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Preferred Homecare
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Preferred Homecare
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1.4 61 Reviews

How responsive is Preferred Homecare's customer service?

6 Resolved
52 Unresolved
Poor 🫤
Preferred Homecare is a rare visitor on ComplaintsBoard, so the pace of resolving complaints leaves much to be desired. We believe they should spend more time and effort on reviews to naturally grow customer loyalty. As for reviewers, we'd advise carefully reading existing reviews to understand what to expect. It's also helpful to go through the few complaints that Preferred Homecare has already resolved to get a clear picture of their customer interaction and potential challenges in resolving your personal issue.
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Preferred Homecare reviews and complaints 61

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Newest Preferred Homecare reviews and complaints

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T
7:12 pm EDT

Preferred Homecare Hospital bed

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

Desired outcome: Please please just come get the hospital bed! I’ve started begging you in February and now it’s April tomorrow and ??? I just want preferred to come get the hospital bed

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6:51 pm EST

Preferred Homecare Supplies

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

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7:20 pm EST
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Preferred Homecare private wheelchair

Wheelchair was picked up before Christmas. Called 1/20/22 and wheelchair still needs insurance approval. Has not been touched in over a month. On top of that, once approved, payment is needed even before parts are ordered. WHAT KIND OF COMPANY IS ! Luckily, my insurance has given me an alternative for another facility.
As of today 1/20 the approval has not been filed with the insurance company

Desired outcome: GET OF YOUR [censored] AND FIX MY WHEELCHAIR

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M
8:59 pm EDT

Preferred Homecare Increase hours not received

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.

Desired outcome: to apply the effective HHA hours from the insurance

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5:08 pm EST

Preferred Homecare Unfilled prescription

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!

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3:09 pm EDT
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Preferred Homecare Very poor customer service

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.

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5:48 pm EDT

Preferred Homecare deliverys

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.

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3:01 pm EDT

Preferred Homecare Oxygen

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

Desired outcome: Getting what I need

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2:37 pm EDT

Preferred Homecare Mobility scooters

Its been about 4 or 5 months that Preferred Home Care, Justin, has been fooling around with this scooter prescription from my doctor. Im using a broken wheelchair while waiting. Justin calls me at 7:05 in the morning to dicuss various options, never bothered to measure me for good fit, refuses to respect or accommodate my unique structural needs for disability. For example hes offering a 17"seat width when my bottom spread is about 20". He says its so important to have scooter that can be taken apart when I havent driven, nor do I have anybody that drives. I need suspension due to severe back problems, he offers a cheap option that has hard wheels, and no suspension. Cant figure out why he hasnt been better trained. Keeps saying hes not on commission. Doesnt mention incentives or bonuses to offer cheapest scooter available. He offers one brand when there are about 150 different scooters available. Somebodys pocketing the money for his incompetence. Doesnt factor into what defines "service". I asked for second opinion and he called me again with another incompetent offer. Disgusting that Cigna doesnt resolve this.

Desired outcome: provide a scooter that actually fits my disability

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11:11 am EDT
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Preferred Homecare Reception in phoenix

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!

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4:14 pm EDT
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Preferred Homecare Medical supplies

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

Desired outcome: receive supplies!

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12:48 pm EDT

Preferred Homecare O2 concentrator

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]

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4:31 pm EDT
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Preferred Homecare Oxygen and respiratory supply service

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.

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2:01 am EDT
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Preferred Homecare Delivery

Was suppose to have recieved my oxygen tanks today but no one even showed up I called about 3pm was told that someone was suppose to have been to deliver my items between 6pm and 8pm no one even showed up I have been home all day this is the second time they did an no call no show its sad that an patient like me on oxygen has to endure such poor treatment smh

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7:21 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Preferred Homecare cpap billing and unethical approach

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]

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Resolved

received call from VP who sought to understand and address the situation to my satisfaction. Please pull the posting of this complaint.

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3:53 pm EDT

Preferred Homecare cpap supplies

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.

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Update by Nancy kreager
May 31, 2018 4:01 pm EDT

Dr ordered a new cpap. They delivered a very used nasty busted very dirty machine didnt even work. So finally hard but got a replacement machine but when driver picked up broken one he took our new mask with it an head gear. I called explained and said we took it off was just next to machine he picked it up to. They now say my son has to wait 6 months to get another mask an head gear because he got one . Well yes but there driver took it so mean time he has no mask at all. He's special needs kid has many problems RN monitors him to keep him alive an no mask. Not to mention our insurance paid for the mask driver took back . I'll contact my insurance today to let them know . This has been two months already an no mask an they say another 6 months . People this company sucks.

Update by Nancy kreager
May 31, 2018 4:02 pm EDT

No update yet still waiting

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6:02 pm EDT

Preferred Homecare ordering supplies

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.

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4:11 pm EST
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Preferred Homecare preferred homecare delivery

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.

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4:09 pm EDT

Preferred Homecare patients transitioning to new vendor due to branch location closing

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.

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5:41 pm EDT
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Preferred Homecare follow-up to "hypoxaemic/copd" patient not receiving oxygen

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.

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Update by Linn Snyder
Oct 25, 2017 5:44 pm EDT

As there was NO posting an update option, I had to make my own. There are 2 parts to my entire entry, starting with 10/23/17 and finishing with 10/25/17.

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Phone numbers

+1 (800) 636-2123 +1 (866) 260-2230 More phone numbers

Website

preferredhomecare.com

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