Complaints

This business has 0 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:05/03/2024

  Type:Customer Service 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.

  My NEW doctors office here in Lexington South Carolina has sent a signed request to release medical records information regarding my sleep study so I may obtain CPAP equipment and supplies here in my new place of residence and Respiratory Services of WNY has not responded. I have made one call which went to voice mail and my doctors office has made two calls which also went to voice mail asking for the medical records requested in writing. They have not sent the records nor have they returned our calls. I never had any trouble dealing with this company nor reaching anyone by phone while a resident in Amherst NY, but now I and my new provider here in Lexington SC are being stonewalled.

  Business Response

  Date: 05/06/2024

  Thank
  you. We have received the complaint and will work with the patient to get this
  resolved.

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  ****** ********** 
  
  There is no commitment from Respiratory Services to immediately supply the medical records requested to the physicians office that has requested them. Merely stating they will work with me to resolve the issue is an ambiguous statement avoiding a clear path to resolving the issue. 

  Business Response

  Date: 05/14/2024

  We
  apologize, but we show that this issue was resolved.

  Customer Answer

  Date: 05/14/2024

  Better Business Bureau:
  
  
  I was informed by my doctors office that the requested records were finally transmitted and acknowledged 5-14-24. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** **********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair 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.

  on 4-19-24 I contacted Respiratory Services Buffalo at ###-###-#### at 900 am I have been using this company services since 2011. I told them the loaner CPAP machine that they are letting me use stopped working. and I needed a replacement machine, after numerous questions from different people and different depts they said someone would contact me a gentlemen contacted me but said he was in Rochester NY and would have to get someone else to take care of this and would get back to me never got a call back or a replacement machine been using them for a long time and never had a problem till know but I guess I might have to start looking for another company

  Business Response

  Date: 05/08/2024

  We apologize for any inconvenience this may have caused the consumer.  We have reached out to him and assisted him to get a working machine.

• Initial Complaint

  Date:01/11/2024

  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 was on direct pay for medical supplies for my CPAP machine and noticed some odd billing, so in September of 2023 I stopped the autopay and stopped ordering anything from them. I then started to receive bills in the mail. I initially paid them, and clearly asked if this concluded my responsibility and was told yes. Well, I then got another bill in December which I called about since I never received any products nor ordered them. They then sent me another bill for items in June, which was paid already. Well, my wife is an accountant and looked through our account and we have records of all the bills we paid. Odd thing is, when they send the bill over and over, its always different amounts. How can 2 bills for the same thing be different amounts? Well it can't. We requested detailed billing and got a bogus list showing rental fees. When we inquired why since we were not renting anything, we were told "thats how the insurance wants it". We called independent health and this is not the case as there is no rental. So now I am still getting bills for items I never ordered or received and between them and independent health, I cannot get anyone to answer a phone. I don't want my credit affected but I also am not paying for their scam. I need help. I need someone to help me fix this. I dont even care what they ripped me off for in the past, I just want to stop doing business with them and not have my credit dinged.

  Business Response

  Date: 01/17/2024

  We apologize for any inconvenience this may have caused. Upper management is reviewing this account, and we will contact the patient once completed. 

• Initial Complaint

  Date:08/04/2023

  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.

  Beginning 7/25/23, Henrietta, NY, location of Respiratory Services of Western NY (RSWNY) has been repeatedly calling and texting family (of 95 year old patient in assisted living) demanding a credit card to "have on file" for co-pays for equipment even after we've explained she reached the out-of-pocket maximum for 2023 in June and will owe zero co-pays for the rest of the year, as verified by Wellcare. RSWNY phone reps have quoted different amounts for copays but have not provided any billing statements indicating actual prices charged. RSWNY delivered equipment to patient's assisted living apartment on 7/25, the day BEFORE she was discharged from Unity hospital yet RSWNY's paperwork from that delivery indicates patient received all manner of instructions regarding equipment use, cleaning and troubleshooting - none of which occurred because she wasn't even there! RSWNY says we must provide a credit card or access to a bank account or the equipment will be removed within 10 days. Wellcare says they approved usage of oxygen/oxygen equipment while patient was still hospitalized but that RSWNY hasn't filed a claim yet! RSWNY's billing people told family member that only a manager can stop calls and texts demanding payment but when they transferred family member's call to said manager on 8/4/23 the call goes to a voicemail message saying manager will be "out of the office from Friday, December 23 [2022] until Tuesday January 2 [2023], Happy Holidays!" No patient or patient's family should have to deal with repeated demands for payment before a bill has even been issued. RSWNY says it's "their policy" to have a credit card or bank account number on file but it's our family policy not to provide access to our funds before we've been provided with an itemized bill.

  Business Response

  Date: 08/09/2023

  Thank
  you. We have received the complaint and will work with the patient to get this
  resolved.

• Initial Complaint

  Date:05/16/2023

  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.

  For several weeks now I have been trying to get a new wheelchair for my 96 yr old father. He uses a wheelchair every day, all day, and the style/features required are for his comfort and safety. Respiratory Services has delivered three chairs and none of them are what he needs. Either the arms are not full length (absolutely required for his transfers) or the footrests don’t lock securely, or the arms are full length but not the same solid shape/design as asked for, or it's missing footrests entirely.
  I initially made a trip to the store; no one could show me the chair he would be getting. I told them it had to have full length arms and swing away footrests. I provided his Medigap insurance numbers, and they told me they were incomplete and unusable. Subsequently Amber called and said the numbers were complete, and that the insurance would cover the “rental” in full. Then Amber called back to say that the insurance would NOT cover it and now the cost per month went up from 4.60 to 5.57. They charged his credit card on May 4. The women at the store stated that the rental would be for 12 months, Amber says 13 months. I called the insurance company and was told the cost would be covered.
  My most recent call was with Tracey, in an effort to make sure they understood what dad needs I told her his current wheelchair is a Drive Cruiser 3, I wanted the same chair, same arms, and swing away footrests, in the 18” as in the script. I suggested she could look it up on Amazon to see exactly what I was ordering. They sent a comparable chair, BUT WITH THE WRONG ARMS AGAIN (shorter “desk” arms). I spoke with her on Friday May 12, asked her to either provide the correct arms or pick up the chair and refund the credit card and I would go elsewhere. On Monday May 15, a different chair was delivered, with full length arms but not the style I requested, and NO FOOTRESTS. The delivery tech put dad’s old footrests on this chair. Dad is currently using this chair.

  Business Response

  Date: 06/19/2023

  We apologize for the inconvenience that the consumer has endured.  I have reached out to the email listed on the complaint to get further information to assist.  This has my contact information listed.

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I filed my complaint with BBB on May 16th. I did not hear from the company until I rec'd 2 emails June 19 asking for my dad's name and DOB, which I provided June 20. On June 23 I rec'd email stating that he location manager Stacey has been "trying to contact me to discuss the issues I am having with my father's wheelchair. You can reach her at ************ ext *********". Stacey has not made any attempt to contact me. The emails are from Stephanie Shirah with Adapthealth. 

  Since I have been trying to get dad a wheelchair through Respiratory Services since May 4th, and it is now the end of June, I will no longer waste any more time with this company. I wonder if they are taking so long in trying to solve this in the hopes that I forget about it? 
  
   I will find a different provider. This company has billed his Master Card, they have billed his private health insurance and perhaps also billed Medicare. I will be filing disputes/fraud alerts with the insurance companies. It is very discouraging that a company that provides medical equipment is so prompt at billing but can't provide the equipment they are charging for. 

  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/29/2023

  We do apologize that the consumer does not find the resolution acceptable.  Additionally, the location manager has reached out via email and phone to discuss the issues.

  Customer Answer

  Date: 07/16/2023

  I initially tried to order a w/c May 4. It is now July. I listed my experiences with numerous encounters with various staff; and I gave very specific details as to what my expectations were in my complaint. I have no reason to believe that these problems will be resolved no matter how long they take. Years ago I was working in Direct Care and many times ordered oxygen, nebulizer and cpap supplies from Respiratory Services for the people I worked for.  Back then it was a company that knew what they were doing and the staff were ALWAYS professional. Based on that past experience I selected them to provide the w/c for my father. Those employees must no longer work there. Not being able to provide people with necessary medical equipment in a timely fashion is pathetic.

  Business Response

  Date: 07/28/2023

  We have reached out to assist the consumer regarding the issues via email but have not heard back. We have offered to resolve the concern and also have provided contact information to work directly with the location manager.  The patient still has the equipment that is a monthly rental.  If they would like to return the equipment, we will recoup the invoices from insurance and refund the portion the patient has paid.  

• Initial Complaint

  Date:01/05/2023

  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.

  Respiratory services of Western New York is trying to charge Me for a bill that was incurred by My 82 year old Mother. My Mother is deceased and I sent them proof of this. Respiratory Therapy changed the patient name from My Mother's name to My name. I have called them and they have terrible customer service. Please help Me with this unethical Company.. They will be relentless..

  Business Response

  Date: 02/16/2023

  we apologize for the inconvenience you have encountered, a team member from our corporate compliance department will have the account reviewed and have someone reach out to the patients daughter.   

  Customer Answer

  Date: 02/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ***** ********

• Initial Complaint

  Date:10/20/2022

  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.

  This company has involved the collection agency ******** *********** in an attempt to obtain money for a service we have never used. We have never been to, ordered or received anything from Respiratory Services of WNY. They will not return my calls to question them. This is insurance fraud and harassment.

  Business Response

  Date: 10/25/2022

  Hello and thank you for providing this information

  we will be assigning one of our team members to reach out for additional information.

  Thank you

  Corporate Compliance Department

  Customer Answer

  Date: 11/04/2022

  Hello,
  I did actually receive a response for the company I contacted you about. They called me 11/1/22 and the issue has been resolved.
   Thank you so much,
  ****** ********