Complaints

This profile includes complaints for Black Bear Medical, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Black Bear Medical, Inc.

  275 Marginal Way Portland, ME 04101-2542

• 

  Black Bear Medical, Inc.

  10 Alden Ave BLDG Unit 10 Greenland, NH 03840-2425

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:04/09/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/07/2022

  Type:Delivery 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 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

  Date: 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 Answer

  Date: 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

  Date:06/17/2022

  Type:Service or Repair 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.

  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

  Date: 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.