Preferred Homecare

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.
The business admits to "checking" with my insurance and quoting me my copay. I called my insurance and they have no record of receiving a call from the business. If they had actually called the insurance was VERY clear to me that they do not cover this machine as part of my copay. This supports my claim that the business has a history of lying to clients. Furthermore my receipt (attached) does say that I only have to pay copay. The lying practices of this business are not, and do not meet the standards set forth by the Revdex.com.
Regards,
[redacted]

A Customer Care Rep (CCR) began working on this account on 04/02/2015.  The documentation was not sufficient for Preferred Homecare (PHC) to request auth to the payor.  The CCR sent requests to POP healthcare for additional documentation.  An order was sent on 04/07/2015 and the CCR...

was not notified and it was sent to file.  PHC submitted for an expedited auth 4/16/15 and MCP approved 04/17/2015.  An order was placed and the patient should receive product by noon on Saturday 4/18/15. PHC spoke with the POA Friday afternoon and they were very happy.  However, PHC spoke to the patient again on Saturday and the order PHC sent will not work for them and we had to send out samples.  They are aware to call us back with the product they want. Thank you,[redacted]

PREFERRED

In April of 2017 my C.T.M. power chair which I bought years ago through Humana and came from Preferred Home Care Rehab in Las Vegas started snapping and would go in circles only. I called Preferred and the tech came out on 4/26/17. The left drive wheel was broken along with the pin. He wrote up an order for the part and said it would be a week or so until I heard from them. Nothing happened for about two months. I had a scooter that I used until it died because of dead batteries. I did not have the money to buy new batteries. I went to a manual chair which caused sore arms and painful calluses on my palms as well as back and neck pain. I called Preferred many times to see what the problem was and got no answers, no return calls, many lies, and as much as two months between messages. No one called me back. I told them this was a terrible thing to do to people who can not walk at all and have to find other ways to get around. I have polio, arthritis and many replaced and repaired joints along with severe total spine pain. They said they knew what that was like. I told them they did NOT know what it is like.

I called Humana and they dealt with Preferred and they were told by someone that a person named Luz had entered the wrong numbers into the system and the order got lost. They said they would search warehouses, etc, etc, etc. They would let me know. I called around and found there was no such person as Luz anywhere. I waited and waited and called and called and finally had a friend take me to the Las Vegas office and I caused a big problem in the waiting room. They were very rude to me and tried to get me to go to a back office. I said I would discuss it right there. A Mr. Booth talked to me and expressed his apologies and he said he would research the problem. The part was found in their warehouse after a lengthy search and he said it would be brought to my house the next day and installed. It was now late August.

The part did come the following day but the batteries were dead from sitting several months. I got new batteries the next day.

The tech explained that no one knew what happened to the original order and who did it. Preferred is trying to blame it on the techs but they were not to blame. Many people lied to me and did not follow through. In the middle of this I was told I owed a co-pay of $48.11 and seemed to think this was the problem. I was told in the beginning that they did not have a co-pay fee for me as they were waiting on the manufacturer. I paid the co-pay and waited about two months longer as they did not answer me.

Towards the end a C.T.M. sales person called and sent me pics of new C.T.M.s and apparently wanted me to buy a new power chair. What a way to get a sale. Lose the original order and drive the customer crazy.

I do not want to ever deal with Preferred again. They are the worst. I pray to God that no one ever deals with them again.

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 06.24.2016. 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 time. At this time, Ms. [redacted] does not have a pending repair order with PHC.

May 29, 2014 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585602-264-5299 ¦602-798-8279arizonaRevdex.com.org Re: Complaint ID# [redacted] A review of Mr. [redacted] file shows that he is behind one month in rental payments for his oxygen....

 His current balance is $30.82. No letters have been received from Mr. [redacted] nor have any phone calls been logged referencing the balance on his account.   Mr. [redacted] was called today by PHC billing staff after receipt of his complaint. A message was left for a return call to discuss his account and to offer to email him an itemized statement. The statement in question has been attached for your reference. Thank you for giving Preferred Homecare the opportunity to address Mr. [redacted] concern. Best Regards, [redacted]Regional Account Manager

[redacted] has had constant contact with a Department Lead since the first Revdex.com complaint was received. Preferred has spoken with him on 4/20, 4/21, 4/22 & today, 4/23. He has the personal cell phone of the Department Lead and called her last weekend when he got the samples that did not work for the PT.  He requested to try the size medium, which are on backorder from the manufacture, so he requested we send 90 small pull-ups.  When the order for medium is fulfilled he will let us know which size to send going forward.The 90 small pull-ups were shipped from the vendor and delivered on Saturday 4/25/15.

PHC has followed-up with this patient's concerns.  There was additional communication required between the patient, her family and PHC managers to create an action plan agreeable to both parties moving forward.
 
PHC does regret the frustrations this patient has experienced thus far.  It appears the patient and family accept the current arrangements as resolution and we will continue to monitor the patient's service to prevent similar recurrences in the future.

Preferred Homecare (PHC) has reviewed Ms. [redacted]'s Revdex.com (Revdex.com) concern regarding the type of enteral product dispensed to meet her daughter's needs.
 
PHC does not determine or define medical necessity, but dispenses product according to the Healthcare Common...

Procedure Coding System (HCPCS) to meet treating physician recommendations and health plan guidelines. 
PHC's formulary items are routinely dispensed to hundreds of patients to meet medical requirements established by a treating physician.
 
PHC will reach out to Ms. [redacted] directly to better understand her specific concerns.

May 28, 2014 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585602-264-5299 ¦602-798-8279arizonaRevdex.com.org Re: Complaint ID# [redacted] Preferred Homecare (PHC) has researched the issues surrounding the complaint about an outstanding...

balance of $2,500 for enteral pumps that were not returned to PHC. Part of this research was to speak directly with [redacted] on 5/27/14 about the missing enteral pumps. Mrs. [redacted] stated that she has 3-4 enteral pumps that belong to PHC and they are in a storage facility in Arizona.  She is presently living in Utah and is moving back to Arizona in early July.  The customer service representative who spoke with Mrs. [redacted] indicated that PHC would be willing to reduce the outstanding balance to $0 and to cease any further collection activities if the pumps were returned. Mrs. [redacted] agreed to return the pumps to PHC when she returns to Arizona.  I believe that both parties agree that this is a fair solution and that upon Mrs. Wilson’s return of the pumps we can finally resolve this issue.   Best Regards, [redacted]Regional Account Manager

I just want Preferred Homecare and the Revdex.com to know that's not what happened. After continuing to not hear from anyone at Preferred Homecare I contacted Ronda, the manager of the rehab department on 8/3/16 and that's when she informed me that the wheelchair would be delivered on 8/4/16 although Ken the rehab driver informed me that the wheelchair adjustments were completed on 7/30/16 and would have liked to have dropped it off on 8/2/16 but unfortuneatly that wasn't possible.

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 10.07.2015 at his request. PHC does not establish auto-shipment schedules without patient consent. Auto-shipments continued until 02.08.2016, when shipments were cancelled due to patient non-payment.

PHC sent Mr. [redacted] invoices reflecting his financial obligation 01.19.2016 – 05.12.2016, until sending his account to collections on 06.17.2016. 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 $50.00 on 05.09.2016 and 06.02.2016, though no payment plan below his true financial responsibility per his insurance coverage guidelines had been established with PHC. Mr. [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 receipt. This will be deducted from his collections balance due. Further, Mr. [redacted] is able to establish a re-payment plan directly with the collections agency moving forward.

My concerns have not been addressed. I also requested that there be  weekly scheduled  visits. 
the manager that contacted me did give me his number. But I never said I was satisfied .
He stated that the company takes this type of negligence serious. Obviously that is not true from the response that I received from this company. 
The manager wanted to know what location I was dealing with.
Additionally I would like this be be made as public record- people  see to know that big companies that go out and buy smaller companies need to provide adequate services and respond to customers in a timely manner .

Preferred Homecare (PHC) would like to respond to this member’s Revdex.com (Revdex.com) concern regarding service of her ventilator machine.

size="3"> PHC’s Area Manager contacted the member upon receipt of her concern to discuss her frustrations with PHC’s service.
The member’s ventilator was checked by PHC staff and found to be working properly.  PHC is in contact with the member and her sister, and each have been provided with direct manager phone numbers to alleviate any frustrations moving forward.
The member has expressed satisfaction with the vent and management involvement with her account.

From: [redacted] [mailto:[redacted]@preferredhomecare.com] Sent: Thursday, November 06, 2014 12:58...

PMTo: drteamCc: [redacted]Subject: Revdex.com Complaint ID [redacted]

 

Now to Mr. [redacted]:

 

Mr. [redacted] has Medicare as his primary insurance and as such we need to have the appropriate medical documentation from the physician’s office in order to qualify him for the device. We had  turnover  in the Houston staff handling the order and as a result the order was delayed. After several contacts with the physician’s office we were able to get the appropriate documentation. Mr. [redacted] was provided his Cpap supplies on 1017/14. We apologize for the delay in processing the order.

 

[redacted] •Credentialing Specialist

Preferred Homecare • LifeCare Solutions

[redacted] E Hilton Ave. • Phoenix, AZ 85034 • D ###-###-#### • F ###-###-####

[redacted]@preferredhomecare.com | www.preferredhomecare.com

 

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June 3, 2014 Revdex.com[redacted]Phoenix, AZ [redacted]###-###-#### ¦###-###-####arizonaRevdex.com.org Re: Complaint ID# [redacted] Thank you for the opportunity to review Ms. [redacted]’s complaint and to resolve the situation to...

everyone’s satisfaction. A CO2 monitor was ordered for Ms. [redacted]’s daughter and Preferred Homecare (PHC) attempted to provide the appropriate equipment. Unfortunately. PHC does not provide CO2 monitor units as they are out of our scope of service. In an effort to service the member as best we could we were able to provide a used CO2 monitor. We disagree with Ms. [redacted] as to her assertion she was promised a brand new CO2 monitor by [redacted], Respiratory Supervisor. We do not carry CO2 monitors in stock as I mentioned they are outside of our scope of service, so the promise of a new unit was never made.  After the first unit malfunctioned for reason unknown, another certified used unit was provided that was also not satisfactory to the family due the size of the unit and lack of portability. In an effort to assist Ms. [redacted] in securing the equipment that her daughter needs, [redacted], PHC Clinical Manager, called and spoke with Ms [redacted] today June 2nd, in order to explain PHC’s position. He explained the CO2 monitor was out of our scope but PHC is willing to order a new portable CO2 for her daughter. We are in the process of ordering the equipment and will contact Ms. [redacted] when the equipment is available. PHC will stay in contact with Ms. [redacted] so she is kept aware of the processing of the order. Please let me know if PHC can be of any further assistance.  Best Regards, [redacted]Regional Account Manager

Preferred Homecare (PHC) would like to respond to Mr. [redacted]’s Revdex.com (Revdex.com) concern regarding delivery of his wheelchair. Mr. [redacted]’s concern has been elevated to our Area Operations Manager (AOM) for review to expedite his wheelchair order wherever possible....

PHC’s AOM will contact Mr. [redacted] with order status updates and track his wheelchair order to resolution to ensure his order is completed as timely as possible.

I've been dealing with this company's representatives for over 3 years and have received nothing but superior service. In fact, I'm trying to get my insurance company to get them to sign a contract with Preferred Homecare so I can continue to use them.

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.

The business admits to "checking" with my insurance and quoting me my copay. I called my insurance and they have no record of receiving a call from the business. If they had actually called the insurance was VERY clear to me that they do not cover this machine as part of my copay. This supports my claim that the business has a history of lying to clients. Furthermore my receipt (attached) does say that I only have to pay copay. The lying practices of this business are not, and do not meet the standards set forth by the Revdex.com.

Regards,

Preferred Homecare (PHC) would like to respond to the Revdex.com (Revdex.com) complaint from Elizabeth R** regarding her oxygen (O2) concentrator exchange.

PHC did contact Ms. R** to discuss her frustration with PHC Patient Service Representatives (PSRs) when attempting to...

schedule an exchange of her O2 concentrator.

PHC explained our policy to attempt a troubleshoot of the equipment and the annual preventative maintenance procedures on the equipment.

PHC did follow-up with our PSRs to rel** Ms. R**’s frustrations with service and underscore the importance of appropriate service measures, including timely communication.

Though Ms. R** was never without O2 and 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 Ms. R** for bringing this to our attention.

Preferred Homecare (PHC) would like to provide a response to the Revdex.com (Revdex.com) complaint regarding Mr. [redacted]’s use of his oxygen (O2) equipment. PHC contacted Mr. [redacted] 05.30.2016, after receiving his concern from the Revdex.com...

05.29.2016.

Mr. [redacted] advised a PHC Customer Service Technician (CST) had visited Mr. [redacted] 05.29.2016 to provide re-instruction on the use of his O2 equipment as Mr. [redacted] was unsure of the proper installation of his O2 regulator on new O2 tanks and how to properly adjust the O2 level of his concentrator.

Mr. [redacted] explained his equipment concerns were resolved, though advised an equipment use reference guide for patients would be beneficial and may alleviate the need for CST home visits for other patients.

PHC advised his concerns would be relayed to our Southern Arizona Area Operations Manager (SAZ AOM) for consideration. PHC’s SAZ AOM contacted Mr. [redacted] 05.31.2016 to discuss his suggestions and concerns.  Also, Mr. [redacted] was provided with management cell phone numbers to facilitate service moving forward.

Mr. [redacted] expressed satisfaction with this communication and states he is comfortable using his O2 equipment.