ComplaintsforGould's Discount Medical

• Initial Complaint

  03/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchasing CPAP equipment and picked it up yesterday (3/24/2022). Fitting and explanation from the therapist was great got my equipment and was asked to sign for the Equipment Orientation Checklist on a tablet that just had a signing box and was told would be sent to me by email. When returning home and reviewing that evening - what was sent was 5 documents with my signature including a delivery ticket with items and costs. Several issues with it and spent last day and half trying to get someone to explain the document and no one can. Multiple promises of call backs which received none today. Issues with the delivery ticket include: (1) additional charge for a separate humidifier but humidifier is built into CPAP machine. (2) charges for a item called HEADGEAR that I did not receive and no one could explain what it was. (3) amount collected says $0 but I paid $429.71 on 3/17 just to make the appointment to be able to pick it up. (4) amount being billed to insurance is over MSRP (5) machine airsense 11 is a rental but no indication of months. Was told verbally 13 months of rental payments and then I owned it. Told today verbally in call was only 8 months but no one can produce a document for rental/pay to own agreement. But this document says rental equipment must be returned after use and the company owns it. Asked for document to be voided and new one created and the solution was to return equipment and start over. That is not acceptable. Thanks, ***** ******

  Business response

  04/02/2022

  Good Afternoon Aaron, 
  
  My name is ****, and I am contacting you from the Corporate Compliance office of Adapthealth. Thank you for your inquiry, 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 on April 02, 2022.
  
  I have notified my team of the allegations; and we are working diligently to provide a resolution.
  
  Please acknowledge read receipt or call ************ or email ****[email protected] to confirm this correspondence was received.
  
  Thank you,
  **** ** ** ****
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/8/21 I received Gould's Discount Medical $10.46 invoice. I filled in my credit card information and mailed the payment stub that same day. On 1/5/22 I received a Past Due invoice; on 1/20/22 I received a Payment Required Now invoice with $15.00 late fee added. On 1/24/22 I mailed a check for $10.46 to Gould's to avoid any additional late fees. On 2/5/22 I received a Seriously Past Due invoice threatening collection and/or attorney action. I made phone calls to Gould's on 1/5/22, 1/20/22 and 2/7/22. Each time I was told no payments had posted to my account. On my 1/5/22 phone call to Gould's, I was told to disregard bill and no late fees will be added, yet on next bill $15 was added. On my 1/20/22 phone call to Gould's, I was told to disregard bill and supervisor would review matter, remove late fee, and someone would call me back. No one ever called and late fee was still on next bill. On my 2/7/22 phone call to Gould's, I was told billing notices will be suspended on my account, I will not receive any more bills, and I will be credited $10.46 for my double payment once payments post to my account. It has been 61 days since I received Gould's first invoice, yet Gould's still has not posted either of my two payments to my account. It appears that either no one at Gould's is picking up payments mailed to their post office box, or Gould's lacks the staff to timely process payments to accounts. Either way Gould's practice of billing every two weeks is excessive and harassing, and Gould's should not be adding late fees to invoices due to their inability to timely process payments to accounts.

  Business response

  02/11/2022

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

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Sept 29, 2021 we went to Goulds Discount Supply, ********** ****,Louisville, KY. *** picked out a power lift chair. We were told the chair would be ordered but shouldn't take too long, 4-5 weeks. After 6 weeks, mid November, we called and were told 10 weeks was the typical amount of time to wait. On November 30, I called & asked for our salesperson to call me. On December 1, 2021, ***** returned my call saying she still didn't know anything but said the chair is on the hotlist to be "rushed" but it could be another 6 weeks, she just didn't know for sure. On January 4, ***** said she couldn't tell me anything because she didn't know when the chair would ship, she said there was still no update and it could be another 6-10 weeks, she had no way of knowing. Meantime, *** fell out of her chair when she was trying to get up & her leg gave out. On January 7th, I called ***** back and asked to cancel the order, *** needed a chair before she fell again. She said it was NO PROBLEM and would see the order was cancelled and the $1,500 refunded to my credit card that day. After 10 days, still no refund so I call the store & was transferred to billing department. The woman on the phone told me my refund had to be approved which could take 4-6 weeks. UNACCEPTABLE, We're private pay, no insurance involved, we made the payment ourselves. Complaint: 1)being mislead on timing of delivery, we would have searched for a chair that was immediately available had we not been told it shouldn't take too long to get the chair we ordered. 2) when order was cancelled, there was no mention of refund having to be approved and taking about 4 weeks, again, mislead about timing of refund. Delaying consumer refunds, especially when there is no warning & it's out of their own pocket, is inappropriate. This company is operating with unethical business practices. Consumers are consistently given misleading information.

  Business response

  02/07/2022

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

  Customer response

  02/08/2022

  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,
  
  ********* *******
  
  

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• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill today from Gould's Discount Medical today that gives a Past Due Summary of $13.08 w. date of 10/2/21 & inv. no. of ******** & no further explanation. It also shows late fee of $15.00. I've never rec'd. anything from this co. till now. I called & gave them acct. no. on ltr & they wanted my name / birthdate. I didn't give them cause I gave them acct. no. This ltr was addressed to ***** ******* I very rarely get mail addressed to this name other than spam, scam, or advertising; so, this made me suspicious. Serious & legit mail comes to ***** ******* or ***** *******-Keller. What is this all about? I was in ER @ a hosp. on 10/1/21 under the name of ***** ******* so what is this?

  Business response

  02/23/2022

  Good morning, 

   

  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department has reviewed the account and we did send a bill to this patient for date of service 10/18/21 shoulder Immobilizer Procare Large , that was received when the patient was at **** ***** ******** ********. We will contact patient. 

  Customer response

  02/24/2022

  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.
  
  [

  I wasn't @ hospital on 10/18/21.

  ]
  
  Regards,
  
  ***** *******

  Business response

  02/25/2022

  Hello, 

   

  Per our records patient was at **** ***** ******** on 10/01/21. Patient received a shoulder immobilizer with foam straps due to a fall she had at the **********s and the floor was wet. The shoulder immobilizer provided came from GOULDS in which the copay of $13.08  is true and owed by the patient. 

   

  Thank you 

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Re: Gould’s Discount Medical -Account #2247871 I am a Senior Citizen and going on 83 and ** **** is running 80. We both retired and on pension which is fixed. I RECEIVED THE ATTACHED NOTICE FROM GOULD’S FOR $50. Upon enquiry the Customer Service told me that $35 is for rental of all electric bed. The Medicare Part B paid for the partial electric bed. Gould’s claim that when I was discharged on July 4th from ****** Hospital ** **** signed a paper thar indicated all electric bed was requested. The strange thing is that a bunch of papers were thrust in front of her to sign and nobody explained to her the difference between all electrical and part electric bed. The bed was required as I was put on Tube feeding and my head has to be elevated compared to rest of the body. The bed Gould’s provided had broken foot board at the time it was installed. ** **** called at least 20 times to replace the foot board and Gould’s simply ignored. Finally during the last week of October the foot board was replaced. At that time we asked the Technician that he bring a bed which is semi-electric. To our surprise the Tech said it is the same bed what he has to do is pull one wire for the middle part and he pulled it and disconnect the wire, The bed became semi-electric. We did not know about the trick and we never needed it for Tube feeding. It only required head to be elevated. We explained to the Customer Service the problems and requested that the $35 surcharge and la te fee abated and make the account “ZERO”. The Customer Service is adamant that we pay the amount, We need your help to resolve the issue. Thanks for your help.

  Business response

  12/20/2021

  Mr ***** ******

  I have review your complaint and have adjusted the balance you requested. We apologize for any inconvenience. 

   

  Sincerely

  Goulds Discount Medical

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Brought my homeless uncle to be fitted for braces that his doctor prescriped for him. While we were there, and before we came, we spoke with them to clearly explain his financial situation. We were told several times that medicare would cover all expenses and he would have zero responsiblity. Now we have a $300 bill due and no one seems to remember anything.

  Business response

  12/23/2021

  I have emailed ***** *********:

   

  Hi ***** *********
  
  I have reviewed your BBB concern and will be happy to assist. Unfortunately, the patient’s name was not included on the filing.  Can you please email be his name and DOB so I can look at his account?  I will be on vacation next week and would like to resolve this for you today.
  
  Thanks
  ******

• Initial Complaint

  11/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  11\5\21 I had a wheel chair from ***** ******* They were OK until I had a problem. They picked up my wheel chair .It was a little to large for me to get around the house .I thought they may take it back and give me one that would have been a little more suitable for me. Instead of that hey told my insurance I wanted it for outside work and for going to the doctors. I am 76 years old and being denied getting a wheel chair that I desperately need ,To use in my home and to help me with my other medical needs. I contacted Goulds and they said they were working on it for a month.They then told me the insurance would not pay for a chair because of ************.I called Medicare and was told they never send a claim in. ************ had paid them back for the chair and they would pay for a new one.After holding me up for over a month they said only ************.could gt you a wheel Chair…You don`t know how that is until you cannot walk to get to places

  Business response

  11/11/2021

  Mr ******

  I have spoke with Goulds Rehab Mgr., **** ***** and reviewed your account.  Per our notes, Goulds originally received a request for a ******* from ******** *********. In review of you account and insurance verification we can see that a Powerchair was ordered and provided to you from ***** ******* in February 2021. Part of the Medicare process in approving a Powerchair is a statement from your physician saying you are not able to safely use a *******. This statement is a mandatory requirement for Medicare in the Powerchair approval process. Because they now have this in their records, a ******* would not be approved by Medicare.  Medicare is very strict on their approval and coverage of any power mobility device.

  
  I do see that Medicare has on file the powerchair approval for ***** **** and that they made 5 payments. I see from your statement that they were asking for those payments to be refunded from ***** **** back to Medicare.

  
  I understand that our Rehab Mgr provided information on two Power Mobility providers in your area.  One of the reasons for this is per your height / weight and medical needs the powerchair that we would be able to provide, if approved through the authorization process with Medicare, is the exact same powerchair that you returned to ***** ****. Goulds carries the same brand powerchairs as ***** ****.  We do not feel that we are the company that will be able to meet and accommodate your needs since that same powerchair did not work for you previously and was refunded to Medicare.  We recommend that you contact either ******** ******** at ************ or ******** ******* * ******** at ************. These providers may have access to additional brands that will meet your mobility needs.

  Sincerely,

  ****** *

  Customer response

  11/13/2021

  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,
  
  ***** ****** The people I talked to at Gould's said the same about the *******. I told them a wheel chair would work good for me.Gould said they would talk to the doctor and get it changed.They sent papers to a doctor I did not know.They said different thinks about getting me a chair. They would tell me one lie and then another.I just wanted a wheel chair that weighted a little lighter so it would be easier to haul. Ky lungs are working very lad with bad infection My heart is working at 20% .If anyone needs a wheel chair I do .My doctor records prove that. The months you were lying to me I could have used a reputable company.You and your company should be ashamed to treat people who need wheel chair to get where you  need to go without falling.I hope none of your people will ever be treated this poorly.

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

*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. ↩