ComplaintsforDASCO HME, LLC

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My names is **** ******* and I am a 60 year old male who was diagnosed with sleep apnea at *** **** ***** **********. I am also an employee at *** **** ***** ********** working there for over thirty years.

  My Doctor suggested DASCO Home Medical Equipment *** * **** ****** *********** **** *****, for my CPAP machine and supplies. My Doctor placed an order for supplies for me to use when needed from Dasco. The supplies were delivered to my address and I was suppose to use them when needed. My insurance paid 545.00 and my out of pocket expense which I paid was was 345.73.

  When I opened my box all the supplies were wrong. I went to Dasco in person to show them that none of the supplies worked for my machine and none of the supplies had been opened. The employee saw the problem and said they would correct it. Dasco sent me the correct supplies but charged me 291.29 .

  DASCO sent me this bill which I did not agree to pay for at the time of my visit with them. I thought they were going to provide me with good customer service and correct the problem for shipping me the wrong supplies which my insurance and I had paid for.

  I tried to resolve this problem by calling them to discuss the invoice and I was left on hold for a long period of time. I was hung up on also before they tried to resolve my problem. Dasco told me that because 30 days had passed they could not help me. I told DASCO that the supplies they sent me were wrong in the beginning regardless of the 30 days and it had not been a year since my order was placed.

  A billing a manager named ***** offered 35% off of 291.29. I told ***** I wanted to resolve this problem at the time of my call and offered her 89.00 to resolve the problem.

  DASCO denied my offer to pay for their mistake, and probably will report it to a collection company and credit bureau.

  I am so sorry I tried to do business with this company, and it makes me feel totally disappointed

  Thanks **** *******

  Business response

  07/30/2024

  Mr. *******, 

  Thank you for reaching out regarding this situation.  It appears supplies were received a year ago and that is why the process was followed not to allow a refund. It's our process to allow a 30 day exchange or return/refund all equipment. After reviewing the account, this was a DASCO error since we did send the incorrect supplies and I would like to make that right on DASCO's behalf. I have credited off the complete balance of $291.29 due to us sending the incorrect supplies last year. This should have been elevated to the next level of leadership and we will be sure to re-educate our billing team. We appreciate you allowing us to correct this and we apologize for the inconvenience. We hope that you breathe, sleep, and feel better!

  Customer response

  07/31/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *******

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Completely frustrated with Dasco and how they run their business.

  When I originally received my CPAP machine, I had to return it for repair within the first week. I was given a loner, and it didn't come till about a month later. The first few nights after receiving it, it was leaking water in the bed. I called and let them know and they returned the loaner to me and tried fixing it again. Only to return it and it did the same thing again.

  So, it's supposed to be insured so I asked for a new machine. They brought a supposedly new machine on Friday. I opened it to set it up and it didn't look clean and then I noticed this.  

  They have terrible communication skills and I'm appalled by the run around. Not sure why they would not provide me with a new machine. This use of this machine is a serious one, and they are trying to pass a rental off on me. It makes me wonder if any of them were new. I certainly don't feel like a valued patient.

  Business response

  06/04/2024

   

  On Friday, May 31st I spoke with Ms. ***** via phone.  She had returned my phone call around 3:45 pm in the afternoon.  

  I did speak with Ms. *****, and she expressed two main concerns. 

  1.  The Rental Sticker on the CPAP Machine.  I explained all DASCO equipment comes with the rental sticker, and that it's a rental until the required rental timeline when it becomes property of the owner. 

  2. The replacement CPAP machine that she received had a film on it. 

  I did reach out to the local DASCO branch, and they delivered a new machine to Ms. ***** on Monday June 3rd. 

  If you have any questions. please reach out to me with questions. 

  **** ********

  ###-###-####

   

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since March 16th 2023 I have called and emailed to resolve this issue. I was billed directly for the whole cost of my cpap masks and my insurance was never billed at all for their portion of my bill.

  When I noticed the error, I began to contact them I have repeatedly called and emailed(I have saved) letting them know that my insurance needs to be billed for their portion and I would like credited to my credit card for the overage that I paid.

  I finally contacted my insurance company and asked them to get involved and send Dasco the amount they would owe them on my behalf and they said no problem they just needed Dasco's 9 digit federal tax id number and diagnosis code, and 12 digit npi. I sent this request to Dasco via email to be ignored.

  Finally I started emailing everyday until I finally got this response: This information has been sent to our billing department and someone will be in contact with you. **** ****** *** ******** DASCO HME, LLC P ###-###-#### Ext: **** | F ###-###-#### email correspondence is subject to ****************

  To date no one from Dasco's billing office or any other department or office has contacted me. I received that message on 6/22/23 it is now 7/31/23.

  This is unacceptable! I want to get this issue resolved. I would like my insurance to be billed and the amount I was overcharged returned to me.

  Business response

  08/07/2023

  Thank you for bringing this matter to our attention.  We have reached out to the patient and apologized for the delayed response.  We have processed a refund of $439.96 and advised him to disregard the current billing statement as it is no longer due.  All billing has been adjusted and submitted to the patient's insurance.  We also provided the patient with a direct point of contact for any future billing concerns.  Patient stated that he was very satisfied with the resolution and he was asking his wife to update the BBB.   We value this opportunity to resolve this patient's concern.  Thank you 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CPAP BILLING NIGHTMARE. My husband and I were both shipped CPAP supplies in June 2022. We fully paid invoices generated by those orders. (Invoices ********, 11870830, 11872073). Now we have received bills for supplies shipped in August - there were no August shipments.

  I called to discuss the matter and DASCO rep said it is an insurance company issue and I need to talk to them about how bills are paid. DASCO rep said shipments are broken down into three bills. Rep asked me to tell her the physical count of items in each box. Those items were unpacked and put into use. I did not record a physical count on the date of unpacking. Why didn't June bill state partial bill?

  I also asked rep why we didn't get any hypothetical "bills" for phantom July shipments if this is the way it works. DASCO rep said they had sent July bills, but my insurance company didn't process them yet. . My insurance rep assured me that there is no stipulation about how bills are processed or broken down and there are no unprocessed claims in the system for DASCO.

  My insurance rep, *****, has called them and left messages wanting to clarify. ***** has not been given the courtesy of a return phone call. I have sent an electronic complaint and called them again about the issue.

  On 10/11/2022 I talked to another rep at DASCO and explained the whole thing again. She said she was only in the billing department and my issue needed to be referred to another department. She said they would call me and my insurance company to figure this out. My insurance rep has not received the callback. I have not received a call.

  Now we are getting statements saying bills are overdue. I have detailed records of calls, dates, and diary entries about all the attempts we have made to resolve this issue.

  Ignoring a customer with valid concerns does not make the bills valid. There was only one shipment for each of us and fake bills saying we were shipped items that were not sent will not be paid.

  Business response

  11/11/2022

  DASCO has reached out directly to the complaintant to discuss issues with the billing on both accounts mentioned.  Supplies are dispensed in 3 month quantities; there are two items, however, that must bill monthly rather than all on one claim to ensure proper and complete payment.  We take the 3 month supply and spread it out over three months so our customers can receive their orders in one shipment rather than 3 separate shipments.  That being said, DASCO has agreed to remove the current charges as a one-time courtesy and has gone over the billing procedures in great detail for future orders.  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I needed a Rollator I went to Dasco on Roberts Rd. They told me I needed $50 for the brakes & a basket. They sent me home without them. About 2 wks later my Case worker from ****** had ordered one for me. I was not aware. I called Dasco & they would not take mine back as they said it was used. So I called ****** back & they returned the one they ordered. I called Dasco back and told them ****** would cover the $50 for basket & brakes. They refused to add them to the one I had gotten from them they said they could not come in my house to add them. I even offered to put it outside the house & disinfect it & they still refused. They told me my insurance wouldn't cover it. ******** had them on there. so they would cover it. I felt that I was lied to by Dasco. I still want the brakes & the basket. but I am so fed up with Dasco I just want them to come pick up the rollator & give me my prescription back so I can go elsewhere to get what I need.. I do not drive or have transportation I am disabled.

  Business response

  08/02/2022

  This complaint has been resolved.   We made several attempts to reach her by phone and was not able to leave a voicemail.  We had a driver stop by her house yesterday, at which time, we picked up the rollator and gave the prescription to her as requested.   We apologized for the misunderstanding and asked her to let us know if there is anything else that she needs going forward.  Thank you for allowing us to rectify this issue.  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The provided an oxygen concentrator in December 2021. The unit was returned to the ***** ****** office and it was confirmed by the office. However they keep billing me and my insurance company. Last bill came for 03/06/22.

  Business response

  04/28/2022

  Mr. Gordon has been contacted via phone and we believe his issues have been resolved.  We have confirmed that the billing has halted and all necessary refunds have been processed. 

  Customer response

  05/03/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  01/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Walker was supposed to be delivered before I was discharged from hospital (Nov 2021) but it did not arrive. Through multiple conversations there seemed to be something wrong that delivery had been delayed repeatedly even though I had paid my portion of the bill. As of today 1/13/22, the walker has still not been delivered. I want the walker delivered immediately due to necessity for proper mobility.

  Business response

  01/27/2022

  It appears that a walker had been shipped to the patient originally, but the delivery was not completed.  The regional director reached out to the patient to discuss the complaint and shipped a walker that day.  She provided the new tracking number and apologized for any inconvenience this may have caused her. The patient was satisfied with the updated information.  I have checked the tracking number and the equipment has been successfully delivered to the patient.  

  Customer response

  01/29/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ******** ******  I recieved the walker Jan. 26. 2022 I have been waiting sinceThanksgiving Thank You for ypur help.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dasco Medical Equipment provided me with a sling after Shoulder Surgery on 8/2/21. My insurance company *****, has a contract with Dasco, and Dasco should bill ***** directly. Dasco has been billing me for $103.86. I called ***** and they explained to me that ***** has a contract with them and I owe Dasco nothing. I even waited on hold while ***** called Dasco on 12/22/21 and ask them to stop billing me (ref#**** with *****). I have attached the Dasco bill, the ***** claim, and the explanation of benefits from ***** that in the footnotes acknowledges a contract with Dasco and I owe nothing. Dasco continues to call and send bills threating my credit if I don't pay. I would like Dasco to stop calling and threatening me and zero my account with Dasco

  Business response

  01/04/2022

  DASCO is a contracted provider with *****, but not for all items.  There is no contract in place with ***** for the orthotic item that Mr. ***** received.  Because the item received is not covered under any contracted fee schedule that ***** has with DASCO, the responsibility for the cost of the item rests with the beneficiary.  However, as an act of good faith, DASCO will agree to reverse the charges as a one time courtesy to Mr. *****.  

  Customer response

  01/06/2022

  I accept the business's response to resolve this complaint. 
  
  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. ↩