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Preferred Homecare Reviews (413)

[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.

Below is a recap of conversations with [redacted] and the Preferred Homecare staff:12/23/15Address confirmed by patientSupplies sent 1/20/15RECEIVED ORDER FROM M.D TO CHANGE PATIENT'S MASK TO THE SIMPLUS FF MASK. PATIENT WAS WEARING THE MIRAGE QUATTRO. SHOW ORDER WAS...

PLACED 12/23/2014 FOR MASK, HDGR TUBING AND FILTERS. PATIENT CLAIMS THAT HE HAS NEVER RECEIVED THIS ORDER AND NOW STATES THAT THIS WAS NOT THE ADDRESS THAT HE LIVES AT. COULD NOT PROVIDE THE NEW ADDESS TO ME AS HE IS AT WORK AND COULD NOT TAKE CALLS. SHOW [redacted] STATES LEFT THIS PACKAGE AT SIDE DOOR. PER [redacted] PATIENT DID NOT CALL AND LET US KNOW HE HAD NOT RECEIVED ORDER IN A TIMELY MANNER SO HE WILL HAVE TO WAIT THE SIX MONTHS FOR THE NEW MASK ORDER. ATTEMPTED TO CALL AND UPDATE PATIENT AND NOW THERE IS NO OPTION FOR V.M.  02/20/15PT CALLED STATING THAT HE DID NOT RECV HIS SUPPLIES YET HAS A BILL FOR THEM AND WANTS HIS SUPPLIES. I ADVISED PT THAT HIS SUPPLIES WERE SHIPPED TO HIS OLD ADDRESS ([redacted]). PT STATES THAT HE HAS NOT LIVED THERE FOR OVER A YEAR, AND HIS NEW ADDRESS IS [redacted], I ADVISED HIM THAT WE ARE UNABLE TO RESEND THE SUPPLIES BECAUSE HE HAD 10 BUS DAYS TO GIVE US A CALL TO IF THEY HAD NOT BEEN RECVD AND IT HAS BEEN ALMOST 2 MONTHS. HE STATED THAT HE WOULD LIKE TO SPEAK W/MY MANAGER, AND I TRANSFERRED HIM TO [redacted] SPOKE WITH PATIENT THAT RECEIVED A BILL THIS WEEK, HE IS CLAIMING TO HAVE NEVER RECEIVED SUPPLIES IN DECEMEBER. I ASKED WHY HE NEVER CALLED AND LET US KNOW, HE CLAIMS IT WASNT HIS RESOPONSIBILTY. I LOOKED IN NOTES AND EXPLAINED THE FIRST TIME WE EVEN HEARD ABOUT IT WASNT UNTIL WE CALLED HIM A MONTH LATER WHEN WE RECEIVED A NEW ORDER FOR A DIFFERENT MASK AND WE TOLD HIM THAT WE COULD NOT SUPPLY UNTIL HE WAS ELIGIBLE. THAT IS WHEN HE CLAIMED HE NEVER RECEIVED ORDER. PT THEN CLAIMS HE HAS NOT LIVED AT ADDRESS WE HAVE ON FILE FOR A YEAR, BUT WHEN I ASKED HOW HE RECEIVED THE BILL AT THAT ADDRESS HE "DIDNT WANT TO GO INTO DETAILS". I ALSO ADDED THAT THE "OLD ADDRESS" IS THE ADDRESS THAT THE DOCTOR SENT US AS WELL.  HE THEN CLAIMED THAT HE CALLED WITHIN THE FIRST 10 BUS DAYS TO TELL US THAT THE PACKAGE NEVER ARRIVED, WHEN I ASKED HIM WHAT NUMBER HE CALLED IN SO I CAN TRACK IT, HE THEN SAID THAT HIS DOCTOR CALLED IT IN FOR HIM. PATIENT ENDED UP PAYING THE BILL OF $151.46.Thank you,

Preferred Homecare remains firm in its position, detailed in my initial response. We attempted to work with the patient, Mr. [redacted], and his wife, Ms. [redacted], on this issue and I believe that we offered a fair resolution in September 2013. The option was available to them until March 31, 2014. This was more than sufficient time for them to act; even paying a small portion of what was owed could have kept the account from going to collections. However, they continued to argue their financial responsibility in the matter and were unwilling to participate in any resolution that involved payment. Unfortunately, there is nothing more we can do for this customer; they waited too long to act and the account has been sold to collections.

Additionally, PHC denies the allegations that the patient’s invoice has never been sent. I have attached an itemized statement, as well as the Explanation of Benefits from the insurance company. These documents were all previously mailed to Mr. [redacted].

Thank you,

Privacy Officer

Risk Manager

Preferred Homecare,

LifeCare Solutions, &

Comprehensive Sleep Solutions

Preferred Homecare in [redacted] researched and found they had attempted to contact this patient on 3 separate occasions to get patient scheduled. After reviewing the documents we received from the physician the number provided on the paperwork we received was different than...

the number we had in the system as this patient already has an existing account with Preferred Homecare. The information provided in this complaint matched the information provided by the physician.  The staff has been counseled on verifying information received from the physician if it doesn't match the information we have if the individual is a current patient of Preferred Homecare.  We have since spoken with the patient and have updated his account to reflect the correct phone number. This patient is scheduled @ 3:30 on July 29th.

The original repairs for Ms. [redacted] should never have been billed to the member. The FBI was contracted to make the payment. The error was made by not loading a payor into the account thereby sending the bill to the patient. The staff member that made the error is in fact no longer with Preferred Homecare. The $242.81 charge has been removed from the members account by the Accounts Receivable Supervisor. No further bills for this date of service will be sent to the member. Thank you

My mom passed away on may 31st 2016. I called them to tell them and so they could pick up the oxygen, also to give them my phone number so we can set a pick up time. I even said I do not want to be charged for the time she did not have the oxygen. The bottom line is I ended up driving to there store and returning it because they claim to not have had my phone number when in fact they did I called and gave it to them and they charged me for June , I said really and I said bill me then , well they said we can not bill caused she passed . I could not leave till I was forced to pay. They are the only ones who were so cold to me through all this, it is a hard time for someone and they were so cold

This PT is disputing that they should not have been sent to collections as they were making payments to PHC. PT was sent to collections for DOS from 9/25/2014 to 11/29/2014.  The reason for this was the PT stopped making payments from 9/24/2014 then started making payments again on...

3/18/2015.  They went 6 months without making a payment which eventually had them sent to collections on 3/11/2015. Prior to them making a payments to PHC on 3/18/2015. They then started only making $10.00 payments on 3/18/2015, 4/14/2015 then a $20 payment on 5/28/2015, then another $10 payment on 6/22/2015. These payments in the amount of $60  were put on the account as a credit as the payments came in after the PT was sent to collections so we went ahead and applied those payments to the collection agency balances. PT now has a collection balance of  $111.13. The PT called in on 7/27/2015 and they stated they did make a payment in the amount of $181.58 to the collection agency.  We have confirmed the collection agency did receive this payment. We currently are waiting on a reply back to see if the agency can refund the PT $70.44 as they have now overpaid.I just heard back from our contact with Strategic.  She stated she would contact the agency to get the refund processes started and if they have any questions they will contact us.  So we should be set to go with this PT. Unfortunately the Payments the PT made were after they were sent to collections and are valid charges so we cannot remove the dings against her credit rating.  She can always contact the agency for a letter or resolution so she can submit that to hopefully help the home purchase. Let me know if you have any more questions.

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.

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.“A 3-way call was made with the patient to [redacted] regarding the repairs and the verbiage of that call was added to the Advanced Beneficiary Notice (ABN). The member was alerted the cost and her responsibility for the repairs if [redacted] denied. The member signed the ABN prior to delivery of her repaired PWC.”We reject the response given by Preferred Homecare for the following reasons:A 3-way call was made on 3/27/14 between myself, [redacted] from Preferred Homecare and [redacted] from [redacted] (employee # [redacted]) at which time she told us that according to the records she was able to access, my wheelchair was purchased by [redacted] on 9/9/2010. At no time was there any discussion of cost because Preferred was not in a position to determine the cost until they had a chance to work on it and see what was needed to be done to it (see attached copy of my receipt from Preferred Homecare).When it was finally time to set up a repair appointment, Preferred hadn’t heard in writing from [redacted] that they paid for the chair. [redacted] asked to sign an ABN so that they can begin working on the chair. It should be noted that I made my initial contact with Preferred for the repairs on August 27, 2013, and it wasn’t until 4/16/14 to get the repairs done. Again, I was NOT informed of the cost. We drove down there on April 16, 2014, and the technicians worked on my chair all day.
Regards,

Thank you for the opportunity to review the complaint of Ms. [redacted] We agree with her assertion that the supply items were returned. As such we have adjusted her account to reflect that the patient has a zero balance owed to Preferred Homecare. We apologize for the confusion and hope that any...

future interactions with Preferred go more smoothly.

[redacted]:

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]

[redacted] was billed monthly for her copay on the Concentrator in the amount of $42.78.  This started in February of 2014. She had [redacted] insurance at that time. The insurance company was paying their portion of the claim till dos 7/2/2014.  On 3/3/2015 [redacted] began to deny our...

claims stating that the items have exceeded their maximum benefits under the plan.  They basically were considering their O2 that began in 2011 to be a purchase as of Sept 2013.  Oxygen is a non purchasable item so we did appeals all denials.  On 4/15/2015 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 O2 equipment. At that time all open claims in the amount of $598.86 were billed directly to the patient as non-covered under their plan. 5/5/2015 – 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 payment. She 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 insurance. She was informed at that time that non payment regardless of insurance appeal would result in late notices and collections. We have no record of the patient calling us again until 9/3/2015 in regards to the collections balance.  I did check today and the pt has made arrangements to pay the agency.

The reimbursement supervisor from Preferred Homecare put me on hold during our telephone conversation yesterday. I waited and she never came back on the line. She also never called me back to resume our conversation. We were in the middle of reviewing the EOBs from our health insurance company concerning the amounts in dispute with Preferred Homecare when this happened. This is still unresolved. Also, we are still waiting for documentation that states we will own the BiPAP machine and not have to make any further payments to Preferred Homecare after they receive our Jan. rental payment of $33.39 which is now in the mail.

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]

The charge of $176.50 for the SVN and kit were applied to the patients deductible by [redacted] which is the insured’s  responsibility to pay. We were quoted benefits by [redacted] prior to the services being rendered of 80/20 which would equate to [redacted] paying 80% and the patient paying 20% of the charges after the annual deductible is satisfied. The deductible amount is determined by the insurance once the claim is submitted and processed. The deductible was not meet therefore the insurance did not pay the charges and applied the charges towards the patients deductible which is their responsibility to pay in accordance with the agreement they hold with their insurance. The patient would owe the entire charge of $176.50. [redacted] ·Area Reimbursement ManagerPreferred Homecare · LifeCare Solutions

In response to the complaint concerning Mr. [redacted]’s oxygen service received by Preferred Homecare (PHC) on 8/21/14, the PHC facility operations manager contacted Mr. [redacted] on 8/22/14 to discuss his issues. Mr. [redacted] explained that he had had equipment issues in the past but that this time PHC had...

provided him with a good reliable concentrator and that all he needed were some additional oxygen supplies and the exchange of two Homefill cylinders.

The items he requested were:

5 adult soft cannulas

3 sections of 21 foot O2 tubing

2 exchange Homefill cylinders

Mr. [redacted] was told that cylinders were not currently in stock but they would be delivered as soon as they arrived. He was also told that the other supplies would be delivered the next business day.

Mr. [redacted] seemed satisfied with the immediate telephone call to him and the attention to his needs.

 

Thank you for the opportunity to resolve Mr. [redacted]’s issues.

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 was not receiving invoices.  Even before the move you had stopped sending statements.  I had no handy dandy envelope with addresses and phone numbers.  Payments were sent to an address I had written down in a notebook, the checks had patient name and account number on them as well as a note with same.  They were sent in hand addressed envelopes.  While the checks were all cashed, I have no way of knowing whether or not payment was applied to the account because I was not getting statements. I changed addresses with this company the way I did with every other creditor.  You are the only ones who failed to acknowledge, or send a statement. 

Regards,

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,

This company has handled my daughter's equipment incredibly badly. I have had to call multiple times in order to find out the status of what they have done. I've had to tell them multiple times that the insurance is only waiting on a price quote from them in order to get the equipment approved. I've been told every day that I will receive a call back and I don't. It's terrible customer service. A price quote should not be that hard to prepare and submit. I understand that insurance companies drag their feet because they don't want to pay for things. But, Preferred Homecare a company that is going to make money if they simply submit a price quote to insurance. It's been three weeks since the person came to our house to discuss the equipment and they still have not submitted anything. We are actually going to order another piece of equipment and pay for it out of pocket. Needless to say, we will order from another company as I'm not going through this hassle with Preferred again. And, any equipment that we get in the future through insurance will be through another company. We are so disappointed.

This PT was provided o2 equipment Per their Doctors request .  We only provide equipment through a formal physician order.  I have included a copy of the order showing that this is a valid order that was processed by Preferred Homecare through their treating physician at that...

time.When the PT was provided their o2 equipment they were required to sign for it as well.  On this agreement the PT states they would pay for whatever costs that their insurance would not cover according to their policy. They were notified up front that they would have a cost.  I have included the work-order which was signed by the PT stating that they understood this information at their set up. I do show the PT called in and on 5/18/2015 and requested a pick-up of the o2 equipment going against the original physician orders as we never received a discharge from the patients doctor.   We attempted several times to pick up the equipment but the official pick up was completed on 6/5/2015.  We stop billing as of the date the PT requests the pick-up which is 5/18/2015.  The PT would be responsible for all DOS prior to this request for PU.  The final DOS the Patient would owe for would be for the 5/14/2015 DOS.   I have included a print screen of the note from the date they made the initial request for pick-up. Please let me know if you have any questions.

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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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