ComplaintsforZoll Lifecor Corporation
Durable Medical Equipment
Multi Location Business
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/28/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was issued a Zoll life vest with prescription for my doctor. I have been having problems with it causing a rash or allergic burn reactions on my back. I have left messages with Zoll and my doctor has contacted them about it. Zoll was supposed to contact me but has not.Business response
10/28/2022
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 SupportCustomer response
11/01/2022
****** ******** *******
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
10/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have no issues with the Life Vest construction or function. I wore the Device for 3 months have to defibrillate my Heart. I received a Zoll Life Vest in March, 2022. It was requested by my *** ****** ** *** **** *********** *** **** ******* *******. I was Hospitalized following an **** *********. My Insurance Company (****************) approved of my receiving and wearing the Life Vest Device for 3 months. My Issue is with the scandalous Charges and Harassment for more money from me. My Insurance Company (***) was billed for $12975. *** paid Zoll $6447. Now 3 months after I returned the Device, after my Dr. ****** said it was no longer needed, Zoll is Billing me for an additional $1620. Zoll should be exposed, along with any Practitioners that might take Kick Backs ie: ***** surrounding the Prescribing of the Zoll Life Vest. Zoll should not have gotten the $6447. for *** and definitely doesn"t deserve any Money from me. The Zoll Life Vest may have a value of $2000. not the $30,000. to $40,000. there Sales People claim. Defibrillator Devise are available for less than $2000. Retail. They are often see in Stores Businesses in Cabinets for emergency use for Customers or Clients. The Zoll Devise is just like other Defibrillators - Charged Paddles, Battery and sensors. Zoll devises connect to Cell Tower to Their Monitoring Center to notify the Doctor. That,s Great - my ********** **** ***** ****** is Momitored for $24. per month and my $59. ****** security camera send me text or emails with pictures at no cost. .Business response
10/10/2022
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 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.
Sincerely,
ZOLL Patient SupportCustomer response
10/11/2022
I settled the dispute against Zoll on 10-07-2022 by paying *** of the $****. they said I owed them.
Please publish my Claim on your Web Site as I settled but I did it to save myself from the fear of further harassment and Bill Collectors - not because they were due the money I paid.
My feelings about Zoll have not changed one bit. I want people to know they are still a company that I would avoid.
******* *****Initial Complaint
09/23/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 1/24/22- After my husband's implanted defib's alarm went off, we were told at his dr's office, that it had to be disabled due to a broken lead wire and his Dr. had requested a LIFEVEST just until surgery could be scheduled to repair/replace it (a week or so). We were told that without a Lifevest he had no protection for arrhythmias which could lead to sudden death. He DID NOT want it on 24/7 - BUT he also did not want to die! They did not know cost but told us a Zoll rep would contact us and answer questions. On evening 1/25/22(********) called. She told me that our insurance had approved the Lifevest as medically necessary. I was concerned because I did NOT want to get a bill for $3000. She assured me I would NOT get a bill for $3000. A nurse came to our home (1/26) 90 min explaining how it worked - My husband STILL did NOT want it. She then told us of a similar patient who didn't want the Lifevest and how her husband came home to find her dead. He had defibrillator since 2008 and NEVER required a ICD shock only pacing(ATP)- Possible SUDDEN DEATH was AGAIN mentioned. I was afraid and reminded him it was only for a week or so. He reluctantly agreed. We had so many false alar** from this thing!!- going off often (+ in the middle of the night) alerting it was preparing for shock(we were told ONLY HE COULD stop the shock I was NOT ALLOWED to do it!) HE needed to be capable of stopping it. He takes script sleep meds and many times he was not waking up- STRESSING ME OUT because I WAS awake and could see HE WAS FINE -IF it went off THAT COULD KILL him and shock me too if I was touching him. Staff shortages =surgery date to be Feb 17(23 DAYS) Lifevest billed my Insurance $4075. My insurance's "discount" brought bill to $2900 they paid $232.45 - I was billed $2667.55. I have already paid $2100 which is CRAZY for 23 days of using a vest that was always going off for NOTHING!! Their SCARE TACTICS and outrageous BILLING is SO WRONG! STILL getting bills THEY WANT MORE$Business response
09/27/2022
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 SupportCustomer response
09/27/2022
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
08/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
After losing my mother 2 weeks earlier, I had an Echocardiogram preformed. A few days later I was told my LVEF was 32%. Was told I would need a Lifevest. I was told the next day that my insurance approved me for it and a rep from Zoll Medical came to my house to fit me for it. The next day went to see a cardiologist, he wasn’t sure I needed the vest. I had a MUGA scan it showed my LVEF was 59.5%. I got the vest on 6/29/2022 and returned it on 7/13/2022. I got a bill from Zoll for $1530.00 after my insurance paid $1530.00!! I was told it was covered. If I would of known what it would cost,I would of never got it. Zoll should tell these patients before they get the vests what their responsibility for it is. They know up front what they are getting from these insurance companies. Zoll offer me a discount which brought it down to $918.00. It’s ridiculous!Business response
09/07/2022
September 7, 2022
BBB of Western Pennsylvania
520 E Main Street
Suite 100
Carnegie, PA 15106
Complaint ID: ******** Account Number: ********
**** *** *****
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 SupportCustomer response
09/07/2022
[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.]
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. The customer service representative was great to deal with.
Regards,
******* ****Initial Complaint
07/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I was required to wear the ZOLL lifevest starting on 04/02/2022 due to a heart issue i was having. I wore the lifevest from 04/02/2022- 05/09/2022. I called the representative who brought it to me and educated me on how to use the device and care for it. She told me that I could either mail it back with the return address sticker inside the box, or call her to pick it up. I called her the day after my appointment. She picked up the device, I got a bill in the mail for the difference of what my insurance company did not pay. That bill was for the month i wore it in the amount of 323.50. I have the receipt of payment. I receive a bill on 06/17/2022 for almost 1,000$. I called them today, was told they did not receive it until 06/03/2022. And I don't understand why, but they claim they charge for possession time. Their website says nothing like this. It says once you are done with the device ship it back with the return label. And they bill on the 2nd of every month. I do not have this type of money. I have major medical bills and all they are worried about is money.Business response
07/19/2022
July 19, 2022
BBB of Western Pennsylvania
520 E Main Street
Suite 100
Carnegie, PA 15106
Complaint ID: ********
Account Number: ********
ZOLL is responding to the letter for the above ID number.
We have made multiple attempts to contact this individual directly to address and resolve their concern but have been unsuccessful in reaching them. We have tried to contact them by phone over the past day. We have left 1 message but to date have not received a response.
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 SupportInitial Complaint
06/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
07-30-21 - I was rushed to the hospital because of chest pains. It was determined I had a heart attack, due to 100% blockage in the left ventricle & I needed a stent. The day of discharge I was told that I could not be discharged without a Zoll life vest, like it was being forced on me. I had to wait for the Zoll representative to come fit me, & explain how it worked, before being discharged. The Zoll Rep arrived, fitted me, gave me a brief explanation of how it worked. I was told my insurance would cover it. I was discharged and told to wear it for 3 months, & I had to be evaluated before I could stop wearing it. I had nothing but daily issues with the life vest during the 3 months I wore it. I had red welts, it beeped & was ready to shock me constantly, during the night when sleeping & throughout the day when I was just sitting. I called Zoll to complain and Representatives were sent to my house 5 times to check & refit my vest - none of these visits alleviated the issue. I returned the vest to Zoll on November 8, 2021, after my cardiologist approved my not wearing it anymore. Zoll has charged me $4,075 for 4 full months (8/2/21 - 9/2/21, 9/2/21-10/2/21, 10/2/21-11/2/21 and 11/2,21-12/2/21). I was told by Zoll Customer Service the November charge would be prorated for November, since I returned it on 11/08, I was charged the full amount through 12/2. My Blue Cross Blue Sheild-Federal Employee Insurance paid $13,462.04. Zoll has charged me $2,837.96 of which I sent a payment for $500, because they keep sending me statements and calling my home. I would like this issue resolved because: - I was told by BCBS-Federal that Zoll charged above their exceeded allowable contract agreement, and we should not be responsible for the outstanding charges. - The vest did not work & we tried to resolve it 5 times with Zoll Representatives - As a heart attack patient, I felt forced to take the Zoll Life Vest by hospital medical staff, or I could not be dischargedBusiness response
06/29/2022
June 29, 2022
BBB of Western Pennsylvania
520 E Main Street
Suite 100
Carnegie, PA 15106
Complaint ID: ********
Account Number: ********
**** *** *****
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 SupportCustomer response
07/05/2022
[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.]
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
06/12/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
On December 11, 2021 I was rushed to the hospital because I could not breathe. As it turns out, I had double pneumonia again after being diagnosed with ***** ********* in August of 2021, even though I was fully vaccinated. After many tests, I was told that I had heart failure as well, and they put my on medication hoping that in three mos. my heart would heal itself to the point that my ejection fraction would improve. Four days later I was to be released, but I had to be released with a Zoll Life Vest, just in case my heart happened to fail during my recovery. I was fitted in the hospital for the vest and given instructions on how the vest worked. I was also told that my insurance would cover the cost of renting the Zoll Life Vest at that time. I was told to wear the vest 24/7 which I did. However, this vest beeped at me a lot of of the time, and there were times when the device told me it was going to shock me, but I was just sitting in the kitchen. I began to doubt the device even worked correctly, but I continued to wear it, because I was told too. I wore the vest for duration my cardiologist told me, and followed Zoll's instructions to the letter. Then I received a statement in the mail, which stated I owed them $3,131.93 for the renting of the Life Vest, Zoll actually billed my insurance company $8,400 for three mos. of wearing the device. Had I known the price to wear this vest was so inflated and that my insurance company would not cover the cost of the Life Vest, I definitely would have asked my doctor if there was another device I could use while recovering at home.Business response
06/15/2022
June 15, 2022
BBB of Western Pennsylvania
520 E Main Street
Suite 100
Carnegie, PA 15106
Complaint ID: ********
Account Number: ********
**** *** *****
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 SupportCustomer response
06/15/2022
[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.]
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
06/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
After 2 stints were placed in my heart, my doctor told me I had to wear the life vest or I might die. There was a mix up at the hospital and I was sent home without the vest, with no issues. A Zoll representative was at my home 4 days later to fit me with the vest. I had insurance and was never informed that I would have to pay a sizable amount for this vest. My doctor gave me the all clear a little over a month later and I returned the vest in the box Zoll provided. Evidently Zoll will not charge for a partial month so they charged my insurance company for 2 full months at $4,075 per month, a total of $8,150. My insurance company paid $2,859 per month for a total of $5,719.64, which seemed more than reasonable. Zoll sent their first bill to me for $2,425 on 8/2/21. I left a message but never received a call back. Then on 12/2/21 they started billing me for 3 months, a total of $3,635.54. I left another message and received no call back. Now I have a letter advising that they will send this to collections if I do not pay 50% of this bill, a total of $1,817.77, by 6-30-22. Again, they will not return my call. My insurance company more than compensated them for their services and I should not owe any additional money.Business response
06/14/2022
June 14, 2022
BBB of Western Pennsylvania
520 E Main Street
Suite 100
Carnegie, PA 15106
Complaint ID: ********
Account Number: ********
**** *** *****
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 SupportCustomer response
06/15/2022
[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.]
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
05/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
10-30-21 I was rushed to the hospital because I was having a stroke. I was given the clot busting drug because their evaluation showed I had a stroke. I was admitted to the ICU for further testing. During the tests that were given to me, they also determined that I also had a heart attack. So, I had to spend the next several days in the ICU. Upon the day of discharge the Cardiologist told me that I need to have a Zoll life vest before they would discharge me. And, that i had to wait for the Zoll representative come fit me with the vest and explain how it worked, before I could go home. They weren't going to discharge me, until I was wearing the Zoll life vest home. it was almost like it was being forced on me. The Zoll lady arrived she fitted me with the vest gave me a brief explanation of how it worked, and not to worry, that my insurance would cover it. Let me also say that I was medicated, (Narcotics) so things got fuzzy. So, after getting the life vest fitted, they released me to go home. I made and appointment with the cardiologist that saw me in the hospital, she said that i had to wear it till i had further testing done. The test showed that i needed a quadruple bypass, and that i had to wear the life vest till after the surgery. Let me tell you half the time this thing did NOT work correctly, it was constantly beeping like it was getting ready to shock me. After the surgery, I couldn't hardly get out of my recliner, let alone schedule a pickup/return the vest. So i was probably being billed for all that time too. Months after the return they sent me a bill for $600. I called zoll, they reduced that bill to $400. Now yesterday I got another bill for $1202.48 I am disabled due to multiple medical problems, and I'm on a very fixed income. Had I know this was not going to be covered, I would have told them no thanks, i cant afford it. I would have left AMA without it. I asked my dr if she knew that they charged this much for the vest she said no.Business response
05/19/2022
May 19, 2022
BBB of Western Pennsylvania
520 E Main Street
Suite 100
Carnegie, PA 15106
Complaint ID: ********
Account Number: ********
**** *** *****
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 SupportInitial Complaint
04/28/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On November 19, 2021, I went to my cardiac specialist to shut off a defective intracardiac defibrillator device that had been implanted in my chest in 2014. I have a history of sudden cardiac arrest, and when the doctors shut off the defective device, they arranged for Zoll to administer a defibrillator vest at my home later that day, which was to provide coverage in case I had a cardiac arrest in the period between shutting off the defective device and replacing it with a new one. Before I was administered the vest, Tracee, an area representative from Zoll, reached out to me via text saying that she needs my insurance information to get the order approved. I gave Zoll my insurance information to run a prior authorization for insurance. When I followed up with them, I was told that my order was approved. At no point did anyone indicate that I would owe anything. A representative showed up at my house much later that evening, around 11PM. I was led to believe that this LifeVest would be covered by my insurance since it was of medical necessity, and I was never told that I would have to pay 25% of the cost, which ultimately added up to $1,213.46 for the two-month period I was using the vest (and would’ve been $1,500 had I not maxed out my insurance deductible). Had I known I would have to pay this, I would not have agreed to using this device at all. Additionally, I had my ICD-replacement surgery on January 11, 2022, and Zoll still charged my insurance for the full month that started on January 19, 2022, when I was not using the vest at all. After receiving the bill I called Zoll to clarify the charges since they had previously made it seem like the prior authorization was approved, meaning that the device was fully covered by my insurance. The customer service representative just reiterated that I owed this amount and needed to pay it. I feel like my initial interaction with Zoll was misleading with the sole intention of making a sale.Business response
05/09/2022
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
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Customer Complaints Summary
66 total complaints in the last 3 years.
20 complaints closed in the last 12 months.