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:04/03/2025

  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 purchased an Resmed Air Mini CPAP machine for over $1,000 from this company about 45 days ago. I began using the machine around the first of March. I was an in international cruise in March and on the second to last day a plastic connector came apart and caused me not to be able to use the machine for the last two nights resulting in virtually no sleep. On April 3, 2025 I took the item to the subject store to show them. I expected either a refund for the cost of a part replacement. They said they don't carry the individual part, but would sell me a new mask/tubing package for $52. Then, they tried to blame me for breaking the part, which is insulting and ridiculous. This is obviously a manufacturing flaw problem. It was not broken by me. It may be a problem caused by Resmed, but Breathe Easy would not stand behind it; and further said Resmed would not either, and it was not covered by any warranty. I have been a customer there for 9 years now and have bought all my CPAP supplies from them. I believe it's bad business practice, if not downright deceitful, for a piece of a product they sold me that is obviously faulty and flawed, for them not to offer to replace it, at the least. For sure it is a bad business practice as I will never buy anything from them again, but my complaint is not about that, it's about getting a fair resolution for a problem on a very new piece of equipment that cost over $1,000 and broke because of a $20 plastic part that they won't remedy. I will be happy to provide a picture of the part if needed, but at least three of their employees have seen this in person.

  Business Response

  Date: 04/03/2025

  Since I was not present during the interaction, I spoke to the 3 staff members that were.  I also reviewed video footage of the incident which corresponded with their accounts.  First, the patient purchased the machine on February 2nd, 2025, which was 57 days ago not 45.  Regardless, when my staff examined the product, it did not look like a manufacturing defect.  The person working with the patient explained that we could not exchange the product because of the way it was broken.  He did offer the patient a generous discount on the purchase of another tubing.  At that point the patient took on a very aggressive attitude and would not let my staff member continue talking, cutting him off. He swore a few times and said he will take his business elsewhere.  This was completely unprofessional and unacceptable behavior.   Again, this was all verified by my staff members and video.  If my staff member had been able to finish speaking, he was going to offer the solution of sending the part back to the manufacturer and letting them decide if it should be warrantied or not.  He was never able to present this because of the patients tantrum for not getting his way.  It appears that he had his mind set on getting a refund before he even came into the store and was looking for a fight.  Just read his original complaint where he said he expected a refund.   My staff member was correct that the manufacturer does not carry the individual part which is manufactured with the tubing. It amazes me how entitled people are. This is all over $52, our cost of the part including shipping and handling.  For us, we were not making a dime off the replacement.  We wanted to present alternative solutions as stated above but were never given the opportunity.  My staff held their composure and appeared to have handled this situation the way a rational person should.    

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23156175
  
  I am rejecting this response because:  I don't intend to get into a "war of words" with this company.  I will simply never do any business with them again.  Their response is not entirely accurate and includes several non-truths.  I did not take a very aggressive attitude and I absolutely did not "swear a few times".  That is an outright lie.  And I did not cut him off.  I was stating my position that I was incredulous that they would not stand behind their product.  I was told by their representative that this piece of plastic coming apart has never happened before and that I broke it or I pulled off something that caught it, etc.  I find it very hard to believe this piece has never separated before.

  Nevertherless, I have been a customer of this business - at my Physician's recommendation - for 9+ years.  I've purchased three ************* from them, plus all of my supplies as well.  I am astonished that, from a business persepective, they would treat a customer like this over essentially a $20 part.  Why do I know it's $20?  Because I just ordered one from Amazon.  To have to spend $52 to buy a completely new mask, tubing, etc. just to get a $20 part that, in my opinion, is a manufacturing flaw, it not the way a sound business would treat an established, long term customer.  The fact that they took an attitude that it was my fault and my only recourse was to buy the whole package is ridiculous.  Anyone can look at the plastic piece and see it was not "broken off" but rather came apart somehow.

  Further, this idea that they were going to offer to send the part back to the manufacturer is not true.  I was told very strongly that the manufacturer does not warrant the equipment "once the package is opened".  Maybe they missed that statement on the video, or they don't remember.  So the statement they were going to offer to send it back would be very inconsistent with what they told me.

  I categorically deny their statement that I came in looking for a refund and looking for a fight.  Ask the first two of their employees who I talked to if that is their view of the situation.  It is not, and to them to make that statement is insulting.  I only wanted the piece replaced because it was not broken.  Something in the company's manufacture of this product was flawed - whether it was the glue that is supposed to hold it on, or whatever.  I don't know.  I just know I did not break it, and it has only been in use for about 45 days.  The only reason this complaint said anything about "expecting a refund" is because it was the only box to check that made any sense.  I had to check something to move on to the next screen on this complaint.

  Finally, I resent their statement of "their amazed at how entitled people are".  That's childish and unprofessional.  

  I'm not looking for anything from this company at this point.  I will move on from here and find another distributor for my products.  However, I am disappointed that they would treat an existing customer like this.  Almost all businesses I've dealt with over the years stand behind the products they sell and don't blame a faulty part on the customer, but instead take care of it.  Sorry to say, they don't.

  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 04/10/2025

  Im sorry this patient feels this way.  As with any situation there are always 2 sides to a story and then the video.  I always let my staff know that we will help the customer the best way we can, but I do not pay my staff to deal with patients that are aggressive or just outright nasty.  There is no need for this type of behavior from anybody.  We never offered to send the part back to the manufacturer because we were never able to get to that point as stated in my original response.  Most companies have to defer situations like this to the manufacturer, especially if it has been as long as it had from the purchase date. You dont buy a new car, back into a pole and expect the dealer to shell out their own money for the customers negligence.  We would have been able to help with more options had the patient not escalated the situation.  The patient denies his statement that he came in looking for a refund, but this was stated in his initial complaint.  I was not part of the interaction so I can only go off what was stated in the patients initial complaint, my staffs statements, and the video.  If it was not true, it should not have been submitted to the BBB.  We do stand behind our product when it is a product failure, not abuse or neglect. Granted in the patients case it may have been accidentally broken but still it did not leave our store like that. The patient stated that we have serviced him for 9+ years, and he has received multiple machines and masks without issue. So, we obviously have done a good job up until this point.  I guess a bad attitude can change everything.  I stand behind my staff and what we saw in the video.   We really have nothing more to add.   I wish the patient had taken a different approach with his attitude for I feel we could have arrived a viable solution for him.  The patient has stated he is moving on from here and so will we.  This will be our last response to this matter.  

• Initial Complaint

  Date:02/25/2025

  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.

  Im a QMB with ********. The faulty Cpap machine I picked up on 11/22/24. With such machine there were so many issues. It didnt look like new, no wrapping on or around any of the equipment. When it started smelling like something was burning I brought it back in. They refused to help. When I returned such machine, they wanted $160.50 to replace the cover and reuse/ pass it off to someone else. They never billed my insurance to cover charges. As I said Im a QMB.

  Business Response

  Date: 02/26/2025

  The patients doctor ordered the patient to have a new CPAP.  We delivered the patient a brand-new CPAP on November 11, 2024.  The patient then called to order additional supplies on 12/4/2024.  Since she had received supplies on 9/25/2024 from her previous company she was told that her ******** would not cover supplies until 12/25/2024.  On 12/26/2024, our office called her to arrange for her supplies. At that time, we notified her that ******** would cover 80% while her secondary QMB would not pick up the 20%. The patient told us she then reached out to ******** which let the patient know that they have no control over QMB.  She then called her previous company to clarify the ************ which they were writing off.  The State of Floridas policy will not cover PAP supplies.  At that time, she cancelled the order. 
  On 1/10/2025 the patient called stating she was still dry,and the machine ran out of water.  She was in the day before and we adjusted her humidifier settings.  She stated that she did not have these problems with her old machine.  She stated that she wanted another machine.  When the patient came in on 1/13/2025 for us to check out her machine, the outside of the machine had permanent stains that appeared to be caused by a chemical agent.  She said that the machine became so hot she could not use it and that is what probably caused the discoloration to the unit.  We tested the equipment and ran a diagnostic report which showed no errors and that the machine was functioning as it should.  The report also showed that the patient had worn the machine every day since 11/22/2024 for 10+ hours a day, never missing a day.  We let her know this and she left.  Later that day the patient called the office with ******** on the phone.  After having the patient discuss her issues,we explained that everything was functioning properly.  ******** agreed with us and the call was ended.  The patient then called back on 1/29/2025 and said that she was returning the device.  At that time, we let her know that she would be responsible for the damage done to the machine with the outside case being ruined and it would need to be replaced.
  The patient once again called the office on 1/30/2025 with ******** on the phone.  The patient said she wanted a third party listening because she wanted to return the machine and wanted a receipt.  We told her and ******** that the patient was able to return the machine at any time, but it had to be in good working condition and with no damage.  I explained on the phone that we know there is case damage.  She once again stated the damage was caused by the machine getting overly hot.  I let her know that we have spoken with the manufacturer and sent them pictures. They said that the pictures indicated the patient used a harsh cleaner or chemical on the machine.  They also looked at the data and said if the machine was hot enough to change the consistency of the plastic case, it would have shut down and logged error codes.  This was not the case.  I explained to the patient on the phone with ******** that she would be responsible for the damage caused by her and that the damages could not be billed to ********. ******** once again agreed with us. The patient came in shortly after and we provided her with a receipt for the return and a bill for the damage.  She signed for the return and signed acknowledgement of the $160.50 for damage on a separate ticket.  After the patient left,we once again downloaded her report, and it showed that the patient used the machine for 70 out of 70 days for 10+ hours never missing a night.  If the machine had gotten hot enough to discolor the case, she would not have been able to use it.  Since the patient refused to pay, her account was forwarded to a collections company.
  We had another call with the patient and ******** on 2/19/2025.  The patient was saying she wanted her account removed from collections for the machine.  She stated to us and ******** that she had only used Clorox wipes on the machine which we believe caused the damage.  It was explained to ******** that any damage caused by a patient is the responsibility of the patient and there is no way to bill ******** or her QMB.  Once again,******** agreed with us and said yes, damage caused by the patient is the patients responsibility.  The patient feels that because she is QMB that they will cover the costs and she bears no responsibility.  This is completely wrong. 
  Once again, ******** and the patient called into the office on 2/19/2025.  This time the patient was complaining that we were not billing her QMB. Again, I explained that there is no HCPCS code for user damages that can be billed to ******** or QMB.  It is a patients responsibility.  The ******** representative agreed with us and tried to explain it to the patient.  The patient kept saying that she had a defective machine and was unable to use it because it got so hot.  I let her and ******** know that we downloaded her usage report, and it showed that she used the machine every single day from 11/22/2024 until she returned it on 1/30/2025.
  Due to HIPAA and privacy concerns, I will not upload a copy of the patients report or the ticket where the patient acknowledged the damage and costs, which she signed for.  I will attach photos of the machine.  We would be happy to provide any additional information or proof of the patients negligence.  Please feel free to reach out to us for any additional information or questions.  

  Business Response

  Date: 02/26/2025

  Photos would not attach to original response.  

  Business Response

  Date: 02/26/2025

  *****, I just submitted my response and now I got another request stating we have not responded.  Please advise.  I submitted a complete and full response about 1/2 hour ago.  Thanks, ***** - Breathe Easy Medical, Inc. 

  Business Response

  Date: 03/04/2025

  The patients doctor ordered the patient to have a new CPAP.  We delivered the patient a brand-new CPAP on November 11, 2024.  The patient then called to order additional supplies on 12/4/2024.  Since she had received supplies on 9/25/2024 from her previous company she was told that her ******** would not cover supplies until 12/25/2024.  On 12/26/2024, our office called her to arrange for her supplies.  At that time, we notified her that ******** would cover 80% while her secondary QMB would not pick up the 20%.  The patient told us she then reached out to ******** which let the patient know that they have no control over QMB.  She then called her previous company to clarify the ************ which they were writing off.  The State of Floridas policy will not cover PAP supplies.  At that time, she cancelled the order. 
  On 1/10/2025 the patient called stating she was still dry, and the machine ran out of water.  She was in the day before and we adjusted her humidifier settings.  She stated that she did not have these problems with her old machine.  She stated that she wanted another machine.  When the patient came in on 1/13/2025 for us to check out her machine, the outside of the machine had permanent stains that appeared to be caused by a chemical agent.  She said that the machine became so hot she could not use it and that is what probably caused the discoloration to the unit.  We tested the equipment and ran a diagnostic report which showed no errors and that the machine was functioning as it should.  The report also showed that the patient had worn the machine every day since 11/22/2024 for 10+ hours a day, never missing a day.  We let her know this and she left.  Later that day the patient called the office with ******** on the phone.  After having the patient discuss her issues, we explained that everything was functioning properly.  ******** agreed with us and the call was ended.  The patient then called back on 1/29/2025 and said that she was returning the device.  At that time, we let her know that she would be responsible for the damage done to the machine with the outside case being ruined and it would need to be replaced.
  The patient once again called the office on 1/30/2025 with ******** on the phone.  The patient said she wanted a third party listening because she wanted to return the machine and wanted a receipt.  We told her and ******** that the patient was able to return the machine at any time, but it had to be in good working condition and with no damage.  I explained on the phone that we know there is case damage.  She once again stated the damage was caused by the machine getting overly hot.  I let her know that we have spoken with the manufacturer and sent them pictures.  They said that the pictures indicated the patient used a harsh cleaner or chemical on the machine.  They also looked at the data and said if the machine was hot enough to change the consistency of the plastic case, it would have shut down and logged error codes.  This was not the case.  I explained to the patient on the phone with ******** that she would be responsible for the damage caused by her and that the damages could not be billed to ********.  ******** once again agreed with us.  The patient came in shortly after and we provided her with a receipt for the return and a bill for the damage.  She signed for the return and signed acknowledgement of the $160.50 for damage on a separate ticket.  After the patient left, we once again downloaded her report, and it showed that the patient used the machine for 70 out of 70 days for 10+ hours never missing a night.  If the machine had gotten hot enough to discolor the case, she would not have been able to use it.  Since the patient refused to pay, her account was forwarded to a collections company.
  We had another call with the patient and ******** on 2/19/2025.  The patient was saying she wanted her account removed from collections for the machine.  She stated to us and ******** that she had only used Clorox wipes on the machine which we believe caused the damage.  It was explained to ******** that any damage caused by a patient is the responsibility of the patient and there is no way to bill ******** or her QMB.  Once again, ******** agreed with us and said yes, damage caused by the patient is the patients responsibility.  The patient feels that because she is QMB that they will cover the costs and she bears no responsibility.  This is completely wrong. 
  Once again, ******** and the patient called into the office on 2/19/2025.  This time the patient was complaining that we were not billing her QMB.  Again, I explained that there is no HCPCS code for user damages that can be billed to ******** or QMB.  It is a patients responsibility.  The ******** representative agreed with us and tried to explain it to the patient.  The patient kept saying that she had a defective machine and was unable to use it because it got so hot.  I let her and ******** know that we downloaded her usage report, and it showed that she used the machine every single day from 11/22/2024 until she returned it on 1/30/2025.
  Due to HIPAA and privacy concerns, I will not upload a copy of the patients report or the ticket where the patient acknowledged the damage and costs, which she signed for.  I will attach photos of the machine.  We would be happy to provide any additional information or proof of the patients negligence.  Please feel free to reach out to us for any additional information or questions.  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22989472
  
  I am rejecting this response because:
  Did not pick up the unit on the 11of November, it was the 22nd. It was not in a box, not wrapped in plastic, nor had a hose in the case for use of such device. I never said I used a Clorex wipe on the unit, I used the Cpap with the Cpap wipes daily. 
  There was never a diagnostic test ran, they ran a report , like the app I use. I also spoke to the manufacturer of this device and was told that Breathe Easy purchased it 2 years ago. Which means it has been refurbished several times. 
  The day it heated , I went to Breathe Easy and showed them everything and even had them smell the hose. Each time I went to Breathe Easy I had ******** on the phone. Every time I had an issue with the device I had ******** on the line. They said I sprayed painted the unit really?
  They do not accept ******** for payments, but does accept ********. Thats is where the *** comes in. When I called with ******** and they asked to bill them, they laughed at ********. ******** did not agree with them at all. 
  This is not the first machine Ive had and am very aware how they work and function. My physician even stated that I use a different company and such paperwork was sent out. 
  Breathe Easy had 2 days to send their paperwork to the physicians office for approval and wait until I came in on the 31st of January to send it, therefore making me sign as an AMA. 
  It would be nice to see how many other people have had that same machine. I still have the serial number. With a company suppling ********************** equipment, I believe that they are abusing people. 
  Sincerely,
  
  ********* ********

  Business Response

  Date: 03/13/2025

  This will be my last response to this matter.  We have been dealing with this patient for months and the information in her recent response is all completely false.  I stand by my first response and have the documentation to back up all claims and events.  It is amazing how diluted someone can be over the course of events.  Even the patients insurance providers are dumbfounded by this patient.  We appreciate the opportunity to respond to the initial complaint but there is really nothing more I can add as I have already clearly responded to the patientscomplaints.  Anyone in this community that knows Breathe Easy Medical knows that we are an upstanding company always willing to help our patients and go that extra mile.  Unfortunately, there are those that we are just unable to accommodate but not because of our efforts.  We have built a reputation of being honest,upfront, and knowledgeable.  We are family owned and operated by licensed medical professionals and have served this community for over 20 years.  Our reputation and reviews speak for itself.  As I had mentioned in my original response, I have all the documentation concerning this situation and will be happy to share non-protected information with the BBB to reinforce our response.  Thank you, ***** ***** Breathe Easy Medical, Inc. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22989472
  
  I am rejecting this response because:
  One they are belittling me. **** picked up on November 22, 2024 not November 10. Returned on 12/31/24. 
  They are charging way more than what the face cover is , see attachments. 
  Guess now I will get notes from my doctor due to them knowing every time I had a problem with Breath Easy. 
  If I have to Ill obtain an attorney, for their fraudulent claims.
  Sincerely,
  
  ********* ********

  Customer Answer

  Date: 03/17/2025

  Overcharging for face cover.

  Belittling a client is a disgrace.

  Doctor is aware of every single incident.

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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.

  On or about August 8, 2022 I received a call from Breathe Easy asking me if i wanted to get a new CPAP mask. I said yes but I had moved to Volusia County and have different insurance. i gave the person my insurance information and she put me on hold. When she came back she said I was covered and took my order and $22.91 which is my usual copay. In November 2022 I received a bill for $47.09. I call them and ask why they are charging me additional money. They are not very pleasant and have been difficult to work with in the past about overcharging. The billing person told me to ask my insurance. So I did, and was told that Breathe Easy was out of network for my new insurance. I called back to Breathe Easy and spoke with the billing person again and told her what my insurance said. And she "Oh, I thought you were in network, this is the first time i heard ****************** was out of network, I will but a note in the file." I told her that this was clearly their mistake and I don't owe the money. A week later I get another bill indicating I would be turned over to collections if i didn't pay immediately. I called today and spoke with the Manager ****. He said it was my responsibility and that I was supposed to check with my insurance to see if they were in network. I tried tried to explain what happened but he insisted I pay the remainder. Things got a little heated when he would not let me speak and he talked over me. He told me it was sad that I didn't take responsibility (for their mistake). He said they do billing only as a courtesy and I need to check my insurance before using his company. His staff told me I was covered but they are either incompetent or dishonest and gave me false information. I told him I would spread the word on the web about their business practices. He said he didn't care if I paid it or not he would turn it over to collections. I wonder how many other senior citizens they change the price on goods and demand payment.

  Business Response

  Date: 12/02/2022

  This is the response for BBB case# ********. The patient was contacted by Breathe Easy Medical on August 8th, 2022 regarding his CPAP mask resupply order. At that time, the patient let us know that he did want his supplies and that he had moved to Volusia County. He also provided his credit card information for his co-insurance payment. At that time, we accessed the United Healthcare provider portal to verify eligibility and co-pays. Because we are an in-network provider for United, the co-insurance to be collected was listed as 20% in the portal. We proceeded to process his order and charged the co-insurance as provided by the United Healthcare website. The order was mailed out to him on August 10th, 2022.
  
  The payment from United Healthcare was received on November 1st, 2022. With this payment we learned that there were additional co-pays due. Our billing department followed up with United Healthcare and they said that since the patient now lives in Volusia County, we are considered out of network with his plan. We spoke with them about being under contract and the portal did not show us as out of network for his plan. They did some research and now found that his plan lists us as an out of network provider even though we are a United Healthcare provider. We let them know that we checked the provider portal prior to dispensing his supplies and there was nothing there about being out of network or the patient having higher co-pays. They did not understand why we were considered out of network with this plan and were looking into the situation. As of 12/2/2022, we have still not heard back from United on this situation.
  
  Regardless, when a patient is first taken on by our company, we let them know that we do the best we can with the information provided by the insurance provider. With over 900 different insurance companies and thousands of plans in the U.S. alone, it is impossible to always get the most accurate information. We encourage our patients to verify their own benefits since it is their insurance. Upon initial delivery, patients are made aware of our assignment of benefits clause. The patient signed an acknowledgement of this clause which states, "I request payment under my medical insurance to be made directly to the above named company for the products provided. In the event my medical insurance does not make payment, I (or my Agent, Parent, Guardian, Representative, or Estate) agree to be personally liable for all charges". This is a standard practice for any medical provider because co-pays and deductible can change and information from insurance companies can be unreliable at times. We try to do the best we can but ultimately it is the responsibility of a patient to know and understand their insurance, their benefits, and potential monies they will owe. We used the information provided to us from United Healthcare at the time to calculate the co-pays.
  
  The patient states that we overcharge. This statement is inaccurate. When a company works with an insurance company, the insurance company sets the price, we do not. The patient receives an explanation of benefits from his insurance that breaks down all the charges. The insurance company sets the price, we do not. If the patient looks at his explanation of benefits, he will see this. He can also call the insurance company and verify the prices, which sound like he already has. So, he is aware and knows that we have not over charged him.
  
  The statement about our billing person stating that we though he was in network is correct. When we verified his benefits prior to delivery through the United Healthcare portal the information we received was a 20% copay do. We did not look any further since we deal with United Healthcare frequently and are a certified contracted provider.
  Even thought this was all presented to the patient when he called in, he said it is our fault and that he is not liable for the monies. As I stated above, we do the best we can with the information that is provided to us. We are not asking the patient to pay a bill that he is not responsible for. Ultimately it is his insurance policy and his responsibility to verify his benefits. I looked over this situation and our staff followed our procedures correctly. We do the best we can with the information given.
  
  Our bills are sent out automatically and a second bill puts on the bottom that to avoid collections, please take care of this bill as soon as possible. We very rarely send people to collections. When the patient called up and spoke with me on 11/28/2022, I explained the situation and let him know that he was responsible for the additional copays. He became irate and kept saying it is our fault and our problem. I tried to work with the patient the best I could but without success.
  
  We service thousands of patients a year. You are always going to run into patients that feel they share no responsibility. With the patient's rudeness to my staff and myself, I did give him 2 options of either paying the bill or it would just go to collections. At that point in the conversation, I was not going tolerate and listen to his rudeness any longer and told him I did not care what he did. The patient told me that he has an 800-credit score so send it to collections. He also threatened my company by saying he would spread the word on the internet and report us to business organizations. All because he does not want to own up to his financial responsibility. I never mind when a complaint is brought against our company because in the end, when both sides are presented, people can see what is right and what is wrong. In this case, the patient not only does not want to take care of his financial responsibility but the way he treated my staff was unacceptable. We are in the business of helping people and should not have to endure nasty situations like the patient created.
  
  His last statement of, "he wonders how many other senior citizens they charge the price on goods and demand payment", is another attempt at making it look like he is the victim in this situation when he should do what is right and take care of his financial responsibility. As stated above, the insurance companies set the price and any deductible or co-pays that will be due. We have nothing to do with this. When we agree to accept a patient's insurance, we accept the prices set by the insurance company. I wish people would be honest when reporting or complaining about a company and just state the facts and not make things up.
  

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The managers response is a valiant attempt to justify their mistake and wanting me to pay for their error. Their policies and procedures appear stellar without exception but unfortunately they are misleading and clearly are not practiced. Looks good on paper, lol. The manager spoke to me in a condescending manner which sounded like he does this spiel all the time. I was put on hold initially with staff for approximately 20 seconds and told I was covered because usually ****************** is in network. Unfortunately, they appeared to make that determination off hand without checking contrary to the mangers statement. Hopefully, others will read their actual business practices in this complaint opposed to how they like to describe them. I am done with Breathe Easy and their error is on them. They are unwilling to rectify it and then make it sound like they are above board in the dealings with customers. I am sending mask back and expect a full refund.

  Business Response

  Date: 12/09/2022

  I feel that we responded to the consumer's complaint in a factual manner, not speculation like the consumer. We service thousands of patients a year and like any company, you will always have a few like the consumer who just feel wronged. We tried to discuss this and work with the patient without success. This whole complaint is over the consumers co-insurance of $47.09. If the consumer handled himself more professionally with my staff, we most likely would have written it off. This is not about the money, but the principle. It is unacceptable to treat anyone the way the consumer treated my customer service staff. I will not respond any further to this case since the consumer has proved that he is unwilling to accept any responsibility and appears to just want to speculate on this matter. I feel I have provided enough information for the BBB and anyone that reads the complaint to justify our position. Thank you for the opportunity to respond to this complaint.