ComplaintsforMedsource LLC

• Initial Complaint

  02/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ***** shoulder brace order on January 5, 2024, the item did not ship during the date range specified when the item was ordered, contacted Medsource who stated the item would ship 02/01/2024 and it did not. 02/01/2024 Left message for Medsource **** ***** to refund money for the brace and did not get a return call. Called today, 02/02/2024 to talk to **** ***** and was not able to speak with him yet again, left message, call customer service line once again and was told there is no other person to talk to about my issue, therefore I have no further recourse.

  

  Business response

  02/02/2024

  We did not have the item in stock and ordered from the manufacturer.  It is on manufacturer back order.  The manufacturer gave us a ship date of 2/1 but is not guaranteed.  Customer called today but for some reason the call didn't get to *****.  ***** called the manufacturer and they stated it should ship today.  We are waiting on the tracking number from the manufacturer to provide to the customer.  ***** spoke with the customer today about this and they seemed to be ok with what was going on.  Unfortunately we are unable to cancel the order due to it being drop shipped from the manufacturer.  Once the customer receives the brace, they can return it unopened for a refund. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received damaged baby formula and contacted the company several weeks ago about the damage and discontinuing billing at year end and have not received any response or acknowledgement. Contacted the business 11.14.23 with no response or resolution, no baby formula replaced. Nothing. Unacceptable and unprofessional business practices. This is for my baby's food and due to lack of communication from the company it seems they don't care.

  

  Business response

  12/04/2023

  I do apologize that you were not contacted back by patient HUB.  I do see that you had one damaged can by the picture you submitted.  We will get a replacement out to you today.  Should you have any further questions please feel free to reach out to us at *************************************** ****** *******

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a call from medsource one week prior to them delivering equipment that was needed. The person I spoke with said he had contacted my insurance company and my out of pocket expense would be 124 dollars or about that. When the rental machine was retuned I received a bill for 401 dollars and another one for 24 dollars. I called them and told them that this is not was discussed and if I had known the bill was 425 dollars I would not have accepted the delivery. I paid 120 and then another 24 for the separate bill and now I have been charged a late fee since the entire bill was not paid yet. This is bad practice to state one fee and bill for another. I want the late fee removed and a reduced bill or at least more time to pay the bill in total minus a late fee.

  

  Business response

  05/11/2023

  Per the notes on the patient file she was notified on 2/7/2023 that if the deductible was still unmet that the bill would be around $470 and if deductible has been met than the bill would be less than $150.  Ultimately is the patients responsibility to know their benefits because we can only quote and cannot guarantee benefits.  I will discount the bill 50%, original bill is $423.59, discount 50% which will make the new adjusted bill $211.79.  The patient has already paid $121.74, so that will leave a balance of $70.05.  I believe this is a fair compromise as this is the patients deductible that would have to be paid either to us or the hospital for the surgery they had. 

  Customer response

  05/12/2023

   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.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company operates disguising itself as "Insurance Covered Breast Pumps". I have copies of their emails saying my pump and flanges would be covered at 100% by my insurance, as well as the back brace. I emailed them saying I wanted to get only what was covered. ONE brace was charged 2x to my health insurance, [the first time being $995, which insurance denied. The 2nd charge was covered (seems like this is the legitimate charge?). I never explicitly agreed to continuing pump parts through this company, that they continually sent me. They are claiming that I agreed to this over email, and I never explicitly said that they could do that. I have copies of emails to support this. Unless they have a signature from me, or a specific email where I said this, their collections threat is null. They were charging me $1800-1925/month for these $30 value pump parts. The amounts of their fraudulent charges equal a whopping total of $16,145. When I addressed this with ***** she sounded like she knew what they were doing was unethical, but referred to "above market costs". I've tried to resolve this with the business, but they threatened to send me to collections, so I agreed to pay them $10/month. I called to cancel shortly after, as I've seen on here that they did this to other multiple people. I have an amazing credit score of 750. I pay my bills. But I am not going to pay a company that downright lied about pricing. Refer to their website. Another thing that didn't compute: she "didn't know what the charges were for/they didn't send them" (the $1800/mo charges for "home health"), then a minute later she said that those were for "the pump parts". Contradictions. The first time I called about the charges for the pump parts, they "wrote them off". I had never received a bill for my back brace (almost a year later) as it was covered in full. All of the sudden they pulled up a bill that was "lost". Bottom line: I have email correspondence to corroborate, they don't.

  

  Business response

  03/18/2022

  Our website is *******************************, at the bottom of the site it states " Insurance Covered Breast Pumps is a MedSource, LLC Company Copyright © 2022 Insurance Covered Breast Pumps".  We have only charged the Ms. ********' insurance once for her back brace.  We billed it as date of service 3/16/2021, if she has any documentation to show we have charged for a back brace other than the date of service I would like copies so I can see what is going on as we have only one charge for the patient.  Also Ms. ******** has stated in the complaint that the back brace was to be covered a 100%, but per the email she provided "screenshot 139, it stats that if her deductible was not met she would be responsible for 100% of the cost and if it had been met she would have been responsible for 80%.  In this case her deductible had not been met and that is why she was responsible for the back brace.  Also per the attachments screenshot 138 on April 8, 2021, it states that replacement parts were covered with a valid prescription and that she would received two weeks after her due date along with receiving them monthly.  In the monthly supplies is a card stating if they didn't want them to email us and we would stop shipments.  Per Ms ******** screenshot 136 on Dec 10, 2021, we cancelled her shipment when requested.  Also noted in that email was a screenshot of an email from 5/24 that Ms. ******** had emailed in to update her shield size so she would be receiving the correct shield.  We have a list price that we bill to insurance companies, the insurance companies have a fee schedule that they pay.  We never billed anything fraudulent, everything we billed for Ms. ******** received.  As a courtesy for Ms. ******** not understanding the emails she had received stating her responsibility for the back brace, we went ahead and wrote the charges off.

*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. ↩