ComplaintsforDASCO Home Medical Equipment

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DASCO home medical supply has a scheme of increasing the amount of CPAP supplys on their own. Charging the insurance company and the patient for items not requested or ordered by the patient. And when confronted they say they cannot do anything except send you to collections if you don't pay. Items sent to someone who does not request them and are not needed and charging both the insurance company and the patient is a form of fraud or a scheme to get more money at the company. Calling to speak with someone there is a challenge ************ normally says we cannot take the call at this time. ************ has not been helpful. Insurance and patient scheme to increase sales at Dasco should be warned, or stopped.

  Business response

  10/30/2024

  Thank you for bringing this matter to our attention.  We do apologize for the longer than normal hold times.  We are currently working to increase staff and reduce patient hold times to allow you to get in touch with customer service in a timely manner.   I also want to apologize for any inconvenience you have had with your supply shipments.  I see where we have spoken to you about returning the August shipment.  At this time, I do not see where we have received this shipment back but I have removed the outstanding balance due and your balance is now zero.   You have also been disenrolled from the auto ship resupply program.  Please be sure to contact us when the time arises for new supplies.   Customer Service is our top priority and again, we appreciate you allowing us to resolve this issue for you today.   Thank you and please reach out if you need further assistance.  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  last 3 orders my account with dasco cpap re supplies has some sort of automatic hold placed on it that blocks my re orders from processing until i wait the 10 days after the fact and then have to call in and have the reps check into the order and have them processed. They hound me numerous times a week when its time for the re orders and then have some sort of hold placed on processing for no reason.None of the times do anyone find any reason or explanation for the block and cant tell me who is placing the block on my orders. its hard enough making supplies last for 90 days in between but when someone is blocking the orders from being processed for no good reason and forcing me to extend the Waite time to get my order by almost 3 additional weeks , this needs to stop and stop now.

  Business response

  08/09/2024

  Mr. ******, 

  Thank you for bringing this matter to our attention.  We do apologize for the delay you have experienced in receiving your supplies from our company.   I have reviewed your account and have ensured that there are no holds on your account that will hold up the processing of your future orders. Providing great customer service is our number one priority at DASCO.   Thank you for allowing us to rectify this issue and we apologize for any inconvenience this may have caused you.  

  Customer response

  08/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: i have been down this road before and there may not be any hold NOW but when the next order comes due it seems to somehow sneak back in and mysteriously happen again and again , this had better be the last time this mysterious hold on my re order appears  .
  
  Sincerely,
  
  **** ******

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After repeated phone calls back in 2023 (which had me on hold for unprofessional amounts of time), I was assured how many payments I had left to pay for my machine. I called a final time to confirm my last payment (which I made). Now they are billing me for $2,533.39 for my bi-pap machine that they have already told me I paid off. They are also billing me for supplies I did not order in the amount of $343.61. I dispute this charge also, as I had already told them not to send me supplies unless I ordered them. And they have added a late fee of $15.00. From the beginning of my experience with this company, I have been deceived. They were supposed to have someone bring my machine and explain everything to me. This never happened. UPS just dropped it off and I began making payments. I am currently once again attempting to resolve this issue. It is July 22, 2024 and I have been on hold waiting to speak with a Dasco representative for 14 minutes. "******" picked up, asked for my account number. After an additional 14 minutes of holding, she came back on and said there are not enough notes in the system and that their insurance department would call me back. It is now July 25, 2024, and no one has called me to resolve this dispute.

  Business response

  08/09/2024

  Ms. ******, 

  We apologize for the issues that you have experienced with our company.  We appreciate you bringing these matters to our attention and allowing us the opportunity to rectify them.  We have turned off the resupply auto-ship at your request so you will no longer receive any supplies without calling to order them.  I have looked into your account and have recognized the mix up that occurred when there was a change of insurance during the rental of the BiPAP unit.   That error was on our part and I apologize for all of the confusion.  We have corrected the billing and reversed the incorrect claims.   There is no balance due and the rental has converted to a purchase.  Again, we are sorry for the inconvenience this has caused.  Customer service is our number one priority and we appreciate your business.  Please let me know if there is another further that I can do to assist you.  Thank you.    

  Customer response

  08/12/2024

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have called DASCO three times to cancel service. They continue to charge my credit card for supplies. I cannot stop the auto-pay feature online.

  Business response

  02/08/2024

  
  Attn: ******** ********
  BBB Investigator & Dispute Resolution Coordinator
  Better Business Bureau

  Dear Ms. ********,

  My name is **** ********, and I am the Executive Director of Customer Experience at DASCO Home Medical Equipment. I am writing in response to the complaint submitted by Mr. ********, with ID number ********, dated February 6, 2024.
  Upon receiving notice of the complaint, I personally reviewed the case, including monitoring the phone call in which Mr. ******** requested to terminate his auto ship service, disable autopay, delete his credit card information, and deactivate his account. Unfortunately, I discovered that the Customer Experience Specialist handling his request did not adhere to the proper procedures for disabling autopay and deactivating the account. As a result, Mr. ******** was charged a final copay on February 6, 2024.

  To rectify this oversight, we have provided additional coaching and training to the involved specialist to prevent such errors in the future. Furthermore, I have personally reached out to Mr. ********, leaving a voicemail to apologize for our mistake and to offer my direct assistance should he have any further questions or concerns.

  I can also confirm that Mr. ********'s account has now been fully deactivated, and all his billing information has been securely removed from our system.

  Please feel free to contact me directly at ****.******************** if you require any further information or if there are any additional steps, we can take to resolve this matter to Mr. ********'s satisfaction.

  
  Regards,

  
  **** ********
  Executive Director, Customer Experience
  DASCO Home Medical Equipment
  ****.********************

  Customer response

  02/08/2024

  
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Oxygen tanks we're scheduled to be delivered to me on Friday January 5th 2024 by Dasco Home Medical Equipment. I told the CSR that I had to leave for a doctor's appointment at 3:30 and so I needed delivered before then. She said she made a note of it in the file to the driver. The driver called me after 3:30 and I was already on the way to the doctor's appointment. I asked the driver if he could come later in the evening and he said no we close at 5:00. Every CSR I have talked to with the company says that driver's can work past 5:00 if there's open orders. So Dasco Home Medical rescheduled me for today Monday January 8th 2024. The delivery driver never called me and did not show up at my place of residence. I was on the phone multiple times with CSR's from Dasco Home Medical about the delivery of my oxygen. They said they're not able to contact the driver which by itself is a poor business practice. At 5:30 p.m. a representative of the company reached out to me and said there's nothing they can do today. So for the second time I have been rescheduled for tomorrow Tuesday January 9th 2024. IF they deliver tomorrow it will have been the 5th day since I was needing oxygen tanks. I honestly have my doubts if they'll even show up tomorrow.

  Business response

  01/12/2024

  Hello,

  I spoke with Mr. *** regarding the complaint. I apologized for the miscommunication regarding the delivery times and how late our technicians complete deliveries. He had been explained one thing when he called in to place his order but explained something different by the technician when he called attempting to make the delivery. I explained that our technicians are required to complete their daily routes whether that be a completion of a delivery, or the attempt being made to complete which is calling the patient and going to the home, knocking several times and leaving a door hanger if there is no answer. He did agree that he received a call on Friday, January 5th when the initial delivery was attempted, but he was not home. He mentioned for the second attempt on Monday, January 8th, he didn't receive a call and wasn't sure if the technician did arrive at his home, which resulted in a missed delivery. I let him know that we do monitor our technicians and I would verify that the technician was at his home as well as verify that calls were made. He appreciated that and I did let him know that I would re-educate our technicians to be sure that calls are being made to their scheduled patients on their route. Mr. *** did confirm receiving his supplies on Tuesday, January 9th. After speaking with Mr. ***, I was able to confirm using our GPS monitoring system that the technician did arrive at Mr. ***'s home on January 8th and remained at the location from 3:44pm-3:52pm attempting to make the delivery.

  Thank you!

  Customer response

  01/12/2024

  
  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.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was ordered a trilogy unit after a hospital stay. I was called and Quoted a price of $220 a month rental after my insurance was billed prior to delivering the unit. I verbally agreed to that price and specified I did not want auto withdrawals on my account. I would pay the $220 quoted to me They needed a card incase my payment wasn't made as backup. I then received a bill for $450 with a big stamp across it stating account if for auto withdrawal. I received a call from their office 5/28 or 5/29 to see if I'm having issues with the unit and during that call I stated at least 3 times this was NOT the amount I was quoted and that the did not have permission to withdraw the amount of $450 that was double what I was quoted and agreed to and they only had permission to withdrawal $220 I was quoted. I kept reiterating that during this call. June 6 the withdrawal of $450 was made on my account by this company. If these phone calls are recorders they can easily listen to the conversations I had.

  Business response

  07/13/2022

  Ms. ****** was indeed quoted $220 per month on her copay for rental equipment.  The initial bill was higher than quoted due to her deductible not being completely fulfilled for 2022.  While any quote of benefits is never a guarantee with regards to how an insurance company will process claims, DASCO will agree to only charge the quoted $220 for months where the deductible is not fully met.  A refund has been processed as of 7/13/2022 for the difference on the original payment and the account has been updated accordingly to ensure future months are billed according to this agreement.  We did attempt to reach Ms. ****** by phone today to let her know of this resolution. 

*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. ↩