Preferred Homecare

I had problems with Preferred Homecare when I initially got my CPAP equipment; however, there were very few medical equipment suppliers to choose from and I ended up working with them anyway. More than a year later I've had to deal with them again for an oxygen concentrator. My experience was, again, terrible.
Preferred Homecare phoned me to tell me they had my oxygen equipment ready for me to pickup. When I arrived at their offices, it turned out that they did not have the correct bleed-in adapter for my CPAP machine. Despite the fact that they themselves had provided me with that CPAP machine and they auto-fill all of my CPAP supplies, they seemed unable to determine which model CPAP machine I had or what bleed-in adapter part I needed. Finally the local Manager said he knew which adapter I needed and would order it. About a week later the technician phoned me at work and said she was "on her way" to my house to deliver the oxygen concentrator. This delivery had not been pre-arranged and I was forced to take a half-day off of work to rush home (:45 minutes from my office) and meet them. When they arrived, they had the same, incorrect bleed-in adapter I had refused to accept at their office. The technician stuck the adapter between my CPAP hose and my mask instead of at the outlet of the CPAP machine where it is supposed to go. By having the high volume of air from the concentrator bleed in at my mask instead of at the CPAP machine, I was no longer receiving heated & properly humidified air from my CPAP machine as my physician had ordered. I am a non-smoker in a strictly non-smoking household. In addition to not having the correct bleed-in adapter, this first oxygen concentrator Preferred delivered to my home filled my lungs, my bedroom, linens, curtains, and carpet with stale cigarette smoke and tar toxins. When I phoned them about the problem, Preferred wanted me to load up the machine and drive it the nearly 30 miles back to their office. The second oxygen concentrator they dropped off had a badly bent electrical plug and would not safely plug into any wall outlet. It was a fire hazard. When I asked them to pick it up and told them I was not going to do business with them any longer, Preferred Homecare wanted me to sign a Refusal of Care Against Medical Advice before they'd pickup the second defective machine. I spoke with my physician about the problems and his office sent them an order to pickup the equipment. Again, the driver called me at work to say he was "on his way" to my house to pick up the machine without any prior coordination. This time I refused to drop what I was doing and take additional time off from work. When the driver finally came to pickup the second concentrator he tried to get my spouse to sign a form which read "Pick-up reason: PATIENT RECOVERED" along with an entire page of fine print. When my spouse wouldn't sign it the driver wrote "Patient refused to sign."

Preferred Homecare has to be the worst company to ever deal with. I was prescribed a powerchair to assist me in my daily living situation because of a knee injury and bacterial infections that left me unable to walk. Preferred Homecare just informed me today that they will not take care of any repairs to my chair because they failed to tell me that they were an 'out of network' provider for my insurance company. In fact, they told me that they should have never issued the chair to me in the first place, despite the fact my insurance paid 80% of the cost and my mother put the remaining balance of nearly $1300 (20% copay) on her credit card. Despite having dealt with this company since February 2013 and the fact it took them nearly 3 months to get my powerchair to me, they now want nothing to do with me. I was informed this afternoon that my business was no longer warranted. This was after making numerous calls to the company the past 2 days, even as they were claiming that their phone lines were down. If they didn't want my business to begin with, why did they issue the powerchair to begin with. Thanks to this company, I could lose my job because I can't get to work without my powerchair!

Review: There has been a number of billing errors and I have repeatedly contacted Lifeline solutions in overland , ks, concerning bills that have been sent to my parents at the given address. Time and time again I have spoken to representatives at the office and each one says, oops you don't owe anything. A few days later a new bill shows up with late fees, telling us we have been delinquent etc. I have last spoken last week to supervisor Mercedes who went through this with me once again and said we will not be receiving any more bills. Here goes new bill received... we know it is supposed to go to Medicare. What is going on here.... ? My mom cannot handle receiving these bills anymore. BEFORE It becomes a health issue, I would like to see this resolved. I do not want any more bills that are supposed to go to [redacted] to arrive at my parent's home, to make them think they owe money that they do not as they have enough medical stress without having the billing stress as well. Thank you!Desired Settlement: straighten out billing department to know what has to be sent to medicare. send written notice to parents home that they do not owe any of this. thank you.

Business

Response:

Life Care Solutions (LCS) apologizes for the confusion associated with the Berkowitz billing problems. We are dealing with [redacted] so that the correct entity is being billed. LCS staff has had several discussion with the member's daughter to inform her that her parents owe LCS nothing and has a zero balance owed. There should be no other bills after 9/23/14 when the problem was fixed.

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 hope that we will not receive any more bills and if we do not , will consider this complaint resolved.Thank you,

Regards,

Review: Entered into a agreement to rent a oxygen concentrator in 2011 Was to pay 135.00 a month after insurance. which I did. My insurance only covered renting at that time. I paid for this same one up until 2013. In Dec of 2013 I changed insurance and went into the local office to notified them. Asked them to run my insurance to see it they were in network because I wanted to keep this them as my supplier if they were and it was a good price. They said they would help me with that to see if the insurance I now had would change the payments as well. Did not hear from them so I went in around a month later and asked if they had checked to see if my insurance would cover the oxygen concentrator. They said it would and the payment would be a better deal and would even be less per month.I re signed a new contract. I continued to pay 45.00 that was stated to me and on the payment plan on line. I then had to change insurances through my job in 2014 and decided to purchase the consentrator but it was not for sale so they referred me to someone where I could purchase. I paid all my payments that were set up on the intranet at 45.00 a month. I received a bill from preferred homecare at the corporate office for another 615.00. around 6 months later..they said I still owned them for the rental. They said it was what insurance did not pay. I talked to my insurance and they said that they did not cover rentals they covered buying one. But I returned this concentrator and did not get to own or buy it. Preferred homecare said they can't sell them only rent them-- that is why I purchased one from someone else. I called asking if I could appeal the insurance before making the payments on the other 615.00 because they refused to take this off my bill even though I was quoted 45.00 a month and had finished the payment plan on the intranet. My insurance would not pay it after the appeal because they only pay for me to buy not rent so I started making the payments again to Preferred Homecare. Yesterday I received notice that I was sent to collections even though I started making the payments. I tried to work this out with them . if there was a billing/ sale/ rental change they should have notified me in 2013. When asked if they should have notified me they said that is not their responsibility it is for me to ask the insurance company. I had asked them to check when I brought the insurance card in locally because I had already done business with them for 2 years.The corporate office will not take any responsibility for this no will the local office admit what they did was wrong. How can a company not be responsible for sending me the correct bill or billing changes? I do not feel I should have had to pay the extra 615.00. If I would have been made more aware of the change in 2013 I would have gladly returned the machine and purchased one sooner. After all of this I can't even own it. I have paid more that enough for them to get their money back and more. I did not want my credit ruined so I paid the amount yesterday. I am so discouraged and I have to have the oxygen for my heart health because I stop breathing at night. They really know how to take advantage of the situation. . Thank you for your time and if you can assist in any way. I have told others not to use them for their CPAP or oxygen needs. I don't want this to happen to anyone else.Desired Settlement: I would like them to return the 615.00 extra that I had to pay since I could not purchase the machine from the company anyway that my insurance required. They continued to rent to me for 45.00 without notification and I paid that every month that was posted on line and I feel they care nothing about the consumer and are dishonest.

Business

Response:

[redacted] was billed monthly for her copay on the Concentrator in the amount of $42.78. This started in February of 2014. She had [redacted] insurance at that time. The insurance company was paying their portion of the claim till dos 7/2/2014. On 3/3/2015 [redacted] began to deny our claims stating that the items have exceeded their maximum benefits under the plan. They basically were considering their O2 that began in 2011 to be a purchase as of Sept 2013. Oxygen is a non purchasable item so we did appeals all denials. On 4/15/2015 We received a denial to our appeal . The insurance [redacted] stated they will no longer pay on the Oxygen concentrator even though we have no contract to purchase with them nor do we sell O2 equipment. At that time all open claims in the amount of $598.86 were billed directly to the patient as non-covered under their plan. 5/5/2015 – patient discontinued service and bought their own concentrator [redacted] also let us know that she was going to and was in the process of appealing with her insurance for payment. She spoke with the billing department and did inform us that she would not be able to make a payment with us on the 13th as she was appealing with the insurance. She was informed at that time that non payment regardless of insurance appeal would result in late notices and collections. We have no record of the patient calling us again until 9/3/2015 in regards to the collections balance. I did check today and the pt has made arrangements to pay the agency.

Its taken four plus months for this company to complete paperwork to send Medicare for approval for a scootet to assist me due to COPD and Congestive heart failure. Its taken several calls from CIGNA nurses to this company to get them motivated to process an order and to this day, and two trips to their office in Phoenix, I still have no scooter to get around for shopping needs and I'm pretty much homebound. Word of warning if you plan to use this company be prepared to wait and wait and get no call backs and expect poor service and calls from different department's making you appointments giving old Mesa address and being told you can pick up a scooter that wasn't even approved yet through Medicare yet appointment was made for me. Waste of my time. I will never deal with them again. Very dissatisfied! The only employee that treated me with respect and provided good service was Randy in the warehouse. Kuddos to him for his compassion.

Theis business is unprofessional and unreliable. They used to provide oxygen for my mother, who has been deceased two years this month. In spite of a "Do Not Disturb" sign on the door, and the fact the equipment and contract with Preferred ended two years ago, they came to the door ringing the bell saying the phone number they have for Mrs [redacted] doesn't work! Apparently, this is some employee's idea of a prank and why is it your employees can't read. Leave a note or message. Do not ring this bell, I do not need to be disturbed or reminded that my mother is deceased. This is one of the most unprofessional companies we've ever done business with. I wouldn't recmmend them to anyone.

Review: Had a visit from Preferred on 6/2/15, parts were documented to be ordered. The parts were actually not ordered until I called in and initiated a complaint about why we hadn't been called yet on 7/31/2015. Arrived to the scheduled appointment on 8/10/15 for the parts to be installed only to find out the parts still were not delivered yet. he sat in the waiting room without a chair for over 2hrs. He CANNOT walk so when it came time for him to use the restroom he was stuck sitting out in the open screaming for someone to come assist him with simply closing the door. The entire Preferred staff has become more and more incompetent over the years and now just simply are abusing the clients and I'm afraid unless major changes are made you are going to have a lawsuit at hand. The substandard work that was done is unacceptable. Your staff is all incapable to handle customers let alone insurance claims and parts ordering. The leg guards are thin as paper and the ones they took off were padded leather and the tires squeal on rotation.Desired Settlement: Correction to repairs rendered, an apology in writing, a complete copy of patients history with the company.

Business

Response:

Information from the Rehab Manager of Preferred Homecare:This order was delayed. The parts we show were replaced correctly and the shop manager saw the chair when it left and stated it was in good condition.The parts were all in to repair the chair, a replacement cushion was still pending receiving, the repair was scheduled without seeing that the cushion had not been repaired. The member was offered a manual wheelchair loaner by our shop supervisor. I am currently working on the repairs of this chair to complete and re-repairs the patient requests and the patient has requested we take care of a new chair for him as well as he and his wife are unhappy with the other vendor and would like us to take care of the new chair. I am working with the member and his wife to resolve issues and get all equipment the member needs.

Review: On August 5, 2015, a walker (ordered by our physician for [redacted], a [redacted] patient) was delivered

to our home. As indicated on the copy of the enclosed delivery ticket the walker was acquired by sale. The

billing amount in the amount of $5.05 was paid in full by check mailed August 6, 2015. A copy of the cancelled

check is enclosed.

Subsequently a monthly billing in the amount of $23.00 (copy enclosed) was received. There is no indication

of the period of time, i.e., number of months such a bill will be rendered. As indicated on the statement no

correspondence is to be sent to the payment location. Only alternative is to call the billing center. After

several attempts to call the billing center, i.e., all that ever happened was that I was put hold. An attempt to

call the local number indicated on the documents resulted in being referred to the billing center with the same

results. I am writing this letter to request that the billing cancelled as it is inappropriate. Thus there is no way

of requesting a correction of this erroneous billing except by communicating by mail.Desired Settlement: I would appreciate your assistance in removing the erroneous billing.

Business

Response:

The patient was supplied a walker on 8/5/2015. The workorder only showed a copay of $5.05 and only for the walker seat. The patient owes a co-pay for the walker itself in the amount of $23.00 this was not listed on the original workorder and that is the bill they have received. There are no notes on the account anywhere that the pt has ever attempted to contact billing or even spoken with the local branch since the original order.

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 make payment for the amount billed.

Regards,

[redacted]

Miserable company. Miserable service.

Review: No one is responding to my questions or set up an appointment to pick up medical equipment.

I have recently had a sleep study and my doctor needs me to have cpap machine and supplies. I have call Preferred home care many time in the last 4 weeks. I call and speak to customer service and I am advised that I need to speak to the cpap representative. She is never available and the customer service rep comes back and says would I like to leave a message for a call back. This person never calls back. Today I called again and was forwarded to cpap rep and there was just silence on the phone. I need these supplies for health reasons.Desired Settlement: I just need the cpap machine and supplies provided

Business

Response:

Preferred Homecare in [redacted] researched and found they had attempted to contact this patient on 3 separate occasions to get patient scheduled. After reviewing the documents we received from the physician the number provided on the paperwork we received was different than the number we had in the system as this patient already has an existing account with Preferred Homecare. The information provided in this complaint matched the information provided by the physician. The staff has been counseled on verifying information received from the physician if it doesn't match the information we have if the individual is a current patient of Preferred Homecare. We have since spoken with the patient and have updated his account to reflect the correct phone number. This patient is scheduled @ 3:30 on July 29th.

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,

Review: I ordered five CPAP parts from this company that I did not receive. The company insists that the fact that the items were delivered -- they dont know who they delivered these items to. They billed me 151.46 -- I have paid this amount in full under very aggressive pressure and threats from this company despite having not received the items - Invoice# [redacted] for account [redacted]. In early January I spoke with a representative and indicated that I had not received the items that I had ordered late in December. She indicated that they will look into it. As a busy person, I expected this company to deliver this equipment. I lodged a formal complaint with this company but they just ignored or told me that they was nothing they could do for me. I spoke with a heather, tina, in billing including their managers. They told me that it was my problem that I didnt receive these CPAP items. This is a rip off plain and simple. I paid my hard earned money for equipment that I didn't receive.Desired Settlement: I want this company practices to be examined closely. I have a feeling I am not the only one getting this sort of treatment. Paying for products that I have not received. It is simply un-american. Give me what I purchased or refund my money.

Business

Response:

Below is a recap of conversations with [redacted] and the Preferred Homecare staff:12/23/15Address confirmed by patientSupplies sent 1/20/15RECEIVED ORDER FROM M.D TO CHANGE PATIENT'S MASK TO THE SIMPLUS FF MASK. PATIENT WAS WEARING THE MIRAGE QUATTRO. SHOW ORDER WAS PLACED 12/23/2014 FOR MASK, HDGR TUBING AND FILTERS. PATIENT CLAIMS THAT HE HAS NEVER RECEIVED THIS ORDER AND NOW STATES THAT THIS WAS NOT THE ADDRESS THAT HE LIVES AT. COULD NOT PROVIDE THE NEW ADDESS TO ME AS HE IS AT WORK AND COULD NOT TAKE CALLS. SHOW [redacted] STATES LEFT THIS PACKAGE AT SIDE DOOR. PER [redacted] PATIENT DID NOT CALL AND LET US KNOW HE HAD NOT RECEIVED ORDER IN A TIMELY MANNER SO HE WILL HAVE TO WAIT THE SIX MONTHS FOR THE NEW MASK ORDER. ATTEMPTED TO CALL AND UPDATE PATIENT AND NOW THERE IS NO OPTION FOR V.M. 02/20/15PT CALLED STATING THAT HE DID NOT RECV HIS SUPPLIES YET HAS A BILL FOR THEM AND WANTS HIS SUPPLIES. I ADVISED PT THAT HIS SUPPLIES WERE SHIPPED TO HIS OLD ADDRESS ([redacted]). PT STATES THAT HE HAS NOT LIVED THERE FOR OVER A YEAR, AND HIS NEW ADDRESS IS [redacted], I ADVISED HIM THAT WE ARE UNABLE TO RESEND THE SUPPLIES BECAUSE HE HAD 10 BUS DAYS TO GIVE US A CALL TO IF THEY HAD NOT BEEN RECVD AND IT HAS BEEN ALMOST 2 MONTHS. HE STATED THAT HE WOULD LIKE TO SPEAK W/MY MANAGER, AND I TRANSFERRED HIM TO [redacted] SPOKE WITH PATIENT THAT RECEIVED A BILL THIS WEEK, HE IS CLAIMING TO HAVE NEVER RECEIVED SUPPLIES IN DECEMEBER. I ASKED WHY HE NEVER CALLED AND LET US KNOW, HE CLAIMS IT WASNT HIS RESOPONSIBILTY. I LOOKED IN NOTES AND EXPLAINED THE FIRST TIME WE EVEN HEARD ABOUT IT WASNT UNTIL WE CALLED HIM A MONTH LATER WHEN WE RECEIVED A NEW ORDER FOR A DIFFERENT MASK AND WE TOLD HIM THAT WE COULD NOT SUPPLY UNTIL HE WAS ELIGIBLE. THAT IS WHEN HE CLAIMED HE NEVER RECEIVED ORDER. PT THEN CLAIMS HE HAS NOT LIVED AT ADDRESS WE HAVE ON FILE FOR A YEAR, BUT WHEN I ASKED HOW HE RECEIVED THE BILL AT THAT ADDRESS HE "DIDNT WANT TO GO INTO DETAILS". I ALSO ADDED THAT THE "OLD ADDRESS" IS THE ADDRESS THAT THE DOCTOR SENT US AS WELL. HE THEN CLAIMED THAT HE CALLED WITHIN THE FIRST 10 BUS DAYS TO TELL US THAT THE PACKAGE NEVER ARRIVED, WHEN I ASKED HIM WHAT NUMBER HE CALLED IN SO I CAN TRACK IT, HE THEN SAID THAT HIS DOCTOR CALLED IT IN FOR HIM. PATIENT ENDED UP PAYING THE BILL OF $151.46.Thank you,

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 am dissatisfied 100% with this response. Their response is nothing but a bunch of excuses. We dont live in the 1970's. Whoever signed for the deliveries can be verified by calling the carrier[redacted] or whoever) or going to their website using the delivery tracking number- which I dont have(Have they called the delivery company??). These delivery companies record everything. Including the GPS/time of delivery/address/signature/Name of the person receiving/ etc. Obviously this company has customer service, accounting, customer order entry, training, and logistics problems. I dont have time to argue over very clear cut issues like these. The fact of the matter is, I did not receive the items that I ordered.

Regards,

Business

Response:

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

Review: HISTORY

On March 20, 2013, in response to a medical prescription for same, my husband was dispensed a pressurized airway device (commonly known as a C-PAP), and related necessary equipment. The dispensing entity was Preferred Homecare in Reno, NV.

My husband started use of the medical device immediately. His mask had to be refitted twice, between late March and early April. He continued use while traveling abroad from April 12, 2013 to May 11, 2013, and believes he reached “compliance” (meaning more than four hours of use for at least 70% of a 30-day window) within this period. Upon his return to the US, on at least three occasions thereafter he submitted an SD card to the Reno office, and was informed shortly thereafter that the card was corrupted and unable to be read, and that he would have to re-submit. Mr. [redacted] believes he should have reached compliance per insurance standards on or about the end of April, 2013 or early May, 2013.

In June 2014, we relocated from Nevada to another state. An invoice was requested at this time. None was received.

During each of the following months, either I or my husband attempted to communicate with the billing department of Preferred Homecare, seeking to understand the billing, our responsibility, our insurance company’s responsibility, and when we would invoice receive an invoice. We were steered to [redacted], a supervisor in the billing department. We inquired at various intervals over the next six months if someone else could assist us, and each time we were referred to [redacted] who was the “only person” who could assist.

The problem of dealing solely with Ms. [redacted] is that she is rarely available. In nearly every single telephone call, Ms. [redacted] was unavailable. Repeated messages went unanswered for days and weeks at a time. Ms. [redacted] more often than not returned the call, but never within a reasonable business response window – typically, more than seven business days elapsed before she would return the call. When a call was returned, sometimes a conversation was held, and if not, a message would be left with no responding detail, and the cycle would begin again.

In July 2013, we contacted Preferred Homecare in Arizona and an invoice was requested at this time. None was received. Preferred Homecare in Nevada continued to state that “billing” would submit the matter to insurance, but it could take “some time.”

In August 2013, we contacted Preferred Homecare in Arizona and an invoice was requested at this time. None was received. Preferred Homecare in Nevada continued to state that “billing” would submit the matter to insurance, but it could take “some time.”

In September 2013, under the care of another doctor in his new state of residence, my husband informed Preferred Homecare in Arizona and Nevada that no further use of the C-PAP was necessary. An invoice was requested at this time. None was received.

On one rare occasions when one of us did speak directly to Ms. [redacted], my husband had an extended conversation with her, believed to be sometime in October 2014. Ms. [redacted] explained that some claims had been rejected by our health insurance company, and she then later stated that he had the option to pay $367.25 to Preferred Homecare, and to return the machine. He stated to Ms. [redacted] that he wanted to discuss the matter with our insurance company in order to ascertain if the matter had been submitted for billing yet, and to understand any responsibility we bore. It is worth noting that my husband, a native of the United Kingdom who is unfamiliar with the American health insurance system, had justifiable questions about our share of expenses, and wished to see documentation of same before simply paying it. My husband at this time again requested an invoice, and none was received.

In November 2013, under the care of another doctor in his new state of residence, my husband informed Preferred Homecare that no further use of the C-PAP was necessary.

An invoice was requested at this time. None was received.

In January 2014, I contacted Preferred Homecare in Arizona and an invoice was requested at this time. None was received.

On or about February 14, 2014, I communicated with “[redacted]” at the Mesa office of Preferred Homecare. I reiterated our situation, and he stated that “some kind of a bill is processing but it’s not complete yet.” I pressed him for detail, and he stated that it appeared to be an invoice of approximately $990, and that he would have the invoice expedited and sent to me.

In late February 2014, I finally received, for the first time, an invoice from Preferred Homecare in Phoenix, AZ. Its single entry notes a Service Date of July 30, 2013, and an amount owed of $625.50.

Having received the Preferred Homecare invoice, I then contacted our health insurance company and requested the claims history and insurance decisions. The representative I spoke with reviewed the claims history by telephone and stated that the billing had been improperly submitted “at least a couple of times”, specifically in May, June and July 2013. She stated that “at least one claim” was denied in June 2013 and said is had been redirected to Preferred Homecare with the instructions to resubmit.

In March 2014, I attempted multiple times to reach Ms. [redacted] (March 3, March 7, March 14, March 18, March 19). Finally, in conversation with her on March 19, she stated that she ha spoken with my husband “several times” the previous fall, and that she had given him an option “at that time” to pay $367.25 and to return the machine, and that she had furthermore promised she would repay that $367.25 through refunding. I asked if this had been presented in any form other than verbally, and she said “no, but he understood.” I said I found it hard to believe that my husband, when presented with a resolution that resulted in no financial responsibility for us, would fail to accept that resolution. She reiterated several times that my spouse had been presented with this option, but that the time to “take us up on that” had lapsed. I asked when it had lapsed, and she stated that the option had lapsed when I spoke with [redacted] in February 2014. She further stated that we could not expect that Preferred Homecare would hold out an offer “indefinitely”. I inquired of Ms. [redacted] about the alleged billing improprieties, and she had no response. I informed Ms. [redacted] that this was an insufficient and inappropriate resolution, and asked to whom I could escalate the matter. She referred me to [redacted] of the Reno, NV office of Preferred Homecare.

Shortly after the call with Ms. [redacted] had ended on March 14, 2014, Ms. [redacted] telephoned me of her own accord. She stated that she wished to clarify a mistake in the previous conversation, and that in fact the offer was to pay $367.25 and return the machine, and that no refund would be effected. She again stated that “your husband understood this”, notably ignoring the fact that she herself had made contradictory statements to me within the previous hour. We agreed that the matter would have to be escalated to Mr. [redacted], and the call ended.

I telephoned and left a message for Mr. [redacted] that same day, March 14, 2014. Over the next 14 days we played another extended game of “telephone tag”. We finally connected on March 21, and in a conversation with my husband participating, I reviewed the situation with him, starting with the equipment dispensing one year prior, lack of billing until 11 months later, lack of clarity in when the insurance company ought to have been billed and with what result, lack of clarity in what resolution was being offered by Preferred Homecare for the situation in light of the protracted struggle for information and stated cessation of use of the C-PAP since September 2013. Mr. [redacted] promised to research the matter and we set a date to talk on March 24.

On March 24, I was unavoidably not available for the scheduled call with Mr. [redacted]. I returned the call on March 25, and again on March 27 and March 28. On March 31, again after multiple calls, we spoke. The conversation was abrupt and unfriendly. In summary, Mr. [redacted] stated that the C-PAP had been properly billed to the insurance company. When I raised the previous statement in February from the insurance company, Mr. [redacted] stated flatly, “We discussed that with them, and they said no one told you that.” He reiterated that the C-PAP had been properly billed, and that we owed $992 (I did not catch the exact amount). When I reiterated that this matter had dragged on for more than a year, he said “yes, it appears that you guys call and talk to someone different each time and tell each of them a different story.” I stated that we had for the previous nine months pursued the matter with Preferred Homecare as directed by its representatives, he said “well, you didn’t talk to me.” I underscored that we had been directed solely to Ms. [redacted] since July 2013. Mr. [redacted] stated that he would hold the matter from collections for 2 weeks, and thereafter refer it. I stated that the resolution was not in fact any kind of a resolution, but only a requirement to pay the entire bill, without consideration of the previous 12 months of inchoate communication, and disuse of the equipment not long after dispensing due to a relocation. Mr. [redacted] said that had the matter been charged as a rental we would owe in the neighborhood of $775, but that it was “now a purchase, and you can’t expect us to hold open something else forever.” Very shortly thereafter, he quickly stated “I have nothing more to say to you, goodbye” and hung up the telephone before I had a chance to respond.

Ono March 31, 2014, I received the second of two invoices from Preferred Homecare. It again bears the single line entry for the C-PAP, and states that $625.50 is owed.

DILATORY, INAPPROPRIATE AND UNFAIR BUSINESS PRACTICES

Preferred Homecare’s delayed billing, and the sustained pattern of failure to communicate in response to countless telephone calls, failure to publish or follow a clear escalation or resolution process are all suspect business practices. It appears that Preferred Homecare is deliberately dilatory in all aspects, save dispensing the equipment for which an invoice is later sent, upwards of a year later. This causes confusion and frustration on the part of the consumer.

Preferred Homecare has failed to communicate clearly with us as the consumer. While possessing no invoice or delineation of charges, we were expected to decide, apparently on the spot, to resolve this dispute. However, that same “resolution” expired on some unknown date in February 2014, unrelated to the pendency of this dispute. Furthermore, although Ms. [redacted] opined that she was certain my husband understood the resolution presented to him, she herself misstated it to me on March 19, 2014. How can a consumer [redacted]e an intelligent and informed decision while deprived of written details, time and opportunity to review and consider those details, and when the resolution itself is presented with less than clarity? This is unfair.

Despite Mr. [redacted]’s rude insinuation, we do not seek to avoid our reasonable fiscal responsibility. In a separate situation involving Preferred Homecare, we were dispensed a nebulizer by our Reno, NV pediatrician’s office in November 2012. Nearly exactly one year later, having long ago moved to another state, we received an invoice of $100 for our share of the nebulizer cost. The invoice arrived from Preferred Homecare in Phoenix, AZ. I called to discuss with Preferred Homecare, and was again referred to [redacted]. Many weeks lapsed of unreturned calls, and then randomly returned calls with no follow-through. During one of these lapses, I reflected on the matter and decided that we were still using the equipment into December 2012, and that I would therefore pay the invoice, and did so in January 2014. Despite the extremely poor handling of the matter by Preferred Homecare, beginning with the billing almost exactly one year after the equipment had been dispensed, we were continued beneficiaries of the nebulizer and it was appropriate to pay for its completed purchase.

However, the improper, untimely and confusing actions of Preferred Homecare in this matter deserve no such resolution. Its conduct in this matter is proof positive of inappropriate business practices. We submit this complaint to you, the Revdex.com, in hopes that there will be appropriate review and resolution of this matter.Desired Settlement: Patient/customer returns unused equipment; invoice is voided; Headquarters responds in writing to this complaint.

Business

Response:

I would like to apologize for the frustration that Ms. [redacted] and her husband, Mr. [redacted], have experienced and assure them that it is never the intention of Preferred Homecare (PHC) to provide less than satisfactory service to our patients and their families. However, this matter has been reviewed and PHC stands firm on the decision that the balance in question is in fact owed.

Ms. [redacted] has provided her account of everything that took place and I have attached a timeline that reflects services, as well as all of the calls made between Ms. [redacted]/Mr. [redacted] and Preferred Homecare, with a notes from each conversation. While Ms. [redacted] contends that the main issue is how/when they were billed, the bigger problem and the reason their bill is so high is the fact that they had a deductible on their insurance that was not met. This means that until that amount is met, all services are to be paid out of pocket by the patient.

It is the responsibility of the patient to understand their insurance coverage and they are financially responsible for any amount the insurance does not pay. A copy of our policy is provided to the patient at the time of setup (attached). PHC collects co-pays upfront and then our billing practice is to first bill the insurance company. Once the payment and response is received, if an additional balance is owed by the patient, a bill is sent out. In Mr. [redacted]’s case, we were unable to submit our bill to the insurance company until we had full compliance from his download. As you can see from the notes attached, it took several months for the patient to comply with our requests. I understand he was out of the country and unable to visit our office, but this is why the billing was delayed.

When Mr. [redacted] received the invoice and was upset that the expense was all out of pocket, we explained that the deductible was not met and advised that he contact his insurance company for more information on that. However, we also understood his frustration with the situation and attempted to help by only charging him for the initial setup and use of the equipment, $367.25, and agreeing to refund/waive the additional convert to purchase amount of $625.50, if he returned the equipment. This did not appease either Mr. [redacted] or Ms. [redacted], both seemed to believe that they should be able to keep the equipment and not pay for any of it. This offer, in attempt to reconcile this issue, was made in September of 2013 and we were still willing to uphold it all the way through March 2014. During the last conversation with Ms. [redacted] on March 31st, she maintained her position that they were unwilling to pay for anything and the decision was made to send the account to collections. The amount of $992.75 is now due to TSA Collections. Payment arrangements can be made by calling ([redacted].

Preferred Homecare believes that we made a genuine effort to resolve this matter fairly, and finds the allegations of “dilatory, inappropriate and unfair business practices” to be unwarranted. We hope that this matter with the Revdex.com can 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

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 made no attempt to resolve this complaint.Furthermore, the decision by Preferred HomeCare as stated in the letter received by complainant is based at least in part on statements that are inaccurate and patently false. Specifically, Preferred HomeCare stated in its April 24, 014 response that we "seemed to believe that they should be able to keep the equipment and not pay for any of it. This offer, in attempt to reconcile this issue, was made in September of 2013 and we were still willing to uphold it all the way through March 2014. During the last conversation with {Complainant} on March 31st, she maintained her position that they were unwilling to pay for anything and the decision was made to send the account to collections. The amount of $992.75 is now due to TSA Collections.."At no juncture during this protracted situation has either of us stated we were or are unwilling to pay for anything. Our efforts to communicate with Preferred HomeCare and understand its position spanned several months, as detailed in our original complaint. Preferred HomeCare's unflattering characterization of us is wholly untrue, and yet another effort dodge its responsibility to answer for its dilatory and unfair business practices.Furthermore, we have since the initiation of this complaint received a collections letter for the amount of $992.75. This letter, dated April 17, 2014, demands payment of this amount, yet as detailed in our complaint, we have _never_ received a written invoice from Preferred HomeCare for this amount. There has been no invoice, let alone written explanation or detail, of these charges. As noted in our original complaint, we have no invoice or delineation of charges. It is Preferred HomeCare's responsibility to provide this. Instead, Preferred HomeCare has jumped to a "monies owed" stage, and defended that continued position at least in part on untruths. As stated repeatedly to Preferred HomeCare and also in our complaint, we do not seek to avoid our reasonable fiscal responsibility. However, Preferred HomeCare has shirked its responsibilities of timely and clear communication, and continues to, as no explanation of the invoiced amount is yet offered, despite its submission of this matter to a collections agency. Were this matter to continue to collections and to court, Preferred HomeCare would be liable for its actions as well as for any resulting damage or injury.We refuse to withdraw this complaint, until and unless our matter has been addressed on the merits by Preferred HomeCare.Regards,Complainants

Business

Response:

Preferred Homecare remains firm in its position, detailed in my initial response. We attempted to work with the patient, Mr. [redacted], and his wife, Ms. [redacted], on this issue and I believe that we offered a fair resolution in September 2013. The option was available to them until March 31, 2014. This was more than sufficient time for them to act; even paying a small portion of what was owed could have kept the account from going to collections. However, they continued to argue their financial responsibility in the matter and were unwilling to participate in any resolution that involved payment. Unfortunately, there is nothing more we can do for this customer; they waited too long to act and the account has been sold to collections.

Additionally, PHC denies the allegations that the patient’s invoice has never been sent. I have attached an itemized statement, as well as the Explanation of Benefits from the insurance company. These documents were all previously mailed to Mr. [redacted].

Thank you,

Privacy Officer

Risk Manager

Preferred Homecare,

LifeCare Solutions, &

Comprehensive Sleep Solutions

Review: I have several complaints with [redacted] also known as Preferred Home Care. The most recent being I was billed for service I had not recieved. The bill was very vague. When I called and questioned why I was recieving a bill the representative could not tell me. The response I recieved was that I had medical equipment through [redacted] and that my account showed "no patient liablity" but the person could not tell me what the charges were for or why I recieved a bill. So I asked do I ignore the charges,the representive told me they could not tell me what action to take because he didn't know why I was recieving a bill. I ask you, what is the use in having a number to call about billing questions if the questions can not be answered? Then I recieve a letter from a collection agency a few months later. So, I call [redacted] and request an itemized statement of charges for the year. Two and half weeks and a second request later, I still have not recieved an itemized statement. Therefore, I do not know how to respond to the collections letter and my 30 days to dispute the charges has expired. Now, I have to pay the collection agency over $500 for charges that I do not know why I incurred. I have also had issues with ordering supplies and the professionalism of a few of the respiratory therapists who have come to my home to service my equipment in the past.Desired Settlement: [redacted]'s actions will have a negative affect on my excellent credit score. A refund will not change the negative affect on my credit score, but will justify being charged for services I may or may not have recieve. If [redacted] can provide me with legitimate documentation for the charges to my account for the year, not just what was turned over to collections, or refund the $536.18 I paid to collections, I will consider this issue resolved.

Business

Response:

I would like to apologize for the frustration that Ms. Hayes has experienced, and assure her that it is never the intention of [redacted]) to provide less than satisfactory service to our patients and their families. However, [redacted] denies the allegations that Ms. [redacted] was overcharged for services.

Ms. [redacted] has always been aware of the 20% copay on her ventilator. In 2012 this was $240.00 per month and in 2013 it was 243.64 per month. However, we’ve actually never charged her the full amount we were allowed, and only charged

$226.59 and $228.41, respectively. Ms. Hayes did apply for financial assistance, but unfortunately did not qualify; she was made aware of this in April 2012. In April 2013 we wrote off a total of $2,521.35 in unpaid copays. We've effectively forgiven this balance, but it's not forgotten and was truly owed. Going forward in 2013, Ms. [redacted] was sent an invoice every month and was eventually sent to collections, for $456.82, after non-payment, and failing to set up payment arrangements, which was an option offered to her.

This company is very deceitful when giving information relative to equipment order for patient. They indicate product was sent and were notified delivery was never attempted but continue to want to use same delivery service. When questions on locations of pick up of equipment they are very vague and not forth coming with correct information, like phone and address. I am very sorry we have to rely on them for my families medical equipment.

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

Business

Response:

A review of this account has been completed and Preferred Homecare (PHC) was able to identify that per the Patient's Explanation of Benefits the Patient would have a $50.00 co-insurance charge for the 8/4/2015 DOS. PHC had incorrectly billed the Patient a 20% co-insurance of $28.63. PHC did receive notification from the PT’s insurance on 8/28/2015 by phone that the PT’s would owe a higher co-insurance charge, but the official Explanation of Benefits from the Patient's insurance was not received until 9/29/2015.

The billing department does not show the Patient has called into voice any concerns regarding her account. If the patient is mailing back correspondence in the payment envelope, this address is only for payments, this is an automated system that will only process payments and does not read correspondence which is why the invoices states only “Mail Payment to:” Our invoices do state that for any questions to contact us. The account has now been corrected to reflect the appropriate amount owed by the Patient in the amount of $50.00 for the 8/4/2015 DOS. An updated statement has been mailed out to reflect the changes per the patient request to receive only correspondence by mail or email.

Thank you

Consumer

Response:

There is no response so far from the business.

Business

Response:

Attached is the Benefits Detail from [redacted] Plus 4000, this shows what Her covered [redacted] benefits are. There is no other explanation, [redacted] co-pay is $50.

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

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.After receiving this response I contacted [redacted] and spoke with Linda. I was told the original claim#[redacted] was received on 1/27/14 and was denied requesting information at that time the claim numbers are left open waiting for the information. [redacted] then received another 2 claims on 8/9/14 with a new claim numbers both were rejected as duplicate claims. On 12/29/14 [redacted] received the information requested and cut an electronic check that was cashed on 1/2/15 by Life Care Solutions. On the copy of the E.O.B. (Explaination Of Benefits) from [redacted] issued on 12/29/14 states: Service Date 1/17/14 Total Billed $84.00 Patient Savings $52.44/01 Applied to Deductible $0.00 Claims Payment $31.56. Detail Message on the 01 on Patient Savings says "This is the amount in excess of the maximum allowed amount for a participating provider. The member therefore, is not responsible for this amount." I was told by [redacted] this is a provider write off. But then I received that bill on 2/10/15 for $31.56 + $15 Late Fee. That I should have never received since payment was made by [redacted] on 1/2/15. On 2/20/15 I did have a 3 way conference call with Life Care Solutions Billing, [redacted] and myself. When [redacted] explained to Life Care that I was not responsible for the bill and that payment had been made by [redacted]. That they did not seem to be aware of. We were put on hold while it was looked up. I do not know why my son's 2nd insurance would be billed for the balance as stated in previous response. My bill from the beginning was $31.56 which was paid by [redacted].

Regards,

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

Business

Response:

May 28, 2014 Revdex.com[redacted] Re: Complaint ID# [redacted] Thank you for the opportunity to respond to Ms. [redacted]’s complaint about how her damaged scooter was repaired. Preferred Homecare (PHC) did evaluate the member’s scooter after it was involved in an accident. Based on our technician’s review of the existing damages, we proceeded with repairs that were completed on 4/3/14 and her scooter was returned to her on 4/9/14. The member contacted PHC on 4/22/14 and stated that all of the repairs were not completed and that additional work needed to be done. PHC performed the repairs that we thought were appropriate at the time. Based on the member’s feelings that additional repairs were necessary, PHC will perform additional work on her scooter that will hopefully alleviate the issues and will be satisfactory to the member. These additional repairs will be at no charge to the member or her insurance company. Once again thank you for the opportunity to address the member’s issues with PHC and we hope this resolution will be satisfactory to her. Best Regards, [redacted]Regional Account Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please see attached.

Regards,

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please see attached.

Regards,

Business

Response:

The original repairs for Ms. [redacted] should never have been billed to the member. The FBI was contracted to make the payment. The error was made by not loading a payor into the account thereby sending the bill to the patient. The staff member that made the error is in fact no longer with Preferred Homecare. The $242.81 charge has been removed from the members account by the Accounts Receivable Supervisor. No further bills for this date of service will be sent to the member. Thank you

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

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

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

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

We are sticking with our original offer to them:

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

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

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

Business

Response:

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

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

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

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

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

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

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