Roberts Home Medical

STAY AWAY FROM THIS COMPANY! I got my cpap from their Havre de Grace store on 2/15/22. As soon as I sat down in the office Martha asked for my credit card for payment. I thought it was very rude and in retrospective I should have just left at that time. I was presented a contract to sign and they showed a one time charge of about $ 67.00 and a monthly charge of about $ 8.00 each month for 10 months, then machine would had been mine. When I arrived home the page a signed with the $8/month charge schedule was missing. I called to ask for an email with all the pages of the contract and even in the email pdf that page was missing. Very shady. Also the contract they sent me in the email as a pdf is signed by me but not signed by them. I talked with an attorney and they confirmed to me that is one of the 2 parties did not sign the contract is not valid. Interesting. The machine stopped working about a week later. I called and they said they would have send a free replacement in the mail. I asked for the chance of picking up the machine in person at the store again but they said that was not possible, it had to be mailed from the warehouse directly to me, they promised a shipping day the following week. I called many times and every time I get bounced from one department to the other until they hung up. One week later they final gave me the tracking number for the shipment. At today that tracking number (it was early march) shows a purchased label but package was never dropped off to Post Office. A week later they claimed that tracking number was not theirs and they gave me another tracking number. 2 days later I received an empty envelope connected with that tracking number. I called to let them know about that mistake and they said it was not a mistake. In that box with that tracking number there is my replacement cpap that was delivered to me as records say. I said that was an empty envelope (still sealed as I did not even open it and still with original usps label on it) and they said it is impossible. I even asked permission to record the phone conversation and they agreed to it. I then went to see Martha again and showed her the empty envelope she laugh at me and said "why did they do that?" good question. I asked Martha to just break the contract, take the non working machine back, gave my money back and part ways. She said it was not possible. In the meantime they charged over $ 400.00 on my credit card for charges that were not anticipated to me at time of purchase and for a machine that does not work. I told Martha I was going to take them to court and she said she would have had her manager call me. Of course they did not. I called my insurance and a manager from CareFirst called them in a 3-way call (Carefirst, me and Roberts Home Medical) and explained the whole situation. On the recorded call with CareFirst they promised to call me back the following day with a resolution. They never did. I cannot believe something like this can actually happen, and in the medical field nonetheless. Their F BBB rating and their extremely low google reviews speak for themselves. I blocked my card and filed for chargebacks. I filed a complaint with Post Office federal fraud department as they employee stated on the recorded phone call that this was Post Office's fault. They will have to explain them how they were able to mail a cpap machine into a flat envelope. I also filed a claim the local police, with the BBB and the Attorney General. I will take them to court if needed. These people needs to be stopped.

Once I get my cpap machine robert medical start sending wrong parts for the cpap machine. I asked for the return label and I returned the wrong mask cushion back to them. Later they sent humidifier tank and tube. I returned the humidifier back and also the cpap machine because it is impossible to understand and follow them why they sending parts which is not needed yet. I never received tube but all of them charged to my insurance and my self. Never received my refund and they refuse to refund the unused parts that I return. Never ever work with this company again.

Roberts Home Medical does not make customer follow-up calls.
YOU must call them back and confirm that the order was approved by your insurance company.
IF you fail to do so you will be waiting for a delivery that will not be made.
Your loved one will suffer.
Call, Follow-up, Confirm on scheduled delivery date

From: [redacted] < [redacted] @ [redacted] .com>Date: Tue, Sep 8, at 3:PMSubject: RE: Roberts Home Medical ComplaintTo: [redacted] < [redacted] @myRevdex.com.org>Please be advised I wish the Revdex.com to close my complaint since I have been refundedThank you, Connie D [redacted] Accounts Receivable SpecialistTransportation, Inc.PH: ###-###-#### (Direct) FAX: ###-###-####

In response to my claim against Roberts Medical Supply Case number [redacted] has been SATISFIED I received the second check yesterday.Thank you, [redacted] ***

Below is the response that we received from [redacted] in response to MrC [redacted] 's apologyWe do appreciate [redacted] ***'s recommendation of changes to how checks are processed and will definitely consider his advice and discuss further how improvements can be made in our processes __________________________________________________ From: [redacted] [mailto: [redacted] @ [redacted] .com] Sent: Monday, November 02, 1:PM To: C [redacted] , David * Subject: RE: Problem in your accounting deptment Dear MrC [redacted] : Thank you for your response, and for reviewing the actions that were takenUnfortunately, we are still waiting for [redacted] to reissue the checks to usI also hope that you seriously consider improving the way that Roberts handles incoming checksSpecifically, you should post all insurance payments to your customers’ receivable accounts BEFORE you deposit all the related checks that you receive on a given dayIf you have such a procedure in place, you surely would avoid the error that affected our dental practice Sincerely, [redacted] Practice Manager ###-###-#### www[redacted] .com

The billing issue that has been brought to our attention has been resolvedWe have issued a Check [redacted] in the amount of $on 3/17/ Our policy is not to prorate however due to the situation an exception was made When our specialist spoke to the client she gave him a prorated rate from his insurance carrier of $versus the retail prorated rate of a month The client will receive another check in the mail for $in addition to the $already sentThis will be approved, cut and mailed by 3/31/Client considers a fair settlement to be $Regards, [redacted]

If I could give zero stars I would as this company is not worthy of 1 star. The insurance billing department is a joke. It consists of a bunch of incompetent baffoons. I have made at least ten call since May to try and get them to understand they are billing my insurance incorrectly and I not paying any balance until they correct their air. However, I cannot get any one to make the correction or even understand why it is wrong. If you are doing insurance billing you should know how to do it correctly. I am promised return calls and have yet to receive one. If you physician wants to use Roberts Medical for your supplies, find another supplier who know what they are doing.

To whom it may concern,At Roberts Home Medical we strive to provide our clients with outstanding service and quality medical equipment and suppliesInevitably, there may be times that our efforts will fall short of meeting your expectations of our companyAs a part of our internal
Performance Improvement program, we encourage our clients to share their concerns with us. Recently, our company logged a concern from you in regards to *** *** *** ***The concern was regarding Mr*** receiving a bill in which he did not think he should owe, since he had four insurances at the time of serviceWe reviewed Mr***’s account on 2/22/and found that we did not have all four of his insurances on file at the timeWe did not receive them until his second date of service with us, and his complaint was in regards to his first date of serviceHowever we did adjust the balance for Mr*** and he now has a * balance with our company. This record of concern will now be considered closed; however, if any questions remain please do not hesitate to contact me at ***.We apologize for any inconvenience we may have caused you.Sincerely,Brittany K***Thank You, Brittany K***Internal AuditorCorporate Compliance TeamQMES, LLC Ph: ***

I am my mother's caregiver - and her oldest son. For six months we have tried to get replacement parts for her oxygen concentrator - the rolling carrier is falling apart, and the power supply has exposed wires near the at the plug. Every time we call we're put on hold, get transferred, and then hung up on. EVERY SINGLE TIME. I'm fed up with this company and the lack of communication.

Additionally, why is there no email contact on the website? If someone cannot reach a "representative" on the phone, then email is the next best option. I shouldn't have to tell them this. A child would know better.

In conclusion if we do not receive an answer or explantion as to why communication is so shoddy between them and my mother, I will pursue other avenues. Have a nice day.

To whom it may concern:Roberts Home Medical received your letter dated March 29, 2017 with assigned ID of [redacted]. We have reviewed all of our records and have noted our findings below:The insurance company has been billed for the CPAP and all supplies patient has received in the past two years and...

this is a contractual obligation between the insurance and patient, Per patient's insurance we are required to put the CPAP machine out as a rental for 10 months and could not, per our contract, bill the insurance in one lump sum for the purchase of equipment. The insurance has paid $665.08 in total for all services rendered in the past two years and patient paid $536.75 which includes $516.75 copay and deductible obligation per explanation of benefits plus $20.00 late fee for an outstanding invoice. The $20.00 late fee that was paid will be returned to the patient.In regards to the automatic shipment of supplies every 3 months, the insurance Company requires for the patient to call and request supplies before we are allowed to place the order and have it shipped. We have abided by the contract per her insurance on this matter.We have reached out six (6) separate occasions to have contact and explain billing concerns but none of our voicemails were returned. We will make every effort to contact her and explain the explanation of benefits and payments that have been made on the account. I will also mail out a copy of all delivery tickets, explanation of benefits and statements for her review with a copy of this response.Any further assistance please feel free to contact us and we will be happy to assist you to insure this matter is resolved.Susan C[redacted]

Below is the response that we received from [redacted] in response to Mr. C[redacted]'s apology. We do appreciate [redacted]'s recommendation of changes to how checks are processed and will definitely consider his advice and discuss further how improvements can be made in our processes.
__________________________________________________
From: [redacted] [mailto:[redacted]@[redacted].com]
Sent: Monday, November 02, 2015 1:20 PM
To: C[redacted], David *.
Subject: RE: Problem in your accounting deptment
Dear Mr. C[redacted]:
Thank you for your response, and for reviewing the actions that were taken. Unfortunately, we are still waiting for [redacted] to reissue the checks to us. I also hope that you seriously consider improving the way that Roberts handles incoming checks. Specifically, you should post all insurance payments to your customers’ receivable accounts BEFORE you deposit all the related checks that you receive on a given day. If you have such a procedure in place, you surely would avoid the error that affected our dental practice.
Sincerely,
[redacted] Practice Manager
###-###-####
www.[redacted].com

An inadvertent error was made and the checks for this practice were deposited. The error was identified immediately by our quality assurance process and disclosed to the insurance company, the dental practice and the bank. Corrective actions were taken the same day the error was identified. The...

payment and explanation was returned to the insurance company via Express Mail. The President of Roberts Home Medical followed up with the Complainant with a written explanation and apology on November 2, 2015.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because I requested that Roberts demonstrate to me that they have changed their internal control process such that they are posting checks to their receivables accounts BEFORE they deposit the related checks. I have not heard from them in this regard.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]  [redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Review: My wheelchair bound** year old mother was informed by her doctor that she needed [redacted] for her wheelchair to improve circulation. She visited Roberts Home Medical and they measured her and her wheelchair and designated the item number they needed to order. It was determined that she had an older chair model and so the item wasn't on the shelf but they could get it soon. They debited her credit card for ~$225. It took over a month to receive the [redacted] and when she went to pick them up they didn't fit right. She asked for a refund, which they balked at because they said it was a custom item. They eventually agreed to refund some of the money. They kept ~$50.

Since she did not select the part to order but rather counted on their expertise, it seems to me that they are responsible for the item not working right and should bear any restocking costs.Desired Settlement: The $50 they kept - as cash or credited to a credit card

Consumer

Response:

[redacted]

My elderly parent rented an oxygen concentrator from Roberts Home Medical and for months we were sent bills, sometimes with late fees attached, once with collection activity threatened. The problem was, we had been set up on autopay using a charge card, from which charges were paid. I called billing on numerous occasions to fix the glitch but was told it was due to a new computer system. However, the problem was recurrent. Thankfully, we no long need the equipment. Hopefully the billing system problem has been corrected as of this writing.

Review: This was not presented as a rental agreement. I received a wheelchair authorized by my insurance companies ([redacted] and [redacted]) The delivery receipt does not state that this was a rental agreement. The first line of the invoice states, "... Heavy Duty Wheelchair serial #:_________ Unit price 140.00 Extended Price 140.00 Paitient Portion 16.91" Further down the page the invoice states, "... Billed P You will be billed your rental % Unit Price 0.00 Extended Price 0.00 Patient Price 0.00" The company has billed me for two months rental. As soon as I received the bill I returned the wheelchair to the company and did not pay their rental bill. They have not considered adjusting the bill and will not admit that they did not advise me that this was a rental agreement.Desired Settlement: I would like this to be put on the company's record. I would expect the bill to be adjusted to 0.00 balance before they send this to collections which will affect my credit rating for years to come.

This company has shown extremely "Shady" and "underhanded" billing practices in my opinion. I would believe a HUGE magority of their customers are eldery - it took them 2 YEARS to bill (equip rental May and June of 2013) billing received AUGUST of 2015 - no itemized bill just an amount due and the dates from 2013. I requested a itemized bill - received on 9-16-15- I called them 9-17-15 and sent check on 9-18-15. - Then On 9-25-15 I received a letter from a collection agency Northland Group. This company in my opinion may be trying to take advantage of it's customers - who might panic and resend the amount due to the collection agency. I find this to be horrible bussiness practices.