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:04/15/2025

  Type:Billing 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.

  After multiple years of attempting to cancel these auto send, they finally did this year and now I received a 500+ dollar bill. I uploaded the bill so u can see when I cancelled it because my insurance stopped paying and yet every month I get charged for 9v batteries and leads. I have them all and can send them back it they need it. I am not paying this as it is predatory sales tactics. I cancelled this in 2023 and yet they just cancelled it this month and now they want money? never got a bill until the cancellation went through.

  

  Business Response

  Date: 04/24/2025

  Hello ******,
  Thank you for bringing your concerns to our attention as we value your feedback.
  We have reviewed your file in greater detail to ensure that your file was handled appropriately. According to our call logs and our texting platform, the first communication we had received from you after the order was completed was 10/31/24 via text where you had requested to adjust the shipments of the supplies being sent to you. We did attempt to reach out to you regarding this request, but we were not able to reach you and had left a voicemail.However, the representative that attempted to reach you did not discontinue the shipments of supplies. As this should have been done, and was an error on our end, the supplies that were sent to you 11/7/24-3/9/25 have been waived from your account and are not considered patient responsibility.
  The supplies were sent to you monthly as part of your prescription, and when the order was completed online, you had selected Yeson Q10 advising that supplies were sent monthly as part of your prescription,and you could call to make adjustments to the supply shipments. The claims that were submitted to your insurance for the supplies either received payment from your insurance and a copay was left by your insurance or were applied to your deductible. We do apologize for any confusion this situation may have caused,but as we are a contracted and In-Network provider for your insurance, we are legally required to bill you for the dates that your insurance determined were a patient responsibility and are unable to remove any further Dates of Service from your account.  As mentioned previously, we have waived certain Dates of Service due to an internal error on our end.
  We also wanted to address your concerns about the timeliness of statements being sent to you. The device was sent to you 12/6/22 and the first statement was sent to you 6/16/23 once our billing team exhausted all efforts to obtain coverage with your insurance. This statement was sent to advise you that your insurance was accepting the claims, but had applied the claims toward your deductible, or had left a co-pay after they rendered payment.  The balance at that time was $105.70. We sent statements throughout the remaining life of the account to continue to advise how the claims were processing with your insurance. We do apologize if you did not receive the statements that were sent. In addition to the statements sent, you should have also been receiving your Explanation of Benefits from your insurance outlining how they processed the claims, and how they were determining the patients responsibility for payment to Zynex Medical. 
  
  A member of our supervisory team had attempted to reach out to you to discuss your concerns, but they were not able to reach you. We sincerely hope that you will contact us to further discuss the options in your file. We are available Monday-Friday 7am-5pm MST via **************. If you would like to speak directly to one of our Resolutions Supervisors, you can request to connect with that department directly.
  
  In good health,
  Patient Support Resolutions
  Zynex Medical

• Initial Complaint

  Date:04/14/2025

  Type:Billing 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.

  Zynex medical had sent an invoice/ bill over a year after I canceled services stating I owe 208. 00. **** was dated in January 2025. Did not receive bill until end of March 2025. No other communications prior. I disputed and was given a run around. Was even told I never made prior payments which I have made. Was told that after I canceled my service, billing department re-worked by bills and found I owe the $208. 00 and my account was still active. I'm requesting that my bill be removed / zero out and my account service canceled.I had made a final payment and canceled my services with Zynex on March 26, 2024. I received new and only bill at the end of March 2025. **** was dated 1/24/2025 with a due date of 2/24/2025. Received bill well after the due date. Itemized statement indicates that final item was 1/5/2024, before I made a payment. They also stated that they still have claims pending with my insurance company. My health insurance company did not cover and I was paying out of pocket.

  

  Business Response

  Date: 04/22/2025

  Dear Patient,
  
  Thank you for notifying us of your experience. We sincerely apologize for the frustration you've felt and appreciate the opportunity to address your concerns. We have made several attempts to contact you regarding your concerns and have been unsuccessful in reaching via phone or email.
  
  During your order completion call in September 2023, we provided you with an explanation of our billing process. Our representative explained that we would work on your behalf to attempt to bill your insurance company for coverage of our services. Typically, claims take ***** days to process, and once finalized, you will be receiving a copy of your Explanation of Benefits (EOB) from your insurance carrier outlining your coverage details. Should insurance not cover, we offer a substantially reduced patient out-of-pocket purchase and rental price so our patients may continue their pain-management treatment. This information was also mailed to you in a letter, after the completion of this call. We looked further into your statement that payment was made during this call, and we are relieved to have found no record of payment being made by you to our Enrollment Specialist during this call.
  
  You requested to discontinue supplies in January 2024 which our Patient Support Specialist was able to accommodate for you at that time. Also,you were advised of the current balance at that time of your call was $174 and that our billing team has submitted a purchase claim for your device which could result in an additional patient responsibility should your insurance deny or apply the claim to your deductible. In your call with a Patient Support Specialist in March of 2024, you indicated that you had wanted to make payment of $174 for your current balance. Our specialist had informed you that the purchase claim submitted to your insurance had not yet reached a determination or one had not been sent to Zynex to appropriately adjust your file. As such, the specialist advised you that this would be your current balance, and an update would be possible once the purchase claim finalized with your insurance and that there still might remain the possibility of a balance owed by you.
  
  Insurance has finalized that purchase claim and has denied the claim which has resulted in a remaining patient responsibility for your device. We apologize for any confusion that may have occurred regarding our medical billing process. If you require further clarification on this matter, we would be more than happy to assist. Please don't hesitate to contact us at **************. Our office hours are Monday through Friday from 6AM to 6PM Mountain Time.
  
  In good health,
  Patient Support Resolutions
  Zynex Medical

• Initial Complaint

  Date:04/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 obtained a product from Zynex Medical in March of 2024. I was told my insurance would be billed. I received no subsequent bill from Zynex until yesterday, April 2025. Zynex has been billing me each month but not notifying me of said bill. I now owe almost $500 as this has been accruing for over a year but was never notified or made aware of any outstanding balance.

  

  Business Response

  Date: 04/21/2025

  Dear Patient,
  
  Thank you for bringing your concerns to our attention as we value your feedback and appreciate the opportunity to address your issue.
  
  We understand that this was a frustrating situation and appreciate you taking the time to speak with a member of our supervisory team to find a resolution that was satisfactory to all parties. We were reaching out to provide a confirmation of the actions taken and confirm the information provided to you in that call. In the call today,you provided updated insurance information for ******************. Our billing team has resubmitted claims to your updated insurance to attempt additional coverage for the cost of the NexWave device and the supplies that were sent after they became your active insurance. If your new insurance does not cover the cost of the NexWave or the supplies in full your maximum Out of Pocket will be reduced to $332.50. This would include the purchase of the ** at $250, and 5 shipments of supplies that were processed through your previous insurance with BCBS reduced to 50%.
  
  Within the next ****** days,you should receive an Explanation of Benefits from ***. Please keep in mind that this is not a statement or a bill and is just advises how insurance processed the claims. Often, patients will receive the *** prior to a provider.When you receive the ***, we recommend that you reach out to us to confirm any updates received from insurance.
  
  If you do have any questions or concerns prior to this, please contact us at your earliest convenience via ************ or email us at ***************************************** to request a call back at a specific time from a Patient Satisfaction Supervisor. Our supervisor extension that you may request is x8999. Our hours of operation are Monday through Friday from 7 AM to 5 PM Mountain Time.
  
  Thank you again and warm regards,
  Resolutions Team
  Zynex Medical

  Customer Answer

  Date: 04/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/28/2025

  Type:Billing 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 prescribed a TENS device with ********************** by my doctor in July/August 2023. The device was sent to me and my insurance informed me that they were not covering it as they would only cover it under 2 specific circumstances, one of those two circumstances was my condition. My doctor called my insurance company and they agreed to cover it, so I called Zynex and let them know. They did not send me a bill for ~6 months so I assumed it was resolved. They then sent me a bill showing it was still not covered by insurance. My doctor called insurance again and they said that they will pay it but it had not been resubmitted to them. I called Zynex again and let them know. Zynex also sends supplies monthly but bills only a couple times a year. When I realized what I was being charged in summer of ******************************************************************** (they did not, they sent me more), and by October ************************************ supplies. Again, they did not and every few months would send me even more. I now have 90+ unopened packages of the supplies they keep sending me, even after I asked them to stop many times, which they are continuing to bill myself and my insurance for. I received another bill where they were still charging me for the device. I talked to them again and they admitted they never resubmitted it to insurance, but it was now too late to do so, so I owed them the money. I asked how they could refuse to resubmit it to insurance after my doctor and I got authorization and bill me instead and they said they would get back to me about it and never did. I have repeatedly tried to contact them about that as well as sending me supplies that I have cancelled many times over the past 9 months that they are then billing me for. They refuse to stop sending them. They refuse to stop billing myself and my insurance for them. They just tell me I will hear back and never do. This is fraud. They are defrauding myself and my insurance company.

  

  Business Response

  Date: 04/08/2025

  Dear Patient,
  
  Thank you for letting us know about this issue; we apologize for any miscommunication regarding the billing or return process.
  
  We have reviewed your file in greater detail to ensure that your file was managed appropriately and accurately according to all of our processes/policies. We apologize for the confusion regarding the appeal of your claims. Each carrier decides how to process those claims according to their guidelines and your benefits. We pride ourselves on offering additional options for payment to ensure our patients can afford their prescribed services should their insurance carrier deny coverage or apply claims to an unmet deductible resulting in an out-of-pocket expense. We are relieved to that a member of our Supervisory team was able to help clear the misunderstanding and advise you that your claims were resubmitted, and your insurance had applied coverage for those claims toward your deductible.
  
  A supervisor within our Resolutions team was able to conduct a thorough review of your file and was unable to find any indication that you had requested to discontinue supplies with our internal teams. You had mentioned that you spoke with a member of our sales force on the possible discontinuation of supplies. Unfortunately,our sales force member did not relay that communication to the internal teams and should have advised that any sort of adjustments to your file would need to be made with our Patient Support team. We do apologize for this error in communication and have adjusted your patient file because of this.
  
  We are grateful for the opportunity to speak with you regarding your file and are pleased to have found a resolution to your concerns. We thank you for bringing to our attention your issues and allowing us the ability to swiftly act on your file.
  
  We are available weekdays from 7 AM to 5 PM mountain time via ****************. If you would like to speak directly to one of our Resolutions Supervisors regarding any further concerns, you can request to be connected with that department immediately.
  
  In good health,
  Patient Resolutions

• Initial Complaint

  Date:03/26/2025

  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.

  Zynex was sent a ** order for DME equipment. I was never told by Zynex that they were out of network. They just started sending the equipment and supplies. I asked them to stop sending supplies. They did not. I was then told that I had to pay all of this. It would have been cheaper to buy through ******. I feel dupped. This is predatory behavior.

  

  Business Response

  Date: 04/12/2025

  Dear Patient,
  
  Thank you for letting us know about this issue; we sincerely apologize for any miscommunication regarding the your statement and the remaining patient responsibility.
  
  We have reviewed your file in greater detail to ensure that your file was handled appropriately and accurately according to all of our processes/policies. We sincerely apologize for the error in receiving your communication regarding your supply shipments.  We have since corrected the error and made the appropriate adjustments to your file.
  
  A supervisor with our Resolutions Support team was able to speak with you on 04/02/2025 and discuss with you the adjustments made to our file. They were also able to inform you of the payments received and your new updated balance.Again we apologize for the delay in receiving your communication and are relieved to have been able to speak with you regarding your concerns. We are grateful for the opportunity to speak with you regarding your file and are please to have found a resolution to your concerns. We thank you for bringing to our attention your issues and allowing us the ability to swiftly act on your file.
  
  We are available weekdays from 7 AM to 5 PM mountain time via ****************. If you'd like to speak directly to one of our Resolutions Supervisors regarding any further concerns, you can request to be connected with that department immediately.
  
  In good health,
  Patient Resolutions

• Initial Complaint

  Date:03/23/2025

  Type:Billing 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 filing this complaint due to ongoing and unauthorized billing by Zynex Medical despite my request to cancel my account several months ago.I initially contacted Zynex Medical to cancel my account and address billing concerns after noticing charges that I had not been properly notified about. During that call, the agent assured me that my account would be canceled and that no further billing would occur.However, I recently discovered that Zynex Medical is still billing my former insurance provider, despite the cancellation request. This continued billing is unauthorized and unacceptable. I believe this is a serious issue and could be considered fraudulent billing.I attempted to resolve this issue directly by calling Zynex Medical, months ago, but the problem persists.I am requesting:- Immediate cancellation of my account.- An investigation into the unauthorized billing of my former insurance.- A formal statement confirming that my account has been closed and that I will not be billed further.I would also like Zynex Medical to stop any collections activity related to this matter.Thank you for addressing this issue promptly.

  

  Business Response

  Date: 04/07/2025

  Dear Patient,
  
  Thank you for letting us know about this issue; we sincerely apologize for any miscommunication regarding the billing on your file.
  
  We have reviewed your file in greater detail to ensure that your file was handled appropriately and accurately according to all our processes/policies. As is standard industry practice, Zynex Medical bills insurance carriers for the ******* device as a patients insurance plans guidelines require. While our representatives would normally review with patients of these billing guidelines,your file indicates that you did not have more time to discuss the file that day and needed to disconnect from the conversation. The representative did advise you to call back within 30 days of that conversation to review any further updates to your account, but we have not received a call back from you since then. As well upon review of your file we found that when we spoke to you on 10/10/2024, you had asked to discontinue your monthly supplies, which we complied with at that time. 

  We do understand your concerns and would be more than happy to connect with you to continue to resolve this to the best of our ability, but we have unfortunately been unable to reach you for some time. We ask that you please contact us at your earliest convenience.
  
  We are available weekdays from 7 AM to 5 PM Mountain Time via ****************. If youd like to speak directly to one of our Resolutions Supervisors, you can request to be connected with that department immediately.
  
  In good health,
  Patient Resolutions

• Initial Complaint

  Date:02/13/2025

  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.

  Zynex medical sent me a medical device without getting my insurance approval. They said if it didn't get approved we could send it back within *************************** I could make payments on it. I call my insurance company and they told me it would not be covered. I contacted zynex to return it and they made it sound almost criminal, that I had until February 8th to return it or I would be charged for a months rent. This was mid january, and I hadn't used it or even opened it because I hadn't had my surgery. I received it the 8th of January. The day I spoke with them was January 17th, and I returned it that day. I followed up to verify that the unit had indeed been returned to their satisfaction. Then they informed me that my insurance had sent me a check for $99 and that I had to forward them the money. The unit was returned unused within the 30 days so I should have owed them nothing. I contacted my insurance company to ask what to do with the check, who in turn called Zynex. My insurance questioned if I had signed a release form from zynex so they could get the check, and the agent from Zynex said they had not had me sign one. My insurance told them they were not entitled to the check and they needed to rescind their bill to the insurance company. Once they did that, I was to send the check back to my insurance company. I have not cashed it, I plan on returning it as no services were used. However, I have received both a bill and a statement from Zynex that I owe this money. My insurance says they are not and they MUST rescind their bill as they did not get the proper form from me to be able to get that check. This was a very scammy company with the way they treated me and I would like to send the check back to my insurance. They specifically say there is no cost within 30 days, but they want this money from my insurance company, so they are lying about the no cost.

  

  Business Response

  Date: 02/20/2025

  Dear Patient
  
  Thank you for notifying us of your concerns and allowing us the opportunity to address them. Upon review of your account, our team has taken the necessary steps to further your account to closure. As was discussed in your call to one of our Supervisors within our **************************************************** the device you received can be returned within the first 30 days and there would be no patient balance owed due to the return. Due to your plan benefits, a check was sent from your insurance as payment towards the service provided. As this is an insurance payment this is not a patient out of pocket expense. Typically, the check from insurance is expected to be sent to the provider of the service,however your insurance provider had opted to send the check to you to render payment. Due to your frustrations with this process, we have, as a courtesy,asked our internal billing team to submit a voided claim to your insurance. Once your insurance has processed this submission, this would also void the check that they issued to you. We have made the internal adjustments to your file to reflect this change and will continue to monitor for any decision made by your insurance carrier. We apologize for our staff falling short of your expectations and the additional concerns, that you have made a member of our supervisory team aware of, will be addressed internally.
  If there is anything further, we can assist you with, please contact us and request to speak with a Resolutions Supervisor at *************. We are available Monday through Friday between 7 AM to 5 PM. Thank you for allowing Zynex Medical to be a part of your pain management journey
  
  Patient Resolutions
  Zynex Medical

• Initial Complaint

  Date:02/03/2025

  Type:Billing 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.

  The company said they would bill insurance $250. They have submitted multiple closings totaling over $500. The machine caused a rash that made my foot and ankle (that i had just had surgery on) burn and itch. I had to go to the *** get antibiotics, **********, and ************** cream. I had no idea i could have a reaction. It took weeks to heal. I asked the company where i could send the machine back to but never heard back. I had to look up the address and *** it to them. They have had it four a week with no response.

  

  Business Response

  Date: 02/17/2025

  Dear Patient,

  We apologize your experience with us did not meet our expectations during your pain management journey and apologize for any inconvenience this has caused. While we understand that you have frustrations regarding the billing process, we would like to clarify that the claims were submitted per your insurances guidelines, as the device and supplies were shipped, thus confirming that services were rendered. The claims for these services had applied to your deductible, thus resulting in a patient responsibility for these services.

  Upon the device being shipped we do preform an initial outreach to verify your device was delivered and offer assistance in getting you started with your treatment, if needed. If there are any concerns regarding the effectiveness of treatment, we aim to ensure that the right solution is found to meet your specific needs. Your initial outreach took place on 12/12/2024. Our records have confirmed that during this call you had verified that you had received your device and declined treatment walkthrough assistance at that time. As such we were unaware of any issues with your device or the electrodes you were using for assistance. As well our specialist advised for you to reach back out to us if you need any further assistance.

  We want to thank you for the time spent in correspondence with us as we work toward finding a resolution to your concerns. A Resolutions Supervisor has been in contact with you via email regarding any and all updates made to your account. As we have previously advised, we have taken the initiative to try to find the most appropriate resolution for the situation at hand by adjusting any patient responsibility due on the balance. As a result, your file has no patient responsibility remaining and your file has since been closed. A closure letter was sent on 2/11/25 for your records.

  If you need further assistance, please dont hesitate to contact us at ************** or at ********************************************* hours of operation are Monday through Friday from 6a-6p MST.
  
  Thank you,
  Patient Support Resolutions
  Zynex Medical

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22895219
  
  I am rejecting this response because:

  They are not taking responsibility and are refusing to reimburse the $52 medical/rx.
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/01/2025

  I would like them to contact the insurance company to have all claims removed from their database. Although the claims went towards my deductible, it now gives a false representation of what my deductible should be there by potentially cheating Horizon. 
  I would also like a letter mailed to my home stating that I will not be charged anything now or in the future for their faulty product. 

  

  Business Response

  Date: 03/10/2025

  Dear Patient,
  We are truly sorry to hear about your experience with the durable medical equipment you received from us. Your comfort and satisfaction are our top priorities, and it concerns us to learn that we did not meet your expectations.
  
  We appreciate you taking the time to provide your feedback,as it is essential for us to understand where we may have fallen short. We apologize that you were unable to speak with our Patient Experience team, who are the product experts on treating with the device and could have reviewed the best methods for your treatment to ensure that you were able to utilize the device at its full potential. This would have included troubleshooting the device to determine if there were any issues with the device that would have required an immediate replacement be sent or if there were alternative electrodes needed that would have best been suited for your treatment.
  
  We have since confirmed that your device has been checked back into our facility as of 1/29/2025. Our internal team has been notified of the issues you had with your device and have since retrieved it to review for quality assurance. We understand your stance on wanting to have your insurance refunded for the claims that were submitted while the device was out of our facility. Please be advised that although your insurance company had approved each claim, there was no actual payment rendered as the claims had all applied towards your unmet deductible through your insurance plan. Although this would had resulted in a patient out-of-pocket due to the time of possession, we have since closed the file and have waived any patient responsibility on the balance due to the inconvenience you had experience. Your file has since been closed and a closure letter has previously been mailed to the address listed on your file as confirmation.
  
  If you have any further questions, please feel free to contact our Patient Support team at ************* to further assist. We area available Monday through Friday from 6AM-6PM MST.
  
  In good health,
  Patient Resolutions 

• Initial Complaint

  Date:01/27/2025

  Type:Billing 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.

  They require a credit card in order to purchase the unit. They do a recurring charge monthly on the card. I called them on 12/30/2024 to find out the balance owed and then paid the balance in full on 1/3/2025. They charged my card again on 1/16/2025. It's a run around when you try to call and talk to someone. They won't give out the number for patient support but the will transfer you and you wait on hold forever. Then they hang up on you. They owe me $25.00. I want a refund. I ended up calling my credit card company and had to cancel my card to stop the charges. That shouldn't happen. I was told on 12/30/2024 that if I paid in full they wouldn't charge my card anymore.

  

  Business Response

  Date: 02/05/2025

  Dear Patient, 
  
  Thank you for reaching out to us and allowing us the opportunity to address your concerns. We sincerely apologize for any frustration or inconvenience this situation may have caused. Your satisfaction is extremely important to us, and we understand that billing matters can be stressful. We appreciate the opportunity to clarify any misunderstandings regarding your refund and are glad that our supervisor could provide additional insight and resolution.
  
  After reviewing your account, we have confirmed that a refund for the $25 overpayment has been approved and processed. Additionally, any recurring payments have been discontinued as of 1/23/2025. As we cannot determine when your institution will process this refund, we do ask that you contact us if you have not received your refund within the next 30 days. There will be nothing further on your end needed once your refund has been successfully processed by your banking institution. 
  

  Please know that we truly appreciate your patience and value you as a patient. If you have any further questions or need additional assistance, our Patient Support team is here to help. You can reach us at **************, Monday through Friday from 6 AM to 6 PM MST.

  Thank you for allowing us to assist youwe are grateful for the opportunity to support you.

  
  Wishing you good health,
  Patient Support
  Zynex Medical

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22864440
  
  I am rejecting this response because: it should never take several phone calls to complain and it should never take a month to get a refund and you should take ownership instead of blaming my financial institution. We all know a refund should only take 7-10 days max. Own your processes and make them better! This is unacceptable business practices especially since you kept charging my card and the only way for me to get it to stop wad to call my card company and cancel the card. Do Better! Raise the bar on your processes. Also, contacting customer service is a nightmare!
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 charged for a medical device that I returned. I was told by an employee if I returned the item I would not be charged. No other explanation was given. They sent me a return label and packaging. I returned everything that was shipped to me. After they received the item they sent me a bill anyway. I want this bill removed immediately.

  

  Business Response

  Date: 02/05/2025

  Dear Patient,
  
  Thank you for letting us know about this issue; we sincerely apologize for any miscommunication regarding the billing or return process. We appreciate that you have taken the time to review this information with us and have allowed us the time to provide clarify any misunderstandings that may have occurred. 
  
  We have reviewed both the Welcome Call and the call made on 12/11/2024 when you had reached out to initiate the return of the device. We found that during your Welcome Call our Specialist properly followed processes correctly and advised properly of the billing process for your device and supplies.  We have confirmed that during the call from 12/11/2024, you had reached out to request to return your device due to the insurance denials received. The representative had explained that the device was offered at a reduced patient pricing for the time that the device was in your possession. You had then opted to return the device and had requested for a return pouch to be sent for you to do so. The representative had explained that a pre-paid return pouch would be sent for you to initiate the return. We found after a thorough review that all guidelines were followed in this call as well and no error was made in our discussion with you.
  
  A supervisor has since reviewed this information with you and had offered a resolution due to any misunderstanding that you felt arose from the information provided. With your approval, the appropriate adjustments have been made and an updated statement has been sent to the address on file. A supervisor will continue to review your file for closure and will update you once we are able to send you a closure letter.  
  
  If you have any further questions, please feel free to contact our Patient Support team at ************* to further assist. We are available Monday through Friday from 6am-6pm MST.
  
  Thank you, 
  Patient Support Resolutions
  Zynex Medical

  Customer Answer

  Date: 02/09/2025

  I am not satisfied with being charged for a product that I no longer have and returned without ever using. The shipment was returned in impeccable condition, unused because I can not afford it. I was not told that I could not return the item for a full refund prior to purchasing. The goal of this company is to manipulate its customers by not verifying insurance coverage prior to shipping the **** device. It is a simple thing to do IF you were an honest business. Deducting $66 from a $250 machine is not helpful when I returned the device unused because I can not afford it. Do not do business with this company without checking with your insurance company first. They will demand out of pocket payment for a device THEY KNOW you expected to be covered by insurance. I have been ripped off and manipulated. I want a complete refund. They claim they will not resell the machine that I returned, but I highly doubt that is true when the device was clearly never used. CLEARLY!  I want my money back from this company with terrible business practices. The measly $66 reduction is a joke and an insult. They are selling these machines twice is my suspicion. Shameful!

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

  Customer Answer

  Date: 02/24/2025

  It is not right to charge me for a device I cannot afford. It should never have been sent to me without checking with my insurance company FIRST. I want the charges removed. I CANNOT AFFORD IT. Sell it to someone else. DO THE RIGHT THING.