CPAP Medical Supplies / Doesn't care
Lincare has the worst customer service. I am completely dissatisfied with my experience with them and am trapped dealing with them until my CPAP has been purchased by them. I got my CPAP in July 2009. I had Aetna insurance at the time. I was told there would be a 90 day trial and then the CPAP would be purchased, once compliance had been proven (through the smart card in my machine). Turns out that did not happen - after 90 days they continued to bill my insurance for the rental of my CPAP. When I called to complain they said "Oh that's not the way it works - we bill your insurance until we've billed for the cost of the machine, $1400.
In December 2009 my insurance changed as I went on Medicare (I am disabled). I was told by Lincare that the rental of my CPAP would start again ("from zero") - basically they were going to charge my insurance for the entire cost of the CPAP even though they had already received 5 months of rental payment from my prior insurance. I told them that I felt this was not exactly kosher. Two months later I got a letter from my insurance stating they would purchase the CPAP. I waited and waited and waited for Lincare to send the claim to the insurance company. Finally (at the end of February) I contacted Lincare to see what the problem was. I was told they had submitted the claim - which I stated was impossible because my insurance did not receive it and every single other provider I have seen has submitted their claims immediately and have been paid. I was told the claim would be resubmitted. It still has not been submitted. I have told them repeatedly that they will not receive payment for my portion of the CPAP (I have to pay 20% since Medicare only pays 80%) until the claim has been paid by my insurance. Lincare only has 90 days to submit the claim or my insurance will not pay for the CPAP. Why do I have to repeatedly call Lincare to get them to do what they need to do? Melissa at Ext. 213 is responsible for submitting the claim. I am unclear as to why it takes so long to get this done. She cannot provide an answer. Deanna D. at ext 165 is in their collections department and has been sending me bills and letters stating my account is past due - despite the fact that I have stated repeatedly that I will not pay until the claim is submitted to my insurance and that claim has been paid.