ComplaintsforXMed Oxygen & Medical Equipment

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Adapthealth made an unauthorized debit of $472.22 from my checking account on 08-09-23 that resulted in $81.00 in overdraft fees. The company did not seek prior authorization for the debit. A billing department representative said the $472.22 will be refunded but they will have to review the request for refund of the $81.00 bank charges. The representative also stated an error was made and invoices that should have been sent to my insurance company were not, instead the invoice amount was debited from my account without my knowledge or consent. I was denied a request to speak to manager and placed on and the call was disconnected. Since this is an error made by XMED ************************************************ I should not have to incur theses three overdraft fees totaling $81.00. I can provide screenshots of these overdraft fees if needed or provide verification of such from my bank. I am requesting full refund of the unauthorized debit of $472.22 & $81.00 overdraft fee.

  Customer response

  08/21/2023

  Im sending copies of the initial charge $472.22 and the three overdraft charges of $27.00 each. 

  Business response

  09/26/2023

  We apologize for any inconvenience caused to the consumer.  We have refunded the consumer $472.22 on August 21, 2023.  A copy of the refund receipt will be sent to the patient by mail.  A separate check for the overdraft fees will be mailed out to the consumer.  

  Customer response

  09/28/2023

  Complaint: 20500546
  
  I am rejecting this response because: I still have not received the $81.00 in overdraft charges incurred as a result of the unauthorized debit of my account. I have attempted to contact ********* at ************ twice. The phone is not answered and no voicemail option given. 
  
  Regards,
  
  **************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It has been 3 years and they continue to bill me for my CPAP device, which should have been for only one year initially. They will tell you that it is your last bill and you own it, then start billing you again. All billing is outsourced in *****, and ******* uses a script that cannot help you. I called the local and get no where, they just tell you they can't help and then put you on hold. Specifically, they have been billing me $9.95 each month since the summer of 2020.

  Business response

  06/20/2023

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

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This business keeps sending *********** I have not ordered. And they keep billing me $39.27 on top of the order and I have no idea what it's for. These supplies are for my CPAP, which I do need but not every two months. I've called them to take me off their "auto refill". At first they said they would, now when I call, they find out what I want to talk about, put me on hold, and then won't answer. They used to just call every three months to let me know my insurance qualifies me for certain supplies, I ok the order and they send it. Or, if I needed something I could call and order. They had an app I could do all this with, but it no longer works with their company. They send more than what I need. I just moved and haven't given them my new address, but they still sent supplies. I don't want an "auto refill". I have never wanted an "auto refull". In fact, I now order my face mask on Amazon because it's less expensive. These people are driving me crazy.

  Business response

  03/30/2023

  
  We apologize for the inconvenience we will review the patient's account and contact them via phone to resolve.

  Customer response

  04/04/2023

  Complaint: 19634174
  
  I am rejecting this response because: No one has contacted me, and they just sent me another bill for $60 with no explanation. So that's a (about) $100's worth of payments this month and last month I don't owe, and they have not explained. I'm not paying it. I sent back the last supplies they sent me via UPS. 
  
  Regards,
  
  ***************************

  Business response

  05/25/2023

  We did speak and work with the consumer regarding the invoices that he received from our company.  The balances were adjusted to $0 since the supplies were returned.  We apologized to the consumer for the inconvenience that we caused.

  Customer response

  05/26/2023

  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. I am sure this was just a mix up, I probably got lost in the shuffle at some point and the resolution the business responded with is 100% acceptable. I am very satisfied with the resolution. They were courteous, kind and professional in their response. It was immediate and effective. I will keep doing business with this company (5 years and counting) because they cared enough to find a resolution. 
  
  Regards,
  
  ***************************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered my CPAP re-supply on October 3rd, it is almost 2 months now and the company has refused to send my medical supplies even though they confirmed that I do not owe them any money. Week after week, they give various excuses and make promises that it would ship the same day.With this much complaints against Xmed in the *** and all over the internet, why is this company still allowed to operate, what is the State ************************* doing about it?I actually found reviews of this company online while looking for the BBB site to file a complaint. They are the worst and should not be in any business, especially health care related business. I re-ordered my CPAP supplies about 2 months ago and still do not have it. Each time I call, I get a different excuse, non that can hold water. They always end the call with a promise to rush out the delivery today, but the next time I call back to check on it they either don't have any record of me calling or they will say they see here that the customer called to cancel the order. I suspect they do all this to buy time because they do not have the items in stock, still waiting for their boat coming from *****, but they won't tell you that so you don't take your business elsewhere. I urge everyone to file a complaint with the Better Business Bureau, perhaps the State Attorney General can eventually take action to put them out of business. They clearly should not be in this line of business.

  Business response

  12/01/2022

  We apologize for any inconvenience and have escalated to upper management for resolution.

  Customer response

  12/03/2022

  Complaint: 18456633
  
  I am rejecting this response because:

   

  That is the standard response they give everyone, there is no upper management and they are not escalating anything to anyone. The scammers need to be put out of business, especially that they are in a health care business where people's lives could depend on them.
  
  Regards,
  
  *******************************

  Business response

  12/07/2022

  Per the branch manager: The address these items were shipped to is a military address, they are in transit. I will call to assure him and verify they are in transit. 

• Initial Complaint

  03/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a Hip Replacement surgery on October 19, 2020 at Medical ************* in **********, *****. As I was being discharged they gave me a ******. No one said what **mpany it was or gave me a choice on anything. I received a **** for the ****** for $40 my ** pay from my health insurance **mpany at the time AmeriGroup. I paid that **** and yet I have received numerous bills saying I have not paid and adding fees. I have called this **mpany twice to see what the problem is and they said i have a "0" balance. Under my name and ac**unt number of ****** I do not owe the **mpany anything, and their mailing **mes from ***************. Now they are threatening by mail to turn me over to **llections. Please help me resolve this.

  Business response

  03/21/2022

   

  We apologize for the inconvenience you have encountered, a team member from our corporate compliance department will review your account and will reach out to the patient. 

  
  

  Customer response

  04/11/2022

  Thank you for the inquiry. This issue has not been resolved. I just received another letter from a collector. It is enclosed in this email

  Business response

  04/11/2022

  Good afternoon, 

   

  I have submitted the attached file to our escalated billing department to  look into further,  I currently do not show you have any open balance with our company.  

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In April 2020 I was diagnosed with Sleep Apnea and prescribed a **** machine. Doctor directed me to Xmed Oxygen and Medical Equipment who fit me with a **** machine and supplies. At that time, I had *************** through my employer, but three months later in July 2020, my employer changed insurance companies to Cigna. Under Aetna guidelines, I would own the machine after 10 monthly payments. Aetna paid two months of payments before I was enrolled with Cigna. Under Cigna guidelines, I would own the **** machine after only SIX monthly payments, and the two payments made by Aetna would be counted towards that if XMed requested what is called a "transition". XMed did NOT seek that transition, but instead billed me directly. I paid Cigna's third party billing company, CareCentrix, $194.58 on 5/17/2021 representing two months **** rental, and XMed $228.45 on 8/13/2021 for two months **** rental and **** supplies. With those payments AND the two payments Aetna paid, my full six months should have been paid had XMed requested a transition. Not my fault that they did not. I have tried to resolve my balance with XMed since February of 2021. When phone calls didn't work, I escalated the matter to a manager via e-mail but he eventually stopped responding. I received multiple collection calls and each time I told them to stop. I eventually got the name and address for the Agent for ******* of ******* for XMed on the ***** Secretary of State website and sent him a letter disputing the debt -- again with absolutely NO RESPONSE. NOW, I just received a **** from a DEBT COLLECTOR for three months of rental at $68.00 a month for a total of $204.00. I called the debt collector today and once again disputed the debt, but I don't believe that will stop this madness.

  Business response

  11/26/2021

  Thank you for reaching out. We did receive form. We are in the process of reviewing account and will contact patient to assist with a resolution. 

  Customer response

  11/30/2021

  Complaint: 16120243
  
  I am rejecting this response because it is not an answer; they are just saying that they will review it and contact me directly.  I don't want this complaint to close until this is resolved completely.  Also, based on their blatant refusal to respond to my prior e-mails and letters, I believe this is just another instance of them stalling.  I will continue to keep this open until it is resolved.  

  
  Regards,
  
  *****************************

  Business response

  01/19/2022

  Good morning  
  
  We have contacted this patient to assist in resolution. 
  
  Patient has no further outstanding balances and account is closed.
  

  
  

  Customer response

  01/19/2022

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ask them to just process one payment if ***** they put me on ************************* acct and did over ******auto payment they will not remove my husband credit card ending in 7216.They have the equipment back and still refusing to removemy card.Tgey said the insurance paid it in full and they still taking my funds.

  Business response

  07/14/2021

  Thank you - We will review the concerns and reach out to the patient to assist.

*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. ↩