Preferred Homecare

Preferred Homecare (PHC) would like to respond to this member’s Revdex.com (Revdex.com) concern regarding service of her ventilator machinePHC’s Area Manager contacted the member upon receipt of her concern to discuss her frustrations with PHC’s serviceThe member’s ventilator was checked by PHC staff and found to be working properly PHC is in contact with the member and her sister, and each have been provided with direct manager phone numbers to alleviate any frustrations moving forwardThe member has expressed satisfaction with the vent and management involvement with her account

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 drand I just saw her and she said nothing about being contacted I went totally by the medicare guidelines and was told that they were coveredThey 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 onesWorking 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 statedThe 3rd party was recommended to me by Permobil and I will continue to do business with them

PHC did attempt to contact member, though has not yet received a response (possibly due to the holidays) Once contact is made, PHC will advise of resolution

Please see Preferred Homecare's response below.Member contacted Preferred Homecare (PHC) to request assistance understanding her billed charges.PHC advised the patient that she had a day trial period for her mask only and not for any of her equpment.I called the patient @ ###-###-#### to go over her billingShe was concerned that her EOB's for the supplies showed that that she was billed $1, I let her know that the amounts on her EOB's show the retail rates and that her insurance does take a discount off of that and that she would never be billed retail rates.I explained to her that she has paid to PHC which was the 20% co-insurance for the set up of her CPAP machine and supplies I let her know that the other 80% was then billed to her insurance and they did not pay due to her deductible not being met so she is now being billed for the other 80% that was not covered by insurance in the amount of I let her know that the total amount that she will owe is She stated that she returned her machine and suppliesI let her know that she would be charged the first month's rental charge and for the supplies She stated she returned them within daysI let her know that CPAP supplies would have to be returned un-opened/un-used to recieve a credit as we cannot re-issue them to another patient if they are openedI let her know that should could be held resposnbile for her supplies

[redacted] has had constant contact with a Department Lead since the first Revdex.com complaint was receivedPreferred has spoken with him on 4/20, 4/21, 4/& today, 4/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 small pull-ups When the order for medium is fulfilled he will let us know which size to send going forward.The small pull-ups were shipped from the vendor and delivered on Saturday 4/25/

The account has been corrected and is at a zero balance

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 The patient did make payments to us of $on 5/18/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 processShe was sent to collections in the amount of $on 6/29/Pt did not call the billing department until 11/16/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/date went towards her current balanceShe still owes the agency the $and is current with PHC, October balance $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

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, [redacted]

I was housebound for days..1/13/to 1/18/due to problems with PH NOT PROVIDING ME WITH A LOANER FOR THE WC I had that was not functioningI missed days of workand an important doctors appointmentMy doctot told me he only hears negative input from patients re PHCI am asking for damages of $

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. ***.

I will believe when I see it for thetime being I have no choice but to accept but will reopen if it happens again I don't feel they deserve a good rating due to all the complaints thank you fo ryour help

Preferred Homecare (PHC) did elevate this member's concern to our Reimbursement Manage for reviewThe member was charged in-network rates, as he states below The member's charges are due to his deductible not being metThe supplies dispensed are billed at his insurances company's rates, regardless of brand A brand change would not affect the allowed amount chargedIt appears this member's account was billed correctly and according to his insurance benefits

Preferred Homecare (PHC) would like to provide a response to the Revdex.com complaint regarding our patient, Thomas S [redacted] billing refunds After a thorough review of billing history, we did identify an error in the application of credits applied to MrS [redacted] account for dates and The credits applied to the patient’s account did not eliminate the balance due as intended, and resulted in subsequent charges billed in error As of 03.15.2016, these credits have been applied correctly and all remaining charges have been removed MrS [redacted] was contacted on and advised of the adjustments correcting his account to reflect a zero balance due Preferred Homecare regrets the timeliness of resolution, but strives to properly assist our patients with any concerns as they may arise

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

PHC has followwith this patient's concerns. There was additional communication required between the patient, her family and PHC managers to create an action plan agreeable to both parties moving forward. PHC does regret the frustrations this patient has experienced thus far. It appears the patient and family accept the current arrangements as resolution and we will continue to monitor the patient's service to prevent similar recurrences in the future

The status on their WEB Portal now says my balance is zero.Someone from Preferred Homecare did call before this response and told me I would receive a letter telling that the balance would be zeroHowever, I am still waiting for this letterI am a little hesitant to rely on the WEB Portal as I have been told several times by their accounting folks, the the WEB Portal isn't accurate.Thomas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 packageThey 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 themWhat are they offering? Money back or crutches? They probably prefer neither, but you tell me if that is fair?
Regards,
*** ***

Preferred Homecare (PHC) would like to respond to this member's Revdex.com (Revdex.com) concern regarding repair of his power wheelchair.PHC's Area Rehab Manager did contact the member's sister to discuss the repair timeline. PHC has agreed to supply items on loan until prior
authorization is obtained from the insurance plan.PHC's Area Rehab Manager will track order progress and follwith the member and his family as required to ensure timely resolution

The primary insurance paid the claim on 1/2/and left a remaining balance to pt of $On 2/20/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 insThe balance on the account is
zeroAs for the name on the account, the child is the patient; therefore his name would be on the statementsLifeCare might have multiple patients in one household and each patient would have their own account whether it be a minor or an adult

This PT has been billed according to their insurance companies policy for the rental of their CPAP machine. Per their policy it is a 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 chargeThe exception for the rental was for other DOS 1/12/2012, 2/12/2012, 3/12/in which the PT was sent out an additional bill due to their Deductible not being metSo 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 paymentsOur 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 addressPT was sent to collections for unpaid Deductible charges for services provided on 1/28/in the amount of $85.36. PT did call on 1/25/requesting supplies and confirmed all the information we had was correctPT 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 *** 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/and we did wait until 10/01/to send them to collections to give the patient plenty of time to call and make a payment. PT can make payment arrangements with *** COLLECTIONS at ###-###-####