Complaints

This profile includes complaints for Norco Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Norco Inc

  850 W Gowen Rd Boise, ID 83705

• 

  Norco Inc

  3030 Hoyt Ave Everett, WA 98201-4005

• 

  Norco Inc

  101 Stuart Rd Bellingham, WA 98226

• 

  Norco Inc

  198 N Overland Ave Burley, ID 83318-3429

• 

  Norco Inc

  1911 Meadowlark Ln Butte, MT 59701

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:04/28/2025

  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.

  Norco has supplied my ostomy products for the last 11 years. I have lost count of how many times Norco has blamed insurance or a vendor for their incompetence. I have to buy product out of pocket because of Norco's inability to deliver my products on time. I have run out of ostomy products and Norco wants me to drive an hour to pick up product they have in store, but won't deliver. The amount of excuses I have been told is exhausting. Truly a terrible business model. They should not be allowed to do medical services.

  Business Response

  Date: 05/08/2025

  Dear Mr. ******
  Norco sincerely apologizes for the challenges you experienced with your April 2025 order and for any distress caused by our service shortcomings over the past 11 years. We deeply regret that we fell short of our commitment to provide reliable, patient-centered care, particularly when you were left without critical ostomy supplies. Your feedback is invaluable, and we are grateful for the opportunity to speak with you directly to better understand your experience and identify areas for improvement.
  
  After our Ontario Branch Managers conversation with you, we recognize that our failure to follow up with our distributor on Friday, April 25, 2025, and the subsequent delay in shipping your pouches caused significant inconvenience. While we offered options such as picking up supplies in ***** and arranged for overnight and additional shipments at no cost, we understand these measures did not fully meet your needs or alleviate the burden placed on you. To address the immediate issue,our manager personally delivered a box of pouches to you, and we sincerely apologize for the delay and frustration this situation caused.
  
  Upon reviewing your account,we were able to identify two instances where you paid out of pocket for supplieson February 17, 2025, and September 20, 2022due to timing or durability issues. Although these purchases exceeded insurance allowances, we have credited both amounts back to your account as a gesture of goodwill. While this does not undo the challenges you faced, we hope it demonstrates our commitment to making things right and valuing you as a long-standing customer.If there are additional self-pay purchases that were made over the last two years, please let us know.
  
  We deeply regret that your experience led you to seek another provider, and we remain available to assist with your needs should you reconsider working with Norco. Thank you for your patience and for taking the time to share your concerns with our team. Your input has helped us identify critical areas for growth, and we are committed to ensuring all patients receive the care and reliability they deserve.

  Respectfully,

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

  Medical Quality & Risk Manager

  Customer Answer

  Date: 05/09/2025

   
  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:04/24/2025

  Type:Delivery 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.

  Item received was incomplete/non-functional

  Business Response

  Date: 04/28/2025

  Mr. ****** I reviewed your account. You were set up with a nebulizer in October. We billed your insurance for October through December. In January your insurance expired. You did not notify us of any other insurance, so you received a bill.  This cause us to bill without any insurance discounts. As you indicated you paid the January bill. I had the March and April bills adjusted off and ownership transferred to you. The credit issued on your account for $65.22 but that was for yet unpaid balances. The amount you did pay for January's, $32.61 will not be refunded but will be accepted as payment in full. If there is anything else, we may do for you please contact your local Norco location. 

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In June 2024 I was diagnosed with an ILD. In July, it was determined that I needed oxygen for daily activities and an order was sent to Norco to fill. They brought me a stationary concentrator ($58.29 per month co-pay) and a heavy portable concentrator that required oxygen tanks. In August, I requested a smaller portable oxygen concentrator (***) and they took the one they first gave me back and issued me a simply-go-mini (*** $17.65 per month co-pay). By the end of September, having never even plugged the stationary concentrator in, I requested that they come get it. They said, if I was only going to have the **** it was going to cost more. They didnt know how much more. October 8th, they came and took the stationary concentrator back and had me sign a letter saying I was refusing the stationary concentrator. So, from 10/8/24 -2/28/25 I only had the simply-go-mini. I only need it for daily activities, so it was perfect for my needs. I finally got a bill in Jan. 2025 for Oct, Nov, and Dec. They charged me $55.75 per month for a *** as a stationary concentrator, and then they charged me an additional $16.89 per month for the simply-go-mini which was the *** as a stationary concentrator. I called them when I got the bill in Jan. and explained that I only had 1 machine, the ***. They said they would look into it. I called them about every two weeks after, but nothing was ever accomplished. I sent emails. Never heard back and never saw a correction on my bill. I cancelled everything and had the simply-go-mini picked up on Feb. 28th 2025 because they refused to resolve the billing issue. I have tried diligently to resolve this issue to no avail. I even called the insurance company after I saw how much the insurance company was paying for the rental on each piece of equipment. They checked with Norco, and Norco convinced them the billing was accurate. Can you help me resolve this issue?

  Business Response

  Date: 04/21/2025

  My apologies for this late response. The person who was responsible for responding to these had left the company and I was unaware that I needed to take over this responsibility. I have reviewed the file. Unfortunately, medical billing can be quite confusing. These Items have been billed as required by the insurance company. Norco has in no way convince the insurance of anything as they are the ones that set up the rules, we must bill under based on your insurance policy. If you look at your Explanation of Benefits You will see what the insurance approved for adjustment, amount paid by insurance and amount you are responsible for all match your Norco bill. This means that it was billed in compliance with your insurance plan. Again, I apologize for the late response, but everything was billed through your insurance policy. 

   

  Respectfully,

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

  Medical Quality and Risk Manager

  Norco Inc.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Attached is a bill I received on Jan/30/2025 for merchandise purchased on 4/13/203 and the claim that it has not been paid. I shouldn't pay for something that old because the company billing department didn't have my right address while the shipping department did. NORCO has a problem with their system that is their fault, as far as I remember this was paid in 2023 and the company can't tell after two years it hasn't been paid, because our billing department didn't have the right address for you which caused a problem with the insurance company and sent me the statement. Again that's their problem and requesting me to prove that the account has been settled, after almost two years, is ridiculous.

• Initial Complaint

  Date:11/07/2024

  Type:Order 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 CPAP to attempt to address sleeping issues. In November i went in for Septum surgery, the ***************** sleep center was aware i was not able to use the device for a long period of time. After 4 or 5 months i contacted norco and the sleep center i was not able to use the device and would be returning. There is zero paperwork on the montly fee outside the insurance payments I had already made. They continued to call me daily about supplies even after notifcation that could not use the device. I returned the device to the local branch and was under the impression there was a zero balance on the account. About a month later i began to get daily calls that i owed $56. I want to see the contract i signed and the amout of money my insurance company paid them? I had a $500 deductible payment for a device i could not use plus some sort of rental fee. makes zero sense. This is a purposeful deceptive scam.

  Business Response

  Date: 11/12/2024

  Sorry for the delay. We have had a change in personnel, and I am now handling these. I am researching it now and will submit a response. 

• Initial Complaint

  Date:08/01/2024

  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.

  Norco is triple billing random not related to service dates. They continue to bill the customer who has been deceased for 6 months. They threaten to collections yet they have NEVER sent the customer a past due bill or balance owed. The family has spend over ************************************************************************************************************************************************************************************************** ****** ID yet no one had record of it, which is the standard at this company. They track dates of death they just keep billing the customer and of course insurance dosent cover the deceased so they try to take $1000s from the heirs. Its very upsetting and not a professional way to conduct business. If they continue there will have to be litigation.

  Business Response

  Date: 08/19/2024

  Norco has been in touch with the family on this issue. 

• Initial Complaint

  Date:08/01/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 has extreme billing issues. They were notified months ago the patient was deceased, and equipment was returned, yet they continue to bill the patients family hundreds every month claiming the insurance didnt cover it. Insurance dosent pay when there is no patient and its extremely upsetting they wont correct their errors or stop. 

  Business Response

  Date: 08/19/2024

  Norco has been in touch with the family on this issue. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22075907
  
  I am rejecting this response because:

  representative from company was great last week. We had a plan however when I reached out this week, communication is  vague, doesnt solidify what we discussed. 

  This is status quo with the company. Best way to describe, lots of talk, no action. Countless variations of the issue. 

  I am not confident they will follow through. See attached. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/28/2024

  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 insurance paid them $700+ $335.00 still due.Company billed my insurance, told me they would put my acct on hold until my f/u w/ my Dr. ** May. I have 14 emails between myself and them reassuring me I was fine until my appt.After my appt, got a new Rx for a restart and the manager, ****** had already sent me to collections & is saying I owe the remaining $300+. Following is my last email to them, no response. I am on the phone with your billing ****** After All the communication/emails I have had with you, you told me you put my acct on hold until I had my appt with HMC on 5/6.*Are you able to help me understand how or why ********* denied my new Rx from ********** for my restart, sent me to ******************** on my acct. that I will have to pay the balance & find a new DME? Truthfully, I would be thrilled to go to a new DME, I didn't think that was an option?I had my appt w/ Harborview sleep on 5/6, they sent you the new Rx. I emailed you twice, 5/6 & 5/12, I did not hear back either time.Today I called the # to re-order supplies, to see if they could help, the girl stated that my acct was in ***************** needed to transfer me to billing.I asked her if you were in the office, she hesitated several times, finally she said you were w/ a pt. and transferred **** spent the last 30mins on the phone w/ Tori in billing, she was very efficient, knowledgeable & after I read her some of the emails between you and I, she understood my confusion as to why I am in collections.Can you please call me back today and help me rectify this situation

  Business Response

  Date: 06/13/2024

  Norco has attempted to work with the customer within insurance requirements and guidelines which must be followed for the insurance benefits to be fully applied.

• Initial Complaint

  Date:04/25/2024

  Type:Order 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.

  Account number ******** June 2023 my husband underwent cancer surgery and during that process he needed a tracheotomy during the surgery. The trech tube was removed BEFORE he left the hospital and upon discharge he was given this suction device for a trech he no longer had nor needed. Rather than adjusting the bill or notifying our insurance that the device was not needed, which he TOLD them. He was told 'well your insurance has already paid for it" and it came home with him and sat in our garage until we received a bill in March. We had no clue this machine was a rental and do not understand why this information was not explained nor come with paperwork explaining this. When my husband called about it he was told 'he signed the contract' when he dropped off the machine he requested a copy of the said contract and what he received did NOT have his signature (see document). He explained the situation to the lady at Naco when he dropped it off and she said she didn't understand why it was sent home and it was obvious it was never used and told him there would be no charges (see 2nd document). Yesterday I received another bill for $120 this time. The machine should have NEVER come home with him and if it was a rental he should have been given a contract as well as info on returning it. This constitutes fraud, especially since you've charged our insurance $60 month for 5 months. Same situation with his cpap machine. Is it a rental, rent to own? We don't know because information is conflicting and THERE HAS BEEN NO PAPERWORK expressing the agreement on said devices. I'm honestly surprised there isn't a lawsuit over this practice because it's obviously taking advantage of people at their lowest points - and when it's billed to insurances we don't even know you're doing it until the next year when we haven't hit the deductible yet.

  Business Response

  Date: 05/22/2024

  The manager of the local branch has reached out to the customer to resolve this issue. 

   

• Initial Complaint

  Date:04/12/2024

  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.

  On April 11 2024, my CPAP machine broke. I called Norco early in the morning and was told I would need to have a new prescription sent in to get a new machine. The ******* Clinic sent a prescription at 4:30pm and then again at 11am on April 12th 2024. Norco never responded and I still don't have a CPAP machine. I have called sereval times and get a different excuse each time. I cannot sleep without a CPAP machine. I have been up for two days now. I am completely miserable. I don't understand why this is taking so long. I desperately need a CPAP.

  Business Response

  Date: 04/26/2024

  ****** manager has reached out to the customer and has not been able to make contact.   Process required by insurance for RXs has been followed with requests being processed as urgent to facilitate needed requirements.