Gould's Discount Medical — Local services in St. Matthews

I normally don't write reviews, but felt I needed to share my experience in hopes it helps others out there that uses Gould's - especially for durable medical equipment rental.

I needed a knee scooter for an ankle injury. My initial interaction with Gould's was great - very helpful. I was told that they don't file insurance with rentals, which was understandable. I returned the knee scooter after a month with no issue. I received a paper that it was returned and no other information was needed/provided.

However, today, I noticed an unauthorized transaction with my credit card that had been used for the SOLE PURPOSE for this knee scooter; but, the charge on my credit card was UNRELATED to this knee scooter. I eventually found out that it was for a walking boot that my doctor gave me while at a doctor's visit. I never received a bill from Gould's advising me of this charge, nor was I ever advised that I had a balance on my account when I returned the knee scooter. I called multiple times today to get in touch with the billing office. I did receive a call back and was able to speak to someone (Teresa). This phone call turned out to be one of the rudest conversations I've ever had with a business (and I work for a health insurance company in the grievance & appeals department). I was advised of the following:

They had on file that they sent me a bill (which come to find out based on the receipt I was given after I returned the knee scooter was my old address - NOT my current one) - I NEVER received this bill; I have had NO issues getting my mail since I've been at my current address for almost a year; I also receive a daily email from USPS of what I am receiving in the mail for THAT day; I never received anything from Gould's - I was told this was MY fault My credit card that was on file (for the knee scooter rental) was still on my account and set up for "auto-pay" even AFTER I returned the knee scooter; I was told it was MY fault that I didn't inform them to remove this card from "auto-pay" - incorrectly assuming that returning the rental equipment that it was ONLY AUTHORIZED TO BE USED FOR would still be attached to my account and set up for "auto-pay" Because it had been over 20 days since they said they sent me the bill, the system took out the entire amount due for my walking boot - b/c the card was still set up on "auto-pay"

I was told it was MY fault that I didn't inform them to remove my card information when I returned my knee scooter - no one advised me either that I would need to request to do that. I was advised that their system can't differentiate between what equipment is a rental, and which is not, so the system will charge/take the entire amount due. This is also not shared with customers when completing these types of transactions. I asked to be refunded the amount that was unauthorized back to my credit card, and was told that I would have to make a COMPLETE payment with another card before they could refund that money back to the card they had on file. When I also asked for a copy of the receipt and confirmation of the refund to be mailed to be, Teresa rudely said "Are you sure? You're apparently not getting your mail". My intent for the call today was NOT to get out of paying a balance that I owed - especially after filing with my insurance.

If you are renting equipment from Gould's, PLEASE make sure that you tell them to remove your card from your account upon returning the equipment. Otherwise, you risk having to go through the same issue I just went through. I can only imagine how they treat/talk to others that are on more of a fixed-income situation and wouldn't be able to financially handle a situation like this. You say your employees have compassion and understanding...........I definitely didn't see/experience that today. I will no longer be doing business with...

New patient to Gould’s AdaptHealth company, and now Premier Home Care.It’s been a very rocky road so far with company name changes. It was fine getting CPAP supplies in person to begin with, but now having to call for supplies is a total nightmare. Phone numbers change constantly for supplies, customer service and billing problems. My first order for supplies came in wrong size. Called for service and was given more numbers to call. Customer service representatives passed me around for 30+ minutes on phone before I was given a person who stated they would exchange items and send a call tag for return with in 24 hours to my email. Seven business days later I received the right items, but no call tag. Called again and asked about call tag and about invoice . Person said to hold and he would check on both. After another 20+ minutes he stated no call tag had been issued, so he would send me one. He also placed me on hold to inquire about invoice. They transferred me to accounting who told me to not pay invoice, that a new one be issued showing correct items. New invoice arrived 20 days later showing same invoice number, and same wrong item sizes but higher prices than first invoice. Again I called and waited on hold and was told wait time was 10 minutes or less. After 10 minutes I placed call in return call setting. Received call back and representative asked for account number, patient name and date of birth. After a pause was asked again for information and for a third time. He told me amount owed, and I explained again what I had been told about invoice being corrected and that new one was not and prices had been increased. He told me that amount I owed. I questioned new bill, and he would not listen, so I asked for his supervisor. After another 5 minutes on hold he told me supervisors were all busy, Really? and told me they would call me in 24 to 48 hours. . Tried calling Gould’s for help and was told that I would need to call customer service at Premie Home...

Called in regards to phone calls and letter I received saying they had a machine which I didn’t need. The customer service rep was nice and said that he’s aware of the letter but they had not ordered a machine. He does not know why they send out the letters saying that.

However, I did place an order of supplies while speaking with him. I got sent things I did not order, incorrect items of what I did order, and did not receive one item which I needed. He also stated they would call prior to shipping the order to verify cost, but this never happened.

I took time to make a second call. The woman was friendly but seemed rushed. Maybe they keep their reps on a timer or she was busy. I’m not sure. She asked if I wanted to return them and I said no, I would use the supplies. She also said that I could exchange them by taking them in. I told her I did not want to spend time taking in the items and I would use them but wanted to tell them they were incorrect plus order the item I did not receive. I thanked her for being solution oriented but I also believed it was important to communicate what went wrong to make sure there is not issues in the future.

She finally began typing up my report of events and said she would send it to her supervisor and placed another order for me to received the supplies I still needed. As of the moment, I don’t have much confidence.

I kept two stars due to the customer service reps being kind and professional. The supplies were also shipped and received quickly.

I do not have interest in contacting this company again over this issue. They are free to read the written review or ignore it. I ask that they do not leave a comment requesting my time in calling customer service again. As that did not work previously, I have no intention in repeating that action.

This review is intended to share my opinion and personal experience for other consumers. I intend to update the review appropriately based on further interaction and current...