Preferred Homecare

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

Business

Response:

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

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

Business

Response:

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

Consumer

Response:

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

Regards,

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

Consumer

Response:

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

Business

Response:

This will simply be a he said she said scenario.

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

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

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

Monday at 2:01

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

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

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

Business

Response:

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

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

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

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

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

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

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

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

Business

Response:

May 29, 2014 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585602-264-5299 ¦602-798-8279arizonaRevdex.com.org Re: Complaint ID# [redacted] A review of Mr. [redacted] file shows that he is behind one month in rental payments for his oxygen. His current balance is $30.82. No letters have been received from Mr. [redacted] nor have any phone calls been logged referencing the balance on his account. Mr. [redacted] was called today by PHC billing staff after receipt of his complaint. A message was left for a return call to discuss his account and to offer to email him an itemized statement. The statement in question has been attached for your reference. Thank you for giving Preferred Homecare the opportunity to address Mr. [redacted] concern. Best Regards, [redacted]Regional Account Manager

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

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

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

visit on April 17th.

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

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

Business

Response:

This PT was provided o2 equipment Per their Doctors request . We only provide equipment through a formal physician order. I have included a copy of the order showing that this is a valid order that was processed by Preferred Homecare through their treating physician at that time.When the PT was provided their o2 equipment they were required to sign for it as well. On this agreement the PT states they would pay for whatever costs that their insurance would not cover according to their policy. They were notified up front that they would have a cost. I have included the work-order which was signed by the PT stating that they understood this information at their set up. I do show the PT called in and on 5/18/2015 and requested a pick-up of the o2 equipment going against the original physician orders as we never received a discharge from the patients doctor. We attempted several times to pick up the equipment but the official pick up was completed on 6/5/2015. We stop billing as of the date the PT requests the pick-up which is 5/18/2015. The PT would be responsible for all DOS prior to this request for PU. The final DOS the Patient would owe for would be for the 5/14/2015 DOS. I have included a print screen of the note from the date they made the initial request for pick-up. Please let me know if you have any questions.

Consumer

Response:

Revdex.com4428 N. 12th StPhoenix, Arizona 85014 RE: Complaint ID#[redacted]I am in receipt of your letter of October 5. I consider this issue closed as I have paid in full all reasonable charges.My initial complaint pretty much outlined my concerns. However, after reviewing your enclosed documents I am not pleased that you have ANY of my medical records. There were still a number of questionable data.* I have no idea who the attending and referral physicals are. My doctors wereG[redacted], A[redacted] and D[redacted] - neither of whom ordered that equipment.* No one ever spoke to me of needing the equipment. No one gave meinstructions.* They did call me several times to pick up equipment but refused to do it after2pm. (I work).* I did think it odd - if not totally unprofessional that two days after they finally picked up the equipment they called to set up an appointment to deliver yet another machine.And if this whole mess does not affect my credit report I want nothing more to do with this company.

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

Business

Response:

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

Consumer

Response:

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

I was not receiving invoices. Even before the move you had stopped sending statements. I had no handy dandy envelope with addresses and phone numbers. Payments were sent to an address I had written down in a notebook, the checks had patient name and account number on them as well as a note with same. They were sent in hand addressed envelopes. While the checks were all cashed, I have no way of knowing whether or not payment was applied to the account because I was not getting statements. I changed addresses with this company the way I did with every other creditor. You are the only ones who failed to acknowledge, or send a statement.

Regards,

Business

Response:

As previously noted. The payment address is only for payments. I have included examples of our invoices where it states that payments should be mailed to our payment address: This address is only for payments, this is an automated system that will only process payments and does not read correspondence which is why the invoices states only “Mail Payment to:” Our invoices do state that for any questions to contact us. This would include any questions as to why they were not receiving any invoices if they were concerned about them. If also included a portion of the invoice that includes this on it. We made several attempts to mail out invoices to the PT as previously stated but since the PT failed to call PHC to provide updated information the account was sent to collections for non-payment. PT has paid off collections balance with collection agency on 9/25/2015. PT now has a zero balance with Preferred Homecare and with the collection agency.

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

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I would like more details on this answer? I will send my last payment of $2.37 in July. Will this be all that is expected of me? Do I need to return the machine or is it mine to keep?

Regards,

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

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

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

Business

Response:

The patient did apply for financial assistance however we have requested she provided us with required documentation which she has refused to do. We do have some documentation from her but not everything that is required to process the application. We had her account on hold to allow her time to provide the information however on 9/23/2014 she spoke with the supervisor who handles the financial assistance applications and she again refused to provided us with the needed documents and she disconnected the call. Her account has been reinstated and she is receiving bills again for her portion.

Consumer

Response:

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

Regards,

Amelia Pauly

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

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

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

Mercy Care to immediately cancel their contract with Preferred Homecare!

Business

Response:

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

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

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

Review: I got behind on my monthly payments with this company. When I attempted to catch up, they had listed every monthly payment as a separate account, so that even though I was making payments and attempting to catch up, I still ended up with 2 collections accounts on my credit report. The payments were for a single device that I was almost done paying for.

Their billing practices are unethical, and confusing. I was getting three and four different bills in the mail, and had no clue what the full balances were, or which needed to be paid first.

When I attempted to pay the balances that were listed with their collections contractor, they would not take my payment and referred me to the collector - the collector took the payment, but it is now just sitting there.

This has ruined my credit rating, and I am in the process of buying my first home. This is the only bad mark on my credit.Desired Settlement: I want this removed from my credit report, not closed but removed. I was in constant contact with this company. I made payments to them and their collector.

Business

Response:

This PT is disputing that they should not have been sent to collections as they were making payments to PHC. PT was sent to collections for DOS from 9/25/2014 to 11/29/2014. The reason for this was the PT stopped making payments from 9/24/2014 then started making payments again on 3/18/2015. They went 6 months without making a payment which eventually had them sent to collections on 3/11/2015. Prior to them making a payments to PHC on 3/18/2015. They then started only making $10.00 payments on 3/18/2015, 4/14/2015 then a $20 payment on 5/28/2015, then another $10 payment on 6/22/2015. These payments in the amount of $60 were put on the account as a credit as the payments came in after the PT was sent to collections so we went ahead and applied those payments to the collection agency balances. PT now has a collection balance of $111.13. The PT called in on 7/27/2015 and they stated they did make a payment in the amount of $181.58 to the collection agency. We have confirmed the collection agency did receive this payment. We currently are waiting on a reply back to see if the agency can refund the PT $70.44 as they have now overpaid.I just heard back from our contact with Strategic. She stated she would contact the agency to get the refund processes started and if they have any questions they will contact us. So we should be set to go with this PT. Unfortunately the Payments the PT made were after they were sent to collections and are valid charges so we cannot remove the dings against her credit rating. She can always contact the agency for a letter or resolution so she can submit that to hopefully help the home purchase. Let me know if you have any more questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10733226, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Creating a separate account for each monthly payment made this confusing and I was unable to get current. Obviously, you were paid for this CPAP device, as I am now paid in full. Attempting to pay this account was impossible when all accounts were not linked, and there was no way to determine what was actually due, where it was, and who needed to be paidHow is it legal to list a single purchase as multiple accounts?If a person fails to make payments on their car - each payment is not a separate account. This is a single item purchase, at the most it should be a single item on my credit- not two or more. I refuse to accept multiple accounts appearing on my credit rating when I only purchased ONE item from Preferred Homecare.This is an unfair business practice, especially in light of the thousands of dollars my health plan paid on this device.rds,

Business

Response:

This Patient has had two separate balances sent to collections at separate times. One balance was sent to collections and one continued with PHC. When the second balance with PHC went past due this one was sent to collections. This will all fall under the same account but does count as separate occurrences, as we gave the patient the opportunity to bring the account current before having the next balance sent. PHC is unable to add the new occurrences to an old report as the PT is requesting. We have reported all payments to the agency as of the dates they were paid; this will update the patient’s credit history according to how the payments were received as well. All the reports of payments that we have made will be updated with-in 30 days with the credit agencies by the collections company. The collection agency is able to provide a letter of resolution as well if needed. They can be contacted at [redacted] for this documentation if needed.

Review: I brokw my leg and had surgery to repair the break. Prior to surgery I went and rented a knee scotter as my doctor recommend. I went and rented a scooter for $125 for 6 weeks. The day after my surgery I was called by someone at preferred homecare and they said that they hot notified from my doctor I needed a scooter and said that the doctors officed provided ally insurance info and the total cost to me would only be $45. I notified the rep I already had one but if the only cost would be $45 I would take it. I verified the cost for $45 and she said yes and said I would get an invoice for $45 upon delivery.

I received the delivery and got an invoice for $45 and returned my other scooter and ended up payong $40. 2 months later I recieve a bill for $238. Confused I called and the rep said this was the price and demanded payment. I told them the situation and they provided me with another number. When I called and explained this situation they sent me back to the other department. Ive called 4x about this and requested manager call back. I never get a call back. I would like to pay the $125 inwhich I was already set to pay when I got my first scooter.Desired Settlement: I would like to pay the $125 in which I was going to pay before preferred homecare got involded

Business

Response:

This PT was provided a knee walker on 1/9/2015. The Knee walker provided was a purchase item and had an initial 20% co-insurance charge of $47.60. The remaining 80% was then processed to his insurance, which he never paid. The other 80% was then sent to his insurance and it processed to UHC against the PT’s deductible so the PT would now need to pay the full purchase price of $238.00. It is the PT’s responsibility to know his benefits, although we do our best to provide him with all the information we can obtain. The PT called in on 3/18/2015 to see why he was billed. We advised him of his deductible charge and the PT was unhappy because he didn’t know it wouldn’t be paid for by the insurance. He was transferred to the branch customer service department. The PT was sent several letters from 4/2/2015, 5/5/2015, and 6/2/2015 letting him know that he would have this responsibility and we now just heard from him again on 7/2/2015, and was told that he would be charged $238.00 due to his DED not being met, and could verify this charge with his insurance. He stated he had spoken with them but then tried to negotiate a price of $100 for the purchase but was told we cannot. He stated that he would pay the $100 and then wished for the remaining balance to be sent to collections. PT has not paid the $100 and was sent to collections for non-payment due to the final due date being passed. PT will now have to work through NSB collections. He can contact them at ###-###-#### to set up payment arrangements.

Review: My wife had a stroke and is bound to a wheel chair. I had put her chair in for repair because the batteries were bad along with the IV pole and the arm rest for my wife's paralyzed arm. It as been over a month and no call from this company, I have called several times, left messages and no one will call me back. I need to know what is going on with the parts on order.Desired Settlement: I want my wife's wheelchair fixed and them held accountable for their terrible business practice

Business

Response:

Preferred Homecare apologizes for the lack of communication in notifying the member of delays associated with the repair of her wheelchair. The [redacted] manager, [redacted], called Mr. [redacted] and explained what had happened and apologized to him directly. We had a customer service representative that did not do a good job in keeping Mr. [redacted] informed as to the ordering and availability of parts. The repair of his wife's chair was successfully completed on 9/24/14. Ms. [redacted] communicated to Mr. [redacted] that she would personnally counsel and discipline the customer service rep and would call Mr. [redacted] on 9/30 to explain to him the results of the employee couseling and to check on the status of his wife'e chair.

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. If they do not then this matter is not closed and if in the future I expect to be notified in a timely matter of any and all update or situations that pertain to my wife's needs.

Regards,

Review: Product was ordered and charged to visa on 4/9/14. When delivered was refused do to not being the product that I wanted, and was wanting a refund. Same thing occurred on 4/11/14, but product was returned on 4/18/14, do to being a inferior product. Have contacted them by phone several times asking when my refund credit would go back on my card. I was told it had been approved for the credit just hadn't gotten around to it.

Filed a complaint with credit card company on 5/11/14.Desired Settlement: This company needs to be more efficient on their credit return policy. I have never ever dealt with a company that took so long for a credit.

Business

Response:

I would like to apologize 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. Unfortunately, sometimes errors or delays do occur.

We processed Ms. [redacted] refund on 5/7/2014. I have attached copies of the transaction receipts. It’s likely that her credit card company takes a few days to process and show the transaction.

I hope that I have addressed Ms. [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,

Review: See attached docDesired Settlement: See attached doc

Business

Response:

Attached is the response mailed to patient's husband.

Review: My daughter has a disorder called [redacted], to keep her alive we were required to get a CO2 end title monitor from Preferred Home care. [redacted] the lead Respiratory therapist sent out a piece or equipment that was built in 2005, it smelled like it was burning. My insurance and I were told that it was a brand new piece of equipment and when we called the manufacturer they had no record that it had ever been serviced. We sent it back. We then got a 2006 Nico 2 that is no longer in service. It had no book, and the RT that brought it out didn't kn ow how to use it. He was told to tell us that all questions must go through [redacted]. IT was brought at 5:30 pm on Friday with no instructions and no way to get any until the following week. The company ([redacted]) told me that it was a brand new piece of equipment and it was built in 2006 and has never been calibrated. It doesn't work and it is putting my childs life in danger.Desired Settlement: I want [redacted] to pay for lying to us about these co2 monitors and I want my daughter to be safe and healthy and that will not happen with this co2 monitor. I want to talk to the corporate office.

Business

Response:

June 3, 2014 Revdex.com[redacted]Phoenix, AZ [redacted]###-###-#### ¦###-###-####arizonaRevdex.com.org Re: Complaint ID# [redacted] Thank you for the opportunity to review Ms. [redacted]’s complaint and to resolve the situation to everyone’s satisfaction. A CO2 monitor was ordered for Ms. [redacted]’s daughter and Preferred Homecare (PHC) attempted to provide the appropriate equipment. Unfortunately. PHC does not provide CO2 monitor units as they are out of our scope of service. In an effort to service the member as best we could we were able to provide a used CO2 monitor. We disagree with Ms. [redacted] as to her assertion she was promised a brand new CO2 monitor by [redacted], Respiratory Supervisor. We do not carry CO2 monitors in stock as I mentioned they are outside of our scope of service, so the promise of a new unit was never made. After the first unit malfunctioned for reason unknown, another certified used unit was provided that was also not satisfactory to the family due the size of the unit and lack of portability. In an effort to assist Ms. [redacted] in securing the equipment that her daughter needs, [redacted], PHC Clinical Manager, called and spoke with Ms [redacted] today June 2nd, in order to explain PHC’s position. He explained the CO2 monitor was out of our scope but PHC is willing to order a new portable CO2 for her daughter. We are in the process of ordering the equipment and will contact Ms. [redacted] when the equipment is available. PHC will stay in contact with Ms. [redacted] so she is kept aware of the processing of the order. Please let me know if PHC can be of any further assistance. Best Regards, [redacted]Regional Account Manager

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 as soon as the "NEW" co2 unit is delivered.

Regards,