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Preferred Homecare Reviews (413)

I have reviewed the response made by the business in reference to complaint ID 10733226, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Creating a separate account for each monthly payment made this confusing and I was unable to get current. Obviously, you were paid for this CPAP device, as I am now paid in full. Attempting to pay this account was impossible when all accounts were not linked, and there was no way to determine what was actually due, where it was, and who needed to be paidHow is it legal to list a single purchase as multiple accounts?If a person fails to make payments on their car - each payment is not a separate account. This is a single item purchase, at the most it should be a single item on my credit- not two or more.  I refuse to accept multiple accounts appearing on my credit rating when I only purchased ONE item from Preferred Homecare.This is an unfair business practice, especially in light of the thousands of dollars my health plan paid on this device.rds,

Preferred Homecare has met all of the oxygen needs of Mr. [redacted] despite the fact that he refuses to acknowledge that fact. On 8/26/14 we delivered a new carry bag and new cylinders to him per his request. I have faxed you separately the delivery ticket completed by our driver. We ask members to sign acknowledging the receipt but Mr. [redacted] refused.On 8/29/14 we delivered 4 HEPPA filters to him. These filters should only be changed every six months so the four filters should last him for two years. Mr. [redacted] refuses to abide by instructions and changes filters every two weeks. We will not continue to supply him additional filters. I have also faxed the delivery ticket for the filters to you. Again he refused to sign acknowledging receipt.Mr. [redacted]’s oxygen therapy has never been compromised and we will continue to service his needs. We will not subject our staff to his verbal abuses. If he needs further assistance or has questions he can call our staff but he needs to act professionally.In our opinion this issue is resolved.

Lakewood, CO I would llike to begin by apologizing for thee frustrationn that Mr. [redacted] has ###-###-#### experiennced and assure him that it is neveer the intenttion of Preferred Homecare (PHC) too provide less than satisfactory servvice to our ppatients and their families. Coeur d’Alene, ID...

 ###-###-#### Unfortunnately, sometimes errors do occurr.  Mr. [redacted] is absolutely right, a mistake was made and PHC should take reesponsibilityy for it and make it right.  Albuquerque, NM That is eexactly what I would like to do.  ###-###-####  Las Vegas, NV I have mmade all the necessary arrangemennts so that thhe equipment has now ###-###-#### converteed to purchase and Mr. [redacted] wwill no longer be billed.  However, the resolutioon he requested was to return the equipmentt for a refund of $151.45. If Oklahoma City, OK ###-###-#### he wouldd prefer to make the return ratherr than keep the equipment, I will honor thhat as well, he just needs to call in to schedulee the delivery or call me Dallas, TX directly. ###-###-####  Salt Lake City, UT I hope thhat I have fully addressed Mr. [redacted] conceerns and that this matter ###-###-#### with thee Revdex.com can be cloosed.  If for any reason this issue is not Spokane, WA fully resoolved, please contact me directly aand I will doo my best to ensure an ###-###-#### appropriate resolution.

Response is attached.

Letter attached.

We used Preferred Homecare for several years to get my husband's BiPAP supplies. They were great, no problems whatsoever over a long period of time. When my husband had to choose anew pulmonologist, he recommended Apria. We've had nothing but problems ever since! Problems with billing, supplies, placing orders, and their record keeping is awful! We want Preferred Homehealth back! We will change providers when our current contract with Apria expires.

This patients father feels that he was not provided enough information about what his financial responsibility would be.  He was provided paperwork regarding his Financial Responsibility and Return Policy upon set up.  He signed this paperwork letting him know that we would bill his...

insurance and whatever they do no not cover would become his responsibility.  It is the patients (in this case the guarantor/father) responsibility to know their insurance benefits and take the time to read the paperwork that they are signing.   He spoke with Supervisor [redacted] who also spoke with Mangers [redacted] and [redacted] which approved of the charges being billed to the PT.  This patient was charged an initial co-insurance charge of $28.54 and 80% was billed to their insurance.  When UHC did not cover the 80% due the Deductible not being met that balance was transferred to the patient responsibility which brought the total to $142.68.  He was upset that this took time to process.  This balance is only transferred over after UHC processes claims and we cannot control how fast claims are processed by the Patients Insurance company.

Proof of Delivery via [redacted].Dear Customer,This notice serves as proof of delivery for the shipment listed below.Tracking Number: [redacted]Service: [redacted] GroundWeight: .90 lbShipped/Billed On: 12/26/2014Delivered On: 12/29/2014 7:45 P.M. Delivered To: [redacted] Left At: Side DoorThank you for giving us this opportunity to serve you. Sincerely, [redacted] Tracking results provided by [redacted]:

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.

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.

[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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I would like to apologize 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. Unfortunately, sometimes errors or delays do occur.

We...

processed Ms. [redacted] refund on 5/7/2014. I have attached copies of the transaction receipts. It’s likely that her credit card company takes a few days to process and show the transaction.

I hope that I have addressed Ms. [redacted]’s concerns and that this matter with the Revdex.com 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,

The attached letter will be mailed to Mr. & Mrs. Terry today, January 12, 2016.

There is no response so far from the business.

As previously noted.  The payment address is only for payments.  I have included examples of our invoices where it states that payments should be mailed to our payment address: 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. This would include any questions as to why they were not receiving any invoices if they were concerned about them.  If also included a portion of the invoice that includes this on it. We made several attempts to mail out invoices to the PT as previously stated but since the PT failed to call PHC to provide updated information the account was sent to collections for non-payment.  PT has paid off collections balance with collection agency on 9/25/2015.  PT now has a zero balance with Preferred Homecare and with the collection agency.

The Manager from the department that handles Ms. [redacted] insurance spoke to the patient. The branch in [redacted] is going to give her a call and let her know she can come and pick up her cpap as she had returned it thinking it wasn’t covered. Preferred Homecare will  keep an eye on...

her account and the patient is very happy.

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,

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. If they do not then this matter is not closed and if in the future I expect to be notified in a timely matter of any and all update or situations that pertain to my wife's needs.

Regards,

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 responded to this person, and she stated to me, THERE WAS NO WAY TO HELP ME, IT WAS NOT IN HER DEPARTMENT. So here I sit with no action being done nor does anyone know anything, I have in my hand my Verizon bill showing 12 calls to them and no action, they have NOT told you the truth nor to me PLEASE LET OTHERS WHAT KIND OF BUSINESS THIS IS

Regards,

TERRIBLE SERVICE. As a Home Health Care Provider, We need to make sure our patients are taken care of. Most of the supplies ordered never gets to the patient's home in time and we have to search for supplies, elsewhere in a hurry and pay for through our company so that we can make sure the patient has what he/she needs because preferred is so incompetent. The ladies in the Pharmacy are so rude, condescending, and disrespectful. Treating anyone who answers their calls to our office like they are above us.

Please consider going with an alternate DME company before choosing Preferred HomeCare.

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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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