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Preferred Homecare

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Preferred Homecare Reviews (413)

• Apr 28, 2023

Preferred Homecare CPAP Supplies Broken Process
CPAP customer service is hobbled by a system that doesn't allow them to solve the most basic of issues - that is, having a current Rx on file. They can't get the Rx from their fax machine and into their database which the customer service representative (CSR) uses. The CSR can't contact management except by email, the CSR can't contact the prescribing doctor's office, the CSR can't / won't allow the customer to speak with a supervisor. Expect a 15 to 45 minute wait before the CSR is available to tell you that they can't do anything because an Rx that was sent over a week prior is still not in the database.

Customer Support
Do NOT use this business! Worst customer service, they do not return calls, you will be on hold for over 30-60 mins each time you call. Your equipment is never delivered in the time frame indicated. Their equipment fails and is not up to date. To prevent headaches, heartaches, stress, anxiety, be sure to find another business.

+2

WORST customer service EVER
Do NOT use this company if you can help it!

+2

Preferred Homecare (PHC) would like to respond to the Revdex.com (Revdex.com) patient concern regarding Ms [redacted] ’s power wheelchair (PWC) repair concern PHC did receive an order for Ms [redacted] ’s PWC repair PWC repairs require patient evaluation, coordination with parts vendors, adherence to insurance coverage guidelines, submission of repair claims and a final fitting to ensure the repairs will meet the patient’s needs Because Ms [redacted] is covered by Medicare, her repairs would require submission of an Advanced Beneficiary Notification (ABN) to assume private responsibility, as Medicare will not currently cover her PWC repairs On 07.14.2016, Ms [redacted] contacted PHC to advise she would try to get a new PWC covered under Medicare from a contracted provider and chose to cancel the pending PWC repair of her current unit with PHC Though PHC understands Ms [redacted] ’s frustration and the difficulties navigating Medicare qualification guidelines, the repair and qualification process does inherently take timeAt this time, Ms [redacted] does not have a pending repair order with PHC

[redacted] was billed monthly for her copay on the Concentrator in the amount of $ This started in February of She had [redacted] insurance at that timeThe insurance company was paying their portion of the claim till dos 7/2/ On 3/3/ [redacted] began to deny our claims stating that the items have exceeded their maximum benefits under the plan They basically were considering their Othat began in to be a purchase as of Sept Oxygen is a non purchasable item so we did appeals all denials On 4/15/We received a denial to our appeal The insurance [redacted] stated they will no longer pay on the Oxygen concentrator even though we have no contract to purchase with them nor do we sell OequipmentAt that time all open claims in the amount of $were billed directly to the patient as non-covered under their plan5/5/– patient discontinued service and bought their own concentrator [redacted] *** also let us know that she was going to and was in the process of appealing with her insurance for paymentShe spoke with the billing department and did inform us that she would not be able to make a payment with us on the 13th as she was appealing with the insuranceShe was informed at that time that non payment regardless of insurance appeal would result in late notices and collectionsWe have no record of the patient calling us again until 9/3/in regards to the collections balance I did check today and the pt has made arrangements to pay the agency

Preferred Homecare (PHC) would like to respond to the Revdex.com (Revdex.com) complaint from Elizabeth R [redacted] regarding her oxygen (O2) concentrator exchange PHC did contact MsR [redacted] to discuss her frustration with PHC Patient Service Representatives (PSRs) when attempting to schedule an exchange of her Oconcentrator PHC explained our policy to attempt a troubleshoot of the equipment and the annual preventative maintenance procedures on the equipment PHC did follwith our PSRs to rel [redacted] MsR**’s frustrations with service and underscore the importance of appropriate service measures, including timely communication Though MsR [redacted] was never without Oand her concentrator was exchanged same d**, it is PHC’s position to value our patients’ feedback to promote service that leads to a positive patient experience We are thankful to MsR [redacted] for bringing this to our attention

This will simply be a he said she said scenario She had Medicare on the phone when she called and we informed her that Medicare would not pay and she was unhappy with our response We will be happy to take another set of batteries out to the patient She is using the batteries that she states are bad ATTEMPTED TO CONTACT PATIENT – NO ANSWER AND UNABLE TO LEAVE A MESSAGE Monday at 2: ATTEMPTED TO CONTACT PATIENT – NO ANSWER AND UNABLE TO LEAVE A MESSAGE Tuesday at 12:and 3:from a Preferred Homecare phone and a cell phone

PHC has re-reviewed this member's billing concern The online eligibility portal used to verify in-network coverage status still shows the member as in-network, and pricing still populates at in-network rates We are unable to determine why the member's out-of-network deductible would cause billed charges to populate, despite in-network verification online This can only be explained by the health plan, not PHC To simply resolve the issue and move forward, we will write-off the charges and forgo reimbursement from either the member or the health plan for services rendered

I still have never receved an invoice or statement from Preferred HomecareThere is no mail delivery in Bisbee and all my mail must go to a post office boxIt would seem that after years of having mail returned and no payments received, Preferred Homecare might have called me (they have always had my phone number) instead of simply turning the whole matter over to a collections agencyAnd contrary to what they responded, in my conversation with the billing department of Preferred Homecare on March I was specifically told that the $800+ I owed was for the wheelchair, oxygen, and bedNow they seem to be maintaining that those charges are for the bed onlyI still have never received any statement from Preferred Homecare and have no idea where they came up with that figureThe bed they brought me was usedThe vinyl mattress cover was rippedI could buy a brand new bed, in a later model but otherwise exactly like the one I am using for less than $Buying a new trapeze would add approximately $125.So how in the world can my 20% share of cost for a hospital bed and trapeze worth no more than $be $800? The best information I can find on the internet shows the Medicare rate of reimbursement for hospital beds is $per month for monthsThat comes out to a total of $1,How in the world can I owe over $for my 20% when the total reimbursement from Medicare (which my Advantage insurance is based on) is less than $1,500?And as to the matter of a new wheelchair Preferred Homecare has very specifically told me they will not furnish a new chair until my bill is paid offIf that has changed, I have not been informed of the change.Thank you for your time- S [redacted] H***s

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

This Patient has had two separate balances sent to collections at separate times One balance was sent to collections and one continued with PHC When the second balance with PHC went past due this one was sent to collectionsThis will all fall under the same account but does count as separate occurrences, as we gave the patient the opportunity to bring the account current before having the next balance sent PHC is unable to add the new occurrences to an old report as the PT is requesting We have reported all payments to the agency as of the dates they were paid; this will update the patient’s credit history according to how the payments were received as well All the reports of payments that we have made will be updated widays with the credit agencies by the collections company The collection agency is able to provide a letter of resolution as well if needed They can be contacted at [redacted] for this documentation if needed

Revdex.com: I have reviewed the 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 Regards, Amelia Pauly

Proof of Delivery via ***.Dear Customer,This notice serves as proof of delivery for the shipment listed below.Tracking Number: [redacted] Service: [redacted] GroundWeight: lbShipped/Billed On: 12/26/2014Delivered On: 12/29/7:P.MDelivered To: [redacted] ** Left At: Side DoorThank you for giving us this opportunity to serve youSincerely, [redacted] Tracking results provided by ***:

I am unable to print or find original complaint...when I click above it does nothing..but the complaint was that they never did give me an estimate in writing for repairs-(this had nothing to do with medicare at this point and I did not ask them to involve my insurance for my owned scooter) complaint was they woudl not return my calls or messages, would put me on hold for up to minutes, did not provide me with estimate of repairs so I could decide if I wanted to repair or replace it Their customer service was terrible Their reply is the first I have heard anything about medicare's involvement No one mentioned an advanced beneficiary notification They did nothing.....and I still do not have an itemized breakdown of repairs, which would be helpful in my decision as to what I will do.....even if I have to pay for it out of pocketI do have the scooter back but am still needing the requested ITEMIZED estimate for repairs THANK YOU

Revdex.comN12th StPhoenix, Arizona RE: Complaint ID# [redacted] I am in receipt of your letter of October I consider this issue closed as I have paid in full all reasonable charges.My initial complaint pretty much outlined my concerns However, after reviewing your enclosed documents I am not pleased that you have ANY of my medical recordsThere were still a number of questionable data[redacted] I have no idea who the attending and referral physicals are My doctors wereG [redacted] , A [redacted] and D [redacted] - neither of whom ordered that equipment[redacted] No one ever spoke to me of needing the equipmentNo one gave meinstructions[redacted] They did call me several times to pick up equipment but refused to do it after2pm(I work)[redacted] I did think it odd - if not totally unprofessional that two days after they finally picked up the equipment they called to set up an appointment to deliver yet another machine.And if this whole mess does not affect my credit report I want nothing more to do with this company

PHC has taken the member's feedback under advisement This member's PWC order and evaluations have been performed timely PHC's Area Rehab Manager will continue to work with the member's medical equipment needs to ensure they are met in a satisfactory fashion

Preferred Homecare (PHC) would like to respond to the Revdex.com (Revdex.com) regarding Mr [redacted] ’s concern relating to his Continuous Positive Airway Pressure device (CPAP) supply billing and deliveries Mr [redacted] was established on an auto-shipment schedule for his CPAP supplies on at his requestPHC does not establish auto-shipment schedules without patient consentAuto-shipments continued until 02.08.2016, when shipments were cancelled due to patient non-payment PHC sent Mr [redacted] invoices reflecting his financial obligation – 05.12.2016, until sending his account to collections on On 05.06.2016, an itemized statement was sent to Mr [redacted] delineating his amount due by date of service for his CPAP supplies Mr [redacted] submitted payments in the amount of $on and 06.02.2016, though no payment plan below his true financial responsibility per his insurance coverage guidelines had been established with PHCMr [redacted] was also advised to contact his insurance plan for any questions regarding his payments due PHC is able to accept unopened supplies and has agreed to deduct the amount due for these deliveries upon receiptThis will be deducted from his collections balance dueFurther, Mr [redacted] is able to establish a re-payment plan directly with the collections agency moving forward

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will make payment for the amount billed Regards, [redacted] / [redacted]

Life Care Solutions (LCS) agrees that the member was promised a one month trial for the TENS unit and she asked it to be picked upAs a result she should not have incurred any costsWe will credit her account for the $and the $late feeThat will reduce her balance to $Thanks for the opportunity to satisfy the member

Preferred Homecare (PHC) has contacted the member regarding her Revdex.com (Revdex.com) concern After speaking to PHC's Area Manager, it appears this member's Revdex.com concern has been addressed

+1
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Description: Hospital & Medical Equipment & Supplies, Oxygen Producing Equipment, Oxygen Therapy Equipment, Home Health Services, Oxygen, Wheel Chairs

Address: 4055 Club Manor Dr STE 150 & STE 160, Pueblo, Colorado, United States, 81008-2010

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