ComplaintsforNational Biological Corporation

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  National Biological lied to me to secure a sale. On numerous occasions, I was told that insurance would cover a home phototherapy device, see attached. I paid them $2026.84 based on these assurances. Insurance now says National Biological billed the device incorrectly and isn’t working with them to correct it. I have demanded reimbursement from National and they ignored. I am also filing a complaint with the Ohio State Attorney General’s office.

  Business response

  06/28/2023

  This insurance claim has been active and in the appeals process for more than 6 months.  The initial claim was denied as a result of contradictory information we received from the insurance company and their 3rd party network administrator (we cannot attach these documents as they contain the consumer’s protected health information which would violate HIPAA privacy).  This matter is still pending.  As we’ve recently discussed with the consumer, while we continue our resolution attempts with the insurance company, as a courtesy to the consumer, we will reimburse his out-of-pocket expense of $2,026.84 immediately.  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter has Vitiligo for which she gets phototherapy. We obtained a phototherapy machine through insurance and it arrived with a malfunction. The machine works, but it has two light bulb sections that don’t work. The bulbs are not burned out. I have attempted to contact the company on many occasions with no return calls or able to reach a person. I have also sent several emails to the company and still have not heard from anyone.

  Business response

  04/04/2023

  Mr. *******  I'm terribly sorry you've had difficulty reaching us.  The representative that you had worked with last summer is no longer with the company.  That may be why your calls and emails we're not returned.  I'm going to instruct our customer support team to reach out to you to assess the issue with your daughter's phototherapy unit.  Even though the bulbs are no longer under warranty, we will replace them at no charge if they are the issue since you've had difficulties reaching us.  Going forward, please feel free to call us at 216-831-0600.  Patient care remains our top priority, and we're committed to ensuring that your daughter has the best experience possible with her phototherapy unit.

  Customer response

  04/04/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I called the number and someone finally answered. They are shipping a new unit and provided a direct contact number.

  
  Regards,
  
  **** ******
  
  

  
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  National Biological Corp refuses my physician's prescription for new codes to activate a UVB 218 My wife and I purchased November 2010 order # ****** and customer # ****** for treatment of her psoriasis. Thankfully, it is in remission and she doesn't use the unit. However, I developed atopic dermatitis and it has given relief for me. Now the unit UVB-281 needs a new prescription for operational code. I had my dermatologist call, but Sandra R**** says they cannot honor his prescription since my wife's name was used when we purchased. No good explanation other than my wife's name. I struggle understanding the logic. My wife and I live in Florida. Property is 50/50 ownership and I under care of a Doctor and he wants to prescribe a treatment plan but he cannot. I don't understand the logic.

  Business response

  06/24/2022

  Response taken over the phone by BBB Staff

  ****** needs to have the prescription in her name per FDA policies.

  Customer response

  06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I rejected the answer from the National Biological Corporation because it was a throwaway excuse. I ask they cite the FDA regulation. It may be their interpretation but still makes no sense. If I own the machine and under a physician's care why would the FDA object?

  
  

  ***** *****

  Customer response

  06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I will also add,
  

  If the regulation is clear excluding anyone other than the original name on the purchase, I will accept that and drop the complaint if National Biological Corp agrees if the FDA sends a letter approving me to their compliance officer, I will be added for use with prescription providing codes and machine maintenance parts with a physician prescription. I request a letter or email from their compliance officer stating why they will honor my requests today. 
  

  ***** *****

• Initial Complaint

  05/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Panosol 3D unit on 2/25/21 via National Biological & billed via ******** in Waterloo, IA. This purchase was billed at $4006.36 and I was responsible for $1,132,11 out of pocket, following coverage via my health insurance provider. Invoice# ******. In months prior, the Dermatologist was successful in obtaining prescription refill codes for the unit via National Biological. Now when I provide the prescription refill code to the Dermatologist, they have stated I am providing an invalid code to dispense additional treatments. Because of this, I have attempted to contact National Biological for support via multiple phone numbers, and multiple email addresses to obtain a new or working refill code - I have been unsuccessful at reaching anyone at their support lines or website forms. Nobody is reachable in the company. I have a unit that is in-warranty, and fully functional, but unable to be used due to the prescription lockout built-in to the machine. This renders the machine completely unusable, as designed. The doctor is willing and able to refill the prescriptions, but unable due to a suspected issue with the generated code. I have followed all company-provided instructions to obtain this code. Since myself and the Dermatologist have been unsuccessful at reaching anyone, I am requesting a refund for the full amount paid for the unit, and expect the health insurance company to rightfully dispute the amount they paid as well.

  Customer response

  05/19/2022

  
  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. 

  Consumer called and gave verbal response to BBB employee (js):

  The consumer called in and said the issue was resolved.  The business contacted him today.
  
  Regards,
  
  ****** ****

*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. ↩