Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a family doctor working in ******. I old and older defibrillator unit, ********, for which battery has expired. I have found appropriate battery with this company and ordered it. I called later a few times and was told that the unit was old and it took time to receive the new battery. Eventually, I was told, that I had to send him a short movie, showing the battery, the unit and replacement process, which I did. Unfortunately also had to open a sealed package with electrodes. A few days later I called him back and was told them that they will not be able to give me any batteries, neither wanted to do any refund, stating that it was passed 6 months since my request, which is not true. Highly unusual and unfair business practice. I really want my money back, let along payment for discarded electrode unit and lots of time spent for producing of likely totally unnecessary movie clip.

  Business Response

  Date: 01/02/2025

  Dr. ****** ******** is not a customer of ********************** according to our records. CHME is a local DME supplier in the ***************** Area and does not service customers in ******. We do not carry defibrillators nor any replacement parts for them. The order number provided does not correspond to any order numbers in our system we could identify. Please redirect this complaint to the appropriate addressee.

• Initial Complaint

  Date:08/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent the Dexcom G7 from US Med for my Type 1 Diabetes. I was also getting repeated text messages and phone calls from their business asking if I wanted a CPAP Machine which is completely unrelated to my health issue. I called them to report that I unfortunately had blood clots and a severe allergic reaction to the G7 device and I did not want a second shipment. I paid them for the first shipment they had made, and asked to be removed from their phone call and text distribution I requested the G6 device they had supplied me before or asked to cancel the service if they only had the G7 which I explained clearly that I could not use. They then against my request sent me a second shipment of the G7 which I did not authorize and they billed both me and my insurance company for this. I returned the second shipment I received promptly via certified mail and they are still billing me and my insurance for this second shipment. They also did not remove me from their mail and phone distribution. This occurred in April 2024. They need to refund my health plan Anthem and also remove any charges due from me for this order since I never authorized this G7 second shipment and what was sent was returned. I also had to pay for the shipment cost for the return.

  Business Response

  Date: 08/19/2024

  This is not our customer - we researched our records and do not find a person with this name in them. Please verify the correct company with the customer.

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last February a repairman was here for my electric wheelchair. At that time he said that I needed a new chair and that it would take up to two months. I waited about 2 1/2 months and called CHME only to discover the chair had not be ordered! At one point I did receive a call from a Supervisor telling me that they had dropped the ball and were very sorry.Finally on July 31st my new chair was delivered. As I no longer walk or stand totally unaided I use a transfer board. The new chair, unlike my existing did not have hinged arms making it unless to me. The tech was nice.At some point during the month I called only to find the new arms had not arrived. Finally on September 27th I called and personal answering said the arms had arrived ( god knows how long they had been there) and I had an appointment for Oct 5th.( What is missing from this narrative are all the hours spent on hold with CHME, as well as my insurance company to make sure all authorizations and approvals are in orderwhat used to be a companies responsibility now seems to be with customers turkey they dont tell you that)New arms installed but foot plate is too short. A supervisor came out to double check and agreed a new foot plate was necessary. Still waiting.Nov 15.In the meantime I received authorization for a new hospital bed mattress which has created a new round of total negligence and lack of communication on the part of CHME.I am patient to a point but this drama has continued for almost a year and I am running out!As most of the cost is absorbed by insurancenon payment is not a factor. Calls to my insurance are what has gotten me the response (bad as it is) I have had,CHME needs HELP

  Business Response

  Date: 11/22/2023

  We regret that the customer has had such an unpleasant experience with our company. As indicated in the complaint, the requested change of armrest style on her new power wheelchair has been completed. At the time of installation, she also brought to our attention that she needs longer footplates. We are currently working with the manufacturer on getting a custom quote for extended footplates, as this is not a standard feature on this model. Of note, none of these modifications were submitted to insurance nor do they require any involvement of the customer with her insurance company, as ********************** processes necessary adjustments to new equipment within a year free of charge to either customer or insurance.

  On the matter of the hospital bed, our notes show that the customer spoke to the customer service manager about this order on 11/3/23. She indicated in that conversation that she did not want a new hospital bed, rather a new mattress and a check-up of the existing bed. That check up was completed on 11/14, per tech notes the bed was found to be in good working order. 

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company harasses me with billing which I never authorized. I depend on them to follow my doctors orders for necessary equipment. I believe they are over billing and should clearly tell customers what is allowed to be billed and what we need to pay. I believe they found a loop hole in the system which forces customers to pay what ******** does not cover without billing secondary supplemental insurance, which I told them about. I spoke to ***** on 6/21/23 which suspended my bill. Never heard back. Every month theres a different bill. Now, they are charging me late fees.

  Business Response

  Date: 11/10/2023

  We reviewed our data and are unable to identify a person named ************************************, *************************, or ******************* in our customer database. We also do not have an employee called *****. Please double check if this was sent to the correct company.

  Thank you,

  *******************

  CHME, Inc.

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20854635
  
  I am rejecting this response because:

   

  I was told you are a distributor of ***********  Ido apologize if I was given the wrong information 
  
  Sincerely,
  
  ************************************

  Customer Answer

  Date: 11/13/2023

  This complaint is for  "Super Care Inc"

  Business Response

  Date: 11/14/2023

  This is a duplicate complaint to the one which we just recently responded to.

  CHME, *** in *********** is not the proper addressee for this complaint.

  The attached invoice shows that the customer was dealing with a company called SuperCare, which we are not affiliated with.

  ******************************* is not a customer of **********************.

  We respectfully request that this request be redirected and not sent to CHME a third time.

  Best regards, *******************

  CHME, ***.

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sleep **************** has prescribed a machine * supplies I need for my sleep apnea. I have recently changed ********* due to cost. We have been trying to fill a prescription thru the only supplier my ********* covers. CHME California Home Medical Equipment in ************. My Dr * ********* company have both been calling them for about a month with no answer. I have also done the same, plus email with no response at all. I would like to know why * if they are still in business. I need the supplies for my health. Is there anything that you can do to help

  Business Response

  Date: 02/27/2023

  Thank you for your inquiry. Our records show that a doctor's ***** for equipment was received on 02/16/23. Preparatory delivery documents were sent to customer via docusign on 02/23/23. A separate shipment of supplies was also issued on 02/17/23. We can not verify the customer's claim of month-long attempts by either the doctor's ****** or the customer not being responded to. When the docusigned papers have been received, the customer will be placed into delivery queue for the first available unit. Due to a nationwide recall and subsequent shortages on equipment, which are out of the control of any individual supplier, there may be a waiting period of several weeks for them to receive it.

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fidelis, the owner of Twin Medical Supply in ************** **, took a deposit of $200 plus one month rental fee of $150. He said to pay him via Zelle because I did not have cash. He said he would return it to me the same way. He initiated the process but my phone number was not registered. I called my bank and they said the money had been returned back to him after 21 days. He said multiple times he was going to return it back and after 4 months he still has not returned it.

  Business Response

  Date: 10/14/2022

  This is about Fidelis Medical Supply in **************. We are California Home Medical Supply in *****************. This is happening repeatedly where BBB send complaints to ** that are for unrelated businesses. Please redirect this to the appropriate business and strike us from the record.

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been receiving straight catheters from this medical supply center for about 4 years. This last year has been a hassle because orders have been delayed and I am force to call them every month to assure my supplies get sent. Ive been approved to get supplies monthly for a year before doctor ****** them. It seems every time my orders get sent late and Im left scrambling to buy supplies out of pocket when I should be getting them thru this supply company. If yall can get my phone logs of each time I call them youll see its multiple times. I regret deleting some conversations I had with them because every time I threaten to complain or *** they send my supplies. An example is Im suppose to get supplies every 5th of the month and they drag it to the 19th. Now when Im suppose to get them on the 19th they are saying itll be sent to me at the end of the week. October starts on Saturday. I honestly dont understand why, this is a supply company . I dont understand why they always say theres a shortage almost every time I call. I receive enough supplies to last me for the month. And its lucky that the clinic my primary doctor is at gave me catheter and theyre the ones I used when Im waiting for supplies to get here. Every time I ask to speak to somebody with authority or ********************** they transfer me to a line that takes messages that never call you back when leaving a detailed message of full name and phone number to reach me or the telling just keeps ringing. Supplies I get from them are catheters, underpads, lubricant, gloves, incontinence spray and cream. The lube and gloves I buy from convenience store, but the underpads I buy from Amazon. I have receipts for underpads just not gloves and lube. The company is Community Medical Center ************. For any additional information I may be contacted at ************. Thank You

  Business Response

  Date: 09/28/2022

  Thank you for bringing this to our attention, but it appears that this complaint is misdirected.

  A customer by this name is not in our database, and Vista, California is not part of our service area. We are a Northern California company that serves the ********************** and do not ship medical supplies to San Diego County. Please redirect this complaint to the appropriate addressee.

   

  Best regards,

   

  *******************

  CHME

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18143070
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  the company name is

  Community Medical Center

  610 ******************

  ************************** ph: ************

  i think you sent the papers to the wrong company.

  Business Response

  Date: 09/29/2022

  We are in agreement with the consumer. Please send this to the appropriate company, which is mentioned in the consumer's complaint. Please do not send any further communications about this case to us.

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Dad ******* ******* is a customer of ********************** for getting his condom catheter supplies. His Medical Insurance Health plan of san ***** has contracted with ********************** to provide multiple medically neccessary items to him.I have comaplints about his Condom catheters, Health plan of San ***** approved him to get aproximately 670 condom catheters for year till May 2023.I have called CHME more than 20 times since May15th 2022 to get catheters , however I was given wrong information , rather Multiple staff Members especailly Temo lied multiple times and said we shipping , it is shipped , there is back order etc etc. In 1st week of June 2022 when I expressed my frustarion and trouble for patient ****** skin lesions infections due to lack of his catheters he said he has requested and Audit for the Phone calls and diffrent people are giving false information that order is shipped. On J or around July 15th , I spoke to Temo and he said he will expedite the deliver for diffrent brand as the usual brand patient was using is back order. OnJuly 18th around 8;30 am he said it was shipped early morning and he had no tracking number., request to speak to supervisor he said i have to call agin, I was able to send an email to the supervisor/ Manage by guessing the * mail after getting the name from front desk. and got an automatic reply from hinm he was out and to contact ******* i called ****** and she finally returned my call and informed catheter were backorderd and nothing was shipped !! These are neccessary medical supplies causing patient to have skin infections and the company staff is lying to me for 2 months!. Siupervisior said he waill try to get the supplies, however given the falsehood , i orderd the supplies on amazon, I could have shopped for betetr rate howevr given no time just went ahead and orderd. I request CHME to refund me the amout of 1. $104.47 and $90.50 total of ****** 2. Do an audit of my telephone calls and compesate me for

  Business Response

  Date: 08/12/2022

  Tell us why here...

  Thank you for bringing this issue to our attention. We have researched records and listened to phone call recordings. Below are our findings.

   

  This patient had been receiving 70/moth since last year and the quantity was increased in May to 90/month by the MD.
  
  In July the order was placed on 7/15/22 and the item was on back order and still is till 8/29/22. Our supplier checked their other distribution centers in ***************** and no one had any.
  There have been numerous supply issues this year affecting urological products and not always is there a substitute. In this patients case we identify another product from the same manufacturer and placed the order for this on 7/20/22 and it was received on 7/21/22 @ 3:47 pm by patient.
  
  The same issue was happening in May and June but we were able to see they shipped within ***** day window with regards to the back order of this product but has now gotten worse.
  
  After placing an order through the automated manufacturer porta, there is not always an immediate notification on the status of back orders and it can at times be challenging to get a response as to when the product may ship. We regret any miscommunications that would have occured as we could only see what was in the manufacturer's digital order system. We have reviewed the need for staff to call the supplier when the status is not clear to see what is going on so the patient/family is being provided the best information.
  
  We have asked the August order be prepared for the same item we supplied in July so it is received on time since we know the original item is still on back order till 8/29/22.
  
  CHME is not able to provide a refund based on a manufacturer back order but would ok providing a month's extra supply at no charge to cover the out of pocket and provide a time cushion since we expect these urological backorder issues to continue through the end of the year.
  
  Respectfully,

   

  *******************

  CHME