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ComplaintsforHealthline
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On December 15, I paid picked up a CPAP and supplies from Healthline. I paid $261.46. I returned the device and all supplies on December 16. They promised a full return within 7 days. On Dec. 17 I received a bill for $81.48, and Dec. 28, a bill for $5.74. On Jan. 4, I called about my refund which I still have not received. I spent an hour on hold. Healthline is refusing to process my refund because they cannot verify that I returned the supplies. They verified I returned the CPAP. I returned everything on the same day. I cannot reach the Richardson location by phone and instead have only spoken to a general support person. The general support line cannot reach the Richardson office either. Richardson's voicemail box is full. I cannot leave a message. Healthline refuses to process any of my refund because they wrongly claim that I have not returned all supplies. They are holding all of my money, even though I have returned everything. The general support person called me back late this afternoon and left a message that they cannot reach Richardson's office at all.Business response
03/28/2022
Business Response /* (1000, 7, 2022/01/24) */ The Corporate Compliance Department has contacted the patient and getting the billing issue resolved. Consumer Response /* (3000, 15, 2022/02/07) */ Since I cannot reopen a case I'm making a new one for case ******** This case is far from resolved. They closed my BBB complaint because they sent me a resolution letter. They had to, due to compliance issues. They DID NOT ISSUE THE REFUND, BUT TOLD ME IT IS "ON THE WAY". Literally, "the check is in the mail". They still have my money and all of their product. It is 2022, they took my money in a matter of seconds, but are telling me it will take A MONTH to get it back. This is laughable. All the while trying to tell me that this is "resolved" while they STILL HOLD MY MONEY. Getting a 'oh I'm sorry' letter does not fix the issue. Getting my money back does. They have time to draft a useless letter but no time to actually give me what I am owed. On December 15, I paid picked up a CPAP and supplies from Healthline. I paid $261.46. I returned the device and all supplies on December 16. They promised a full return within 7 days. On Dec. 17 I received a bill for $81.48, and Dec. 28, a bill for $5.74. On Jan. 4, I called about my refund which I still have not received. I spent an hour on hold. Healthline is refusing to process my refund because they cannot verify that I returned the supplies. They verified I returned the CPAP. I returned everything on the same day. I cannot reach the Richardson location by phone and instead have only spoken to a general support person. The general support line cannot reach the Richardson office either. Richardson's voicemail box is full. I cannot leave a message. Healthline refuses to process any of my refund because they wrongly claim that I have not returned all supplies. They are holding all of my money, even though I have returned everything. The general support person called me back late this afternoon and left a message that they cannot reach Richardson's office at all. Business Response /* (4000, 19, 2022/03/03) */ I have confirmed with our refunds manager that your refund check in the amount of $261.46 was mailed out on February 25, 2022. You should be receiving this refund check any day now.Initial Complaint
12/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been sent 2 invoices and I have not received anything or even placed an order. I have called them and no help at all. This is a fraudulent company. They say I placed orders but never received tracking or an order number. I have never talked to this company before.Business response
02/16/2022
Business Response /* (1000, 5, 2022/01/10) */ Good afternoon we apologize for the inconvenience you have encountered. I am not able to locate this patient, I have called and left a message with the telephone number provided. If you have an account number for this patient or date of birth that could also be helpful.Initial Complaint
11/04/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was informed by Healthline back in July, 2021, that they had overcharged me for cpap equipment (amount $165). They told me I would be receiving a refund check in the mail after my case had been processed. I never received my refund check and called Healthline on multiple occasions from July to November asking about the status of my refund. In the meantime, I was being charged every month for the rent-to-own cpap machine. The representatives I spoke to continued to tell me that the refund was about to be processed and that I would receive my check "within a couple of weeks," a repeated claim. I never did receive a check, so I asked the last representative I spoke to in October if Healthline could just apply the amount of the refund as a credit on my account, which I was informed they could/would do. In November, I received my normal bill for equipment with no allocation of the credit I was promised. I called Healthline and was once again placed on hold for an inordinate amount of time before speaking to a representative, who placed me on hold again to "check my information." The rep then hung up on me and didn't call back. I haven't been able to reach anyone since and have been stuck in the automated waiting room for the last couple days I've called. Healthline is holding the funds that are rightfully mine and continuing to charge me in the meantime bill after bill. This is what I would like to report. I want the issue resolved by Healthline paying my monthly statements until the credit is used up.Business response
01/14/2022
Business Response /* (1000, 5, 2021/11/18) */ The Corporate Compliance Department will contact the patient and get the issue resolved.Initial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 26, 2021, my husband wrote a check to Healthline DME for payment at time of service for a new CPAP machine because his original machine was stolen. Healthline drafted the check payment electronically that day and payment cleared our bank on 7/27/21. Then, on September 17, 2021, the actual check posted to our account as a check payment. Same payment collected twice by Healthline. They committed fraud in drafting payment twice off of the same check. Because they stole our money from us, they caused us to miss making a payment to another company. All of our efforts to get the issue resolved immediately have been ignored. They tell us we should get our refund in 8-10 weeks. This is not money that was due them. They stole it fraudulently from us. We need it back now, not 3 months from now. They were paid and received their money immediately when services were rendered. Why, when they are in the wrong, do they get 3 months to return the funds they stole?Business response
12/17/2021
Business Response /* (1000, 5, 2021/10/28) */ We apologize for any inconvenience to this patient and will be looking into this situation immediately.
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Customer Complaints Summary
15 total complaints in the last 3 years.
2 complaints closed in the last 12 months.