Home Care Delivered, Inc.

First and foremost, Home Care Delivered would like to apologize for our lack of communication. The $*** was for a quantity of three, 3-months suppliesWe were in the process of working with *** *** insurance when we discovered that *** was in fact
out-of-networkThe total of $*** was written off on November 18, 2013. Home Care Delivered has no expectation that *** *** is responsible for this debt
We reached out to *** *** today, Wednesday, January 8th and notified him that the total had been written off and apologized for not communicating this to him before

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

In the state of PA. For managed health care, we had to pick ( 1 out of 3 agencies) so I picked UPMC. So on Monday the 8th. My supplies were to ship, instead I get a phone call stating I would not receive my needed supplies! OK! My daughter spent all day on the phone with them. Even spoke to Daniel Hurt. (Clueless) after speaking to UPMC. I found out that By Law a Healthcare supply company or physician. has to continue to supply services. It is called. (CONTINUITY OF CARE) You entitled 180 days. of services. Please do not give up.. My, hope is that everyone can benefit from this information. Home care delivered, Please help people. Your supply company should know this! All of these (New insurance changes are so confusing to all of us! But you as a company, should know about. ( Continuity of care).. If you don't know. Then find out. At this point who would get your supplies? Sincerely,
Mildred

Review: company failed to let me know that they dropped my insurance company and charged me very high price for diabetic supplies. 900.00 for 3 months supply and I was paying 32.00/ My broker has found me supplies for 0 dollars . my insurance company and my self have contacted them many many times and they fail to return calls and state they will help me out. but a year later , they are still sending me bills and harrassing me to pay balance. Only thru mail. they refuse to take call. they keep saying the person to take care of this will call me back. I am on a fixed income of 900.00 monthly. It is not right of them to change things in their organization and not notify me. I soke with [redacted], my insurance at the time and they stated they were overcharging me for the supplies.Desired Settlement: for them to settle the bill to 0 and realize that is their fault and shame on them for being dishonest to seniors. I am lucky to have found another organization that offers for free.

Business

Response:

First and foremost, Home Care Delivered would like to apologize for our lack of communication. The $[redacted] was for a quantity of three, 3-months supplies. We were in the process of working with [redacted] insurance when we discovered that [redacted] was in fact out-of-network. The total of $[redacted] was written off on November 18, 2013. Home Care Delivered has no expectation that [redacted] is responsible for this debt.

We reached out to [redacted] today, Wednesday, January 8th and notified him that the total had been written off and apologized for not communicating this to him before.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: We, with the help of the clinic's personnel, have attempted since mid-December to receive the diabetic testing supplies that were prescribed. It has been two months now. Two of the Home Care Delivered employees have been impolite when contacted by phone, and they all give different reasons why the order has not been shipped. Once we were told that as HCD had been ordered to not call the clinic again, that we were responsible for getting the data sent. We had already been the go-between, making in excess of 30 calls, but this claim is absurd!

While writing this, the company just now called and said they would ship three days from now, so we should expect delivery by the following week. We will not consider this resolved until we not only receive the order but also have heard that the company is addressing our three concerns: that this will not recur with subsequent shipments and that needed supplies will no longer dangerously be held up with us being responsible for follow-up, that the employees have consistent knowledge of, and access to, all the data needed to complete the orders (we actually received from them in the mail some of the data they had asked for, and the employee we called had no idea why it was sent nor if the company had retained copies!) and that the patient's spouse is deserving of politeness and respect.Desired Settlement: That we never again have to go without the needed medical supplies while we do the job HCD is responsible for, that we have their assurance in writing that this won't happen again, that any employee reached by phone will be able to access information and know what information is needed, that they value our continued patronage, and that all employees understand the value of respectful interaction.

Business

Response:

We appreciate the feedback Mr. and Mrs. [redacted] provided concerning the delay in shipments for Mr. [redacted] medical supplies. We strive to provide excellent service to all of our valued customers. We want to begin by thanking the [redacted] for being loyal and long time customers with us here at Home Care Delivered (HCD), Inc. We are sorry for the frustration they experienced with their recent medical supply shipments. To address their first concern, their supplies were sent out and should have arrived on February 26, 2015. Please contact us if there are any issues with this shipment. To address their second concern, we researched the series of events that occurred between October 2014 and the present. Mr. [redacted] account had been selected by[redacted], for a random audit. These audits require proper documentation to support the medical necessity of the supplies. HCD requested medical records from Mr. [redacted] physician’s office on October 21, 2014. Unfortunately, the medical records we received on January 14, 2015 did not meet all the necessary criteria required by Medicare. We have since received completed medical records and sent those records to Medicare. Once Medicare audits were satisfied, HCD shipped Mr. [redacted] supplies. To address their third concern, it was not our intention to place the [redacted] in the middle of communication with the physician’s office. We find that it sometimes helps to reach out to the customer to assist with contact and resolution with the physician’s office. We apologize for the way this was communicated to them, and we are currently looking into our internal process of how explanations are given regarding [redacted] audits. It is not our intent to make our customers feel it is their responsibility to follow up with documentation. We apologize for the level of service the [redacted] experienced and strive to regain their confidence in service provided by Home Care Delivered. Thank you, [redacted]

Review: when I first started using this company, I had trouble getting my diabetic test strips, did not receive them until I had run out of strips, now to reorder I'm having trouble getting test strips, I ran out 2 days ago, they said they were waiting for the doctor to get back with them, I contacted my doctors office and the nurse took home care deliverers phone number and she called, and home care delivered tells me they haven't contacted them, but I know different. my doctor has always replied to request right away. I can not afford to buy the strips from a store.Desired Settlement: to start getting my supplies before I run out.

Business

Response:

We appreciate [redacted] sharing his experience with Home Care Delivered regarding his diabetic supply order. We understand it can be frustrating while waiting for necessary diabetic supplies. In [redacted] case, his frequency of testing increased and therefore new paperwork was required from his doctor. The paperwork was initially faxed over to the doctor's office on October 7th and re-faxed again on October 16th and 17th. All three attempts were reported as successful. Follow-up calls to the doctor's office were made on the 16th & 17th and the fax number was confirmed. We escalated [redacted] order by calling the doctor's ofice and speaking with the medical assistant. We requested a verbal authorization to increase the testing supplies which allowed us to ship the order on 10/21. The paperwork was signed and dated 10/21 and faxed back on 10/22. Shipment was received at 12:47 on 10/23.

Review: This is the WORST company I have ever dealt with. We use them they were recommended by my daughters Doctor as a supply company for her diaper supplies which is paid through her insurance. For the last 8 months we call and release her orders yet they never ship. Every month I have to call and get loud and angry to get her order shipped. They always use the same excuses. . "We are waiting on authorization from her insurance", "we are waiting for authorization from her doctor", "the coding has changed and delayed orders".

Last month her order did not ship they blamed it on needing an insurance authorization.. again this month order did not ship and guess what!! Again blame the insurance company. Months prior they blamed our doctor.. and it has went like this for 6-8 months. I've had to call and speak to a manager to get the order shipped every month!! SAD!!

I've contacted both my doctors office and insurance and they place the buck back to this shady company that doesn't do their job.. it isn't an issue with insurance (we've had the same insurance for 12 years) the issue is home care delivered!! They clearly need better trained employees and Managers for that matter(I've spoken to at least 4 without having the issue resolved in the last 7 months).

Today their manager [redacted] informs me that they would have a staff member contact the insurance company monday.. does me a lot of good considering the order should have been here friday!!

Where is the customer service to insure an issue is fixed and doesn't escalate for 7 months? Or delay an order every month for 7 or 8 months??Desired Settlement: I have decided after today I will take my business elsewhere but not before I let everyone else know of you need timely delivery of medical supplies this is NOT this place you want to use.

Business

Response:

Thank you for sharing with us the concerns of one of our customers. We appreciate knowing their

concerns and are working to resolve their complaint as quickly as possible.

Thanks!

Consumer

Response:

Of everything in my original complaint the simple response given by the company was a far cry from we apologize.. for 7-8 months worth of issues due to the shortcomings of our company. If I had a quarter for every time someone at this company said "they are working to resolve the issue" yet MONTHS later it still is not at all resolved. I'm sure it would have been far fetched for a phone call to apologize for the continued and unnecessary stress of one slow company with HORRIBLE customer service.. do to the lack of eempathy in this persons response I can assure you it is now not so shocking that their staff take the same attitude. . Of just not caring, not their problem.

Regards,

Business

Response:

We appreciate receiving the feedback [redacted] provided concerning her experience with delays in shipments for her daughter’s medical supplies. This is not the type of service experience we wish for our valued customers. We discussed the[redacted] issues with a representative from her insurance company who contacted [redacted] regarding their process delays. We spoke with [redacted] on Thursday, November 13, 2014 to extend our apology for her overall experience. We deeply regret the frustration that resulted from our communication issues. We have provided [redacted] access to our Management staff in the event she has any issues or concerns in the future. Home Care Delivered strives to ensure every customer receives the highest level of customer service excellence.

Consumer

Response:

I have spoken with them. They did explain and extend an apology. Moving forward I feel confident my issue will and has been resolved.

I appreciate the company contacting me and letting me know they care and are fixing the issue.

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I have ordered ostomy supplies from HCD since 2005. My doctor and his office have not changed during this time. On Tuesday (Oct 6) I called to reorder but was told the order could not be placed because HCD had not received the annual authorization from my doctor. An expedite request was sent to Documents.

I called again on Wednesday, Thursday, and Friday, receiving various explanations. They had been trying to get it since September 9. Many phone calls had been made getting no response. I was told Documents had "a ton of faxes" from doctors all over the country. Documents couldn't say whether my authorization was among these.

I asked on Friday (Oct 9) why HCD could not call me earlier when it became apparent my next supplies order could not be placed. The answer: We can't call you because you prefer to call us when you need supplies. This is an absurd rule imposed by HCD on their employees.

It is now the weekend. I still have no assurance that someone will follow up on this problem, apparently in the Documents section, and get it resolved. I would like somebody to call me with information about what is being done. HCD apparently expects me to keep calling them. It is very disconcerting. My source of supplies has been abruptly disrupted.

I have a permanent ostomy and need a reliable source of supplies. I have now spoken with 5 employees of HCD. Only 1 seemed to be sympathetic to the problem this causes me. The other 4 may not have even known what an ostomy is.Desired Settlement: I would like HCD to acknowledge my experience is unacceptable to the company.

I would like HCD to investigate (1) why the Documents section was unable to get a reauthorization that they had been successfully getting for 10 years previously, (2) why someone could not think to inform me of the looming problem, and (3) why Documents has "a ton of faxes" that take an indeterminate amount of time to process. It sounds like somebody is not doing their job, or has too much work to get done. I can supply a written timeline that tells who said what when that might help the investigation.

Finally, I would like an apology that recognizes a 10-year constant customer deserves more concern when the company has caused a significant problem for him.

Business

Response:

Regarding: Case Number [redacted]The complaint we received on October 23,

2015 described the frustrations our customer experienced ordering medical

supplies with Home Care Delivered. We reviewed phone calls and medical documents

pertaining to his supply order. Our assessment reveals that the level of

customer service he received does not meet the standards of quality service that

we set for ourselves. That is not the experience we want to provide to our customers. Be

assured that our Leadership Team will address these service

issues.Please accept our sincerest apology for the

poor experience he had in regard to his supply order. It was inconsistent with

the high quality customer service that our team strives to deliver, and was not

representative of our core values as a company.It may be helpful to explain the reasons for

the delay in processing his order. His insurance has specific requirements for

documentation of medical necessity that a supplier must adhere to when selling

supplies. HCD requested the documentation required by Medicare

from the physician’s office on September 9, 2015. We contacted

the physician’s office four times and, unfortunately, did not receive the

completed document back before his call to reorder supplies on October 6,

2015. As of today, we have not received the necessary documentation and will

continue to call the physician’s office for its return. Our customer’s supplies

require not only a physician’s prescription, but documentation in his

physician’s records that the supplies are medically necessary, as defined by

Medicare. That is the explanation for the delay, but it is not

an excuse for our failure to better inform him as to what the delay

was. Nor is it an excuse for the poor customer service experience he had. We thank him for informing us of his

experience. We

appreciate hearing from our customers, even when the feedback indicates we have

fallen short, as this identifies areas which we can improve. At Home Care

Delivered, our commitment is to provide a high level of service excellence in

the delivery of quality medical supplies. We apologize

for failing to deliver that experience to our customer. Sincerely,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This response is unacceptable for the following reasons.1. It is from a Trainer. I was expecting to hear from someone higher up, such as a VP for Quality Control. Higher management needs to know about customer problems.2. I don't accept the explanation of why the Documents section was unable to contact my physician's office after 4 phone calls, and has still not obtained the authorization. On Tuesday, Oct 6, I was transferred to [redacted] in Documents. [redacted] was very sympathetic and offered to call my Dr's office. Within 15 minutes [redacted] called me back to say she had contacted the office and another fax authorization was being sent. This one also was lost by HCD, as I called Wed, Thur, & Friday getting various responses, e.g. Documents has a "ton of faxes" from all over the country and can't say if my authorization was among them. HCD needs to investigate why this is happening.3. Laying the blame on my Dr's office is unacceptable when I gave evidence that there is a problem in the HCD Documents section.4. I need a reliable supplier of ostomy supplies. This response from HCD does not give me confidence that they are willing to investigate a problem that caused difficulty to a long-time (10 years) customer.

Regards,