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Central Virginia

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Consumer Complaints

BBB Accredited Business since 3/1/2010

CarePoint Medical

(804) 747-8900

Customer Complaints Summary

33 complaints closed with BBB in last 3 years | 21 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 17
Billing/Collection Issues 4
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 9
Total Closed Complaints 33

Additional Complaint Information

BBB has received phone calls and complaints from consumers regarding advertisements from CarePoint Medical claiming Medicare will cover specific products such as the TriMod Back Support. Some consumers allege although the advertising states “Covered By Medicare and Insurance!”, their insurance providers do not cover the product, or do not cover it at 100%. Other consumers allege being solicited with letters claiming “Your physician would like you to make an appointment to approve this item.” When consumers contact their physician’s office they are informed that the letter provided to them is false.

On June 27, 2013 we met with the business to discuss the pattern of complaints and allegations. CarePoint Medical responded by stating:
        • The claims mentioned above are not part of their marketing 
        • The product being offered will be provided at little or no cost to the consumer 
        • The consumer must qualify for the product and to qualify they must be covered by Medicare or private insurance and have a doctor’s prescription for the product 
        • The doctor’s prescription request is only sent to the physician following a patient’s request for the product 
        • Callers are informed up front that cost may be incurred and CarePoint Medical will re-contact them following a verification of their benefits, and inform them of any 
           expense for which the consumer is liable 
        • Verification of insurance coverage and patient responsibility is researched prior to providing any products 

CarePoint Medical informed us that “You may be responsible for deductible and/or co-pay.” will be added to all advertising.

On August 20, 2013 the BBB received a copy of marketing material CarePoint Medical sent to a consumer. The mailer is not dated. The mailer states “if you suffer from back pain, then you may be entitled to a proven back support system approved by Medicare and private insurance, at little or no cost to you. “ At the bottom of the letter it requests that the caller have their insurance and doctor’s information available. The letter does not state “You may be responsible for deductible and/or co-pay.” The BBB is unable to determine if this mailer was printed and mailed to consumers before or after the company provided a response to the BBB.

Industry Comparison | Chart

Medical Equipment & Supplies


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Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Central Virginia. Businesses may engage in more than one type of business. This comparison does not account for the length of time the businesses have been operational. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by the BBB.

# of businesses with NO complaints in the past 36 months 0
# of businesses with 1-4 complaints in the past 36 months 0
# of businesses with 5-25 complaints in the past 36 months 0
# of businesses with 26-99 complaints in the past 36 months 1 CarePoint Medical is in this range.
# of businesses with 100 or more complaints in the past 36 months 0
Total # of same relative size businesses in the BBB database in this type of business 1

BBB began including complaint response text in BBB Business Reviews on 8/21/2012.

BBB reports the complaint response text for all reportable complaints against a business that are filed electronically at