ComplaintsforBP Gamma Medical Systems Inc

• Initial Complaint

  06/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  BPGamma contacted me to order supplies for my CPAP machine. I was told this was fully covered by Medicare. I placed an order in March for supplies that the customer service person suggested, again stating these were fully covered by Medicare. I even supplied my Supplemental Insurance information in case it was needed. Thgese supplies were delivered about two weeks later, even though the supplier is located less than 20 miles from my home. Now (in Mid-June) I am getting a dunning invoice for past due payment from a company I never heard of, Rotech, listing the supplied I received from BPGamma and charging me $47.82, which appears to be the difference between Medicare allowed and Medicare paid. They did not submit this to my Supplemental Insurer. I called Rotech, and a person with a very heavy accent started asking for my personal information, which I was not willing to give him until he explained why his company was billing me for supplies bought elsewhere. He gave me a run around and finally hung up on me when I demanded to speak to his supervisor. I still do not know if this is fraud or legitimate. I will certainly never order from BPGamma in the future.

  Business response

  07/17/2022

  Business Response /* (1000, 8, 2022/06/22) */ We apologize for the delay in response to Mr. ****'s issues regarding BP Gamma. Rotech Healthcare recently purchased BP Gamma and have taken over care of their patients. Regarding sleep therapy supplies, these items ship from our localized warehouse in Murray, KY. This allows us to carry a bigger stock of items but doesn't overwhelm our servicing locations. Our servicing locations do carry a limited stock and can supply items on a case by case basis, as needed. Billing management has gone over Mr. ****'s account and has responded with the following: Mr. Kahn's secondary insurance was not added at time of set up. This in turn resulted in a bill to the pt for the 20% Medicare(MCR) co insurance in error. All of that said, MCR did automatically cross over to the Mr. Kahn's secondary insurance which has now resulted in a payment from them. All balances have been removed from Mr. Kahn's responsibility. Consumer Response /* (2000, 10, 2022/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) every time I have orered previously, they billled my secondary insurance, so I don't understand why the new owners did not. I accept that my bill has a zero balance. Thank you for your assistance

• Initial Complaint

  05/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was previously a customer of BP Gamma, a provider of sleep apnea supplies. In Feb. 2021, I called and canceled my auto supply orders. At some point, BP Gamma was sold to Rotech. Ten months after I ended my auto supply orders with BP Gamma, I received notification of an order that was being shipped from a company called Rotech. I phoned Rotech because I did Not order these items and had no idea even who they were. I was told it was too late to stop the shipment and to contact them once I received them so they could be returned. I contacted the company four times via phone and several times via email and was told it would be taken care of. I am still being invoiced and the items still haven't been picked up. I contacted the company again this week and was told that because it was past the three-day return policy they would not charge me a restocking fee if I would pay to return the items. I was never told about a three-day return policybut regardless, why would that even apply when I NEVER ordered these items. I am not going to pay to return items I never ordered from the company. Turns out the company isn't even in network with my insurance companythe previous company had been. I have no idea why they sent me the itemsexcept perhaps because they thought they could con me into a sale. I want them to send me a label if they want the items back, but ultimately I want them to stop billing me for items I did not order.

  Business response

  06/12/2022

  Business Response /* (1000, 5, 2022/05/20) */ I am writing in response to the complaint filed by ***** **** BP Gamma was acquired by Rotech Healthcare in 2021. At that time, Sleep Therapy patients from BP Gamma were transferred to Rotech. The order of events since the acquisition were: XX-XX-XX - An order was placed via Routine Shipments because BP Gamma reported to us that the patient was still active on their auto shipment program. XX-XX-XX - Supplies shipped XX-XX-XX - Ms. **** contacted us to question the order as they had received a shipping email. On that call, Ms. **** was instructed to call us upon delivery to arrange for a return and that we would at that time pickup. X-XX-XX - Ms. **** emails rma.request about returning December's order. X-XX-XX - We respond to the patient and let them know that normally given the amount of time they have waited to contact us, we would deny, but approved for them to return waiving the restocking fee due to the change in companies. X-XX-XX - Ms. **** called in an escalated complaint and requested a supervisor and was provided the same information. It was said that she could return them and we would waive the restocking fee. Sleep Central leadership stated Ms. **** was still not satisfied. To date, we have not received any supplies back. The balance on Ms. ****'s account was ultimately adjusted off, she currently does not have a balance. Jenny, MaED Compliance & Ethics Specialist

• Initial Complaint

  07/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I AM USING A ******************* CPAP MACHINE THAT IS RECALLED. I HAVE BEEN USING A CPAP FOR ABOUT 25 YEARS & I REALLY NEED THIS. I AM RETIRED AND ON SOCIAL SECURITY & MEDICARE. MEDICARE WILL PAY FOR A NEW MACHINE EVERY 5 YEARS AND MY CURRENT MACHINE IS ONLY 2 YEARS OLD. I WAS TOLD BY BPGAMMA THAT THEY DO NOT HAVE ANY LOANER MACHINES AND THE RECALLED MACHINES COULD TAKE SEVERAL MONTHS TO REPAIR/REPLACE. MY DOCTOR TRIED SEVERAL DIFFERENT COMPANIES ONLY TO BE TOLD THAT I CAN ONLY GET A NEW MACHINE FROM THEM IF I PAY OUT OF POCKET. THESE MACHINES ARE VERY EXPENSIVE AND THE ACCESSORIES (MASKS,HOSE,HEADGEAR) NEED TO BE REPLACED EVERY 3 MONTHS. THE ACCESSORIES ARE ALSO VERY EXPENSIVE. I NEED BPGAMMA TO GET ME A REPLACEMENT SOON.

  Business response

  01/07/2022

  Business Response /* (1000, 13, 2021/09/03) */ On June 14, 2021, ******************* announced a voluntary recall of all CPAP, BiPAP, and Ventilator devices manufactured prior to April 21, 2021. We understand the ************** and *********** machines are NOT included in the recall. If you received another device prior to April 21, 2021, then your device is included in the recall. ******************* reported that 3 out of 10,000 patients reported issues and there have been no deaths. If you have a CPAP or BiPAP device subject to the voluntary recall, ******************* recommends you stop using the device and contact your physician to discuss treatment alternatives, or whether the risks of untreated obstructive sleep apnea outweigh the risks of continued use. This is a personal decision between you and your physician. ******************* is handling all recall notices and CPAP/BiPAP replacements directly. All CPAP/BiPAP devices will be replaced through the ******************* Recall process. ***************** has sent your last known contact information to *******************, who will be sending letters and making calls to all patients regarding the recall. ******************* is managing the recall and replacement process for all registered recalled devices. ******************* has received FDA approval for replacement of the sound abatement foam to "rework" or repair on ************** devices and has started sending out replacements to patients. The repair must be performed by a licensed re-manufacturer, therefore suppliers such as ****** will not be able to perform the repair. As they become available, ******************* will ship you a reworked/repaired ************** device to your home as a replacement. When the replacement is received you will pack up the recalled device and they will pay for it to be shipped back to their warehouse.

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