Home Care Medical - West Bend

I have been unfortunately using HCM for 3 years, we have been forced to use them due to Medicaid contractual restrictions. In that time I have had mostly poor experiences. Most recently I have been working on a custom made wheelchair. This process has been going on upwards of 6 months with admitted lack of timely follow up , follow through and poor communication on their part. This is not the first time I have experienced these types of issues. The only time we seem to get anything done in a timely manner is when we contact the current CEO and president. Over two years ago we worked again for over 6 months to get someone a wheelchair and they passed away before delivery was even made, again poor communication, poor follow up or follow through. I have repeatedly not had calls returned, or emails returned. I have had DME delivered without notification. I have already been in contact with the current president regarding these issues.

Every time I order from them, I encounter problems. They email me asking about insurances that I don't have, as opposed to the insurance I do have. They promise delivery of goods in 7 to 10 days, or 10-14 days, and It regularly takes three weeks. They give the wrong information over the phone, and make it a hassle to upgrade to the newer mask, saying I need to come in and be fitted. I know what I want, and I don't want to come in. I know that if it doesn't work, my insurance wont provide a replacement mask until its time.
I'd rather go to the dentist and let them drill without anesthesia than deal with this company. I even e-mailed and asked if I owned the cpap machine yet, so I could go somewhere else, and they didn't respond to that part of the email. AVOID this company if you can.

My doctor ordered a c-pap "urgent" on 6/4 '19 & again on 6/10'19 company made many excuses saying they never received any orders Dr's office phoned them 3 times same excuse after 5 calls on my part dr's office again called this company my c-pap order was marked urgent, was assured I'd get a call the early part of this week it is now latter part of week & still no call from company ,Dr's office is again calling to find out why I have had no contact from this company I would not even give them one star Dr's office told me after speaking with company that the company actually lied about not receiving my information from the doctor

Your service is terrible! I've been trying for a week to place an order and I have called 5 times and left a message and no one ever calls me back!!

This company was recommended to me by my daughter's previous supplier of medical equipment and supplies. After a few months of everything running mostly smooth, I received a bill for items that had previously been covered by insurance and still should have been. I called and spoke to someone who only told me to call my insurance and speak with them. Which I did, and was told to have the supplier resubmit the claim, so on and so forth. So I called back and was told that everything would be handled, and I would not receive any further bills. I asked and was assured that future shipments would not be affected by the lack of payment while things were being corrected. This was wrong, she missed a whole month of supplies and it wasn't until I called and inquired about it that it was even detected on their part. The following months shipment arrived as scheduled with another bill that according to insurance I should not be charged for. I called and got more run around, was told the main office does not handle insurance claims and they would forward my name and number to another office who would call me back. I asked for the number to call that office directly, and was denied the phone number and email info. Meanwhile, in the mail I now received another bill. When I called, same thing.... someone will call you back. Nope, they did not! 3 weeks later, I called to cancel services due to finding another provider, and would like to attempt to clear this bill issue up. The lady says she can't do anything about the bill because the system is down!! I have been dealing with suppliers and insurance for 13 years now. I know what's covered, I know what's not covered. And I have never dealt with a company with such lack of pride or compassion for it's customers. I have gotten better customer service from ***! If it wasn't for this stupid charge that is looming out there, I'd be excited to not have to deal with these cold and callous people anymore.

On 11/29/17 I rented a hospital bed for my husband and put $150.00 on his credit card, $50.00 delivery/convenience fee and $100.00 one month's rent. In late January I received a paper invoice for $231.05 and sent my check #5446 in payment. When I received my credit card bill I saw that they had charged the same amount against my card. On Feb. 28, 2018 they picked up the bed. At that time I asked them via email to credit his card account with the overpayment. I received a email that I wasn't due one. I emailed again on 3/9/18 explaining that I had paid $612.00 for three months rent, over $200.00 more than I should have. Getting no response from that email I sent a letter to Ms. Kandy Raether on March 17, 2018 explaining the situation. To date I have had no response.

I have been dealing with this company for a few years. My correct account balance has been in question more often than not. On three different occasions I have attempted to make arrangements to pay my balance off. On all three occasions HCM has not followed through with the arrangements. While under these arrangements, I was receiving collection calls for an entirely different balance. Sometimes twice as much as owed.
I finally got through to someone who took the time to work through and come up with the correct balance owed. I paid off my balance and asked that my account with HCM be closed. I have emails from HCM acknowledging all of this.
A month after my account was satisfied and my account being closed, HCM has now taken an unauthorized payment on my credit card for a balance that has been paid on an account that was alledgedly closed. This truley is the worst company I have ever had to deal with. Please be very diligent about reviewing your account when working with this company.

When my son was born in May 2016, the doctors required that he have some phototherapy and a biliblanket was rented from Home Care Medical Inc. We only had it for 1 day. Over a year later (June 2017), a statement is sent to be with a balance due. On the statement, it has the wrong insurance. This was an insurance that I never had or even heard of. I called the company to complain. I was not given a reason to why the wrong insurance or why it was over a year to be billed. The rep offered to take 20% off and she would change the insurance and send a new statement. Later that month, I get an automated call saying that I have a balance due. The call gives me the option to talk to someone and I speak to another rep. She is able to see some of the notes from the 1st rep. However, the insurance has not changed nor a new statement mailed out. The total balance did change, but not to the amount the 1st rep told me. This is not the first time I have had issue with this company. several years ago after my 1st child was born, we rented a breast pump. When we got that statement, they did not have any insurance and charged me for the entire thing. I had to call and complain to get the correct insurance billed. If I had an option, I would not use this company for any reason.