Complaints

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:03/05/2024

  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 would like to report a company called 3M/KCI, this company has been a nightmare I was admitted to **************** on Feb/19/2024 it was on a Monday I was in the hospital till February 28 the social worker taking care of my case her name is ******** and the person taking care of my case in 3M/KCI medical equipment is **************** went in the hospital due to a surgery and I got an E. coli infection. I have to be sent home with a Wound Vac for two months due to my surgeon till this day we are on March 5. I have not received Wound Vac to my house and this lady ******* has an excuse every time we call her she even has an excuse with the social worker that shes missing more documents when all the documentation has been sent from the doctors to a family doctor, he was able to get me a wound VAC and he installed it after I left the hospital on Friday yesterday, March 4 he removed the wound VAC to check my belly button area and the machine removed 150 cc of puss out of my abdomen if this machine wasnt installed, I wouldve been back in the hospital with infection again, and my life wouldve been a risk there there has to be measures done for these companies that do this because things to a medical doctor that I have in my family. I have the machine on and I didnt have to go back to Hospital, but this is crazy for people that go through this that could die because of negligence of a company that does not do the job.KCI LLC ******************************************************************* Tl# *****************

  Business Response

  Date: 03/05/2024

  BBB Letter Responses
  
  Thank you for notifying us of this consumer's concern . We value customer satisfaction highly and will review and assess any actions required, communicating directly with the consumer.
  
  We cannot acknowledge whether this a customer due to health care privacy protections. As a health care provider, we can only share details of any customers health care record or protected health information with written authorization and a documented release authorization on file from the patient directly, per HIPAA regulations.
  
  3M
  Customer first team/MSDTell us why here...

• Initial Complaint

  Date:08/21/2023

  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.

  I had a metatarsal removal in Oct 22. the wound was left open to heal and dressed with a KCI wound vac. Home health provided care 3-4 times per week. By November 22 KCI provided NO supplies necessary for the proper function of the device. I called, nurses called, my surgeon faxed - I even spoke with a regional sales manager who promised to send supplies. This went on until April 23. I also received two calls and a letter threatening a $20k bill for the device even though it was supposed to still be in use. I and my insurance have been billed for a device that was not useable without the requisite *******. Clearly a breach of agreement and obvious negligent malpractice. (Reminding KCI that they have responded to complaints here that they are a health care provider) though Ive been told on the phone youre just a medical supply company twice. Damages as a result now include being wheelchair bound, weekly wound care, additional surgery, and a wound remaining open even now a year later. And ** getting collection letters even though *** voiced my dispute to you without resolution. The resolution I seek is a refund to both I and my health insurance for all amounts after supplies were not provided. Your device is not functional without supplies and therefor had no patient value. I, my surgeon, and six nurses can provide you that date and their chart notes mentioning their requests. If I have to move forward I will seek actual and punitive damages. You might want to make contact with me very soon. Admit your massive error and do whats right.

  Business Response

  Date: 08/21/2023

  Good afternoon,

  We are very sorry to hear this news. I am currently creating a complaint on your behalf and this will be sent to all corresponding departments for review and resolution. Your customer first number is reference number CF#*******.  

  Sincerely,

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

  Customer first 

   

• Initial Complaint

  Date:05/01/2023

  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 contacted KCI (now a part of 3M) myself at least a dozen times, as well as had my home health agency Empath, and my doctors, ************* and ********************* contact them via phone and fax over the course of several months. They supply my wound vac and supplies needed for for a life threatening wound and infection that I am fighting. However, each time I contact I am told my account is frozen/discontinued and further action is needed by my doctors who have provided all information needed countless times. I am then placated and told I will be sent a courtesy order that never arrives on time. I then go without necessary medical care this company is supposed to be providing supplies for, because they do not send me the supplies needed. Most recently, on a recorded call today at about 4:00pm I was transferred to a manager who told me that no department is taking responsibility for resolving my account and there are so many faxes and notes and calls recorded but yet nothing is being done and he is unable to assist since it is out of his departments control. I would like for this to be resloved and to be contacted by the company with resolution so that my medical care can be provided. No new contact number is provided and I am told they will need to communicate internally, however, it has been months of internal communication with no movement or resolution to my account.

  Business Response

  Date: 05/01/2023

  Good afternoon,

  We are very sorry for the issues you are having. We have a team that reviewed this request to re open your account, however we were showing to not have the correct information in order to be able to do this.  I have sent this over to the team that handles these request and have added the supervisor and lead to please review and make sure all accounts are properly being reviewed and to please call you with status.  I have created a complaint on your behalf the reference number is CF#*******.  Supervisor for this team is ************************* and Lead is ******************************** 

   

  Thank you,

  Customer First Team

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

  3M

  Customer Answer

  Date: 05/11/2023

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

• Initial Complaint

  Date:11/09/2022

  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.

  KCI USA, **** has sent my claim to collections after it had been paid in 2020. They sent another collections letter claiming my health insurance never paid the claim. It has been faxed to them from my health insurance and even myself after explaining the claim# and amounts were paid on 09/14/2020. To receive a letter from another collection agency on 11/07/2022 (almost 3 years letter) came as a shock because all forms were sent. Yet they continue to claim they never received it. When I asked the collections agency ******************** **** formally known as ********************************, **** if they had an email so I can forward them the information, they said no you can only fax it. Which I prefer email because it will leave a paper trail and to show proof and time stamp when the information was sent. I explained the proof that the claim was paid was sent in February of 2021. I find it disturbing that I'm giving them the proof that my claim was paid but they want more information and another EOB to show them. How many more times am I going to continue to receive collection letters that my bill was never paid when it was. If they would call my health insurance company, instead of vice versa, they would get the information they need to resolve this matter instead of leaving it up to me. KCI USA, ****, used another company called RMP, LLC and sent me a collections notice in July 21, 2020. EOB were sent to them showing proof the claim had been paid. Only to turn around on February 15, 2021 and receive another collections notice stating my claim was never paid. KCI USA Inc., has a horrible billing department and instead of sending me notices they instead send them directly to a collections agency. Had KCI USA contacted me directly, we could have resolved this instead of receiving collections notices as if I don't handle my business and pay my bills. I hope this does not show up on my credit report as this debt was resolved on September 14, 2020.

  Business Response

  Date: 12/15/2022

  Thank you for notifying us of this consumer's concern . We value customer satisfaction highly and will review and assess any actions required, communicating directly with the consumer
  
  We cannot acknowledge whether this a customer due to health care privacy protections. As a health care provider, we can only share details of any customers health care record or protected health information with written authorization and a documented release authorization on file from the patient directly, per HIPAA regulations."
  
  I have created a complaint on behalf of the complaintent. We will contact the complaintent directly if anything is required. CF#*******

• Initial Complaint

  Date:10/07/2022

  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.

  I was sent a bill on 5/12/22 for $1101.30. I paid the entire amount due on 5/29/2022. After my payment the insurance company processed the claim and showed that there was $0 patient liability. I have been in contact multiple times requesting a refund of my $1101.30. They have told me that they show that there is no balance due and that I will receive a refund but that refund has never come. They have resubmitted the claim multiple times to my insurer and each time my insurer shows that the claim has already been paid at 100% and that I have no copay or deductible.

  Business Response

  Date: 10/10/2022

  Good morning,

  Thank you for reaching out to us, pertaining your complaint. I will be creating a ref # for your complaint and forwarding it to our ************************ to review and connect with you. The complaint number is CF#*******. 

   

  Thank you,

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

  3M-Customer First

  Customer Answer

  Date: 10/11/2022

  Complaint: 18177129
  
  I am rejecting this response because: this response is simply that they are forwarding the complaint to billing.  Nothing has been resolved yet.
  
  Regards,
  
  ******************************************

  Business Response

  Date: 10/12/2022

  I just received a response from the billing team with this : Resolution/Action: Patient is due a full refund of $1,101.30.  Processed today through *******.  Patient should receive in **** days reflected back on their card.

• Initial Complaint

  Date:09/22/2022

  Type:Customer Service 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.

  Incapacitated adult daughter received wound vac in hospital. It was left in hospital. Received a call practically everyday for the return of the equipment while caring for the patient. Explained it was left in the hospital - finally had to threaten to get police involved with this company and hospital to stop the constant harassment.Finally straightened out after enduring numerous threats (including a threat to charge the patient 25,000).Home care ***** ordered wound vac for home. Returned and checked on return because of the previous harassment.Afterwards received bill - contacted them and they only had one insurance listed. Gave them secondary insurance since they were inept at adding both insurances from the start. Was reassured that it would be taken care of. Received letters and called to again give them the same information.Now patient received a collection notice. Their shoddiness at doing their job correctly results in harassment of patients who are dealing with far more critical issues and adds further stress. harassment /h?'rasm?nt,'her?sm?nt/noun aggressive pressure or intimidation.KCI - dba 3M Medical Solutions

  Business Response

  Date: 09/22/2022

  I reached out to the complaintent requesting patient's name and DOB so that we can reserach her account and create the complaint and forward to the corresponding departments mentioned in the complaint.

   

  Thank you,

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

  Customer Answer

  Date: 09/23/2022

  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,
  
  ***************

   

  I did not respond to the companies request for more information because I called this morning and talked with ***********  He said he was able to view the notes and saw that I gave them the secondary insurance in May.  While I was explaining the situation, he ran the insurance and cleared up the remaining balance. Thank you *****! Still this company needs to get it's act together because the people you are harassing are dealing with traumatic medical issues and they definitely don't need the added stress you created.  This should have been cleared up in May (they took the information back then and did nothing with it but add it to notes).