AAA Community Surgical

Review: I have been trying to have CPAP machine replacement issues resolved with Community Surgical. They replaced my original Resmed CPAP machine after it shorted out and became a fire hazard. The machine they sent me in June was used, of course, and had a filthy, uncleaned air filter left in the unit. I replaced it of course. It had a broken connection in the H5i unit- making the machine lose air pressure.- which is indicated on the unit screen whenever trying to use the humifier. I did not realize this was an issue- as I was sleeping, trying to sleep, that is, but was not able to breathe as I had with the previous machine. I have been trying for a week to get this section of the unit replaced. They sent the Machine s9 unit with no new humidifier attached to it Saturday 7/25--did not need the actual machine- just a new cpap humidifier. They took it back. They sent a unit on Monday 7/27 which was a different make and model cpap - the delivery man apologized, saying the warehouse supply person told him he did not know what unit to send and gave him this random humidifier?? Of course, it does not work on my unit. He took it back along with the exact model and number to send instead. Not one person bothered to look up my patient account. No one has called to re-schedule delivery of the correct part. I called today - put on hold; booted out from cpap supplies due to "mailbox full" - and several customer service and operator personnel transferring me to wait on hold. I was on hold for 20-30 minutes on 7/25. When making several calls on multiple phones. So, if I had not been able to breathe at all, like so many patients with sleep apnea- I could die. I am not as sick as many. This company is not serving patients adequately & have interfered with my own ability to sleep through the night- causing headaches,fatigue & impairment in work & other functioning. Lack of oxygen will do that to people. Apparently, I have lost air pressure for a month due to the broken seal in this humidifier.Desired Settlement: Adjust all billing to insurance and myself for wrong supplies & lack of service delivery to date; a new working cpap unit- Or if I find another supplier this week with whom I feel confident- I will expect they close my account promptly upon my request, at no penalty or cost to me; stop robocalling me for supplies I don't want- & ensure my insurance company & I do not incur costs for any services or supplies wrongly received- as they sent me a mask and tube this very week, that I did not order.

Review: I am using a C-PAP appliance to address sleep apnea utilizing equipment from Community Supply Services ("CSS"). They contend that I did not meet compliance with Medicare standards and I must sign a release of medical equipment back to them indicating that I am returning the equipment against medical advice and that I did not comply with Medicare usuage of the machine. To sign this statement would be an untrue statement as I still have sleep apnea and require an appliance to address the apnea problem. I told "CSS" that I had a very bad cold for several days I was interrupted frequently by cold symtoms: coughing, sneezing, blowing my nose. "CSS" offered no understanding. And the physician who prescribed the machine said it is common sense not to use it when you are sick as I described. Now "CSS" is giving me problems returning the machine and threaten to bill me for it which is almost $2,950.00 and I told them I want to return it to them because I want to place an order with a different medical supply company. CSS is being deliberately difficult in making my return of the appliance to them very difficult and I refuse to plager myself to render them guilt free in the event I become ill because they are demanding I return the C-PAP appliance to them.Desired Settlement: I want Community Service Supply to pick up the machine at my convience using UPS at a time when I can be at home to receive UPS because I explained to the company that I have frequent medical appointments and care of a seriously ill family member outside my home. [I am not looking for compensation. This was handled through Medicare insurance and CSS is threatening to bill me for the equipment if I do not sign the Advance Beneficiary Notice of Noncoverage (ABN) and indicate "against doctor's advice" returning the CPAP section.] And to sign this would be not true since I continue to have a sleep apnea problem which needs to be resolved.

Review: I HAD TONSIL/LYMPH NODE CANCER SURGERY IN OCTOBER..UNFORTUNATELY THE HOME CARE NURSE RECOMMENDED COMMUNITY SURGICAL SUPPLY...BIG MISTAKE!! THEY WERE 3 HOURS LATE WITH DELIVERY OF PRODUCT WHEN I GOT HOME...WHEN I NEEDED THE BOOST SUPPLY FOR TUBE FEEDING...AFTER A MONTH I WAS ON THE MEND, AND THEY CALLED ME ONE TIME TO SEE IF I NEEDED ANOTHER MONTHS SUPPLY...FEELING AS BAD AS I DID , I DID NOT RESPOND..BUT COMMON SENSE IF I DIDN'T CALL BACK, I DIDN'T NEED FURTHER SUPPLIES!! THEY NEVER CONTACTED ME AGAIN!! IT WAS A FOUR MONTH RECOVERY. I WAS TOTALLY UNAWARE THAT AN IV POLE THAT WAS DELIVERED WITH THE PRODUCTS WAS A RENTAL...I DID NOT REVIEW PAPERWORK, AS I HAD THOUGHT INSURANCE PAID THE BILL, AS I WAS PAST MY MAX OUT OF POCKET..IN MARCH...6 MONTHS AFTER COMMUNITY SURGICAL DROPPED OFF THIS IV POLE (MARCH), THEY SEND ME A BILL FOR $7.03!! I CALLED TO DISPUTE IT, SPOKE WITH [redacted] IN THE BILLING OFFICE,TELLING HER NOOOBODY CONTACTED ME ABOUT EVEN PICKING UP THIS IV POLE, AND SHE STATED SHE WOULD TAKE CARE OF THIS...NEEDLESS TO SAY, SHE DIDN'T!! I RECEIVED ANOTHER BILL THE NEXT MONTH, NOW FOR $8.43, AND THIS WAS AFTER THEY ALREADY PICKED UP THE IV POLE!! SO THEY NO DOUBT BILLED THE INSURANCE COMPANY FOR A SERVICE/RENTAL THEY NEVER PROVIDED...THIS IS FRAUD!! ALSO THEFT BY DECEPTION!!?? UNREAL!! I CALLED [redacted] AAAAGAIN , SHE SAID YOU HAVE TO PAY THE BILL!!! PLEASE POST A POOR RATING ON YOUR WEBSITE FOR THIS COMPANY SO CONSUMERS KNOW NOT TO USE THEM!! THEY ARE STEALING PEOPLES MONEY, AND NOT DOING THEIR JOBS IN THEIR BILLING AND SUPPLYING!! SAD WHEN THEY TAKE ADVANTAGE OF CANCER PATIENTS, AND I CAN'T IMAGINE HOW MUCH THEY ARE ROBBING THE ELDERLY!! VERY SAD!! THANK YOU!!Desired Settlement: PLEASE CONTACT THIS BUSINESS, AND MAKE THEM AWARE I HAVE FILED THIS COMPLAINT, AND I'D LIKE A REFUND FOR MY FULL $8.43, AS THEY BILLED ME FOR AN IV POLE I DID NOT EVEN HAVE IN MY POSESSION!! [redacted] WAS VERY RUDE, AND ALSO A LIAR, TELLING ME SHE WOULD TAKE CARE OF THIS PROBLEM!! A MONTH LATER I GOT ANOTHER BILL, SO [redacted] WAS COMMITTING FRAUD BY SUBMITTING CLAIMS AND BILLS TO THE INSURANCE COMPANY AND THE CUSTOMER, WHEN THEY HAD THE IV POLE IN THEIR POSSESSION!! THANKS FOR YOUR TIME!!

Review: On 2 occasions, Community Surgical did not do its job in processing required paperwork within the 45 day time period required by Medicare to submit a request for a motility scooter for my mother who suffers from COPD and emphysema. Both my mother and the pulmonologist office did the met Communitiy's reqiurement for submission, yet on 2 different occasions their lack of competency result in the 45 day requirement to expire. When I spoke to Karen in customer service I requested that she, being a supervisor, look into why Community did not do their job. I requested a phone call back and never received any call back or response from the company.Desired Settlement: I want the person who did not do their job at Community to be held accountable by the company. I also want Community to submit the required paperwork to Medicare with an explanation to Medicare that it was COMMUNITY'S error for the delay of paperwork and for Medicare to except the paperwork that was done, twice, by my mother's pulmonologist, within the acceptable timeframe.

Review: In April 2015 I received a CPAP machine from Community Surgical Supply. It worked great till the end of December 2014. The On/Off button started to stick but other than that the machine seemed to work fine. So I called Community Surgical supply and they said it was under warranty(had the machine for less than a year) and they would be out to replace it. Surely they came out and replaced the machine with an obviously used machine but I had no issue with that fact. When I used the machine for the first time that evening it had a musty smell. I asked my wife to take a sniff and she cringed at the smell. This was not at all what I had experienced with the original machine. I called Community Surgical Supply and told them about this issue. They said they would send out a respiratory therapist([redacted]) with a new machine. When he arrived I asked him to smell the machine to see if this was normal. He said no and it had a "chemical" smell. We tried the other 2 machines he brought along and they too had the same what I describe as musty he described as "chemical" smell. He suggested it may be from how they are stored in a warehouse. He went outside and called his supervisor. He said they would order me a new machine. When he came back 4 days later he brought the same 2 machines that had a smell. This time he called it a "plastic" smell. He called his manger again and said the supervisor would be contacting me the same day. They have not contacted me and are now not returning my calls. I found out after complaining to my insurance company that Community Surgical Supply is claiming there is nothing wrong with the machines and that the therapist told them they have no odor. I am in the process of getting a professional to examine the machine to verify that there is an odor to the machine so I can further pursue this matter. I have the machine in my possession and will gladly let anyone take a whiff and ask if they could sleep with that in their face.Desired Settlement: All I want is a machine that works with no smell. It does not have to be new even though that may be what I am entitled too. I don't know. At this point I have had an unusable machine since the beginning of the year and it is

detrimental to health.

Review: I'm disabled and confined to a wheelchair in April 2015 I contacted community surgical supply about my power wheelchair needed to be repair because it keeps cutting off they needed paper work from my doctor which they complied and faxed over everything they needed but as of today they have not come to repair my wheelchair now I'm afraid to leave my home because this wheelchair is still cutting off I've contact community surgical supply several times and they refuse to fix it my doctor faxed over the paperwork several times this is very stressful they have no compassion for disabled people who are dealing with being unable to walk I need help with this matter if you need to verify my story my dr is [redacted] (rheumatologist)[redacted] please helpDesired Settlement: Fix my power wheelchair as contact by medicare

Review: I traveled to Philadelphia with my elderly parents for a graduation ceremony to be in town on the dates from May 10-13, 2014. I made arrangements with Community Surgical Supply to rent a wheelchair for the weekend. Their minimum rate was for one month and they charged my credit card which was paid. The arrangements were for Community to deliver the wheelchair to the front desk of the hotel I was staying at on May 9, and to be picked up on May 13. The hotel was [redacted] Suites by Wyndham located at [redacted]1611.

When I arrived there was no wheelchair and after calling they finally brought it out on Saturday night delivered to the front desk of the hotel. I used the wheelchair for the weekend and returned it to the front desk May 12 to be picked up on the following morning as we had an early morning flight out.

I received a bill from Community Surgical Supply later that summer that I call back on. They were continuing to charge me for a monthly rental.

After talking to a supervisor it was determined that they never returned to the location they delivered the wheelchair to pick it up. They finally went back to the hotel and picked it up. It was still sitting behind the front desk at [redacted] Suites. They now want me to pay for 2 months rental since they failed to pick up the wheelchair and have since turned it over to the collection agency. I have told them that I do not agree and that their records were incorrect and they did not accurately capture the transaction. I followed every part of the agreement and now they want me to pay for 2 months of rental because their records were faulty. Once I talked to them they stopped billing me and recovered their wheelchair but I was not using it and it was just sitting at the hotel waiting to be picked up. You can check with the hotel on this.Desired Settlement: Agree not to charge for the 2 months of rental that they failed to come and pick up their wheelchair sitting at the hotel desk. Disengage the debt collection agency and not to make any impact to my credit rating.

Review: I broke my foot on 3/16 had a prescription for a knee scooter. I called Community Surgical, paid over the phone on 3/20 for the knee scooter and they delivered it the next day. Upon delivery, I noticed the padding was ripped and the tires were dirty. It was used. It was supposed to be new. I paid them $495 out of my pocket for new medical supply equipment and they tried to deliver something that was used. It was also the wrong item. My prescription was for a knee scooter. They brought me a non-steerable knee WALKER. This is what they tried to give me. I found it on Amazon for $169. This one is even nicer than what they tried to deliver. [redacted]. They should be ashamed of themselves for charging $495 for a cheaper version of this.

When I refused delivery, they told me that it would take up to 2 weeks for the refund. After 2 weeks, I called and they told me that it could take up 4 weeks for the refund. I've called several times during the past week and I keep getting transferred to voice mails and no one returns my calls. It has been over 5 weeks now and they still have not refunded my $495.

As a side note: I went and bought the correct equipment from Amazon [redacted]), spending more money out of my pocket, but I'm still waiting for this refund. This is a lot of money that is tied up and has caused my mortgage to be late for April. I've been more than patient, but more than 5 weeks is ridiculous. It doesn't take that long to issue a refund. Please help me. Thank you for your time.Desired Settlement: Refund the $495 dollars back to my visa card. Out of a courtesy, it would be nice if you paid my $60 late fee for my mortgage, but I'll be happy with getting my money back.

Review: I am the Executor for the Estate of [redacted] who died on May 7th 2014. [redacted]., was renting medical equipment from Community Surgical Supply. Upon his death, all equipment was returned and picked up on May 13, 2014. Now, more than three months later after the fact, I am receiving phone calls regarding the equipment that was already picked up in May. Just today, they even sent out a technician for a pick up of equipment that has already been picked up. I called corporate office regarding this matter and now she said that it would be turned over to the lost property department. Likewise, the technician informed me that there is now the possibility of legal action. Seriously? This is really quite something. All equipment was returned and picked up more than three months ago. I understand it is only business, but to revisit and relive this painful event all over again is very distressing for both myself and family members.Desired Settlement: A sincere apology.

Review: For over Two (2) months I have requested a refund from Community Surgical. I have spoken to their Billing Department at least three (3) times, each time speaking to the same individual and being told that they will check on it and get right back to me. They continually asked me why I paid the amount I did and I continually say because that is what I was billed and they would not wait for insurance to pay their portion so I had to pay upfront before receiving my CPAP Machine. The representative continually says that they need to check with their manager, when I ask to speak to their manager they are never there, but they promise to speak to them and get right back to me. I call the 800 number and ask to speak to a manager in billing, not just a representative and they transfer me to the same person. The product and initial services were good, however, trying to get this refund is anything but good...Desired Settlement: I would like a refund immediately, because I believe that having to wait over 2 months is quite excessive.

Business

Response:

Community Surgical is a Home Medical DME and Respiratory provider. Equipment is provided to our patients on a rental basis based on our contractual obligation with Healthcare carrier. When a referral is received for a new patient, member benefits/coverage are verified. Co-insurance/deductible responsibility is provided to internal employee and communicated to our patient before service is provided. We collect out of pocket portion from patient on a COD basis. A change in out of pocket responsibility can occur from the time of service to when a claim is actually submitted to the payer as other healthcare services may have been processed. Due to a change in patient liability, patient did have a credit on his account, or an overpayment. When a refund is required, we do our utmost to have it processed within 30 days. First call received by patient was on August 13th. Refund request was handed in to our accounting department on August 15th. On August 27th, patient did call for status of refund. At the time, collector did not have status as she would need to reach out to our accounting department for status. Collector failed to contact patient with status which resulted on another call by patient on September 20th. At this time, accounting was advised to expedite as complaint was escalated to management. On 09/23, refund was issued. In recent weeks, management has identified a break in process which has led to a revision of our Refund policy. We do apologize for the delay in returning funds to patient and strive to handle these matters more carefully and diligently. Thank you

Review: My mother obtained a fully electric hospital bed from Community Surgical Supply in 2011, and paid the co-pay amount in monthly payments. The bed we received was used. We have had ongoing, intermittent problems where the bed will not stay elevated, sometimes for a day and other times for a week. We were charged for the repair on the initial service call, however the problem was not fixed, and repeated additional service calls have been placed for the same problem. In April, the service technical stated that the problem was the motor, which could not be repaired and the bed had to be replaced. I worked with the customer service department for three months to try to get a replacement bed, and was then told that we would have to purchase the replacement bed as if we were a new customer rather than being provided a reliable replacement bed. I escalated to a Customer Service Manager who stated that she would talk to the owner about the problem and call me back. I have not received a response and my phone calls are not being returned.Desired Settlement: I am requesting a fully electric hospital bed replacement and the removal of the unrepairable bed at no additional cost.

Review: I was diagnosed in 2012 with sleep apnea and was required to purchase a mask from Ocean Breeze Infusion,INC. In July, the company came to my house on a Saturday to help accommodate me to a mask. That night I began using the mask and noticed that it wasn't fitting properly, it was much to big and air was coming out of it. I had to call the company many times before I was able to get a hold of them. They then proceeded to give me a problem to make an appointment because they said they don't work on Saturdays and they only work M-F 9-5. I work till 7pm M-F that wouldn't work, and how did they do it the first time? After many calls they finally were able to make an appt on a Saturday and fit me for a new mask. I later realized that I was allergic to the material (latex) of the mask. So I began calling them again. It took me a few months to get a hold of them to bring me a new mask. Six months later in January, they came to my home to pick up the chip to see if I had been using the mask. Within a week I received a letter saying that because I didn't use my mask I owed them $100.05-and how could I? Most of the time I was calling them to come change my mask! I reviewed this bill with my insurance company and they advised that they paid for this invoice b/c of the outcome and I should not have to pay. They advised me to dispute this charge, so I did. I spoke to [redacted] at ext [redacted] and she advised within 48 hrs the problem would be solved- it wasn't. I called back spoke to her again,she advised her supervisor [redacted] would call to resolve the issue in 48 hrs-and she didn't. After many phone calls to [redacted], she gave me the same response. She last advised on October 9th 2013 that [redacted](a new supervisor) would be calling me to resolve this issue- and she hasn't. It is now Nov 6th 2013 and I have not received a phone call back resolving this issue, I just keep receiving this bill.Desired Settlement: I would like this bill to be adjusted to a balance of zero. My insurance already paid for this and I am not subject to pay for it. Why are they asking for more money? Why can't they resolve this, or call me back??