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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 (408)

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User Reviewer2123708

I would like to apologize for the frustration that Mr. [redacted] has endured and assure him that it is never the intention of Preferred Homecare to provide less than satisfactory service to our patients and their families.

I’m sorry to hear that Mr. [redacted] had difficulty getting through to...

someone, unfortunately we do not have any record of the 20 calls that he references. Our system shows that we spoke to Mr. [redacted] on 5/2/2014. We started his order and offered him a loaner wheelchair while in process. We are waiting on authorization from Medicare and then we can place the order for the parts. This can sometimes take a few weeks, which is why we offer the loaner in the meantime. However, Mr. [redacted] declined the loaner chair. If he has changed his mind and would like to accept a loaner wheelchair, or would like to check the status of his order at any time, he can call us at ([redacted]) [redacted].

I hope that I have addressed Mr. [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,

Risk Manager

Preferred Homecare, LifeCare Solutions, & Comprehensive Sleep Solutions

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User Reviewer2123724

I would like to apologize for the frustration that Mr. [redacted] and his caretaker, Ms. [redacted], have endured. However, this matter has been reviewed and Preferred Homecare remains firm that a balance, for the cost of lost equipment and rendered services, is still owed.

On August 23, 2013, we...

received notice that the hospital had issued one of our tanks to Mr. [redacted]. Ms. [redacted] claims that the tank was defective; however, no one contacted Preferred Homecare (PHC) to allow us the opportunity to fix the situation and Ms. [redacted] makes no mention of even contacting the hospital that issued it. How is anyone able to rectify the situation, if she does not let us know that there was a problem? And at this point, we don’t have any proof that there was any thing wrong with that tank. What we do know is that our equipment was admittedly left at another facility and no follow up was ever completed by Ms. [redacted] or Mr. [redacted]’s family until March 7, 2014. The signed work order (attached) explains on the back that the patient is responsible for the issued equipment. Ms. [redacted] made several phone calls to PHC in March, admitting to the lost equipment and on March 12th, requested a quote on how much it would be to purchase the equipment. She was told that the cost owed for the lost equipment is $110.00.

However, in regards to the monthly billing of $20 I do see that PHC had a billing issue that resulted in the bills being delayed several months and all being sent to Mr. [redacted] at once. For this, we apologize. Although it was the responsibility of the patient to return the equipment and stop services, we will in good faith, waive 6 of the 8 months due. We will still charge for the 2 months that Mr. [redacted] was in the skilled nursing facility and for the cost of the lost equipment. The total due has been adjusted from $270 to $150.

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

Respectfully Submitted,

 

Risk Manager

Preferred Homecare, LifeCare Solutions,

& Comprehensive Sleep Solutions

Direct Fax ###-###-####

[redacted]@PreferredHomecare.com

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User Reviewer2123730

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 appreciate Ms. [redacted]'s response to my complaint. The information she gave Revdex.com is the information have requested twice in the last six weeks, and still have not received. It amazes me how [redacted] can send a bill every month, but cannot send an itemized statement of charges for the year that I have requested twice. Perhaps if Ms. [redacted]'s billing department could have answered my questions instead of "I don't know why you received a bill" or "I can't answer that" responses I would not have had to file this complaint. I don't know if Ms. [redacted]'s billing department needs more training or what. All I know is I have received more information from this response and from the collection agency than any direct communication I have had with [redacted] in the last few months. I wonder if the company has had a change in administration. When I first started working with [redacted], they were very helpful and answered my questions thoroughly. It is unfortunate I had to file this complaint to get the information I needed. Ms. [redacted] made the statement that I was made fully aware of my responsibilities and that is only partly true. Yes I knew I did not meet the qualifications for financial assistance, but I did not receive a bill for year after receiving that letter. So once I started receiving bills again I was confused as to why and, as stated earlier, the billing department said they did not know why I was receiving a bill and could not answer my questions. Had I been told my forgiveness of debt had run out I would have paid, or tried to pay, the monthly statements. Another thing that was confusing is in 2012 the statements were cumulative, stating my previous total balance, payment received, and outstanding balance. Since, I was not always able to pay each statement in full in 2013, it would have been helpful if my monthly statement showed the total amount I owed, rather than just the amount for that month. I hope that [redacted] will consider this complaint as valuable feedback and correct the lack of communication that has occurred here. I have excellent credit because I always pay my bills and have paid every loan I have ever had off early. If turning [redacted] has the common practice of turning customers over to collections without first trying to work with them then I must look for other alternatives for my health care. I cannot risk this lack of communication ruining the excellent credit rating I have worked hard to maintain. Please forward this message to Ms. [redacted] and again I hope she will take this situation in to consideration and re-evaluate how her billing department handles questions and concerns. 

Regards,

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User Reviewer2123512

At approximately 6pm Monday, 12/14 a 4 way call was conducted with Mr. F[redacted] (CEO), Dave Ba[redacted] (Region VP of Operations), Doug F[redacted] RT (Area Operations Manager - N.Arizona) and Mr. Y[redacted]. During this...

conversation Mr. Yi[redacted] expressed his concern's to Mr. F[redacted], and  arrangements were agreed upon to deliver the equipment Tuesday, 12/15  between 1-3pm. Doug Fr[redacted] RT accompanied Gregg G[redacted] RT to Mr. Yi[redacted] home and the equipment was delivered and set-up to the patients satisfaction.

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User Reviewer2123516

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The crutches were out of the package since we needed to try them on, there is no way to put them back in the original package. They took the crutches back, so I have no crutches that I paid for and no money back, go figure how can you accept something like that?
They are not offering me anything back, if they don't want to refund me the money, will they at least give the the crutches back, since I paid for them anyway? Maybe I can donate them to somebody that needs them. What are they offering? Money back or crutches? They probably prefer neither, but you tell me if that is fair? 

Regards,

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User D. P.

After waiting a month we finally received a phone call from Preferred to let us know that they would be delivering a walker for my 94 year old mother, the middle of the following week. Delivery never happened so, I called yesterday (Monday) to find out the status and was told it was accidentally left as pending rather than set up for delivery as it should have been. In the mean time my mother fell in the living room that day and broke her femur. She was using a cane to get around the house. They'll be operating today, most likely to replace the entire knee. I can't help but think none of this would have ever happened had the walker been delivered as promised.

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User Reviewer1367483

Review: We had to work with preferred home care due to our insurance plan.

Brenda B. asked by fax a previous sleep study.

It is faxed immediately with fax sent output report. She claimed days after without any prior courtasy call that she didn’t receive the fax. Asked an email address to facilitate the process, she rudely refused it. When we cleared fax is legally sent to her by the proof of the our fax machine output report, she replied she would check it again and would call us back next day. Within ten days no calls received and we though she has found our fax and already proceeding in our order.

Called them after 12 days and we wanted to speak the owner of the company about their illegal medical mal practice, Jullie refused rudely to supply his contact info and told us, first manager Andy S[redacted] should call us to solve the problem. No calls received so far from her. Instead Branda B. who neglated our order for a long time left a message telling we need to call her.

The next day Brenda B. called our doctor and told them without receiving a sleep study she can not proceed with the order.

There is a saying “fish smells starting by head”. Since the owner of this company doesn’t care to manage his employees, he lets those amateur people works irrisponsively without any respect and concern to people’s health, now he has 2 choices: To live with a lawsuit for medical mal practice since sleep apnea is very important decease which can cause death if C-pap machine not used and the owner still dares to put his pride over the health of his clients.Desired Settlement: Mr. Robert F[redacted] calls us personally immediately, apologize, let our sleep study fax be found and deliver our c-pap equipment as urgently as possible let those irresponsible employees mentioned above go and make sure this malpractice won’t happen again for anybody they create and see as victims.

Business

Response:

At approximately 6pm Monday, 12/14 a 4 way call was conducted with Mr. F[redacted] (CEO), Dave Ba[redacted] (Region VP of Operations), Doug F[redacted] RT (Area Operations Manager - N.Arizona) and Mr. Y[redacted]. During this conversation Mr. Yi[redacted] expressed his concern's to Mr. F[redacted], and arrangements were agreed upon to deliver the equipment Tuesday, 12/15 between 1-3pm. Doug Fr[redacted] RT accompanied Gregg G[redacted] RT to Mr. Yi[redacted] home and the equipment was delivered and set-up to the patients satisfaction.

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User Reviewer1367543

Review: My daughter has received portable nebulizer (breathing equipment) on Jan 6th, 2015. The person who delivered and handed the equipment to me, he handed the bill to me as well, which clearly stated/states: Patient responsibility Balance due: 28.54 USD. Delivery person confirmed it's my portion as well as if something wrong with the equipment I can call them to exchange.Since it was very clearly stated that Balance Due (under Patient Portion!!!) is 28.54 USD, my assumption was that company has already contacted insurance and ran by them coverage, my portion and etc. Preferred HomeCare bill did NOT state it was estimated portion. That's why I didn't even contact insurance. Then HomeCare mailed me a bill (according to them on Feb 17th) which I received end of Feb/beginning of March, which stated my responsibility is now 142.68 USD!!!Two things I'm arguing:1. Their bill with equipment did NOT state it was pre-estimate, as well as delivery person confirmed it was my portion. In normal/generally used practice companies go to insurance with pre-approval process to see what is covered and what would be the patient portion, so I can make knowledgeable decision. It wasn't the case here.2. They mailed me bill more than 30 days later with bigger (114.14 USD more than original one handed with equipment) amount, so I could NOT use 30 days return policy!!!I'm not sure if it simple procedural failure on their side or something else. But I think Preferred Homecare need to credit me back 114.14 USD and improve their procedure (exchange period + make wording on the bill clear that it's estimated price).Desired Settlement: I'm not sure if it simple procedural failure on their side or something else. But I think Preferred Homecare need to credit me back 114.14 USD and improve their procedure (exchange period + make bill wording clear that it's estimated price).

Business

Response:

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.

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.1. Business did NOT state on their bill that it was NOT pre-approved/pre-authorized by insurance and their bill was ONLY estimated amount. If ithey would go via pre-authoraization process like the others do I would have known my estimated portion. 2. Business return policy (which is 30 days) was well shorter normal processing time or they didn't send it to insurance in promptly manner, so I was out of option to return the product, they basically made me buy it by mailing me final bill > 30 days after delivering product with original bill. So when I called them they just told me "you own it now".Regards,[redacted]

Business

Response:

Response is attached.

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User Tina S.

Preferred Homecare is by far the WORST oxygen company to have to deal with. Their employees can not take a simple order and get it right! The companies employees complain when they get to your home about the hours they have to work to deliver the product to your home. Freaking OXYGEN! A simple request:a wheel chair with the E-Tank oxygen holder on the back is what I ordered for my handicapped mother so I don't have to push a wheel chair with one hand and pull an e tank with the other hand, what do I get a regular wheel chair. Wow hard request! For the last year they have not got ONE thing correct! How do they stay in business?

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User Stephanie S.

I would highly recommend looking elsewhere for another company if you are dealing with a child and healthcare needs. Currently, we are STUCK with this company and I have to fight with them every week to get the necessary supplies for my daughter's medical needs. The communication of this company is horrible and they lie to the consumer. Keep careful notes and names of every one you speak to because going between departments and representatives is difficult when you are told different expectations. I am fighting to get a new company for my daughter and if you have a choice, do NOT use this company!

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User patient / customer

be careful to keep all receipts and payment records, as preferred's billing is very unreliable and bureaucratic, and 'layered', such that resolution over the phone has, for me, been a repeated hassle. call center supervisors are always 'not available' or 'in a meeting' .......... while the double-billing for my co-pay was not a huge amount, the customer service responses I received varied widely, from correction, to 'no, the correction was wrong', to we have to check again.......this has now stretched over four months and several phone calls, plus other phone calls where I gave up 'holding'............... at leasst the local people, face to face, are helpful and not rude

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User Reviewer1367503

Review: In May of 2014 I obtained a CPAP machine through United Healthcare and Preferred Homecare was the supplier. The original referral from United Healthcare was good until Nov. 8, 2014. During Oct. I called twice to make sure Preferred Homecare would contact UHC for the 2nd referral which they promised me they would take care of obtaining. They never even tried and I have called them 13 times and have been promised a return phone call numerous times and now 4 1/2 mos. later I still have not received the promised call. I have called their billing office in **. and they promised a return call which also never happened. They have completely ignored my efforts to obtain help. I would say they have consistently been untruthful with me. I received a letter from UHC saying they wouldn't pay for anything after 11/8/14 and that I am not responsible for any payments after that. I told Preferred Homecare to come get the machine and that I wanted the payments I made to be returned ($14.77 X 4). I would say that this company should be avoided at all cost because of their blatant lack of service and their failure to be truthful. I am a senior and haven't the income to keep paying them because they failed to get me the referral they promised and which is required.Desired Settlement: Since Preferred Homecare failed to get the necessary 2nd referral as promised I believe they should mark the contract paid in full and return the machine to me. I have done my best, I am not an angry unkind person and have been very tolerant but enough is enough and they need to admit their lack of professionalism. I'm in a bind now because UHC won't issue the second referral because it has been interrupted for 5 months.

Business

Response:

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.

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User Reviewer1367551

Review: I was sent to this company to obtain supplies for my CPAP machine. I called them in early March and was told they needed information from the Dr. All was done and it is now Oct and still no supplies. The company does not return phone calls or follow up. I have dealt with both [redacted] and her supervisor Lenore. Each time I call I am told they will check things out and get back to me. It has not happened once. I continue to have to call and still get no help. I even called their main corporate office to complaint and was put on hold and transferred back to the Houston office I was complaining about.Desired Settlement: I would like to receive the supplies I have been trying to get with no more problems and in a timely fashion. I went to their facility last time to be denied the equiptment so I would lke it delivered to my home.

Business

Response:

From: [redacted] [mailto:[redacted]@preferredhomecare.com]

Sent: Thursday, November 06, 2014 12:58 PM

To: drteam

Cc: [redacted]

Subject: Revdex.com Complaint ID [redacted]

Now to Mr. [redacted]:

Mr. [redacted] has Medicare as his primary insurance and as such we need to have the appropriate medical documentation from the physician’s office in order to qualify him for the device. We had turnover in the Houston staff handling the order and as a result the order was delayed. After several contacts with the physician’s office we were able to get the appropriate documentation. Mr. [redacted] was provided his Cpap supplies on 1017/14. We apologize for the delay in processing the order.

[redacted] •Credentialing Specialist

Preferred Homecare • LifeCare Solutions

[redacted] E Hilton Ave. • Phoenix, AZ 85034 • D ###-###-#### • F ###-###-####

[redacted]@preferredhomecare.com | www.preferredhomecare.com

CONFIDENTIAL NOTICE: This e-mail, including attachments, may contain confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed. If the reader of this e-mail is not the intended recipient or his/her authorized agent, the reader is hereby notified that any disclosure, distribution, copying, or taking of any action in reliance on the contents of this information of this e-mail is strictly prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

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User Reviewer1367553

Review: I was prescribed a nebulizer for my asthma. My doctor sent the info to this company. I was repeatedly told by this company that I would only have to pay a copay. That they contacted the insurance at it was a total of $18.19 for the nebulizer. Last night I received a bill for $163.69. Turns out they did not check with the insurance. This is an unethical lying practice to the costumer. They know I am stuck with a nebulizer that is worth about $200. It better know how to cook as well. I would have denied it and bought my own at CVS for a LOT less if the company had been truthful to me and had used business practices that meet the standards of the Revdex.com. I contacted my doctor and made sure he knew about this company's practices so no more patients get robbed by this company. Turns out I am not the first patient this has happened to, but probably the last one, my doctor said. It is incredible that they have done this to multiple people. This company is not deserving of any good rating here at the Revdex.com. Furthermore I have a signed bill and statement that says that all I owe is $18.19Desired Settlement: I want the bill to go away for lying to me, and I want this company to stop lying to other costumers.

Business

Response:

The patient was quoted his co-pay of 20% however when we submitted the claim to ** of ** they applied the entire charge to his deductible which has not been meet for this year.

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.

The business admits to "checking" with my insurance and quoting me my copay. I called my insurance and they have no record of receiving a call from the business. If they had actually called the insurance was VERY clear to me that they do not cover this machine as part of my copay. This supports my claim that the business has a history of lying to clients. Furthermore my receipt (attached) does say that I only have to pay copay. The lying practices of this business are not, and do not meet the standards set forth by the Revdex.com.

Regards,

Business

Response:

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

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User Reviewer1367583

Review: MY INSURACE PURCACED THIS CANE FOR HUSBAND TROUGH [redacted]. I HADTO PAY THE CO/PAY 7.45. WHEN I GOT IT IT WAS BROKEN. I CALLED PREF HOME CARE,THEYFIRST TOLD ME TO FIX ITMYSELF. THEN CALLED BACK AND THEY TOLD THEY WOULD REPLACE IT. THEY DID WITH ONE THAT WAS WORST. THEY YELLED AT ME ON THE PHONE. AND TOLD ME MY DOCTOR HAD TO DO THAT. DR. ADERSON CALLED AND FIXEDIT HE GOT THEM TO GET ME A NEW ONE . I CALLED THEM BACK TO PICK UP THE OTHER ONE. THEY TOLD ME TO BAD IT WASMINE. TO SELLIT ON [redacted].Desired Settlement: 7.45 AND TO TAKE THIS ONE BACK

Business

Response:

December 18, 2013

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

RE: Complaint ID# [redacted]

I would like to begin by apologizing for the frustration that Ms. [redacted] and her husband have experienced, and assure them that it is never the intention of Preferred Homecare to provide less than satisfactory service to our patients and their families.

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User Reviewer1367523

Review: In June 2015, my nurse ordered medical ([redacted]) Supplies. It was then already a problem because Preferred Homecare lost several faxes of the doctors prescription. By the time the second shipment arrived my size (my stoma) had changed and I needed a smaller size of the supplies. I called the customer service for a return of the shipment. They provided a return number and arranged the pickup.

I then had the doctor sent them a new prescription for the smaller size parts. The next month they sent me a shipment with the smaller size parts and a few days later came a second shipment with the initial size parts. Again, they provided me with a return number and arranged the pickup. However, the shipment has never been fully credited. (my costs were co-payments only. The large amount was paid by the Insurance.) On the Sept. 2015 shipment, they charged me $38.88 co-payment, despite, I already paid my annual max. out of pocket. The insurance told me to sort this out with the provider directly.

I called their billing dept. (ph. [redacted]) several times over a ~ 3 month period and was never able to resolve the issue. On January 15, 2016, I sent them a certified letter with the details, but never got a reply. I am just getting new invoices every month for a balance of $92.16 with the warning, if I don't pay, they would refer it to a collection agency.

On their WEB site, on of the invoices has been marked "In Processing" for over 4 months. When paying the invoices, I have a choice which invoice I wanted to pay, but according to the Billing Department, the funds are being applied to the oldest invoice, regardless of what I click on.Desired Settlement: Billing adjustment

Business

Response:

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

Consumer

Response:

The status on their WEB Portal now says my balance is zero.Someone from Preferred Homecare did call before this response and told me I would receive a letter telling that the balance would be zero. However, I am still waiting for this letter. I am a little hesitant to rely on the WEB Portal as I have been told several times by their accounting folks, the the WEB Portal isn't accurate.Thomas

Business

Response:

Claudia, I spoke to Mr. Spuhler yesterday evening, 04.06.2016. Mr. Spuhler did confirm receipt of Preferred’s letter indicating a zero balance due. Mr. Spuhler expressed satisfaction with this resolution. Please let me know if there are additional steps I need to take to close Mr. Spuhler’s concern. I appreciate your time.

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User Reviewer1367557

Review: Long wait to talk to anyone. When I finally spoke to [redacted] at LIfecare I asked her how much my copay was for the TENS unit and electrodes rental, she said that this is a free trial and I wouldn't have to pay anything. I did get a bill even though it was my understanding it was a trial period. I paid the balance after insurance made their payment as it said I had to pay a copay. I called LIfecare and told [redacted] that I wanted the unit picked up right away so as not to incur anymore charges,she said there would be no more. We scheduled a pickup for the next day so I put it on front porch with a large note for Lifecare. Unit was never picked up so I made another call to [redacted], she said the driver didn't see it. We scheduled it again for the next day and it was finally picked up.Lifecare billed my insurance again for another yet another rental and I got sent a bill for $13.65. I called again and spoke to [redacted] this time and she said she would take care of it. I received another bill so I called again to [redacted] and she said there is no record of any past conversations or calls at all. She stated since there is no record of anything that I must pay the balance. I was so upset for her to think I made up the whole story. My bill is going unpaid and I have incurred a late fee already of $15.00, I would never have any dealings again with this company, I am also sending a complaint to my healthcare insurance as they gave authorization for me to use this company.Desired Settlement: I would like my charge of $13.65 with the $15.00 late fee taken off.

Business

Response:

Life Care Solutions (LCS) agrees that the member was promised a one month trial for the TENS unit and she asked it to be picked up. As a result she should not have incurred any costs. We will credit her account for the $13.65 and the $15 late fee. That will reduce her balance to $0. Thanks for the opportunity to satisfy the member.

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 K. G.

I have called Preferred Homecare 10+ times in an attempt to return my child's oxygen equipment. I have been told 4 times that a pickup is scheduled but no one has shown up and no one has called to reschedule. I am extremely frustrated because they are abusing their business model by failing to pick up equipment because they can keep charging us. I will not use this company again and would discourage anyone else from using it as well.

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User Reviewer1367521

Review: I have received three pieces of equipment from [redacted] - oxygen delivery, a wheelchair, and a hospital bed. The company never sent me a bill for any of these items, even though I was responsible for partial payment. I called them repeatedly, asking when they would send a bill. They repeatedly said they would send a bill in the following month. I also called them repeatedly for over a year asking them to pick up the oxygen tanks I was no longer using. I no longer needed oxygen 24 hours a day and they were no longer bringing tanks to my house. Then in the summer of 2014 I needed a replacement battery. They told me they would not furnish it because my account had been turned over to collections. I did finally get them to bring out the batteries and replace my casters. I filed an appeal with my insurance company at the time and they reached some agreement with the company reducing the amount I had to pay because of the billing. I do not know what the terms of that agreement are, and that insurance stopped servicing southeastern Arizona at the end of 2014. I I am totally dependent on my wheelchair as I can no longer walk. I now need a new chair because my physical condition has deteriorated and my needs have changed. I have to use Preferred Homecare because it is the only company my insurance works with. I currently am on both Medicare and Medicaid and will not have a share of cost for a new wheelchair. The company will not furnish a new chair unless the bill is resolved and Preferred Homecare says I owe over $800. They will not tell me what those charges are for. I just received a bill from the collections agency saying I owe $36 and in March 2015 I received a statement from the collections agency saying I owed $117.23.Desired Settlement: I would like a complete explanation of the charges, a removal of these charges from my credit report, billing adjustment reducing my outstanding balance to $117.23, and a payment plan set up for $30 a month until that balance is paid off. I additionally would like for the company to continue the process of ordering a new wheelchair for me .

Business

Response:

Preferred Homecare (PHC) would like to provide a response to the Revdex.com complaint regarding our patient, S[redacted] E H[redacted]’s current collections balance due. After a thorough review of Ms. H[redacted]’s billing history, PHC substantiates a current collections balance due of $903.59. This amount reflects Ms. H[redacted]’s deductible and/or co-payment amounts accrued over the rental cycle of a bed and trapeze bar and cannot be legitimately removed from collections.PHC has reviewed account billing details with Ms. H[redacted] on multiple occasions since 2013. Most recently, PHC spoke to Ms. H[redacted] on 03.29.2016. PHC explained that her current balance due applies only to a bed and trapeze bar rental and that any outstanding charges for oxygen and power wheelchair rentals had been resolved in 2014. PHC advised Ms. H[redacted] to contact the collections agency to establish a payment plan if she is unable to pay the full balance due. Also, PHC advised Ms. H[redacted] that monthly invoices had been sent to her physical address on file since 04.2013, until PHC became aware of Ms. H[redacted]’s P.O. Box in 2014, informing her of her financial responsibility. PHC has not refused to supply Ms. H[redacted] with the medical equipment she needs and will continue to assist Ms. H[redacted] in understanding her account billing moving forward. PHC will ensure Ms. H[redacted] continues to receive the equipment and services she medically requires, including her recently ordered power scooter.

Consumer

Response:

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]s

Business

Response:

Preferred Homecare (PHC) would like to provide a follow-up response to the Revdex.com for our patient, S[redacted] E. H[redacted]. PHC advised Ms. H[redacted] that billing statements from 2013 were addressed to her physical address on file, and while PHC does not have any records of receiving ‘Return to Sender’ mail from 2013, her account was updated to the PO Box address in 2014, where statements are currently sent. PHC re-reviewed the past due amounts resulting in a collections balance with Ms. H[redacted]. PHC also mailed an itemized statement of those claims. Because the collections agency is a separate entity from PHC, Ms. H[redacted] was advised to contact them directly to understand current balances due, including any late fees or interest the collections agency may have assigned to her account after the claims were originally submitted. Ms. H[redacted] understands that those balance totals may deviate from the original claims amounts on file with PHC for that reason. PHC did contact the collections agency as a good faith effort to assist Ms. H[redacted] in understanding the current balance due. PHC learned the collections agency actually has two accounts for Ms. H[redacted]. For this reason, when Ms. H[redacted] calls in, the balance she is given does not wholly reflect the true total balance due. Further, PHC explained to Ms. H[redacted] that PHC has no way of knowing what claims Ms. H[redacted] has resolved with the collections agency or for which specific rental items. PHC can only view what was originally submitted for these items. PHC explained to Ms. H[redacted] that she will need to contact the collections agency directly to understand her current balance due as the collections amount is not processed in any way by PHC, including application of payments to claims originally generated by specific rental items. PHC also reassured Ms. H[redacted] that the collections balance due does not affect her pending wheelchair order, which is currently in progress.

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This company has the worst customer service!!!!!!!! Do not do business with them.

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Category: 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, CO, 81008-2010

Phone:

8884469858
(888) 446-9858
800-636-2123
(719) 543-1288
7195431288

Website: http://preferredhomecare.com

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