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Consumer Complaints

This business is not BBB accredited.

CarePoint Medical

(804) 747-8900

Customer Complaints Summary

25 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 4
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 7
Total Closed Complaints 25

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.

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Medical Equipment & Supplies


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.