Complaints

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:07/11/2025

  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 was having physiotherapy for back pain (Sciatica) and randomly my therapist said that I could get a home TENS machine fully covered by my insurance. I thought this was great but would only take it if it was no cost to me (I know they are only $30 odd bucks from ******. She said she checked and it will be no cost. I received the unit and then started receiving bills, surprisingly $148.83 for a TENS unit that I can buy an exact copy of online for $40 I called and they said that only the first month was free. I had also been receiving pads which I of course thought were free but they were charging me $23.14 for a $6 product! This company has no ethics and is manipulating patients with loose language about costs to the patient. Their practice is verging on fraudulent and all I see online are complaints about their dealings. What about patients with ******** where everything gets paid for and no one questions the co-pay?I paid a few small bills but I still have an outrageous $235.21 on my account for items that I could have paid just over $100 for on ******.

  Business Response

  Date: 07/11/2025

  Resolved directly with patient. 

  Customer Answer

  Date: 07/12/2025

   
  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.

  The company reached out to me personally and said that they were going to amend my account to zero as a goodwill gesture, even after I said that I was willing to pay what I deemed market price for the equipment.  It was a very courteous and professional response from the company so I feel very content with the outcome.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service 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 was issued a Tens Unit from my physical therapist. I never once signed up to receive anything from EMSI. However I have received multiple bills. I keep receiving replacement pads and I don't want them. I have tried contacting them many times and am unable to resolve this matter.

  Business Response

  Date: 06/16/2025

  Left voicemail for the patient with my direct contact to answer all her questions and concerns. Additionally upon review of patient account there is no balance owed by the patient, account has also been inactivated. 

• Initial Complaint

  Date:05/05/2025

  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 did not order a product from this company. The Company is EMSI *************************************************************************************************************. Phone ************ I had ordered an EMSI battery for my tens unit from **** online and paid for it. I got the Tens unit from my Physical Therapist at least 2 years ago and the battery wasn't working. I opened the unit and noticed it's an EMSI battery. The seller of the battery on **** was ******** ******* of *************************************************. I paid for the battery 4-3-2025 with my credit card through **** and received the battery. Then I received a text from EMSI that I owed *****. I deleted the text assuming it was a scam. Now I have received an Invoice from EMSI for $*****. Nowwhere on my **** order does it say that I will owe more or that I have subscribed to any other product/service. The invoice from EMSI has a service date of 1-1-2025 and an invoice date of 4-10-2025 Invoice #*******. The description says Neuromuscular Stimulator Deductible. It says Patient Responsibility is $*****. I have left several messages at the company.

  Business Response

  Date: 05/05/2025

  Resolved directly with patient. In addition patient was advised Emsi does not sell any products on ****, ****** etc...

  Customer Answer

  Date: 05/06/2025

   
  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. I'm satisfied because, they have removed the erroneous charge and any future charges.
  
  Sincerely,
  
  ********* *****-********

• Initial Complaint

  Date:04/14/2025

  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.

  My physical therapist recommended a muscle stimulator after a severe broken leg. I had met my out of pocket max and my insurance approved the device but I still continue to be billed for the device as well as ***lacement electrodes that I did not order. I did speak with the *** for ************* The***y (my provider) and I was told I would not receive any additional bills. These charges are automatically coming on my credit card.

  Business Response

  Date: 04/14/2025

  resolved directly with patient.

• Initial Complaint

  Date:04/07/2025

  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 received a bill from the company for ****** dollars (invoice date March 5th 2025). This company cornered me in the doctors office back in November 2023 telling me that my insurance already covered the machine. They also enrolled me into automatic shipments for the patches to the stim machine without my knowledge. This company is a complete scam. 1 and half years later they sent me a bill for the machine that they told me was already covered by my insurance. I would like to return the machine and not pay for the bill. They are complete liars and looking to scam patients out of money.

  Business Response

  Date: 04/07/2025

  resolved directly with patient.

  Customer Answer

  Date: 04/07/2025

   
  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.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/06/2025

  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.

  EMSI began billing me in 2023 for replacement electrodes for the Tens unit issued by Kort physical therapy that same year. I suffered a heart attack in August of 2023, and called to inform them that my cardiologist had ordered me to stop using the device because of my heart condition. They agreed to allow me to return the unused electrodes, and they would deduct the balance from my outstanding balance, In 2024, they sent me a statement with a remaining balance somewhere in the neighborhood of $40.00. In the meantime I was able to find another 5 unused electrode packs, which I then returned to them as well. I was told that my balance was $0.00. Starting in 2025, they are again billing me for the Tens unit, claiming my insurance did not cover the cost of the unit. I called and asked them what they billed my insurance company for the unit, and the representative informed me the total amount billed was $800.00, that my insurance agreed to pay $185.00, but failed to pay it. They are now hounding me for the $185.00 they claim they are owed. I offered to return the original kit, and the refused to allow that, stating that the return window had closed 60 days after the unit was issued, before I ever received a bill from them. This entire episode has been very stressful and has had a detrimental effect on my health. I feel that they are trying to scam me for a piece of medical equipment I was assured at the time I agreed to accept and use it would be covered by my insurance. I would never have accepted this device had I known it would not be covered, nor would I have wished to pay such an exorbitant sum for it. It's not worth $185.00 to me, as I am medically prohibited from using it, and I would gladly send it back to them. I most certainly would have sent it back within their return window had they made any of this information known to me at the time. I'm a senior citizen and believe they are taking advantage of me.

  Business Response

  Date: 03/06/2025

  resolved directly with patient.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23029488
  
  I am rejecting this response because:

  EMSI has misrepresented the current situation by claiming they have resolved this matter with me personally.  They have not.  Attached is an image of the items I was billed for in 2024 by EMSI.  Never once was I billed for a Tens unit.  They did not bill me at all for the Tens unit until well past the time window in which I could return it according to their policies; 60 days.  They did not begin billing me for this unit before that time, and as near as I can tell from my own records, they did not do so until December of 2024.  I was told by my medical provider that the Tens unit would be covered in full by my insurance.  They verified this with my insurance company before ordering it for me.  I only agreed to accept this device once coverage by my insurance coverage was verified.  I believe EMSI is being deceptive by asserting to me that I was billed for this unit multiple times before it was too late to send it back.  This is simply not true.
  
  Sincerely,
  
  *** Hand

  Business Response

  Date: 03/20/2025

  Voice message was left on patient phone March 6, 2025 at 2:20 pm advising of resolution. Additionally I emailed patient on March 6 at 2:26 pm providing the same details of resolution regarding her billing concerns. In the email a zero balance letter was provided to the patient for her records to keep. In both communications my direct contact information was provided in the event she had additional questions or concerns.

• Initial Complaint

  Date:01/24/2025

  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.

  The original purchase was for an electronic stimulator that can be bought on-line for under $50. They tried to bill us $36.64 per month (!) for 13 months, claiming it as a rental. We were never informed that this was a rental, and if we had been we would not have bought that. We paid for one month and offered to return the device. I've been on the phone with this company, the ************* numerous times.They keep harassing us for money. Finally , in response to my complaints, they sent a statement with a zero balance, attached. Now they've sent us another bill, also attached.- ***************** is EMSI (and they sent the zero balance).- The parent company is ********Please see the uploaded documents from each.

  Business Response

  Date: 01/24/2025

  resolved directly with patient.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22844742
  
  I am rejecting this response because: I received an email from a MR ********* from EMSI.  He says there's another statement coming that he couldn't stop, but that these statements have been generated in error.  However, I don't trust this, because I've gone back and forth with them several times.  Please keep the complaint open for now.
  
  This has affected my credit rating, which was well over 800 a short while ago; but not anymore.
  

  
  

  
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 02/05/2025

  Mr. ***** has been provided written correspondence of account resolution regarding his wife's account. Additionally, it was explained to Mr. ***** that Emsi has not reported any outstanding balance to the credit bureau and any impact he is seeing on his credit score is not related to Emsi.

• Initial Complaint

  Date:01/21/2025

  Type:Product 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.

  Date of transaction: 9.27.2024 Was told the unit was covered by ****** my insurance company. Then I received a bill stating I owed Tens Unit Coinsurance. They billed me $1.75 For Tens Unit CoInsurance for 09-27-2024 to 11-01-2024. Then on the same invoice it said bill for $17.46 For Tens Unit Coinsurance for 10-7-2024 to 12-2-2024. This account has gone up but I have no documentation for why. If it is for supplies I have not requested nor received any supplies nor have a spoken to a representative. With a little research I noticed the CEO is being charged with over charging insurance companies and is looking at a hefty fine. Also I located documents that said they had a data breach. I have not received any information about this from the company. Their current website (1/20/2025) is useless. It provides a number which can not be reached and an email address. After seeing the number of BBB cases I want to add mine. Just to be clear, my understanding was the **** unit was covered by insurance including initial supplies. The was no statement of how to receive supplies or their cost. After reading the data breach information anyone could set up to get paid for no service. Thank you.

  Business Response

  Date: 01/21/2025

  resolved directly with patient.

• Initial Complaint

  Date:01/21/2025

  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.

  I arranged to purchase a Flex-MT Plus device late December 23 and received early January 24. I was told by EMSI that my insurance would be paying for costs once my deductible was met, and have never been told what the equipment actually costs. I hit max out of pocket in the fall of last year, and my insurance company still hasn't paid anything. I tried to return the device after I determined that it wasn't helping my incontenence issue (had prostatectomy) - probably in June of 24. I was told that I could not return the device after 30 days. They did offer a buy out cost but money has been tight and I have been paying $25 per month to eventually pay it off. I did ask for one electrode supply and was told my insurance would cover it. They have sent at least 3. Two of which I'd be glad to return. I see that there is a Class Action Suit against them for similar issues. I just want this to end and stop paying for something that doesn't help me and that I believe I was lied to about. They are showing that I currently owe an additional $273.96. Based on the attached email, the remaining amount (worst case) should be $586.32-$466.45 = $119.87.

  Business Response

  Date: 01/21/2025

  resolved directly with patient.

• Initial Complaint

  Date:01/07/2025

  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 received a phone call in July 2024 from a person representing themselves as someone from EMSI, a company that supplied me with a **** unit for physical therapy treatment many years ago. They also sent supplies for the unit without my authorization and despite requests for the to stop sending them. They showed up frequently in my mailbox and I was not billed to my knowledge. This was at least five years ago or more. During the phone call the representative told me I had an outstanding bill for supplies related to the **** unit. He said that part of the bill had been recently submitted to my insurance company and the outstanding amount was what I needed to pay. He said not to mention that to my insurance company because it had gone toward my deductible. He offered to reduce my bill if I paid him while still on the phone. I asked him to send me the request by email and did not pay him anything while on the phone. Below is his email. I believe the charges are fraudulent because I did not authorize the company to send them and did not request nor use the supplies. I don't think they had a right to bill my insurance company for the same reason. I don't want to be responsible for the bill and I want the company to stop contacting me."Hi ********, As we discussed, in interest of settling your account with us, I can give you 30% off the balance for a payment plan setup, or 45% for a lump sum payment. The current balance is $912.87 For 30% off that would be $638.87 if you would like to do a payment plan.For 45% off that would be $501.87 for a lump sum payment Best regards, xxxxxxxxxxxxx Patient Support Services EMSI ********************************************************************************************************* Direct Phone #: ************"

  Business Response

  Date: 01/07/2025

  Left voicemail with my direct contact information. I have reviewed account and will communicate resolution directly with patient upon her return call.