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Preferred Homecare Reviews (413)

Review: I rented a wheelchair for my father in Az. on 3/21/14. They required 1st mo payment before delivery. We decided he didn't need it and cancelled it the following morning before it was delivered. I was not told that the policy is to give store credit unless I request a refund. I assumed I would be getting a credit in my bank account from them. I waited a month before calling them about my refund and was still not told of their policy. I called on 4/22 and was told they would email their supervisor to see why it hasn't been processed. I called again on 4/29 and was told they would check with their supervisor. I called back on 4/30 and was told it takes about a week to process it. I called back on 5/7 and was finally told about their policy of store credit, and it would take 4-6 weeks from 4/22 and their supervisor was not available. they said they would put a rush on it but no guarantee that it would speed up the process.Desired Settlement: I would like to see them be required to inform the customer of their policy on refunds when and if the customer cancels service or a product. It shouldn't take 3 months to get your money back.

As an MS patient,Continuous Oxygen Doctor ordered a Hospital Bed, This Company Intentionally Delayed the Order of the Hospital Bed for weeks over a $64.00 Billing Dispute. Bed Was covered under [redacted] and the Dispute was an Accounting error from the company. If you do not wish to have your loved ones suffering at the hands of these people please choose another provider.

Review: I have a medical billing dispute problem with this business, which they are aware of. I have tried contacting them to resolve this, but they have not returned my phone calls. They turned my account over to a collection agency and I have paid everything they alleged I owed so as not to have my consumer credit rating compromised, but they have not addressed my concerns regarding the fact that they overcharged me (according to my Medicare insurance provider EOBs) for a medical equipment device and supplies. Their billing practices have been unclear and confusing and not in line with what my [redacted]nsurance company has documented. My insurance company said I owed one amount and Preferred Homecare said I owed another, larger amount. They also billed me twice on a number of occasions for what I had already paid. The amount in dispute is $154.69. I believe this company is guilty of fraudulent billing practices.

Business

Response:

A supervisor in the Reimbursement Department has talked to Mrs. [redacted] During their conversation today 1/7/16 the phone was disconnected. Preferred Homecare is attempting to assist the [redacted] with their billing concerns and will continue to help them to their satisfaction.

Consumer

Response:

The reimbursement supervisor from Preferred Homecare put me on hold during our telephone conversation yesterday. I waited and she never came back on the line. She also never called me back to resume our conversation. We were in the middle of reviewing the EOBs from our health insurance company concerning the amounts in dispute with Preferred Homecare when this happened. This is still unresolved. Also, we are still waiting for documentation that states we will own the BiPAP machine and not have to make any further payments to Preferred Homecare after they receive our Jan. rental payment of $33.39 which is now in the mail.

Business

Response:

The attached letter will be mailed to Mr. & Mrs. Terry today, January 12, 2016.

Review: I received CPAP equipment from this business and was told that I was purchasing it. However the paperwork indicates that it is actually a series of rental payments leading to eventual ownership. Since the number of payments is not indicated on the agreement, I called the manager of the billing dept. requesting a letter outlining the number of payments required. At first the manager refused. After some discussion she agreed to send a letter in approx. a week. After 3 or 4 weeks without a letter I called regarding the status and was told I would get a response in 48 hours. A week has gone by with no response. They should outline the number of payments on the agreement in writing and deliver on their promises of customer service.Desired Settlement: The business should provide information regarding number of rental payments for the CPAP leading to ownership.

Business

Response:

The patient signed a workorder accepting the terms of his insurance and the rental period is all dependent on his insurance policy with [redacted]. Due to policy changes or insurance changes it is not advisable or typical that we send requested “ CTS letter” to a patient that is not a straight Medicare patient. The pt was informed that his equipment was a rental and that it was 13 months as long as he was with [redacted] Insurance.He insisted on a CTS letter so I let him know I would make him one as a courtesy but it would be a very generic letter and that It would have to be reviewed prior to sending. He was mailed the letter on 8/5/2015. The letter is attached.

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.

While I appreciate the fact that the letter was finally sent, it did not meet the time frame promised by the billing manager and came only after I followed up with another employee. Very poor customer service attitude.

Regards,

This is the worst company for medical supplies I have ever had to deal with! My husband got his cpap machine about 3 months ago. Our insurance company is giving us EOBs that are dening the claims that are being sent it. So, I call Preffered home care billing dept, to see how much we would have to owe them. Lets just say that no one likes to call people back, and don't know what they are talking about. I call today, asking agian can someone get back to me and explain what the bottom line is that we owe, just for her to tell me that our account is PAST DUE with them, and that we owe 352$!! EXCUSE ME!!! How in the world is my account past due, but yet we havent even gotten a paper billing statement so we could pay the bill!!!!!!!! She then proceeds to tell that I can go ahead and pay the bill over the phone so we don't go into collections. I tell her, nope not happening, if you want money you send me a bill first then I will be kindly to pay it. She then proceeds to tell that, that when I get my bill NEXT WEEK, to make sure I pay it right away that way its not past due anymore... WHAT A JOKE this company is!!!!

Review: On April 1st I went to pick up the prescribed crutches for my daughter. At the time I asked the salesperson if they will fit my daughter at which he said that they will since they are adjustable. I never had to use them before. When I got home and asked my daughter to try them on, we realized that they are too big, since they are adult crutches and they cannot be adjusted to fit a 14 year old. I called them and told them about the situation, they just instructed me to bring them back for an exchange. At that time we were leaving for a vacation and I decided that I will just go back after our vacation. After the vacation my daughter didn't needed the crutches anymore. Since I live almost 40 miles away from them I wasn't going to make a special trip just for that. I returned the crutches when I was in the area, and they told me since that was more than 30 days that I need to pay for them.Desired Settlement: I feel that since their salesperson miss-instructed me, and the trip cost me lots of time and money, I shouldn't have to pay for the crutches. They already got paid from my insurance company for crutches that they got back.

Business

Response:

The insurance did not pay for the crutches as the PT still had a Deductible that needed to be met. So the balance of 26.07 was transferred to the PT responsibility. Payment of $26.07 was received on 7/6/2015 on the PT’s behalf for the purchase of the crutches. I have also included the notes from the PSR regarding the crutches return:PT FATHER CAME AND RETURNED CRUTCHES 52 DAYS AFTER HE RECV THEM ON 04.01.201505.22.2015 PT FATHER RETURNED THE CRUTCHES, BEFORE I LOOKED AT THE CRUTCHES MY SUP OKAYED A SALES CREDIT, BUT WHEN I WALKED OUT TO THE LOBBY, THEY WERE NOT PACKAGED AND HANDLES AND ARM RESTS WERE DIRTY. FATHER STATED THEY HAD BEEN IN THE BACK OF HIS TRUCK. I INFORMED HIM WE CANNOT TAKE THESE BACK AND ITS BEEN OVER THE 30 DAY RETURN POLICY. HE STATED HE WAS NEVER TOLD ABOUT THE 30 DAY RETURN POLICY FATHER STATED WE GAVE HIM THE WRONG SIZE AND HE WILL CALL HIS INS TO NOT PAY US.

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 crutches were out of the package since we needed to try them on, there is no way to put them back in the original package. They took the crutches back, so I have no crutches that I paid for and no money back, go figure how can you accept something like that?They are not offering me anything back, if they don't want to refund me the money, will they at least give the the crutches back, since I paid for them anyway? Maybe I can donate them to somebody that needs them. What are they offering? Money back or crutches? They probably prefer neither, but you tell me if that is fair?

Regards,

Business

Response:

The Father returned the crutches, and we communicated they were out of the box, and the hand grips and under arm pads were dirty so we could not accept them back and credit them. He left the crutches here with us anyway. We do not keep returned items on hand, that are not able to be placed back in stock. So no refund, and no crutches to return.

Review: Preferred Homecare Medical Oxygen Supplier of Glendale & Mesa Arizona kept either putting me on hold or played telephone musical chairs with my call and kept transferring it all over their office and thereby I never was not able to complete a urgently needed order for urgently needed oxygen tubing and service on my Invacare Oxygen Equipment and I also called Invacare Home Offices on this as well. I had to waste over one hour several times trying to get their totally incompetent employees to stop transferring my call back and forth all over their totally incompetent company to no avail!This also then seriously and needlessly even directly endangered my verylife,as their oxygen tubing had got full of water that could have drown or even killed me as well and this is a ongoing and repeated problem with them. They deserve to have their Medicare/Medicaid Contract Cancelled.Desired Settlement: I Urgently Immediately Need Replacement Oxygen Equipment and Tubing for my Invacare Homefill Oxygen Equipment,before this company employees kill me! Stop playing some strange kind of telephone musical chairs with my calls!And I demand a new Homefill Oxygen Concentrator not another defective andincompetently rebuilt one and more oxygen tubing! I demand Medicare/Medical Cancel their contract with these total incompetents.

Business

Response:

In response to the complaint concerning Mr. [redacted]’s oxygen service received by Preferred Homecare (PHC) on 8/21/14, the PHC facility operations manager contacted Mr. [redacted] on 8/22/14 to discuss his issues. Mr. [redacted] explained that he had had equipment issues in the past but that this time PHC had provided him with a good reliable concentrator and that all he needed were some additional oxygen supplies and the exchange of two Homefill cylinders.

The items he requested were:

5 adult soft cannulas

3 sections of 21 foot O2 tubing

2 exchange Homefill cylinders

Mr. [redacted] was told that cylinders were not currently in stock but they would be delivered as soon as they arrived. He was also told that the other supplies would be delivered the next business day.

Mr. [redacted] seemed satisfied with the immediate telephone call to him and the attention to his needs.

Thank you for the opportunity to resolve Mr. [redacted]’s issues.

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.

Preferred Homecare Glendale AZ office once again failed to provide some vital medical oxygen equipment and supplies to assure my Invacare Oxygen Concentrator and related other equipment would work properly. They failed to provide the proper Ahepa Filter for the machine,sent cheap worthless oxygen tubing,failed to replace a virtually failing apart carrying bag for my small portable oxygen tank,failed to replace two defective small oxygen tanks and a vital oxygen regulator valve. And Iam a 77 year old disabled senior citizen on 24/7 oxygen as well. When I contacted them back their Glendale Office hung up on me.Please allow me to point out that this is not a case of sending me a box of bandaids that the total incompetent Preferred Homecare treats these matters but instead a vital virtual life and death potential situation,since if you cannot get oxygen to breathe frankly you die with out it! This same company has a very [redacted] history of consumer and [redacted] against it as well. I want these wrong or defective oxygen supplies and oxygen equipment correctly fixed and provided with the proper and correct oxygen supplies as well. I want these total incompetents put out of business forthwith and all their various contracts terminated forthwith as well.

Regards,

Business

Response:

Preferred Homecare has met all of the oxygen needs of Mr. [redacted] despite the fact that he refuses to acknowledge that fact. On 8/26/14 we delivered a new carry bag and new cylinders to him per his request. I have faxed you separately the delivery ticket completed by our driver. We ask members to sign acknowledging the receipt but Mr. [redacted] refused.On 8/29/14 we delivered 4 HEPPA filters to him. These filters should only be changed every six months so the four filters should last him for two years. Mr. [redacted] refuses to abide by instructions and changes filters every two weeks. We will not continue to supply him additional filters. I have also faxed the delivery ticket for the filters to you. Again he refused to sign acknowledging receipt.Mr. [redacted]’s oxygen therapy has never been compromised and we will continue to service his needs. We will not subject our staff to his verbal abuses. If he needs further assistance or has questions he can call our staff but he needs to act professionally.In our opinion this issue is resolved.

Review: I contacted this company b/c of new health insurance. I asked them to call me first with how much the medical supplies would be, to verify my insurance benefits. I wanted them to let me know how much per box or per unit I would be charged because I had been getting them elsewhere and if it wasn't going to be cheaper, I was not going to use Preferred Homecare. I called again a few days later and asked that they call me first. They didn't and shipped them out. When I called them and said I need to know how much they are first, I was told by Jimmy they were covered at 100%.

4 months later I received a bill. I contacted the company and after much frustration, I was given RA numbers and returned all the medical supplies. I received an email from Jimmy stating my account was credited and the everything was squared away and by the end of the day my account would be credited.

A month later, I am still receiving bills. I returned all the product to them!! I again contacted the company and have not heard back from them. The product was returned via UPS using the RA numbers they supplied.Desired Settlement: I want my account credited since I returned all the product unused.

Business

Response:

Thank you for the opportunity to review the complaint of Ms. [redacted] We agree with her assertion that the supply items were returned. As such we have adjusted her account to reflect that the patient has a zero balance owed to Preferred Homecare. We apologize for the confusion and hope that any future interactions with Preferred go more smoothly.

Review: I am a caregiver for a 90 year old man. He had hip surgery and was transported from the hospital to a rehabilitation center over 60 miles from the hospital. The hospital recommended that he have oxygen. When he got to the rehabilitation center, they would not let his daughter bring the oxygen tank in because it was leaking and was unsafe. Being very late at night, his daughter didn't know what to do so took the tank to a nearby hospital that said they would let her leave it there. This was in August of 2013. The man I help, did not remember that he had oxygen on the trip so didn't even know he would owe a bill. He started receiving bills for the tank late in Feb. of 2014. I called numerous times to get some help with resolving this problem. I was told that he was responsible for the tank as he had signed for it. I asked for a copy of the signed agreement and have not yet seen it although they said they would mail it to me. After many, many phone calls promising someone would contact me, I finally was able to talk to a supervisor in Colo. She told me he would have to pay $270 dollars to clear the matter up. I asked about the defective tank and the delay in the billing. I told them that he didn't even know he had a bill and that had he known about it, he would have taken care of it last Aug. I got no answer for the delay in billing but was told he would have to pay for each month between Aug. and March (which he is still receiving bills for, even after I was told that until this was resolved, he wouldn't get a monthly rental bill). This man is willing to take care of the bill, but we feel he should not owe the whole amount for a tank that was defective to begin with and for billing that is over 6 months old. They also told me he was responsible for the bill and should have paid it. I explained that the first bill he got was in Feb. of 2014 and we had been trying since that billing to get answers. I also asked how he could pay a bill if he didn't even know he had one, let alone know where to send it. The only explanation I get is "He is responsible, he signed for it." We know he is responsible, but we feel that the defective tank as well as VERY delayed billing should be taken into account. I felt the supervisor (who never did get in touch with me as was promised, but after 3 phone calls I was finally directed to her) was short and somewhat rude as she explained the ONLY way to resolve this issue was to pay the $270. I would just like more explanation on the very late billing and for them to take responsibility with that and the fact that the bottle was defective. This could have been resolved in a timely and friendly manner had we been made aware of the situation 6 months ago. This man is 90 years old, is on a fixed income and is good about paying bills he actually owes. The answer I got to this was, "We can set up a payment plan for him." Again, no responsibility from this company at all. I have asked for a copy of the signed agreement and an itemized bill.Desired Settlement: This man would like to resolve this matter in the best way possible, but doesn't feel that he should be responsible for 6 months of billing and a full price of the tank. He is willing to settle in a fair manner with the company taking into consideration that the tank was leaking AND the billing came 6 months after he used the tank (which was for a 2 hour period and since the tank was leaking and was apparently not even safe for him to be using).

Business

Response:

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

On August 23, 2013, we received notice that the hospital had issued one of our tanks to Mr. [redacted]. Ms. [redacted] claims that the tank was defective; however, no one contacted Preferred Homecare (PHC) to allow us the opportunity to fix the situation and Ms. [redacted] makes no mention of even contacting the hospital that issued it. How is anyone able to rectify the situation, if she does not let us know that there was a problem? And at this point, we don’t have any proof that there was any thing wrong with that tank. What we do know is that our equipment was admittedly left at another facility and no follow up was ever completed by Ms. [redacted] or Mr. [redacted]’s family until March 7, 2014. The signed work order (attached) explains on the back that the patient is responsible for the issued equipment. Ms. [redacted] made several phone calls to PHC in March, admitting to the lost equipment and on March 12th, requested a quote on how much it would be to purchase the equipment. She was told that the cost owed for the lost equipment is $110.00.

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

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

Respectfully Submitted,

Risk Manager

Preferred Homecare, LifeCare Solutions,

& Comprehensive Sleep Solutions

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

[redacted]@PreferredHomecare.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and after consulting with Mr. [redacted], find that this resolution would be satisfactory to him. We will wait until for the business to perform this action, send a final bill for $150.00 and, if it does, will consider this complaint resolved.

Regards,

I've had several horrible experiences with preferred home care. The first one is when a family member was diagnosed with stage 4 cancer, and it took us 4 months to try to get an arm wrap (not sure of the name) to provide relief for the swelling in her arm. We left several messages and never received a returned call. By the time we did, our family member was already in hospice. There was no apology or anything regarding the neglect of the company, except to say the person we were calling had left the company and that is why it took so long! This is not an excuse when you are working with patient's who are ill or disabled.
The second example of this horrible company is for an elderly woman who can't get around in her home, and needed a wheelchair. This person had been calling preferred since 5/22/14 to schedule an appointment. It had been rescheduled 3 times due to personal issues with the staff at Preferred. It is now mid July and she still has not had a visit. We are looking for a new company, but it looks like they are the only one's to take the insurance. Our next step is to contact the insurance company to let them know about the level of service. If enough people write or call their insurance companies, we can get them kicked off the plans!

I have been waiting months for this company to submit to my insurance company for a needed Power Scooter ordered by my Doctor. Each time I have called them it's always been someone else’s fault but theirs why it has not been submitted. Now they are not returning emails. This has to be one of the most unprofessional homecare companies in the world. I have read all of the prior customer complaint's provided and instead of learning from their mistakes, continue to make the same one's especially in customer service. I will inform my Doctor's to discontinue any affiliation with this company and have filed a grievance with [redacted] and [redacted] about their actions. I for one wouldn’t accept a Band-Aid from them. Like the old saying at least [redacted] wore a mask.

Review: I was diagnosed early last year with sleep apnea. I received a [redacted] machine to help with my breathing problems with a company called [redacted] in Reno, NV that contracted with Dr. [redacted] & then the new dr. group called [redacted] that contracted with Prefered [redacted] also. I have had difficulty getting used to the equipment and have changed masks a few times to get better results. I have been in touch with the office and the billing department frequently since I signed up with them.

I called on 3/18/14 11:30AM Preffered [redacted] to get help with my machine because the settings did not appear to be correct. The air pressure seemed to be malfunctioning. I had this office called Friday 3/14 to the office to get help with this and they said they would have someone get back to me on Monday, 3/17. No one did, so I called again, 3/18 and spoke to a "[redacted]" who could not help me with my machine, but told me my account was in collections! He gave me the local office number to call for reporting problems with the equipment but I had an outstanding balance on my account of over $300.00! He said my overdue balance had been sent to collections in December of 2013. He said this amount came from the underpayment fo [redacted] and that they knew about the amount. I looked at my bills from them and no such amount is shown either in Aug, Sept, Nov, or Dec. I told [redacted] my insurance has not changed since last February. My contacted monthly payment and my deductible was the same in Dec. as it was on June 6, 2013 when they drew up the [redacted] equip. contract, contacted [redacted] BC and set the amount of deposit ($153.73) which I paid with ck # 435 on 6/613, and the monthly amount I must pay on the rental. I have banking records of automatic bill payments being paid to them (I confirmed their address) of $25.76 every month. This was the first time I had been informed of an outstanding balance or having been sent to collections. I told [redacted] I had received no collections notices. He said outstanding billed amounts had been mailed in Aug, Sept, and Nov. I told him I had spoken to a "[redacted]" and another women in their office on July 9, 2013 & August 9, 2013 regarding a mysterious increase in the amount of my billing. [redacted] said that was normal to see the increased amount since they pre-billed the insurance company the full quarterly amount (never heard of that, but ok) and I did not actually owe that amount right now. That bill was $256.36. IT WAS NOT A PAT DUE BILL OR A COLLECTION NOTICE... I have them in my file. I fist got a larger bill in August, then a back bill that said $153.00. So I figured what [redacted] and the other lady (no name) I spoke to in Aug. and Sept. were correct. I was assured in Sept. that there was no past due amount and payments were being received on time every month. I received the next bill in October 02, 2013 and a corrected bill dated Sept. 2nd that both stated an amount due of $25.76. I concluded that these ladies had indeed been correct and no other action on my part was ness. I have only received bills with the current amount on them since that time. No collections notices, no past due bills, no phone calls. My bill went up a slight amount after the first of the year 2014. I have an outstanding amount stated on my final pick up notice for the equipment date 3/20/2013 of 31.54. I have not made an adjustment to my payments, so this makes sence.

I asked [redacted] why I had not gotten a collection notice yet if it was sent to them in Dec. I asked him why I had not received any notices of threat to shut of service? Why no phone calls from THEIR collections department, no messages left either. I asked him for the letters or past due billing that said I was overdue and he said I cannot produce them He just wanted a credit card or banking payment for the total amount owed or my credit would be damaged. I asked again why no collection's notice had been sent from this supposed "collections" company after 4 months? He said they hadn't actually processed the claim yet!!I told him he had no proof that I owed anything other than my current amount monthly. He gave me the collections company number and said if I had questions I should call them directly. I said I'm contracted with you, I want proof from you first. He said he couldn't. I had found out my new insurance policy was not on their provider list so I couldn't keep them anyway after April 1st...still waiting on ID & group numbers and activation date. I asked him again how I could have been sent to collections if I had paid my bill (the contracted amount) every month and never been late? He didn't know. I said that was illegal and I was reporting him to the Revdex.com. He didn't care. I said I am cancelling my contact with you today, he said he's send someone to pick up the equipment soon. Oh, he also said it was against Dr's advice. I said fine, as soon as my new insurance was in place I would make the appoint with the Dr. and get started again with a new company. I called the Dr's office this morning (3/20/14) and did this and as soon as I have the new policy they will get me right in. This is very fishy sounding. The fact that they cannot produce one collections notice OR that the collections company apparently has not even processed this yet, but Prefered [redacted] is threatening me with credit damage if I don't page "this" amount now. I don't know what they are trying to pull. Thanks for your help.

By the way, [redacted] the driver from [redacted] Home care picked up all the equipment and the bag it came in this morning 3/20 and I signed a release for the equipment with a final balance of $31.54. I no longer have the equipment in my posession.Desired Settlement: I would like Preferred Homecare to drop the collections attempt on an amount I do not owe and then we are finished. I will be happy to pay the final amount of $31.54 that shows on the release - pick-p docs with no extra charges attached to it (i.e., finance charges, fees, interest charges, late fees, etc.

Business

Response:

I would like to apologize for the frustration that Ms. [redacted] has experienced. However, this matter has been reviewed and Preferred Homecare remains firm that the balances of $353.12 to collections, and $31.54 current to Preferred Homecare, are valid charges.

Ms. [redacted] claims to not have received past due notices, however, they were sent on 9/3/13, 9/24/13, 10/10/13, and 10/29/13. Please see the attached screen shot on the next page to view all the activity on this account, which shows when these past due letters were sent. Of the 4 mailed, none were received back as “return to sender”. Ms. [redacted] has not met the deductible with her insurance company and is therefore responsible for the full amount of services, until it is met. If she has questions about this, she needs to contact her insurance company. On 3/18/14, Ms. [redacted] called and spoke to [redacted], who also informed her of all this information I have provided. Please also see the attached billing statement, starting on page 3. The amount shown under “Summary of Adjustments” is what was written off to Collections. That amount is now owed to the collection agency.

Review: I have called this company for one month. All required documents has been sent for an order for incontinence pads. Nobody has ever contacted me after many many calls to get this product sent for a client who has dementia. The Clients name [redacted] who needs these pads. Every time I call nobody can give me any information for the status of the order. The customer service reps can not even pull the order up. They said a representative will contact you. That has never happened. They are behind in there orders but after a month with no contact something is wrong. I do not know if they even received the order because I can not get anyone to look into their system to see what is going on.Desired Settlement: I want this company to fill the order in a timely manner. One month is just out of the reach of responsible delivery and customer service.

Business

Response:

A Customer Care Rep (CCR) began working on this account on 04/02/2015. The documentation was not sufficient for Preferred Homecare (PHC) to request auth to the payor. The CCR sent requests to POP healthcare for additional documentation. An order was sent on 04/07/2015 and the CCR was not notified and it was sent to file. PHC submitted for an expedited auth 4/16/15 and MCP approved 04/17/2015. An order was placed and the patient should receive product by noon on Saturday 4/18/15. PHC spoke with the POA Friday afternoon and they were very happy. However, PHC spoke to the patient again on Saturday and the order PHC sent will not work for them and we had to send out samples. They are aware to call us back with the product they want. Thank you,[redacted]

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 original order that was placed without my knowledge from POP Health Care was wrong. I told your reps that I do not want diapers when the client does not wear them. I still have not received the samples as of this writing. But to add insult [redacted] picked up the two boxes today. I cannot agree at this time that the client has been served in a timely manner. POP Health Care is another matter that will be dealt with on my terms. Preferred Home Care has failed to live up to their agreements with other providers. Your company should have known about future time lines and your company was not prepared for the influx for 25,000 new orders. To me that is a gross mismanagement for vulnerable adults. Moving forward it easy to point the finger at other agencies. I do not care I just want the product for my client [redacted]. Until I get the samples, and have the order in my hand then I will consider this a done deal. It does not take a week to get samples. When [redacted] can ship overnight. Your company is still lacking in quality control period.Regards,

Business

Response:

[redacted] has had constant contact with a Department Lead since the first Revdex.com complaint was received. Preferred has spoken with him on 4/20, 4/21, 4/22 & today, 4/23. He has the personal cell phone of the Department Lead and called her last weekend when he got the samples that did not work for the PT. He requested to try the size medium, which are on backorder from the manufacture, so he requested we send 90 small pull-ups. When the order for medium is fulfilled he will let us know which size to send going forward.The 90 small pull-ups were shipped from the vendor and delivered on Saturday 4/25/15.

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Description: Hospital & Medical Equipment & Supplies, Oxygen Producing Equipment, Oxygen Therapy Equipment, Home Health Services, Oxygen, Wheel Chairs

Address: 4055 Club Manor Dr STE 150 & STE 160, Pueblo, Colorado, United States, 81008-2010

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This website was reported to be associated with Preferred Homecare.



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