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Business Profile

Hospital Supplies

Landauer Medstar

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospital Supplies.

Complaints

Customer Complaints Summary

  • 38 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/04/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Landauer/Adapt delivered a power wheel chair to my mother **** **** on April 26th 2025. The Pride Jazzy ES model Serial number **************, manufactured in the year 2024, arrived with original packaging and accessories. The following week, we called Landauer/Adapt requesting the return of the chair, which had maladaptive features that proved to be dangerous, such as steering incompetence; moving oppositionally to the left, to the right and when steering straight ahead. The chair was so maladaptive that the driver was unable to steer it manually by its joystick when picked up later that week. It had been explained that we were to travel in three weeks and that safety was paramount. Another chair was brought to my mother on 5/14/25 without the original packaging and having a different serial number **************. This was not the initial chair, but was the same model with the same defects. Four days before our cruise, we had no choice but to take our chances with it. Once on board the ship, the chair could not be used reliably because of the same, although less severe, steering defect. Once on board the ship, I had to request a manual loaner and park the Jazzy in storage. I have made multiple calls and requests to the company but there is a systemic issue with the priority for which these matters are handled and workers have been asked to return with a warranty for the second chair but have not. I still have the warranty for the initial new, but defective chair brought to my Mother. The company is attempting to replace a defective old chair for a defective new one. My mother is 78 and likely wont be eligible for another one five years from now. Laundauer is showing unethical practice toward the disabled. They are underserving the NYC community with inept and aloof mechanics situated at a ****************** warehouse that cares lesser for some than others. We need a brand new functional chair replacement with a Manager/Supervisors oversight and signature.

    Business Response

    Date: 06/09/2025

    We have received the complaint(s) ID# ********, ******** & ******** all dated 06/04/25, from the same person with the same complaint. The complaint was logged into our system on June 09, 2025, to investigate. Once our investigation is completed, we will contact the patient.Thank you. 

  • Initial Complaint

    Date:08/29/2024

    Type:Delivery Issues
    Status:
    Answered
    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 am disgusted with Medstar. I find the staff to be incompetent, unprofessional, and no communication skills. I was looking for my supplies to be delivered on the 26th of August. When they weren't delivered I called to find out that they would not be delivered until next week. I was finally told that because of the delivery last month my delivery date was changed. No notification from anyone. If I didn't call I wouldnt know anything. So as I explained to customer care if it's not delivered Sunday I won't be home on the 3rd or 4th of September and they can't deliver till the 5th. I was then told it would be the 5th or 6th so that means if I spend a day waiting and it doesn't come on the 5th it's a day wasted of my time. So now I'm waiting again on the 6th. I'm so tired of the lack of concern for your patients. Just because you've been in business so long it doesn't give you the right to be neglectful. When it's time for the prescription to be filled I hear from them on a regular basis. Yet I can't hear from them about my supplies. I was on the phone playing musical depth. I was on the phone over 30 minutes and I accomplished nothing. Just to file a complaint regarding your services. Disgusted.

    Business Response

    Date: 08/30/2024

    We apologize for the inconvenience the consumer has encountered. A team member from our ***************************************** will have the account reviewed and contact the patient to discuss our findings.

  • Initial Complaint

    Date:07/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 suffered a major stroke and was hospitalized and was in rehabilitation for approximately 2 months. I had excellent medical care at *********** in ***. Upon my discharge from ************ rehabilitation center in ******** I was sent home with its a wheelchair was told that several items would would be delivered to my home to facilitate my recovery. A bath seat, a raised toilet seat and a ****** were at my home before I arrived home. I did not pick this equipment nor did I sign any contract for the service. The first several times I tried to inquire about the equipment I was shuffled from person to person and then when I told them I was NOT interested in their equipment I was hung up on by customer service. I immediately called my insurance company where I was informed they were being charged $59 per month for a wheelchair rental!! I priced the exact Drive wheelchair and it retailed for approximately $150 USC. This amount of overcharging is abysmal by any means. When I finally got to a person who was aware of my situation, I demanded they pick up this unused chair. Reluctantly the customer service person scheduled a pickup of this equipment and upon pick up was given a return receipt. Please note that I was never given any option to choose which equipment that I wanted nor did I given ANY receipt when they left items at my door. Id like to know WHY a health care equipment company does not care that EVERY review of their services is in the Negative. Why doesnt a organization like BBB accredit this company? This company continues to charge Me now for retuning their unwanted equipment. This company is a SCAM and unfortunately the insurance companies, Hospitals and others are complicit in this SCAM. Thus the prices for healthcare skyrocket. Ive been a NYPD Detective for over fifteen years prior to my stroke. Ive seen all types of scams and confidence games, but this one is one of the worst as most VICTIMS of this scam cant advocate for themselves.

    Business Response

    Date: 07/18/2024

    The ******************************* will contact the patient and get the issue resolved.

  • Initial Complaint

    Date:06/03/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Landauer MedStar ordered my sleeping machine supplies on 03/30/2023 last year. Their business name is adapthealth. The supplies were covered 100% by my insurance (the business Landauer MedStar and adapthhealth stated in their email and confirmed the 100% coverage by insurance and zero cost to me as well). However, Landauer MedStart kept charging me $1.61 each month for no reason, although I contacted them many times trying to resolve this without a success. Now they charged me late fee and added to total amount $31.31 and threaten me to collection service. I demand the business to stop the harassment immediately and waive the so called outstanding balance $31.31. My account number is *******. Their billing contact is **************. Their business address is Landauer MedStar, ****************************************.

    Business Response

    Date: 06/11/2024

    We apologize for any inconvenience this may have caused. Upper management is reviewing the patient's account, and we will reach out to the patient once completed. 

  • Initial Complaint

    Date:02/20/2024

    Type:Delivery Issues
    Status:
    Answered
    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 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

    Date: 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

    Date:01/17/2024

    Type:Billing Issues
    Status:
    Resolved
    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 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

    Date: 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 Answer

    Date: 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

    Date: 01/31/2024

    We have been in contact with the complainant and this case has been resolved. 

    Customer Answer

    Date: 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

    Date:01/03/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 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

    Date: 01/08/2024

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

    Customer Answer

    Date: 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

    Date: 01/09/2024

    We have received the complaint and have opened an investigation to address the expressed concerns.  

    Customer Answer

    Date: 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

    Date:09/13/2023

    Type:Product Issues
    Status:
    Answered
    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 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

    Date: 09/19/2023

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

    Customer Answer

    Date: 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

    Date: 09/27/2023

    Thank
    you. We have received the complaint, and we are working on this to get it resolved.

  • Initial Complaint

    Date:07/11/2023

    Type:Billing Issues
    Status:
    Answered
    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 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

    Date: 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 Answer

    Date: 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 Answer

    Date: 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

    Date: 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

    Date:07/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    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.

    Business Response

    Date: 05/08/2024

    This BBB complaint was resolved for this patient back on August 15, 2023. 

    Upon our investigation we informed the patient, and the billing mater has been resolved.  Thank you for your time.

    Patient: ******************************

    Patient *********

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

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