Business ProfileforFirst Stop Medical Supply Inc

BBB received consumer complaint activity indicating this business makes unwanted calls offering durable medical equipment to be covered under Medicare and/or insurance.

In March 2019 BBB requested the business to substantiate their telemarketing license or substantiate written consent given to contact consumers alleging unwanted phone calls.

The business responded in March 2019, indicating they decline to provide such information.

BBB has received a pattern of complaints concerning Billing and Sales Practice Issues.

Specifically, consumer complaints allege the company will continuously call to offer durable medical equipment covered by Medicare or insurance, in some cases claiming to be agents with Medicare. Consumer complaints further allege that consumers receive unauthorized products that were not ordered, finding that Medicare or insurance was billed; in some cases, the business attempts to collect from consumers the amounts not covered by insurance.

BBB contacted the business in January 2019 in order to obtain the business position on the matter.

The business replied to BBB in February 2019 with the following answers:

"First Stop would like to make it clear that it does not solicit individuals and that it operates its business in full compliance with all applicable federal and state law related to solicitation, as well as Medicare rules and regulations--including those relating to patient solicitation and telemarketing. In particular, First Stop adheres to a strict policy of only calling customers directly after obtaining their express consent to be contacted. In addition, First Stop only furnishes items, including orthoses, that the recipient has requested or ordered.
In fact, First Stop utilizes online marketing platforms that provide the general public with information on medical supplies provided by the company. These platforms require potential customers to enter their information (name and phone number) and present potential customers with the option of giving their consent for First Stop to contact them by telephone concerning medical supplies. This written consent is obtained when the potential customer clicks a "Yes" box, which indicates the potential customer agrees to be contacted by First Stop at the phone number previously entered. Once a potential customer gives their consent to be contacted, First Stop uses that information to contact them by telephone. On this call, First Stop obtains the customer's express consent or request for the item. As a further safeguard, First Stop delivers an item to a customer only after receiving a valid written order from the patient's treating physician.
While First Stop firmly believes in the appropriateness and compliance of its business operations, it understands that miscommunications and inadvertent errors may occur from time to time. As such, upon receipt of a customer, First Stop makes every effort to quickly address and resolve the customer's concerns. In particular, First Stop offers a 30-day return policy on all items provided to its customers and notifies them of such policy in writing with the delivery of an item. First Stop appropriately refunds customers and third-party payors for all returns received in accordance with the written return policy.
However, should you, or a consumer, have any additional questions, please do not hesitate to contact Dean Merrick via telephone at 1-833-501-0664 or via email at info@firststopmedicalsupply.com."