Complaints

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.

• Initial Complaint

  Date:09/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  7/26/24 $140.00 was given so they would deliver my IV Antibiotics 8/2/24 $140.00 was given so they would deliver my IV Antibiotics.I then waited and went online to get my (EOB), explanation of benefits from my insurance company and seen my portion was $0 dollars.I wrote a letter dated 8/23/24 stating this and called. The lady I talked to said they would have to go online to get my ***'s. I waited another week and called, was told the same thing. It does not take that long to do this. I faxed over my letters and EOB to two different fax numbers (on the first page of download). Still no word from anyone. On 9/5/24, got a call from Nations saying that my check would be mailed right out. I still have not received the money.

  Business Response

  Date: 09/27/2024

  The Director of Revenue Cycle Management spoke with the patient to let her know a refund was being processed.

  The check was issued today 9/27/2024 and will be mailed directly to the patient.  The check # ending in 9250.

  Customer Answer

  Date: 10/01/2024

  I have not received the check yet. When I do I will notify BBB

   

  thanks

  **** ****

  Customer Answer

  Date: 10/04/2024

  I received the check and it cleared.  We can close this up if thats the next step

• Initial Complaint

  Date:06/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  They have been charging me monthly for a wheelchair that wast returned last year July 2023 for my son, who had surgery in ************. I purchased a reclining wheelchair after my sons surgery at the ************************************************************ on 5/9/2023. I returned the wheelchair to ******************************* as instructed by Nations Home Medical. This is where they pick up children's wheelchairs. Nations has been charging my insurance company every month now since January 2024. I spoke with Nations at least 6 times and this isn't resolved. I only had the wheelchair for 2 1/2 months last year from 5/9- mid July. I left a message again last week about this issue and no one has responded.

  Business Response

  Date: 06/21/2024

  Dear Better Business Bureau,
  Thank you for informing me of the issue.
  Our billing department is aware of the situation and is currently working to resolve it for our customer.
  Best regards,
  *******
  Customer Service Supervisor
  *******************************************************************
  
  

  Business Response

  Date: 06/21/2024

  Nation's Healthcare Billing representative reviewed the patient account and corrected return status of the equipment. The patient's mother was contacted by phone to review the billing information today 6/21/24. The date of service reflects the equipment return and there is zero balance for this patient account. The patient's mother is satisfied with the explanation provided for the billing of the account. No further action required.

  Customer Answer

  Date: 06/26/2024

  I did receive a call from Nations about the incorrect billing for the past year. The bills are still showing on my account and I am not certain how long it takes for them to process. I will continue to monitor my account for the bills in question to be removed and reach out again if necessary.  Thank you for your prompt assistance. 

  Customer Answer

  Date: 08/08/2024

  This business has been charging my son ***** for over a year now for a reclining wheelchair that was returned. I spoke with 4 different individuals about this issue and it's still not resolved. I also opened a complaint a couple months ago and received a phone call from the business that it was all taken care of. It still hasn't been corrected and they continue to charge my account for this wheelchair that was returned in 7/2023.

  Business Response

  Date: 08/13/2024

  Followed up with patient parent via phone 8/13/24. Dates of service were confirmed. Will research claim dates provided by sender via screenshot and follow up with parent once account review is complete. Review of this account and update will be completed within 7 days. Parent agreed to this action plan and timeframe. 

  Customer Answer

  Date: 08/14/2024

   
  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,
  
  ***** ( Mother -**** *****) ***** (patient)

   

  I am hopeful that Nations will take of this ongoing issue and follow through to close out our account so no further incorrect billing occurs. This has been ongoing since July of 2023.  Thank you,

  **** *****

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have a hospital bed that is totally non functioning as my writing. I have been trying to get it fixed over several months now. They have promised me a complete total replacement, but keep trying to repair the existing bed with various attempts to make it work. Finally it has stopped working completely. The last attempts to fix it, the company sent out a tech with an attitude and we exchanged some words, as I was losing my cool dealing with them. Both techs walked out on me. Since then I have not heard anything back from the company in anyway. If they can't fix it then I will be forced to find a new company that would like my business.

  Business Response

  Date: 11/21/2023

  Trevor ******** Nation's Logistics Manager, called and spoke with Mr. ****** 11/21/23. Mr. ****** modified the bed by mounting the controller to the frame with screws which impacted bed function (picture attached). We explained that we will make a service call 11/22/23 to evaluate and repair the bed as indicated. Mr. Richard explained that the bed cannot be modified and that all parties must be respectful. Nation's Service Technicians will not be able to complete the visit if the environment is hostile and will contact their supervisor. Mr. ****** agreed to the service visit scheduled for 11/22/23.

  Bureau Response

  Date: 11/22/2023

  Ronald ******
  *** ********* ** ********* ********** *****
  
  
  Dear Ronald ******:
  
  This message is in regard to your complaint submitted on 11/13/2023 against Nations Health Care LLC.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from Nations Health Care LLC. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Trevor Richard, Nation's Logistics Manager, called and spoke with Mr. ****** 11/21/23. Mr. ****** modified the bed by mounting the controller to the frame with screws which impacted bed function (picture attached). We explained that we will make a service call 11/22/23 to evaluate and repair the bed as indicated. Mr. Richard explained that the bed cannot be modified and that all parties must be respectful. Nation's Service Technicians will not be able to complete the visit if the environment is hostile and will contact their supervisor. Mr. ****** agreed to the service visit scheduled for 11/22/23.

  Bureau Response

  Date: 11/27/2023

  Complaint Handler
  Nations Health Care LLC ***** ********* ** ***** * ****** ***** ** *****
  
  
  Re: ID * ******** - Ronald ******
  
  Dear Complaint Handler:
  
  Thank you for your recent response to Ronald ******. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau Response

  Date: 11/27/2023

  Ronald ******
  *** ********* ** ********* ******* ** *****  
  
  
  Re: ID * ********- Nations Health Care LLC
  
  Dear Ronald ******,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Invoice#******* for date of service 11/19/22 for $63.00 has been paid in full 03/23/2023. Nations submitted another bill, same invoice # and date of service requesting payment in May 2023. I texted to the Nations *** who contacted me, proof of payment. I was informed since the payment was submitted through ****, they would have to wait for doxo to submit the payment to them. I continue to receive notices requesting payment. I've made several attempts to speak with someone but the billing department voicemail is constantly full. They are not charging me a late fee of $15 for a bill which has been paid. The confirmation number for my payment is 0f423f40-ec26-4024-aa05-22e03ff442b2. I have attached the electronic receipt I received as well. I need this account to be marked paid in full as payment has been submitted. Their phone message indicates they will be sending this account to a collection agency.

  Customer Answer

  Date: 08/16/2023

  I have heard from Nations today. They have resolved the issue. They were able to see the payment made and the account has been cleared.  Thank you for your assistance.  You all are a blessing. 

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  They picked up my wheelchair for an adjustment, rather than adjust my wheelchair. They returned a tall skinny inappropriate wheelchair to me. This wheelchair turned out to be dangerous I complained, and then they sent me a wheelchair that was much too small. I am 101 years old and desperately need an appropriate wheelchair.

  Business Response

  Date: 08/11/2023

  Mr. ****** got a 16"x16" wheelchair from us in November of 2021.  ************** Guideline the chair was rented for 13 months to ******** and then the chair belongs to him (however we are responsible for the equipment for 5 years)

  On or about 7/16/23 Mr. ****** called and said he needed us to switch out his wheelchair because he said it was old on and worn out.  A service technician went to his home on 7/17 and gave him a new 16x16 wheelchair (may have been a different brand than the original but still the same size.) Our technician noted that the old wheelchair was indeed worn out and no longer safe so he threw the old chair out as we could not fix or reuse.   The chair we provided was at no charge to the patient or to ********. Patient than called back on 7/21/23 saying that he sits up too high and he keeps leaning forward and wanted the old chair back.  We explained to him that the old chair was not safe or usable and we no longer had it. We were trying to accommodate his needs and explained he needed a seat belt, he didn't like that explanation and called back several times and spoke to our customer service team as well as our Warehouse Manager and Dispatcher and kept insisting on us returning his old chair.  The issue is that chair, because he sat in it so long had molded to his body and the new chair hadn't been "broken" in yet. I then spoke to Mr. ******** son and Mr. ******* and they said that the chair was too big and wanted a smaller size which we don't have, and the smaller size is for children and would not be appropriate or safe for Mr. *************  They explained that the chair was too high, and Mr. ****** was falling forward.   We agreed to switch out the chair we just gave them on 7/17/23 for a 16x16 hemi (shorter to the ground lower seat) wheelchair with a seat belt (still at no charge for any of this) and pick up the regular 16x16 chair on 7/25/23.   Mr. ****** called back again that same day saying he wanted someone to show him how to use the chair we gave him, so we sent another Technician to his home to show him about the chair. On 8/1 the nurse manager from the assisted living facility contacted us and asked for us for one more time to switch the wheelchair out again back to the standard chair 16x16 and not the one in the hemi height. We agreed to go out to the home again and switch the chair for the 3rd time back to the standard chair on 8/2/2023 . The tech went to the home to swap out and Mr. ****** originally refused and then said he wanted a 16x18 wheelchair (a bigger seat depth) which our tech actually had on the truck, however when the tech brought that in, he refused that as well.  Mr. ****** finally agreed to let us switch it out one more time on 8/4/2023.  A technician then went out again today  8/11/23 to pick up the old leg rests.   I tried to call Mr. ****** today and had to leave a message.  He called back but sounded kind of confused  and asked for a bigger chair when I asked if he was ok.   At this point I am trying to get in touch with the Assisted Living Facility to see if they can recommend a chair that will be the best fit, When our technician was there today Mr. ****** did not complain about his chair. 

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 have been calling for pickup of the hospital bed. For two day they say they are coming but don’t show up. I would like this bed picked up!!

• Initial Complaint

  Date:11/15/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My doctor ordered me a portable oxygen concentrate from this company 4 weeks ago I have not received it yet.

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/22) */ I spoke with Mr. Brown and his wife on 11/17/2022 about the order that was sent. The order was actually sent for D tanks not a portable concentrator. Per Mr. Brown he needed tanks for doctor's appointments. He was a current patient of ours that had his Oxygen for several years but did not have portability. He asked for tanks to be delivered to his home on 11/21/2022. We also delivered needed supplies and a reinstruct. I explained our tank ordering process and went over our contact information, and they were satisfied with the outcome. We also discussed having our Respiratory Therapist come to do an evaluation for a conserving device which includes small tanks that last longer but do not give continuous oxygen but rather works on a pulsing system however I explained to them that not everyone qualifies or can tolerate this type of oxygen. The call ended positively. Consumer Response /* (2000, 7, 2022/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Oxygen tanks received

• Initial Complaint

  Date:07/20/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 received a bill from this company for the date of service 3/24/2022. I emailed them on 5/12/22 and have called a number of times to talk to them. The first time I called, I left a message on their machine (should say I tried but mailbox was full). I got my next bill, called and I gave my insurance info to tell them to bill it. I have talked to a manage the last time and she said she would take care of it. On Saturday, I received a call stating that I needed to pay the bill or it would be turned over to a credit agency. I am so upset that they have not billed my insurance company, I even call the insurance earlier to make sure it they have billed them or not and the answer was no.Not sure what can be done, but the billing dept. needs to learn how to do their job when patients call with the information they need. Well, I should also say they have billed my insurance prior for other dates and was paid.