New York Home Health Care Equipment

Revdex.com:
At this time, I have not been contacted by New York Home Health Care Equipment regarding complaint ID [redacted].
Sincerely,
[redacted]

Revdex.com:
At this time, I have not been contacted by New York Home Health Care Equipment regarding complaint ID [redacted].
Sincerely,
[redacted]

This company stinks. I have been trying since May 2015 to have them bill my NYS Medicaid account I have sent all my account info many times. Also followed up with numerous Emails and phone calls,no response from them. I am still receiving bills, I even received a letter from their lawyers saying they will sue. What else can I do?

To Whom It May Concern –
I am writing to address the
rejection of my response to complaint number [redacted], originally filed on
4/**/14.  I understand and sympathize
with [redacted]’s point; however, I take issue with a number of his
assertions.  NYHHC does in fact provide
life-supporting medical services (i.e. ventilators, oxygen, etc, etc) however
those patients are handled by a separate group of people within the company who
can be accessed 24 hours per day through a separate phone system.  CPAP therapy, by Medicare’s own definition, is
NOT life-supporting therapy.  Secondly,
[redacted] implies that we are not in compliance with governmental regulations.  I would hope that the Revdex.com
would support me in asking that he point out specifically which regulations (and
from which regulatory authority) he believes us to be in violation of.  That is a lofty accusation to make without
any specifics to back it up.  Many
businesses would consider that libelous. 
Aside from my issues above, [redacted]
[redacted] is correct in pointing out the the CPAP department is overwhelmed and has
struggled to handle the call volume that has developed.  We are taking 2 steps to rectify the issue:
1.) Hiring more Customer Service Representatives, and 2.) Subcontracting with other
companies to absorb some of the business. 
I expect both of these solutions to begin to take effect over the next
two to three weeks.  I would be remiss if
I did not take this opportunity to point out that the reason the volume has
risen to such high levels in recent months is due to the Medicare Competitive
Bidding Program.  This program limited
the number of Equipment companies that could do business with Medicare in any
given geographic area; however, Medicare handed out contracts to companies in
distant parts of the country (e.g. Texas and South Carolina) to supply Medicare
beneficiaries here in New York.  These companies
have not been able to handle the NY business and have just refused to take any
more NY patients, effectively creating a bottle-neck scenario at the few remaining
suppliers like ourselves.  That
bottleneck effects both Medicare and Non-Medicare patients.  Thus, CMS/Medicare has actually played a
significant role in creating this problem by handing out NY Medicare contracts
to companies that have never been north of the Mason-Dixon line.  To back this assertion up, I would ask you to
look at the dates of other negative reviews…  every single one of them are dated after
7/*/2013 (the date that the competitive bidding program began).  Most of the complaints are within the last 90
days or so. 
Nevertheless, the patients here in
NY (both Medicare and non-Medicare) need equipment and nobody can “un-do” the
Competitive Bidding Program.  [redacted]
deserved better than what we were able to provide him with and so did anyone
else who has to wait on hold for an extended period of time or make multiple
attempts to get through to the customer service representatives.  I acknowledge that and accept responsibility for
addressing the problem as quickly as possible. 
As discussed above we have a two-pronged approach to solving the problem
and I expect to see results within a few weeks. 
It is still unclear to me what exactly the Revdex.com requires to “close” a
complaint (other than the $3500 “package” they offered to sell me when I got my
first complaint) but I hope that if nothing else, [redacted] believes that he
got a genuine, meaningful response from the company which outlines what the
problem is, why it happened, and what we are trying to do about it. 
Again, my sincerest apologies.
Respectfully,
[redacted]

At this time, I have been contacted...

directly by New York Home Health Care Equipment regarding complaint ID [redacted], however my complaint has NOT been resolved because:
the caller promised to call me again on the next business day a month ago and I have heard nothing since
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by New York Home Health Care Equipment regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
/>
After telling the company that I was going to report them after trying to receive supplies for over one month they finally sent the supplies.
Thank You
[redacted]

To the Revdex.com:I investigated this case and found that indeed there was an oversight in the billing department.  The account has been closed out and all collection actions are suspended.  I called [redacted] personally to apologize and notify her that the account has been closed out - she...

does not owe any money.Please let me know if I can do anything else.

Revdex.com:
At this time, I have not been contacted by New York Home Health Care Equipment regarding complaint ID [redacted].
Sincerely,
[redacted]

Review: After a sleep study, my physician recommended a VPAP machine and contacted NYHHH. Nothing happened for a while, so I called NYHHC and was told that the machine would not be supplied to me since I was "not eligible." I called the sleep center (NYPH) and the next day received a phone call from another company telling me that the machine would be delivered the next day. The next day the machine was delivered and the invoice I signed was on a NYHHC form. Some time later, I called NYHHC about returning the CPAP machine that had been replaced by the VPAP. NYHHC told me they had no record of a VPAP machine in my possession. At their request, I faxed the invoice and was told they would get back to me promptly. I have never heard from them -- after many, many phone calls and messages left -- except that I received a bill from them for the new machine. I spoke to someone in billing and explained the whole situation and was assured that someone would get back to me within 48 hours. Months later, I am still awaiting a response -- and, in the interim, have left several more messages.Desired Settlement: I would like to understand how I received a machine from them after being told I was not eligible.

I would like to be told how to return the machine I am no longer using.

I would like to be able to order a new mask and tubing.

I would like to resolve the billing issue.

Consumer

Response:

At this time, I have been contacted directly by New York Home Health Care Equipment regarding complaint ID [redacted], however my complaint has NOT been resolved because:

the caller promised to call me again on the next business day a month ago and I have heard nothing since

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Every time I call to order my supplies for my CPAP machine it is one excuse after another as to why I don"t receive them. If I do not call every week the supplies never come. Most recently I called 7/**/14 for supplies that were ready to be replace. As of today I still don't have them and a week ago I was told they would be here by now. This goes on every three months when I re-order. Supplies that should be replaced every 3 months end up after many, many phones calls to finally arrive 4 to 5 months after I I am eligible for replacement.

The people I speak with, when I can speak to a live person, are always very polite I have to say. I believe their job training requires them to lie to the customers while being polite at the same time. I also believe that their stall tactics enables them to eliminate a whole set of supplies at least once a year.

I am beside myself with this company and can't imagine that I am the only customer who has problems.Desired Settlement: I want whatever it takes to get this company to respond to customers needs as soon as an order is requested not a month later and not after 3 or more phone calls.

Consumer

Response:

At this time, I have not been contacted by New York Home Health Care Equipment regarding complaint ID [redacted].

Sincerely,

Review: An order was placed on December ** 2014 for CPAP supplies. After two weeks supplies were not delivered a call was placed and I was told that I had a balance and order wasn't shipped because of the balance . I never received a phone call even though they said they had called I have a machine they never left a message . I was told that they would get the supplies out immediately and that I could mail the check to them after . Another 10 days go by no supplies I call again and I was told they didn't have the supplies & they had to come from the Texas office . I called the following week two people told me it was being handled. Again no supplies received I called again and I was told that it had to come from a different office, supplies weren't available in Texas and that it was gonna be done that day . I called today and I was told that they faxed the order to a different place when I call that place they don't have that order . The condition my supplies are in cannot be good for my health .Desired Settlement: These supplies are desperately needed. I want them to make sure I receive them by next week.

Consumer

Response:

At this time, I have not been contacted by New York Home Health Care Equipment regarding complaint ID [redacted].Sincerely,[redacted]

Review: I recently was prescribed a CPAP machine to address [redacted]. Was told to contact this manufacturer for problem related to malfunction of CPAP since in Patient Bill of Rights I was entitled to prompt attention and access to 24/7 service should CPAP malfunction. I began calling on 6/**/14 and left voice messages as requested by the phone service. I was not able to use the needed CPAP, and each day again called the business, as well as leaving voice mail for [redacted], ([redacted] @ EXT. [redacted]. No one ever returned my calls even though I left voice mails each day. I finally did reach a CPAP Tech on 7/*/14, and he was able to schedule appointment for needed adjustment for 7/*/14. Prior to conversation with Tech, the company did not return calls or offer any explanation for failure to address my needs. I went without adequate sleep for 5 nights since machine had air leak around bridge of nose which is not to be tolerated if it blows into the eyes, which is did whenever used. I found the company not addressing the Patient's Bill of Rights for almost 6 days.Desired Settlement: I would like the Revdex.com to address this malfunction with the [redacted] at the business: (###-###-#### EXT. [redacted]) to be assured that Patient Bill of Rights will be addressed in appropriate time frame in the future.

Review: I have been waiting since February 2014 for my CPAP supplies (3 months). I called the company when I didn't receive the supplies and was told I had an outstanding invoice for February and they transferred me to billing. I spoke with billing who confirmed I was up-to-date on my payments and would let them know to release my supplies. April rolls around and I still have not received my supplies. I called again and was told the exact same thing which was suppose to have been resolved already. I was told again that I had to speak with billing and left a message and never received a call back. I called again in May and received the same response and left at least 2 messages with billing ([redacted]) and have not received a call back. I left messages with a [redacted] ([redacted]) and received no response from her either.Desired Settlement: I would like them to rectify this situation and send me out my supplies immediately. I think I have waited long enough.

Consumer

Response:

At this time, I have not been contacted by New York Home Health Care Equipment regarding complaint ID [redacted].

Sincerely,

This company stinks. I have been trying since May 2015 to have them bill my NYS Medicaid account I have sent all my account info many times. Also followed up with numerous Emails and phone calls,no response from them. I am still receiving bills, I even received a letter from their lawyers saying they will sue. What else can I do?

Review: I have severe [redacted] and use a [redacted] every night. Every three months the mask, hose and filter need to be replaced. I ordered these from New York Home Health Care Equipment 10 weeks ago. Despite five phone calls asking why I still have not received these necessary products, I keep getting told by people in the cpap department that the order will be shipped. My current mask and the headband which hold the mask in place are worn and in bad need of replacement. I'm not getting sleep which is a hazard to my health. I don't know why this company doesn't just ship out the order. I don't have any balance owed. In fact I paid an existing balance the first time I called to inquire about my order.Desired Settlement: I want this company to just ship the order I placed 10 weeks ago. I want New York Home Health Care Equipment to send it out the fastest way possible - overnight delivery - and I want them to pay the shipping charges. And I would really like an explanation for why this order couldn't have been shipped when it was placed 10 weeks ago.

Consumer

Response:

At this time, I have not been contacted by New York Home Health Care Equipment regarding complaint ID [redacted].

Sincerely,

Review: I received equipment from NYHHC back in 11/** and was billed beginning in 2/**. I set up a payment plan and made payments monthly as pre-arranged, yet I am getting phone calls threatening collection

proceedings and am being hit with late charges. I have called NYHHC 10 times since 8/** and have emailed them on 2 separate occasions, but have not received any return contact except for

a robot call threatening collections. I also ordered 3 month supplies in June '14 but didn't receive them til Sept '14 and half the order was wrong. I feel they are not dependable or reputable and

would appreciate the courtesy of a call back to resolve these issues.Desired Settlement: a phone call to resolve these issues.

Review: The company is failing to provide services, replacement parts for CPAP, provide [redacted] services as prescribed despite multiple attempts

Consumer

Response:

At this time, I have not been contacted by New York Home Health Care Equipment regarding complaint ID [redacted].

Sincerely,

Review: I have Obstructive Sleep Apnea. They supplied the CPAP machine which has failed twice (once last week) and they are supposed to provide service.

I have called several times a day for the past 7 days and am either put on hold - followed by their system hanging up on me - or forced to leave a message which hasn't been returned.Desired Settlement: New York Home Health Care must be made response or should be put out of business.

Business

Response:

Response to Revdex.com Complaint #[redacted]

4/**/14

To Whom It Concern:

I am very sorry for [redacted]’s difficulties reaching our

Customer Service Representatives. We

spoke with a representative from his insurance company and we offered to have a

[redacted] call him and fastrack his order.

The Insurance company representative told us that [redacted] would

prefer to use another company, which of course he is well within his rights to

do. The offer to have a [redacted] call

him and to fastrack his order still stands if he hasn’t found another vendor

yet. However, we were told by his

insurance company to cancel the order because he will use another supplier. Unless,

we are told otherwise, the order will remain cancelled.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Their response is not acceptable because the underlying business practice remains unchanged. One still can't get through to the CPAP department using their phones.

This complaint stems from my inability to contact New York Home Healthcare after the failure of the CPAP equipment they supplied to me, but is not intended to be limited to the number of times I, personally, tried and failed to get a person on the phone.

A quick web inquiry shows a long history of frustrated clients who seemed to have experiences like mine - some of which have been reported to the Revdex.com (most were just cries of frustration posted in different places).

As a provider of life-supporting medical services, the inability of a client to get them on the phone - not once, not twice, but numerous times over a long period of time by different people shows a correctable, deep flaw in their company, in the companies that contract with them for services to clients, and the governmental bodies tasked with oversight which failed to audit their work.

Closure of this complaint gives the appearance the communication problem has been resolved. The issue is still current.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom It May Concern –

I am writing to address the

rejection of my response to complaint number [redacted], originally filed on

4/**/14. I understand and sympathize

with [redacted]’s point; however, I take issue with a number of his

assertions. NYHHC does in fact provide

life-supporting medical services (i.e. ventilators, oxygen, etc, etc) however

those patients are handled by a separate group of people within the company who

can be accessed 24 hours per day through a separate phone system. CPAP therapy, by Medicare’s own definition, is

NOT life-supporting therapy. Secondly,

[redacted] implies that we are not in compliance with governmental regulations. I would hope that the Revdex.com

would support me in asking that he point out specifically which regulations (and

from which regulatory authority) he believes us to be in violation of. That is a lofty accusation to make without

any specifics to back it up. Many

businesses would consider that libelous.

Aside from my issues above, [redacted]

[redacted] is correct in pointing out the the CPAP department is overwhelmed and has

struggled to handle the call volume that has developed. We are taking 2 steps to rectify the issue:

1.) Hiring more Customer Service Representatives, and 2.) Subcontracting with other

companies to absorb some of the business.

I expect both of these solutions to begin to take effect over the next

two to three weeks. I would be remiss if

I did not take this opportunity to point out that the reason the volume has

risen to such high levels in recent months is due to the Medicare Competitive

Bidding Program. This program limited

the number of Equipment companies that could do business with Medicare in any

given geographic area; however, Medicare handed out contracts to companies in

distant parts of the country (e.g. Texas and South Carolina) to supply Medicare

beneficiaries here in New York. These companies

have not been able to handle the NY business and have just refused to take any

more NY patients, effectively creating a bottle-neck scenario at the few remaining

suppliers like ourselves. That

bottleneck effects both Medicare and Non-Medicare patients. Thus, CMS/Medicare has actually played a

significant role in creating this problem by handing out NY Medicare contracts

to companies that have never been north of the Mason-Dixon line. To back this assertion up, I would ask you to

look at the dates of other negative reviews… every single one of them are dated after

7/*/2013 (the date that the competitive bidding program began). Most of the complaints are within the last 90

days or so.

Nevertheless, the patients here in

NY (both Medicare and non-Medicare) need equipment and nobody can “un-do” the

Competitive Bidding Program. [redacted]

deserved better than what we were able to provide him with and so did anyone

else who has to wait on hold for an extended period of time or make multiple

attempts to get through to the customer service representatives. I acknowledge that and accept responsibility for

addressing the problem as quickly as possible.

As discussed above we have a two-pronged approach to solving the problem

and I expect to see results within a few weeks.

It is still unclear to me what exactly the Revdex.com requires to “close” a

complaint (other than the $3500 “package” they offered to sell me when I got my

first complaint) but I hope that if nothing else, [redacted] believes that he

got a genuine, meaningful response from the company which outlines what the

problem is, why it happened, and what we are trying to do about it.

Again, my sincerest apologies.

Respectfully,

Review: In December of 2013 My mom [redacted] needed an air mattress, because she is an invalid confined to the bed. Because she did not have bed sores her insurance would not cover the cost of the bed. I called home healthcare and was told I could not be billed but I could put the cost of the bed on a credit card to be deducted monthly and it would be (10) payments of $250.00 totaling $2500.00. I needed the bed quickly because the bed we had deflated. I did not get any thing in writing from them and because of the urgency I neglected to ask. Payments were deducted from my card beginning in Dec.2013 to July 2014, when my bank changed my card because of some fraudulent activity at a store where I had use the card, when I found out through a bill I received I sent them a check for $500.00 which completed the 10 payments. Since then I have been receiving collection letters demanding more money the latest demand is for $1250.00. My mom is an invalid and I have her POA which is necessary to speak on her behalf. I have called this company on several occasions they say they will look into it and then I get another bill. My Mom and I are both seniors on fixed incomes can you help. Thank you.Desired Settlement: Stop sending bills ,the $1250.00 is in addition to the $2500.00 I have already paid.

Business

Response:

To the Revdex.com:I investigated this case and found that indeed there was an oversight in the billing department. The account has been closed out and all collection actions are suspended. I called [redacted] personally to apologize and notify her that the account has been closed out - she does not owe any money.Please let me know if I can do anything else.