Preferred Homecare

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 collections. This 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 with-in 30 days 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.

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.

Preferred Homecare Glendale AZ office once again failed to provide some vital medical oxygen equipment and supplies to assure my Invacare Oxygen Concentrator and related other equipment would work properly. They failed to provide the proper Ahepa Filter for the machine,sent cheap worthless oxygen tubing,failed to replace a virtually failing apart carrying bag for my small portable oxygen tank,failed to replace two defective small oxygen tanks and a vital oxygen regulator valve. And Iam a 77 year old disabled senior citizen on 24/7 oxygen as well. When I contacted them back their Glendale Office hung up on me.Please allow me to point out that this is not a case of sending me a box of bandaids that the total incompetent Preferred Homecare treats these matters but instead a vital virtual life and death potential situation,since if you cannot get oxygen to breathe frankly you die with out it! This same company has a very [redacted] history of consumer and [redacted] against it as well. I want these wrong or defective oxygen supplies and oxygen equipment correctly fixed and provided with the proper and correct oxygen supplies as well. I want these total incompetents put out of business forthwith and all their various contracts terminated forthwith as well.

Regards,

Prefered home are never contacted me.

I still have never receved an invoice or statement from Preferred Homecare. There is no mail delivery in Bisbee and all my mail must go to a post office box. It would seem that after 2 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 agency. And contrary to what they responded, in my conversation with the billing department of Preferred Homecare on March 29 I was specifically told that the $800+ I owed was for the wheelchair, oxygen, and bed.
Now they seem to be maintaining that those charges are for the bed only. I still have never received any statement from Preferred Homecare and have no idea where they came up with that figure. The bed they brought me was used. The vinyl mattress cover was ripped. I could buy a brand new bed, in a later model but otherwise exactly like the one I am using for less than $800. 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 $925 be $800? The best information I can find on the internet shows the Medicare rate of reimbursement for hospital beds is $115 per month for 13 months. That comes out to a total of $1,495. How in the world can I owe over $900 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 off. If that has changed, I have not been informed of the change.
Thank you for your time. - S[redacted] H[redacted]s

A review of this account has been completed and Preferred Homecare (PHC) was able to identify that per the Patient's Explanation of Benefits the Patient would have a $50.00 co-insurance charge for the 8/4/2015 DOS.  PHC had incorrectly billed the Patient a...

20% co-insurance of $28.63.  PHC did receive notification from the PT’s insurance on 8/28/2015 by phone that the PT’s would owe a higher co-insurance charge, but the official Explanation of Benefits from the Patient's insurance was not received until 9/29/2015. 

The billing department does not show the Patient has called into voice any concerns regarding her account. If the patient is mailing back correspondence in the payment envelope, this address is only for payments, this is an automated system that will only process payments and does not read correspondence which is why the invoices states only “Mail Payment to:” Our invoices do state that for any questions to contact us.   The account has now been corrected to reflect the appropriate amount owed by the Patient in the amount of $50.00 for the 8/4/2015 DOS. An updated statement has been mailed out to reflect the changes per the patient request to receive only correspondence by mail or email.

Thank you

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,

Preferred Homecare apologizes for the lack of communication in notifying the member of  delays associated with the repair of her wheelchair. The [redacted] manager, [redacted], called Mr. [redacted] and explained what had happened and apologized to him directly. We had a customer service...

representative that did not do a good job in keeping Mr. [redacted] informed as to the ordering and availability of parts. The repair of his wife's chair was successfully completed on 9/24/14. Ms. [redacted] communicated to Mr. [redacted] that she would personnally counsel and discipline the customer service rep and would call Mr. [redacted] on 9/30 to explain to him the results of the employee couseling and to check on the status of his wife'e chair.

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,

company does not care about the health of people they are providing service for. my work orders have been canceled twice. and I have been totally over looked. they are putting my health and my unborn child's health at risk.

Every experience I have had with their call center has been horrible. They all seem very rude and lazy. Several times a year I seem to have issues with them regarding the delivery of my sons' diapers. They give misinformation, and last year they blatantly lied in documentation and to me. I wish my sons' insurance would contract with someone else.

This PT was provided a knee walker on 1/9/2015.  The Knee walker provided was a purchase item and had an initial 20% co-insurance charge of $47.60.  The remaining 80% was then processed to his insurance, which he never paid.  The other 80% was then sent to his insurance and it...

processed to UHC against the PT’s deductible so the PT would now need to pay the full purchase price of $238.00.  It is the PT’s responsibility to know his benefits, although we do our best to provide him with all the information we can obtain. The PT called in on 3/18/2015 to see why he was billed. We advised him of his deductible charge and the PT was unhappy because he didn’t know it wouldn’t be paid for by the insurance.  He was transferred to the branch customer service department. The PT was sent several letters from 4/2/2015, 5/5/2015, and 6/2/2015 letting him know that he would have this responsibility and we now just heard from him again on 7/2/2015, and was told that he would be charged $238.00 due to his DED not being met, and could verify this charge with his insurance.  He stated he had spoken with them but then tried to negotiate a price of $100 for the purchase but was told we cannot.  He stated that he would pay the $100 and then wished for the remaining balance to be sent to collections.  PT has not paid the $100 and was sent to collections for non-payment due to the final due date being passed.  PT will now have to work through NSB collections.  He can contact them at ###-###-#### to set up payment arrangements.

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.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 once all of my concerns have been addressed. I received a refund check for $33.39. It came from the collection agency and not Preferred Homecare who I had sent my payment to. But at least I did receive the check. Still waiting for a signed letter from Preferred Homecare regarding the status of my account and ownership of the BiPAP machine. Would like something in writing that our account was sent in error back to the collection agency and that they will no longer be contacting me. I will wait until for the business to perform these actions and, if it does, will consider this complaint resolved. 

Regards,

Cust [redacted] Order [redacted]
I have a CPAP humidifier from this company. The order stated the co-pay would be $0.71/mnth. They're charging me $21.37/mnth. Their excuse is that this was a computer error. They never informed me of the changes. I feel this is unethical business. Can I do anything to make them stick to the price quoted on the order?

This PT had two accts set up with PHC, [redacted] and [redacted].  The account that had the o2 renting is [redacted].  The PT did call to have the o2 picked up and we did complete the PU on 12/22/2014.  The only problem is the PU was processed on the incorrect acct ([redacted]) so the billing...

did not stop. A supervisor from the billing department has flagged the duplicate acct as DO NOT USE.  PHC did speak with the PT on 3/10/2015 and we did stop the billing from going out to the PT on this date but it was not forwarded to the PT’s insurance to have the claims reversed.  It looks like we were unable to identify a duplicate acct at this time.  The supervisor has adjusted off the PT charges that were on the account after the PU date of 12/22/2014 and notified the collector that we will need to reverse the o2 claims with UHC for the 1/4/2015, 2/4/2015 and 3/4/2015 DOS.A call was placed today 4/15/15 to the PT to let her know what he found and that she does not owe PHC as we have corrected the issue and that she should be seeing the claims reversed through her insurance, but there was no answer. A VM for her to call back.

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

Attached is the Benefits Detail from [redacted] Plus 4000, this shows what Her covered [redacted] benefits are. There is no other explanation, [redacted] co-pay is $50.

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 as soon as the "NEW" co2 unit is delivered. 

Regards,[redacted]

Information from the Rehab Manager of Preferred Homecare:This order was delayed.  The parts we show were replaced correctly and the shop manager saw the chair when it left and stated it was in good condition.The parts were all in to repair the chair, a replacement cushion was...

still pending receiving, the repair was scheduled without seeing that the cushion had not been repaired. The member was offered a manual wheelchair loaner by our shop supervisor. I am currently working on the repairs of this chair to complete and re-repairs the patient requests and the patient has requested we take care of a new chair for him as well as he and his wife are unhappy with the other vendor and would like us to take care of the new chair. I am working with the member and his wife to resolve issues and get all equipment the member needs.

I have included all the EOB’s from this Patient’s insurance showing the Patient’s responsibility for the services Preferred Homecare (PHC) has provided. Per [redacted] PHC should have charged the PT a total of $563.53 between Deductible and Co-insurance charges for Date of Service (DOS)...

from 7/02/2014 to 10/02/2014.  PHC has only charged the PT a total of $460.79 for all the services provided.  PHC will not go back and up adjust to cover the difference that should have been billed to the Patient. Of the $460.79 PHC has billed the PT; the PT still owes $81.12 which is a valid charge. The patient has only paid PHC a total of $379.67 since they have been on service.