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Revdex.com: I have reviewed the offer and/or 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 belowThis response is unacceptable for the following reasonsIt is from a Trainer I was expecting to hear from someone higher up, such as a VP for Quality Control Higher management needs to know about customer problemsI don't accept the explanation of why the Documents section was unable to contact my physician's office after phone calls, and has still not obtained the authorization On Tuesday, Oct 6, I was transferred to [redacted] in Documents [redacted] was very sympathetic and offered to call my Dr's office Within minutes [redacted] called me back to say she had contacted the office and another fax authorization was being sent This one also was lost by HCD, as I called Wed, Thur, & Friday getting various responses, e.gDocuments has a "ton of faxes" from all over the country and can't say if my authorization was among them HCD needs to investigate why this is happeningLaying the blame on my Dr's office is unacceptable when I gave evidence that there is a problem in the HCD Documents section I need a reliable supplier of ostomy supplies This response from HCD does not give me confidence that they are willing to investigate a problem that caused difficulty to a long-time (years) customer Regards, [redacted]

We appreciate the feedback Mrand Mrs [redacted] provided concerning the delay in shipments for Mr [redacted] medical suppliesWe strive to provide excellent service to all of our valued customersWe want to begin by thanking the [redacted] for being loyal and long time customers with us here at Home Care Delivered (HCD), IncWe are sorry for the frustration they experienced with their recent medical supply shipments To address their first concern, their supplies were sent out and should have arrived on February 26, Please contact us if there are any issues with this shipment To address their second concern, we researched the series of events that occurred between October and the presentMr [redacted] account had been selected by [redacted] , for a random auditThese audits require proper documentation to support the medical necessity of the suppliesHCD requested medical records from Mr [redacted] physician’s office on October 21, Unfortunately, the medical records we received on January 14, did not meet all the necessary criteria required by MedicareWe have since received completed medical records and sent those records to MedicareOnce Medicare audits were satisfied, HCD shipped Mr [redacted] supplies To address their third concern, it was not our intention to place the [redacted] in the middle of communication with the physician’s officeWe find that it sometimes helps to reach out to the customer to assist with contact and resolution with the physician’s officeWe apologize for the way this was communicated to them, and we are currently looking into our internal process of how explanations are given regarding [redacted] auditsIt is not our intent to make our customers feel it is their responsibility to follow up with documentationWe apologize for the level of service the [redacted] experienced and strive to regain their confidence in service provided by Home Care Delivered Thank you, [redacted] ***

Regarding Case Number [redacted] , we have reviewed the customer’s orders and concerns as stated in her complaint and will address her desired settlementHome Care Delivered, Inc(HCD) is a national supplier of durable medical equipment Virginia Medicaid, through the Department of Medical Assistance Services (DMAS), has contracted with Home Care Delivered to be their sole source provider of incontinence products for their Members This customer has been ordering supplies from Home Care Delivered since October During this timeframe she has received a total of orders, including product sample orders We have assisted the customer on multiple occasions with product changes and have even obtained special approval from the Department of Medical Assistance Services for the customer’s supply requests that are not part of the product offering for Virginia Medicaid MembersWe take customer complaints seriously and have addressed the customer’s specific concerns belowDesired Settlement of Concerns: Replacement of Depend pull-onsThe customer received briefs from October to April At that time, she requested samples of available pull-onsBetween May and July 2016, she received a total of different product samples of pull-ons, bladder control pads and booster padsOn July 29, 2016, she requested to switch from briefs to pull-ons, so we shipped her an order of pull-onsIn August 2016, the customer contacted HCD requesting that she switch back to briefs We sent samples to the customer However, she did not find any of the samples to her likingShe requested we send her a Depend brand retail product, which is not offered by Virginia Medicaid to their Members HCD worked directly with DMAS for special approval to send the Depend product to the customer The product was sent to her on September 13, with her approvalIn September 2016, the customer contacted HCD asking for Depend Extra Absorbency Pull-Ons Again, we worked directly with DMAS for special approval The approval from DMAS was received on 10/14/and we are awaiting authorization from the customer to ship the order Requested products be returned to the company and insurance credited back for the products that did not workThe customer contacted HCD on separate occasions in the past months, to return products which had been requested by her Returns were processed on 10/13/16, 9/26/16, 8/29/16, 12/3/and 10/13/ It is HCD’s policy to reimburse the customer’s insurance for the returned products when requests are received within days of the product ship date When the customer asked for the product to be picked up, we informed her to either discard the unused products or donate them packages left depend now because companies refusal to take me seriousHCD takes all customer concerns seriously Our goal is to fully understand each of our customer’s medical condition and special needs to provide them with right products that match their needs We assessed her condition and have sent her various products in an attempt to meet her medical needs HCD has recommended the right products to support her needs and have sent samples of the products and full day orders upon her authorization to do so We have changed her products multiple times at her request and have worked directly with Virginia Medicaid to send products that are not normally a part of the Virginia Medicaid product offeringThe Company to send UPS at their expense to pick up ASAP The products been waiting under the carport since September 24thWe informed the customer to discard or donate the products the customer request to be returned She requested that HCD remove the products from her carport On October 6, per the customer’s request, Home Care Delivered, issued call tags to have items retrieved from her property at no expense to her or the insurance provider UPS arrived to pick up the products However, UPS felt they were not boxed and therefore would not pick them up As soon as I was approved emailed and called Home Care Delivered, I was sent briefs not pull upsI only asked for one box Our goal is to provide all customers with exceptional customer service and products Based on conversations with our Customer Service Manager she agreed that she would be willing to try briefs and they were sent under her authorization When she notified us that briefs would not work for her, we credited them back to her insurance and asked that any remaining product be discarded or donatedThey sent me the rest of the products without my authorizationOur process before shipping any orders to our customers is to provide a complete review of the order That review includes the products being shipped and the quantity We will not ship any products unless our customer has authorized us to do We also provide them with the dates the product are scheduled to ship and the estimated time that they will be delivered to their homeThen the booster attend pads October first week didn't workMany of our customers have found this product to provide added absorption protection when used in conjunction with their briefs and pull-onsThis product was included with the items that are being credited back to her insuranceI want my washable pads MedicaidVirginia Medicaid allows Members to be sent reusable underpads (washable pads) every month Our records indicate that she was shipped reusable underpads on October 22, Our Customer Service Manager has assured her that she will be eligible to be sent another order of reusable underpads on October 23, I don’t want to deal with Terri D [redacted] or MrW [redacted] I want to deal with Denise she won my business going on almost two yearsWe strive to provide excellent service to all our customers Our team of customer service representatives are professional and trained to recommend products based on information customers provide regarding their medical condition Terri D [redacted] is our Clinical Directer and is a Registered Nurse and Board certified in Wound, Ostomy and Continence Specialties Terri has attempted to reach out to the customer on several occasions through phone messages to see how she can assist the customer with her medical supply needsThe products work I will authorize moreTroubleshootThank It is our goal to provide our customers with right products to support their medical conditions We take great pride in what we do and in satisfying our customer Our Clinical Directer will continue to reach out the customer to see what additional support is needed In summary, Home Care Delivered has made every attempt to accommodate this customer’s requests and has gone so far as to involve the Department of Medical Assistance Services in approving special product needsRegards, Linda H [redacted] [redacted] ***

Thank you for sharing with us the concerns of one of our customers We appreciate knowing their concerns and are working to resolve their complaint as quickly as possible Thanks! [redacted] ***

Of everything in my original complaint the simple response given by the company was a far cry from we apologizefor 7-months worth of issues due to the shortcomings of our companyIf I had a quarter for every time someone at this company said "they are working to resolve the issue" yet MONTHS later it still is not at all resolvedI'm sure it would have been far fetched for a phone call to apologize for the continued and unnecessary stress of one slow company with HORRIBLE customer servicedo to the lack of eempathy in this persons response I can assure you it is now not so shocking that their staff take the same attitudeOf just not caring, not their problem Regards, [redacted] ***

Regarding: Case Number [redacted] The complaint we received on October 23, described the frustrations our customer experienced ordering medical supplies with Home Care Delivered We reviewed phone calls and medical documents pertaining to his supply order Our assessment reveals that the level of customer service he received does not meet the standards of quality service that we set for ourselves That is not the experience we want to provide to our customersBe assured that our Leadership Team will address these service issues.Please accept our sincerest apology for the poor experience he had in regard to his supply order It was inconsistent with the high quality customer service that our team strives to deliver, and was not representative of our core values as a company.It may be helpful to explain the reasons for the delay in processing his order His insurance has specific requirements for documentation of medical necessity that a supplier must adhere to when selling supplies HCD requested the documentation required by Medicare from the physician’s office on September 9, We contacted the physician’s office four times and, unfortunately, did not receive the completed document back before his call to reorder supplies on October 6, As of today, we have not received the necessary documentation and will continue to call the physician’s office for its returnOur customer’s supplies require not only a physician’s prescription, but documentation in his physician’s records that the supplies are medically necessary, as defined by Medicare That is the explanation for the delay, but it is not an excuse for our failure to better inform him as to what the delay was Nor is it an excuse for the poor customer service experience he hadWe thank him for informing us of his experience We appreciate hearing from our customers, even when the feedback indicates we have fallen short, as this identifies areas which we can improve At Home Care Delivered, our commitment is to provide a high level of service excellence in the delivery of quality medical supplies We apologize for failing to deliver that experience to our customer Sincerely, [redacted]

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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] We had not until now received the information that an audit was the reason for the mixup, and feel that the company will address the personnel training necessary if this happens again, that all employees will be knowledgeable as to all the documentation needed (and not mail it to us when received!), and to be courteous when it is the employees' responsibility to know what is going on rather than ours Thank you to all concerned for resolving this problem Regards, [redacted]