Lucina Care

Customer Service is horribleI placed an upgrade for a my pump and was charged $for it, which I paid forI was told I should get my pump month prior to my due date (which is Nov **, 2015)For some reason, I was denied the pump, but was never informed and today is Nov *, and I still have not received my pumpI called customer service and they told me I was denied and if I didn't call, I wouldn't have known, nor got a refundNow I'm in a limbo as to if they're sending me a regular pump or not

Lucina Advanced Care, Inc. ADDRESS:[redacted],[redacted] COMPLAINANT'S NAME:[redacted]New York Revdex.com complaint #[redacted] Lucina Advanced Care Inc. has received this complaint and is grateful to...

respond. [redacted] is a member of an insurance provider that only approves the Hygeia breast pump. [redacted] has requested to get an upgrade to Hygeia Enjoye free of charge. We would like to explain that the customer was notified about the difference between Hygeia Enjoye and the other (approved) Hygeia pump.  Her insurance does not cover the Hygeia Enjoye with the bag. The picture of the Hygeia pump covered by her insurance is shown on our website.  We did offer her the upgrade but explained she would have to pay as the insurer would not cover it.We regret any errors in the order taking process.  We have since addressed the issue with that employee.  We did correct the email misspelling and we are certain no one received [redacted]’s information.  We have attached the undeliverable email that shows emails to [redacted] as undeliverable. On November**, [redacted] called to cancel her order and requested a return label.  It is our policy not to accept returns once the box has been opened, for hygienic reasons.  Because of the difficulties encountered during the ordering process, we made an exception, and we sent her the return label and canceled her order. Attached is a copy of her order with the notes reflecting the issuance of a return label and the cancelation of her order.Lucina Advanced Care is committed to ensuring a positive customer experience and regrets any inconvenience the issue may have caused [redacted].  To rectify the situation, we will ship her a Hygeia Enjoye breast pump free of charge with a return label for the other Hygeia pump that she currently has. Please feel free to contact me directly at ###-###-#### if you have any additional concerns.   Sincerely, [redacted]

Review: I ordered a breast pump through this company as recommended by my health insurance company on ** Nov 2014. I spoke to a woman named [redacted]. Despite multiple attempts to confirm that she had my name, address, and email correct (as well as my physician's name and contact information, my insurance information), she recorded my name ([redacted], not [redacted]), my street address ([redacted], not[redacted]), and my city ([redacted], not [redacted]) incorrectly. She also misspelled my email address ([redacted], not [redacted]). The pump ordered was a Hygeia Enjoye and I confirmed this several times with [redacted] who assured me that Lucina did not carry the inferior Hygeia Q and that the Enjoye would be sent. What arrived less than a week later (to the wrong name and address, but ultimately to my house) was a Hygeia Q. I called on the day of arrival (** Nov) and spoke to [redacted] who assured me that the Hygeia Enjoye should have been sent and that they would contact me on ** Nov to discuss further given the holiday. We also discussed the HIPPA violation that occurred given emails with my PHI were sent to the wrong email address. When I spoke to [redacted] and her (supposed) supervisor [redacted] today (** Nov), they told me that I had been sent a Hygeia Enjoye. After assuring them multiple times that I had not and indeed, I had been sent a Hygeia Q, they backtracked and said they were the same machine. They are not. They then offered to sell me a Hygeia Enjoye for $80 as it was not covered by my insurance (directly contradicting [redacted]'s assurances on** Nov). Unfortunately, given an urgent need for this machine, I am unable to order from another company contracted through my health insurance before the machine is needed (will take approx 10 business days and is after my due date). The deceptive practices of this company are despicable and three separate employees lied about the product, lied about what had been sent, and then violated patient privacy. A HIPPA violation report has also been submitted and I will also be informing my health insurance provider.Desired Settlement: I would like the correct pump (Hygeia Enjoye) sent to me ASAP as that is what was initially ordered with [redacted] on ** Nov and at NO COST TO ME. I will be happy to return the unused and still sealed-in-plastic Hygeia Q if the Enjoye arrives in a timely manner (PRIOR to birth of child in less than two weeks).

Business

Response:

Lucina Advanced Care, Inc. ADDRESS:[redacted],[redacted] COMPLAINANT'S NAME:[redacted]New York Revdex.com complaint #[redacted] Lucina Advanced Care Inc. has received this complaint and is grateful to respond. [redacted] is a member of an insurance provider that only approves the Hygeia breast pump. [redacted] has requested to get an upgrade to Hygeia Enjoye free of charge. We would like to explain that the customer was notified about the difference between Hygeia Enjoye and the other (approved) Hygeia pump. Her insurance does not cover the Hygeia Enjoye with the bag. The picture of the Hygeia pump covered by her insurance is shown on our website. We did offer her the upgrade but explained she would have to pay as the insurer would not cover it.We regret any errors in the order taking process. We have since addressed the issue with that employee. We did correct the email misspelling and we are certain no one received [redacted]’s information. We have attached the undeliverable email that shows emails to [redacted] as undeliverable. On November**, [redacted] called to cancel her order and requested a return label. It is our policy not to accept returns once the box has been opened, for hygienic reasons. Because of the difficulties encountered during the ordering process, we made an exception, and we sent her the return label and canceled her order. Attached is a copy of her order with the notes reflecting the issuance of a return label and the cancelation of her order.Lucina Advanced Care is committed to ensuring a positive customer experience and regrets any inconvenience the issue may have caused [redacted]. To rectify the situation, we will ship her a Hygeia Enjoye breast pump free of charge with a return label for the other Hygeia pump that she currently has. Please feel free to contact me directly at ###-###-#### if you have any additional concerns. Sincerely, [redacted]

Customer Service is horrible. I placed an upgrade for a my pump and was charged $80 for it, which I paid for. I was told I should get my pump 1 month prior to my due date (which is Nov **, 2015). For some reason, I was denied the pump, but was never informed and today is Nov *, 2015 and I still have not received my pump. I called customer service and they told me I was denied and if I didn't call, I wouldn't have known, nor got a refund. Now I'm in a limbo as to if they're sending me a regular pump or not.