Preferred Homecare

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.

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,

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.

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.

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

In my experience, Preferred Homecare is untruthful with consumers. I ordered CPAP

supplies in August, 2015, and their phone rep told me the purchase would be fully covered by my insurance and that I would owe nothing. Every month since then they are sending me a bill for more than $25. I checked with my insurance and they say they did compensate the company. This company in my opinion is just a bunch of money-grubbing liars.

Review: Dear Sir;

Please see attached invoice and check. This was sent to Preferred Homecare in early May. I returned the items I did not use at my own expense; in unopened packages. I sent a check for the cost of the remaining items noted Account paid in full and included invoice number ([redacted]) and account number ([redacted]) on the check. I included a copy of the marked up invoice clearly marked returned items with both the check and the returned items. That was May I haven’t heard from Preferred homecare until now (90 days later of course) and they did negotiate the check. I f there was any issues why didn’t they contact me in May before they deposited my check? I clearly told them what I had done.

I never ordered any of these items; didn’t use most of them and it was a year before I received an invoice for them. According to their invoice these item were delivered in March of 2012; I never received an invoice until March of 2013

I was told that Dr. [redacted] authorized the order; I can’t say; but I was never contacted regarding the order and I never authorized it. I have worked with other medical supply houses ([redacted]) and they always notified me of shipments and I had to authorize them prior to them seeking Dr [redacted] authorization before shipping. Using this method I excluded items I didn’t need from the order and saved [redacted] several thousand dollars of supplies. I wonder how many unwanted unrequired items are sent to patients and paid for by the insurance companies each year. Of course there’s still the issue of returning them and still being billed for them.

I would have returned them sooner however; I simply forgot; maybe it was because I was taking both Oxytocin and Oxycodone at the time.

Thank-you for your time and attention to this matter.

Sincerely; [redacted]Desired Settlement: stop contacting me and recognize I either returned or paid for items.

Business

Response:

In response to your complaint filed with the Revdex.com, I would like to apologize for your frustration regarding your account going into collections. Unfortunately, United Healthcare does not cover the costs of disposable medical supplies and these are the items you then became responsible to pay for. The order came from your doctor that these supplies were to be delivered and at no time did anyone inform us that these items were not necessary. I have attached a copy of our policy regarding the return of disposable medical supplies; it appears on the back of your Work Order. Disposable supplies are sterile and therefore we cannot resell them if returned. While we do not typically accept these items back, we could have possibly made an exception had you contacted us right away to let us know these supplies were unnecessary. However, it was well over a year before you contacted us and attempted to return these items. As you can also see in our policy, most of our returns (except for large equipment, such as wheelchairs) are not accepted past ninety (90) days. Your account has been turned over to a collection agency, and unfortunately, you are responsible for the amount due. Payment arrangement can be made with TSA Collections at (800) 562-3906.Preferred Homecare considers this matter closed. If for any reason the Revdex.com does not believe that this matter has been fully addressed, please contact me directly and I will do my best to assure an appropriate resoltuion. Respectfully submitted, Christina R. Winkle

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9662422, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First I'd like to address what's written on the back of your work order is there a place for a signature block that might make it come kind of contract because I never remember signing anything for your company? However on the face of the check I sent you for the goods I used I wrote "Paid in full" with an account number and invoice number. (sent you a copy with my initial letter). That's why I was surprised to here from your company; if there was an issue why didn't you contact me before you negotiated the check?Second these supplies were sealed and I checked the expiration date it was November 2014>the dressing were sealed in Aluminum envelopes and the Urinary cleaner I never opened. As for it being "over a year" that's the same time frame you sent your invoice; March 2013 you shipped in March 2012. I didn't even know who you were until I received your invoice.I did contact you when I received your invoice; your employees were rude and informative.Lastly I did return the merchandise to you and I've never received it back or any communication regarding it so I can only assume that you have it. Regards,David Grant

Business

Response:

In response to your additional complaint filed with the Revdex.com, I would like to first reiterate that our policy regarding this matter is that we do not accept returns of disposable items, as these items cannot be restocked or resold. These particular items are shipped directly from our vendor and are not housed in our warehouse, so in answer to your question, no we do not have the items in our warehouse. The vendor merely forwarded your check to our Billing department. We had no record of you letting us know that you were shipping these items, so they were not expected or tracked, and were most likely discarded. However, I do believe that there may have been some miscommunications with the vendor's initial shipment. In good faith, we have removed your account from collections and waived the amount due. Our system has been adjusted to reflect a zero balance owed. Depending where the collections agency is in their mailing cycle, you may receive another notice. If that happens, feel free to follow up with them to confirm that you have in fact been released from the obligation of the debt. If for any reason you encounter problems with the collection agency, please let me know directly, and I will ensure that the matter is addressed. Preferred Homecare considers this matter closed. If for any reason the Revdex.com does not believe that this matter has been addressed, please contact me directly. Thank you,Christina R. Winkle

Review: I contacted Medicare and they referred me to Home Care as the only one that can help me over three weeks ago. Concerning repair to my power wheelchair. I have called Home Care over 20 times over these past 3 weeks. My Dr. sent in the proper paper work everything is taken care of on my end. I finally reached them after being on hold 35 minute, a woman who told me yes everything is good but how know when the work will be done thats what she SAID !!Desired Settlement: please contact me and repair my chair, my hands are tied !!!!

Business

Response:

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].

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

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

Regards,

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] issue concerning the repair of his chair.

The Preferred Homecare (PHC) rehabilitation manager, Rhonda [redacted], has been in contact with Mr. [redacted] and advised him that a detailed prescription from his physician was necessary in order for PHC to proceed with repairing his chair. That prescription has been received; the parts have been ordered and received by PHC. A PHC technician is scheduled at Mr. [redacted] home today in order to complete the repair.

We are confident that Mr. [redacted] will be satisfied with the repair of the chair and that this issue will be resolved. Please let me know if we can be of any other help to Mr. [redacted].

Thank You,

Regional Account Manager

Review: I called this business on 1/18/2016 @ 5:08 to order my tube kit for my nebulizer as I am a sever asthmatic. I spoke to a girl who took my order and insurance information processed the order and sent it through. She stated that I would have the items needed in 1-2 business days. It is now day 2. I called the business to follow up on my items and they told me that nothing was ordered and there was no call from my on 1/18. There was no prescription for my kit that I need. If I had known that I would have figured something else out or even gone to the hospital. They would provide any information on the president of the company and claimed they were going to contact my Dr to obtain a new prescription.Desired Settlement: I don't desire it, I MUST have these items delivered to me today 1/20 to prevent any further issues. The staff could have caused a serious issue and put my health in danger because they dropped the ball on a patients health which they clearly don't care about.

Business

Response:

The requested Neb Kit was delivered to the home between 3-4 pm on 1/21/16.

Review: This is in reference to a previous complaint I filed that the Revdex.com closed as being resolved. The complaint ID # is [redacted] Unfortunately, the issue has not been resolved yet and should not have been closed until it is finalized.

First, I still have not yet received the reimbursement that Preferred Homecare said they would send me. Second, the letter I received from the company dated 1/12/16 documenting that my account has a $0 balance and that I now own the BiPAP machine I have been renting from them had no name, title or signature on it, which it should have. And third, on Jan. 19, I received a call from the collection agency Preferred Homecare had turned my account over to. The agency, [redacted] informed me they have received another collection notice regarding my account. We spent another hour or so determining that it was sent in error by Preferred Homecare, yet it still stands against my name. The net result is this dispute is still not fully resolved.

As a final note, the link for response in your email doesn't work. Thank you.Desired Settlement: Refund of money agreed to by Preferred Homecare.

A signed letter with a person's name and title from Preferred Homecare stating my account has a $0 balance and I own the BiPAP machine.

Documentation that my account was sent back in error by Preferred Homecare to a collection agency and that collection agency will no longer be contacting us on behalf of Preferred Homecare.

Business

Response:

In response to Mr. [redacted] rebuttal:

First, I still have not yet received the reimbursement that Preferred Homecare said they would send me.

The normal process for a refund can take up to 4 weeks. PHC just received his payment on 01/11/2016 and started the refund process on 01/19/2016. We are asking this refund process to be rushed.

Second, the letter I received from the company dated 1/12/16 documenting that my account has a $0 balance and that I now own the BiPAP machine I have been renting from them had no name, title or signature on it, which it should have.

[redacted] the person you and your wife have been speaking with, will send you an updated letter with her signature and phone number on the letter.

And third, on Jan. 19, I received a call from the collection agency Preferred Homecare had turned my account over to. The agency, [redacted] informed me they have received another collection notice regarding my account. We spent another hour or so determining that it was sent in error by Preferred Homecare, yet it still stands against my name. The net result is this dispute is still not fully resolved.

This has been done! An email to the agency was sent asking them cease ASAP. This information is from Strategic AR who managed the accounts in a collection status.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me once all of my concerns have been addressed. I received a refund check for $33.39. It came from the collection agency and not Preferred Homecare who I had sent my payment to. But at least I did receive the check. Still waiting for a signed letter from Preferred Homecare regarding the status of my account and ownership of the BiPAP machine. Would like something in writing that our account was sent in error back to the collection agency and that they will no longer be contacting me. I will wait until for the business to perform these actions and, if it does, will consider this complaint resolved.

Regards,

Review: I am being asked to pay over $2,000 for repairs made that Preferred has made to my wheelchair. and was told that it was denied by [redacted]. I just received written notification by [redacted] that the reason why the claim was denied was due to the fact that Preferred failed to provide [redacted] with proper documentation that includes narrative information itemizing each repair, what was repaired, why it was repaired and the time taken for each repair as required by DME MAC Jurisdiction D Online Supplier Manual Chapter 5. The request was made by [redacted] on January 28, 2015 and it required that the data be supplied within 14 calendar days. Since the data was not supplied on a timely basis, their claim for reimbursement was denied by [redacted]. I have made repeated calls to Preferred and spoke to a different individual each time and had no success to resolve this issue. In the meantime, I am being sent payment requests by Preferred.Desired Settlement: Provide [redacted] with the necessary documentation so that the claim for the wheelchair repairs can be processed and approved by [redacted]. In addition, I want Preferred to send me written confirmation that I owe nothing for the repairs made to my wheelchair.

Business

Response:

Letter attached.

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

Regards,

Business

Response:

Response is attached.

We ordered replacement o2 cylinders 6 days ago. As of today, we still don't have them and my husband is completely out of oxygen. After 10 phone calls just this evening, we are right back where we started. The emergency delivery truck doesn't have any cylinders on the truck. How ridiculous! Inexcusable! Incompetent! Now, we're being told that the cylinders won't be here until Friday! What is wrong with these is!

Letter to Preferred Homecare:

Once again, we have received a statement from you for a $68.07 charge that has yet to be explained. I provided to you in September and October (copy enclosed) a complete listing of your statements and my payments to you. As the last payment, you accepted and deposited to your account my check for $63.ll (copy enclosed). You have yet to explain the origin of this $68.07 charge.

In the latest repeat billing, you reference a supposed December 22, 2015 agreement with your company. That is absolutely bogus, and we have no knowledge of it. I would like to receive a copy of this agreement with my signature on it.

In the meantime, I am submitting my check in the amount of $68.07 as a protested payment to preclude your threat of collection agency involvement.

I expect you to provide me with the explanation of the charge or a returned payment as well as a copy of the supposed agreement.

I came home from the hospital on May 10, 2015 (Mother's Day). When the driver arrived with the oxygen equipment he stayed outside for about 8-10 minutes. When he came in he mentioned he was trying to settle things with another client.
I was no longer needing oxygen as of May 13, 2015. I called Preferred Homecare here in [redacted], they told me they had to get a Fax from my doctor's office. So I called my doctor's office. I've been going back and forth calling Preferred Homecare and Doctor's office. Doctor's office said; Preferred Homecare had issues because they had faxed 1-2 release forms. When I called again, Preferred Homecare told me on Thursday that the driver was going to call me to make arrangements to pick up equipment. It's Sunday May 25, 2015 10:06 pm they haven't picked up equipment. I will call my Insurance and mention to them the unprofessional service I received and I Shouldn't Have To Pay Any Amount Due!!!!!!

My husband is disabled and has wound issues. His wound care nurse has ordered wound care supplies repeatedly since the second week of April. It is now the third week of May, and STILL no wound care supplies. We and the wound care nurse constantly get the run around for wound care supplies that we finally went out and bought our own. And don't even get me started on durable medical equipment. It takes one supervisor calling one at Preferred Homecare to get resolution to any issues.

This company is uncaring about customer. I have been asking along with my doctor for 2 weeks for wheel chair & shower chair for my son. I keep getting the run around. SO he has been unable to take a shower & we have no bath tub. He is unable to go any where since we have no wheel chair & he is missing school. This company needs to be shut down

Review: My daughter was jaundice at birth and was prescribed a billi blanket to help improve her condition. This blanket was provided by Preferred Homecare (parent company is [redacted]). The blanket did not work and my daughter ended up back in the hospital within 2 days. I tried repeatedly to get a hold of someone from Preferred Homecare to pick up the billi blanket. My calls went unanswered for weeks and there was no answering machine/service where I could leave a message. I finally got a hold of someone 6 weeks after my initial date of service. I was finally given a date (no time) when they would come pick the blanket up. I waited at home all day. Nobody showed up. Two days later I received a notice that someone stopped by to pick up the blanket during the exact 30 minutes I was gone at the store (2:00 in the afternoon). I called them immediately upon my return and told them that they needed to come back and get this thing. They argued with me for a while saying that they couldn't give me an accurate day or time to pick up the equipment. I told them they needed to come get it because I was not about to take another day off of work for something that 'might' happen. They eventually showed up that evening. Not too long after that, I received a bill from Preferred Homecare for $97.12. My insurance covers this type of medical expense 100% up to $1,500. I did not receive any information from my insurance stating that there was a remaining balance for this claim. I called my insurance and they did not show any record of these charges being submitted. I called Preferred Healthcare and was told that the claim was submitted and that any remaining balance not paid by my insurance company was my responsibility. I told them that I already checked with my insurance company and they stated that there were no claims made by Preferred Healthcare in my account. I requested that the claim be properly submitted and told them that I was not going to pay any bill until the claim had been properly submitted to my insurance. I was then told that I was going to have to pay the $97.12 anyway because that is what they ‘assume’ will not be paid by my insurance when the claim is processed. I told them they had to properly submit the claim before I make any payments. A month later, I received another bill (now stating that my account was past due) for the $97.12. I called my insurance again. This time I found out that the claim was made under the company name of [redacted] for $750.00 for one day of use. Preferred Homecare was claiming that I owed for 10 days but only submitted one day to my insurance at the cost of $750.00. My insurance paid out 100% of the allowable cost for one day ($48.56 per day), leaving my balance at $0.00 owed. I called Preferred Homecare again and discussed the issue and requested that the claim be resubmitted to my insurance company with the proper number of days of service. I was informed that this company has an 'issue' with their claim form that does not allow the insurance company to see the proper number of service days. Considering that they already knew of this problem and how to fix it, why did I have to jump through hoops to get this taken care of properly? It has been 4 1/2 months since the original date of service and it is still not resolved.Desired Settlement: I want my insurance to be properly billed so my balance owed is $0.00

Business

Response:

I would like to begin by apologizing for the frustration that Ms. [redacted] has endured and assure her that it is never the intention of Preferred Homecare to provide less than satisfactory service to our patients and their families. I also want to thank her for her feedback, as it helps us to identify when our service falls below our standards and allows continued training and necessary reminders.

In regards to the billing, we submitted for payment of the 10 days, but the insurance company processed it for only one day. We apologize for the bill, but we do not show that Ms. [redacted] owes a balance and we have resubmitted our claim to the insurance company for the remaining 9 days.

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

[redacted] Risk Manager

Preferred Homecare, LifeCare Solutions, & Comprehensive Sleep Solutions

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 12/04/14, this company placed oxygen equipment in my home. This equipment was removed on 12/22/14. The company continues to bill my insurance company and myself despite 3 phone calls, a letter and a fax to them advising of the error. The latest bill was dated for services performed on 03/04/15 and is due by 04/22/15. I have not had this equipment in my possession since 12/22/14.Desired Settlement: I want the billing to stop and proof sent that the account has been corrected and closed. I want the insurance company refunded for any money they have paid on my behalf since 12/22/14.

Business

Response:

This PT had two accts set up with PHC, [redacted] and [redacted]. The account that had the o2 renting is [redacted]. The PT did call to have the o2 picked up and we did complete the PU on 12/22/2014. The only problem is the PU was processed on the incorrect acct ([redacted]) so the billing did not stop. A supervisor from the billing department has flagged the duplicate acct as DO NOT USE. PHC did speak with the PT on 3/10/2015 and we did stop the billing from going out to the PT on this date but it was not forwarded to the PT’s insurance to have the claims reversed. It looks like we were unable to identify a duplicate acct at this time. The supervisor has adjusted off the PT charges that were on the account after the PU date of 12/22/2014 and notified the collector that we will need to reverse the o2 claims with UHC for the 1/4/2015, 2/4/2015 and 3/4/2015 DOS.A call was placed today 4/15/15 to the PT to let her know what he found and that she does not owe PHC as we have corrected the issue and that she should be seeing the claims reversed through her insurance, but there was no answer. A VM for her to call back.

Review: My doctor ordered a CPAP machine which was picked up on July 2 2014. At the time, I had two medical insurance policies so that the coordination of benefits would apply to help with the payment necessary. The CPAP started out as a rental agreement which I wasn't made aware of until February 2015. Three months later they then exchange the rental agreement to a purchase agreement with the insurance company. The rental payments are applied to the purchase price which is directed by the insurance company. I requested an itemized statement in December because I hadn't purchased any other piece of equipment or accessories and the balance didn't seem correct. I am unable to follow where they are getting the charges. They say I owe them $81 more than I show. I have sent a letter documenting the Explanation of Benefits I have received and clearly followed how I shouldn't owe them the amount they claim. But I am still receiving a billing with no clear explanation.Desired Settlement: I think my account should be re-audited; and I should be provided with a billing that matches my EOB explanations. If money is owed I would be more than willing to pay; if not, please fix the account so I no longer receive any billing.

Business

Response:

I have included all the EOB’s from this Patient’s insurance showing the Patient’s responsibility for the services Preferred Homecare (PHC) has provided. Per [redacted] PHC should have charged the PT a total of $563.53 between Deductible and Co-insurance charges for Date of Service (DOS) from 7/02/2014 to 10/02/2014. PHC has only charged the PT a total of $460.79 for all the services provided. PHC will not go back and up adjust to cover the difference that should have been billed to the Patient. Of the $460.79 PHC has billed the PT; the PT still owes $81.12 which is a valid charge. The patient has only paid PHC a total of $379.67 since they have been on service.

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.Their total is based on only payment by the one insurance company when in the beginning two insurance companies where billed. Also the rental portion is then refunded after three months and applied to the purchase of the machine by the insurance company's instruction. So they have not considered the payment by the one company to be applied to the balance. In other words, they have billed for two machines and not one; which I only have one machine. So the coordination of benefits has not been applied correctly. Also there are charges on the itemized statement that I don't know what they are and there is no explanation. I have only purchased the CPAP machine and one replacement mask piece and nothing else but there is a $135.40 that I am not sure where they got that number and I don't have an EOB showing any such charge. The itemized statement I received from them is hard to follow with all kinds of adjustments which are confusing. My family and myself see medical providers unfortunately quite regularly and I can follow their billing. Preferred Homecare is the only provider in which I am unable to follow their billing. I have accounts payable experience along with bookkeeping experience and I know that my account with Preferred Homecare is a mess and also inaccurate. Regards,[redacted]

Review: I have worked with Preferred Home Care since approximately 2004 for enteral feeding pumps and supplies for 6 children. I am being charged thousands of dollars for a feeding pump that was delivered 8/19/2008 for MW. From the time we began service with Preferred this particular child, WM, received no less than 10 different pumps, they upgraded several times and exchanged pumps when they didn't work. Between 2008 and 2012 when we ended service MW's pump was exchanged a minimum of 4 or 5 times. Preferred has records only showing 3 pumps ever issued to her between the years of 2005 and 2012. For some reason none of this is showing in their system. They did have one of those pumps also listed as not returned but yet when I specifically asked them to look it up in their inventory they found that it was listed with an "Available" status in their system so they changed MW's record to reflect that. Nowhere in her record are the other pumps listed. The manufacturer recommends service on these pumps at least every two years, Preferred is stating that MW had this one pump for 4 years with no service since they have no record of service or replacement. They were attempting to charge me for an IV pole that we never had since we have permanent poles mounted on our walls, they have since removed that charge.

I had professional nursing service for MW during all those years and have more than one nurse from the company who can testify that MW received multiple pumps after 2008 as they were often the ones who unpacked and set them up. This clearly shows the poor record keeping by Preferred and I have no doubt that if the pump is not in their system it's already been rented out without record - just as all the pumps MW had that are not recorded in their system. I also have pick up tickets from their curriers showing items they listed on one child's ticket that actually belonged to another. We have had equipment that we attempted to return to Preferred yet they refused to take stating they didn't belong to them - even though they have a preferred sticker on them. I don not feel it is my job to keep up with all of their serial numbers and dates they delivered and picked them up, adequate record keeping on their part would be the appropriate method of keeping track of their equipment.Desired Settlement: I would like for Preferred to do two things - First, cease and desist. Remove this from the collection agency with a copy of the removal correspondence to the collection agency sent to me as well. Second - I would like them to understand that they have a record keeping problem and try to fix it so that others don't have to deal with this same issue. If these are not met within 30 days (this has already gone on over a year) I will be contacting an attorney. Nurses from Maxim Nursing have agreed to write statements and testify to what I have said as they were there the entire time.

Business

Response:

May 28, 2014 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585602-264-5299 ¦602-798-8279arizonaRevdex.com.org Re: Complaint ID# [redacted] Preferred Homecare (PHC) has researched the issues surrounding the complaint about an outstanding balance of $2,500 for enteral pumps that were not returned to PHC. Part of this research was to speak directly with [redacted] on 5/27/14 about the missing enteral pumps. Mrs. [redacted] stated that she has 3-4 enteral pumps that belong to PHC and they are in a storage facility in Arizona. She is presently living in Utah and is moving back to Arizona in early July. The customer service representative who spoke with Mrs. [redacted] indicated that PHC would be willing to reduce the outstanding balance to $0 and to cease any further collection activities if the pumps were returned. Mrs. [redacted] agreed to return the pumps to PHC when she returns to Arizona. I believe that both parties agree that this is a fair solution and that upon Mrs. Wilson’s return of the pumps we can finally resolve this issue. Best Regards, [redacted]Regional Account Manager