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Business Profile

Medical Equipment

Gould's Discount Medical

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Gould's Discount Medical's headquarters and its corporate-owned locations. To view all corporate locations, see

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Gould's Discount Medical has 7 locations, listed below.

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    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/07/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:12/13/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 01/11/2024

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

      Customer Answer

      Date: 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

      Date:12/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:12/08/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:08/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:08/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date: 08/31/2023

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

    • Initial Complaint

      Date:06/30/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 07/10/2023

      Good afternoon, 

       

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

       

      Thank you. 

      Customer Answer

      Date: 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

      Date:06/06/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:05/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:03/08/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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, ********** ** *************

    Gould's Discount Medical is NOT a BBB Accredited Business.

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