CareCentrix
reviews and complaints

I received incorrect bills for unknown services (incorrect descriptions) related to Sarasota OXYGEN & CPAP, I got confirmation from Adapt, that my insurance was paid in full and my account is zero,

At the same time, Sarasota OXYGEN & CPAP sent incorrect claims including incorrect services to my insurance.

On March 3, 2023, I received my CPAP from Sarasota OXYGEN & CPAP.

Regards,

Fady

I keep trying to pay my bill. It shows up as paid but then the money never comes out of my bank account. A week or two later the next bill goes into my account but the total balance due is higher. I try to pay that bill and the entire remaining balance. I get a receipt but the money never comes out of my checking account. The receipt remains, but the next time a bill comes across, the balance is higher. This has been going on for months. I tried to call but the person says she can't check on the status. So, it keeps on happening that my bill and account looks like it is paid but the bills keep not coming out. I have no way to tell which bills are paid and which are not. My balance goes to zero whenever I submit an e-check but then since they are not cashed in, there are an awful lot of authorizations out there and I am nervous the computer will all of a sudden cash all of them. It is very difficult to be able to pay since it isn't a one click thing. This system is extremely difficult to use and since the money isn't coming out I don't want it to go to collections but the customer support won't support and give me information and I keep sending money and getting receipts every two to three weeks to try to pay it off in full. My bank account has enough money but it just never seems to fully work. Your system needs an entire overhaul. Please process my payments that have been made and make it clear if there are any that have not been paid. Thank you.

After my surgury in January 2023 as part of my release from the hospital the doctor ordered daily wound care from a home health provider. My policy with Florida blue allows me up to thirty days a year of home healthcare whether it be daily ( all in a row) or spread though the year. This I confirmed three times with the insurance company ( Florida blue). No home health provider would take me as a patient because carecentrex will not pay for daily wound care as carecentex is the home health go between between Florida blue and home health providers. The provider that took me on for 3 days a week only. They explained they have had other patients with doctor orders for daily wound care that carecentrex refused to pay them for because carecentrex refuses to pay/authorize daily wound care even though the doctor ordered it and Florida blue authorizes it.

I’m glad to know I’m not the only one that has billing issues with this company! I have a supplement pay plan that pays up to $20,000 a year. At first I could get them to bill them, I finally did. But now I have 3 collections on my credit, that I never even got a bill from and I don’t even know what it for. Does anyone know how I can continue with my medication and go through a different company. I’m ready to talk to a lawyer about it, just bc I’ll never get my credit straight, if I keep having collections put on it with something I don’t know about. They are terrible!

ATTN: CUSTOMER COMPLAINT

To whom it may concern,

I have received a letter with a denial for my child's PediaSure. The denial was rendered by Gina Vendetti, MD and I formally request a peer:peer with this provider. Harlow is currently 8 years old and has been diagnosed with Rett Syndrome since birth.

Rett syndrome is a rare genetic neurological disorder that occurs almost exclusively in girls and leads to severe impairments, affecting nearly every aspect of the child’s life: their ability to speak, walk, eat, and even breathe easily. The hallmark of Rett syndrome is near constant repetitive hand movements. Rett syndrome is usually recognized in children between 6 to 18 months as they begin to miss developmental milestones or lose abilities they had gained. Rett syndrome is caused by mutations on the X chromosome on a gene called MECP2. There are more than 900 different mutations found on the MECP2 gene. Most of these mutations are found in eight different “hot spots.” Rett syndrome is not a degenerative disorder with individuals living to middle age or beyond. Rett syndrome occurs worldwide in 1 of every 10,000 female births, and is even rarer in boys. Rett syndrome can present with a wide range of disability ranging from mild to severe. The course and severity of Rett syndrome is determined by the location, type and severity of the mutation and X-inactivation.

Harlow cannot perform any ADL's without complete assistance. Harlow consumes her Pediasure (4 per day for nutritional support) as well as pureed foods. We have been working very hard with her therapists in order to avoid a PEG tube and her PediaSure is an absolute medical necessity.

Harlow has clinical documentation and medical notes from the following Rett Centers:

- Boston Children's Hospital Rett Syndrome Clinic

- University of Alabama Rett Syndrome Clinic

- Baylor College of Medicine (Blue Bird Circle Rett Center)

- University of Tampa

Harlow also has medical documentation from her Pediatricians:

- Rosa A Fernandez MD [protected])

I have contacted CareCentrix this morning and spoke to Karen, Customer Care Advocate, who has opened this decision up for review. I will also be happy to have your "Medical Director", Gina Vendetti, MD evaluate her in person at her Pediatric Office being that we live in Wellington and Gina Vendetti, MD has an office in Coral Springs.

Sincerely,

Brian Lipari, MD

14906 Horseshoe Trace

Wellington, FL 33414

[protected]@aol.com

[protected])

On September 15th I was placed on O2 and was on it for 2 months. I am being billed for 3 months - I called for pick up a week ahead of when they picked it up. Which was Nov 9th - with in the 2nd month. They put me off at that time and are now billing me for it. It was picked up on the 16th - ? wonder why? It was the local companies fault. Now they are threatening me with collections. I have called repeatedly within business hours and waited for 1/2 hour and then told no one was available. And no one has called me back.

We do not owe for a third month as it was not our fault that the company did not pic it up until the 16th .The machine sat outside for them for a week. I do not feel we owe for the 3rd month as we did not have the machine for a 3rd month. Account 3771-qw295. The 2 months I used it have been paid.

I have a contract that says rent /purchase. I intended to purchase and was told by Aerocare i was purchasing a Cpap machine because my 2021 deductible was met. After paying over $1,000.00 for a machine that i was told would be about $700. now i have been told im in a rent to own. I don't want to rent anything. I want a bill in 2021. I'm also being billed for a bunch of stuff i never received hoses, mask headgear, chin strap. Care Centrix Says it"s Aero Care they say its Carecentrix.

Alex Saxon

[protected]

This is where my bills go. I have dealt with them on the phone in Lakewood, NJ. Have received THREE letters about a $20 bill that I paid in DECEMBER. All my bills are always paid on time. Twice I have been told it was fixed. Even provided proof from the bank that it was paid. Third letter today now threatens to send it to a collection agency. Because of their screw up. I have been nice up to now but today I sent an equally ignorant email to them as the letter I received. This company is the worst I’ve ever dealt with in my entire life. Everyone promises the moon but no one fixes anything. I am seriously contemplating giving up my sleep apnea equipment so as to never have to deal with this incompetent company again!

For the last month I have been in contact on the daily basic either on the phone or by email. Every day your representative has a different excuse in my opinion they have no idea what they are doing. I need this supply for survive. I will make your company responsible for my health physical mentally and emotional. if I don't received the care that I need and pay for it. My health plan does a very good job, but Carecentrix is failing badly, and they should fix their business practices ASAP. I have no idea Why this company stay in business. I will contact the state and the governor office. Every single representative from the Senate and Congress. I will contact the news media in the next couple of days.

I have so many issues I don't even know where to begin.
Although they finally acknowledged their error with billing, and time will tell if they actually fixed it, I will never get over the fact that they asked my mother ( who has a severe TBI) to answer ridiculous questions after she had given a verbal ok to speak to us about her bill. She provided her name, address, and birthdate to verify her identity and this was still was not enough. They asked her to provide further information that was beyond her ability. Even after her verbal permission to let us provide the information to resolve the issue, they continued to pressure her to answer questions. They already have been given permission nearly a year prior to work with us, and we had been working with them ( an accumulation of over 10 hours, over 11 months, and 9 different employees) regularly. To demand that we stress my mother over this was completely unacceptable. We informed them we had medical power of attorney, even after her verbal permission was not enough. We ended up waking my mother and having her repeat the information as we read it to her. She would have repeated whatever we asked. How is this beneficial? My mother then began to worry that something was wrong and had to calmed. This was beyond unacceptable. I see that billing issue are a problem with this company but their customer/patient care is unacceptable and should be reported. They would not even allow my father to address the issue and he is her husband!They use Hippa as a crutch, but they are the only institution we have ever had this happen with. When dealing with patients who are incapacitated there has to be a system in place.

In September 2019, I got a knee brace from my doctor. Late 2019/early 2020 I get a bill from carecentrix for $700. This brace is available from donjoy for $70. I've spent countless hours on the phone and waited for lots of callbacks with no reasonable resolution. Their CS agents kept repeating that it's "an agreed upon price between carecentrix and the insurance company" I get that but 10x the cost is unfair pricing. I was never given an estimate and would never agree to it if so. They also kept saying it's coded as a custom knee brace, there's nothing custom about the brace. They are now threatening collections. The extortion and lack of customer support is concerning. Makes me wonder how many vulnerable people this company is taking advantage of.

In September 2019, I called Carecentrix customer service about a bill for my husband's CPAP equipment but was told they would only speak with him unless I was designated an authorized agent on his behalf. He called Carecentrix to authorize me and was told thewy coukldn't accept his verbal authorization and needed to complete a hard copy form and mail it back for their files. The form arrived in the mail, my husband completed it and mailed to Carecentrix in their return envelope.

Six weeks later I called again to discuss the bills and they said they had no form, so wouldn't speak with me. I told them form was sent and that no bills would be paid until we spoke with someone. Bills continue. On Feb 21, my husband called again and after a half hour 'please hold while we service other customers' message, he was given the option to leave his number for a callback in 24-48 hours. It is now Feb 26 and no call back.

I also have concerns about how frequently they send CPAP supplies that we haven't requested and don't need, and how much they bill and are automatically paid by my insurance company. But that's a separate issue that I can't even bring up as they have erected a soundproof wall between customers and services.

Susan Carson

Services for Jeffrey Carson, Account #5802-GD095, Intake Patient ID 7327959

I had an outstanding balance of almost $2000 because I wasn't billed or made aware that I had a bill for over a year by Carecentrix. I was called and threatened with being sent to collections over a bill I wasn't made aware of. I paid the bill in full and then was sent to collections again because they forgot to tell me about another account that I had with them. That's right, forgot. So I called and asked for a reduction in how much I owed and they offered me 15% and told me I should be lucky to get that much and then immediately asked me to pay it in full. Absolutely not. I should not be punished for their inability to bill correctly. I faithfully paid at least $40 a month to pay it off only to receive a letter in the mail telling me I was being sent to collections.

I returned the oxygen tank and concentrator, to Pacific pulmonary last november 2018
Pacific pulmonary has been notified as have you as have left messages concerning this issue. I was supposed to get a response from you credential regarding this issue and I am fed up with continued bills and phone calls.
I will not be paying any bills until this issue has been resolved.
I have bought my own equipment.
I believe the insurance company may still being billed as I am.
Please deal with this issue.
Thank you
[protected]@gmail.com [protected]

A payment of $1973.00 by me on 2/17/19 and an insurance payment by Cigna created a credit balance of $1106.69. On July 31 2019 Carecentrix promised to mail me a check for that amount. Now (10/30/19) Carecentrix is refusing to send the credit balance to me because there is an insurance payment pending. My issue is that in most months there is a pending insurance payment because I order diabetes supplies on a regular basis. I've been on the phone today with three different agents at Carecentrix for over an hour looking for resolution.

My husband has stage four cancer and had a colostomy. We were told by our insurance company we needed to contact care centrix for supplies. It took multiple phone calls with care centrix and his providers office to secure the authorization. We were told his supplies would be mailed. Several weeks later and no supplies we receive robo calls asking if we are happy with their service. I called customer service and was originally told the items had been shipped then after being placed on hold I was told the other company that should shipped the supplies did not because there was a problem with the authorization and the quantities requested. I was told the situation would be escalated and we should receive his supplies "as soon as possible". Since he was out at this point forget it! I just went and purchased what he needed. Thankfully it was "just" colostomy supplies and not a major purchase.

I had foot/ankle reconstructive surgery 3/19, was discharged from the hospital 3/24 with orders for HHC, PT, and OT.

It is now April 15th and I have yet to receive ANY services. I received lots of phone calls apologetically advising me that basically you are "understaffed and working on it"...; plenty of voicemails asking me to return calls to a call center with no available phone reps. Meanwhile, I'm suffering through recovery alone and have been forced to improvise to take care of myself! This service is a disgrace and I won't rest until Cigna discontinues contact renewals with you.