Business Profile

Durable Medical Equipment

Alpine Home Medical

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Complaints

This profile includes complaints for Alpine Home Medical's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

23 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:04/21/2025
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 have called them three times now trying to get them to pick up their equipment because I am moving They told me they would call me back and then today they told me that they do not do same-day pick up. Thats understandable. I told them that I would be moving on the 25th. They need to pick up their equipment by the 24th. She informed me they will not pick up their equipment before May 22 That they cannot Come and pick up the equipment if they are not in the area and that May ************************************* this area. I asked her what she wanted me to do with the equipment. She told me to find someone to move it for me. I am not taking the equipment with me if they do not pick up the equipment the equipment will go with the ** back to the owner. I do not want to be responsible for this equipment. I have put it in writing to them that I want the equipment picked up and me waiting for a month to have equipment picked up is a ridiculous amount of time to ask me to wait they dont do same-day up. If they dont pick up until a month later I would have to pay another month for the equipment that I dont want. very rude customer service. I want the ******************** picked up by the 24th when I move the 25th I will not move the equipment with me. I will no longer be responsible for the equipment and I will notify my insurance company that I no longer have their equipment. It is not my problem beyond April 24.
Business Response
Date: 04/23/2025
All o2 was picked up on 4/22/2025- Communication was also provided to patient. Issue has been resolved.
Initial Complaint
Date:03/11/2025
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 overcharged me for **** supplies. *** ***** at the ***** store told me my copay was $108.00 after they billed the insurance. This was a lie. I had hit my out of pocket already and had a $0.00 copay. Fast forward 6 months and I need supplies. They do not tell me I have a credit on my account and collect another $75.00 which is about $20.00 more than they were entilted to with my insurance rates. I have requested a refund of the roughly $130.00 multiple times. They are in no hurry to make it happen. They have told me conflicting information about when a check was mailed. In fact they flat out lied to me and said a check was sent on 2/4/25. A week later when it hadn't showed up I called and they said it wasn't their fault the mail was slow. But here's the kicker that check finally did show up and it wasnt issued until 2/10/25 and wasn't postmarked until 2/14/25 and by that time I had requested that check be voided and a new one issued because they said it was lost in the mail. It has been over 6 weeks and I still have not gotten my refund. They are dishonest as the day is long and I just want my money back. I will never do business with them again.
Business Response
Date: 03/13/2025
Thank you for giving us the opportunity to address this issue. We welcome any chance we are given to improve our processes and train our employees to better serve and educate our customers.
I can see from the extensive notes on the account that the refund experience you have had has been frustrating, rightfully so. There have been extenuating circumstances that arose during this time, but this does not excuse the service you received. I have reached out to our accounting department and verified that the check you received, check# ***** in the amount of $108.38,has not in fact been voided and that you are free to cash it. I do see that there is another credit on your account in the amount of $23.81 and I am not fully sure why this was not included in the original refund, but I will be putting in a request to have this returned to you ASAP.

I do apologize for the level of service you have received and will work with those that were involved to make sure that future customers experience,and our communication is better.
Customer Answer
Date: 03/13/2025

Complaint: 23051901

I am rejecting this response because: I have been told on multiple occasions that I would've had the full refund amount by now. I will accept your response to this complaint when I have all my money refunded and not before. You have had 6 weeks to rectify this matter. I do not care what extenuating circumstances you encountered in this process. It should not take 6 weeks to issue a check. Honestly someone needs to be diciplined, perhaps terminated for allowing this to take so long. Honestly you should have to pay me interest on that money but I'm not asking for that. As stated I will not consider this matter closed until I have the full refund amount in my hands. I recommend you make this right as soon as possible and not delay any longer. Go cut a check and mail it.

Sincerely,

****** ****
Business Response
Date: 04/10/2025
I have verified with accounting that check number ***** in the amount of $23.81 was cut and sent in the mail the week of March 17th. I do see that the patient was contacted by our department on 04/04/2025 and again on 04/08/2025 after it was verified that he was ok to deposit his check after an error with the bank was corrected.
Initial Complaint
Date:09/10/2024
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.
These people are trying to charge me and submit a forged document to a collection agency saying that I owe this bill for something I didn't receive. I never signed anything. And I wasn't even at the location, billing dress. I'm homeless.
Business Response
Date: 09/13/2024
Unfortunately, I cannot speak to the accusation that the signature we have on file for the receipt of our equipment has been forged. We did reach out to the patient on 04/29/2024 at approx. 9:28 am to verify delivery address, which was verified twice. We also verified date of birth and best phone number to contact customer. Per our signed records, Gary Vogt, located at *** * ********** **** **** **** ***** ** *****. Signed for the receipt of our equipment on 05/03/2024 at 10:29:09 AM, this delivery receipt was also witnessed by our driver at the time of signature. It is unfortunate that the homeowner of the location where the equipment was delivered is requesting a fee, but that is between the customer and the homeowner and is not the responsibility of Alpine Home Medical. The contract in question is between Gary Vogt and Alpine Home Medical only.
Initial Complaint
Date:07/06/2024
Type:Billing 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 have been noticing this company bills me for what they believe is the patient responsibility for claims before my insurance company actually processes the claim. I usually can live with that, but when I meet my out of pocket maximum, they continue to bill me as if I owe something. This year, I called them when I received an invoice (and I receive not just one invoice from them, but an email, a text AND a paper statement) for date of service 5/8/24 and told them I'd met my OOP, and they said OK, ignore that bill and we'll make a note. The next month my insurance still hadn't processed the bill, but they again sent an email, a text and a paper statement indicating it was due within 10 days. I again called them and told them I had met my OOP, I would owe nothing, and they needed to wait until my insurance processes the claim. They indicated they would make a note. My insurance processed the claim on 6/17/24 indicating I owed nothing to Alpine. On 6/25/24, I received yet another statement, again both email and paper, this time indicating a late fee would be added to my account if not received within 15 days. I feel harassed by this incessant billing when I don't owe them anything. I feel they should at least have a billing system that can control their wording on the statements if not hold their statements when the patient has been diligent in contacting them and keeping them apprised.
Business Response
Date: 07/12/2024
After reviewing the account for this patient, I can see that there have been many times that they have called in to resolve billing issues and can confirm that they have since been taken care of as of 07/08/2024 and as of today the patient has no current balance.
Here at Alpine Home Medical, we do everything we can to make the billing process as easy and as understandable as possible. However, we are human, and mistakes happen from time to time, we just try our best to learn from our mistakes and do better in the future. I cannot speak to why this wasn't taken care of at the time of the initial phone call and can completely understand the patient's frustration with receiving many forms of communication on the same issue that should have been resolved after the first conversation, but I can assure that we will continue training our representatives and work towards resolving things as quickly and as efficiently as possible.
Thank you for this opportunity to address this concern and for bringing this to our attention. We greatly appreciate any chance we have to improve our patient's experience.
Customer Answer
Date: 07/14/2024

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.

Sincerely,

******* ******
Initial Complaint
Date:06/14/2024
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.
I have them my power wheels in May 2023. I kept calling asking about them they had one reason after another why they were not getting fixed. Now they want to fix them. Last year when I gave them my wheels to fix I had met my Max out of pocket. Now this year I have not yet and they want me to pay to have them fixed. Im telling them Im working with my insurance to get this corrected and they are telling me I am to pay now working a week or come get my wheels. They should not be charging me as they have had my wheels over a year now. I want them fixed at no charge to me. ASAP.
Business Response
Date: 06/25/2024
After reviewing this complaint and doing research this patient has had several conversations with the president at Alpine Home Medical to resolve this issue. Patient was given a loaner chair at no cost when his wheels were taken in for repair. The person he was originally working with is no longer working at Alpine. The president is currently working on a resolution.
Initial Complaint
Date:01/05/2024
Type:Billing 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 August 2023, I gave birth to a baby who ended up in the **** and was discharged on oxygen. ON 9/6/23, Alpine Home Medical charged my daughter for a tabletop oximeter, stationary compressed o2, and portable 02 tanks. Since I'd just given birth and my child was in the ****, I didn't get a chance to add her to insurance right away. So Alpine Home Medicap charged me $550 as if I didn't have insurance. They told me once I added her to my insurance, the price would lower. I called them to update my insurance info once I had her added to the plan and also updated this info myself in their customer portal. I waited to see the bill change, but it didn't. In fact, I started getting bills with a late fee of $10 (making the current total$560). I called them in late September again to check that the insurance info was updated in their system. They told me it was. On November 21, 2023, my husband called them to check on the status. They told him: They haven't sent the claim off to insurance yet. We can either wait and keep receiving a bill until a claim is sent and an explanation of benefits is sent back and a new bill is created. Or we pay the $550 now and get a reimbursement check after the claim goes through. Typically if they're going to send a claim to insurance and they have all the info they don't send you to collections but we will keep getting a bill until that is done. Today, January 5, ****, they called me about my past due bill and threatened sending me to collections. I'd like this ******************* to change and for them to stop calling me as if I had not contacted them multiple times to get this issue resolved. If we pay the pre-insurance price, I don't know how long it will take them to reimburse us or if they even will. It doesn't take this long to send a claim to insurance. I know this because all the other hospital and medical bills I had from prenatal care and labor and delivery have already gone through insurance.
Business Response
Date: 01/08/2024

I'm sorry to hear about your billing problems! When you spoke with us in October we updated your account and created the claim but failed to select the claim to be sent to the insurance until December, when it was caught in an audit by their lead and fixed. As in all things there is a degree of human error I hope you can understand. I can see that we have been billing you for the self-pay pricing, I've adjusted that to match the allowable we have on file for your insurance. You may still have a responsibility for this date of service depending on how your insurance processes this but should be much less than self pay. I've suspended your invoices for 30 days while we await an explanation of benefits from your insurance. If you run into any further billing issues please contact our department at ************, I've notated the account of the adjustments made today. If you call in, my team will connect you with me.
Initial Complaint
Date:11/17/2023
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 electric wheelchair has been malfunctioning to the point where it’s dangerous. I have called multiple times for many months to try to get this issue resolved and they keep telling me they are too busy to help me. I just want my wheelchair fixed so I can be mobile again.
Business Response
Date: 11/28/2023
The technician called and left messages on more than one occasion, and even left his cell phone number for this customer to call back, with no response. He did stop and leave a door hanger at the address we have on file, which was changed, and we did not receive the updated address from the customer. The technician has been able to contact the customer and has an appointment to evaluate the chair for repairs.
Initial Complaint
Date:07/27/2023
Type:Service or Repair 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.
Arraigned a payment schedule for a past due bill for a CPAP Machine. I was not told there would be a monthly fee for the Machine I thought my insurance would be billed for the Machine and I would pay the deductible. I was told I had to Pay about $490.00 past due so I set up a Payment plan. When I tried to get some new supplies I was told there was an outstanding balance that had to be paid before they would send ***********. When I called on 07/26/2023 they asked me who had set up the plan I said I didn't know their name, then I was informed that I owed $490.00 and couldn't get supplies until it was paid and they wanted to set up another payment plan of $162.00 a month. I have paid them to date $652.07. I feel like first they lied about the facts and now they are double charging me. ***** from their office was to call me today 07/27/23 at 4pm I was told she was busy and was given a message to call me when she was able. I have been diagnosed with Leukemia and not being able to get new supplies for my CPAP causes serious health issues. I feel like Alpine doesn't care all they are concerned about is the money.
Business Response
Date: 08/04/2023
Thank you for allowing Alpine Home Medical (AHM) research this issue.
After a review of this account this is what I have discovered.
Patient did receive a new pap device in October 2021 that was to rent until purchase price had been met. But ********** Blue Shield policy termed 6.15.2022. And AHM continued to bill patient self-pay rate of $100 per month. The last correct date should have been on 2.22.2023 but our billing system did not convert it to sale. The balance of $500.00 is an error on our part and I have adjusted these charges off the account. And have cancelled the payment plan he put in place.
The title of complaint list "repair issues" but nothing about this account refers to any kind of repair of equipment. Please let me know what this is referring to.
At this point the account is clear and is clear to order re-supplies if he wishes to.
Again, our apologies of the error in not catching this error noted above.

Thank you
***** C

Customer Answer
Date: 08/07/2023

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.

Sincerely,

*********************************
Initial Complaint
Date:07/05/2023
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 paid for a 10 month rental for a CPAP, however I need up returning it after using it for around 5 months. I was owed a refund of $360 for which I had to call their billing department. At first, the employee I spoke to didn't even file the return, so I had to call a week later to get it actually filed. They told me it would take 2 weeks to process, however it has almost been a month now and I have not received the refund I am owed. I have called several times, just to not receive answers and be told I will get a call back, but never getting a call back. I need answers and I need my refund.
Business Response
Date: 07/05/2023
A refund was done to the credit card we had on file today for $360.26.. Alpine employee did a refund check request that does take 14 business days after all dates of service is processed by insurance. The delay was because of waiting for patients ********** pending claims of prior of the return on 5.10.2023.

Customer Answer
Date: 07/05/2023

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.

Sincerely,

*********************
Initial Complaint
Date:05/08/2023
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.
The lady on the phone continues to bill me for a portable concentrator that I have let them know I do not have and returned over a year ago. I have spoken with my insurance company and the claim is under review due to the insurance company finding they are billing incorrectly. She told me she would remove the charge multiple times but still keeps billing me for portable concentrators I do not have in my possession. This company is a fraud and is under investigation with my insurance company and my insurance company has even said they are only to bill me to own my concentrator which then follows up by saying it's being rented. I have tried making payments with them and set up payments and they keep threatening to send me to collections even though I am trying my best to work with them. This is unethical. I just made another oayment of $168 today but they keep billing me for something I do not have and returned!
Business Response
Date: 05/12/2023
I have reviewed this account. I have found that AHM has discovered that the e0431 Portable O2 system continued to bill after it was returned. We have created a credit on the account of $183.97 of patient's payments applied to this item in error. This credit can be used toward the E1390 Concentrator that is still renting.
Our AHM billing office is notifying BXBS and working on refunding any payments received for this item.
Thanks you

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Alpine Home Medical is NOT a BBB Accredited Business.