Business Profile

Medical Equipment

CCS Medical

Headquarters

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Complaints

This profile includes complaints for CCS Medical's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

47 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:04/23/2025
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.
On 02-24--2025, I paid them $53.58 copay that they said I owed for sensor. I received the sensors on 03-24-2025 it took them a month to get me. I've called them several times and the wait was ***** min each time. When I got my explanation of benefits, it showed that I did not owe the copay they charged me, so I called again, another 30-minute wait to talk to someone, and then they transferred me to billing, which stated that I would have a 1-hour and 30-minute wait. After another *********************************** I had a 1-hour and 30-minute wait.This company's customer service is deplorable, especially if you have a problem with billing. You won't be able to talk to anyone.I regret that I ever used this company and will not use them again. Their billing to the insurance is done through ****************, which I believe is their sister company, but could be wrong.
Customer Answer
Date: 04/26/2025
I just received another email requesting HIPPA release form I emailed it to you on the 04/24/2025 if you need it again please let me know.
Best regards,
****** *****
Business Response
Date: 04/29/2025
Please see the attached business response.
Customer Answer
Date: 04/29/2025
I have corrected the mistake I made on the ***** and emailed it to you please send the update to ccs medical so they can provide information on this matter.
Customer Answer
Date: 05/02/2025
I have attached the corrected HIPAA form. On 04/29/2025 I received an email stating that that amount will be refunded as of yet I haven't received it. but once I'm able to confirm it with the bank I will then consider the matter closed and mark it as such.
Customer Answer
Date: 05/02/2025
I am rejecting this response because: I have attached the corrected HIPPA on 04/29/25 I received an email stating that the amount had been refunded as of yet I have not seen it but if or when I do, I will consider the matter closed and mark it as such
Business Response
Date: 05/05/2025
Please see the attached business response.
Customer Answer
Date: 05/05/2025
I am rejecting this response because: I don't know what happen but on 4/29/2025 upload the co.rrected HIPPA but today I received an email that they were now going to mail me a check beginning of June as they were not able to refund me back on my credit card. If i ever do get my money back I will consider this matter closed
Customer Answer
Date: 05/13/2025
On 05/13/2025 I received a check for the amount owed and consider the matter settled satisfactory and would like to close this complaint as such.

Best regards

****** *****
Initial Complaint
Date:03/06/2025
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.
Around Jan. 7, 2025, I submitted my reauthorization for my pump supplies and CGM. I have been a customer with CCS for about 6 year -since the time I upgraded my pump from Medtronic to Dexcom/T-slim. I have not had any issues with *** prior to this, but once this situation is finally handled I WILL NOT deal with them again. I have a $750 deductible for my insurance and I always have medical companies bill me due to the large sum and the speed at which my deductible is met. Without receiving a receipt or my medical supplies, CCS overcharged my credit card $1975. I was not aware of this charge until I went to pay my monthly bill. This was at the end of January. I was told that I okayed the charge, which is a lie. The employee has no proof of this since no receipt was sent, which ever company provides when a bill is paid. In fact, I didn't know my cards were kept on file, which he then deleted despite my need for the refund. I had to provide him my credit card information again. To summarize the frustration and incompetence I have endured- I have called over 5 times with wait times ranging from 1 1/2 hours to 30 minutes. I was told it would be refunded and it was not. I called my credit card to have them get involved- they credited my account so I wouldn't accrue interest. THEY were able to get $1,225 dollars returned but *** is still holding and refusing to refund the other $750. I have asked for this to be escalated 4 days ago and I have yet to hear back from anyone. I have shown proof that blood work that was completed on Jan 3 met my deductible and I have confirmation that my insurance sent CCS the money for the final $750 on Feb. 19th. The customer service provided in billing is passive aggressive and snarky. It is beyond frustrating when as a person with a chronic illness has to go through these types of situations. This is not a small amount of money, especially during this economy. I am disgusted by their lack of care, and their woeful incompetence.
Customer Answer
Date: 03/06/2025
I have signed the ***** form so my health ***************** can disclosure information concerning my complaint
Customer Answer
Date: 03/14/2025
Hello,
I wanted to provide my explanation of benefits for the CCS medical order. It has the three orders and shows clearly that I do not owe anything. I have not heard back from anyone and I am not able to get through to CCS now due to over an hour wait on multiple days.
Is here any feedback you can provide me or do I need to pursue another avenue to get my $750 back from this company?
thank you.
Business Response
Date: 03/18/2025
Please see the attached business response.
Customer Answer
Date: 03/19/2025
I am rejecting this response because: this was no response at all!! I signed a release for the ***** on the same day I filed my complaint as well as shared my Explanation of Benefits showing that they have been reimbursed for my diabetic equipment on February 19th. It is March 19th and I have yet to get my refund. This is criminal and a disgusting business. It takes a lot of ignorance to overcharge a patient then slow walk the refund. Shame on them! They are incompetent!
Customer Answer
Date: 04/03/2025
I am rejecting this response because: It was not a response at all. This company is horrendous with their communication and customer service. They are arrogant and do not have the ability to correct their mistakes or issues in a timely manner. I finally received my refund of $750 on 3/28 which was over two months when I first spoke with them and over a month when they had their money from my health insurance. They also sent a weak letter of explanation that left out all of the issues that would point to their faults. They backed one of the worst customer service employee I have ever dealt with. They hid behind their website which is designed to limit interaction and smooth use. I WILL NEVER USE THIS COMPANY AGAIN! They have forgotten that they work with medical patients and they have a self-centered corporate mentality. They DO NOT care about their customers and there are at least 6 other ********************** supply companies to pick from. The CEO, corporate leadership, and board needs to be replaced. They represent the worst of our market and place greed over service.
Business Response
Date: 04/15/2025
Hello Dispute resolutions department,

We received your correspondence for case # ******** on March 17, 2025 and sent you a fax on March 18, 2025, March 21, 2025 and April 13, 2025 requesting ***. The *** release that was received is for Highmark Blue Shield not CCS. A *** authorization must be completed and signed by the patient for *** and returned to us.
If you have any further questions, please feel free to contact me.

Thank you,
***** ********
Customer Experience Administrator
Customer Answer
Date: 04/15/2025
I am rejecting this response because: It would be hard to fax me a form when I do not have a fax machine. This company does not have the moral fortitude to be in the medical supply business. The only communication I will accept at this point is that they are sorry for the overcharge and the delay in my refund. I will not accept any statement that is a blatant lie.
Business Response
Date: 04/15/2025
Please see the attached business response.
Initial Complaint
Date:01/07/2025
Type:Customer Service 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 have been an extremely satisfied customer with CCS until now. I am a retired Type 1 insulin dependent healthcare provider and I could always depend on them contacting me via both telephone and e-mail to remind me to re-order my insulin pump supplies and my glucose sensor supplies. I have been a Type 1 diabetic since 1957, so I am more than well- versed in the field of diabetes, its complications, and its long-term management. When I call a supplier of medical equipment, I expect them to be courteous and contact me either by e-mail or by telephone when insurance coverage has been ok'd and the order has been shipped. Now, after 3 different phone calls and 25 to 30 minute wait times, I'm told to call again to check order status. I'm told they can't either call me back or even e-mail me. That's part of their **** job! I told the representative I spoke with that their service has really become bad. And don't let them tell you they don't have time to contact you. I always had and made plenty of time to speak to patients when they were in need of help. No one, and I repeat, no one is that busy. If these people can't extend some semblance of courtesy and caring to those who provide them with their means of existence, then perhaps they need to re-evaluate their method of operation.
Business Response
Date: 01/16/2025
Please see the attached business response.
Initial Complaint
Date:12/27/2024
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 put in an order the 1st week of November for my diabetes supplies which went thru or so I thought only to be told in December that I needed a new perscription! They should have to me this the day I place the oder because I can walk to my doctor's office and It would have been faxed in like 20 minutes! I still do not have my supplies on December 27th and last week when I asked them if they could over night my order I was informed I would have ti pay for it even thou CCS Medical is totally to blame for not telling me about the perscription needing to be updated! This is why I left ****** and went to ****************** because CCS medical does not care about the health of their patients they only care about the almighty dollar!
Customer Answer
Date: 01/12/2025
Here is a signed release!
Business Response
Date: 01/28/2025
See the attached business response.
Customer Answer
Date: 01/29/2025
I am rejecting this response because: I called at the end of October so I could have had supplies to take me thru the hoildays someone should have to me about the perscription then so I could walk a block from where I live to get the percription from my doctor and have it faxed over the same day not wait until 3 weeks later to tell me! CCS let me down and because of them I went to *******************
Business Response
Date: 01/29/2025
See the attached business rebuttal response.
Customer Answer
Date: 01/29/2025
I am rejecting this response because: They should have told me in October When I called the 1st time instead of dragging it along for over a month I was with a reader for 6 weeks!
Initial Complaint
Date:10/07/2024
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.
Wasted well over 12 hours trying to get a receipt for a payment for supplies. Have spoken with over 8 people in "customer service" and "billing" and still unable to get an itemized receipt for medical supplies to submit to my insurance company. Most recent agents I have dealt with: *** 10th - *** in Billing October 1st - Patient Support: ***** October 7th - **** in Billing Complete inability to execute the most basic function of a business, and their web portal has no ability to deliver a receipt for payment or even look one up! Web applications could do more than this last century.
Business Response
Date: 10/08/2024
Please see the attached business response.
Customer Answer
Date: 10/11/2024
I am rejecting this response because: Business states they have attached a form to send back that was not attached. Just more delays and inefficiency.
Business Response
Date: 10/15/2024
Please see the business attached business rebuttal response.
Initial Complaint
Date:09/13/2024
Type:Delivery 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.
7/31/24 spoke to an agent to send my glucose sensors. Was told I had no copay for these. Receive a bill for $1020. Billing is lying and telling me that no one told me that but I have a clear email stating I spoke to a *** that day On 07/31/2024, I see that we spoke with you and verified that your orders would auto-ship, the billing on the account had been updated and your order shipped that same day with no copay due. Wouldnt have ordered if I knew how much it cost
Customer Answer
Date: 09/15/2024
***** form requested
Business Response
Date: 10/08/2024
Dear Dispute Resolution Department,
CCS provided a response to the complaint via fax on October 2, 2024, to the BBB of **************** with confirmation of receipt by the BBB.
Best regards,
**** ******,
Customer Experience Manager
Business Response
Date: 10/08/2024
Please see the attached business response.
Customer Answer
Date: 10/08/2024
I am rejecting this response because: I was never told about the $1000 deductible. You can see via the email I received it states my items would ship 7/31 with NO COPAY. When was I told about the deductible. Thats right I was not and that was verified via the email I attached to original complaint. I see that we reached out to you on 07/23/2024 to inform you but got your voicemail and left a message. On 07/31/2024, I see that we spoke with you and verified that your orders would auto-ship, the billing on the account had been updated and your order shipped that same day with no copay due. You cannot tell someone on the phone that theres no charge then bill them $1020. I dont have that kind of money laying around. I would not have placed order otherwise, as I mentioned in my emails. I cannot afford this. And this amount was never told to me. What about all the bills regarding no surprises in medical care. That is your job to confirm benefits and tell the consumer before providing the product.
Business Response
Date: 10/16/2024
Please see the attached business rebuttal response.
Customer Answer
Date: 10/16/2024
I am rejecting this response because:
I was not informed of this balance when agreeing to items being shipped. I was told and you have NO COPAY. You have recordings and are lying. I wouldnt have agreed to shipment if I knew I would owe 1020$. I cannot afford this and cannot make payments. I am a single mother living paycheck to paycheck and I cannot afford this. I wouldve never agreed if I wasnt told on the phone that there is no copay.
Customer Answer
Date: 12/03/2024
Company continues to lie despite this email that I was advised I had no copay. Their site clearly states they will disclose. I told them once I saw the bill I couldnt afford and wanted to return but company ignores me repeatedly. So now Im stuck will bill I cant afford
Initial Complaint
Date:09/03/2024
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.
I have problems getting my pump supplies from Ccs Medical. The last time the were shipped was in April. I have called repeatedly to have my supplies sent to me. At first it was doctor's notes were needed, then insurance was holding up order. Then it went to you owe us money. Now again it is back to insurance holding up the authorization. I am on ******** Star Plus. I don't need a prior authorization. I have spoken with my insurance to confirm. I was with CCS Medical once before and they did the same thing. But right now I have no other choice but to use them because the pump I have is so new and only them and the company have the supplies or I would have done left again. I am out of pump supplies and have been reusing what I have.
Initial Complaint
Date:08/11/2024
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.
CCS medical charged me twice. Once for $630.00 and once for $390.00 for insulin pump supplies and CGM supplies. These items were covered at 100% by insurance and my credit card was still charged for these two amounts and within one week! I would like a refund for the total.
Business Response
Date: 08/14/2024
Please see the attached business response.
Initial Complaint
Date:07/01/2024
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 have been trying for more than a month to have my daughter, ***************************, Continuous Glucose Monitor supplies sent out. I made it clear that her previous insurance expired 6/30/2024 and new insurance was effective 7/1/2024. They had not sent her CGM supplies for 3 months and they should be sent monthly. Her endocrinologist helped with supplies while waiting on CCS Medical. They asked for a NEW prescription from her endocrinologist which they received on 6/19/2024. They never released the prescription. When they finally released something on 6/26/2024 for me to authorize online, it was the wrong thing. It was for Dexcom G6 transmitters which she is ineligible for until October 2024. Regardless, her new RX was for the Dexcom G7. They never processed this prescription and never submitted through insurance. They are now STARTING this process today for the G7 in which I have a 50% cost share, as opposed to them being covered 100%. I will pay it going forward but this is THEIR error and it should have been processed correctly under the insurance that expired yesterday at 100% coverage. I am refusing to pay this because I have been trying to have this done since early June with no success.
Business Response
Date: 07/26/2024
Hello Dispute resolutions department,

We received your complaint for case # ******** on July 12, 2024 and Efaxed the attached request for a PHI release from the BBB of ******** Texas on July 12,2024 and have not received a response to date. We also have confirmation of receipt of the fax to the BBB of Texas.

As this is a medical-related complaint, Federal HIPAA laws require a signed Protected Health Information (PHI) release. A PHI authorization must be completed and signed by the patient and returned to us. If someone other than the patient is signing the authorization Proof of authorization (i.e. ***** of ********* Court order, etc.) must be provided with the release.

Upon receipt of a completed and signed (PHI) release from the patient, allowing CCS to release the patient's information to the BBB we will be able to look into this matter further.

If you have any further questions, please feel free to contact me.

Best Regards
Customer Experience Manager.
Initial Complaint
Date:06/28/2024
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 was diagnosed with type 2 diabetes in 2000. I am insulin dependent. In early March of 2024, I completed a survey online about a Dexcom G7, which is a continuous glucose monitor. I was subsequently contacted by a customer service representative from ******************** out of a satellite office in **********, **. The woman I spoke with at the time assured me that I had no co-pay for the devices, after I provided her both my ******************* Advantage information. Both *********** home health aid were on the call at the time. I am a disabled senior, with a severely tight fixed income, so if the products were not covered under my health plans, I would NEVER have agreed to take the products! She said, "I have great news for you, ******************! You have a zero co-pay for the Dexcom!", so I signed up to start using the **** I used the monitors for 2 months, before I recieved a bill in the mail for $110.02. My aid & I immediately tried calling CCS Medical, but were on hold for almost an hour & then passed to about 5 different departments, before being reconnected with the original lady we spoke with that day. It was a nightmare. Finally, the last woman we spoke with was very apologetic & told us to disregard any future bills that came in the mail. It was a relief until this week, when I received a new bill for an additional $52.33. As I sit here today & write this complaint, we have been on hold with the billing department in ******, **, for an hour already. This company is extremely unethical! As you sit on hold, the recording even asks, "Unsure if you qualify?", "Allow our healthcare professionals to help!". They'll help alright. By lying to seniors & signing them up for products that aren't covered by their ******** plan. It's outrageous!
Business Response
Date: 07/01/2024
Hello Dispute resolutions department,

We received your complaint for case # ******** on July 1, 2024. As this is a medical-related
complaint, Federal HIPAA laws require a signed Protected Health Information (PHI) release.

A PHI authorization must be completed and signed by the patient and returned to us.

Upon receipt of a completed and signed (PHI) release from the patient, allowing CCS to release the
patient's information to the BBB we will be able to look into this matter further.

if you have any further questions, please feel free to contact me.

Best Regards

*********************
CCS Customer Experience Manager

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CCS Medical is NOT a BBB Accredited Business.