Preferred Homecare

The patient signed a workorder accepting the terms of his insurance and the rental period is all dependent on his insurance policy with [redacted].  Due to policy changes or insurance changes it is not advisable or typical that we send requested “ CTS letter”  to a patient that is not a...

straight Medicare patient. The pt was informed that his equipment was a rental and that it was 13 months as long as he was with [redacted] Insurance.He insisted on a CTS letter so I let him know I would make him one as a courtesy but it would be a very generic letter and that It would have to be reviewed prior to sending.  He was mailed the letter on 8/5/2015.  The letter is attached.

After several attempts to contact mom and no return call was made we have stopped. Here is my response and what was going to be communicated to mom. First of all she was correct, Name removed please share with staff as this is a learning example, when they received the call from mom we needed to adjust the balance as Primary paid no need of transferring to secondary as they paid at a full allowed. Name removed as this could of been prevented as payer paid and the balance needed to be adjusted or transfer back to primary, mom is correct we should not be booking anything to secondary as the primary paid at full. Thank you,[redacted] •Credentialing SpecialistPreferred Homecare • LifeCare Solutions

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.

Attached is the response mailed to patient's husband.

Preferred Homecare (PHC) would like to respond to Mr. [redacted]’s Revdex.com (Revdex.com) concern regarding delivery of his wheelchair. Mr. [redacted]’s concern has been elevated to our Area Operations Manager (AOM) for review to expedite his wheelchair order wherever possible....

PHC’s AOM will contact Mr. [redacted] with order status updates and track his wheelchair order to resolution to ensure his order is completed as timely as possible.

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

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

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,

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.

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,

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.

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.

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.

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?

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!

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

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.

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

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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

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.