ComplaintsforHome Medical Express, Inc.
Durable Medical Equipment
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Complaint Details
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Initial Complaint
06/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
*************************** was diagnosed with severe sleep apnea by the sleep doctor on Madison ****** in ********, ** who sent her to Home Medical express for a CPAP machine. after some discussion about the machine ***** signed a lease contract for a machine, received a very brief instruction how to use the machine. ***** was not able to get the mask to work. ***** tried to contact the company got nowhere, Supposedly the sleep doctor tried to contact the company with no results. ***** got a second doctor to write a script for a Dreamwear mask which was purchased form a firm in ******* for $159. Later Home Express started billing the **** out of her for supplies for the mask they furnished but ***** could not use. When ***** contacted the firm she was told tough luck sucker you signed the lease. Since then ***** has been getting more bills? It appears Home Medical Express is running a ******** scam and the sleep doctor may be getting a cut or is just writing off the patient.Initial Complaint
03/22/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I responded to a 12/14/22 email from the company encouraging me to order CPAP supplies if I had met my annual insurance deductible, so that I could receive them at little or no cost. As I had met my deductible and out of pocket maximum, I reordered that day and the items were shipped on 12/19/22.In March 2023, I got auto-billed for these items on my credit card on file as I was told the company puts these expenses through insurance over a three month period. Since I haven't met my deductible for 2023, I was charged.The original email states that estimated out-of-pocket costs would be discussed prior to service. This was not done. I only ordered because I was misled by the written deceptive solicitation and relied on it to expect that supplies would be at no cost to me. I requested a refund for the charges of $37.14 and $56.06 and was denied.Copy of email is attached. I request a refund of these charges and wish to warn others and urge the company to cease this deceptive practice.Initial Complaint
03/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I gave them a check to use as a deposit on my cpap machine, they used my routing number off my check & set up auto pay out of my account without my consent, now they're billing me every 2 weeks instead of standard 30 day payments, they're also billing my insurance. I never gave permission to take funds out my account. Now they are arguing with ******** getting no answers.Initial Complaint
02/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In January arrangements were made for Home Medical Express to deliver equipment to my home for use by my husband. Included was a commode suggested by **********************. I informed HME we did not want the commode as we had one. They replied ******** will pay for it. Its free. I reiterated that I did not want it but they sent it with the other equipment. If was never used. On January 14 2023 my husband passed away and we informed HME that we wanted them to pick up the equipment which they did on January 18 except for the commode which they could not take back. Oh February 12 I received an email from HME saying that they had billed us $41.60 for the commode on auto payment transaction ********* which was not authorized by me. My son contacted HME and told them that the amount, although minimal was in dispute. Nevertheless they charged my credit card for the unauthorized transaction. I have their email. The amount is minimal but the action of HME is not. They sent the commode over my objections and then charged me for it on my **** card without my consent. This seems highly unethical.Initial Complaint
11/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed two orders with this fraudulent company back in August. The order numbers were ******* and *******. When i had not received anything back then I called them only to be told they needed to contact the dr for new prescriptions. Once new prescriptions were obtained, they then told me the items were on backorder. When one of the items was back in stock I was contacted by them only to be told that they could not ship it until I paid for it. On August 19, I then paid $****** to them via credit card. A couple of days later I still had not receive the item and I called them and they told me that it was shipping out. It was then october before I ever received the items. I was then sent a bill totaling ******, when I called them and asked them what happened to the ****** that i paid previously, they stated that they showed no proof on their end that the amount was paid. I told them my credit card statement stated otherwise. I was told to email ******************************** my statement (with items redacted that were of no concern to them) showing the amount and name of the company. It has been over four weeks now and I have not heard anything from them but I still get their bills. I will not a pay a cent until I get to the bottom of this. I have attached not only the email that I sent this to but also the credit card bill. This company should be shut down immediately purely for the sake of all the people that are in true need of medical equipment and are getting billed blindly. I want this resolved and for this business to lose my contact info, I WILL NEVER order anything from this business in this lifetime.Business response
12/12/2022
Thank you for contacting us regarding this concern. We will reach out to the patient to assist with a resolution.Initial Complaint
11/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am disputing charges billed. When asked to itemized invoices there have been numerous discrepancies in the invoicing including date of service and explanation of the charge. When I point this out, their representative says "oh I sent the wrong invoice". This happened several times, each time they send a new invoice it shows different dates of service. I believe that they have twice invoiced me incorrectly. They have sent this to a collection agency and I am formally disputing.Business response
11/22/2022
We apologize for any inconvenience and having the patient's issues addressed.Initial Complaint
11/08/2022
- Complaint Type:
- Order Issues
- Status:
- Unresolved
Every time I call this company regarding my claims. They are all very rude and tell me it is not covered. The truth is the claimes are never filed correctly. Over and over I call and things never are done correctly. I want the company to do their job and not keep pushing the blame on the customer. I keep getting past due memos and that is not true. Please help!Business response
11/10/2022
To Whom It May ****************** have received this patient's complaint and will contact the patient directly to help resolve this matter as quickly as possible.
Thank you,
The Resolutions TeamCustomer response
11/11/2022
Complaint: 18374139
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
10/10/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had used Home Medical Express for my CPAP supplies. I now have a different provider and Home Medical Express will not stop calling me. I have explained several times that they are not my supply provider anymore but they keep calling sometimes several times a day. Just want them to stop. I block a number and they call from a different number.Business response
10/12/2022
We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and contact the patientInitial Complaint
09/06/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I had paid off my CPAP machine, which according to Home Medical Express was paid off in December 2021. Home Medical Express has continued to charge me after the machine was paid off. Over billing is as follows: 02/23/2022 $141.15; 03/23/2022 $141.15; 05/23/2022 $70.57; 06/23/2022 $70.57 I also tried to turn off auto pay online but they don't allow that--only by phone. So I called to cancel that and they said they did and still kept billing me through autopay. So I had to cancel my credit card to stop it. There's also now a pending bill of $200.40. I need the above refunded to me and the latest bill cancelled. I have called three times and sent an email to remedy this. If I don't get resolution here I may need to seek legal help or call one of the ******* ******* channel investigative reporters to see if they can help.Business response
09/14/2022
Thank you for reaching out regarding this account. We will contact patient to assist with a resolution.Initial Complaint
08/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I file d with the BBB regarding this business. They said they would call to resolve. They never did. I keep getting invoices and I would like an explanation. I started asking for an invoice because I don't like the way they bill. It was short. I keep getting invoices, not duplicates for that date 06-01-2022. I only received 5 of the 6 items on the invoice, which I paid. I would like a FINAL bill, but you must justify your charges. P.S. The BBB closed my case in anticipation of the business contacting me, which it did not. For reference the case # is/was17626495. Can we please wait for resolution before you close my case...this method seems to be premature. Sincerely, ***********************************Business response
08/18/2022
We apologize for this inconvenience we will work with our billing managers to find out what is going on and will be in touch via phone or emaill to resolve.
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Customer Complaints Summary
216 total complaints in the last 3 years.
50 complaints closed in the last 12 months.