Complaints

This profile includes complaints for Help Medical Supplies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Help Medical Supplies

  1441 Broadway Ste 5059 New York, NY 10018-1905

• 

  Help Medical Supplies

  1501 Broadway Ste 12008 New York, NY 10036-5601

• 

  Help Medical Supplies

  57 W 57th Street Suite 335 New York, NY 10019-2802

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:05/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 portable oxygen concentrator I purchased in December was not working properly after 2 months of use. Returned to company for warranty service on March 10th. It was finally returned 2 months later and the problem was not on not fixed it was actually worse. Original problem was concentrator was not delivering oxygen on every breath when delivery output was set higher than 3 L/minute. When returned it was not delivering oxygen on every breath no matter what setting it was on. Called to report the problem and was told I would receive a call from the technician and have not heard back from them. I this equipment so I can leave the house and maintain proper oxygen levels

  Customer Answer

  Date: 06/21/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Help Medical Supplies regarding complaint ID ********.
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  Date:05/10/2024

  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.

  I placed an order for a compact portable oxygen machine on 5/2/24 on a Thursday. The *** told me I should get the machine by Monday because I was confined to the house and need it quickly. I asked about getting it by Saturday and they informed me Id have to do expedited which was some where around $200.00 extra. The *** told me it should be there by Monday. I never got it so I looked locally and found one. When *** came Wednesday I told them I no longer needed the machine so they took the package with them. I contacted the company by email letting them know and was informed there would be a 20% restock fee which will be somewhere around ****** The *** did not tell me this when talking to her by phone. I can understand a small restock fee but ****** is over board. This company didnt get the unit to me at the date they told me so therefore I shouldnt be charged this excessive fee.I have lung cancer and my life depends on having this oxygen unit. This is why I had to get one locally sooner.

  Business Response

  Date: 05/14/2024

  This order was placed on 5/2/24 and then processed and shipped out on 5/3/24 via *** #******************* Any order that is placed that is over $99 we offer free ground shipping for. If the customer would have liked to receive the order on Monday they would have had to pay for expedited shipping as it can take 5-7 business days for an order to arrive in ********. They would have had to request and pay for expedited shipping but did not do so.

  Attached is a copy of their order page and email correspondence as well as our shipping and returns policy. The order page shows a timeline of the emails they received such as order updates. They were also sent tracking to track the order when it shipped which would show the estimated delivery time. 

   

  Please follow the below link to review our online shipping and returns policy

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

   

  Customer Answer

  Date: 05/14/2024

  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:Answer Here]

   There was no resolution to my complaint. 
  my phone was on speaker and my family heard the conversation. Again, I was told my oxygen unit should be there by Monday. I was the one who mentioned expedited services and was told it would be almost ****** and it would get there maybe a little earlier so we decided against it. 
  I have lung cancer and had to find oxygen services else were. $635.19 is a ridiculous amount of a restock fee and wasnt mentioned by the *** when I ordered the unit. This company is treating the sick and elderly very wrong. I have since read the reviews and Im not the first. This company should be shut down.

   

   

   

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

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

  Business Response

  Date: 06/12/2024

  Again, we have submitted proof backing up everything that we have stated here. If you card company relayed incorrect info to us you would have to take it up to them as we are responding to what was submitted to us on your behalf.

  You may disagree with our returns process but it along with any fee that may be charged is available to review on our site and you were charged per those guidelines.

  Customer Answer

  Date: 09/17/2024

  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:

  [Your Answer Here]

  This is **** daughter, ******** ******

  He is very sick **** ******* We just want to be left alone by this fraudulent company. 
  He is dying so please just stop

   

   

   

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

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair 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.

  January 18, 2022. I purchased an oxygen concentrator that I was told was new. In August of 2022 the machine began alarming. When looking for the serial # for reference when I called the company I found a regenerated sticker. This was not a new machine. When I called and told them about both problems I was told there was nothing they could do but extend my warranty as if it was new. I sent it to the company and they have sent it out for repair. It could be sometime before it is returned. I am not happy about the fact it was not new when I was told at purchase it was. Now I have to cancel all travel plans as I cannot fly nor sleep without this machine. The packing slip I have sent shows that someone from the company even indicated it was to be a new unit, though they have pre certified as the description. The notation of Help Medical is my writing for record. **** has been quick in responding to me about sending it out. My complaint is with the deception that occurred in the beginning.

  Business Response

  Date: 09/19/2022

  This machine came directly from the manufacturer so if it was recertified we were unaware. 

  If the customer would have called right away we could have addressed the issue but being it is 8 months later and new units are out of stock due to the worldwide shortage on parts the only thing our company can do is send it out for repair. The unit is under warranty until January **** and we will honor any repair needing to be done up until that time.

  Customer Answer

  Date: 10/04/2022

  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]

  
  

   

  
  

  I would just like to state that the reply from Help Medical was not sufficient. I would assume that they know what is and is not being shipped to a customer. At this point my complaint is that I am offended by their response that if I had caught it 8 months earlier they could have done something. I had no need to check the bottom of the machine until I was writing down the serial number before calling the company in case they asked for it. I was under the assumption that this was a new as purchased.

  They want to know why I did not catch this sooner? I ask them why they did not , and at this point are unwilling to accept any responsibility for selling me a used machine when I was told it was a new machine I was purchasing.

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 01/05/2023

  We contacted the manufacturer regarding this when the unit was sent back for repairs and they are sending a new unit to us for the customer. It is going to take a few days to get here according to our rep.

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  
  
  I would like to know what they consider as new. Is this another regenerated unit being sent by the company. I would like to know before accepting this resolution. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me if the above question is answered.
  
  
  
  Sincerely,
  
  
  
  ******** ******