Preferred Homecare
reviews and complaints

The insurance approved a certain amount of hours as of early December and every time I call the agency, I am told they did not receive the approved hours. However, my insurance confirmed this change. I was recently diagnosed with a severe illness and the agency is still not applying the changes of HHA hours for me to have the appropriate service.

Prescription was turned in Monday 12 13 2021. I have not even received a call
I called and was on hold 28 minutes to be hung up on. When I went to the office the staff was rude to me and 3 other patients. After watching there 45 minutes I was told that they are still trying to " process " it. It has been 5 business days. Still not receiving medical equipment that the doctor deemed nessary!

My oxygen company through United Health Care was Apria. I received a letter from United Health Care that my oxygen provider was changed to Preferred Health Care. They were supposed to contact me to bring me a new concentrator and oxygen tanks. I have called them many times the past month, and always have been put on hold for a long time, nobody at the company would answer the phone. I have called them over and over the past month, and they have very poor customer service, and I can not trust them to reorder my oxygen tanks that have emptied. This company is very unreliable. United Health Care should drop them as a provider for oxygen supplies.

I am running out of oxygen bottles. They are delivered every Thursday. I have been trying to place an order for refills and the only phone listed states they are having phone problems. I do get recording message they are experiencing a high call volume and please wait for representative. I held for 31 mins Wednesday plus called at different times. Thursday called several times and held once 47 minutes. Currently holding 39 minutes and am going to hang up.

I've been trying to get a portable oxygen concentrator since February the light weight ones when I got out of hospital and your workers are just plain lying first the say the hospital dr put script in for in home lie 1 he knew I already had in home 1 so had to go back and forth for over week then repeatedly they said no script for it lie 2 it was sent to them at least 5 times since February now they say they don't have the light ones and now once again no script then last Wednesday I called needed he nasel cannulas for inhome the claim they came Thursday I was there I don't leave house plus have dogs if they knock my dogs would go crazy knocking I still don't have them this is over a week I've been using same dirty cannula I clean but still dirty it's been chocking me every night I cough and wake up don't sleep you really need to get caring people who dont make sick people go threw hell to get your products there's a lot of complaints in the bbb getting ready to also put one in to health department

I had no backup oxygen all weekend if there had been a power failure my life would of been on the line this to me is criminal. I requested a portable but was denied. Woman in charge said I would need a new prescription and would have to qualify? Anything said to not bid my request? If I need to go elsewhere to correct this kind of problem I am on my way!

With a cancer diagnosis in 2013 I underwent a laryngectomy and removal of my voice box at UCLA R. Reagan Medical Center. After 10 days my husband brought me home to Las Vegas and to the care of visiting nurses and a myriad of DME equipment and medical supplies - all provided by and organized by Preferred Homecare.
I was a bewildered, needy patient who was immensely helped by your company.
In a few months the laryngectomy tube was removed and a voice prosthesis inserted. This allows me to speak but with difficulty.
My contact with Preferred Homecare was by email. The nicest, most efficient customer service representative, Lisa Halwix, Trach and Vent Coordinator, offered to receive my monthly supply orders by email, understanding that requiring me to dictate a list of needed supplies on the telephone would be a huge strain on my meager voice.
In 2014 I was diagnosed with lung cancer and was seen by a pulmonologist. Now I needed oxygen equipment and was referred to AA Medical, now AdaptHealth Co.
It did not trouble me to have two medical supply companies. However, in 2019 AA Medical had a billing problem which we could not agree on. I had to leave their nice employees and decided to put all my supply needs in the hands of Preferred. Lisa Halwix helped me with all my transferring needs. Every month I ordered from her, receiving the box of supplies within a few days. There were orders from physicians needed by my insurance provider, Aetna Medicare, and Lisa helped me with all the forms.
Oh, I did not take Lisa's caring attitude for granted. Frequently I thanked her and acknowledged that she was going above and beyond the definition of customer service.
Eight years have gone by, my lung tumor is stable but ever present, I sleep with oxygen from the concentrator, and every month I receive medical supplies. UNTIL NOW.
And NOW brings me to the point of this communication. We changed our insurance in January this year, choosing Medicare as our primary and Anthem Blue Cross as secondary. Suddenly my accustomed routine of medical supplies fell apart. There began a series (not merely one!) of phone calls from Regina Lozada in billing. She instructed me that I must see my doctor and submit from him to Preferred Homecare an approved list of supplies. After 8 years with little variation in my supplies. After assuming I was a valued customer with a Preferred file for all my details.
February dragged into March. My pulmonogist, overwhelmed with the Covid-19 crisis, said one of his nurse practitioners could easily handle this insurance issue since I was not at all ill. Papers were sent to Preferred. They were refused several times for signatures in wrong places, an objection refuted by the Lung Center doctors. In March I submitted an order to Lisa Halwix and then learned the sad truth: Medicare patients cannot be represented in their home state. I would have to deal with employees in Arizona. These people, represented by Ms Lozada in addition, now, to a Lisa Hill, insisted their forms were still not correct for me to be served by Preferred. AFTER 8 YEARS! My doctors office manager tells me she deals with many medical supply companies here in Las Vegas and never has been treated as Preferred's employees did.
Finally in March it seemed I was going to be allowed to pay Preferred for tubing, masks, suction jars, etc., any supplies not fully covered by Medicare. I emailed my usual order for 5 or 6 items to 3 different people. This is what I was instructed to do: to Regina Lozada, Lisa Hill and MIT Supplies. That week my husband answered the phone to Lisa Hill, calling me with a question. I reminded her that speaking on the phone was so difficult for me. Could she not send an email? She sounded surprised and ignorant of my condition. AFTER 8 YEARS! Does Preferred not have files on patients? Eventually I did receive that March order.
I write today not merely because I am so disappointed in a company which I thought valued me but also because on April 28 I emailed a second supply order, requesting a reply from Preferred having received it (a gesture Lisa Halwix did monthly as a courtesy). Today is May 5. I have received no reply and to date no supplies. Will they arrive?
Of course, I am taking recommendations from my ENT, my oncologist and pulmonologist for a change of medical supply companies. My leaving your firm won't be of consequence to you, but social media will read this and wonder...as do I, how Preferred Homecare stays in business.
Sincerely,
Joyce Goldin

I have been on hold for 1 hr. trying to talk to SOMEONE at the Las Vegas office. I need some assistance with my O2 Concentrator. The alarm keeps going off.

There is actually no excuse for this. What if I need this oxygen just to breathe at all.

This is not the first time I have had trouble even getting the phone answered.

Please respond.

Donna Aldridge
[protected]

I have used this company previously when I lived in Buckeye AZ and now in Mesa AZ. I have never had such inconsiderate customer service as I have had from your company. When I rely on oxygen tanks to give me mobility I expect quick service. It should not take 2 or more days to have my tanks delivered. I am on 6lpm so you can see how quickly one tank will deplete and yet I had to fight to get even your people to agree to providing 6 at a time. I previously received 10 at a time. In addition, I am moving from an assisted living apt in Mesa to my daughter's home in Buckeye . That is a one and a half hour drive. You customer service representative stated that we would have to transport all of our oxygen tanks and as well as the in home concentrator. It is not safe for us to do that and I think you need to do some retraining of your staff. I promise you if something should happen because we have to transport these in our vehicle, I will be getting an attorney to suit your company. When I was with MedAssure, there process was to deliver new tanks and concentrator etc. to the new location and pick up the old equipment at the previous address. But your customer service person told be "We are not a moving company" no you are a supplier of specialized medical equipment that you should be more concerned about, not to mention concern for your customers...but why should you care when you have a monopoly on the service for Medicare Insurance holders. Your company stinks and I hope you lose your contract with Medicare. It would serve you right. Maybe you gotten to big to care about the people you SERVE.

When I notified the RT that I was changing insurance companies and that I wanted to self-pay-to-own my CPAP machine, I also inquired as to the monthly cost. I was told she did not know, but that someone would let me know.

I did not receive a call or letter, or direction about how to obtain that information.

I was not billed for 5 months, to alert me to the unreasonable charges.

As a RN for 42 years, I had good reason to believe I would be charged the cost of the item with some profit but certainly not a 600% mark-up. I was never told the monthly cost that would be billed to be until May.

I was not told that the cost would ultimately be $1170 and therefore did not have an option to seek an alternative.

I was not given an option to self pay $945 vs the $1170 that would be billed to my insurance company (with a $6500 deductible)

Your billing rep/company sees nothing wrong with ultimately receiving $1300 for a machine that you purchased for (probably $200) and sells online for $429. I spoke to billing reps in May and also today, July 12, and was told 'there was no one else I could talk to

Bottom line:
• There was no informed consent.
• I did not sign a contract for the current rate.
• You cashed my last payment even tho I stated that cashing it meant you agreed I was fully paid up with no further balance due.

Your company already received almost $200 from my prior insurance company, to so ‘begin again at 0' is unconscienable double billing. This is a practice that I will bring into the light for those evaluating questionable healthcare practices.

I would like to see your policy and procedure for notifying patients of charges and changes and your policy about informed consent.

Otherwise, since you have already made a profit on this machine, I respectfuly suggest you consider this an opportunity to correct your procedures to avoid these issues in the future, and allow me ownership at this moment without further billing.

Thank you.

Tani Bahti, RN, CT, CHPN
[protected]

Dr ordered a new c pap machine. They brought out a busted broken machine with nasty fluids on it. My son is severely disabled an contacts germs easy an can be fatal. Found out it was very used so had to complain they brought out a new one finally. However they picked up his mask with it that my insurance done paid for an he has no mask. After many complaints now today they said he has to wait 6 months cause he received one back when an I said no your driver took our mask when he brought the replacement Machine. She said they cannot give him another one so will contact insurance to because they paid for a new mask there driver took back. Mean time my son is at risk of death RN has to monitor him every minute an shake him.

Need C pap supplies. Have called for days. Go for hours holding, no one comes to answer. I'm in need of my supplies. I am a heart patient and stoke patient. I spoke to Joy and Dominic who are in other depots. They sent them emails which they never responded to me. They don't deserve to b in business. Please help me get my supplies! The Doctors refer us to you and you could care less. Please help me.

I have medical power of attorney over my father and he is awaiting a lung transplant and has 2 appointments every week he is on high flow oxygen 15 liters and we use 8 to 10 tanks a week the company refuses to deliver weekly when this is a medical issue and he has to go to these appointment. I work the same hours as the company is open and have exhausted all of my time off because of the doctor visits their solution is not an option unless it is that they will deliver weekly.

My name is Michael Moctezuma, I have been a client receiving trachea and vent supplies from your company for approximately 10 years. I recently received a letter stating that I would be transitioned to a new supply vender with ease, this has not been the case, I have only experienced stress, frustration, and anger most of all a great delay of all my supplies to this date. My need for these supplies are a matter of life and death! I require my supplies daily in order to keep my health moving forward in a healthy manner. An example of an equipment need is my medical vents that require filter changes, today i have not been able to keep the machine in top running order due to not having filters changed and can cause a respiratory infection. My caregiver has made many attempt to help get this matter resolved, she has made calls to my PCP, Super care (new suppliers) LCS and neither have been helpful all we get is pointing of fingers to each other. Again my health is priority I demand an investigation to find out who and why I have not had this transition smooth as stated in the letter sent by your company.

On Monday 10/23/17, another call to Las Vegas branch, demanding a manager. Finally got through to "Keith", Distribution Manager.
Discussed situation, an order for oxygen was expedited, and he ensured me that he'd look into the events & get back with me on Tue. 10/24. Oxygen was delivered 10/23 @610pm, over FIVE days after order was placed. On 10/24 however, "Keith" never called as promised. Today, 10/25/17, still no call, and still no answers. He had given me his phone# to call to place my orders directly with, for in the future. This Is NOT acceptable! It's as if Preferred Homecare is saying "here's your order already, now be happy, shut up, and go away!". Well, sadly, there's not much more I can do, if those responsible fail to live up to their word, within their company. But there are others, such as Medicaid, that I believe would like to hear about my ordeal.

Ordered 13 tanks 10/18/17 for next day. Never recv'd on 10/19/17. Called after hours & told order had "not been processed", so delivery was to be 10/20/17. Called @9am to ensure delivery. Told order had been "processed", and delivery was to be by 12pm
Called back at: 1pm, 315pm, 340pm, 440pm, each time being told delivery was to be by each of those times. No deliveries. Also left VM at 330pm with supervisor "Lisa", who never called back. Saturday 10/21/17 "Cameron" told me order had been "canceled", and delivery would be by 2pm. No show. Called back, and delivery was now 6-7pm. Called to verify @630pm & another agent said mine was the last on the route, so wouldn't be until 930pm. Waited till 1030pm and went to bed. Sunday 10/22/17-NEVER DELIVERED! No apologies. Only LIES! I have a concentrator machine, but also need the tanks oxygen, as it is a different concentration than the machine. I've mild COPD, but mainly Hypoxaemia due to the heart, with brain damage. And just had heart surgery on 10/17/17. I've waited 4 days now and its become an urgent matter, much more than just an order not being received, or being held hostage because I can't leave the house. I don't understand why they're doing this to me. I'd hate to think they're prejudice because I've Medicaid for insurance?

Every month we get a letter about needing a prescription for the oxygen tank. So I got one and mailed it along with my tricare insurance number. Then I got another bill, so I called the Rep, but his mailbox was full. So I asked my Doctor to fax the prescription to the company in Wildomar, .ca.
Then the next month I received a bill for $1200. So I asked the Doctor's receptionist to fax another prescription so they can bill Medicare.
Today I received a Collections notice. This company is incompetent and one department doesn't know what the the department is doing. If I call them, I am put on hold until they hang up on me

I feel so disgusted and sad at the way the customer service rep and his "supervisor" spoke to me today. There was suddenly a charge for $121.00 on my debit card today. I have the paperwork from when I received my cpap machine December 20th, 2016. I paid $50.00 at that time and agreed to pay $35.00 x 4months on my debit card. those payments came out, ending in April 2017. Low and behold I wake up this morning and this fraudulent company took $121.00 from my account today, no warning, no bills, no calls, they just decided to auto deduct this from me. When I called I could not get a straighter answer, first the insurance denied, oh no no not that, it's your deductible. yea that makes sense my insurance cycled again in January. I was told "they aren't my personal banker" and how if I wanted money taken from my HSA that's what I should have used then. I was also told, and I quote "you agreed to this when you provided your debit card number" ummm no don't think so I agreed to $35 for 4 months, not bill me as you wish! I hung up on the supervisor and called my bank. I've blocked all charges! and I'm disputing this charge. you all should be ashamed of yourselves. I will be ordering future supplies elsewhere, you all are scammers and frauds!