Complaints

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:08/21/2023

  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.

  I was prescribed a CPAP machine by my physician. The provider of the machine is Dynamic Healthcare and a representative dropped off the machine at my home on July 5th of this year. I began using it over the next several weeks but for various reasons, the machine did not meet my needs. I advised my physicians office that I was not happy with the machine but a follow up appointment was not scheduled until August 16th. Meanwhile, I received a bill from my health insurance company, ****************** **** ******/*********** for $545.74 with a payment due date of August 24th. Dynamic Healthcare billed my insurance and the $545.74 amount is because of not meeting my deductible. It was my understanding with my physician that I would have a trial period to use the CPAP machine to decide if it would be good for me. My first issue is that Dynamic Healthcare billed my insurance prematurely. My second issue is that I have been trying to resolve the situation by attempting to return the CPAP machine to Dynamic Healthcare. I first called them on August 2nd and advised that I wished to return the machine. I requested that a representative pick up the machine and they refused my request. They advised that they would mail out a box with shipping label so that I could return the machine. As of today, August 21st, I have still not received the box or shipping label. I have called them several times since and have been told various excuses such as I will not receive the return shipping box for several weeks when it should only have taken a few days. My physicians office advised me that they had also reached out to Dynamic Healthcare to make a similar request. My insurance will recoup the amount billed only when the machine is returned to Dynamic Healthcare.

  Business Response

  Date: 08/24/2023

  In order to be able to provide information, I will need to have a HIPAA form signed.

  Customer Answer

  Date: 08/28/2023

  Please see attached HIPPA Form.  

  Business Response

  Date: 09/08/2023

  Thank you for uploading the signed HIPAA release. Unfortunately, this release is addressed to Horizon/ Carecentrix, not to Dynamic Healthcare Services (DHS). DHS has been working with ************** to resolve his concerns since receiving this notice, and will respond in writing directly to the customer so as not to violate any privacy laws.  Please let us know if we can be of further assistance.

  Customer Answer

  Date: 09/14/2023

  Please see attached HIPPA Form.

  Business Response

  Date: 09/15/2023

  Dear *************,

  We received your signed HIPAA release. Please see the attached investigation to your concerns.  We apologize if any of this information was unclear at setup or for any inconvenience this has caused you.  Please let us know if you would like to discuss the details of this further, we would be happy to review. 

  September 8, 2023 

  Dear *** *****,  
  Thank you for contacting Dynamic Healthcare Services (DHS) via the Better Business Bureau on 8/23/23.  We take every question, concern, and complaint seriously, and are committed to asking questions to determine where the error occurred so that we can continually improve.  
    
  We have investigated the issue that you have brought to our attention, and we have determined the following through the review of the customer’s account and attached complaint:  
  DHS did receive an order from your physician for the prescribed cpap device and you were instructed on the use of this device on 7/5/23. Many insurance companies cover (based on your
  benefits plan) the first 3 months of the rental cpap while you acclimate to the device before they decide to continue the authorization for coverage. This coverage is based on your benefits plan with your insurance. If you reach compliance, they will continue to rent or convert to purchase depending on their policy. If you are not able to acclimate to use or it does not resolve your sleep apnea, they will not continue to cover (based on your benefits) the device.
  DHS bills your insurance, and they outsource your coverage and coinsurance to a third-party provider (***********). DHS is not aware of and is not notified of what they in turn charge you for your benefits portion.  Please review any invoices or charges with Horizon and or their third party -***********.   
  The equipment is a monthly rental, you notified DHS on 8/2/23 that you wanted a box mailed to return the device, this was requested prior to the second month rental. Therefore, the second month did not bill your insurance.  
  DHS mailed a box to you on 8/7/23, but unfortunately there was a typo in the address and the box was returned to DHS on 8/22/23. DHS confirmed your address on 8/25/23 and a new box was mailed.  DHS received this device back on 9/6/23.   
  Thank you for giving us the opportunity to research this issue and for the opportunity to improve our service. We hope that we have resolved this situation to your satisfaction. Please, contact me at (**** *** **** should you have any additional questions or concerns.
  

  Sincerely.   
  ****** ******
  Branch Manager  

• Initial Complaint

  Date:05/10/2023

  Type:Order 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 was referred to this company by my family doctor to receive a CPAP device for my sleep apnea issues. They delivered a device to my home which broke. They sent another device which broke also. So a third device was delivered. The third device supposedly had a modem in it to send info directly to them for insurance compliance reasons. My insurance was paying 100 percent of the cost of the device and supplies. I received several phone calls, emails etc the I was not in compliance with the 70% compliance insurance required. I sent 3 SD cards from the first two machines that they never received. And now can only see 2 weeks of almost 5 weeks of using the machine with the modem which they provided which now I must return my machine because I am not compliant. The company is apparently a joke ripping off insurance companies and people while claiming to be in the best interest of their clients Ridiculous scam of a medical supply company

  Business Response

  Date: 05/18/2023

  We acknowledge this complaint id ********.  DHS is requesting the signed HIPAA release, so that the prepared response can be uploaded. 

  Thank you.

• Initial Complaint

  Date:03/24/2023

  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.

  My doctor ordered a CPAP machine for me and it took several months to get this machine from DHS, finally the machine came in January and it did not work, I called the company several times to return this machine and every time I called and was transferred no one answered the phone, they never returned my calls, finally I got someone and I explained to the lady that the machine does not work for me and I want to return it, It took a while to receive the return box but I finally return the machine, only to get bill for $357.33 for something I did not keep and tried to return and they would not answer their phone, I don't see why they are charging me for something I tried to return ASAP, please help me to get this charge dismiss, as you can see on the bill, January pickup and billing me in March, I call these people several times and they don't answer their phone, very poor customer service.

  Business Response

  Date: 03/30/2023

  Thank you for allowing us to research the following comments below related to Review ID: ******
  After researching the customers profile, and phone records,it appears that when the customer chose a prompt option, DHS answered all calls offered dated 1/6/23 (2), 1/20, 1/27, and 3/23/23.  DHS is a rental company and unfortunately bound by contracts and policies, which do not always allow for flexibilities.  Due to the nature of our business with the Customer,we have reached out to him writing to address any additional concerns privately and directly that he may have. We hope this resolves this matter, and please let us know if you have additional questions.