![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforOn The Mend Medical Supplies & Equipment
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/26/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 11/04/22 I placed an order with On The Mend for a hospital bed for my husband. I had a prescription from his doctor and was told that ******** would cover a portion of the bed. Upon placing the order I asked the sales associate how they would go about submitting the claim. She told me, they do not submit claims to ********, but she would email me a detailed receipt and that I could submit the receipt myself. I did all the paperwork involved and on approx. 1/3/23 I received a denial from ********. The reason stated was that On the Mend was not a ******** approved place of sale. WHY didn't On the Mend tell me that?? Why didn't they have me sign what I know have learned something called an ABN. Upon my rejection from ******** I attempted to call On the Mend. They said they had never received a call like mine stating my claim was denied. I pushed back and told them they darn well did know I would not be reimbursed. I am in a bad situation, caring for a husband in a hospital bed; we spent almost $2,500 on this bed which is our combined ******** income. I have an appeal in to ********, but I need help from you for myself, AND so that never ever happens to another person. If ******** denies my appeal, which I will hope will be decided soon, I would like to receive what ******** and my secondary insurance would cover, which I believe is pretty much ALL of their fee. Please feel free to contact me at my primary number or this cell phone number, ###-###-####. Thank you, ****** *****, for my husband Ronald Jones. I am medical and durable POABusiness response
02/11/2023
“Upon receipt of the complaint, we have spoken to Mrs. ***** and agreeably conclude that there may have been miscommunication from a newer employee that led to a misunderstanding of reimbursement from her ******** plan. We’ve agreed to a partial refund pending the result of her ******** appeal for the inconvenience and miscommunication. On The Mend has been in business for 7 years and has never received negative feedback or a complaint of miscommunication regarding acceptance or reimbursement from ********. We know our top-quality medical supplies and equipment are not covered by ******** and we strive to give our customers the best equipment and experience. “
We have addressed this with our employee and believe she made the mistake of confusing private insurance with ********.
We are confident this will not happen again.
Thanks,Customer response
02/13/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *****I have spoken to Liam, the owner of On the Mend. I have nothing in writing for an agreement. I am awaiting a response from my appeal of ********. Until then I do not feel comfortable closing out on this complaint. I still feel I was grossly misled and that the salesperson took the fall. This has caused me so much stress and I do have a sick husband in a hospital bed! We paid 100 percent out of pocket for this bed and that is equivalent to our income for the month. If Liam on the Mend would be willing to wait for the ******** decision that could take some time. If he wants to refund me before that time and close out the dispute that is his decision.
Business response
02/13/2023
Hello,
I just spoke with Mrs. ***** and have refunded her ($1889.10) on her credit card to help her realize that I do not condone what happened whatsoever but I do believe there was some confusion about ******** due to lack of training. We have grown a lot in 7 years and this certainly got by us.
We have never ever had a complaint about being misleading or in any way using sales practices that are meant to harm a customer.
We have refunded over $200,000 in equipment buy backs because of a Reverse Rental Program we invented to help people deal with their loss and/or not needing the equipment for as long as they need.
I hope this gives her family comfort, as the refund was done in the hopes she understood we are not that type of company.
I can be reached at ************.
Sincerely
Liam O'******* Owner of On The Mend Medical
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.