Complaints

This profile includes complaints for A & R Medical Supply's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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A & R Medical Supply has 5 locations, listed below.

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• 

  A & R Medical Supply

  5010 Lomas Blvd NE Albuquerque, NM 87110-6342

• 

  A & R Medical Supply

  701 Unser Blvd SE Ste 108 Rio Rancho, NM 87124-6370

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  A & R Medical Supply

  1855 E Lohman Ave Ste A Las Cruces, NM 88001-3122

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  A & R Medical Supply

  720 Saint Michaels Dr Ste N Santa Fe, NM 87505-7636

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  A & R Medical Supply

  710 Paseo del Pueblo Sur Ste L2 Taos, NM 87571-5998

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:02/26/2025

  Type:Sales and Advertising 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.

  Foundation for complaint: A+R Medical Supply is perpetuating false information and deception by their business representatives. Late Jan. visited A+R, 5010 Lomas.Met w/ rep, Kayla [?internal docs generated for visit should ID rep.] Visit Intent: collect info necessary to obtain portable oxygen (PO) for disabled family member. Need has been assessed, measured, documented and oxy requested by Dr. High degree of urgency for acquisition of eqmt. During visit to A+R, aspects necessary for PO device discussed w/ company rep. Discussion included, not limited to: what was the reqd documentation from the Dr; what specific information did the medical provider need to submit; what is the role of the supplier (A&R) in terms of maintenance repair; who specifically responsible for each follow-up actions; how long would process take; is PO covered under current insurance, etc. Medicaid, Medicare, (NMTurquoiseCare) insurance cards,state issued ID provided, copied by A&R rep. PLEASE NOTE: All cards provided. After initial business visit, 2 calls placed in Feb, approx 2 wks apart, requesting update on PO. Told process continuing, no info on when. Phone calls contradict info recd during site visit. The A+R rep showed us actual unit we would recv, try to expedite paperwork. Left store w/ very clear understanding of coverage and eqmt. 2/26 status update call. Kayla, the rep, not able to update, requested Mgr. Don't remember name, claimed to be Mgr 13 yrs.: perhaps self-identify. Individual claimed "nothing covered by insurance":extremely rude, unprofessional, yelling at me, unwilling to listen or solve the issues. If not covered under insurance, post a sign, why were we required to give ALL PII, copies of Medicaid, Medicare, etc. and meet in store for >hr, expedite the Dr. documentation, etc. Absolutely no excuse for the behaviors and absence of complete respect.

  Business Response

  Date: 03/10/2025

  Good afternoon, 

  After reviewing the allegations by Mr. ******** they are false allegations. Mr. ******** currently has DME services provided by Roll-Tech. Mr. ******** was advised that he would need to cancel his current DME service with Roll-Tech in order for us to provide services with him. Mr. ******** got very angry at this and started to curse my staff. At that point he was asked to leave the store.  

  Customer Answer

  Date: 03/17/2025

  Complaint: ********
  
  I am rejecting this response because:
  
  First and foremost: I did not use any profanity on the phone calls or in my personal visit at the store. I visited the store with 2 family members so they are reliable witnesses to dispute the allegation of profanity and any mandate to leave the store. Completely false. This assertion is clearly a fabrication: the evidence is quite clear - we completed the paperwork; we provided the personal identification including ID; Medicare and Medicaid cards. All of our PII was provided; all of the paperwork completed. So when exactly did arguments begin and when were we asked to leave the store? Absolutely shameless lies. This attempt to discredit is offensive and untrue. I'm certain the individual asserting this would be unwilling to give state this information under oath: and they very well may have that opportunity.   

  The order of action was to obtain the equipment (portable oxygen monitor) which had been ordered in the store personally. The staff member indicated they would call us when the equipment  was available. As stated in the initial complaint, I had called the store twice and was told the equipment order had been placed but not yet received; and everything was progressing properly.  We do not have any outstanding orders or rental equipment loans with RoTech: we own durable medical equipment outright and that equipment is for sleep apnea. The home oxygen generator is on loan from HME: it's use is required by medical necessity. We understood the equipment would have to be returned to HME because coverage does not allow "split providers", and A&R would be the new provider for the home oxygen. We clearly discussed that aspect during our in-store visit and the transition could not occur until the new equipment was received. The home oxygen had to continue to be used daily until a new unit was available from A&R: we were all very clear on this aspect and it received discussion. One cannot get rid of required and necessary medical equipment until replacement equipment is immediately available.  

  Lastly, and again I want to emphasize this aspect: the Manager of A&R said in our phone conversation that "under no circumstances would insurance (Medicare/Medicaid) cover the use of the portable oxygen". Again, as stated in the initial complaint and here again: all of the required information was collected, including out PII: WHY was all of this collected and forms completed if "under no circumstances would insurance cover cover the use of portable oxygen".
  
  Regards,
  
  ***** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:06/27/2022

  Type:Billing 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 wish to file a complaint against the following health care equipment provider: A&R Medical Supply 6900 College BLVD, Suite 550 Overland Park, Kansas 66211 ******* ***** Mattress 5 Zone Dry Pressure X9999 Semi Electric I rented on behalf of my spouse who was recovering form a broken hip: The equipment rental company would not bill my primary provider Medicare nor my secondary, Tricare4Life I made provisions for the using a bed after three months and was about to request the equipment provider to pick up that equipment: They stopped billing me and ignored me for more than a year. I stopped caring assuming they, like all medical equipment companies are incompetent. In early April I received a massive back bill and emailed the provider insisting the provider remove the equipment before I negotiate payoff. They, to do this date, have not responded. I insist that they recover the equipment and they document its condition. I have photographic evidence that it is undamaged. of its condition. Regards ****** * ***** **** ********** ** ** ************ ** ***** ###-###-####