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Preferred Homecare

Hospital & Medical Equipment & Supplies, Oxygen Producing Equipment, Oxygen Therapy Equipment, Home Health Services, Oxygen, Wheel Chairs

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Preferred Homecare Reviews (359)

Satisfaction rating: 
User Reviewer1367529

Review: [redacted]###-###-#### [redacted]To Revdex.com of Southern Arizona5 I 51 E Broadway #100Tucson AZ 85711This complaint concerns the following business: Preferred Home Care lnc.[redacted]Tucson AZ 85745I am writing with this complaint to the Revdex.com because the Revdex.com's online complaint system is unreliable. I can 't get it to register anything I type in today.I want the Revdex.com to answer this. I want the Revdex.com to. pursue a complaint against the company named above . for dishonesty and deceptive business practices. The said company keeps sending me bills in an account no. [redacted] for $28.63 for "CPAP supplies." The return address they give for these bills is [redacted], Phoenix AZ 84038. I have been complaining back to this company since September, 2015, but evidently they think!am not '.Vorthy cf a respcnse. After a ll, they are a big fat corporation and I am just a consumer. They don 't bother to answer me. So I want the Revdex.com to investigate them.I phoned the company on A ugust 4, 201 5 to order CPAP supplies. Their respresent told me on the phone the purchase is fully covered by my insurance and I don't have to pay anything. Now I keep getting their bills, every month. I resent being lied to, and I want them to promise NOT EVER AGAIN TO LIE TO ME when I order supplies in the tu.ture, and I want them TO STOP SENDING ME THESE PHONY BILLS for the August purchase and agree that they have been compensated by my insurance (which I have contacted, and it said it did compensate this company). Desired Settlement: And I want them to agree in writing that at this time 1 don't owe them any money. ! DO NOT W ANT ANYONE TO PHONE ME. I want a response by mail or email ONLY.Of course, I understand the Revdex.com cannot force any company to do anything and so, I am prepared to file a suit in court in this matter I s not resolved by Nov. 1. Meanwhile, I will appreciate the Revdex.com's efforts.[redacted]

Business

Response:

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

Consumer

Response:

There is no response so far from the business.

Business

Response:

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.


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User Reviewer1367549

Review: 1/17/14 my son was sent crutches from LifeCare Solutions by his doctors office. When they filed the claim to the insurance company they incorrectly billed it. It was denied by the insurance. I received a bill in December 2014. I contacted LifeCare Solutions on 12/17/14 spoke with [redacted] and was told that my insurance had been billed and they paid nothing the amount of the crutches was put to my deductible. I then contacted [redacted] my insurance and was told I do not have a deductible. The reason it was denied they forgot to put the referral number on the claim. They need to to resend it to be adjusted. I contacted LifeCare Solutions and [redacted] told me with an attitude that it would be resent. But if it was denied or the insurance doesn't pay that I would be responsible for the charges plus late fees. Febuary 10,2015 I received another bill from LifeCare Solutions with the amount of $31.56 plus a late fee of $15.00. The comments in the invoice says "We still have not received payment for the balance shown." After receiving this invoice I started getting harrassing phone calls at home. I contacted [redacted] and was told LifeCare Solutions cashed the Group check 12/29/14 for $31.54. I did a conference call between LifeCare Solutions and [redacted] at that time [redacted] from LifeCare Solutions told me that I had no financial responsiblity for these charges. Previous Errors makes me think that it is not resolved completely. I feel they should be marked for their practices. Do not know how many people just paid the invoice and did not do their research to see if their claims were paid. By the way the invoices were sent in my 9 yr old sons name.Desired Settlement: For them to correct their mistakes and to never hear from them again. They should be marked for their practices and errors.

Business

Response:

The primary insurance paid the claim on 1/2/15 and left a remaining balance to pt of $31.56. On 2/20/15 pt’s mother called back after receiving bill for $31.56, and she was told by an LCS rep to disregard the bill, since this balance would now be billed to her 2nd ins. The balance on the account is zero. As for the name on the account, the child is the patient; therefore his name would be on the statements. LifeCare might have multiple patients in one household and each patient would have their own account whether it be a minor or an adult.

Consumer

Response:

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,


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Satisfaction rating: 
User Reviewer1367563

Review: Please see attached.Desired Settlement: Please see attached.

Business

Response:

May 28, 2014 Revdex.com[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

Consumer

Response:

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.

Please see attached.

Regards,

Business

Response:

The initial repair of Ms. [redacted]'s scooter was incomplete and as a result we picked up her scooter and completed a re-evaluation of the additional repairs needed. During the time of the re-evaluation we did talk to the member on 4/23, 4/29 and 5/15. The parts were ordered and the scooter was repaired at no cost to the member or her health plan. We attempted to contact the member on 6/12, 6/23 and 6/25 but we unable to make contact with the member. We contacted the member's health plan case manager for assistance. The case manager also called the member and reported phone issues. We then called the member and suggested a drive by where our driver would attempt to deliver the scooter by cold calling the member. The fully repaired scooter was successfully delivered to the member on 6/27. We hope that Ms. [redacted] is satisfied with the repairs and she can call Rhonda Davis at 480 882-0253 if she has any further problems.

Consumer

Response:

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.

Please see attached.

Regards,

Business

Response:

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


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User Reviewer1367517

Review: I was diagnosed as needing a CPAP machine for snoring. We wanted to find out costs ahead of time because money is a concern. We contacted Preferred Homecare because that was the company that would be providing the machine. We spoke with a customer service rep and asked all our questions regarding costs. We were given two different options in order to get the machine - we could pay a one time cost of 151.45 and own the machine or make monthly payments. We chose to make the one time fee and own it.

On July 9, 2013 at 1:00 p.m., a rep from Preferred Homecare came to our home to deliver the machine and explain how it works. Our payment of 151.45 was collected at that time, and this rep, a different rep than we talked to on the phone, assured us that we now owned the machine since we make a one time payment.

A couple of months later, we received a statement in the mail stating that we owed money on the machne. We contacted them and explained what we were told before agreeing to purchase the machine but this rep was rude and would not work with us or listen. We told them they could come and get their machine back with a full refund of our money but we were told they were not willing to do that. We asked to speak with a supervisor but did not receive a call back that day. A few days passed before we received a return call. The supervisor was nice and apologetic but informed us that both people who told us about the cost had made a mistake and we still owed payments. The information given to us at this point was totally different than what we were told by the first two reps. We were told that our initial payment was covering the costs for a period of time and that payments were owed from this point on. We explained that we contacted them for a price before purchasing and were told by more than one person what the cost would be. We also explained that we would not have purchased the machine if we had known this amount. We explained that the mistake was not on our part and that we should not be responsible for their error. This person agreed with us but she could not do anything about this error. We told this rep they could have their machine back but we would need the full amount refunded. She went and spoke with her boss and came back telling us that they would not give us a full refund - only partial. We were not in agreement and requested to speak to the manager/boss but were told he was not available. We were then told that she would see what she could do and get back with us. Quite a few weeks went by before hearing back from her. We were then explained that she went in and adjusted a few things but if we would agree to make payments of $10.44 from October-February, the machine would be ours for good. We agreed to this but when October came, we never received a statement. We contacted them again at this point, but was not given a reason for not receiving a statement. We were told they would call us back. We did not hear back from them. Now we are in November, did not get that returned call and just received a statement stating we owe 2.55 on December 9th. We have no clue what this is about because this amount was never discussed or agreed on. We called and asked to speak with the manager/boss again. We were told that he would not come to the phone but he would call us back. We have never heard back from them.

They made the mistake, want us to fix it, will not work with us on resolving this issue, and keep harrassing us.Desired Settlement: Their company made the error so we do not feel we are responsible. We have tried to resolve this multiple times but they are not cooperative and do not respond in a timely manner. We do not trust their word because we have been given misinformation and wrong/changed amounts more than once. We do not trust this company and the manner they conduct business, nor do we trust that this will be over if we make the payments until Februrary.

We are sticking with our original offer to them:

They made the mistake so they take the loss, we own it , and they leave us alone.

We would also accept a full refund of what we paid ($151.45) and they can come and get it but we want this case noted in the Revdex.com for future customers.

We will not be making any more payments to them and will not take a partial refund. We are already out the money for other items needed for upkeep of the machine and already purchased!

Business

Response:

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.


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User K. Y.

Talked to Mr. Robert F[redacted] after his long delay to call. He clearly told that he completely understood his mistake and apologized. Delivered the C-Pap equipment on Dec. 15th 2015 after around 1 month delay. He initially indicated on his call that the equipment had already been delivered on Dec 14th, 2015. He also asked if he was able to solve the problem in a satisfactory way. His answer was all times “NO”.

He omitted by his own free choice that delaying “Intentionally” the delivery of a C-Pap machine for a sleep apnea client can cause many frequent risks of DEATH without client’s own wish.

He clearly indicated, consciously, by his own free choice that he enables those 3 people still work under his company who caused the 1 month delay for no radical reason; Manager Andy S[redacted], Front desk Julie and Brenda B. who initiated and continued intentionally late delivery of the equipment despite all the prior warnings.

Mr. R[redacted] inability of managing his company legally and properly creates a big concern on us about the possibility of a death of another client of him since he intentionally and consciously chooses to let the risk continue. Therefore we feel and choose to be responsible to go public about him.

We believe everybody deserves the right to choose their language with what they can realize and see the reality. Mr. R[redacted] has already chosen his language which is a lawsuit for him, for which we are not going to loose any money because our lawyer accepts contingency fee as payment but we probably will collect a lot from him in which we believe he will realize the responsibility to manage his company legally and properly. Even then if he will choose not, we would only advice him to fire himself, and ask him clearly from here, if he can see that he has another option.


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User allan t.

Their billing department sent me to collections, and collections reported to the bureaus. I have made multiple calls and spoken to numerous representatives of Preferred Homecare. It all started because PHC were unwilling to co-operate and submit claims to my health insurance company. I was not even aware their were unsubmitted claims because PHC did not bill me for 8 months the outstanding balance. Once they did send me a bill for back payments, I called immediately, and was told the person I was working with was fired for incompetence, and never did anything with my account. I was assured they would submit the claims again, I followed up with a call and spoke to [redacted] she told me she was my new rep, and would follow up with me once she resolved the account. I never received a call back from her. I then has my wife follow up with her since her name is on the insurance. Again she was told by [redacted] she was the account rep, but the claim was denied by the insurance company due to the time it took to submit the claim. I finally was able to speak to a supervisor Sean who has been the only person who audited my account and was able to provide information. They admitted their error in not billing the amount owed. When again I spoke to a [redacted] she told me the collections agency TRi-State Adjustments Inc was notified by PHC of the billing error on the 5th of September, and she would write me an email explaining the error by PHC reported to the bureau. The email she sent to me never came with the content she admitted to on the phone.All of these calls have been recorded, and I have told the personnel of such.


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User Reviewer1367487

Review: My quadraplegic cerebral palsied son has waited 18 months for his new wheelchair. I have gotten the poorest customer service from this company . I have called and called no one returns my calls quickly or at all. When I do get calls returned all I get are excuses. Now after a months time, I have called every week I get no returned phone calls, at all. And my son is the one person suffering from this companies poor practices.Desired Settlement: I want my sons wheelchair delivered. I know this company has had his chair in their offices for 1 month. I have been handed excuse after excuse and now being ignored. I am FED UP.

Business

Response:

After review of patient order there were delays in the final fitting for the manual wheelchair. The wheelchair was received, however many items needed to be replaced by the vendor at no charge due to their errors. The reason for the delay in completing this delivery upon receipt was the order had not been moved into the proper state for follow up. [redacted] the seating specialist in [redacted], immediately rectified the issue once it was brought to his attention. The entire team has been instructed on proper follow through on receiving voicemails. The Manager of the Rehab Department in Arizona personally spoke with mom and she was thankful for Ken’s attention to detail at the final fitting 9/3 and then again on 9/4 to make additional adjustments.


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User Reviewer1367555

Review: I started having my oxygen supplied by Preferred Homecare. I use a O2 concentrator and a [redacted] for liquid O2. I started with PHC on May 8, 2014, at that time I received a concentrator and a [redacted] for liquid. For some reason they are billed to my insurance on two different dates of the month. On the 8th of the month they bill for the concentrator and they bill for the [redacted] on the 27th of the month. These are the only two charges that should appear on my monthly bill. Unfortunately, my bill includes a third charge for the 8th of the next month. If I do not pre-pay the extra charge then it appears as late on my next bill. I have contacted the Billing Department regarding this billing error and they offered no resolution. I also contacted the local manager in Santa Fe and she gave me an explanation but no resolution. At this point it amounts to tens of dollars but Jan 1st the amount turns into hundreds until I meet my deductible.I fear that eventually they will start to charge me late fees and this billing error will snowball into a much larger problem.[redacted]Desired Settlement: I would like for my billing to reflect the correct billing history, one concentrator and one [redacted] charge per month rather than errors that make it appear that I am consistently late on paying.

Business

Response:

Preferred Homecare (PHC) is following standard insurance billing procedure when it bills Mr. [redacted] at the beginning of his monthly service period rather than at the end. We have decided to combine his two bills into one billing per month so he no longer will receive two bills. We hope this is satisfactory to Mr. [redacted].

Consumer

Response:

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,


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User Reviewer1367473

Review: I am totally disabled and full time in an electric wheelchair, it runs on 2 batteries. I am on Medicare and completely qualify for 2 new batteries. I went thru the Medicare preferred distributor and was told by 5 supervisors that the batteries were covered at 80% and then my secondary insurance would pick up the rest. I would NOT pay anything for them. when the company was going to bring the batteries out, the billing supervisor told me they would have to charge me $378.00 because Medicare would'nt pay them. We got on the phone together with 3 different Medicare supervisors that told her I had full coverage, but she would not let me have them and bill them until I paid them. Keep in mind I can't walk and this was an emergency, and of course she knew that. so I had to pay for them, using my rent money. They were delivered on the wrong day, and they are defective and won't hold a charge. I was going out of state 2 days later, they told me they would bring new ones out but failed to do so. I had to rent another chair because the batteries would not charge. Now they haven't billed Medicare and I have no working wheelchair and they have my money, that they will be reimbursed by Medicare, I'm wondering if they will say they aren't covered and be paid by them and me?? Medicare is wondering whats going on too. Nobody at this place returns calls, nor do they do the replacements. I'm pretty much trapped in my house and they know that too. This should NOT happen to someone that is confined to a power wheelchair. Preferred Home Health Care is a horrible business! I'm talking right now to them and now they don't want to bring out new batteries to replace these. I believe they are of old stock and the tech also thinks this, but they still won't bring out new batteries. It's hard enough to be fully disabled but to deal with such an incompetent business is very disturbing. And I'm sure I'm not the only one this has happeded too. Shame on them.Desired Settlement: I want my money back, have them bill medicare as they told me they would, and replace my batteries with good, new working ones immediately.

Consumer

Response:

I don't know where the writer got her information, but it is false. They have never called me, until today. I've tried to work with them, they left me high and dry with non working batteries and I had to rent another wheelchair because I had to out of town and the batteries did not work. Their employee showed me that the first set did not work right and the 3rd party checked the 2nd set and said they were also faulty. They never addressed any other issue with my wheelchair, for repairs, as far as I know, they never contacted by dr. and I just saw her and she said nothing about being contacted. I went totally by the medicare guidelines and was told that they were covered. They took my batteries that were still working as good a the ones they gave me so I have no way to return these until 3rd party replaces them. They certainly can have these back if they can return mine or as soon as I get the new working ones. Working with them was a nightmare. I will be contacting medicare again to have them do a follow up. I am very concerned about the letter they sent you, as they certainly did not contact me as they stated. The 3rd party was recommended to me by Permobil and I will continue to do business with them

Business

Response:

This will simply be a he said she said scenario.

She had Medicare on the phone when she called and we informed her that Medicare would not pay and she was unhappy with our response.

We will be happy to take another set of batteries out to the patient. She is using the batteries that she states are bad.

ATTEMPTED TO CONTACT PATIENT – NO ANSWER AND UNABLE TO LEAVE A MESSAGE

Monday at 2:01

ATTEMPTED TO CONTACT PATIENT – NO ANSWER AND UNABLE TO LEAVE A MESSAGE

Tuesday at 12:30 and 3:45 from a Preferred Homecare phone and a cell phone


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User Reviewer1367475

Review: In April 2015 I received a statement in the amount of $496.67 due 4/29/15. The statement listed invoice #s with no indication of what these charges were for. I assumed this was for equipment I had been using that they had not billed for previously. This is the 1st correspondence I had received from them in 2015. As I could not afford to pay in full, I sent them $300.00 on 5/4/15. The following month I received a statement in the amount of $284.70 due 6/29/15 which included the 196.67 balance forward (which they noted was being reviewed for collection) and a new charge of 88.03 explained on the statement. I sent payment in full of $284.70 on 6/23/15 which my bank confirmed was cashed by 6/29/15, the due date. Preferred Homecare turned over the $196 67 to collection anyway. I also found out that they had previously turned over $176.06 for collection. I have no idea where those charges came from because as I said, I received no correspondence from them until April 2015 for past due charges. Again in late October I received another bill from Preferred Homecare in the amount of $67.42. I remitted payment by online bill pay the following day. Again, they turned this over for collection. Again, I show where they cashed the check as well.Desired Settlement: If they say I owe them or the collection agency money, I would like an itemized bill showing charges and payments from January 2015 to the current date. My records indicate everything has been paid in full either by my insurance company or myself, yet I have been turned into collection 3 times, once for a bill I still don't even know about. They acknowledge receiving both the $284.70 payment and the $67.42 payment yet these amounts (In addition to the unknown $176.06) remain on the collection account records. I would like all collection efforts removed from my credit reports as their billing errors do not constitute reporting me for unpaid bills.

Business

Response:

The patient benefits were verified at 100% and loaded in Feb of 2014, but when the patient’s insurance pays they paid us 70% and now when we run eligibility it shows the 30% co-ins. She has been with us for years so we can only say her plan changed at the end of 2014. The patient did make payments to us of $300.00 on 5/18/2015 but that was not enough to cover her balances and she did not call the billing office to make payment arrangement so the pt continued on the letter process. She was sent to collections in the amount of $372.73 on 6/29/2015. Pt did not call the billing department until 11/16/2015 to inquire on balances. At that time she was informed of collection balances and we let her know that any payment she made to us after the 6/26/2015 date went towards her current balance. She still owes the agency the $372.73 and is current with PHC, October balance $88.03. Patient has requested an itemized statement from us so I have created the dates in the agency and the itemized of where her payment went.


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User Nicky

Once again my order for supplies for my oxygen concentrator was not placed. I spoke with [redacted] in the [redacted] office on 2/18 to place the order for 2 lengths of 50 foot tubing, 2 humidifier bottles and 6 cannulas. As of 2/27 I did not receive the order, and when I called their office [redacted] says she cannot find my order so she placed it again. She did not offer to expedite the order and just said I would get it next week. When I pressed for a date she said maybe Wednesday.
The problem of lost orders has happened to me repeatedly with this business.


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User Reviewer1367513

Review: The company has ignored repeated letters in reference to billing issues. They always state that the account is past due by months

and have threaten legal action unless I pay. But going through the online payments that have been made over the last 18 months

no such problem exists and all payments have cleared the Bank. I have written them about this but have never received a reply. The

company does not send out itemized billing so there is no way to track what they have accredited and what they have not. If I cannot get

this issue resolved soon then my next step is the State [redacted] of which I have already talked to them on the phone

about this issue.Desired Settlement: To correct their billing on my account and zero it out because there is no payment due now or in the past.

Business

Response:

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


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User Reviewer1367477

Review: Since your paperwork indicates that on January 22 Dr. D[redacted] ordered this equipment I am

wondering if you just automatically send out equipment to people being discharged from

the hospital. My doctor, Dr. D[redacted], didn't even know I had the surgery until my routine

visit on April 17th.

Perhaps I should sue you for all those payments since my discharge

last year.Desired Settlement: Please do not make further attempts to collect for fees I DO NOT owe.

Business

Response:

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.

Consumer

Response:

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.


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User Reviewer1367531

Review: This company over bills for c-pap units. We kept being charged for the same unit long after it had been paid for. We were charged for items that were never received. After a move I sent notification of my new address, and a request for payoff amount. I never heard from them. I sent 4 or 5 more change of address notifications, hand written and wrapped around the checks, and still never received a bill with the payoff amount. As I knew I was close to paying off the bill, if I hadn't already, my last letter to them had not only my address change, and phone number change but a final request for my payoff. I stated in the letter that if I didn't hear from them with a bill I would consider it to be paid in full. Again I never got a reply. Just recently, applying for a small loan I found that I had been turned over to a collection agency in November 2014. I've never been contacted by this collection agency, and still have not been contacted by Preferred Homecare. Their billing practice is fraudulent and needs to be investigated.Desired Settlement: I will be disputing this collection. I would like to have their billing practices looked into as I believe there may be fraud involved.

Business

Response:

This PT has been billed according to their insurance companies policy for the rental of their CPAP machine. Per their policy it is a 13 month rental then it would convertto sale after all their claims have been paid. For many of their rental months they were responsible only for a co-insurance charge. The exception for the rental was for other DOS 1/12/2012, 2/12/2012, 3/12/2012 in which the PT was sent out an additional bill due to their Deductible not being met. So depending on how long it took for their insurance to process this would determine the time frame for them receiving the 2nd invoice indicating their Deductible charges. PT has paid these DOS. PT had mailed in notification to Preferred Homecare indicating an address update to our lockbox (payment address). Unfortunately this is only for payments and nocorrespondence is read from this address as this is only for payments. Our invoices state that the payment address is for payments only as well. We also provide the phone number for our billing office for any billing questions or updates on the invoice. I do not show the PT ever called into the billing office to provide an updated address. PT was sent to collections for unpaid Deductible charges for services provided on 1/28/2013 in the amount of $85.36. PT did call on 1/25/2015 requesting supplies and confirmed all the information we had was correct. PT never called in stating that she never received the supplies that she ordered. It is the PT’s responsibility to know their plan benefits. The PT’s insurance does send notification to the PT of any balances owed to any providers so the PT would have been made aware by [redacted] that they did have a balance that they would have owed Preferred Homecare as well. PT was correctly sent to collections for the balance owed. PT was provided services on 1/28/2013 and we did wait until 10/01/2014 to send them to collections to give the patient plenty of time to call and make a payment. PT can make payment arrangements with [redacted] COLLECTIONS at ###-###-####.

Consumer

Response:

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,

Business

Response:

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.


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User Reviewer1367539

Review: Entered into a agreement to rent to own a Nebulizer last year around July 2014, Was suppose to pay $2.37 a month after insurance. After the year I was suppose to own the machine. In November of 2014 I changed insurance and notified them. I continued to pay my $2.37, I called June 2015 to verify last payment in July and was told because I changed insurance, that started my contract over again and I had to continue to pay for another year. Also since I changed insurance I know have a balance due of $40 some dollars. Having not been notified of the billing change, I have tried to work this out with them, but continue to get transferred to different departments. Today 6/8/2015 I was offered to purchase the machine in full if I were to make a payment of $40 some dollars. I feel if there was a billing change they should have notified me. When asked if they should have notified me they said that is not their responsibility ( it is for me to take up with my insurance).They will not take any responsibility for this and have said they will send me to collections. How can a company not be responsible for sending me bills or billing changes?At this point I do not feel I should have to pay the $40 some dollars. If I would have been made aware of the change in November of 2014 I would have gladly returned the machine. I have also told them they could come pickup the machine or send a mailing label for its return and they will not. They demand the machine be delivered to them. Thank you for your assistance.[redacted]Desired Settlement: I would like them to accept return of the machine and dismiss the $40 some dollar charge or ideally allow me to keep the machine I have paid for and dismiss the $40 some dollar charge. I would have probably agreed to pay the charge if I was made aware of it at the time of the change. Since it was kept secret I feel this is a dishonest company and would warn others in the future.

Business

Response:

Mr. [redacted]'s account has been placed to a zero balance.

Consumer

Response:

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.I would like more details on this answer? I will send my last payment of $2.37 in July. Will this be all that is expected of me? Do I need to return the machine or is it mine to keep?

Regards,


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User Reviewer1367481

Review: Three years of experience as a patient suffering end stage Lupus/Scleroderma, dealing with arrogant and argumentative care and over riding doctors orders. Wrote a letter requesting better cooperation and response which was met with being dropped by Preferred without notice and a complete interruption in continuity of care. Action resulted in no approvals to meet my doctors and complete breakdown in providing necessary infusion supplies and equipment. Action caused further stress, anxiety and injury to quality of life.Desired Settlement: Formal review of unjustified action, censure and governmental fines for retaliatory interruption and denying adequate medical care of a terminally ill patient.


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User Reviewer1367505

Review: In January Preferred Home Care took over the durable medical account for [redacted] In January they brought out a oxygen machine and took all information needed to get me help paying for my copay of $50 a month. I was currently on medical leave act due to surgery on my neck and not working. In March I recieved a bill asking for my copay, I then called and was told to disregard my bill. Apirl same thing happend and again I was told to disregard my bill as it was still under review. May came and once again I was told same thing except told to resend all my info to a new address that they had moved. I again, went and made copies of everything and sent out again, the following month I recieved a bill. I called and was told once again, to disregard any bills that it was still under review. Every month this has gone on. Names and times can be provided. In september once again told to resend all info and even more this time including every single bill from phone to prescriptions. I have already sent paystubs, fmla papers, bank statements, utility bills, ect. I kept asking where my stuff was that if they had my paystubs they would have all the other information they had requested. I was told send it again. When I contacted my insurance company they tried to explain the issue and was told I needed to resend requested info again. I once again asked just where was my information I had sent? Paystubs with my ss# on it, Bank statements with my bank account on it, ect? Misplaced once but 3 times?

I again just received a bill, this time dating back to January for $290.21 . I am appauled my such a request after being told to disregard all bills and I do have witness to such. I am appauled that such a company can loose such important customer information with no concern. I am appauled that it has not been corrected after 10 months!Desired Settlement: For my information to be recovered and or located. Approved for assistance based on information provided and a investigation into there pratices.

Business

Response:

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.

Consumer

Response:

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


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User Reviewer1367493

Review: This is only the latest one against this greedy crooked Durable Medical-Oxygen Equipment Provider for Mercy Care HMO and is clearly and illegal attempt by Preferred Homecare to illegally bill me for medical oxygen tubing for my

24/7 Durable Medical Equipment/Oxygen Tubing and has been an on-going complaint as well! Iam a on 24/7 oxygen by use of an Invacare Oxygen Concentrator that is not working properly and also concerns the total failure of

Preferred Homecare which is a Mercy Care Health Oxygen Supply & Equipment Provider. Furthermore in the over 15 years of more and having had four other durable medical equipment and oxygen providers I have never been billed for tubing until these Preferred Homecare Rip Off Artists sent me a bill for $8.80 for oxygen tubing on July 9,2015. And we have contacted our Mercy Care Advantage HMO Plan about this ,matter as well.Desired Settlement: We desire immediate cancellation of this fraudlent bill and a full formal public apology by Preferred Homecare and

Mercy Care to immediately cancel their contract with Preferred Homecare!

Business

Response:

The account has been corrected and is at a zero balance.


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User Disappointed Customer

I wish there were an option to give them zero stars. My mom had knee surgery and needed a simple walker to get around the house. Her doctor placed the order with these people. I called them on day one and kindly requested that they please expedite processing the order. Five days later, we have no walker. Everytime we call, they give us a later delivery date. First it’s Wednesday. Then it’s Friday. Then it’s Monday. They claim that they deliver, except every time we call, they say "we haven't verified it with your insurance but you can come and pick it up." Umm excuse me? You were too lazy to call the insurance, so you want people to just come in and pay full price while excusing you from having to deliver? And what about all the patrons that live alone and have no family? Can they just go and pick up the equipment?! It took us two minutes to call our insurance and verify that it is indeed covered, and the insurance also verified that NO ONE had called from the home care to inquire about coverage. These people are lazy and they lie on top of that. They don’t deserve to have my business ever again.


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User Sandy

Very unprofessional they do nothing but try and pass blame on .I had my power scooter approval sent to them on 8/1/2014 with authorization# from insurance company. Tired to contact they told me they did not have any paper work ,socalled dr.got the conformation called back with # with voiice. Message for [redacted] and 5 days later still no call back.was told by [redacted],they would call so far nothing as of 8/19/2014 .VVERY BAD CUSTOMER SERVICE WOULDN'T RECOMMEND TO WORST ENEMY


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Category: Hospital & Medical Equipment & Supplies, Oxygen Producing Equipment, Oxygen Therapy Equipment, Home Health Services, Oxygen, Wheel Chairs

Address: PO Box 740751, Los Angeles, CA, 90074-0751

Website: http://preferredhomecare.com/

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