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A BBB Accredited Business since
BBB has determined that Discount Medical Supply meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Discount Medical Supply include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMr. Howard Coplan, President
Medical Equipment & Supplies
Hours of Operation
|Monday-Friday 8am-5pm Saturday 9am-2:30pm|
Alternate Business NamesHHC Corporation
1220 N Boulevard
Richmond, VA 23230 (804) 354-6746 (800) 314-0084 Directions
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Additional Phone Numbers
- (800) 314-0084(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
Problems with Product/Service
Read Complaint Details
Complaint: I have shopped at Discount Medical Supply for almost four years. I purchased a CPAP machine and two masks. On December 10th, I purchased a new mask. An employee tried to help me select a mask, the owner stated 'sell her an expensive one'. The only 'expensive one' they had, had no box, no instruction manual..nothing. I thought it would work and purchased it with the knowledge that I could return it within 5 days as the sign at the counter clearly states. After trying it on that night, I could not adjust it properly and returned it the next day. Upon returning it, I was told 'you must not know how to wear a mask'. However, I was refunded my money and purchased another mask that I thought would work better. I tried it for about an hour that night and could not get it to stop leaking air. When I called the next day to let them know that I would be back in to return it, I was told I must speak to the owner first. I spoke to the owner later he was upset, said 'clearly you do NOT know how to wear a mask. You have no tolerance for one.' I have worn a mask for almost four years. When I got there the owner was not there and (employee) said he was unable to refund me my money, the owner must do that.Although he refunded my money on the first mask. He took the box from me and saw that I had not opened the extra packs in the box. I had not realized that they were in there. The mask was in perfect order, in the box with all parts still sealed. He said he would keep the mask and have the owner ****** send me a check. Living over an hour away, that sounded fine to me. I left my adress, phone number and name. I called for 4 weeks and finally recieved a check for 100 dollars. However, the mask costed 139 dollars. I called to tell ****** that I wanted my 39 dollars, he said no. That he lost money trying to return the masks. That can't be true as the first mask had NOTHING with it and was put directly into a bag. Second was in perfect order. He admitted as much and simply said 'Be that as it may.'
Desired Settlement: I want my 39 dollars returned to me by check. He has no reason to refuse as I followed all procedures set in place by him, his sign. I returned it the very next day in pristine condition, with receipt both times. His sign states that all items may be returned with receipt unless it is an item used with urine/blood. He said that another reason for him refusing is that other stores do not even accept returned masks and I am lucky he gave my money back the first time. I want my 39 dollars.
Business Response: Please see attached.
Discount Medical Supply
HHC Corp 1220 North Boulevard Richmond, VA 23230
Phone ********** Fax *********
In response to the complaint. Yes I told my associate to show her an upgrade of the mask (not the word expensive) because she was not comfortable with the one he showed her. She purchased a c-pap mask and brought it back 2 or 3 days later. These products we cannot put back into stock so the first one we put it in the trash. When she brought back the (Expensive one--$39 more) we called our sales rep and ask if he could help us in this return. This he did and took of 25% for return on this item when is usually not returnable. I refunded the customer $100. As she has stated on this letter that she has used a c pap mask for the last 3 years. When we fitted her twice in the store it would seem that after 3 years she would know how comfortable or how this mask fit. This is strange that she went home twice and said it do not fit properly after she tried this mask on in the store. I maybe could understand if this was the first time she wore this item.
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
I am not accepting as this is not an offer. The owner of this company is blatantly lying. Why would he throw the first mask in the trash when he sold it to me with no paper work, no box and placed it directly into a store bag? If what he states is true, (that those items unable to be returned to the company are thrown in the trash) then the first mask sold to me would have already been in the garbage and would not have been in the store to sell me to begin with. He did use the word expensive, and did NOT follow his own policy as stated by his sign at the front desk. That ALL items may be returned with a reciept within five days, excluding those items used with or around urine. I was told that a check for the amount of my purchase would be mailed to me. And as for whether or not the masks fit me well or not, how would he be able to conclude that? Simply by holding a mask to my face does not tell me how it will feel once it is connected to my CPAP machine. It does not tell me whether or not air will leak at any of the points around the seal. The reason I chose this store was so that I could take it home, connect it and see how it fits. If this is not acceptable to the owner, perhaps he should state on his sign " All items are able to be returned after 5 days with a receipt( excluding those that come in contact with urine also the second item you return is subject to be refunded only partially due to no fault of your own) Then I would understand his policy. He told me that other stores do not even allow returns. Why is he telling me what other stores policies are? This does not cover up the fact that he is not following his OWN policy. And too, why is he giving me a scribbled list of companies? How is this explaining how he refuses to follow his own policy? If he is not giving me back the 39 dollars, I would like for this to serve as a warning for anyone else naive enough to believe that this owner will honor his store sign and policy.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
|1/4/2013||Billing/Collection Issues | Complaint Details Unavailable|