Sign in

Medical Service Company

24000 Broadway Ave, Bedford, Ohio, United States, 44146-6329

Sharing is caring! Have something to share about Medical Service Company? Use RevDex to write a review

Medical Service Company Reviews (%countItem)

I have received a cpap machine from Medical Services Company in July or August, 2017. It was prescribed by Dr *** in Willoughby. I also received a nasal pillow mask and hose. This device wasn't success for me to use. I have a heavy beard and the nasal pillow doesn't stay attached and disconnected all night long, no less than a dozen times a night. I contacted Medical Services Company and twice had their respiratory therapist set by appointment to come to my house to measure for a full face cpap mask. Twice she didn't show up and never called, second time I took of work 4 hours to accommodate my appointment. I called several times to assure she had correct address and telephone number, and me and my wife spoke to Corporate Director or Manager, he assured they now had correct telephone number; well guess what, after second missed no show, we spoke directly to respiratory therapist she still had wrong number and then knowing that sent in mail letter "stating -we couldn't contact you due and your appointment was missed, contact us" So I went to a retail store instead of using my insurance and purchased a damn correct fitting mask at this point.

Medical Service Company Response

We spoke with the patient's wife on October 5th. We have since that date refunded the patient's out of pocket expense and delivered a new mask. The root cause of the issue was that on July 12, 2017 our team member mistakenly entered an incorrect phone number in our system, overwriting the previous, correct number. The correct number was not properly communicated to our therapists and resulted in an inability of our respiratory therapists to confirm appointments - and thus missed appointments. We hope that this will not occur again and apologize for the significant inconvenience.

Customer Response

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

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 have received a cpap machine from Medical Services Company in July or August, 2017. It was prescribed by Dr *** in Willoughby. I also received a nasal pillow mask and hose. This device wasn't success for me to use. I have a heavy beard and the nasal pillow doesn't stay attached and disconnected all night long, no less than a dozen times a night. I contacted Medical Services Company and twice had their respiratory therapist set by appointment to come to my house to measure for a full face cpap mask. Twice she didn't show up and never called, second time I took of work 4 hours to accommodate my appointment. I called several times to assure she had correct address and telephone number, and me and my wife spoke to Corporate Director or Manager, he assured they now had correct telephone number; well guess what, after second missed no show, we spoke directly to respiratory therapist she still had wrong number and then knowing that sent in mail letter "stating -we couldn't contact you due and your appointment was missed, contact us" So I went to a retail store instead of using my insurance and purchased a damn correct fitting mask at this point.

Medical Service Company Response

We spoke with the patient's wife on October 5th. We have since that date refunded the patient's out of pocket expense and delivered a new mask. The root cause of the issue was that on July 12, 2017 our team member mistakenly entered an incorrect phone number in our system, overwriting the previous, correct number. The correct number was not properly communicated to our therapists and resulted in an inability of our respiratory therapists to confirm appointments - and thus missed appointments. We hope that this will not occur again and apologize for the significant inconvenience.

Customer Response

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

My mother was discharged home from a rehabilitation facility on Friday, and a bedside commode was ordered for her by the therapist. We received a call this morning from the delivery person that this item would be delivered early. I explained that my mother wouldn't be home until noon (and there would be no one at the apartment to receive it) so I called the main office to ask if it could be delivered to my home, about 10 minutes away. I was reassured by the customer service person that this would not be a problem. As the day went on with no further call, I again contacted the office and was told that they couldn't change the delivery address and that it would now be delivered on Monday. This is sheer incompetence, if this wasn't possible to change the delivery address, I should have been told on the spot. Now my 97 year old frail mother will have to try to get to the bathroom on her own. I will never use Medical Service Company again for any durable medical equipment.

Medical Service Company Response

The equipment was delivered on the designated day - Friday, September 29th, The following is a our investigation: An order for medical equipment for *** was received on Thursday 09/28/2017 for delivery on Friday 09/29/2017. After receiving a confirmation call on Friday morning, ***’s daughter called to change the delivery address to her residence as her mother had not yet been discharged. Later that morning, ***s daughter called again to state that her mother had arrived home and the delivery could be made to the original address. After the change of address, the delivery date was inadvertently changed to Monday 10/2/2017. When Medical Service Company was made aware of the error, it was immediately rectified. *** was contacted and the equipment was delivered prior to the end of the business day on Friday 09/29/2017. We are investigating this issue internally and will train staff appropriately.

Customer Response

I received a phone call from Beth almost immediately after posting my negative review, apologizing for the problem with the delivery of my mother's medical equipment. Within an hour, Matt from the company was on his way with both the commode and the walker. He was very sweet and kind. Beth followed up with me to make certain that the equipment had been delivered, was again apologetic and explained that her staff would be educated that "same day delivery meant same day delivery". I was very pleased with the quick responsiveness to my concerns and know that Medical Service Company is a company that puts their customers first.

My mother was discharged home from a rehabilitation facility on Friday, and a bedside commode was ordered for her by the therapist. We received a call this morning from the delivery person that this item would be delivered early. I explained that my mother wouldn't be home until noon (and there would be no one at the apartment to receive it) so I called the main office to ask if it could be delivered to my home, about 10 minutes away. I was reassured by the customer service person that this would not be a problem. As the day went on with no further call, I again contacted the office and was told that they couldn't change the delivery address and that it would now be delivered on Monday. This is sheer incompetence, if this wasn't possible to change the delivery address, I should have been told on the spot. Now my 97 year old frail mother will have to try to get to the bathroom on her own. I will never use Medical Service Company again for any durable medical equipment.

Medical Service Company Response

The equipment was delivered on the designated day - Friday, September 29th, The following is a our investigation: An order for medical equipment for *** was received on Thursday 09/28/2017 for delivery on Friday 09/29/2017. After receiving a confirmation call on Friday morning, ***’s daughter called to change the delivery address to her residence as her mother had not yet been discharged. Later that morning, ***s daughter called again to state that her mother had arrived home and the delivery could be made to the original address. After the change of address, the delivery date was inadvertently changed to Monday 10/2/2017. When Medical Service Company was made aware of the error, it was immediately rectified. *** was contacted and the equipment was delivered prior to the end of the business day on Friday 09/29/2017. We are investigating this issue internally and will train staff appropriately.

Customer Response

I received a phone call from Beth almost immediately after posting my negative review, apologizing for the problem with the delivery of my mother's medical equipment. Within an hour, Matt from the company was on his way with both the commode and the walker. He was very sweet and kind. Beth followed up with me to make certain that the equipment had been delivered, was again apologetic and explained that her staff would be educated that "same day delivery meant same day delivery". I was very pleased with the quick responsiveness to my concerns and know that Medical Service Company is a company that puts their customers first.

Check fields!

Write a review of Medical Service Company

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by adding a photo

Medical Service Company Rating

Overall satisfaction rating

Address: 24000 Broadway Ave, Bedford, Ohio, United States, 44146-6329

Phone:

Show more...

Web:

This website was reported to be associated with Medical Service Company.




Add contact information for Medical Service Company

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated