Preferred Homecare

The patient was supplied a walker on 8/5/2015. The workorder only showed a copay of $5.05 and only for the walker seat. The patient owes a co-pay for the walker itself in the amount of $23.00 this was not listed on the original workorder and that is the bill they have...

received.  There are no notes on the account anywhere that the pt has ever attempted to contact billing or even spoken with the local branch since the original order.

Preferred Homecare (PHC) has contacted the member regarding her Revdex.com (Revdex.com) concern.  After speaking to PHC's Area Manager, it appears this member's Revdex.com concern has been addressed.

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.
Regards,
Amelia Pauly

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.

I did receive an unsigned letter telling me that I owe nothing but it was not signed by a PHC representative, I would like a signed letter from PHC.  Also, we did not discuss refunding the co-payments that were billed to me and paid by me. The person that called me (Lisa) was more interested in assigning blame than offering an apology for the unprofessional treatment. I do not want a call from PHC, it is pointlessResolution would be to resend the letter I received with a signature from a Rep of PHC and reimbursement of the co-pay I paid between 11/2016 to 01/2017

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.
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,
[redacted]

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.

Preferred Homecare (PHC) would like to respond to the Revdex.com (Revdex.com) patient concern regarding Ms. [redacted]’s power wheelchair (PWC) repair concern.
PHC did receive an order for Ms. [redacted]’s PWC repair 06.24.2016. PWC repairs require patient evaluation, coordination with parts...

vendors, adherence to insurance coverage guidelines, submission of repair claims and a final fitting to ensure the repairs will meet the patient’s needs.
Because Ms. [redacted] is covered by Medicare, her repairs would require submission of an Advanced Beneficiary Notification (ABN) to assume private responsibility, as Medicare will not currently cover her PWC repairs.
On 07.14.2016, Ms. [redacted] contacted PHC to advise she would try to get a new PWC covered under Medicare from a contracted provider and chose to cancel the pending PWC repair of her current unit with PHC.
Though PHC understands Ms. [redacted]’s frustration and the difficulties navigating Medicare qualification guidelines, the repair and qualification process does inherently take time. At this time, Ms. [redacted] does not have a pending repair order with PHC.

I have included all the EOB’s from this Patient’s insurance showing the Patient’s responsibility for the services Preferred Homecare (PHC) has provided. Per [redacted] PHC should have charged the PT a total of $563.53 between Deductible and Co-insurance charges for Date of Service (DOS) from...

7/02/2014 to 10/02/2014.  PHC has only charged the PT a total of $460.79 for all the services provided.  PHC will not go back and up adjust to cover the difference that should have been billed to the Patient. Of the $460.79 PHC has billed the PT; the PT still owes $81.12 which is a valid charge. The patient has only paid PHC a total of $379.67 since they have been on service.

[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]

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 were G[redacted], A[redacted] and D[redacted]  -  neither of whom ordered that equipment.  (Debra L[redacted] was in [redacted] 10/13/14 Dr. Jaqueline D[redacted], ordered the oxygen)* No one ever spoke to me of needing the equipment. No one gave me instructions. ( Work Order for Delivery of the Home fill Oxygen system was signed by customer 11/19/14, where it documents, patient returned demonstration of proper use and troubleshooting of listed equipment)* They did call me several times to pick up equipment but refused to do it after 2pm. (I work). (Preferred picks up equipment M-F up till 10:00 PM)* 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. ( Dr. William S D[redacted] continued to send over RX’s for Oxygen to be used with the customers CPAP, latest was 10/12/15)And if this whole mess does not affect my credit report I want nothing more to do with this company.•         Pt has been sent to collections in the amount of $219.30 with a  current balance to PHC in the amount of $25.32. They were sent to the collections agency TSA on 6/5/2015 and pt has been reported to the credit bureau as of 8/5/2015. Pt has been actively called by the agency in regards to the balance but no arrangements or dispute was filed so it was reported to the credit bureau as of 8/5/2015. Pt can contact TSA at ###-###-#### to make payments.

I am unable to print or find original complaint...when I click above it does nothing. ..but the complaint was that they never did give me an estimate in writing for repairs-(this had nothing to do with medicare at this point and I did not ask them to involve my insurance for my owned scooter).  complaint was they woudl not return my calls or messages, would put me on hold for up to 20 minutes, did not provide me with estimate of repairs so I could decide if I wanted to repair or replace it.  Their customer service was terrible.  Their reply is the first I have heard anything about medicare's involvement.  No one mentioned an advanced beneficiary notification.  They did nothing.....and I still do not have an itemized breakdown of repairs, which would be helpful in my decision as to what I will do.....even if I have to pay for it out of pocket. I do have the scooter back but am still needing the requested ITEMIZED estimate for repairs.  THANK YOU

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.

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.

[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 once all of my concerns have been addressed. I received a refund check for $33.39. It came from the collection agency and not Preferred Homecare who I had sent my payment to. But at least I did receive the check. Still waiting for a signed letter from Preferred Homecare regarding the status of my account and ownership of the BiPAP machine. Would like something in writing that our account was sent in error back to the collection agency and that they will no longer be contacting me. I will wait until for the business to perform these actions and, if it does, will consider this complaint resolved. 
Regards,
[redacted]

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.

Preferred Homecare (PHC) would like to respond to the Revdex.com (Revdex.com) regarding Mr. [redacted]’s concern relating to his Continuous Positive Airway Pressure device (CPAP) supply billing and deliveries.
Mr. [redacted] was established on an auto-shipment schedule for his CPAP supplies on...

10.07.2015 at his request. PHC does not establish auto-shipment schedules without patient consent. Auto-shipments continued until 02.08.2016, when shipments were cancelled due to patient non-payment.
PHC sent Mr. [redacted] invoices reflecting his financial obligation 01.19.2016 – 05.12.2016, until sending his account to collections on 06.17.2016. On 05.06.2016, an itemized statement was sent to Mr. [redacted] delineating his amount due by date of service for his CPAP supplies.
Mr. [redacted] submitted payments in the amount of $50.00 on 05.09.2016 and 06.02.2016, though no payment plan below his true financial responsibility per his insurance coverage guidelines had been established with PHC. Mr. [redacted] was also advised to contact his insurance plan for any questions regarding his payments due.
PHC is able to accept unopened supplies and has agreed to deduct the amount due for these deliveries upon receipt. This will be deducted from his collections balance due. Further, Mr. [redacted] is able to establish a re-payment plan directly with the collections agency moving forward.

[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.

We understand that we did not meet our deductible, & that as a result, we were required to pay more. We wish we could immediately have been informed of the exact amount that we would owe. Really not sure I remember an EOB showing the specific amount.At the clinic, they told us that the nebulizer should be covered by our insurance, or that the copay would be minimal. I suppose we simply took their word for it, & should not have. I would have acquired the nebulizer elsewhere if I'd known that the cost would drastically skyrocket if the deductible was not met. We would also have been happy to provide PH a brand new replacement for the nebulizer (same model), plus whatever accessories were included, but this was not an option.After failed requests for considerations, we conceded & agreed to pay the charge in a few installments. We don't really have a choice.[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,
Violet C[redacted]

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.1. Business did NOT state on their bill that it was NOT pre-approved/pre-authorized  by insurance and  their bill was ONLY estimated amount. If ithey would go via pre-authoraization process like the others do I would have known my estimated portion. 2. Business return policy (which is 30 days) was well shorter normal processing time or they didn't send it to insurance in promptly manner, so I was out of option to return the  product, they basically made me buy it by mailing me final bill > 30 days after delivering product with original bill.  So when I called them they just told me "you own it now".Regards,[redacted]