Preferred Homecare
Reviews and Complaints

After spending thirty minutes on hold, I actually got to speak to a "live" person. Explained that I needed another delivery of oxygen cylinders because at the present time I only had two that would fit onto the concentrator and actually fill. After being put on hold at least four times with this agent I was told that he would call right back. That was 4:00 p.m. It is currently 6:00 p.m. And I have not had a return call. Of course,c since they close at 5:00 I guess this is a moot point. If possible, do not do business with this company.

I’ve been using this supply company 1 year and they can NEVER get my order correct! Each month you have to call and beg for your catheter supplies and then you receive the incorrect amount. Every time you call, you can never speak to a representative, only an answering service and they can’t mark your message urgent in the system. I have to call for days in a row and beg because they don’t return my calls in 24 hours as promised, they don’t return calls at all! I’m stuck using them due to my insurance for now but if you have any possible way to avoid them…….RUN FOR YOUR LIFE!

This company is the worse! You cannot get through to them, after 39 minutes on hold I finally gave up which is what I think they t

are hoping you will do when they promise to deliver oxygen they give you a day to do it. No time frame so you're basically held captive at your own home for the full day. It's ridiculous and can't believe we can't even leave on a quick errand. They don't call you to give you any kind of time that they might deliver your oxygen. I have also asking to stop the auto payout on my account. I did at the beginning and I did about 6 weeks ago. They haven't stopped it. I'd like a choice as to how I'm going to pay the monthly bill. They don't give me one.

I purchased a Res Med Airsense 11 from Preferred Homecare through my medical insurance with United Healthcare on February 20th 2023. There is a 2 year warranty on this equipment. After several phone calls to Preferred Homecare and being told that I had to have Res Med deal with the warranty. I called Res Med and was told that the company from which I purchased the equipment was responsible for the warranty claim.
Preferred Homecare was contacted again by me and told they did not provide the warranty coverage and was told a manager was there and told me they had nothing to do with my warranty claim. I then had Unted Healthcare contact them for me and when my name was mentioned, Preferred Homecare hung up the phone.

I have been trying to get a hospital bed for my son for weeks. It took over a week and approximately 10 phones calls to find the fax for the prescription. I even worked with a supervisor. Both Phoenix Children's Hospital and myself sent the order over 7 times. I spent several hours over a period of 4 days on hold, being hung up on, starting over and having them search through timestamps to try to find the orders. When they finally did they said they could delver the bed right away. Then they called again saying they needed doctor notes and the whole nightmare started over again. It's been two weeks and we still don't have a bed. Everyday I call they tell me the system is down. I've been working with DME companies for 20 years for my son and this is by far the worst service and worst experience I've ever had. This is absolutely unacceptable.

Received wrong package and can't get anyone to send me a prepaid label for a return. These are not my supplies. Hope my insurance was not charged for them.
PLEASE attend to this as soon as possible. As items are sitting here since Nov 22, 2023
Nancy Kissinger
PO #[protected]
Oder #[protected]
Shipped from Clearwater, Fla (I live in Las Vegas, NV.)

1:15 pm 11/03/23

My roommate is O2 dependent and cannot leave without it. The delivery driver stated to him that he came and knocked on the door. My door has been open all morning to let fresh air in. I have three dogs that bark at knocks, the delivery driver did not knock. My roommate spoke to my roommate and told him he is not coming back till next week! My roommate has three doctors' appointments this week and needs his O2 tanks. I have been on the phone on hold for an hour waiting to talk to someone. It is 30 miles to the store where they send the o2 from. My roommate has a bad heart, and this is making him have difficulties. I am going to have to drive there today to get the tanks for him because he has an appointment on Monday Morning

1 month ago doc ordered a walker for me due to balance issues. Have't heard from them. Doc sent order again, no response! I have made numerous calls to be put on hold very long. Answering service said will call by end of the day. Nothing! I called other times get same answer. Today I got ahold of someone was told wrong department will transfer me. Again on hold and leave message. I was told they are very busy? For a month with no response.

My doctor put in a request for a shower bar in early February 2023. I did not receive it until May 15, 2023. I called too many times to remember during that time, waiting on hold for at least an hour each time to be told numerous excuses. My final call to them was in April 2023 when they stated it was on the truck to be delivered tomorrow. Tomorrow is not May 12, there was a 3-week time on the truck? When I finally received it, it did not work, even after I followed the directions numerous times, it won't stick on the wall. Today, June 14, 2023, I receive a bill for $30.17. Ironic how I had ordered this exact same from Amazon for less than $20 & sent that one back because it didn't work. This was supposed to be bars installed in the walls of the shower as my doctor ordered. I tried to call customer service again today, [protected] & waited 1 hour & 15 minutes before giving up. I should not be paying for something that doesn't work, let alone the wrong item. I am not calling customer service again. I am not paying this bill. There is basically no way to resolve this with the company so their overprice bill is going unpaid.

I have been my son's caregiver since he was 17. There is no reason whatsoever for aguardianship papers need to be filed in order to give information on a prescription of supplies needed by the patient. Preferred has been given a prescription to fill and have failed the people by demanding more authority for their ENTITY status. Requiring such documents is against the law. A medical condition is not being discussed. Verifying that a prescription has been filled does not require authorization. A lot of patients have been mistreated due to this situation and the health board needs to fix this issue ASAP.

My interactions with PH of Denver Lakewood for CPAP fittings and initial machine and first month supplies have been good. However, working with the CPAP supplies customer service at the 800 number has been impossible for several years. PH of Denver gets a 4 , PH CPAP supplies which you will need to work through for years to come gets a negative 5.

CPAP customer service is hobbled by a system that doesn't allow them to solve the most basic of issues - that is, having a current Rx on file. They can't get the Rx that my doctor sent to them from their fax machine and into their database which the customer service representative (CSR) uses. The CSR can't contact management except by email, the CSR can't contact the prescribing doctor's office, the CSR can't / won't allow the customer to speak with a supervisor. Expect a 15 to 45 minute wait before the CSR is available to tell you that they can't do anything.

Altho the headgear was being made by a new manufacturer - it no longer fit for a few reoccurring orders. After telling them, they would not let me return an unopened one and substitute a different size. I paid for the new size headgear. So my recent order has the wrong size headgear AGAIN. so I tried repeatedly to call and speak to customer service to replace the wrong size. 3 calls and on hold times with No contact w a person. 1hour 6 min, 1 hour 14 min (Monday) 38 min Tuesday.

Answer the phone! Anything over 20 min is unacceptable. Or have an email. Guess I’ll just keep trying?

01/05/2023 Preferred called to schedule appointment for their representative to set up a cpap for my husband. We live in East Mesa, AZ. They have an office in Tempe, AZ and one in the west side in Glendale, AZ.

No appointments available in Tempe office until the 3rd week in January. As a heart patient, that is unacceptable. I asked to have the Air Sense 11 shipped to us. She said the delivery driver will be in your area tomorrow. All day window from 7am-7pm.

I asked specifically for the Air Sense 11 CPAP machine and the the Dream Wear full mask system size medium. She said the driver will have all of that on the truck. I said we want the 11, not the 10. She said yes. Air Sense 11 for Mr Ross. The driver arrived at 1820hrs, with the Air Sense 10 CPAP machine not the 11. And he did not have the mask we asked for. Driver said another driver will deliver tomorrow on Saturday with the correct equipment.

This is unacceptable. So husband goes another day. Specifically requested equipment and not a single thing came. Poor customer service. Even worse in listening to the customer.

I ordered and paid for a wheelchair cushion over a month ago. When I call to ask where it is, it just get the run around. "We will call you a soon as we know something. We will call you as soon as we hear back from our Arizona office" but nobody ever calls back. I ask to speak to a superviser, but each time they say she is "unavailable" and take a message I doubt was ever sent. If I don't hear back today, I'm calling lawyers to sue the crap out of you for the pressure sores you're causing. You obviously didn't get into this business to HELP anyone...money, money, money. I hope you rot

I have been trying since the end of May to get an electric wheelchair. I am paralyzed and I am without transportation until they can get me my wheelchair. I called in June to make sure that they had received all of the paperwork from my home health agency/physical therapy. they claim they had received zero paperwork for my wheelchair only paperwork for my boots. It was all sit together. So that was a mystery in itself. So I told him that I would get the paperwork sent back over. And we did. I called and July to find out when their evaluation person would come out and do measurements for my wheelchair. They were shocked when they found out nobody had contacted me to make an appointment. So they transferred me to someone who could. So if I would never called, I would probably still be waiting for the evaluation people to come over. So in August I called to find out the status of my order. They said they were still putting together the quote. OK. That’s understandable. I called again in September and they were still putting the quote together. I was in medical before my car accident so I know that it doesn’t take over a month to put a quote together. so they said they would send an email to Valerie because she’s the one handling it. OK fine. October comes and I called them and they’re still putting the quote together. You kind of get where I’m going with this. Nobody’s doing anything. The representative said she would email. Valerie and I expressed to her that Valerie has done nothing. November comes, same thing. Still putting the quote together. Nothing has been sent to my insurance company yet. Unacceptable! Absolutely unacceptable. If the shoe was on the other foot I can guarantee you, this would have been sent to insurance months ago. So now it’s December 5. I called yet again to find out what’s going on. I was on hold for over 45 minutes before anybody got to me. one of the representative said that my order is in med docs and she didn’t know what that was so she was going to transfer me to this so-called Valerie person who I’ve never spoken to, until today. Valerie gets on the phone and says that she wasn’t sure why it was in med docs, but she was going to put me on hold and find out. She comes back and says that it was in med docs because they had been waiting on paperwork from my doctor. Absolutely positively not true. They had all of the paperwork that they needed and that was confirmed back in September when I called to check the status. So I proceeded to tell her that she was wrong, that all the paperwork had been there so she said that she would escalate it. So after seven months now you want to escalate it. After you’ve been sitting on my paperwork And doing nothing about it. Nothing had ever been done until I would call and check. Nobody ever took the initiative to get this pushed to my insurance on their own. I asked to speak with her supervisor, Sharee. She kept putting me on hold saying that she thinks that they’re in meetings and she will transfer me to sherries voicemail. So I left a message for her and told her that I would be filing complaints because this is a company field full of incompetent people. They don’t care about their patients. They don’t care that I’ve been bedridden waiting on them to do their jobs. I will be escalating this complaint to every possible outlet and I will be blasting this on social media to my hundreds of thousands of followers. Something must be done about this company.

Preferred Homecare has grown over the years and is getting to where they should be sued for fraud. Note: Many of these incidences have been happening long before COVID.

They send the wrong equipment and refuse to replace with what was ordered by the doctor, because I didn't have time to wait for over an hour to get through to someone. (if it has happened more than once to one person, imagine how often the wrong equipment gets shipped).

They have changed their products to inferior ones. When I questioned the differences in diameter of the tubes, I was told the diameter doesn't affect the pressure (which I confirmed with my doctor that the pressure does indeed change.) Did I mention, my partner called to order supplies for himself and when he asked to order mine, they let him with my d.o.b. and name, and gave information about my prescription without prior authorization.

So to summarize:

*Multiple instances of the wrong product being sent

*Wait times up to 60+ minutes, even before COVID.

*Incompetent customer service personnel who will bs you about their products, and break HIPPA laws.

*Cheap products being sent against doctor's orders

Did I mention, in the state of Arizona patients only option is through this company. They have a monopoly and do not care if you live or die due to their incompetence.

ACCOUNT #FDO 02

This is a small monthly payment and I always pay on time, their billing practices are very stressing and staff have a lack of compassion for a patient struggling with heart and lung problems.

I am writing this complaint regarding Preferred Homecare and its billing practices, This complaint started on the month of Feb,2022 the company keeps sending me a bill stating I did not pay and noted on the bill they will put me in collections for $14.00. We sent the bill back and enclosed the canceled checks front and back copies from bank showing we paid on time, on March 2022 they sent us a bill again stating we did not pay this happened again in April,2022 and we keep enclosing the canceled checks from our bank showing we made payments on time. We received this week the bill for May and June 2022 stating we have not paid since Feb,2022

This is the payment they are looking and we already sent on time and were never posted by the company.

1.On Feb 2022 charges $14.00 (we overpaid and sent $70.02 check #933) the bill was only $14.00

2.On March 2022 charges were $14.00 (paid for amount check #938)for $14.00

3.On April 2022 charges were $14.00 (paid $14.00 check #942)

Our calculation $70.02 sent in Feb 2022 we overpaid that month and the company owes us $56.02 for May 2022 $14.00 and June 2022 $14.00 we did not pay as we have a credit of $56.02. We still have a remaining credit for $28.02. The billing company never cared to look or post our concerns and just keep billing us stating we never paid. One employee named Claudia left a message on my phone stating she is in charge of the complaints dept direct telephone [protected] I have reached out many times and left messages but she never called back and this is her address 4601 E Hilton Ave, suite 100 Phoenix, AZ 85034

This company from the very first day has not been a professional business and is not good to the patient, the customer service billing practices are terrible and causes damage to the health of the patient. They never answer the phone either busy or get hanged up on they have tons of customer complaints and are a D- rating on the BBB. I have paid an expensive health insurance company to deal with this issue and it is not right, please help me to resolve this issue and adjust the bill correctly and expect a refund. Thank you for your help. We attached our cancelled checks of faithful on time payments.

I've been told I can only reorder supplies by phone. There is an inordinate hold time when calling in, and when I finally talked to a representative I was told I couldn't call for a refill until next week. I couldn't place my order and have it sent out at the appropriate time. Also, I can't just order supplies on line. What a time waster! Very customer unfriendly.

Yet again, I waited home all day -no one showed with replacement. After waiting all morning called in AM to get updated appt time and was told 4-6pm. Did not happen. And time drags on for return options. I'm so disappointed!

My dad died and preferred refuses to come get the hospital bed! How hard could it be to just come get it? My daddy is dead now! I’m so angry and frustrated because I’ve been calling them since January 2022 to come get the hospital bed and they have absolutely refused and I say this because I still have the hospital bed and it’s April 1, 2022 tomorrow

My husband is in.hospice and can't get any supplies for.his.cpack.we ordered 3 times since November before he got anything and when he did they gave him the wrong siz mask .called again and it's been weeks still haven't received anything.we r changing out old parts to make him a mask that works.this isn't right when.he is terminal.pleqse help us. Mrs richardson