ComplaintsforZoll Lifecor Corporation

Durable Medical Equipment

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Initial Complaint
09/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a Zoll Lifevest at ******* ***** **** ***** after suffering a heart attack. The rep fitted me with the vest and explained that my insurance had approved the coverage. I used the device continually for the first month until the battery charger and modem were damaged after a lightning strike. After replacement, the device started trying to shock me due tue "interference" around me, so I stopped wearing it. I contacted Zoll and returned the device. I now have a bill for $1600. When I contacted my insurance, United Healthcare", they had never received anything from Zoll. This seems to be a recurring theme in the complaints section and sound like a deceptive practice problem. When I spoke with Zoll about the billing, I was told I owed 20%, 20% of WHAT!? This device is faulty AT BEST, gives 0 feedback and tries to shock you due to "interference".
Business response
09/05/2024
********* ** **** *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****
Complaint ID: ********
Account Number: *******

Dear *** ******,

We spoke with this individual directly on 9/5/2024 to understand and address their concern.

We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.

We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.

Sincerely,
ZOLL Patient Support
Customer response
09/05/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
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.

Regards,

***** ******
Initial Complaint
08/20/2024
Complaint Type:
Product Issues
Status:
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.
1/06/24. dr order a life support best after i suffered a hearth attack to wich i toldthem that i dudnt wanted it i was in the military and i tild them that it cpuseme ansxiety i was sent home wjth it any way i gaveit a try and used it for one day and called them ind again told them.that didn wanted and it was supposed to be picke up which never happened i ended.up takeing ot to.UPSmyself next thing you lnw i get a billed1236.98 the devise was suppose to giveme a shock in case of a hearth attack as i said.bedore i only used it for a couple of days this thing was supposed to monitor my hearth in case of an emergeny.well i tryed it and didn work.my concern is that since it was to monitor my hearth and the fact that i didn used it should reflect on the lock of activity i coud had been dead for pll they knew im willing to paythem for the day that i wore it.and olso at the hospital i was given a smoll size .and i was told that they would send me a bigger size i called and i i was told that i signed this is is after i had a nassive heart attack i now have 2 steams on my arterys and the other 2 im takei g medixation.i consider the a hard sell gicen the circumstances thank.you for your time
Business response
08/20/2024
****** *** **** *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****
Complaint ID: ********
Account Number: ********

Dear *** ******:

ZOLL is responding to the letter for the above ID number.

We have contacted this individual directly to understand and address their concern. We have been able to resolve their concern.

We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.

We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.

Sincerely,
ZOLL Patient Support
Initial Complaint
08/15/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a massive heart attack on August 13, 2023. The day before I was discharged, a rep from ZOLL came to my room to discuss a LifeVest. I was too sick with my heart attack to recall everything so the history is being provided via my husband. According to my husband, the Zoll Vest was left in my hospital room by a Zoll representative. It was brought home when I was discharged. I had no idea how to use it (shown me in the hospital but could not remember anything. I was in no shape to be discussing this or making any decisions, I ended up signing the paper work.). At home, it sat in the box for a few days where I recovered, but then was re-admitted to the hospital with a serious kidney problem resulting from one of my meds. When I was discharged the 2nd time, my husband Googled Zoll vest to see what he could find out about the use. Once Googled, he found an overwhelming amount of complaints about its use of the vest including that it went off frequently for no reason. We made the decision not to use it. He called Zoll and told them I was not going to use it and requested how to return it. Zoll arranged to have UPS pick it up which was done. UPS provided the shipping label for Zoll. When they came, they attached the label and took the vest. Zoll verified per phone that they received it. The vest was never used by me. I had no reason to believe Highmark would be billed since we sent it back with Zoll’s approval - my insurance paid them thousands of dollars!!. I received a bill for $669.80 a few months later. I called Zoll and reminded them I returned the vest unused which they had they approved. They kept sending bills. On July 5th, I got another bill saying “To close my account in good standing, Zoll is offering me the following discount: Discount is applied - $334.90” If not paid, they would refer my account to an outside agency for collection. I paid this on 07/17. Today, I received another bill for the remaining half!!!! ***** ******
Business response
08/20/2024
****** *** **** *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****

Complaint ID: ********
Account Number: ********

Dear *** ******,

ZOLL is responding to the letter for the above ID number.

We have made three attempts to reach the complainant. Our messages were not returned.

We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.

We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.

Sincerely,
ZOLL Patient Support
Customer response
08/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Zoll has not contacted me three times - in fact, I have heard nothing from them. I am retired and always have my phone by me. Their saying they have tried contacting me does not resolve my issue.

Regards,

***** ******
Business response
08/21/2024
*** ** ******* ************ *** * **** ****** ***** *** ********* ** *****

Complaint ID: ********
Account Number: ********

Dear *** ******:

ZOLL is responding to the letter for the above ID number.

We have contacted this individual directly to understand and address their concern. We have been able to resolve their concern.

We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.

We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.

Sincerely,
ZOLL Patient Support
Customer response
08/23/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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.

Regards,

***** ******
Initial Complaint
07/03/2024
Complaint Type:
Product Issues
Status:
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.
Faulty equipment when contacted they refused to replace the equipment
Business response
07/05/2024
**** ** **** *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****

Complaint ID: ********
Account Number: ********

Dear Ms. Folino,

We spoke with this individual directly on 7/5/2024 to understand and address their concern.

We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.

We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.

Sincerely,
ZOLL Patient Support
Initial Complaint
06/21/2024
Complaint Type:
Billing Issues
Status:
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.
On March 9, 2024 I went to the ER and was fitted for a Zell vest. I was told that my insurance should cover the vest. The vest was very uncomfortable and I never used it again after March 11, 2024. The vest sat in a box from Mid March until the first week of June 2024. The vest was not used at all after March. No usage what so ever. They have no data of the vest being use since it sat in a box. Zoll Services billed my insurance $4, 865 dollars per month for March, April and May of 2024 for a total of $14, 595, my insurance paid a part of it and now I owe $3,246 for a vest that I did not use for more than 3 days. The vest sat in a box unused and was mailed June 2024 to them. I feel robbed and blindsided. Why should I pay for 3 months when the product was not used for even one week. Please help.
Business response
06/28/2024
**** *** **** *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****

Complaint ID: *********
Account Number: ********

Dear *** ******,

We spoke with this individual directly on 6/28//2024 to understand and address their concern.

We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.

We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.

Sincerely,
ZOLL Patient Support
Initial Complaint
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Have been getting correspondence from Zoll Life Vest Co. I never ordered a Zoll life vest. Today I received an empty box from the company. I want to talk to someone from the Co.but I can't get them to call me back.
Business response
06/05/2024
June 5, 2024

BBB of Western Pennsylvania
520 E Main Street
Suite 100
Carnegie, PA 15106

Complaint ID: ********
Account Number: ***

Dear Ms. ******,

We spoke with this individual directly on 6/4//2024 to understand and address their concern.

We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.

We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.

Sincerely,
ZOLL Patient Support
Initial Complaint
05/21/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
My mother had a heart attack on Tuesday, June 20, 2023. She was in the ICU for 4 days due to complications. On Thursday, June 22, 2023 the day before she was discharged, a rep from ZOLL came to her room in the ICU to discuss a LifeVest. It essentially detects any life threatening irregularities in your heart rhythm and sends a shock to bring it back to a normal rhythm. My mother had explained to the rep that she had a DNR in place now and that she was not interested. The rep explained that my mother's doctor had ordered it. My mother asked if it was going to cost her anything, the rep said her insurance would cover the cost. My mother told the rep that if it would end up costing her anything, she did not want it. The rep assured her that everything would be covered. Although my mom was in no shape to be discussing this or making any decisions, she ended up signing the paper work. This paper work that I have is 16 pages long. The details in the paper work were not fully explained to her. She only had the equipment for maybe 4 months, as we had trouble with the unit even working properly. She didn't wear it much in those 4 months and she decided she didn't want it anymore. A rep picked up the charger and one battery at my mother's home, and the vest and one battery at my home. A few weeks later we got a bill for missing equipment. They were claiming that the charger was not returned, which is impossible. I called and the person I spoke to told me that it most likely was not scanned properly into the system as returned. They continued to bill her and then began calling her home and my cell phone constantly. I had to firmly ask them to stop as the calls were beginning to affect my work day. She then started receiving bills for rental costs. Although she was told that she would have no financial responsibility, she was being charged for a monthly rental fee of over $700. This has been an awful experience for my mom and I and needs to be resolved as soon as possible.
Business response
05/21/2024
Dear Ms. ******,

We are unable to identify the patient for which the complaint was filed.

Are you able to reach out to the complainant and ask for the patient's identifying information? (first/last name/ birth date/address)

We will complete our investigation once the patient is identified.

Warm regards,
ZOLL LifeVest
Customer response
05/22/2024
The additional information that ZOLL is requesting for Complaint #******** is as follows:

Name: ***** * ****
DOB: **********
Address: ** ****** ***** ******* ** *****
Best,

******* ********
Business response
05/30/2024
BBB of Western Pennsylvania
520 E Main Street
Suite 100
Carnegie, PA 15106

Complaint ID: 21741153
Account Number: Z6325742

Dear Ms. ******,

ZOLL is responding to the letter for the above ID number.

We have made three attempts to reach the complainant. Our messages were not returned.

We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.

We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.

Sincerely,
ZOLL Patient Support
Initial Complaint
05/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Last year I was forced to get Zoll vest.They charged me thousands over the time I used the vest.I got my pacemaker/defiberlator put in about a year ago.As soon as I got home called,got a box and sent the equipment back.Haven’t heard from them in months.Today seen a note on my front door wanting their equitement back.Sitting here with chest pain with a EF of 25-30%.These people are going to stress me till I have another heart attack.Either they stop the harassment or I go to the channel news to investagate.So tired of these bully scammer businesses praying on the sick and older seniors.********* ***** *****
Business response
05/13/2024
*** *** ****

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

Complaint ID: ********
Account Number: ********

Dear *** ******,

We spoke with this individual directly on 5/13/2024 to understand and address their concern.

We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.

We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.

Sincerely,
ZOLL Patient Support
Customer response
05/14/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
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.

Regards,

********* *****
Initial Complaint
03/06/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was fitted with a Zoll Life Vest after an 5 day stay in the ICU after a kidney infection caused problems for my heart also. I was told I had to wear the vest in order to leave the hospital. I was also told it was covered completely by my insurance provider, Blue Cross. In fact, my release was delayed while this approval was being sought out. Then when the customer service rep fitted me for the vest, I was again told my insurance was approved to cover 100% cost. I then wore the vest for 3 months between end of April to July 2022. Returned the vest and received notification from my insurance that Zoll had billed them and that the bill was accepted and paid. No copay, esp because our deductible has been met. It's now March 2024 and have received a bill for 689.91. Zoll phone rep stated it's for the amount we own after insurance. Then we call Blue Cross and they again say..NO we paid them and your policy at the time didn't have a copay or deductible. So you don't own. They even got on the phone with Zoll and have requested a review of the bill,stating the reason why. We are now waiting to see if anything comes from that. Wanted to create this report because this is just flat out fraudulent representation by the Zoll company. It billing fraud..to collect from the insurance and then seek money us also. That's why we have the insurance we have. And what is with this not billing us for nearly 2 years? If this doesn't get resolved via Zoll speaking to our insurance or us directly, I will be bringing legal action against them.
Business response
03/07/2024
***** ** **** *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****
Complaint ID: ********
Account Number: ********

Dear Ms. ******,

ZOLL is responding to the letter regarding additional concerns for the above ID number.

We spoke with this individual directly on 3/7/2024 to understand and address their concern.

We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.

We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.

Sincerely,
ZOLL Patient Support
Customer response
03/13/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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.

Regards,

********** *****
Initial Complaint
02/19/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was hospitalized in July 2023 with extremely high blood pressure due to continuing heart problems. I was told that I may need a life vest as part of treatment. A representative from Zoll came to fit me with a life vest and I was just told how to wear it. I was asked to sign a paper stating that I had received the vest. No rental fees or other financial obligations were discussed. I was under the impression that my health insurance would pay for the entire thing. I wore the device for approximately three months, promptly returned it, and initially received no bills for the device. A few months later I received a bill from Zoll which was over $1,300.00. I called and spoke with a representative who informed me that my insurance did not fully cover it and that the rest of the cost was my responsibility. I was informed that there was an additional rental fee to be added to my bill. I was also informed that I had signed a letter of financial responsibility upon receipt of the device. She said that it was in the "fine print" of the receipt that I was told to sign and never given a copy of. I stated that I cannot afford this and am very upset that I was put into this now stressful situation with my chronic heart condition. To avoid having them register a complaint with the Credit Companies, I agreed to pay them $20.00 a month, thus adding another financial expense to me for many years to come. This is very deceitful and dishonest of this company to charge such money without clearly advising the consumer of the substantial rental costs that are not covered by insurance. Based on reading other complaints and reviews, I am not the first one this has happened to. I also want to share this story with as many people as possible so that they will be aware to talk with the insurance company before accepting this device so that they will not be faced with this unexpected billing crisis. It is morally unacceptable and unethical to deceive others when they are sick and elderly.
Business response
02/26/2024
******** *** ****
*** ** ******* ************ *** * **** ****** ***** *** ********* ** *****
Complaint ID: ********
Account Number: ** ******
Dear Ms. *******:
ZOLL is responding to the letter for the above ID number.
We have contacted this individual directly to understand and address their concern. We have
been able to resolve their concern.
We care deeply about patients and families dealing with heart disease and are committed to
ensuring patients have a positive experience with the LifeVest wearable defibrillator.
We work every day to provide our patients with safe, high quality products and the support they
need. Our team is available 24/7 at ************** to answer questions and offer support for
patients, their loved ones, and caregivers.
Sincerely,
ZOLL Patient Support
Customer response
03/07/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
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.

Regards,

**** *******

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