ComplaintsforGould's Discount Medical

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am receiving multiple bills from Gould's Medical Service, and they will NOT give me an itemized invoice for the items, so I do not have any proof that I am paying for any items relevant to myself.

   

   

   

   

   

   

   

   

  Business response

  07/23/2024

  Complaint ID* ******** Account summary sent to patient. Please contact me if you have any questions.

   

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  January 2024, my doctor authorizes a new **** ******* for my obstructive sleep apnea, I noticed the machine wasn’t new and start giving me problems from first use, 7/5/2024 the pump stopped working and start giving a fluctuating pressure, my pressure was determined to be 11.5. I called adapthealth after an hour of waiting and transferring I got someone to talk to me she wasn’t friendly and asked me bring the machine, I took the machine to the front desk, after waiting the front desk representative called me a different name, and put the machine on and said the machine is functioning okay although the pressure was fluctuating continuously between 1 to 11 but she couldn’t realize that because of incompetence or she doesn’t want to help me, claiming it was a hose leak after several minutes of attempting to show here the problem she refused to address the issue, told me you have to buy a new machine, and let me go, feeling like a fool, I have to start using my old machine for my obstructive sleep apnea condition. Obevousley *********** collectected the full price from the insurance comapny This is unfair treatment and asking to help me exchange the machine with a reliable one. Thank You.

  Business response

  07/24/2024

  We apologize for the inconvenience the consumer has encountered. A team member from our Corporate Compliance Department will have the account reviewed and contact the patient to discuss our findings.

  Customer response

  07/25/2024

   
  Complaint: ********
  
  I am rejecting this response because: I am asking to replace a defective machine still less than one year in use, you need to accept the return of your machine and check it out.  This is unprecedented to have a defective machine under warranty and still refuse to replace it.  In short the product you offer harmed me due to malfunction and I am using my old machine, I hold your company the responsibility of any harm that will affect my health.
  
  Sincerely,
  
  ******* *****

  Business response

  07/29/2024

  The consumer has an appointment for today, July 29th, to assist the consumer with his machine.  We do apologize for the inconvenience.

  Customer response

  07/29/2024

  
  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,
  
  ******* ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to this store and rented a wheelchair for my mother. She was supposed to return it and didn't. Theey charged MY CARD for a second month. The spoke with her behind my back and gave her the chair back. I didn't agree to pay for thos chair. One time payment and they could take another form after that. If need be. Her name is on the account. The account doesn't belong to me. Now I have to get my card number changed because they'll try to bull me again for a chair I returned and they gave back to her again my permission. If I laid for the chair I should have the chair. This is unethical and disrespectful. That woman make 5k a month and can't afford her own equipment and that's something she needs to be helped with. Not bullying and harassing innocent people.

  Business response

  07/26/2024

  Thank you. We have received the complaint and will work with the patient to get this resolved.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Last fall, my doctor sent paperwork to Gould's to have my powerchair repaired. It needs a new battery charger and a new seat cushion. I have not received either. The repair department will not return my messages about picking up the battery charger and the sales department keeps telling me they have sent referrals to a rehab facility for an assessment for a new chair cushion. The rehab has not received anything from them. In the mean time, I am sitting on a chair that does not support my hips and lower back like I need, resulting in constant pain. I have tried OTC cushions, but none of them are thick enough or molded enough for what I need. My current cushion is a hard, flat gel and foam cushion that is smaller than the seat platform.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I began receiving monthly EOBs from my insurer in July 2023 related to oxygen services rendered by this business that were not rendered to me. I have contacted my insurer and this business multiples times regarding the claims, and learned that the services were provided to someone with the same initials as me who is using my insurance information. I have been promised that the claims would be investigated and removed, since I am not a customer of this business. In January 2024, I received a bill by mail from this business. Nothing has been done to correct the issue I have identified. Yesterday I received an EOB showing a much higher amount than was shown on previous EOBs. I do not know what more I can do to have this issue corrected. I am afraid that this business may eventually report this account (which is for someone other than me, but who has been using my insurance information) to collections or a credit agency. I am going that BBB can help before I contact relevant state authorities.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started receiving an invoice from Gould's and I discarded the 1st one as I hadn't done business since 2017 because of billing issues. I called last week and spoke to a lady and she started out very nice, but by the end of the call she was very hatefully. She said that a doctor (cant remember the name) she stated ordered me a brace and Gould's was billing for it. I told her that I have never received a brace from Gould's, so I am not sure what she is speaking up. I asked her do you have something I signed stating I purchased this from your company? No answer. I asked can you send me a itemize invoice so I can see what it was for. She said she would, but I have never received one. She claims that they billed my insurance and they denied the claim. My health insurance doesn't have record of anything from Gould's. By the end of our call she was getting up set and very rude. I told her send me the email and do not send me any more collection letters. If they turn me over to collection I will sue them for harassment in small claims court. I still have all of my documents for 2017. In the end I think they are billing me by mistake. I would like the invoice ********* corrected and removed from my account and this account permanently closed.

  Business response

  01/11/2024

  The Corporate Compliance Department will contact the patient and get the issue resolved.

  Customer response

  01/11/2024

  
  Complaint: ********
  I am rejecting this response because: only the collection agency It has contacted me they still cannot provide me an itemized list. I asked what the item was and the lady emailed me a support boot that went up to your knee. I did not receive such item at that ******* ****** facility. 

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

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Goulds uses a robocaller to send me a message at least 4 times per week. I have tried to block the number. I have emailed their parent company. Still they continue to harass me with phone calls, purportedly for me to reorder supplies. If I want to reorder supplies, I would have called them. I don't need them to call and call and call and call and call every day after day after day after day... Please get them to delete my telephone number from their records. I used to like them before they got bought by ***** ******. Now I send my business elsewhere due to the incessant unwelcome robocalling.

  Business response

  01/10/2024

  We apologize for any inconvenience this may have caused. Upper management has reviewed this case and resolved the patients concerns. A formal letter will be mailed to the patient as well. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a wheelchair & cushion for my dad after weeks of going back & forth between Gould's Medical Supplies and his doctor office so it could be billed correctly through Medicare. We needed the chair for him to attend his granddaughter's wedding but I couldn't get the information needed from the doctor's office in time so I paid cash for them. When I made the purchase, I was told that as long as I brought the items back within 30 days with the original receipt, I would get a full refund. I made the purchase on 7/14/23 and then I was out of town but I managed to bring them back to the store on 8/11/23. They accepted my return with the exception of the cushion because it had been used & that was understandable. I asked when I should receive my refund and the attendant said he had no idea. I waited a month and called the billing department. The agent there said she saw the accepted return but didn't know why no refund had been made and she would submit a request to get it reprocessed. I asked how long I should expect a result and she said it would take a month. I told her I wasn't happy with that answer. She then promised she would escalate it to her supervisor & I should receive my refund in 7-10 days. I called again on 11/9/23 after not receiving anything: no refund, nor any communication. This time the agent who answered said I wouldn't get a full refund because it was used for almost 30 days. Again, I told her that I was promised a full refund when I made the purchase. She then said she would send my case to her supervisor since I was promised by a sale member and would personally follow up with me. Again, nothing happened. I call them again today (12/7/23) and was told that I wouldn't get any refund at all since it was used for almost 30 days! Seriously?? I paid $689 for a wheelchair to use <30 days & didn't even get to keep it? No one has reached out to me to explain anything!! What kind of service is that? "Sorry" was just an empty word.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gould Discount on Dutchman Lane in Louisville, KY has become incompetent, rude, and careless with their customers. I have been a very long-time customer and this place is treating all its customers poorly. Look at the complaint against here with the BBB and yelp. I am a yelp review and over there most of the 75 reviews are one star out of five. In the last year I have been given nothing but dis-respect and the run around. I have a medical problem that people die from and depend on there products to keep me alive. Case in point my previous cpap machine was recalled because phillips had to recall it because it was causing very serious damage to people who used it and had to wait a year to get a replacement b/c of the millions that needed to be replaced. Finally got the new machine and notified this company of that over the phone and they sent me out the wrong supplies. My health insurer decided to drop coverage for its members and transferred us to one of its competitors and two weeks ago I drove to Gould and handed them my new carrier card to them in person and was told it was updated in their computer. Today when I was attempting to renew my order per there email, I get to the end, and it show my previous carrier information that ended our coverage on 6/30/2023. So now I got to suffer again because they refuse to do their job correctly.

  Business response

  08/29/2023

  The account has been reviewed we have the updated insurance on file for the patient and an order for CPAP supplies was processed on 8/28/23 sales order 22421489. I will reach out to the patient with UPS tracking information today. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 11/29/2022 Gould's Discount Medical installed a chairlift at our home Sales Order ******** Customer ID ******* Price $13,375.00 On July 30, 2023 it came to the bottom of the stairs and that was it - it will not work at all. It took 3 calls to Gould's to find out that the have sold their chair lift business to Med-Mart in Cincinnati, Ohio. Med-Mart will not honor the warranty from Gould's and will charge me close to $300 for the trip to New Albany, and its 3 weeks before they can come out/

  Business response

  08/17/2023

  Thank you for reaching out regarding this matter. We will review the account and contact the patient to provide a resolution.

  Customer response

  08/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The day after I received the email from the Better Business Bureau I got a call from ****** ****** from Louisville.  He said that he had spoken with Gould's about my complaint.  He said he did not purchase the stair lift business from Gould's, but he had purchased their inventory related to the stair lift.  He told me that he would have a technician call me Monday morning to set up a time for the technician to come out and make whatever repair.  No one has called or come out today.

  I'm here with a chair lift that was only installed 8 months ago and now its been been a month since it worked.  I have called other chair lift companies in Louisville and I can't find anyone that will repair a chair lift that they did not install.

  I really can't understand why Gould's won't get involved and stand behind a product that they sold.  I simply want my chair lift repaired.  I am almost 72 and have problems with a knee replacement.  I really need this taken care of, and I would appreciate your help.

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

  Business response

  08/31/2023

  We have contacted the patient and confirmed the issued has been resolved. 

*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. ↩