ComplaintsforLandauer Medstar

Hospital Supplies

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Initial Complaint
02/20/2024
Complaint Type:
Delivery Issues
Status:
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.
On 12-9-23 Landauer Medstar delivered a toilet safety rail to my 89 yr. old mother's residence. My mother paid the driver $45.00 in cash, the amount due as indicated on the delivery ticket. When my mother asked for proof of payment, the driver scribbled something on the delivery ticket and left. My mother has since received two bills for $45 plus a third recent bill for $60, which includes a late fee of $15. Two calls to the Landauer Medstar billing department have proved fruitless; I was informed that the matter would be looked into and someone would get back to me. As of this date, I have gotten no response.Information provided on the delivery ticket is as follows: sales order #*******, customer ID #*******, doc ID #************
Business response
02/28/2024
We apologize for any inconvenience this may have caused. Upper management is reviewing this account, and we will reach out to the patient once completed.
Initial Complaint
01/17/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My aunt, *************************** (account #******** was released from the hospital and needed medical equipment in July of 2023. Because she is hard of hearing, I spoke with the company on her behalf and provid d them debit card information for the initial rental fee after insurance only. In October of 2023, I contacted the company at my aunt's request and asked for the equipment to be picked up. They never picked it up and continued to auto bill her monthly for $253.88. When I contacted billing and asked who authorized the auto pay, they told me the patient (my aunt) gave verbal confirmation. I confirmed the phone number they have on file and it is my cell phone number so clearly they never spoke with her. They have not yet picked up the equipment but it has now been scheduled for 1/19/24. They have fraudulently deducted money from my 70 year old aunt's bank account for months.
Business response
01/24/2024
We apologize for the inconvenience this may have caused. Upper Management is reviewing this account, and we will contact the patient once completed.
Customer response
01/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because the company did nothing other than see they would review and contact me directly which hasn't happened. Additionally, I'm sure they will try to contact me via phone and that's unacceptable because they all lie. I would rather any communication be in writing.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************

Business response
01/31/2024
We have been in contact with the complainant and this case has been resolved.
Customer response
01/31/2024
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 and the matter has been resolved. Please see attached.
Sincerely,

***************************
Initial Complaint
01/03/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My 97 year old mother ********************************* ID #****** has had an authorization for medium products and Landauer keeps sending small and dispite calling them, they keep sending small which are cutting her and very uncomfortable. I last spoke to ********* on 12/21/23 and she was changing the size and they were supposed to be delivered on either 12/23 or 12/26 and they never arrived. I spoke to ****** today 1/3/24 and she told me she corrected it again, but have to wait until her new order for the month processess on 1/5/24. I have called numerous times before speaking to these same people as well as ******** to no avail and have been left with no other choice, but to file this complaint. This is unconscionable to not have this corrected. the company needs to look at its policies and if something was not right owed it to us to contact us and let us know. Shame on you Landauer Medstar!
Business response
01/08/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer response
01/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have called them numerous times and they have done nothing. Also, my mother in law is 97 years old. They cannot call her, they need to call me ************. I don't want to sign off on this until I know they have corrected the problem and get this straightened out.
Thank you.
*****************************

Business response
01/09/2024
We have received the complaint and have opened an investigation to address the expressed concerns.
Customer response
01/09/2024
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 and the matter has been resolved. I spoke to my mother in law and she has finally received the correct size.
Thank you BBB and Landauer for correcting this.

*****************************************************
Initial Complaint
09/13/2023
Complaint Type:
Product Issues
Status:
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.
My sister (*********************** DOB 10/10/1972) has insurance to cover for her oxygen when she was discharged from hosp in Oct 2022 I am her health care proxy and when we got call from Landauer representative they asked for a credit card to put on file for warranty that we return equipment or else be charged- so I gave my own personal credit card (************************************)For several months she was on Oxygen and they delivered supplies monthly and no- one called us to tell us of any issues.We returned the Oxygen supplies, and everything seemed ok.Then in Feb/March I noticed on my bank statement that I was charged Jan-Feb-March for oxygen supply (total $514.72)When I called them, they said they have no insurance on file. My family gave them the insurance info and they were reviewing the case and was going to get back to me and refund **** called them over 20 times over several months and each time--they said they are working on it.It is now September and they have not resolved the issue.
Business response
09/19/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer response
09/26/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

No
They have NOT responded or Resolved the issue
Sorry just Seeing your email
No none contacted me

I called them and they say theyre working on it but its been since July they havent been able to contact me yet

************************************

Business response
09/27/2023
Thank you. We have received the complaint, and we are working on this to get it resolved.
Initial Complaint
07/11/2023
Complaint Type:
Billing Issues
Status:
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.
My Mom receives monthly rental bills from this company (incorrectly to my address, not hers) for a Wheelchair she was transported with during a trip back to her residence from a hospital/rehab facility. We don't know why it was left with her, since she doesnt need it or use it. The bills started for some reason Jan 2023, never beforehand, without her having authorized the charges. Despite numerous calls to the ******************* we are unable to get any traction on this matter our explanations are ignored:After conferring with my ********** I called Billing twice on behalf of my Mom to inform them that the charges were never authorized by us, thus incorrect and should be reversed. I also requested copies of the invoices behind the charges be sent to the billed address. Both calls resulted in no action the incorrect charges were never reversed, I never received the invoices, and received further bills.On the Second Call I attempted to escalate to a Manager or Supervisor, but the Billing Rep refused this and stated that HIPA regulations prevented me from speaking on behalf of my Mom, even though I handle my parents bills since they are 95 and 89 respectively.Then, I even had my ********* both call Billing personally in a third call for her to explain again that she did not authorize the charges, never uses the wheelchair, and that the wheelchair can be picked up or dropped off at any time. Billing has been completely unresponsive to our verbal explanations, instead we receive additional bills with threats of legal action and collections agency pursuit.1.We request that the ******** be reversed and cease 2.She doesnt use the Wheelchair and didnt request one, so please make arrangements to pick it up or let us know how to drop it off so we are not charged in the future.Since calls don't work, I then mailed 3 letters to the address here and the 2 other invoice addresses with no response from them - however, they did send me another invoice today.
Business response
07/17/2023
Good afternoon,

I called and spoke with the patients son and was provided his mothers information to actually look into the account. I advised once the account has been reviewed we will reach out to him or the patient.
Customer response
07/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The issue was NOT RESOLVED. The business responded in a phone call to me that they needed time to research the issue and I have not heard back from them since - no resolution by the business. I have since learned an additional fact not put into the original complaint that they are over charging my Mom as ******** reimbursed them originally for the item and they continued to bill monthly, so they are also guilty of duplicate billing as well.

*****************************

Customer response
08/07/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

My complaint is still under their review - no resolution sent to me

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************

Business response
08/08/2023
Good morning,

A letter was sent to the patient breaking down the billing of the wheelchair and what the balance is. It was explained that due to HIPPA we are not able to provide him with billing information. We also attached a patient authorization to release protected health information form that would need to be filled out and returned in order for us to provide any other information to the patient's son.
Initial Complaint
07/06/2023
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
from 6/30 it took three days to get a replacement oxygen machine delivered to me. I finally came at 1 AM Sunday. I need it 24/7 to stay alive.
Initial Complaint
06/20/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
My father was discharged from a rehab and should have had his mask replacement nutrition within three days as promised it's been 1 week and he still does not have it.
Business response
06/29/2023
We apologize for any inconvenience caused to the consumer and his father. We will reach out to ************** to get more information to identify the patient and assist with delivery issues.
Customer response
06/30/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************

Customer response
07/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The company never reached out.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************

Business response
07/07/2023
We do apologize for the delay in outreach to the consumer. We did reach out today to get more information from the consumer to work with her on the issues listed. She has been given a direct contact telephone number for any further questions. I will follow-up with her once I get additional information regarding the delay in delivery.
Initial Complaint
06/02/2023
Complaint Type:
Product Issues
Status:
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.
I got a CPAP from them. I cancelled it and they sent me a return mail package. I sent it back months ago after it was paid and closed out. **** continue to bill me. Everytime I call up, the customer service people seemed confused and tell me I am fine. However, I continue to get billed. I don't know what to do. This is quite shady.
Business response
06/14/2023
Hello and thank you for bringing this matter to our attention. A team member will be assigned to investigate and will be in contact with you.
Thank you
Corporate *********************
Customer response
06/15/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
They didn't even respond. Basically they just said someone would be assigned.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************
Initial Complaint
05/18/2023
Complaint Type:
Billing Issues
Status:
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.
I was contacted for an outstanding amount due from a workers compensation case and durable equipment ordered for me - I think the equipment in question was a toilet seat. The workers compensation company is responsible for the payments but they were instead allocated towards myself. I called and spoke to supervisors multiple times and explained the situation, and they all agreed the insurance company was at fault, however I continued to receive bills with more past due fines. Landauer Medstar explained they couldn't contact the insurance company, because they weren't responding to their efforts... and somehow this becomes my problem? Now they have sent the bill to a debt collection agency and it has greatly damaged my credit score at a time that I am in the middle of very important financial operations. I called and spoke to their billing department and the person agreed that didn't seem right, however they are unable to connect me to a supervisor or do anything to resolve the fact that they have wrongfully destroyed my credit. Depending on how much further this goes I will seek financial damages.
Business response
05/23/2023
We apologize for any inconvenience and are having upper management review this account. We will contact the patient to share review.
Customer response
05/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
the company responded they would reach out to me for resolution, never did.
*************************

Business response
06/01/2023
Our billing department found in reviewing the patients account that we were unable to reach your workmans comp plan despite several attempts made to speak to an adjuster for new authorizations and past due invoices. Due to their lack of communication to resolve this issue, we have adjusted all bills from his account.
Customer response
06/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The fact that ******* was unable to contact the workers comp insurance representative is immaterial. It does not change the fact they ******* STILL sent the bill to collections with ME as the debtor. This needs to be rectified and I deserve more than an oops were sorry we wrongfully messed up your credit rating. I need to know what will be done to fix this situation and the damage to my credit rating.
*************************
Initial Complaint
04/17/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I visited a ******** healthcare office in March 2022 for my son as he had a bad cough and was given a nebulizer machine by that office which Landauer MedSTAR apparently owns. I never opened the box to use the machine because he ended up getting better that same weekend. I received a bill in the mail in May for $21.44 which I paid promptly, but I continued to receive bills each month thereafter for $5.88, which I continued to pay promptly until around November of that year when I decided to call the billing department to ask why I continued to receive bills for a device I already paid for. I held off on paying any more bills because I wanted to understand what the charges were for because the bill just listed nebulizer machine. It wasnt until January 26, 2023 that I again called the billing department and was informed this was a rental agreement and I would continue to be charged for renting this machine. At that point I informed them that the doctors office handed me the box for the nebulizer when I was back at the front desk checking out after the visit was over and was not informed this was a rental agreement and was never given any paperwork to sign informing me of such. At my request, the agent at Landauer was able to set up a 3-way call with the original doctors office who heard my explanation of the issue and agreed yes this should not have been setup as a rental agreement. The Landauer agent agreed to suspend invoicing, and would switch the billing over to a purchase. Well I continued to receive a monthly bill for the same $5.88 and when I called back on March 23 I was informed that I will continue to be billed until the machine is returned. I had moved from NY to SC in May of 2022 so it was t as easy as me just dropping it off to them so they said they usually can setup a pickup for the next day (3/24/2023) but would need to look into it since we are now outside of the zone. On April 5th I received a Final demand bill for the outstanding balance
Business response
04/20/2023
We apologize for any inconvenience and are working with management to review this account. We will contact the patients parent when resolution is received.
Customer response
04/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

AdaptHealth contacted me today indicating they will suspend the remaining balance and remove any late fees and they agreed to switch this to an equipment purchase not a rental as there was nothing in writing affirming I was entering a rental contract. The business said since I moved out of state I do not need to return the equipment because of cost to ship and they would not be able to resell it either. The compliance department rep ****** was very helpful and promised to send me a letter in writing indicating there was no remaining balance due and that the rental agreement has been suspended.

Once I receive that verification I will be happy to resolve this complaint. Unfortunately, the customer service department I originally spoke to had promised this solution back in January and it did not happen so I am waiting to receive the letter in hand before resolving.
*****************************

Business response
04/21/2023
Per our billing department: I called and spoke with the father ****************** explained in this circumstance I would go ahead and adjust the bill to $0 and waive any late fees since they were never informed of the rental, I went ahead and adjusted the charges in full - patient now owns equipment and will be sent formal resolution letter for their records.
Customer response
04/26/2023
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 and the matter has been resolved.

Sincerely,

*****************************

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