Complaints

This profile includes complaints for MedCare Equipment Company LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MedCare Equipment Company LLC

  115 Equity Dr Greensburg, PA 15601-7190

• 

  Medcare Equipment

  512 W 3rd St Ste 1 Jamestown, NY 14701-4857

• 

  Medcare Equipment

  512 W 3rd St Ste 1 Jamestown, NY 14701-4857

• 

  MedCare Equipment Company LLC

  1700 Peach St Ste 104 Erie, PA 16501-2134

• 

  Medcare Equipment

  512 W 3rd St Ste 1 Jamestown, NY 14701-4857

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:04/14/2025

  Type:Billing 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.

  They deducted 2 payments from my checking account. They were called to pick up their equipment before it would be charged.. They took ****** two times from my account. I called and talked to them and asked to speak to a manager but he was not available.

  Business Response

  Date: 04/23/2025

  Dear Ms. ******************* letter is in response to complaint ID ******** filed on 4/14/25 by **** *******  Ms. ****** is upset that payments for the oxygen equipment rented from MedCare Equipment Company were charged to her account following the date of equipment pickup.

  
  Ms. ****** received oxygen equipment from MedCare on 10/5/24,and her insurance was billed the monthly rental cost on the 5th of each month. ********************* plan renewed on 1/1/25 at which point her deductible reset as well. MedCare continued to bill ******** on the 5th of each month with ******** deferring the monthly rental fee of $126.64 to ********* for January, February, and March 2025 citing her deductible had not yet been met.

  
  Ms. ****** contacted MedCare on 3/19/25 to request pickup of the oxygen equipment at which point billing was stopped. The final invoice was for date of service 3/5/25, and all equipment was picked up on 3/20/25.

  
  Enclosed please find the notices mailed to Ms. ****** regarding her financial responsibility and the upcoming charges to the account she provided at the start of service. Also enclosed is an Account History to better show the dates of service and associated dates of payment. There is typically a delay in billing the patient as the insurance company is always billed first to determine true and accurate patient financial responsibility.

  
  Again, we sincerely apologize for any inconvenience this may have caused Ms. ******* As of the date of this letter the balance on Ms.Monroes account is $0 with the final invoice being for the date of service 3/5/25.

  
  If there are any further questions, MedCares ************************ may be reached by calling ************** and selecting Option 5.
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service 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 3/6 my mom got discarded from Lutherlyn Senior Life facility in **********, ** ... the therapist recommended a baratric bedside commode for her which the social worker ordered from MedCare. On 3/10 (Monday) a women from Medcare called to confirm order, which ended up not being covered by insurance, which the cost was$252.50. I told her I would call back, wanted to discuss it with my mother. Called back & talked to another women & ordered, was delivered that nite around 6:45 P.M. It wasn't a flat bench like commode like they had at facility, but 1 with a regular toilet seat. We tried it the next ******** was so uncomfortable & my mom had such a hard time getting up from it. I called on 3/12 @ 12:31 p.m. to see what their return policy was & the women said that it was 24 hrs., that whomever I talked to should've told me that .. I told her that no one ever told me about the 24 hr. Policy, so she put me to another person ( which called me back at 2:00) as she told me same thing. I asked to speak to higher up person ( which called me back at 3:51) that told me the same thing about 24 hr. Policy. I said to all 3, but no one told me about the 24 hr. Policy & all this was unethical , I spoke to 2 different women during ordering process & the delivery person & no one mentioned the 24 hr ****************** was done on ****, so couldn't read anything there, nor does it state a 24 hr policy on receipt. Oder ref. # AD202503100927132648 ... transaction ID # ********** ... Account # ****** .. Invioce # ******* Thank you for your time, ******** Held ( mother, ***** ******)

  Business Response

  Date: 03/24/2025

  Dear Ms. ****************** letter is in response to complaint ID ******** filed on 3/12/2025 by ******** ****, daughter of patient ***** *******  Ms. **** is upset that her desire to return the bariatric commode she purchased from MedCare was denied.

  Due to the nature of these items, bathroom-related products are only accepted for return within 24 hours of receipt. Ms. ****s request was received after the designated 24-hour window and was originally denied for reconsideration as the commode had been used.

  We do apologize that this policy was not verbalized and are in the process of reeducating staff to communicate this prior to delivery. A full refund in the amount of $252.50 will be issued to the card provided for payment. Please allow 7-10 business days for the refund to process. The commode need not be returned as it has been used.

  Again, we sincerely apologize for any inconvenience this has caused Ms. **** and Ms. ******* If there are any further questions, MedCares *************************** can be reached seven days a week from 8 am to 6 pm at ***************

  Sincerely,

  Quality Department, MedCare Equipment Company

  Customer Answer

  Date: 03/26/2025

  
  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. 
  
  Regards,
  
  ******** Held

• Initial Complaint

  Date:12/30/2024

  Type:Customer Service 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 have been trying to get the company to send me the proper tubing for my CPAP machine. I was sent tubing for an AirSense 10, and I need the tubing for AirSense 11 as they are not compatible. I have made numerous calls to the company, which they say are recorded for quality and training purposes, asking them to exchange the item for the correct one. Each time, I am told they will email me a return shipping label, but nobody ever sends the label, or follows up. This has been going on for almost 2 months and I need this part for my CPAP machine. Hopefully the BBB can get them moving.

  Business Response

  Date: 01/08/2025

  January 6, 2025
  
  ***** ******
  Better Business Bureau of **********
  ****************************************************************************************
  
  RE: Complaint ID ********
  
  Dear Ms. ******************* letter is in response to complaint ID ********, filed on 12/30/2024 by ***** *******  Mr. ****** is upset that he was sent the incorrect tubing for his CPAP machine.

  
  On December 13th, an order was placed for Mr.Jaskeys CPAP supplies, which was delivered on December 17th. In that order,tubing for an Airsense 10 was selected. Unfortunately, this was an error on MedCares part, as his CPAP machine is an Airsense 11 and not compatible with the tubing received. We are deeply sorry for this.

  
  On December 18th, we were informed by Mr. ****** that he received the incompatible tubing. On December 31st, a replacement order with the correct tubing was created and a representative reached out to Mr. ****** to update him. This order was delivered to Mr. ****** by **** on January 4, 2025.  For reference, the **** tracking number for this order is 9400111899647422173189.

  
  Again, we sincerely apologize for any inconvenience this has caused Mr. ******* If he has any further questions, MedCares ******************* may be reached at ***************
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company

• Initial Complaint

  Date:11/16/2024

  Type:Product 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.

  MedCare was supplying my c-pap machine and supplies. The c-pap that they gave me did not work from the day I got it (11/15/23). My nurse practitioner and I both notified MedCare that the machine was not working properly; it was causing nose bleeds and coughing so violently that I would vomit. My health care team and I tried multiple times to repair/exchange the broken machine but we were ignored for months. In July of 2024, my insurance changed and MedCare started to charge me for the c-pap machine. I notified MedCare in July that the machine was still not working. Medcare did not return any of my calls, chats, or emails until September 2024. MedCare stated that I requested to return the device against medical advice and demanded that I sign a false statement. I made no such statement and tried for several months to correct this "misunderstanding". I wanted the device to be fixed or exchanged for a working device and I did not want to pay for a broken device. At no point did MedCare try to troubleshoot the c-pap, they demanded that I purchase supplies at a rate about 5 times more frequently than the manufacturer suggests. In October, when I told MedCare that I went to the manufacturer and reported their behavior, suddenly MedCare was open to exchanging. Until then, MedCare told me that per the contract they were under no obligation to supply a working device or to troubleshoot but I am obligated to pay for the device even if it cannot be used safely. After the manufacturer diagnosed the issue, Medcare said that they would exchange the machine. They sent a new machine but I never got it. MedCare threatened me that if I did not purchase these unneeded supplies that I would be cut off as a patient. I have been trying to return the device, for several weeks I was told to put it into a box and write "return it" on the box and mail it. I pointed out that the postal service would not know where to send it if I just wrote "return it" on the box, then I was hung up on.

  Business Response

  Date: 12/03/2024

  
  November 26, 2024
  
  ***** ******
  Better Business Bureau of **********
  ****************************************************************************************
  
  RE: Complaint ID ********
  
  Dear Ms. ******************* letter is in response to complaint ID ******** filed on 11/16/24 by ****** *********  Ms. ********* complaint covers many different topics, and we will do our best to cover them sufficiently.
  
  Ms. ******** received a CPAP machine from MedCare on 11/15/23. Several conversations took place between 11/28/23 and 1/3/24 relative to comfort setting changes, none of which included mention of the machine being returned. CPAP pressure was changed on 2/23/24 per physician order and replacement supplies were provided on 4/5/24 per patient request.
  
  The first mention of returning the machine occurred on 8/14/24 when Ms. ******** called in to question her bill. It was explained that her insurance plan termed on 6/30/24. Her new plan had a deductible that had not yet been met, resulting in financial responsibility on Ms.********* part. Ms. ******** stated that the billing was fraudulent as she had not been using the machine and had attempted to return it. MedCare does not have record of either of these requests prior to 8/14/24.
  
  It was explained that if Ms. ******** wished to return the machine, she would need to first sign an AMA (Against Medical Advice) Form.  Ms. ******** refused.A warranty replacement machine was offered and accepted; however, the machine was returned to MedCare following two failed attempts by **** to deliver to the address confirmed by Ms. ********* MedCare offered to send a respiratory therapist to Ms. ********* home to complete the equipment exchange; however,Ms. ******** would not confirm a date and time to do so.
  
  An online Chat conversation was initiated by Ms. ******** on 10/4/24 regarding her billing concerns and to report that her replacement machine had not been delivered. The conversation was ended by the MedCare representative as Ms. ******** began making death threats to both MedCare and UPMC.
  
  As advised by state police, Ms. ******** was dismissed from MedCares services effective 10/9/24. She was informed via letter, and her physicians office and insurance company were notified as well.
  
  Thank you for your efforts to resolve this matter. If you have further questions, please let us know.
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company

  Customer Answer

  Date: 12/06/2024

  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.
  
  [To **************************** letter is in response to complaint ID ******** I filed on 11/16/24.
  
  I did not want to return the machine.  I wanted to follow my medical teams orders.  I do not know how to be more clear about what I wanted to do so that MedCare could understand and I continue to be totally baffled as to why they continue to think that I wanted to return the machine against medical advice. 
  
  I never attempted to return that machine prior to October 2024.  The statement that I tried to return the machine prior 8/14/2024 is false. Neither my care team nor I tried to return that machine at any point prior to October 2024 so I really do not know why they keep bringing it up.
  
  During the call on 8/14/24, I did not request to return the machine.  If they are going to charge me for a machine, I want that machine to be functioning properly.  I genuinely do not know how they took that statement and twisted it into me wanting to return the machine against medical advice.  Even if it was a misunderstanding at first, my numerous attempts at clarifying what I and my care team wanted should have been acted upon. I was told, and continue to be told, that my options are to either pay for the broken machine that even my care team says that I should not be using or return it against medical advice and not get treatment. Neither of those are good options because I need treatment for my life threatening condition and both of those options would deny me that treatment. Attached to this letter is the "against medical advice" letter I sent back after weeks of trying to get them to understand that I did not want to go against my care team's orders, I wanted the machine to be fixed or exchanged for a working machine.
  
  MedCare states that they made changes per my care teams orders, but they did not make those changes without a fight.  ******* team had to contact them over the course of several months before they responded to make the requested changes.  Below I have copied and pasted the notes from my appointments with my respiratory therapist.  Below are notes from my appointments with respiratory team, 1/2/24 my team sent orders to MedCare to change the pressure on my machine.  ***** *****, the individual that prescribed my c-pap machine notes that without these changes it is not feasible for me to continue to use the machine. MedCare ignored this order. Below the progress notes is one of many chat transcripts showing that MedCare continued to ignore the orders from my care team.  They also threatened me that if I did not buy unneeded supplies that I would be cut off as a patient.
  
   In the progress notes from 2/22/24:
  
  Abby A at 1/3/2024 10:09 AM
  ----- Message from ***** *****, CRNP sent at 1/2/2024 7:51 PM EST -----
  Hi *******- I want to see if Medcare can do some troubleshooting of this patient's CPAP. It seems to be very rapidly losing water (she says it's empty after ~2 hours), regardless of the climate control settings, which is making it unfeasible for her to continue to use. I doubt this is totally related to mask leak, as it seems like most of the time it's very low. I'm wondering if there is a mechanical issue. I also ordered a pressure change and new mask cushion. Thank you.
  
  
  Progress Notes
  ****** C at 2/22/2024 12:30 PM
  AVS w/ appointment mailed to patient.
  ***** *****, CRNP at 2/22/2024 12:30 PM
  
  IMPRESSION:
  48 year old with severe OSA current prescribed APAP. Following initiation of therapy in fall of 2023, patient met the initial adherence criteria required for insurance coverage of the device though has continued to use sporadically due to bothersome xerostomia and dry nasal membranes and continued symptoms of cough and post-nasal drip since bout of COVID around Thanksgiving time. The device was noted at last visit to seemingly run out of water quickly, and I suspected that the surrounding environment may be dry and impacting the water usage, though was concerned for a mechanical issue with the equipment. The *** provider has not been able to identify any mechanical issue to this time. There does not appear to be any significant consistent air leak from the mask, either on the download or by patient's report. I had requested a pressure change (from APAP 5-20 --> APAP 5-14) at the time of last visit given some discomfort as pressure ramps up and to see if the high pressure may be contributing to airflow and rapid water usage, though it does not appear that the device's settings were updated.
  
  
  MedCare - No Reply <****************************************************************************************************> Sep 18, 2024, 10:45?AM
  
  2024-09-18T10:27:23-04:00, ****** ********: Begin Conversation
  2024-09-18T10:27:40-04:00, agent: Thank's for contacting MedCare. My name is *****, give me one moment to review your message.
  2024-09-18T10:27:44-04:00, agent: I will pull the file for us, one moment please.
  2024-09-18T10:28:48-04:00, ****** ********: The call was "disconnected" after she admitted that Medcare was not following my doctor's orders to change the settings and I reminded her that the Attorney General is involved./
  2024-09-18T10:31:01-04:00, agent: I see your call as noted in your file. So, we can have the ************ call you back once able then if you would like. They can call that ************** on file for you. No specific timeframe, but I can request they call you back as soon as possible.
  2024-09-18T10:34:34-04:00, ****** ********: I am working and both myself and my doctor's office has made requests for changes to the settings, I once again ask that Medcare comply with those requests. If Medcare continues to refuse to comply with the settings changes, I will once again ask that my current machine is exchanged to a working machine. I will not be threatened or screamed at on the phone. A supervsior can call me if they like.
  2024-09-18T10:35:56-04:00, agent: The Respiratory supervisor is still aware of your call requests. And the ***************** can still be called directly at ************ if need be too. And if a referral for a settings change is sent over, the ***************** can begin work on that as needed as well.
  2024-09-18T10:37:02-04:00, agent: Is there anything else as well then?
  2024-09-18T10:38:56-04:00, ****** ********: Do you ahve an estimate as to when the supervisor will call.
  2024-09-18T10:39:45-04:00, agent: No estimate available, but generally speaking it would be as soon as possible. And you can still call that ************ in the meantime too if you would like as they could see if you could be transferred to a supervisor that way.
  2024-09-18T10:41:17-04:00, ****** ********: Anytime I contact you, it will be in writing, easier to send to the attorneys.
  2024-09-18T10:41:47-04:00, ****** ********: If Medcare does not want to be compliant with the requested settings changes, I will respect your decision.
  2024-09-18T10:41:52-04:00, ****** ********: Have a great day.
  2024-09-18T10:41:56-04:00, agent: Thank you and have a great rest of your day.
  
  In the chat below I state outright that MedCare is knowingly charging 2 insurance companies and myself for a machine that they know is broken and are refusing to exchange it for a working one.  This is insurance fraud. Below that is an email I sent to MedCare once again requesting assistance in troubleshooting the issues with the machine, the email was ignored.
  
  MedCare - No Reply <****************************************************************************************************> Fri, Sep 13, 2:14?PM
  
  2024-09-13T13:52:54-04:00,****** ********: Begin Conversation
  2024-09-13T14:08:09-04:00, agent: Thank's for contacting MedCare. My name is *****, give me one moment to review your message.
  2024-09-13T14:08:13-04:00, agent: I will pull the file for us, one moment please.
  2024-09-13T14:10:05-04:00, agent: That information has been added to your file then for you.
  2024-09-13T14:10:10-04:00, agent: Is there anything else I can help you with today?
  2024-09-13T14:10:38-04:00, ****** ********: huh?
  2024-09-13T14:10:56-04:00, ****** ********: What information I didn't give you any information really.
  2024-09-13T14:11:30-04:00, ****** ********: Thank you for confirming that you prefer that the third parties resolve this issue.
  2024-09-13T14:11:33-04:00, agent: Specifically, the "I got a letter today still not addressing the issues. So I wanted to document it with you."Whatever else you may like to add, please let us know. We can take additional information too.
  2024-09-13T14:13:17-04:00, ****** ********: You are knowingly charging 2 insurance companies and myself for a machine that you know is not functioning properly and are refusing to exchange it for a functioning machine.
  2024-09-13T14:13:40-04:00, agent: We can add that comment to your file as well too.
  2024-09-13T14:13:49-04:00, ****** ********: Perfect.

  ****** Stabryla <*********************************>
  Tue, Dec 12, 2023, 6:34?PM
  
  
  
  to *****.******
  
  Thanks *****.  I have stopped using the ***** since the issues I
  contacted MedCare about continued.  I am still getting nose bleeds and
  coughing so violently that I vomit and have trouble catching my
  breath.  I sent a message to my physician's office but have not heard
  back yet.  The respiratory therapist I was working with is no longer
  employed by ****, I am waiting for them to respond. My appointment
  with them isn't until January 2024.  Are there any resources that
  MedCare can provide me while I wait?
  
  Thank you,
  ****** ********
  

  
  MedCare claims that I made death threats in an online chat, this also is not true.  I have copied and pasted part of the chat and clearly I was trying to warn MedCare about people online making threats to harm MedCare and **** employees.  I never stated or implied that I was going to harm anyone.  I have a call into Trooper ****** to correct the false police report that MedCare made. To me, it is absolutely disgusting that MedCare would rather twist reality to harm me by further delaying treatment for my life threatening condition and put their employees in danger than to have the threats properly investigated. I did the right thing by notifying MedCare, UPMC, and multiple police departments but now I am being punished for doing so.
  
  2024-10-04T16:31:03-04:00,****** ********: The death threats against you have clamed down
  2024-10-04T16:31:22-04:00, agent: Really, this information should be continued with the ************* So, I can submit a request for you to be called by them later once able. They would call as soon as possible in general, it could be up to two business days.
  2024-10-04T16:31:31-04:00, ****** ********: They were asking for what kind of security you guys have and which location I was talking to
  2024-10-04T16:31:36-04:00, ****** ********: No call
  2024-10-04T16:31:58-04:00, ****** ********: Email so I have everything in writing. I am done with trying to deal with them over the phone.
  2024-10-04T16:32:13-04:00, agent: Sorry, what exactly do you mean by "death threats?"
  2024-10-04T16:32:53-04:00, ****** ********: And if they are just going to restate what had already been stated.
  2024-10-04T16:33:39-04:00, ****** ********: Yes, since I was having so much trouble I went online to see if I could get help.
  2024-10-04T16:34:38-04:00, ****** ********: I was telling my story with Medcare and UPMC and people were offering to hurt you and folks at UPMC.
  2024-10-04T16:35:10-04:00, agent: OK, well your messages about death threats will be on record here as well, along with everything else still.
  2024-10-04T16:35:29-04:00, agent: Thank you and have a great rest of your day.
  
  Regards,
  
  ****** ********

  Business Response

  Date: 12/16/2024

  Dear Ms. ******************* letter is in response to complaint ID ******** filed on 11/16/24 by ****** ******** and the additional concerns reported on 12/6/24. 
  
  Recorded phone conversations from 8/14/24 have been reviewed, during which Ms. ******** states, I have been trying to return the machine for six months or so now. This statement is the first mention of returning the machine and completion of the Against Medical Advice form necessary to process this request was refused.
  
  The option to replace the machine was offered as well; however, multiple attempts to ship and to exchange the machine in person were unsuccessful.
  
  Supplies were offered to Ms. ******** as an option as she was eligible to have them replaced through insurance. This was reiterated to Ms. ******** in an email conversation with MedCares **************** Manager on 10/28/24, confirming that replacement supplies are not a requirement.
  
  CPAP settings were changed on 2/22/24 when MedCare received a proper prescription to do so. The message referenced from ***** *****, CRNP on 1/2/24 resulted in a change in humidifier settings following a call between Ms. ******** and a MedCare Repair Associate on 1/3/24.
  
  State police were consulted following the mention of death threats in the chat to ensure the safety of MedCare staff.Neither a formal report nor charges were filed against Ms. ********* She has,however, been dismissed from MedCares services.
  
  I hope this information has helped to clarify any outstanding questions or concerns.
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company

  Customer Answer

  Date: 12/22/2024

  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.
  
  In the last response from MedCare, they lied about having physical evidence that I made death threats against MedCare and **** employees. MedCare lied to the police.  MedCare lied to ****. MedCare lied to my insurance.  MedCare is willing to lie about something so serious and dire as who is making death threats, what aren't they willing to lie about? When the potential mistake was pointed out, MedCare could have pretended that they "misread" the chat and then moved forward with reporting the true death threats, but they did not, they instead defended their decision to lie. You are intentionally, willfully, and knowingly putting the lives of UPMC and MedCare employees at risk so that you can continue to collect insurance money for machine that you know is broken and cannot be used as prescribed. 

  "Recorded phone conversations from 8/14/24 have been reviewed, during which Ms. ******** states, I have been trying to return the machine for six months or so now. This statement is the first mention of returning the machine and completion of the Against Medical Advice form necessary to process this request was refused."

  Again, even if I misspoke and used the word "return" you are choosing to ignore the several dozen times that you were asked to repair/replace the machine by myself and my care team. I did not wat to sign it because I wanted to follow my care team's instructions for treatment, and that has never changed, I did not want to sign a false statement. They also put a random doctor's name on the letter. I pointed out the mistake multiple times but MedCare refused to put the actual prescriber on the letter. I did indeed sign and return it, MedCare refused to process it.  See attached.    

  "The option to replace the machine was offered as well; however, multiple attempts to ship and to exchange the machine in person were unsuccessful."  

  After months of fighting with MedCare and me reporting MedCAre's actions to the manufacturer to get the truth about the machine, MedCare finally said they would exchange the machine. MedCare only notified me of one attempt.  Please give the dates and tracking numbers of the other attempts.
  
  "Supplies were offered to Ms. ******** as an option as she was eligible to have them replaced through insurance. This was reiterated to Ms. ******** in an email conversation with MedCares **************** Manager on 10/28/24, confirming that replacement supplies are not a requirement."

  Just because that one person in that one email said that the supplies were not a requirement does not mean nor negate what everyone else stated. That same individual threatened me that if I did not purchase unneeded supplies that I would be cut a a customer, then you made up a story to cut me as a customer. Let me be clear, I started working with my care team in September to get the machine supplied from a new company.  I have been using the new machine for a while without incident. MedCare delayed, denied, and continues to defend not giving me a machine that works but continued to bill the insurance and myself for a machine that was dangerous to use.
  
  Bottom line is that MedCare was notified many times that the machine was not functioning properly and MedCare did not act per the contract. You care more about collecting insurance/patient money under false pretenses than the safety and wellbeing of yourselves and your employees. Due to that no amount of truth, evidence, logic, etc will convince you to do the right thing. I tried to report the death threats to multiple law enforcement agencies, multiple departments in ****, and my insurance; I was either ignored or told outright that MedCare reported that I was the one making the threats, and they believed MedCare over me.  I am sad to say that at least 2 people have been physically harmed to the extent that they needed to seek medical attention, and there may be others that I do not know about. I cannot help but wonder if MedCare didn't lie, and the threats were properly investigated, would anyone outside of me been harmed over this situation?

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

  Business Response

  Date: 01/07/2025

  
  ****************
  ********** Pa 15601
  ************
  ************** FAX
  
  
  
  
  
   
  
  
  January 7, 2025
  
  ***** ******
  Better Business Bureau of **********
  ****************************************************************************************
  
  RE: Complaint ID ********
  
  Dear Ms. ******************* letter is in response to complaint ID ******** filed on 11/16/24 by ****** ******** and the additional concerns reported on 12/6/24 and 12/26/24. 
  
  First and foremost, we are happy to hear that Ms. ******** has received a new *** machine and that all is working well. The ultimate goal is for patients to receive the therapy prescribed and that seems to have been achieved with her new DME company. We apologize that the communication challenges between MedCare and Ms. ******** inhibited service,but again, she is receiving therapy and that is what matters most.
  
  We have attempted to address each of the points in Ms. ********* 12/26/24 letter below.
  
  Below please find a list of the communication and services documented within Ms. ********* file between initial C*** setup and 8/14/24:
  
  11/15/23 Initial setup of C*** machine.
  11/28/23 Ms. ******** reported water chamber is emptying quickly.
  12/4/23 **************************** Associate called Ms. ******** to discuss humidification. Left voicemail requesting a return call.
  12/13/23 Ms. ******** requested to discuss machine issues with a Respiratory Therapist. An appointment was scheduled for 12/21/23.
  12/21/23 Respiratory Therapist changed humidity settings on C*** machine to address water chamber issues.
  1/3/24 ***** *****, **** reported machine is losing water quickly. Repair Associate called Ms. ******** to troubleshoot. Settings were adjusted.
  2/22/24 ***** *****, CRNP sent order to change pressure settings.
  2/23/24 Pressure settings were changed by a Respiratory Therapist per order.
  4/5/24 Supplies were shipped to Ms. ******** per her request.
  8/14/24 Ms. ******** questioned **** received as a result of deductible with new insurance plan.
  8/14/24 ***** *****, CRNP sent notes from Ms. ********* 5/21/24 appointment. Notes state that patient (Ms. ********* is using the *** device sporadically due to challenges optimizing comfort. Notes also state that *** therapy is helpful when patient stays at significant others cabin but otherwise usage seems to worsen patients pain level. No orders to MedCare derived from this visit and there is no mention of machine malfunction.
  As shown above, MedCare was working with Ms. ******** and her physicians office to troubleshoot the issues reported. Gaps in communication following setting changes and orders for new supplies indicated that issues had been resolved and the machine was being used; therefore, billing to the insurance company continued.
  
  The physicians name on the Against Medical Advice form is that of a physician within ******************************* the practice prescribing therapy for Ms. ********* I do apologize that this was not the exact practitioner within that practice who treated Ms. ********* Please note that this form is no longer necessary.
  
  Once it was determined that an equipment exchange was necessary, the following attempts were made to complete an exchange:
  
  USPS Tracking Number 420152119435811206239194925588
  10/4/24 No access to delivery location
  10/7/24 Notice left (No authorized recipient available)
  10/9/24 Redelivery scheduled
  10/17/24 Notice left (No authorized recipient available)
  11/1/24 Unclaimed/Being returned to sender
  10/24/24 Email from MedCare Manager to ************** We can have a respiratory therapist personally deliver a replacement machine to your home and retrieve the original device so that we can resolve this portion of your dispute, and you can continue service with your new provider. If you still want the device from **********************, please advise what day and time you will be home to meet with the ** to complete the exchange. We will do our best to accommodate your schedule. (This offer was not addressed in the response email from Ms. ******** dated 10/28/24.)
  10/28/24 Email from MedCare Manager Please let me know when we can deliver a replacement device to you and you can return the old equipment at the same time. (This offer again was not addressed in the response email from Ms. ******** dated 10/29/24.)
  MedCares process regarding *** resupply in no way forces or persuades the patient to order supplies unless they wish to do so and confirmation of that is documented. The threat to Ms. ******** of being cut as a customer for not purchasing ********************** cannot be located on our end. The date and method of communication during which this occurred would be helpful so that we may review and address this with the appropriate staff if necessary.
  
  Again, state police were consulted following the mention of death threats in the chat to ensure the safety of MedCare staff. Neither a formal report nor charges were filed against Ms. ********* The statements made by Ms. ******** in the chat do not make it clear who is making the death threats or who is behind them being made, hence the consultation with state police.
  
  We do sincerely apologize if it was insinuated to UPMC Health Plan or ****************************** that death threats were made toward MedCare by *********** directly. The verbiage used by Ms. ******** regarding death threats was both unclear and highly alarming as is the following statement made by *********** in the response dated 12/26/24, I am sad to say that at least 2 people have been physically harmed to the extent that they needed to seek medical attention, and there may be others that I do not know about.Occurrences of physical harm are unknown to us, and it is again unclear what is being referenced or implied here.
  
  I hope this information has helped to further clarify any outstanding questions or concerns. Should additional communication be deemed necessary, we ask that a clear expectation of the outcome is provided so that we may work more efficiently to resolve any remaining matters at hand.
  
  As stated at the beginning of this letter, the ultimate goal is for Ms. ******** to receive the therapy prescribed to her with a machine that is working well and that has been achieved. We apologize that MedCare was not a good fit for Ms. ******** and we wish her all the best.
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company

  Customer Answer

  Date: 01/13/2025

  I reject MedCare's response.
  
  Medcare did not "insinuate" that I made the threats, you stated outright that I made the threats. Here is what you stated:  "An online Chat conversation was initiated by Ms. ******** on 10/4/24 regarding her billing concerns and to report that her replacement machine had not been delivered. The conversation was ended by the MedCare representative as Ms. ******** began making death threats to both MedCare and UPMC."
  
  MedCare will consult with the police to see if you should keep me as a customer, but you won't contact them with the information to properly report the death threats? You say that my statement is unclear, I don't believe it is; threats were made, some of the people who made those threats partially or wholly followed through on those threats. If it was unclear, why not ask clarifying questions? Instead, you lie to the police, you lie to ****, and you lie to **** Health Plan. Credible threats continue to be made. I continue to be asked for the list of names of people that I talked to at MedCare/****. Why not tell the truth to the police/**** so that potential harm can be mitigated and those who acted on their threats can be held accountable? If there was any truth to your claim that you wanted to keep employees safe, you would have taken action to properly report the threats. To be clear, additional threats have been made. I have tried to report the additional threats as recently as last week but have been met with the same push back and refusal to take the information. I offered you the details of the threats to protect your employees, and you declined that information, I respect your decision. My next fight is to try and identify the victims, and let them know how you lied and prevented the proper investigation of the threats prior to them being harmed. If the threats would have been properly investigated, there would have been at least a chance that the attack may not have taken place.
  
  MedCare continues to cherry pick information and to rewrite history. MedCare ignored my phone calls and chats for about a month and when they responded, the only option they gave me was to return the machine against medical advice. Then MedCare leaned into the lie that I requested to return the machine against medical advice for several more months, all the while charging me for the machine. Every contact that I made with MedCare, I requested troubleshooting, the machine be repaired/replaced, and/or stated the machine continued not to work properly. 
  
  Neither myself nor insurance should be paying for a broken machine. Period.  
  
  -******
  

  
  

• Initial Complaint

  Date:06/27/2024

  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.

  In the year or so that I have dealt with them, MedCare has had multiple and ongoing issues: I have been unable to reach someone to place a resupply order for my CPAP machine; when you can reach someone, their computer system is down, so they could not take an order; and if they do manage to take an order, the shipment is delayed, or is not correct. In addition, they have just delayed, for about four months, the issuance of a bill for the monthly payment due for the CPAP machine. When I asked why they delayed issuing the bill [a common thread in other BBB complaints] which very much arrived as a surprise, they claimed it was a mistake on the part of their third party vendor, and they fired the vendor, but that there was nothing else they could do about that, and further, that many other customers of their company have had the same issues. When I asked if they could provide a credit, or something similar, to make up for their lousy customer service and billing practices, they refused. The last person I spoke with [Olga?] actually claimed that the delay in billing was not a mistake [how is that possible?], contrary to the other people at the company that I managed to speak with. They don't seem to realize that no one is obligated to order from them, and that insurers and their insured have multiple options for DME [durable medical equipment].

  Business Response

  Date: 07/11/2024

  Dear *** ********,
  At Medcare, we are committed to providing our customers with the highest quality of care and service. We do  understand you have options and appreciate that you've chosen us for your DME needs.
  
  Thank you for bringing your concerns to our attention.  We understand your frustration regarding the timing of the invoice for your February date of service (2/15/2024), which you received in June (6/4/2024). Under normal circumstances the claim processing takes 6 to 8 weeks.
  
  The current delay occurred due to nationwide technical issues with electronic claim submissions, which were beyond Medcare’s control.  We are not allowed to invoice patients till we receive the claim adjudication information from insurance carriers.  This data was received by us at the end of May 2024.
  
  
  Unfortunately, we are unable to issue a credit or a refund for the specified amount as it was applied to your annual deductible. This obligation is a contractual agreement between Medcare Equipment, yourself and your insurance carrier.  By law we must collect this amount.
  
  
  Additionally, per insurance guidelines, we have up to 12 months to file a claim and receive reimbursement. We apologize for any inconvenience this delay may have caused and appreciate your understanding.
  
  
  Regards,
  The Medcare Equipment Company Team

  Customer Answer

  Date: 07/11/2024

  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.
  
  First, I would note that Medcare only responds to one of multiple service issues raised in my complaint, and their widespread service issues appear to be well known.  They currently have a 1.19/5 star rating on BBB, and 1.5/5 star rating on Yelp.  Further, even with the one issue to which the company does respond, Medcare now provides a brand new excuse for their service failures, which is inconsistent with the information previously provided by their own agents; specifically, I was previously told that Medcare had the information necessary to promptly issue a bill in February, and not May, as they now claim.  In any event, the current company response is in line with their business conduct generally: no matter what issue Medcare has created, its never their fault, and while they are really sorry, there is nothing they can do about it.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:05/30/2024

  Type:Product 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.

  In April i was sent incorrect CPap Mask May - Contacted business via Chat, Email, In Person, and Phone. I have completed each task I was asked to do and still no resolution. Received VM from “Carrie” on 5/14 while at work. I have returned call x3 and left message each time. She has yet to return my call. This isn’t difficult - just provide me with the correct item.

  Business Response

  Date: 06/21/2024

  ***** ****** ****** ******** ****** ** ******* ** *** * **** *** ***** *** ********* ** *****
  
  RE: Complaint ID ********
  
  Dear *** ******,
  
  This letter is in response to complaint ID 21782425 filed on 5/30/24 by **** ********.  Mr. ******** is upset that he received the incorrect mask on 4/20/24 and had difficulty returning it for the correct item.
  
  Mr. ******** was to receive an Airfit F30 mask and was incorrectly shipped an Airfit F30i. The mistake was determined via chat, in-person, and email communication with a MedCare representative on 5/10/24. We have record of Mr. ******** calling in to follow up on 5/16/24 and 5/22/24. He left messages on both occasions. Both calls were returned resulting in voicemails left for Mr. ******** as well. Another attempt was made to reach Mr. ******** on 5/23/24 but unfortunately, we were unable to connect.
  
  Mr. ******** came into our Bushy Run facility on 6/18/24 and returned the incorrect mask.  The correct mask was shipped that same day and is due to be delivered on 6/24/24.  The USPS tracking number for this shipment is **********************.
  
  Again, we sincerely apologize for any inconvenience this has caused Mr. ********. If he has any further questions, MedCare’s Resupply Department may be reached at 1-800-503-5554, Option 1 and Option 1 again.
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company

  Customer Answer

  Date: 06/21/2024

  
  
  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 still dispute the fact that any return calls were made because i still have yet to receive a voicemail from them.  Marissa was excellent to work with on resolving this and should be acknowledged as such.  
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:02/14/2024

  Type:Billing 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.

  May 2023 I contacted my insurance (UPMC) about needing a new CPAP machine. They told I qualified for a new machine and told me to contact MedCare and gave me contact information. I called the number and the woman said that I was required to pay 415.00 and my deductible would be met and then UPMC would pay the difference. I had to give them a debit card, as they would not accept a credit card. I received the machine and thought that was it. January 2024, I had a charge of 56.88 and 38.11 from my account. I called them and had to leave a voicemail. Several days later I received a call back and she informed me that I was renting the machine for 13 months. I explained that I had insurance and already paid $415.00 and that my insurance was to pay the rest because my deductible was met. She said they paid the rent up to December, but now its a new year and I have a new deductible. Today they hit my bank account with another unauthorized auto debit. I called UPMC to file a complaint to find out they are part owner of this company. So I guess this is the way they get out of paying for these machines. They will pay the rent amount until the year is over, so you have to pay the rest the next year when your new deductible starts. I know the calls are recorded and I would like a copy of the original call. These people are thieves and this is why there are so many complaints. You have a deductible for a reason and when that's paid they should pay your medical expenses. This is not a hospital bed! This is something that keeps me alive at night! This is not right! I am supposed to have a knee replacement in April and I wonder what other things will be hidden. I wonder if I will be renting my knee also.... Disgraceful.

  Business Response

  Date: 02/22/2024

  Dear Ms. ******,
  
  This letter is in response to complaint ID ******** filed on 2/14/2024 by ******* **********.  Mr. ********** is upset that he was billed a total of $94.99 in January 2024 after being told in April 2023 that once his deductible was met, UPMC would pay the remaining balance for his new CPAP machine.
  
  Mr. ********** received a new CPAP machine on 5/4/2023 and paid $415.51 toward his $500 deductible which had not yet been met for calendar year 2023. In reviewing the initial call from MedCare to Mr. ********** on 4/24/2023, it was stated that the CPAP machine rents for 13 months and that he is covered 100% through his insurance after his $500 deductible is met. A card was placed on file for AutoPay and Mr. ********** was informed that he will receive a notice 10-14 days prior to any charges being made.
  
  Per Mr. **********’s request, a copy of the recorded phone call can be provided to him.  If he would like to proceed with obtaining a copy, MedCare will email him a Medical Records Release Form to sign, and the call will then be sent to him via secure email. The email address we have on file for Mr. ********** is jeff.**********@yahoo.com.
  
  The charges of $94.99 in January 2024 resulted from the renewal of his insurance coverage at the beginning of the calendar year. Attached please find the EOBs from UPMC Health Plan showing their payments and the determination of patient financial responsibility from 5/4/2023 to present. MedCare bills the insurance for services first and, if necessary, the patient second based on the information provided on the EOB.
  
  Again, we sincerely apologize for any inconvenience this has caused Mr. **********. If he has any further questions, MedCare’s Billing Department may be reached at 1-800-503-5554, Option 5.
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company

• Initial Complaint

  Date:12/12/2023

  Type:Billing 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 received a CPAP from them. They were fully aware that I lived in Ohio and they were in PA. They charged my credit card for a total of 300.00. Due to the fact that I live in Ohio they were not allowed to service me. They did anyways and continued to charge my credit card. I returned the machine to them almost 2 weeks ago and still have not received any credit from them. I want all money returned to my credit card totally 300.00 and any other fees that need to be returned. This was not my fault. THEY are the ones guilty of taking my money fraudently when they knew I lived in a different state. I am very disappointed in this company and feel they stole from me. I just want my money back, ALL my money back.

  Business Response

  Date: 12/18/2023

  December 13, 2023
  
  
  ***** ******
  Better Business Bureau of Western PA
  520 E Main St, Suite 100
  Carnegie, PA 15106
  
  RE: Complaint ID ********
  
  Dear Ms. ******,
  
  This letter is in response to complaint ID  20995856 filed on 12/12/2023 by ***** *********.  Mr. ********* is upset that he was taken in as a CPAP patient when his insurance was not applicable to an out-of-state provider, and as a result, was billed more for the equipment than he was quoted.
  
  In reviewing Mr. *********’s account, there was a mistake made on our part.  We sincerely apologize that this has happened.  Details have been forwarded to the involved departments to be used for educational purposes to prevent this from happening again in the future.
  
  To date, Mr. ********* paid $300 upfront for the machine and supplies. A call tag was emailed to Mr. ********* on December 4, 2023 and tracking shows that the CPAP machine was delivered to our Bushy Run warehouse on December 8.  Due to a backlog of incoming equipment, the return was delayed, but it has been expedited and is now marked as confirmed.  Our billing department has been informed and a full refund in the amount of $300 will be refunded to Mr. *********.
  
  Again, we sincerely apologize for any inconvenience this has caused Mr. *********. If he has any further questions, MedCare’s Billing Department may be reached at *************** ****** *.
  

• Initial Complaint

  Date:11/22/2023

  Type:Product 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.

  I had ordered a C-pap from another company, and Medcare called and offered the same machine for $258. I cancelled the machine from the other company, and I ordered it from Medcare. The C-pap didn't work correctly from the start. I kept trying it and it would spit water droplets up my nose. This is not conducive to sleeping. They called and asked why I wasn't using it, and I told them. I them tried it with no water, but over 7 to 10 days, it dried out my nasal canal. They called again and I told them I just wanted to return it, I am buying one from the other company. They said they would send me a pick up slip, and I should mail it back. Medcare called again trying to find out why I wasn't using the machine- I told them the same thing. They said they would send a pick up slip. Other times I called- 6/19/23- time 1453 talked for 4 min and 5 seconds. 6/21/23- 0804 talked 8 min 24 seconds 6/23/23- 1058 8/1/23- 1345 9/15/23- 1541 9/26/23- 1049 The person that helped the most was Aaron, who told me I was quoted $258. The call came from ************. I am still trying to return it, and I don't think I should pay for something that doesn't work. I talked with the company I bought my first one from, and the second to replace Medcare's equipment, and they told me that Medcare's C-Pap wasn't programmed to the Doctor's orders from my sleep study. Maybe that is why it didn't work for me.

  Business Response

  Date: 11/29/2023

  Dear *** ******,
  
  This letter is in response to complaint ID 20906767 filed on 11/22/2023 by ******* *******.  Mr. ******* is upset that he was quoted $258.00 for a replacement CPAP machine and supplies and later received an invoice for $814.58.
  
  In reviewing Mr. *******’s account, the initial sales order stated there was no deductible, when in fact Mr. *******’s insurance had a deductible of $1,750, resulting in the $814.58 invoice he received. We sincerely apologize for the misquote and with the return of the CPAP machine to MedCare, this invoice may be disregarded.
  
  Mr. ******* paid $203.66 upfront for the machine and supplies. A call tag and box have been shipped to Mr. ******* today, 11/29/2023, for the return of the CPAP machine to MedCare. Upon receipt of the machine, a refund will be processed to Mr. ******* in the amount of $135.13. This credit is for the machine charges that were paid upfront; the remaining $68.53 for the supplies cannot be refunded as supplies cannot be returned once used.
  
  Again, we sincerely apologize for any inconvenience this has caused Mr. *******. If he has any further questions, MedCare’s Billing Department may be reached at *************** ****** *.

  Customer Answer

  Date: 11/30/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  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. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/19/2023

  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.

  The worst customer service ever. Cannot be reached. Tina called at @ 8:13 am and left a voicemail to call back to schedule delivery of my cpap machine. I called the number she left ************ I was placed on hold, after 10 minutes I disconnected the line and called the number Tina called from ************ after following several prompts I was placed on hold again for 7 minutes then a recording came on to leave a message and someone would callback. Left the message. Went on line to the chat to attempt to schedule the appointment and the chat said they could not help I needed to call customer service at the same # Tina had left. If you miss their call don’t have plans to contact them, the customer service is the worst I have ever dealt with.

  Business Response

  Date: 05/24/2023

  *** *** **** ***** ****** ****** ******** ****** ** ******* ** *** * **** *** ***** *** ********* ** *****
  RE: Complaint ID ********
  
  Dear *** ******,
  
                  This letter is in response to complaint ID ******** filed on 05/19/2023 by ******* ********.  Ms. ******** is upset because she received a phone call and a voicemail on 5/19/2023 at 8:13am regarding scheduling her CPAP setup and was unable to get ahold of anyone upon returning the call.  She states she called the number that was left, and after 10 minutes on hold she hung up and called our general customer service number.  She states was on hold for 7 minutes and was greeted with a message requesting she leave a message.

  Ms. ******** likely selected the callback option which we have in place to provide convenience to the customer during times of high call volume. This option holds the customer’s place in queue and returns their call when a representative is available.

  Looking into the order, it is noted that someone did get in contact with Ms. ******** at 11:53am on 5/19/2023 and her CPAP setup was scheduled for 5/24/2023.
  

  We apologize for any inconvenience Ms. ******** experienced.  Should she have any further questions, she can contact us at ************.
  
  Regards,
  Quality Department
  MedCare Equipment Company