Genox Home Care DIV Amhealth Group Inc.

Review: I speaking on behalf of my mother [redacted]; Genox has not been customer service friendly; Both my mother's VNS service and my myself have had to constantly follow up on much needed services such as replacement Hospital bed finally obtain after I had to threaten to call [redacted]; called today 7/23/15 and was transferred all around, I spoke with a [redacted] and another lady from the [redacted] office; all this to try to get oxygen tubing for my mother's cpap machine and a new gel cushion for her wheelchair. The sad thing is I have been typing my complaint while I have been hold and being transferred yet again.Desired Settlement: I would like to be reimbursed for $45 that has been taken from my account back in May 22nd for a gel wheelchair cushion that we never recieved; I would like to receive the correct tubing with oxygen cord attached so my mom doesn't have to use both her nasal tubing and cpap mask to be able to breathe all the while me checking in on her breathing and praying she will wake for another day.

Review: This is as condensed as I can get with our dilemma: We received a delivery of 2 oxygen tanks and 1 concentrator to our house 1/5/15 for my cluster headaches. The concentrator was never ordered by my doctor. Driver refused to take back. Countless phone calls and a very detailed letter to this company and no one would assist. Finally by end of week a driver picked up the concentrator and all the items that go with it after my husband threatened to put it outside and discussed it is thousands of $ of equipment just dropped off never ordered. It was never plugged in as it was not the correct equipment. On 1/9/15 I faxed a very detailed letter to the co. stating we are not to be billed for a machine we did not order and did not touch. No response. My husband continued to make may calls including on 2/12/15 when he asked for the manager "[redacted]" 11:00 a.m. Msg taken and he was promised to get a call back. No call back so at 3:00 my husband called again and said he would hold for rest of afternoon until he could talk to [redacted]. "[redacted]" insisted to get involved and then my husband said he would continue to hold. My husband went thru the whole scenario dating back to 1/6/15 and she proceeded to say I will have [redacted] call you back. Never received a call back. Here is the kicker, this company never checked with us to see if we had insurance or if what they had on file from 3 yrs prior was still valid. When I gave them my new ins. information they then informed me they don't take my insurance, all the more reason to come and get their very expensive equipment that can I repeat was never ordered by my doctor. This sounds and feels like a scam as now we have a bill for $180.00 that we are not going to pay. A solid week of trying to get these people to work with us and nothing but lip service. More than a month of trying to work with these people and no help what so ever. My letter to them on 1/9/15 clearly explains our responsibility to them which is $20.00 which is what I was quoted per H20 tanks. We need help.Desired Settlement: We wish for the Revdex.com to intervene on our behalf to this company to let them know ours is one of many complaints listed on their [redacted] website and we are not responsible for a bill for equipment just dropped off with no regard to patient/doctor requirements. Our settlement is that $160.00 is removed from our bill and we will pay them what we agreed to pay $20.00 and that is all. Acct# [redacted] invoice #[redacted]Thank you [redacted]

Review: Quick background....My husband has severe[redacted] (stops breathing around 40 times an hour) and requires the use of a CPAP machine every night..There were definitely customer service issues over the past year with Genox...... Messages not given to people who were supposed to send my husband's mask/hose for his CPA when I would leave them, messages left on voicemail not returned, etc. However, the last 2 months have been the absolute worst and have impacted my husband's day to day health, and possible his long term health. We have been trying to get a read card sent to us since November in order to document my husband's nightly use of his CPAP machine. We need this reading because his mask is no longer functioning properly (it is leaking air and therefore waking him up all night because he is not getting adequate oxygen). This is a problem for multiple reasons...first and foremost, for the past 2 months, his sleep has been affected, possibly his heart, and his ability to concentrate at work, and in life. Our insurance company will issue approval for a new mask only AFTER we get the card reading to Genox, and then Genox to pass it on to[redacted]. For 2 months I have been calling Genox and begging them to please send us the card. I had been promised this over, and over by three different people over the 6 weeks. We would check the mail every day since it was promised to be here in 2-3 business days by each new person who told me unfortunately, it never shipped. Finally the last time, I was given to [redacted], the manager after I asked to talked to the supervisor. I told [redacted] the situation and she said that first of all, she could not find my husband, [redacted] in the system and would have to re-input him. (He had been using Genox for over 6 years). Next, she re-assured me that she would supervise the read card being put into a package and shipped out to us. She even gave us the tracking code. End of story...the tracking code is dated January 16, 2015 and indicates that all that was done, was printing a label. Nothing was shipped, and my husband is still suffering. So today, a representative from [redacted] tried to call Genox. They kept transferring her from person to person....no one would help her in any way. So, our insurance company suggested that we find a new medical supplies provider. Now, we have to start the process all over and in the meantime, my husband's health continues to be compromised due to the HORRIFIC customer service of Genox Homecare. Never in my 43 years have we ever found customer service to be so horrendous, especially when it comes to critical medical care. I would suggest strongly that the practice at Genox be investigated in order to prevent serious health problems in someone else. We are extremely unhappy.Desired Settlement: We would like immediate (same business day) delivery of the read card for my husband, [redacted]. In case they cannot find the name of his CPAP device, it is: [redacted]. After we get the read card, we want nothing to do with them every again and for the sake of others, as I stated above, I feel that it is in the best interest of others who use them to have them investigated and observed to see exactly what is happening in this company.