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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 7/15/21 I purchased maxicomfort lift chair from BB for $1147.00 . On 3/10/24 the remote would not work. I callled BB because two other lights worked on the chair it was assumed the remote needed to be replaced. Finally after several phone calls a man from BB replaced the remote but it still didnt work. He then called BB from my home stating it must be the electric motor. He said ****** would be in touch with regarding replacing same. The warranty is still okay for electrical. I have chronic back problems and osteoporosis and frequently sleep in this recliner to elevate pain. I think this chair needs to be replaced.
Business response
04/15/2024
Good morning ******,
Unfortunately, the decision to replace your chair rests with the manufacturer. Their policy mandates that we attempt to address any issues covered under warranty initially. On 3/29/2024, we conducted an initial assessment of your chair, which indicated that the motor was still receiving power, suggesting a potential problem with the remote. Subsequently, on 4/9/2024, upon receiving a new remote, we visited your residence and replaced the remote. However, it became evident at that time that the issue actually lies with the motor. We promptly contacted Golden, and they dispatched a replacement motor, which reached us late on Friday, 4/12/2024. You are currently scheduled for a motor replacement today at your home. Should this action fail to resolve the issue, we will provide a detailed report to the manufacturer for further guidance on the next steps. We recognize that this process can be frustrating, but we are committed to achieving a resolution during your appointment with us today.Customer response
04/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
09/07/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I wear a **** nightly, as such I have to order supplies regularly: filters, p10 pillows, tubing, p10 mask system.As usual, it takes anywhere from 2 weeks to a month to get the supplies, so I try to order early so I have them on hand when I need them. I busted the tubing that runs between the heated tubing and the nose piece. I open the package from my ****** order only to find that the head piece I need was not in the original packaging, but in a plastic bag similar to a glad sandwich bag and the most important piece, the head strap was missing along with the 2 other nasal pillows missing, Basically, I have a head piece with 2 metal pieces coming from the nose piece; I guess they think I can jam the metal pieces in my ears. We'll go back to mid Jan. 2022, I was released from the *** for COVID. When I was able too, I tried calling to get new supplies, I spent nearly a week trying to order new supplies because of contaminating the equipment with covid. After more than a week of trying to get thru to the ******** Office, to no avail. There phone system would put you in a cue. Usually, after an hour of waiting, I'd hang up try again after a half hour, the same thing NO ONE would answer the phone. I even tried leaving a voice message, but their mail box full. I even tried calling the warehouse for help, after 4 days of dealing with them, she finally, sent some of what I needed. I even called their *************** for assistance. I tried to explain the situation with covid concerns. She didn't even want to hear it, and talk about being snotty.I tried contacting them more than 2 weeks ago, and I still haven't heard from them. It is obvious that this how the treat disabled and elder persons; why else would they send defective equip. instead of the equip. in the manufacturer's original packaging. If this isn't discrimination what is? and why would they put your DOB on the packing slip. But, they made sure that they billed ******** the full price for the open package.Business response
09/12/2022
For this account I also show an order went out for this patient January 20,2022, as stated in the patients complaint. I show a resupply order being sent for all items due on 6/27/2022. The next resupply for this patient would not be due until 9/27/2022. Unfortunately, the insurance company does not make exceptions for patients who contract covid while using their pap supplies. The patient appears to be requesting headgear but the insurance will only pay for headgear once every 6 months which is why it was not shipped with the 6/27/2022 order. By reading this compliant it appears that the patient is unaware of the insurance guidelines and frequency at which they will pay for/ cover cpap supplies.
Black Bear will reach out to the patient to review supply frequency and address any concerns.
Customer response
09/13/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The defective part in question was not sent in the original manufactures packaging and was sent missing pieces, specifically missing the strap that goes over the head and keeps the nose pillow in contact with the nose, the 2 nose inserts that are usually packaged with the head set. Black Bear did not address the issue at hand sending defective equipment. Black Bear is sighting the insurance company only paying for the head set after six months. Instead of replacing the defective headset at no cost, as Black Bear is the supplier of the defective component. I attached a photo of the headset.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
06/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is a medical supply company who you cannot reach, ever. I call, leave messages AND write letters to get CPAP supplies with no result. It's beyond my comprehension. I was diagnosed with Severe Obstructive Sleep Apnea 9 months ago. It took 5 months to get a machine, Then I had to wait 3 months for someone to get back to me for tubing. Now I've been waiting for 3 weeks to get a mask/tubing connector. In short, in 9 months I've used the machine for about 3 weeks. Now I have heart issues. I've tried very hard to follow my Dr's ******* but it is impossible with this company. Aren't they accountable to anyone??Business response
06/20/2022
In response to the 5 month delay and receiving her CPAP Machine. There has been a national shortage of CPAP machines since June 2021. Unfortunately, this has caused delays in patients being set up on PAP therapy but is completely out of our control. The patient was set up on therapy on 2/7/2022. PAP supplies are given in specific frequencies set by the insurance of once every 90 days and some supplies are once every 6 months. Her insurance requires a specific amount of usage of the device during what is considered a 90 day trial in order to authorize future payments on the machine and supply orders. The compliance requirement is 4 hours per night for 21 out of 30 nights in a 90 day period which is equivalent to 70% compliance. The patient has only used the machine for 13/90 days which is a 14% compliance rate during her initial 90 day trial. The compliance requirement was discussed with the patient a the time of set up and is noted in her account by the respiratory therapist.
Knowing this information, we provided tubing at no charge in hopes of helping the patients reach her compliance goal. She met with a respiratory therapist on 5/16/2022 and gave no indication of struggling with therapy outside of needing new tubing which was provided at no charge.
It appears that the patient has spoken to staff at Black Bear Medical on 4/20/2022 5/3/2022 5/13/2022 5/16/2022 6/1/2022 and 6/13/2022. We are happy to reach out to this patient and resolve any concerns she has.
Initial Complaint
02/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to reach this company for the past month about my Wifes cpap supplies as a veteran of the armed services I have champ va ********* for my Wife we have sent over all the documents they needed for filling my wifes order and yet when you call your on hold for 15 minutes or more and when you go leave a voicemail its full you call other ones they dont have a answer for you and they say they are going to escalate it to there account supervisor and they will call you back I have done that twice and yet nothing has happened I am on a fixed income and yet these people dont return emails or anything all I want is a phone call telling me that they are backed up and I can get my wifes supplies from the other company we used to to use before they dropped my wifes ********* from ***************** government she could have had them 3 weeks ago but no they told me back then we will get right with you to take care of this as soon as we got the fax and they got the fax so I dont know what there issue isBusiness response
03/01/2022
At this time we are unable to proceed with this order for replacement supplies. Black Bear has not been given the required documentation to legally dispense and **** this equipment. The patient has been contacted prior to when this complaint was filed. We have been actively working with the physicians office and have escalated this up to our sales team to help obtain the required documentation. We will continue to work with this physicians office to fulfill this order.Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company provides medical equipment to patients. I have been assisting someone in obtaining a piece of equipment which their doctor ordered in Oct 2021. It is now end of Feb 2022 and we still do not have the equipment. Phone calls are never answered, nor are emails. When arriving to the ******** store, many apologies were made for being short staffed. Every time a contact is made, a different rotation of excuses follows. This company has no integrity or business caring for patients. Very unprofessional.Business response
02/23/2022
I would be happy to help resolve this issue. But in order to do that I am going to need additional details. I have sent my contact information to the email address provided and I look forward to speaking with you.Initial Complaint
09/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
End of August my back wheels of my wheelchair do not always turn back and this creates scrapping of the tires on the cement. Informed Black Bear Medical of this issue. My Dr sent 4 referrals for the tires to be replaced and Black Bear denied receiving the referrals. As of Sept 7th, I was approved for my tires and repairs. Called and spoke with them on 9/20 and they denied receiving the approval letter for the replacement and repairs for my tires. Plus they do not have the parts for this repair. I faxed them my approval letter on 9/20 to give them a copy. I have been complaining for over 4 years to them of the issues that I have had with this wheelchair and their lack of service and respect for me as an individual who is in a wheelchair which is my only means for mobility. I need to get replacement tires about every 3 mo. and I believe this is due to not having the correct tires to hold my weight. Also, my large middle tires are slanting in and this is due to the same issue.Business response
09/30/2021
The patient has been contacted and her repairs are being done by a manager.Customer response
11/01/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The issue was not resolved from complaint number ********. Black Bear Medical called me on 9/28 and stated they were ordering the part. Called and left messages on 10 5 and 10/7. Called and spoke to someone on 10/18 informed them that my back right tire is completely off. They stated *** (technician) would return my call. I called again on 10/19 and left a message. I called twice on 10/21 and someone stated they would call me back. Today is 10/26 and I have not heard from them. I attempted to call them on 10/25 and 10/26 and was unable to get through on the phone. Dr's note was sent to Black Bear for repairs. Black Bear sent the prescription to ***** Care and it was approved on 9/7 for the repairs. I contacted National Seating in the meantime if they could assist me and since Black Bear has that approval that they have not helped me. I need a chair in order to be able to mobile.
Business response
11/01/2021
Parts have just arrived for this patients repair. The delay was due to nation wide shipping crisis. Patient will receive a phone call from Black Bear Medical today to schedule a time for the repair.Customer response
11/09/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Claim number ******** . Black bear has not called me as they indicated in their response to you. I called them today, 11/9, and they stated they are waiting for an additional part. They told you on 11/1, the parts were in and they were going to contact me which they did not. My wheelchair is in desperate condition at this point and it is my only means of mobility. Thank you.
Initial Complaint
09/11/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Black Bear Medical in ******** has always been excellent. Recently, however, I can't reach Black Bear in ********. I've called a number of times, wind up on hold listening to music for hours! Then I tried to call their ************* thinking Bangor might have a better way to reach the ******** office. I was routed to voice mail. "Voice mailbox is full".Business response
09/12/2021
********************,
Thank you for contacting BBM. I apologize for the difficulties you've experienced reaching one of our associates. We have faced challenges with staffing levels considering the situation with the current public health emergency. Your needs, and the care of all our patients, remain a priority and I have provided your contact information to the Portland manager and asked that she reach out to you immediately. Please feel free to e-mail me directly if you arent contacted tomorrow at *******************************.
Kind regards,
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