Preferred Homecare

PHC has reviewed Ms[redacted]'s follresponse to the Revdex.com
Per PHC phone records, Ms[redacted] has placed calls to PHC
between and
Average call duration was minutes per call
Only of the calls exceeded minutes and the longest
call time was minutes, placed on 06.24.2016, as Ms[redacted] was
transferred to both a supervisor and a manager on duty
PHC did not piMs[redacted]'s wheelchair to perform an
evaluation for a price quotePHC
pickMs[redacted]'s wheelchair because it was not functioning and required
repairs
On 07.15.2016, after PHC had completed the wheelchair
evaluation, Ms[redacted] informed PHC she had contacted Medicare and might be
interested in a new replacement chair instead of repairing her current chair. She requested that her medical records be
sent to another provider
PHC's Rehab Area Operations Manager (AOM) will
work with Ms[redacted] so she is aware of itemized repair costs

Revdex.com: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,
[redacted]

CPAPs are rental items and each date of service (DOS) is processed monthly.  The member is charged for each DOS during which the member had the CPAP & billing is discontinued for each DOS the member does not have the CPAP. PHC only bills according to insurance benefit and has no control over whether the member's deductible has been met. The member signed dispensing paperwork indicating her acceptance of financial responsibility for equipment dispensed. This member's account was reviewed by PHC's Reimbursement Manager to ensure that billing is accurate and claims were processed according to the member's insurance plan guidelines. Neither a refund nor free replacement of equipment is merited in this case.

Below is a recap of conversations with [redacted] and the Preferred Homecare staff:12/23/15Address confirmed by patientSupplies sent 1/20/15RECEIVED ORDER FROM M.D TO CHANGE PATIENT'S MASK TO THE SIMPLUS FF MASK. PATIENT WAS WEARING THE MIRAGE QUATTRO. SHOW ORDER WAS PLACED 12/23/2014 FOR MASK,...

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

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.

Life Care Solutions (LCS) agrees that the member was promised a one month trial for the TENS unit and she asked it to be picked up. As a result she should not have incurred any costs. We will credit her account for the $13.65 and the $15 late fee. That will reduce her balance to $0. Thanks for the...

opportunity to satisfy the member.

The difficulty with this order is that the patient had an order initially with [redacted], [redacted] opened an order at patient request and evaluated the patient for specific equipment, in the meantime an order came in and [redacted] attempted delivery of standard equipment. 1.25.17- shower chair order received...

in [redacted]2.3.17- 3 attempts to deliver order sent back to referral.4.18.17- scheduling called patient to schedule for shower evaluation, unable to leave a message4.20.17- Scheduled patient with seating specialist for shower evaluation4.21.17- patient evaluated for equipmentPadded transfer bench4.28.17- Evaluation turned in for padded transfer bench5.2.17-   Quotes received from vendor5.9.17 – reviewed for medical necessity5.12.17- sent paperwork to purchasing for equipment5.22.17- padded shower chair order for paraplegia sent in to [redacted]5.31.17- [redacted] coordinated delivery of tub transfer bench – equipment did not work for member.6.28.17- Padded transfer bench received in [redacted] from vendor with only 3 legs requested expedited delivery of replacement.7.3.17 – requested ETA of equipment.7.12.17- replacement equipment received from Vendor7.14.17- scheduled delivery with patient for 7.17.177.17.17- confirmed with patient received the correct equipment and she is happy.

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

[A default letter is provided here which indicates your acceptance...

of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
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]

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 30 day trial period for her mask only and not for any of her equpment.I called the patient @...

###-###-#### to go over her billing. She was concerned that her EOB's for the supplies showed that that she was billed $1,083.60.  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 55.33 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 193.38.  I let her know that the total amount that she will owe is 248.71.  She stated that she returned her machine and supplies. I let her know that she would be charged the first month's rental charge and for the supplies.  She stated she returned them within 30 days. I 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 opened. I let her know that should could be held resposnbile for her supplies.

Preferred Homecare (PHC) has reviewed Ms. [redacted]'s Revdex.com (Revdex.com) concern regarding the type of enteral product dispensed to meet her daughter's needs. PHC does not determine or define medical necessity, but dispenses product according to the Healthcare Common Procedure Coding...

System (HCPCS) to meet treating physician recommendations and health plan guidelines. PHC's formulary items are routinely dispensed to hundreds of patients to meet medical requirements established by a treating physician. PHC will reach out to Ms. [redacted] directly to better understand her specific concerns.

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 follow-up with the member and his family as required to ensure timely resolution.

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.

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

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

Preferred Homecare (PHC) would like to provide a response to the Revdex.com complaint regarding our patient, S[redacted] E H[redacted]’s current collections balance due.  After a thorough review of Ms. H[redacted]’s billing history, PHC substantiates a current collections balance due of...

$903.59.  This amount reflects Ms. H[redacted]’s deductible and/or co-payment amounts accrued over the rental cycle of a bed and trapeze bar and cannot be legitimately removed from collections.PHC has reviewed account billing details with Ms. H[redacted] on multiple occasions since 2013. Most recently, PHC spoke to Ms. H[redacted] on 03.29.2016.  PHC explained that her current balance due applies only to a bed and trapeze bar rental and that any outstanding charges for oxygen and power wheelchair rentals had been resolved in 2014.  PHC advised Ms. H[redacted] to contact the collections agency to establish a payment plan if she is unable to pay the full balance due.  Also, PHC advised Ms. H[redacted] that monthly invoices had been sent to her physical address on file since 04.2013, until PHC became aware of Ms. H[redacted]’s P.O. Box in 2014, informing her of her financial responsibility.  PHC has not refused to supply Ms. H[redacted] with the medical equipment she needs and will continue to assist Ms. H[redacted] in understanding her account billing moving forward.  PHC will ensure Ms. H[redacted] continues to receive the equipment and services she medically requires, including her recently ordered power scooter.

Thaddeus B[redacted] - Key account manager has reached out to me.  Mr. B[redacted] was going to pass along my contact information to VP of Operations - Infusion side:  Mike M[redacted]  VP of...

Sales, John B[redacted], and the Director of Reimbursement, George Z[redacted].  I still have not been contacted directly by any of the "titled" representatives of Preferred Home Care.  An email statement was sent with just the total amount, no breakdowns.  As of total, there has not been any resolution.

I expect either my money refunded or the cpap machine given back to me. They should not have taken the machine back and told me I owe nothing more. THey should have told me no returns when I brought the cpap machine back. THey took the machine back which indicated the return was allowed.IWas advised I had 30days to return the entire machine on the initial visit.

I apologize for the delay.  I did confirm with our Area Rehab Manager that a loaner chair was delivered 07.07.2017. PHC also attempted to complete the member-owned wheelchair, though the chair now requires a new motor. Regarding prior authorization (PA), this is submitted only after the repair evaluation and part pricing is completed, so that a co-insurance amount may be calculated.  Our Area Manager is attempting to get a new chair authorized, as the co-insurance may be higher on repairs, though this will depend on the insurance plan. We are currently in contact with the member’s sister and she has been apprised of order status.  We will attempt to expedite this order as much as we can.