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Preferred Homecare Reviews (413)

Preferred Homecare (PHC) would like to respond to this member's Revdex.com (Revdex.com) concern regarding the co-insurance paid for his blood pressure monitor (BPM).
 
This member's order was processed according to his health plan's guidelines.  PHC verifies eligibility...

and benefits with the health plan prior to dispensing product and does not determine coverage or guarantee health plan payment.  PHC relayed the financial responsibility as it was relayed from the member's health plan.  A health plan authorization, approval or verification of coverage or benefits does not guarantee payment.  
Given this member's concern, PHC's Area Manager contacted the member on 10.31.2016 and agreed to refund his co-insurance paid.  PHC's Area Manager did reiterate to the member his patient responsibility to understand his benefits and to contact his health plan, if necessary, with any coverage questions he may have prior to accepting delivery moving forward.

PHC has reviewed Ms. [redacted]’s follow-up response to the Revdex.com.

Per PHC phone records, Ms. [redacted] has placed 46 calls to PHC

between 06.24.2016 and 07.22.2016.

Average call duration was 3.84 minutes per call.

Only 3 of the 46 calls exceeded 10 minutes and the longest

call time was 19.07 minutes, placed on 06.24.2016, as Ms. [redacted] was

transferred to both a supervisor and a manager on duty.

PHC did not pick-up Ms. [redacted]’s wheelchair to perform an

evaluation for a price quote. PHC

picked-up Ms. [redacted]’s wheelchair because it was not functioning and required

repairs.

On 07.15.2016, after PHC had completed the wheelchair

evaluation, Ms. [redacted] informed PHC she had contacted Medicare and might be

interested in a new replacement chair instead of repairing her current chair.  She requested that her medical records be

sent to another provider.

PHC’s Rehab Area Operations Manager (AOM) will

work with Ms. [redacted] so she is aware of itemized repair costs.

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 up. As a result she should not have incurred any costs. We will credit her account for the $13.65 and the $15 late fee. That will reduce her balance to $0. Thanks for the...

opportunity to satisfy the member.

Thank you for the opportunity to respond to Mr. [redacted] issue concerning the repair of his chair.

 

The Preferred Homecare (PHC) rehabilitation manager, Rhonda [redacted], has been in contact with Mr. [redacted] and advised him that a detailed prescription from his physician was necessary in order for PHC to proceed with repairing his chair. That prescription has been received; the parts have been ordered and received by PHC. A PHC technician is scheduled at Mr. [redacted] home today in order to complete the repair.

 

We are confident that Mr. [redacted] will be satisfied with the repair of the chair and that this issue will be resolved. Please let me know if we can be of any other help to Mr. [redacted].

 

Thank You,

Regional Account Manager

The patient did apply for financial assistance however we have requested she provided us with required documentation which she has refused to do. We do have some documentation from her but not everything that is required to process the application. We had her account on hold to allow...

her time to provide the information however on 9/23/2014 she spoke with the supervisor who handles the financial assistance applications and she again refused to provided us with the needed documents and she disconnected the call. Her account has been reinstated and she is receiving bills again for her portion.

PHC is in communication with Ms. [redacted] and the insurance company to identify an acceptable resolution.

Please see the attached exchange ticket signed by the patient verifying that the CPAP was exchanged.  Two serial numbers are referenced on the proof of exchange showing what was picked-up and what was delivered.
 
Ms. [redacted]'s second replacement CPAP has been pending authorization from her insurance plan since 08.31.2016.

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 made no attempt to resolve this complaint.Furthermore, the decision by Preferred HomeCare as stated in the letter received by complainant is based at least in part on statements that are inaccurate and patently false. Specifically, Preferred HomeCare stated in its April 24, 014 response that we "seemed to believe that they should be able to keep the equipment and not pay for any of it. This offer, in attempt to reconcile this issue, was made in September of 2013 and we were still willing to uphold it all the way through March 2014. During the last conversation with {Complainant} on March 31st, she maintained her position that they were unwilling to pay for anything and the decision was made to send the account to collections. The amount of $992.75 is now due to TSA Collections.."At no juncture during this protracted situation has either of us stated we were or are unwilling to pay for anything.  Our efforts to communicate with Preferred HomeCare and understand its position spanned several months, as detailed in our original complaint.  Preferred HomeCare's unflattering characterization of us is wholly untrue, and yet another effort dodge its responsibility to answer for its dilatory and unfair business practices.Furthermore, we have since the initiation of this complaint received a collections letter for the amount of $992.75.  This letter, dated April 17, 2014, demands payment of this amount, yet as detailed in our complaint, we have _never_ received a written invoice from Preferred HomeCare for this amount.  There has been no invoice, let alone written explanation or detail, of these charges.  As noted in our original complaint, we have no invoice or delineation of charges.  It is Preferred HomeCare's responsibility to provide this.  Instead, Preferred HomeCare has jumped to a "monies owed" stage, and defended that continued position at least in part on untruths.  As stated repeatedly to Preferred HomeCare and also in our complaint, we do not seek to avoid our reasonable fiscal responsibility.  However, Preferred HomeCare has shirked its responsibilities of timely and clear communication, and continues to, as no explanation of the invoiced amount is yet offered, despite its submission of this matter to a collections agency.  Were this matter to continue to collections and to court, Preferred HomeCare would be liable for its actions as well as for any resulting damage or injury.We refuse to withdraw this complaint, until and unless our matter has been addressed on the merits by Preferred HomeCare.Regards,Complainants

This is the worst medical provider in the Southwest United States no customer service you'll probably never get the equipment you need and I'll never be anybody there to help you you owe yourself more find a reliable company but appreciate your business

I am in receipt of your letter of October 5.  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 records. There were still a number of questionable data.* I have no idea who the attending and referral physicals are.  My doctors were G[redacted], A[redacted] and D[redacted]  -  neither of whom ordered that equipment.  (Debra L[redacted] was in [redacted] 10/13/14 Dr. Jaqueline D[redacted], ordered the oxygen)* No one ever spoke to me of needing the equipment. No one gave me instructions. ( Work Order for Delivery of the Home fill Oxygen system was signed by customer 11/19/14, where it documents, patient returned demonstration of proper use and troubleshooting of listed equipment)* They did call me several times to pick up equipment but refused to do it after 2pm. (I work). (Preferred picks up equipment M-F up till 10:00 PM)* 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. ( Dr. William S D[redacted] continued to send over RX’s for Oxygen to be used with the customers CPAP, latest was 10/12/15)And if this whole mess does not affect my credit report I want nothing more to do with this company.•         Pt has been sent to collections in the amount of $219.30 with a  current balance to PHC in the amount of $25.32. They were sent to the collections agency TSA on 6/5/2015 and pt has been reported to the credit bureau as of 8/5/2015. Pt has been actively called by the agency in regards to the balance but no arrangements or dispute was filed so it was reported to the credit bureau as of 8/5/2015. Pt can contact TSA at ###-###-#### to make payments.

I would like to apologize for the frustration that Ms. [redacted] has experienced. However, this matter has been reviewed and Preferred Homecare remains firm that the balances of $353.12 to collections, and $31.54 current to Preferred Homecare, are valid charges.

Ms. [redacted] claims to...

not have received past due notices, however, they were sent on 9/3/13, 9/24/13, 10/10/13, and 10/29/13. Please see the attached screen shot on the next page to view all the activity on this account, which shows when these past due letters were sent. Of the 4 mailed, none were received back as “return to sender”. Ms. [redacted] has not met the deductible with her insurance company and is therefore responsible for the full amount of services, until it is met. If she has questions about this, she needs to contact her insurance company. On 3/18/14, Ms. [redacted] called and spoke to [redacted], who also informed her of all this information I have provided. Please also see the attached billing statement, starting on page 3. The amount shown under “Summary of Adjustments” is what was written off to Collections. That amount is now owed to the collection agency. 

I hope that I have fully addressed this matter for the Revdex.com and that it can now be closed. If for any reason this is not a satisfactory resolution, please contacted me directly and I will do my best to further assist.

Preferred Homecare (PHC) would like to provide a response to the Revdex.com complaint regarding our patient, Thomas S[redacted] billing refunds.  After a...

thorough review of billing history, we did identify an error in the application of credits applied to Mr. S[redacted] account for dates 07.06.2015 and 08.03.2015.  The credits applied to the patient’s account did not eliminate the balance due as intended, and resulted in subsequent charges billed in error.  As of 03.15.2016, these credits have been applied correctly and all remaining charges have been removed.  Mr. S[redacted] was contacted on 03.15.2016 and advised of the adjustments correcting his account to reflect a zero balance due.  Preferred Homecare regrets the timeliness of resolution, but strives to properly assist our patients with any concerns as they may arise.

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.After receiving this response I contacted [redacted] and spoke with Linda. I was told the original claim#[redacted] was received on 1/27/14 and was denied requesting information at that time the claim numbers are left open waiting for the information. [redacted] then received another 2 claims on 8/9/14 with a new claim numbers both were rejected as duplicate claims. On 12/29/14 [redacted] received the information requested and cut an electronic check that was cashed on 1/2/15 by Life Care Solutions. On the copy of the E.O.B. (Explaination Of Benefits) from [redacted] issued on 12/29/14 states: Service Date 1/17/14 Total Billed $84.00 Patient Savings $52.44/01 Applied to Deductible $0.00 Claims Payment $31.56. Detail Message on the 01 on Patient Savings says "This is the amount in excess of the maximum allowed amount for a participating provider. The member therefore, is not responsible for this amount." I was told by [redacted] this is a provider write off. But then I received that bill on 2/10/15 for $31.56 + $15 Late Fee. That I should have never received since payment was made by [redacted] on 1/2/15. On 2/20/15 I did have a 3 way conference call with Life Care Solutions Billing, [redacted] and myself. When [redacted] explained to Life Care that I was not responsible for the bill and that payment had been made by [redacted]. That they did not seem to be aware of. We were put on hold while it was looked up. I do not know why my son's 2nd insurance would be billed for the balance as stated in previous response. My bill from the beginning was $31.56 which was paid by [redacted].

Regards,

May 28, 2014 Revdex.com[redacted]

[redacted] Re: Complaint ID# [redacted] Thank you for the opportunity to respond to Ms. [redacted]’s complaint about how her damaged scooter was...

repaired. Preferred Homecare (PHC) did evaluate the member’s scooter after it was involved in an accident. Based on our technician’s review of the existing damages, we proceeded with repairs that were completed on 4/3/14 and her scooter was returned to her on 4/9/14.  The member contacted PHC on 4/22/14 and stated that all of the repairs were not completed and that additional work needed to be done. PHC performed the repairs that we thought were appropriate at the time. Based on the member’s feelings that additional repairs were necessary, PHC will perform additional work on her scooter that will hopefully alleviate the issues and will be satisfactory to the member. These additional repairs will be at no charge to the member or her insurance company.                                    ... Once again thank you for the opportunity to address the member’s issues with PHC and we hope this resolution will be satisfactory to her.   Best Regards, [redacted]Regional Account Manager

Revdex.com4428 N. 12th StPhoenix, Arizona  85014 RE: Complaint ID#[redacted]I am in receipt of your letter of October 5.  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 records. There were still a number of questionable data.* 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.* No one ever spoke to me of needing the equipment. No one gave meinstructions.* They did call me several times to pick up equipment but refused to do it after2pm. (I work).* 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.

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.

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.While I appreciate the fact that the letter was finally sent, it did not meet the time frame promised by the billing manager and came  only after I followed up with another employee.  Very poor customer service attitude.

Regards,

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]

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.
I am dissatisfied 100% with this response. Their response is nothing but a bunch of excuses. We dont live in the 1970's. Whoever signed for the deliveries can be verified by calling the carrier[redacted] or whoever) or going to their  website using the delivery tracking number- which I dont have(Have they called the delivery company??). These delivery companies record everything. Including the GPS/time of delivery/address/signature/Name of the person receiving/ etc.  Obviously this company has customer service, accounting, customer order entry,  training, and logistics problems.  I dont have time to argue over very clear cut issues like these. The fact of the matter is, I did not receive the items that I ordered. 

Regards,

I would like to begin by apologizing for the frustration that Ms. [redacted] has endured and assure her that it is never the intention of Preferred Homecare to provide less than satisfactory service to our patients and their families. I also want to thank her for her feedback, as it helps us to...

identify when our service falls below our standards and allows continued training and necessary reminders.

In regards to the billing, we submitted for payment of the 10 days, but the insurance company processed it for only one day. We apologize for the bill, but we do not show that Ms. [redacted] owes a balance and we have resubmitted our claim to the insurance company for the remaining 9 days.

I hope that I have addressed Ms. [redacted] concerns and that this matter with the [redacted] can be closed. If for any reason this issue is not fully resolved, please contact me directly and I will do my best to ensure that we can come to an appropriate resolution.

Respectfully Submitted,

[redacted] Risk Manager

Preferred Homecare, LifeCare Solutions, & Comprehensive Sleep Solutions

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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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