Complaints

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

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• 

  Kinex Medical Company, LLC

  1801 Airport Rd., Suite D Waukesha, WI 53188-2477

  
• 

  Kinex Medical Company, LLC

  5959 Shallowford Rd Ste 521 Chattanooga, TN 37421

• 

  Kinex Medical Company, LLC

  5959 Shallowford Rd Ste 521 Chattanooga, TN 37421

• 

  Kinex Medical Company, LLC

  5959 Shallowford Rd Ste 521 Chattanooga, TN 37421

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:03/02/2025

  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.

  I had their equipment for about 3 weeks. They charged me $250 before I got it. When I returned it they said that they billed my insurance but my insurance company has no record of it. Either they did not bill my insurance or they did it wrong. After a couple of emails they stopped communicating with me.

  

  Business Response

  Date: 03/07/2025

  Hello, 

  We apologize for any confusion or misunderstanding. We will bill your insurance once your order has been completed. This is currently pending submission with our Billing partner, sometimes this can be delayed, for order review or missing documents prior to submission.

  Once we have completed our review, we will submit this for payment to your insurance.

  If at that time you are due any return of funds it will be processed at that time. 

  Please do not hesitate to reach out should you have any additional questions. 

   

   

  Customer Answer

  Date: 03/07/2025

  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.
  
  [Please type your response here.]
  This is the same thing they keep telling me but they do not submit the claim.  It is now more than a month since the equipment was returned.

   Regards,
  
  *** Chambers  

  

  Business Response

  Date: 03/10/2025

  We work to ensure that we able to submit the most complete claim that we can to insurance, and we work within the timelines provided to us by the contract we have with that payer. This claim should be submitted within the next 30 days, then it can take ****** days to process with the payer. 

  Thank you again. 

   

  Customer Answer

  Date: 03/15/2025

  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 belo

  They do not do what they say
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:01/13/2025

  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.

  My Surgeon and Physical Therapist recommended a CPM machine to assist in knee surgery complications. The P.T. person arranged for delivery with Kinex on July 2, 2024. ****, the ***resentative delivered and stated it would be $150 and could be used as long as needed at no further charge. I later learned that the *** equipment was supposed to have a prior auth from Kinex and it was not done. When I called Kinex, I was told by a sarcastic gentleman that it was out-of-network and is not covered by my insurance anyway. He asks "Do you know what out of network means?" Yes, ofcourse I do. On 8/13, I called ***eatedly to ****** * to pick up this machine. **** would never return a call. For a week straight, I called, texted or emailed EVERY day for someone to come and get this heavy piece of equipment. Finally, after all that, I received a call stating someone will pick up on 8/22. I was also informed that "****" the original *** was no longer with the company. I gave a check of $150 to the pick up person on that day (which still has not been cashed). Now, I'm getiing notice from my insurance company of an amount owed and denied of $3,731.79!! I am outraged at this, let alone all the hassle I had to even get rid of the equipment from my house. I hope no one else has to go through all this. I have already paid the original amount and they don't even cash that check.

  

  Business Response

  Date: 03/05/2025

  Thank you for reaching out - I have taken the time to look over your account, and it looks like we have not currently collected any fund from you, or sent you a bill. What you are most likely looking at is an EOB from your insurance and is in fact not any balance due to Kinex Medical until you receive a text/statement from our Billing Company for you to pay us. 

  We understand that receiving the news that you may owe a significant balance can be a shock and we apologize for the inconvenience.

   

  Thank you 

  Angela 

   

  Customer Answer

  Date: 03/05/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***** **********

  Customer Answer

  Date: 03/05/2025

  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.
  
  [I want to see that nothing is owed. I also want to see that my $150 check is either cashed or returned.  
  
  Regards,
  
  ***** **********

  Customer Answer

  Date: 03/17/2025

  I have not received any response from Kinex Medical. They have, however, cashed my check of $150 now after 8 months. I will not be satisfied until I see a "0" balance. Otherwise, it may be time for an attorney to get involved. 

  

  Business Response

  Date: 03/17/2025

  Hello, 

  We apologize for the confusion and the miscommunication, as of 03.12.25 we have posted the check to your account, and I have attached the receipt. 

  Thank you

   

  Customer Answer

  Date: 03/18/2025

  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.
  
  [Yes, you have finally cashed my check. I need to see a "0" balance due - in writing. ]
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:12/26/2024

  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.

  On November 13th, I rented a cold machine for my hip ***lacement surgery, and when I returned from the hospital on the 17th, the machine did not function. The woman who demonstrated it to me before my surgery, wiggled the tubing, but she said it would come to temperature when it was on for awhile. On the 17th, my caregiver was not able to get the temperature to be "cold enough" and the compressor did not work. I called Kinex, and they sent the *** to pick up the equipment on November 18th (she offered to ***lace it, but I had already purchased another system) . She left several items behind - I said, "You forgot these." She said they were disposable. I waited a few weeks and did not receive a refund of my $150 rental, and having no equipment, asked for my refund. They said they were waiting for my insurance company to pay. I called my insurance company and they had no record of the prescription and wanted me to contact the physician for that information. That wasn't my problem - mine was that I paid for equipment that was defective and wanted a refund. Considering we work with hospitals and recommend others to contact you to purchase or rent equipment, it is important to know that Kinex stands behind their products and service. Thank you.Dr. ***** ********

  

  Business Response

  Date: 03/05/2025

  Hello, 

  It looks like this has since been resolved through our normal business channels, as the order was not billed on our end and a refund was issued on 01.03.25. 

  We always of course want our equipment to work well, and believe it is important to correct the situation was best we can, be that with a new machine or a refund if due. 

   

  Thank you again for your continued support and reaching out to us.

   

  Angela 

   

  Customer Answer

  Date: 03/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:12/16/2024

  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.

  This service was in 2022, I had a surgery on Feb 14, 2022 in which the above brought me a arm/shoulder equipment and my insurance said that it was unnecessary. The company about did not bill me until 2 years later and wrote off the other charges of up and beyond 7000 dollars but still want 250 dollars from me.

  

  Business Response

  Date: 02/21/2025

  Hello, 

  Thank you for reaching out, the delay in you receiving a bill from us - was due to the fact that we were appealing the claim with your insurance. We reached a final decision with them, and that is when we began billing you. This billing is valid and due to us - but given that we understand the frustration that receiving a bill 2+years after a service was rendered - we will adjust your balance to $0.

  Please do not hesitate to reach out should you have any additional questions. 

• Initial Complaint

  Date:12/06/2024

  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.

  Had ********************** on August 20th, 2024. Didnt bring CPM machine until August 28th, 2024. Sent a claim to my insurance on August 22nd, 2024 for $5009.11. DeanHealth sent me a bill saying they were not going to cover it and I got it at the end of October. Called at least 3 times for them to pick up and its been 3 and a half months since the surgery. They called at the end of September that they needed the machine for another patient. Here it is the beginning of December and I still have the machine. Called them October 30th, 2024 and on November 6th, 2024. They told that nothing was documented at the end of September that I had called back but was documented when I called October 30th, 2024. They told me that I should have called from my house phone instead of my cell phone because the house phone was on file. Shouldnt matter what phone number a person uses. Thank You.

  

  Business Response

  Date: 03/07/2025

  Thank you for reaching out. After reading your issue I worked with the management team in your area, to make sure your items were picked up, and it looks like this has since been completed. We apologize for the untimeliness of this item getting picked up.

  I have also looked into your billing concern and I do not see that there is any payment owed to us, or that you have received a bill from Kinex. What you received from *************** is an EOB, and not a bill. 

   

  Thank you for bringing the issue in this area to our attention, and do not hesitate to reach out should you have any additional issues. 

   

   

• Initial Complaint

  Date:11/22/2024

  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.

  Kintex Medical Company LLC Rented my Mother-in-law a piece of medical equipment which they required a deposit of $150. I paid the deposit in the form of cash directly to the ****** representative at time equipment was delivered and set up in the house. Unannounced to us, the representative named "******" pocketed the cash and paid deposit with his personal debit card.We have since found out the deposit was returned to the representative's debt card and the representative no longer works for the company is what we were informed by Kintex Medical.Kintex has since been insuring us they were processing a check and would mail it out as soon as they get the check processed. We have been religiously fallowing up with them on the status of said check for 1-1/2 months and continue to be told that they are processing a check. This entire situation is completely unacceptable and no business should be allowed to conduct business in such a way without repercussions.

  

  Business Response

  Date: 02/21/2025

  Hello, 

  Thank you for reaching out and having brought this situation to light, so that we may correct the behavior as well as return the money to your mother. Please know that this is not standard practice and we have addressed this with our service team. 

  I also see that since your mother has received her refund check. 

  Please reach out should you have any additional questions. 

   

   

• Initial Complaint

  Date:11/07/2024

  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 had a ********************** in July of 2023, with CPM (continuous passive motion) machine provided by Kinex medical for physical therapy. Kinex filed an erroneous claim with ******** that same month, with ********'s notation that the claim was denied because information required to make payment was missing and that I should not be billed for this service! Then they filed the claim with ***** who said that ******** did not receive the correct info, and that BC/BS would process the claim when the correct info was submitted to ********. Kinex then sent this "bill" for $250 to a collection agency when ******** says I should not be billed for this service.

  

  Business Response

  Date: 02/21/2025

  Hello,

  Thank you for reaching out, and allowing us time to research your account. It seems that this bill was issued to you in error, and we appreciate you bringing this to our attention. 

  We have taken care of this issue on our end, and you now have a $0 balance with us. 

  Please do not hesitate to reach out should you have any further concerns. 

   

• Initial Complaint

  Date:10/07/2024

  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.

  Over 2 1/2 years ago I has shoulder surgery. Surgeon set up Kinex Medical supply Company to provide a brace and cold therapy machine for after the surgery. It was all supposed to be covered by my health insurance, and I hadn't heard any different (thought it was all a done deal). Now (2 1/2 years later) Kinex is sending me a bill for $150, saying my insurance didn't cover enough. After digging into this and contacting Kinex twice, I was informed (by Kinex customer service) that ********************** billed my insurance $1,222 for the brace and another $5,538 for the cold therapy machine that was rented for SIX DAYS and returned! That amounts to $923 per day for the cold therapy machine. Their customer service were very polite, both times I have called, but they couldn't give a reasonable explanation for this crazy charge or solution to this issue. I could've literally purchased a brand new cold therapy machine for $200 on ****** (and that's at today's prices). Stuff like this is what makes our health insurance premiums so unaffordable! Why do you still think you need to bill me an additional $150????

  

  Business Response

  Date: 10/14/2024

  Hello, 

  Thank you for reaching out. We have taken a look at your account, and can see that you are correct in that you did not receive a bill from us until about 2 years post surgery and your order. We were working on this claim with your insurance and attempting to appeal with them, which was the delay in sending the bill to you. As a courtesy, due to the length of time to process this claim - I have sent this to our billing department to adjust the balance to $0.00.

  Please reach out if you have any further questions. 

   

  Thank you. 

  Customer Answer

  Date: 10/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22391234, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Jeanie Van Wyk
  

• Initial Complaint

  Date:08/30/2024

  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.

  Kinex is third party supplier to Ascension All Saints and they are refusing to adjust my invoice according to the ****************** assistance letter that I have sent them several times I notified them via email on 8/20 & 8/22 with no response. I called on 8/30 they advised they me don't honor the hospitals program and I must qualify for their hardship program. I then got blindly transferred to another *** who had no clue why i was transferred to them. At that point after several attempts of getting bounced around without resolution, I decided to file a billing complaint.

  

  Business Response

  Date: 10/14/2024

  Thank you for reaching out. I do see that you have sent us the forms from Ascension stating that you are a part of their financial assistance program, however for compliance reasons, we do need you to qualify for our program. I have asked that one of our local representatives give you a call to qualify you. 

  You will need to answer some questions about your living and financial situation, as well as provide some forms of documentation for income. 

  You should expect a call tomorrow. 

   

  Thank you 

   

• Initial Complaint

  Date:08/27/2024

  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 had an orthopedic surgery in the Spring of this year (2024), received equipment from Kinex and paid them in full, $250.00. Kinex contacted me after the payment and alleged I owe another $250.00 for equipment received for a previous surgery that occurred more than 4 years ago! I told Kinex that after my previous surgery, the orthopedic surgeon told us the equipment was covered by insurance so there shouldn't be a charge. I've received almost daily phone calls at work and multiple bills at my house. What's going on here? Is this a scam?

  

  Business Response

  Date: 10/14/2024

  Hello ******* and thank you for reaching out. 

  I have had the time to look into your account, and I see that we were working with your insurance and attempting to work some appeals on your claim with them. This is what caused the delay in the bill coming to you for payment. 

  As a courtesy, I have adjusted your account to $0.00 and you will no longer receive calls for this order. I apologize for the confusion and inconvenience that this has caused. 

  Thank you 

  Customer Answer

  Date: 10/21/2024

  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.
  
  Kinex has not provided me proof that I owe them money, nor have they provided me proof that they billed my insurance company for alleged costs. 
  
  Regards,
  
  ******* *****

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  The business hasn't contacted me 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.
  
  Regards,
  
  ******* *****

  Customer Answer

  Date: 11/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ******* *****