AeroCare Holdings Inc

Three years after being with this company I caught my delivery driver robbing my pain medicationI called their office in Windsor to file a complaint that turned into being a two year nightmare! Them showing up and trying to remove my stationary and my concentratorI'm on medicare, this company still had to provide me with service until the year contract was finishedI'm a "high flow" (liters) patient, this is no longer considered as therapy, it's called life support! They came to pick all their equipBecause the driver who robbed me fed them a web of liesOf course I stood my ground and was relentlessly filing complaints to medicareAeroCare/Paul Home Oxygen/AllCare (same company they just have used these three names in last five years)For one year or so was a total nightmare to get portable supplies so I may leave my homeThey sent supervisors here that would make intimidately comments saying he used to be a sheriff and he knows this and that and I'm doing this wrong and that wrong when having to transport my oxygen in my car and telling me that one thing go wrong and I'd explode! Well this I already known as this is O2! The last year of service I was having to call to beg for oxygen, beg for new cannula's, beg for nebulizer cups they always forgot to bring I'm still using the same nebulizer cup from years ago! If I didn't call and call every week they wouldn't showI decided to not call them and see how long I would have to wait for my delivery driver to bring my oxygen I finally broke down after weeksI was bone dry of portable oxygenThis company has caused me one nervous breakdown and many times of dealing with their games and nasty letters that has kept me under to much stress which at Liters of oxygen it's not good to stressI would feel sad for the next person to go through anything like I've had toThis company is not one I would ever recommend! All my neighbors when they were looking for new oxygen providers they refused to call them for service as wellI had to call police on them one day and my neighbors were worried and then learned what I was dealing with

Complaint: [redacted]
I am rejecting this response because: the company's account of the events are incorrect and false.
Regards,
[redacted]

Please see attached response.Thank YouCharlotte S[redacted]Location ManagerAeroCare Holdings, Inc. 8/24/2017I apologize that we have upset a patient. We received an order from [redacted] for a PAP on 7/19/2017; we sent it to our Authorization specialist to get benefits and an auth. We received a Ready to...

Schedule on 7/20/2017. On 7/20/2017 the Customer Service Rep called the patient to schedule the setup of the PAP; she explained to the patient that $202.29 would be due at time of set up and $43.20 each month for rental. The Customer Service Rep said the patient was not happy so the patient called her insurance company who then called the Customer Service Rep for a conference call. Per the Customer Service Rep they both tried explaining to the patient what the charges were for. The Customer Service Rep received a message to call the patient to schedule she tried 4 times before we voided the ticket. Patient finally called back 7/27/2017 and had an appointment set up for 7/28/2017, patient came in for set up. Once again she asked what she was paying for, Customer Service Rep and Respiratory Therapist explained to her the cost, she said she did not get paid until 7/31/2017. Customer Service Rep told her she could set up something for Monday for her to pay and pick up the machine, she got really mad. She wanted us to give her equipment and then she would come in after Monday and pay. Customer Service Rep told her that we could not let the equipment leave the office without payment. Patient said to forget it and said she would go with another company who wouldn’t charge her for the machine. The Location Manager received a call from a Customer Service Rep in Lafayette the patient called there wanting to get an appointment since she works in Boulder. Lafayette said they could do that, they let her know what she would owe at set up; she said the other location wouldn't tell her what she was paying for. They let her know it's the one month rental, and three month supplies. She said she just wanted just one month supplies, they told her it would be about 154.00, and that we would need a credit card at setup for AutoBill, she said fine and she wanted to schedule. After they let her know they only had one appt. left on Thursday and two left on Friday, she said it was ridiculous and she would call the other location to get scheduled. The Location Manager called the patient to apologize and see if she wanted to schedule a setup, she was scheduled to come in on Friday 8/4/17 at 1PM. She was set up 8/4/2017 at 1PM on the PAP.Thank You,Charlotte S[redacted]Location Manager AeroCare