ComplaintsforGould's Discount Medical

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was sent a bill for a leg brace and a pair of crutches. I received the brace and have it here in my ownership; however, I never received a pair of crutches during my hospital visit. I called and spoke with customer service at Gould's and tried to explain this to them. They told me I was responsible for the payment and could pay it or it would be sent to claims. Why would I lie about not receiving crutches when I am being 100% honest about the brace?

  Business response

  07/10/2023

  Good afternoon, 

   

  We are having the account reviewed and will contact the patient as soon as possible.

   

  Thank you. 

  Customer response

  07/10/2023

   
  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.
  
  Sincerely,
  
  ******** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has followed me for the last 8 years. They sporadically start billing insurance and me for a product which is an oxygen concentrator that I requested they pick up in 2018 and they refused. They told me if I returned the concentrator I would not be able to get oxygen anywhere for the next 5 years. It's actually the opposite. There have been no orders for this since 2016. They requested orders from my Dr again in January after I upgraded to better insurance. My doctor said no. Now my oxygen is dropping because of post covid issues and I had to have a hospital admission and several ER visits because I had no oxygen at home. I cannot get it anywhere which is what they threatened years ago and followed through on. They're committing insurance fraud by billing for equipment rental on equipment they know I no longer have without physician orders. They told me I have to pay for that concentrator that was junk 8 years ago that only lasted for 8 months anyway before it stopped working that they refused to pick up. After reading the reviews on Yelp I found that many others go through the same thing I have been dealing with trying to communicate with them which is being hung up on, multiple transfers that lead nowhere along with no return phone calls and straight out lies. I was told yesterday by a supervisor that I could get oxygen again if my doctor sent orders because they have no record of this. I know this is not true because I received a bill yesterday. They are dangerous to people with health problems. I had acute respiratory failure and spent a month with my oxygen dropping into the 70s with no way to get help and now major organs are being affected. I now have a hospital bill that could have been prevented and multiple emergency room visits as well. I am sure they are harming many people. Their customer base consists of many disabled and elderly people. I now have so many hospital bills to deal with that could have been avoided if I had oxygen at home.

  Business response

  06/15/2023

  Good Afternoon, 

  My name is ***** and I am reaching out to you from the Corporate Compliance Office at Adapthealth.
  

  I would like to express our gratitude for taking the time to reach out to us with your concerns. We greatly value the opportunity to address and resolve any issues that our patients may encounter. I am writing to acknowledge the receipt of your concern involving Ms. Stacey Wilson, dated June 15, 2023.

  Upon receipt of your communication, I have alerted our dedicated team about the allegations. Rest assured, we are treating your concerns with the utmost seriousness and are diligently working towards an appropriate resolution.

  We are committed to addressing her concerns thoroughly, albeit it does not qualify as an 'urgent request' requiring a resolution within 24 hours. To ensure transparency and effective communication, we kindly request that you acknowledge receipt of this email. You can do so by replying to this email, calling me at 484-214-2078, or by emailing me directly at [email protected].

  Thank you, 

  **** ** ** ****
  Resolutions Specialist, Corporate Compliance, AdaptHealth
  ** *********************
  P: 484-214-2078
  ***************
  Click here to view the *********** ****** ** ********** *********************************
  
  Confidentiality notice: This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. If you are not the intended recipient(s), you are hereby notified that any dissemination, unauthorized review, use, disclosure, or distribution of this email and any materials contained in any attachments is prohibited by Federal and State Law. If you receive this message in error, or are not the intended recipient(s), please immediately notify the sender by email and destroy all copies of the original message, including attachments.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This might be the worst business we have ever had to work with. I was charged $395 for an $81 soft brace when my son broke his wrist. I was told the retail price by one of the 20 people I was sent to. Many who did not speak English well enough to be of any help. I have spent over 10 hours on the phone with them being bounced all over to try to get my bill corrected. Every time I got off the phone they said it would be corrected and every time it never was. After the last time of being told it would get corrected they sent us to collections. I have never been so dissatisfied with customer care and unethical business practices.

  Business response

  05/23/2023

  Good morning 

   

  I am not able to review the account due to the mother not providing the patient name or required information. I have called and left a voicemail for the patients mother to either return my call with the required patient information or to have updated in the BBB complaint. 

   

  Thank you 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I have spent hours trying to remedy this problem on my own. My Gould's account number is ******** I received incorrect materials early Jan. of 2023. I requested and received a return UPS label. I shipped the materials back on Jan. 10. I received an identical incorrect order a week later. I again requested and received a return UPS label. I shipped those materials back on Jan.29. I received the correct order on Feb. 16. I paid the amount shown of $17.80. There was no past due balance on that statement. Since that payment, I have received daily calls from Gould's wanting $65.88 for the two Jan. orders I returned. I have tried explaining the situation to no avail. I have spoken to every department, I have been on hold for hours. I have sent them letters vis USPS. I asked them to stop phoning me but they did not. I had to block the number. They found a different number to reach me. I explained to the gentleman calling that I shipped back the orders and that I had receipts. I asked him to explain the $65.88, he could not. I asked him to please stop calling but he did not. I blocked Gould's a second time. They keep sending me bills via USPS, The amount varies but this last bill was $65.88. The week of Feb.27 I spoke to my provider's Gould's representative. 1. She called " Honey ", hard pass. 2. She told me she could not help me. 3. She gave her supervisor's number to call. I did not call, I have had enough. I do not have any more time to put into a debacle that is not my fault. I suffer from PTSD and this problem has caused a flareup. I almost paid the $65.88 to get them to leave me alone. However, I suspect they are harassing others so I need to speak up. I would like for the BBB to get Gould's to clear my account and leave me alone. No more phone calls, letters, or any correspondence at all. Thank you, ****** ********* Coddington

  Business response

  03/16/2023

  We apologize for any inconvenience caused to the consumer.  We have attempted to reach the consumer at the number provided to discuss the concerns listed, but we have been unable to reach the consumer.  A message was left for the consumer to reach me, ********** ** *************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in the hospital with Covid19 after getting discharged Gould's brought me an oxygen machine. In July of 2022 they made arrangements to have it picked up. No one came to get it and now they are billing my insurance company and fill that I should pay a deductible. I refused and no one is willing to pick it up. I get emails and phone calls weekly concerning me owing them for the machine which they refuse to come and pick up. Ashley was very rude and would not talk to me about picking up the machine and refused to give me a time.

  Business response

  01/25/2023

  Thank for you contacting us regarding this concern. We will review the issues and reach out to the patient to assist in a resolution.

  Customer response

  01/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****
  
  Regards,
  
  ****** ******

  Business response

  01/31/2023

  We are actively working on a resolution for this complaint. Mr. ****** has been contacted and has replied.

  Customer response

  01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****
  
  Regards,
  
  ****** ******

• Initial Complaint

  11/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would never recommend this business to anyone. They are committing insurance fraud and have been harassing my family for almost a year. My young sister has been in recovery from an illness and Gould's was the one who provided her medical bed. Well that bed has been returned, everything good. But she also received a lift through ANOTHER company NOT Gould's. Apparently the company screwed up and has been after us to return a lift that doesn't exist. They keep claiming that they delivered a lift and that wasn't true at all. A lift was never dropped off to us as I told the people over the phone before delivery that we do not need a lift. We have told Gould's this on multiple occasions and they are still harassing us, this other company, as well as the insurance company. Our insurance is telling us that they are still trying to claim payment for this. A service that was never provided. This is insurance fraud. I'm asking for the harassment to us to STOP and for all contact to stop with the other company as well as the insurance company. We have let the insurance already know not to pay them and I can assure you if this situation does not change quickly I will be taking legal action.

  Business response

  11/02/2022

  Thank you and our apologies for the inconvenience. One of our team members will

  be in contact with you to obtain additional information.

   

  Thank you,

  Corporate Compliance Department

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 25th 2022 I paid an invoice for a walker I had purchased. The amount due after insurance was 8,65, which I wrote in the numeral section. One the second line of the check, I mistakenly wrote Eight eighty-Five 65/100. The check was cashed by my bank for 885.65 on 9/2/22. We have contacted ***** ******/Gould's Discount Medical by phone several times and email and they still have not refunded the overpayment. We have had an attorney send a copy of the check and bank statement to no avail. The only response we have received was by phone, saying they need more time. Being a senior citizen living on a budget, I need my refund of $877.00.

  Business response

  11/04/2022

  We apologize for any inconvenience caused to the consumer.  We have reached out to the consumer to discuss the issue and advised to check his account within 7 to 10 business days.  If there are any further questions, please contact me, ********* ******, at ************.

  Customer response

  11/07/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ***
  
  

  ---

  I will be satisfied when the money has been returned to our account. The communication has been very satisfactory. 
  
   
  

  Business response

  12/01/2022

  This has been resolved with the consumer.
  Additionally, on 11/8/2022 the BBB advised the following:
  
  This message is in regard to a complaint submitted to the BBB about your business on ********** ** ******* ****  **** ********* *** ******** ** *********
  
  This complaint has been closed. 
  
  This complaint will be listed on the company's BBB Business Profile with the following language: "The company addressed the disputed issues, and the complaint(s) have been resolved."
  
  Please understand that the customer's complaint and your response will be publicly posted on the BBB website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this customer. The BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  

  Is there anything else that is needed to close out this complaint?

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ****** ******** Gould's Discount Medical. Their billing phone ************. $1,160.70 Gould's Acct #*******. ***** ***** Collection Ref#******** *** has given me authorization to speak regarding his account , authorization form for Gould's/Adapthealth/***** ***** attached. *** ordered a lift chair from Gould's and $1,799.48 was charged to his credit card on 2/15/2022. The order was changed to a less expensive chair that was $1,160.70. We were told the refund for the difference in price would be sent by check. I have called Gould's repeatedly and have been told it is in review to issue the refund but it has never been received. Summary of my calls to Gould's/adapthealth: 6/3/22 - told rep was checking with supervisor 6/7/22 - told return ticket had not been provided to billing. Was put on hold while rep obtained. Expected refund to be forthcoming 7/21 & 8/1/22 - told in review for refund rep will follow up on status. 8/11 - was told now they couldn't speak to me until they had auth form, completed form returned same day Gould's turned the $1,160.70 over to collections with ***** *****iates. I spoke with ***** Fri 8/12, explained situation and they advised me to call Gould's again. Called Gould's today 8/15/22, was told they would call me back when they have resolution and given reference number *********. I don't have much confidence they will call me so sent a formal dispute to ***** today. This is not ****** ********'s debt. Gould's owes him a refund of $638.78. I have attached a copy of collection notice plus authorization form for Gould's/Adapthealth/***** *****iates. Appreciate any assistance you can provide to obtain the refund due to him. ***** ***** on behalf of ****** ******** ************

  Business response

  08/18/2022

  Per our billing department - patients ****** called us back regarding refund, set proper expectations it may take 4-6weeks from the date of approval for the check to be sent out. advised that part of the pmt is to be posted to the open invoice and difference can be refunded. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Did not authorize purchase of a heart monitor. I've been a prof pilot for 40 years. I have an EKG every year as a pilot with no problems. I've received a heart monitor that I do not need. Cannot get in contact with these people. Heart monitor is in the original box unopened. I want them to stop billing me. I will not pay it. ******* Current account# *******

  Business response

  08/18/2022

  We apologize for any inconvenience and have escalated to upper management to review.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a mask for my cpap machine. I never received the mask that I ordered back in May 2022. I have made 3 phone calls to them explaining that I have yet to this date 7/5/22, never received the mask. They said that the USPS shows it was delivered. It may have been delivered SOMEWHERE, but not at my address. I have checked with my neighbors and they haven’t seen it either. I have asked to remove the $70.90 charge they keep billing me for due to the fact that I’ve never received the mask. I’m very disappointed with this company that they can’t help their customers and I definitely won’t be using their supplies in the future. I would like the BBB help in getting them to remove the charge and quit billing me. ***** *****

  Business response

  07/11/2022

  Good Afternoon, 

  My name is ****, and I am contacting you from the Corporate Compliance office of ***********. Thank you for your inquiry regarding mutual patient ***** *****, we appreciate the effort you made to contact our company and welcome the opportunity to respond to your request.
  
  I would like to acknowledge receipt of the attached request for patient July 11, 2022. 
  
  I have notified my team of the allegations; and we are working diligently to provide a resolution. 

  Upon receipt of this email please contact me at ************ or ****d@***********.com if you have any further questions or concerns. 

  Thank you,

  **** ** ** ****
  *********** ********** ********* **********, ***********
  
  
  Click here to view the *********** family of companies, ***********.com/familyofcompanies
  
  Confidentiality notice: This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. If you are not the intended recipient(s), you are hereby notified that any dissemination, unauthorized review, use, disclosure, or distribution of this email and any materials contained in any attachments is prohibited by Federal and State Law. If you receive this message in error, or are not the intended recipient(s), please immediately notify the sender by email and destroy all copies of the original message, including attachments.

*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. ↩