Landauer Medstar

Review: NOTE: I am writing this complaint for my mother, [redacted]. She is 82years old and a [redacted].Review: On Friday, February [redacted],2015, A delivery man from Landauer Metropolitan came to my mother house and delivered a new Rollater walker to her, in exchange, she had to relinquish the one she had which was in good condition. Because she just recently been discharge from the hospital, the hospital has been sending her supplies of blood pressure equipement and etc for the visiting nurse. Upon reading the invoice she realize, this rollater walker belongs to the neighbor [redacted], (Patient #[redacted] on invoice) across the hall in apartment **, who was coming down the hallway. They tried to catch the Delivery man, but he had already gotten on the elevator with my mother's rollator walker. [redacted] retrieved her new walker, which was rightfully hers. My mother is now without a rollater walker. I called the company and I spoke to numerous people. One was Mr [redacted] Ext [redacted]. He said I needed to provide him the person name and invoice# which I did. He also stated my mother should have read it more carefully. I told him that my mother is 82years old, a [redacted], and sickly. Not to blame my mother. The delivery guy should take the responsible of this error. My mother lives in apt **, [redacted] Lives in apt **. I can understand the miss up. but it was his job to ask for ID and got to the right apartment.. MY mother really needs her rollater walker. She is on a fix income. She purchase rollator for $275. We just want them to return her original rollater or replace it.Desired Settlement: They are now giving me the run around.....We just want them to return her rollater walker or replace it.

Review: My sister and I purchased one of this company's extremely expensive hospital beds about a year ago for our mother, [redacted], a 93-year-old [redacted] patient residing at [redacted]. The bed began malfunctioning this past July, causing my mother severe pain as we are now unable to properly adjust her position.I and my sister have both made repeated calls to this company which finally resulted in an on-site evaluation of the bed by a representative of the company on Monday, September [redacted]. Although the company representative acknowledged that the bed was indeed faulty and needed to be replaced, we have had no action from the company since, despite our numerous phone calls. My mother continues to be in pain because of this malfunctioning bed.Desired Settlement: We ask that the company replace the bed immediately.

Business

Response:

The business has responded. Please see below:

The electric hospital bed was provided by another vendor, therefore Landauer Medstar will not replace it.

Landauer Medstar serviced the mattress issue on 11/* leaving the patient happy with the outcome.

It took them 4 day to deliver my oxygen,so I was litterally stuck in the house waiting on them .they lie a lot and make excuses to cover themselves. They are a horrible horriabl company,if you avoid using them please please do.

Review: My father ([redacted]) was prescribed a machine to help with his sleep apnea sometime last year ([redacted]). COPD Services (a Landauer Metropolitan sub-division) provided the machine through his health insurance provider. My father does not speak english very well and he was not aware that if he did not use the machine as required by the insurance then he would be charged out-of-pocket. As a result of this my father was responsible to pay approx. $700.00 for the machine. I advised my father that I will pay that balance and educated him on how to properly use the machine. Sometime last year ([redacted]), I agreed (on a recorded phone line) that I will be able to pay $20.00 a month until the balance was paid. COPD Services agreed to this as my financial situation is not the best. Since that time until [redacted] 2013 I have been paying $20.00 a month like we agreed to. Sometime in May 2013, COPD representative visited my father's residence in an attempt to reposses the machine for what they claim "failure to pay". I immediately contacted the billing department and they explained to me that after more than a year of paying $20.00 a month, they have decided that this amount was not sufficient. COPD Services requested that I increase my monthly payment to an amount more than $20.00/month. I explained to them that I could not afford anything more than that and after a few minutes of going back and forth they accepted my response. I clearly told them that I could NOT afford any more than $20.00/month and I NEVER agreed to an increase (on a recorder phone line). On [redacted] of 2013 I was fraudulently charged $50.00 from COPD Services. I soon as I seen that on my credit card statement ([redacted] 2013) I called the customer service number (###-###-####) and explained what happened and they said that they will send an e-mail to the billing department and someone would contact me regarding this. I called the next day ([redacted] 2013) to check the status and they told me "I would just have to wait". The day after that ([redacted]th 2013) I called and requested to speak with someone from the billing department and every time (6x) I got transferred, I was automatically hung up on. [redacted] 2013 I called American Express and put a "block on merchant" in order for COPD Services to be unable to charge me any amount. I WILL NOT PAY any amount greater than the $20.00/month that was originally agreed. My name is [redacted] (son of the patient [redacted]) and my phone number is [redacted] I don’t mind being hung up on while waiting because I understand sometimes that happens but I take fraudulent charges very serious and a big waste of time. I am going to contact my attorney to ensure no laws were broken. Every time I called, the recording stated that "these calls are monitored and recorded for training purposes". I am 100% sure that I DID NOT agree to pay more than $20.00/month.Desired Settlement: I want to find out who authorized COPD Services to charge me $50.00 for the month of [redacted] 2013.

Business

Response:

On [redacted], 2013 the patients credit card was charged for $50 in error by [redacted], Collections Specialist. The charge should have been $20. The patient’s son called on 6/**/13 and spoke with [redacted], Collections Specialist who explained the incorrect charge. As explained to Mr. [redacted] son, the $50 charge will cover $20 for [redacted]13, $20 for July 2013 and $10 for August, which he was ok with. The original agreement made with the patient's son will remain the same at $20 a month and his credit card won't be charged again until August 2013 for $10. Barbara also mailed out a credit card form for signature referring to the agreement.

Review: I recently had back surgery and I an now relearning how to walk. The rehab facility that I have been at for two weeks ordered a specific walker through Landauer Metropolitan and they assured them it would be delivered on April 2 along with my wheelchair and shower bench in which it was not. The person who delivered the item was extremely rude to me when I asked him to wait for a minute while I try to get someone on the phone as I needed a walker. They left me a rental walker until they could get the one promised. It has now been a week and a half and I received several promised from [redacted] as well as her [redacted]. As of today I called and spoke with [redacted] at 4:25pm. [redacted] said that she has not heard from me today and assumed it was delivered. She said she would look into it and call me back. I asked her if she promised she would call me back before she left and she said yes and assured me she would call me before she left. I received no phone call from her. I have been receiving the runaround from them, I am disabled and this is not the right way to treat me.Desired Settlement: I want my right walker delivered no later that Saturday, April **. I can order if myself from amazon and for an extra $8 I can have it next day.

Consumer

Response:

At this time, I have not been contacted by Landauer Metropolitan Home Health Care regarding complaint ID [redacted].

Sincerely,

Review: I had a wheelchair rental from this company set up by someone at the hospital where I was recovering. I, according to my insurance company owed $6.94 per month, my co-pay amount. Denmarks (home medical equipment), which is a division of Landauer Metropolitan, Inc. keeps billing me for not only the $6.94, but an additional $19.00 per month for the leg extender. I have contacted my insurance company twice to check as to whether I'm responsible to pay for any or all of the $19.00, as all my EOB's show that I don't owe anything for the leg extenders. The first bill I received was correct and I paid it promptly. The 5 that have come since, are wrong. I have now called this company 13 times and spoken to 12 people! I'm ALWAYS told the same thing; they'll look into it, they'll get back to me. When I've asked for a supervisor, I'm told, they're on break, they're gone for the day, etc... You name it, they've said it. I have NOT ONCE received a call back from anyone, although the bill keeps coming! I've mailed a photocopy of one of the EOB's to them, which they say they don't have. I e-mailed one person a scanned copy of the EOB to the e-mail address she'd given me, never heard a thing. I even e-mailed her in hopes she would respond. Nothing yet!I am at a loss of what to do; I feel like I have tried everything! I don't have any other ideas how to take care of this and I've already wasted so much of my time! Also, I have documented everything- dates of calls, names of people and what the conversations consisted of.I hope you'll be able to help me, please.Thank you for your time.Sincerely,[redacted]Desired Settlement: I would like for them to correct the bill. I do still owe $6.94 for one month of the wheelchair rental, however, I would like them to remove that charge, that's the least they can do. I would also expect some "paper" mailed to me that states I am paid in full and owe nothing.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been working with this company for the last 5 years in regards to my medical equipment supplies. Recently when requesting additional supplies through the companies automatic phone call system I did not recieve my supplies. When I tried to call the company I was put on perpetual hold until it was obvious that no one was going to answer my call. When calling another time, I was told that they have no record of me as a patient. I had to go to my doctor for him to follow up and then was called by a representative of a different company asking for credit card information in order to process my order.

I have little to no faith that their administrative process are reliable or they are able to complete the delivery of supplies so I have issue with providing payment up front.Desired Settlement: I need the supplies desparately and can not deal with the run around. I would like them to honor their previous process and send me the supplies with an invoice of any costs not covered by insurance.

Consumer

Response:

At this time, I have not been contacted by Landauer Metropolitan Home Health Care regarding complaint ID [redacted].

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Landauer Metropolitan Home Health Care regarding complaint ID [redacted].

Sincerely,

Review: I am writing this on behalf of my mother, [redacted] as she has been unable to resolve this billing issue after numerous calls and letters. A subsidiary of Landauer Metropolitan, Young's Medical Equipment, continues to bill my mother for medical equipment in error. The issue stems from the fact that they submitted the bill to Medicare on the same day she was discharged from s skilled nursing facility and therefore Medicare denied the payment. My mother called on October **,2013 to explain their billing error (she spoke with "**" at Young's) and was assured it would be corrected. It was not corrected and she was continued to be billed (Medicare SPECIFICALLY told her she should *NOT* be billed for this and if she had paid she was due a refund since it was an error on the provider's part). All of this was sent to Young's via postal mail on December **,2013 and yet she CONTINUES to be billed.

It seems that Young's (a division of Landauer Metropolitan is in violation of Medicare rules by trying to collect for this service that Medicare SPECIFICALLY says my mother should NOT be billed.Desired Settlement: Ceaase all billing and stop all attempts for payment in accordance with Medicare rules.

Business

Response:

The Business states the bill was sent in error. The patients account is now noted as paid in full by the the patient's secondary insurance.

Any further questions please feel free to contact [redacted]at [redacted].

Review: 6/*/15To whomever it may concern,My name is [redacted], I ordered a posterior walker from Landauer Medstar in [redacted]. I placed this order in January from Landauer Medstar, the person that placed the order was [redacted]. She has been very rude and unprofessional. In addition I have been waiting for my order for four months. This wait has been an inconvenience for me because I am currently using a walker that the back wheels have worn out. When I did receive my order on May **,2015 it was the wrong walker. I requested a posterior walker with a seat. What I received was a posterior walker without a seat. In this letter I will also enclose proof of everything I have stated.If you have any questions do not hesitate to call me my number is ###-###-####Sincerely,[redacted]Desired Settlement: I would like them to send me the correct walker

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I just received my walker today after 5 months of waiting for it. I received it at 9 am Thank you for your help

The worst company of any kind I have ever dealt with. They take questions and orders and never respond. When you finally get the extension of person who may help you, you call and are asked to leave message but thei voicer mail box is full.

I have spent more than 12 hours over a10 day period on the phone and fax with absolutely no response.

I had an emergency order for my wife for a liquid ([redacted]) which needs she needs to sustain her life by feeding through a tube to her stomach since she can't swallow.

They didn't care!!!

Review: It is hard to order liquid oxygen they have you leave message on answering machine and no one returns any calls so you don't know if you are getting O2 or not. (even when you call way before 4pm. Why should a person who is ordering oxygen talk to a answering machine and a person who use's a cpap machine talk to a person. I think the person who can't breath all day needs to talk to a real person also!

Also you put in the order and they come but they don't bring the respirator so that you can turn it on or off. The warehouse is closed so the patient now has no Oxygen for the night.

So you still have no oxygen so now you have to wait a another whole day for them to come back and that could be whenever because they don't give a a time frame at all, and even though they say they are coming back sometimes they don't even show up.. It is very frustrating because we are talking about OXYGEN not a stick of gum! You would think people would care more about people! Especially people who can't breath. Sometimes the equipment is faulty you are not able to screw the humidififer bottles on to the threads or the amt of oxygen does not show so your not sure when you will run out. This company was much better before it merge and became Landauer Medstar.Desired Settlement: I just wished they actually cared more for the patients who use oxygen. I also hope they can get there act together we want to talk to a live person so that we know we will receive the oxygen. Also a ETA (estimated time of delivery) every other company gives them. If you say you are coming come if you say you are coming back the next day really show up don't lie!

Make sure they check all there equipment they are sending out to the patient that it has the regulator so they can turn it on that it works properly that it is the right flow number for that person, that the level accuracy is working correctly so you know when you are running out. If you talk to someone in Costumer service they return your call and don't just blow steam up your [redacted] saying they will return your call.

Business

Response:

The business has responded. Please read below:

In regards to Maureen Southard's statement, Landauer Metropolitan was a bankrupt entity. Medstar Surgical acquired said firm in February 2014. Medstar Surgical have been attempting to integrate Landauer patients into our firm. Oxygen patients have been given a specific extension to call for refills which is ext [redacted]. Wait time on this extension is minimal. This was established to alleviate past delivery delays under Landauer Metropolitan.

Thank you.

Review: I am on 24 hour oxygen. As I work 5 days a week I am dependant upon the portable oxygen to go back and forth to work (at least 70 miles), as well as to perform any errands. As per my insurance ([redacted]) I am entitled to a certain amount of portable oxygen per month. Since Landauer took over this contract I have encountered constant issues with receiving my allotted oxygen. I normally receive delivery twice a month. I ask for 18 tanks each time, the E tanks, due to a [redacted] on both shoulders which prevents me from carrying anything. I cannot use D tanks as they do not hold enough oxygen - I need a level 3 or 4 and they do not last long. I have had delivery of 8 D tanks, and when I tell them I need larger E tanks and 18 instead of 8 I am told that is all they have. I have been promised delivery multiple times and no one shows up until a few days later. I stay home waiting. I call and call and each time I am told that someone will call me back in 30 minutes; I receive no call. I have been extremely stressed out attempting to get delivery of essential medical necessities that I am entitled to through my insurance. Last night, May [redacted], I was up all night calling starting from 6 pm until about 2 am because I only had 4 tanks left for the weekend, and I wanted to go out. Each time I was told to call every 30 minutes if no one called me back. No one ever called me back. At 830 am today, May [redacted], I called again and was promised delivery before 11 am. They finally showed up with only 6 tanks. I cannot continue to beg for tanks, my medical issues are exacerbated dealing with a company that denies their clients essential medical supplies. If this happens to me, I cannot imagine what occurs with an elderly person that is not able to complain. I am not a complainer, as is indicated by my willingness to continue working despite a debilitating illness and breathing disability. I should, at the very least, have my union deal with a company that provides scheduled delivery of the correct items.Desired Settlement: I want to have prompt delivery of the allotted tanks that I desperately need and delivery scheduled within a time frame when I am home, weekday evenings and weekends. I want the correct E tanks and the correct amount. More than anything, I want this company to have better communication with their customer service, work orders and delivery people. No one should have to call incessantly to have a simple delivery. I want a personal response and assurance that this incompetence will cease.

Review: I had been hospitalized in 2011 do to oxygen desaturation upon sleep. My doctor did a sleep study finding both occlusive and central sleep apnea. The doctors office ordered a BiPAP machine. At discharge from the hospital, a respiratory therapist, who worked for "Young's Medical Equipment (YME)" (a Division of Landauer Metropolitan Inc.), came and delivered an Auto-CPAP machine for my treatments at home. This was the wrong device, but the "auto-adjusting" feature made the treatment tolerable. The doctors office realized that I had the wrong device, and had a standard BiPAP machine (without auto feature) delivered to my home. I complained that I could not tolerate the enormous amount of forced air from the machine, and that it would literally blow the mask seals off my face. This caused me to stop using it. All this time my medical insurance paid for this equipment. I was getting worse with NO treatment, so my doctor ordered an "Auto-BiPAP" machine. The company sent out an "Auto-CPAP" machine (wrong again, but I'm tired of arguing), which I use everyday, and it has provided limited improvement. The doctor still wants me on the "auto-BiPAP". I was laid-off Nov. 2011, so my insurance switch to Cobra for 18-months, but the same Aetna Insurance plan, which continued to pay for the wrong equipment until about June 2013. I then had been out of work for a-year-and-a-half, was turned down for both Social Security Disability and Medicaid (which are being appealed awaiting a trial date that could take 2-years), but paid cash for a HIPAA insurance plan BC\BS. The new insurance was very limited and restricted. I could not afford to go to the Pulmonologist which directed ALL this treatment. I am disgusted and frustrated with everything. I have applied for thousands of jobs, been on dozens of interviews, and still cannot get a job, nor do I feel capable to work, but until my disability hearing, I am considered able to work. Big picture, I'm sick and I'm broke. I stopped paying for everything but my mortgage, utilities, and insurance to cover my 14-prescription medications that I take everyday (out-of-pocket cost estimate $43,000 a year according to CVS). "YME" sent me to collections, plus they calls my house constantly even though I've explained everything. They also send invoices in the mail. The company decided that if they cannot get their money, even though the insurance has paid for the wrong equipment for almost 2-years, that they want the "auto-CPAP" machine back. They now call constantly from the collection company, and "YME" regarding payment, and now regarding repossessing the incorrect machine which has been paid by insurance for almost two years. Just yesterday, Jan. 27th 2014, an unmarked dark brown, older, van pulls into our driveway. A very large and threatening, African-American male, comes to my home unannounced, without any advance notice, wanting to collect the "auto-CPAP" machine. My wife answered the door, and my 8-year-old was watching TV in the front living room. She was terrified, as he insisted on picking-up this medical equipment. He had no ID or uniform, and provided no proof or documentation, but wanted her to sign a form. She was so afraid, that she closed and locked the door. My son came running downstairs to get me, as I was in the bathroom trying to have a BM. By the time I came up...I get out of breath easily, the man was gone. I am so shaken by this, that I do not even know what to do. I called Landauer Metropolitan Inc. (LMI) and left messages for the Director of Customer Service, and another Manager, but have not been called back. I do not know if I should call the Police or what. Young's Medical Equipment (YME) as a Division of "LMI" at the least are practicing unethical business practices, and over what could amount to $150, for the wrong equipment.Desired Settlement: I would like this practice of sending intimidating people, unannounced, to customer's homes looked into (whether intentional intimidation is being used to collect like a "loan-shark"). I would also like the correct "auto-BiPAP" machine to replace the incorrect "auto-CPAP", that I have been left to use for years. Lastly, I would like ALL the insurance payments to date applied to the replacement device, and my BC\BS insurance billed for the remainder. Most of all, I want to be left alone in the future!

Review: It appears that this company was supposed to deliver a ResMed AirSense 10 CPAP machine but sent me an older model that wasnt ordered by GHI or my MD. Also, I have reason to believe that this machine is USED.

I tried calling for over 2.5 hours and never got to speak to a person. When you call you sit on hold and eventually disconnected.Desired Settlement: I want an explanation as to why I was given the wrong machine, a machine which I believe to be used. I want to know if this machine is in fact what my doctor prescribed and what my GHI policy is paying for.

Also, an answer to why a company which supplies urgent medical supplies has no direct contact methods.

Consumer

Response:

At this time, I have been contacted directly by Landauer Metropolitan Home Health Care regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Received a call from Kaitlyn of the [redacted] location. She was not sure if/when my issue will be addressed or resolved. During her call she kept "checking with her supervisor" for answers. I believe that she called me just to say that she called. There were no offers of a resolution.

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

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Landauer Metropolitan Home Health Care regarding complaint ID [redacted], however my complaint has NOT been resolved because:

After many weeks of attempting to reach this company by mail and phone, GHI had an internal phone number to reach this company. GHI dialed a 3 way call and I spoke to a rep at Landauer who refused to give his name but did say that they do not know why I have the wrong piece of equipment, nor does he know when I will have the PRESCRIBED machine sent to me.I am still in limbo.

Sincerely,

Review: Landauer failed to return 3 phone calls regarding the lack of delivery of my son's medical formula that he drinks for his sole source of nutrition. I repeatedly told them that I had only one can of formula left and needed to know if they were delivering the rest of my order. I was told the supervisor was currently checking on the problem with my delivery and was to return my phone call. I never received a call back and had to call 4 times before I was finally told they were unable to fill my order. It is now the weekend and I have no way to get in touch with my insurance company to find a new pharmacy nor can I get more formula until Monday.Desired Settlement: Landauer needs to transfer my prescription to a new reliable pharmacy and have my formula delivered to me first thing Monday morning, Aug[redacted]

Business

Response:

I am writing in response to the above complaint. At Landauer all complaints are taken seriously.

Here is the information I have found.

The patient did place an order on 7/** /13 for 20 cans of Elercare Jr nutrition product At this time we were only able to deliver

3 cans and back ordered 17 cans. The family received a copy of the Landauer delivery ticket showing

17 cans on back order, however they were not aware of the extent of the back order or when to expect it.

On 8/**/13 Mrs. [redacted] called, we explained that we had an extended

back order issue. We were able to locate 2 cans in our warehouse and sent those 2 additional that

we were referring the patient to another provider to assist in obtaining the products for them. The information

was faxed to another provider to be processed

On 8/** /13 the family called said they did not receive the order, our manager called the vendor to follow up

and was told they did not accept the insurance.

On 8/8/13 Landauer shipped the balance of 17 cans to the patient.

On 8/9/13 we were informed by the family that they were switching to another provider. Landauer

is resolving it current shipping issues and apologizes for the delay in service.

If you have any questions please do not hesitate to call.

Sincerely

Review: trying to get health care supplies since aug 2015. still not received correct supplies. company states in the system or in delivery but nothing comes as yetDesired Settlement: Delivery of Order