ComplaintsforMedical Services of America Inc

• Initial Complaint

  02/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My doctor ordered a CPAP machine from this company around October 2, 2022. I have been trying for almost 5 months to get supplies. I finally received a shipment recently (all of which was either the wrong item or items I did not ask for). I get calls asking if I would like to order supplies, at which point I have to describe…again…the issues I am experiencing. The employees on the phone seem helpful and tell me that they are escalating my issue but I NEVER get a call back. It seems there is little to no communication with this company. The employees on the phone have no record of the issues I have been having. Even recently when I called about the incorrect shipment , I was told there was no record of the shipment. I really just need supplies!!!

  Business response

  02/23/2023

  Mr. ********* has been a patient with MSA since 2016, at which time he received a CPAP unit and supplies.  In October 2022, he received a new replacement CPAP unit.  He ordered PAP supplies on 11/02/22, through the outside vendor who handled our re-supply orders. Unfortunately, this was at the same time we were in the process of changing to a different outside vendor and his order did not cross over in our system for processing.  Once he did get in contact with our location which was 01/23/23, he was advised we needed an order from his physician before we could provide supplies and bill to his insurance.  Once we received the signed order, the supplies were shipped immediately and per USPS were delivered to him on 02/06/23. Since Mr.  ********* had received a new CPAP unit, his supply order was not updated at the time the new machine was delivered, and this accounted for the incorrect supplies being shipped to him.  We have since contacted Mr. *********, verified the supplies he needed, updated our system to reflect the correct items for future shipments and shipped the correct items to him at no charge.  We regret all of these issues, and we offer our sincere apologies to Mr. *********. 

  Customer response

  02/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19438985, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought my CPAP machine from them and when it broke, I dropped it off for repairs around 9/14/22 and received a loaner. I was told that I needed a prescription for the repair, so I went to my Doctor on 9/21/22 and according to their Appointment Details notes, they sent new orders that day. I have called and left messages several times. Their excuse has been that they haven't received the order from my doctor. I have provided them with my doctor's information to follow-up, but as of today 1/18/23, I still don't have my original machine back which is a better machine than the loaner.

  Business response

  01/20/2023

  
  Patient has a machine that her insurance purchased in 2020.  Her machine started making a loud motor noise so she brought it in for repair.  We gave her a loaner machine.  In order to bill her insurance for repairs we needed a prescription from her doctor.  We have a prescription date 9/21/22, but the fax date at the top shows the fax date as 11/23/2022.  We sent the machine back to Resmed on 12/1/22.  We had a little time in there to get the RMA# to send the machine back . Mrs. ******* states that the loaner machine is not as good as the one she had due to the ramp time set on the machine.  I advised her that we can adjust the ramp. The loaner machine is the same make and model as the one we are repairing.

  We called the patient this morning to bring her machine in and we will review adjusting the ramp time.  This is something that the patient can do themselves and was instructed on the procedure.  Quote on the repairs of her machine has been sent to our corporate purchasing department to get a Purchase Order to repair.  Resmed advised that the patient get new orders for her machine to be replaced/

• Initial Complaint

  12/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been working to try and resolve a medical home health issue for months. It's going on 10 months and I need CPAP supplies and have been getting the run around for months. Every time I call - either the local office - or the corporate office for help - I am being told different things - and still do not have the medical equipment - CPAP supplies that are due to me.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/16) */ From what I can determine, Mr. ***** has received conflicting information concerning his supplies. We have a couple of issues going on here. 1.Our new patient outreach program, is providing inaccurate shipping information to our patients. They are telling patients that their supplies are shipping on a specific day when that is clearly not the case. 2. With the supply chain issues currently going on, we are seeing a lot of items on backorder. We have reached out to Mr. ***** and his items shipped on 12/15/21. We will follow-up with him on 12/17/21 to verify his supplies were received. Although we have no control over supplies on backorder, we are working with our team to develop some type of notification process to alert patients when we anticipate delays due to items being on backorder. We apologize to Mr. ***** and will do all that we can to see this doesn't happen to him or anyone else going forward.

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