FAQ

HOW SOON ARE REQUESTS/ORDERS ANSWERED?

Gould's Ecommerce Site is staffed Monday – Friday 9A – 5P. Responses to emails sent after working hours will be sent on the next business day, during regular operating hours. 

WHY AREN'T THE PRICES LISTED ON ALL THE PRODUCTS ON GOULD'S THE WEBSITE?

There are many reasons for not listing a price with the online product. Here are three.

  • Gould's Discount Medical is dedicated to providing high quality professional home health and respiratory products & services to patients with special home service needs. Deciding on which product is best for you may seem simple, but medical supplies and equipment are designed with individual issues in mind. Our professional, certified, highly educated, trained staff needs to be certain that our customers purchase the correct product for them – the one that will generate the best outcome. In many cases one of our staff members will need information before Gould's is able to dispense an item.
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  • The healthcare industry is controlled by government mandates. In many cases Gould's is not legally allowed to sell a product without acquiring very specific information and documents. Those items are not priced and cannot be dispensed without contacting a Gould's representative.
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  • Many items are covered in part or whole by insurance reimbursements. Each insurance company requires specific information and documentation before they are willing to pay for the item. Again, those items are not priced and cannot be dispensed without contacting a Gould's representative.

WHY WAS I CALLED WITH A RESPONSE WHEN I ASKED FOR AN EMAILED RESPONSE? 

Gould's understands that it is more convenient to communicate by email and we will try to respond by email whenever possible. However, as stated in the answer above, some requests require information, usually too much to acquire through email. If you are working during our store hours and cannot easily take a call from us, please send a reply email with a day, time and phone number that is most convenient. A customer service representative will contact you then. Customer service hours are Monday – Friday 9A-5:30P, Saturday 10A-4P.

DOES GOULD'S NEED ANYTHING FROM MY DOCTOR?

Many of the insurance and legal requirements involve physician supplied documentation. In order for Gould's to follow all of the required guidelines must have insurance information, physicians chart notes, personal patient information, prior provider information and more. 

WHY DOESN'T GOULD'S SHOW PRICES ON CPAP EQUIPMENT?

All medical equipment and supplies are regulated by Federal Health Laws and Insurance companies. One pertaining to CPAP equipment and/or supplies requires Gould's to have a current prescription on file before dispensing. This is true for all CPAP items sold even if it is private pay (not going to be sent in as a claim to an insurance company for reimbursement).

If a customer plans on sending a claim for a CPAP purchase to their insurance company for reimbursement, Gould's would need insurance information, additional paperwork from the ordering physician and a sleep study before we can dispense CPAP products. Gould's must discuss the documentation requirements before a purchase can be made. By not posting the prices of CPAP (and several other types of equipment) on our website Gould's guarantees that this discussion will take place.

As for price, Gould's, like all Medical Equipment Companies, contracts with individual insurance companies to allow Gould's to be paid for the claims we submit. The insurance companies set the prices for all the products they cover in the contracts. Allowable products and prices vary between different Insurance companies. The out of pocket also varies depending on the co-pays and deductibles (met or not). Therefore, Gould's cannot list a price that applies to all viewers.