I tried to purchase a sequential compression device through this store, and the experience was awful. IOC's owner and staff lied to me, tried to gaslight me, and are just rude and unprofessional. They are very cruel, and do not care about the wellness of their customers. I urge people to avoid this place like the plague.
At first, the front workers seemed friendly and helpful, and I was happy by this store's product selection. On March 9, I spoke about our needs with Sky, and she said that IOC could order the device without problems. I sent over dozens of pages of medical documentation that she requested.
Things soured quickly. By March 19, they hadn't sent any updates or even started the process. Sky and the other staff started giving me the runaround, and every day I'd hear some new excuse for why the order hadn't been submitted: they got busy, they had a staff meeting, they were waiting for the doctor to reply, they were missing information, etc. Each time I asked what specific information they needed, or what I could do to help speed up the process, but nobody could tell me. I stressed the urgency and importance of the device since my relative was suffering without it, and they always promised to get it done but never did.
Things came to a head on Wednesday, March 24, over three weeks past our first encounter. Sky lied to me about sending a fax. The previous day, she said she had faxed over a request to the doctor for more information. The doctor never received the fax, so I asked Sky to send the fax again; she said she would do so. Turns out Sky never sent the fax and she admitted to that fact!
I asked to speak with Mark, the owner and person in charge of submitting orders. He was super defensive and belligerent. He didn't ask what was wrong or how he could help but immediately started blurting out excuses about the process being so difficult and needing more paperwork. When he finally stopped talking, I explained to him that insurance processes had nothing to do with his own company's incompetence and lying to me. He simply stated that the staff "gave me wrong information." No apology. No urgency or attempt to make things right.
I repeatedly asked him what specific information he needed, but he couldn't or wouldn't tell me. I repeatedly asked him to call the doctor's office to get the supposed information he needed. He just kept spewing excuses for the delay. He rudely told me that "I didn't know what I was talking about" and falsely told me that I was the cause of the delays. I explained that my relative needed this device ASAP. I told him insurance already confirmed they would pay for it.
Finally, he snapped and smugly told me that he was reneging on the order, and that my relative would just have to order elsewhere. I could tell that he was satisfied with himself at "punishing me" in retaliation for confronting his company's BS. Mark is so petty and cruel to punish an innocent person who had nothing to do with the conflict. My relative had already suffered needlessly for weeks, and Mark was happy to make it all for nothing. Now we would be forced to start the process all over again with another company because Mark is a petulant child who refuses to take any responsibility. What kind of man, what kind of human being acts like this? Mark has no business owning a business.
There were much better ways to handle this. They could have been proactive, asked the doctor or me for help, or been upfront with us and had us go elsewhere. Instead, IOC wasted 3 weeks of our time, time that my relative spent in agony. Mark could have stepped up and done the right thing, but he refused to do so. I am angry because his cruelty and indifference caused needless pain for my relative.
Oh, and IOC apparently rips off customers and insurance companies too. They wanted to charge $1,400 for the SCD; I was able to purchase the exact model that was used in the hospital for $650. Avoid this place like your life depends on it, because it does. read more
