ComplaintsforBaxter International, Inc.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Complaint taken over phone by BBB Staff:Consumer states she called business to place order and they were supposed to call her to tell her when to expect the delivery. The business did not call, so she called them June 7, 2024 and was told by business that *** would deliver with an estimated time of delivery between 2:00pm and 3:00pm on June 7, 2024. *** delivered, but would not bring into her home, so she refused delivery, as the order package was too heavy for her to lift and carry. *** then took it back to to the facility.Consumer stated she called Baxter again on Monday June 24, 2024 and to re-order and was told it would be delivered July 5, 2024 and she would receive a call on July 3, 2024 with an estimated time frame for delivery. She said she told them not to use ***, but they did not change the method of delivery.

  Business response

  07/25/2024

  Hello,

   

  I am reaching out to provide a response to complaint #********. ******************************* had requested for us to not use *** as a delivery option ever again, however that unfortunately is not always an option if the product is not available at her local warehouse at the time of delivery. On Friday 6/7 one of our **************** Representatives explained this to ******** over the phone and ********* stated she was going to refuse all *** deliveries. Our ** Representative informed her of *** MyChoice, MyBaxter, and Inside Assistance- all options offered to help track *** deliveries and help bring them inside. The ** Representative then called the patients Clinic to have the PD nurse explain our *** Policy to the patient as well. We offer Inside Assistance that the patient has not requested since February and it was fulfilled on 2/15. I also called the clinic and spoke with ***********************************, ** who stated that he informed her of our *** policy and options and stated that she informed him she was going to continue to refuse this form of *** delivery I let the RN know that this may cause her to not get necessary PD supplies and he was aware as was the patient.

   

  By providing a description of the resolution, I hope to update/close out this case. Please let me know if any additional information is needed. Thank you and have a great day.

   

  Best,

   

  

   

  *****************************, CPhT

  Homecare Service Supervisor, UCAN **************** and Pharmacy Operations

  RTS Americas Inc.

  Baxter International, Inc.

  One Baxter Parkway / *********, IL ***** / *************

  T ***************

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Date of Transaction: 3/28/2024 ****: ******** Order #: ******** The baxter driver broke one of the staircases when he delivered the dialysis solutions to my house.I've been calling the baxter customer service (# *************) since 3/28/2024 and didn't get any response. First, they told me the warehouse manager will contact me within 24 hours. But I haven't heard anything so far. I've called the customer service again this morning. I was told I shouldn't be expecting a call from the manger any time soon. Someone will contact me. I asked when I should be expecting a call. They said they can't provide me any time frame. I requested to talk to the upper management. They said no. I am not sure what else I can do at this point. I am very disappointed at their customer service and how they handle the situation like this.

  Business response

  04/12/2024

  We do apologize for the inconvenience that this has caused you and with the notification that was sent from customer service coming in on the holiday weekend and myself, the manager, being out on PTO the week after the call was done the promise that you should have received a call by the manager in 24 hours should not have been made to you. Customer service does not have access to my schedule for PTO or traveling throughout my region, but they shouldn't have given you a timeline that couldn't have been met.  I should have followed up with my office staff after I came back from PTO earlier this week to ensure that that the accident claim was completed to get this fixed through our insurance to make this right. They put a claim in this morning as well as was asked to make a call to you letting you know that it was sent out, and I will be following up to ensure that this is a priority since the claim has been delayed.  Once again, we apologize for the delay and will work toward fixing the process of how customer service reports to my team there unfortunately is another incident where there is property damage to ensure the proper expectations of communication is being given to patients.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I received a heart monitor from this company 03/30/2023 requested by my doctor. I've received multiple bills and letters indicating that my insurance responded that I'm not eligible. I contacted my insurance and they have not received any claim at all. The insurance claim examiner tried to contact this company and mailed a letter to BDx (attached) showing my eligibility, contact number to verify my eligibility and instructions to file a claim. I provided my insurance information over the phone, by fax and by email multiple times and can't get a claim filed with my insurance. I requested BDx to send me a copy of the insurance denial and they stated they can't send it to **** just want this company to file a claim and, if my insurance in fact denies the payment then to provide a copy of the insurance explanation, not a letter saying that I'm not eligible.

  Business response

  12/21/2023

  Attempted to call customer but was not able to connect so then emailed customer requesting more details:
  -What type of monitor is it that you have and are trying to file a claim for?
  -Were the bills and letters that you received claiming you were not eligible from Baxter? 
  -When you provided this information over the phone and email, what phone number and email address did you contact?
  

  Once I received the above information from the customer, I could then see the product was the Cam Patch Heart Monitor which appeared to be cardiology related so I then reached out to the cardiology lead to see if this is something that is supported. They stated that they do not support this item and ***** (BDx solutions) is a separate entity and sent me this link: Contact Us | ***** Diagnostics (bardydx.com)
  
  I called the phone number ***************) listed as a contact for ***** (BDx Solutions) in the above link and spoke with a representative- I asked them if the Cam Patch Heart Monitor was one of their supported products and if a customer had questions related to insurance claims, how to file etc. who should they contact for assistance. They stated to have the customer call ************** and ask for billing and that one of their in-house billing representatives would go over all of this with them. I explained that the customer stated they had previously tried to contact on multiple occasions and had been unsuccessful. The representative assured me that if the customer calls the number *************** ) listed above, their representatives would assist.
  
  I emailed the customer with the information above 

  Customer response

  12/21/2023

   
  Complaint: 21014008
  
  I am rejecting this response because:

  The problem is not solved, and Im back to square one as I have to call BDx again and start all over hoping they will take some action.  The person who contacted me is not a representative of the same business that I have problems dealing with which is BDx not baxter.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint involves a *********************** (Provides solution filled bags) for Peritoneal Dialysis. This complaint is not medically related but pertains to the removal of their supplies. My husband (*************************) was on dialysis and received peritoneal dialysis bags (large soliton filled bags) weight approx 8-9lbs ea. on a monthly basis (40 boxes). Wed been with Baxter since 2009. Unfortunately, my husband passed Nov. 7, 2020. Wed just received a new order and my husband had been hospitalized so there were extra boxes already left over from previous month. Total 48 boxes. When my husband passed I contacted Baxter and they stated that they required the equipment (cycler) machine right away. I packed it up and they sent *** the next day. I inquired then about the remaining supply bags and they indicated they would pick them up but Covid epidemic was just beginning so I was to wait for it to get under control. Said that as long as the bags had not expired( they hadnt) some were usable into 2022. I called twice in 2021 and was given the Covid excuse for waiting. Called again in 2022 (twice) still Covid reason for delay. Now, I call and from nowhere theyre telling me that they dont pick up these supplies. Theyre giving me the runaround. The young lady by the name of ******************* up on me. So unfair. Im 72 years old and disabled. Semi trailers made these deliveries. How am I to remove all of these large boxes from my home?? I am on a limited income and even more so since my husbands death. My home is small and these boxes have occupied a large amount of space in my home for sometime. We were their clients for almost 12yrs!!! How can they treat me like this?? Please help me if you can. Any assistance would be sincerely appreciated. I simply want them to send one of their drivers back to remove these boxes. Praying that this matter can be resolved. Thanking you in advance for your assistance.Respectfully Submitted,***********************

  Business response

  10/18/2022

  Hello,

  We apologize for the hardship this has caused ***************. We have been in recent contact with her and have scheduled to have the supplies picked up on 10/31/22. 

  Kind regards,

  **********************************
  Product Owner, *********************** ***
  **********************
  One Baxter Parkway / ****************************************** / *************
  
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  i am on dialysis and have a monthly delivery of supplies for this purpose. I had a delivery on Nov 23, ************************************** my hallway. I havent heard from anyone and he the driver and I both took a picture of the damage . He said he would inform his boss , but I have yet to hear from anyone. I calledom 12/1/21 and on 12/8 twice. The warehouse managers name is ************************* i was told by a rep name *****

  Business response

  12/10/2021

  Hello,

  A complaint was filed by Baxter Healthcare with ******************* Services who are responsible for processing these claims for Baxter.  After filing the claim on 11/23/2021, Baxter has made multiple attempts to contact this customer and have left voice messages each time with instructions to contact Helmsman, since the claim is already active.  The customer continues to call our customer service department and leave message for our warehouse contact who filed the claim, but has not yet made contact with Helmsmen to inquire about the status of the claim, which is the process to follow for an acceptable outcome.  Please see below claim information:

  Claim number: 413-283458

  Event number: 861212510

  Customer Name: **********************

  Type of claim: General Liability

  Loss date/time: 11/23/2021 12:01am

  Loss location: *************** **

   

  Kindly let us know if you need any further information. 
  

   

  Sincerely,

  *********************************
  Product Owner, *********************** ***
  **********************
  One Baxter Parkway / ******************************************************************
   T  ************
  *******************************************

  Claimant: ***********************

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer response

  12/10/2021

   
  Complaint: 16345165
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  i havent heard from them , I have no msgs on my voice mail. I tried calling them 12/9 and was on hold for over an hour 

  Business response

  12/15/2021

  To whom it may concern, 

  Our company has spoken to the customer. They now have the claim information and are reaching out to the insurance company. 

  Kind regards, 

  
  
  
  **********************************
  Product Owner, *********************** ***
  **********************
  One Baxter Parkway / ******************************************************************
  T  ************
  *******************************************

  Customer response

  12/18/2021

   
  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,
  
  ***********************

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