Complaints

This profile includes complaints for Supercare Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Supercare Inc

  8345 Firestone Blvd STE 210 Downey, CA 90241-3871

• 

  Supercare Inc

  PO Box 844163 Los Angeles, CA 90084

• 

  Supercare Inc

  PO Box 844163 Los Angeles, CA 90084

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was prescribed a nebulizer on March 12 a few days after that my insurance company approved the nebulizer it never arrived. I called the company. I spoke toa woman there that told me that my insurance had denied the claim and then I asked her what insurance and she gave me the wrong company so I corrected it with her. She said oh youll get your machine in a day or two the machine never came so I called it again. got no response after leaving a message and then I called my insurance company. Spoke to my insurance company. They said everything has been processed. Thedoctors office said they sent the referral. Everything has been processed *********** then after I contacted them again told me that they had no authorization from the insurance company so I called the insurance company. said they had already authorized it before and they had received it and my wife was on the phone with super healthcare and they told her tohave it faxed to a number so my wife fax the I had the insurance company fax the Paperwork over to super healthcare about the nebulizer. They said that it was expedited, but Im still sitting here today with no nebulizer and these people can somebody playing games with their medical supplies like this. I think there should be some kind of charges brought on somebody for this. Its not mydoctors office. Its not my insurance. Its super healthcare playing games with peoples lives. I need some answers and I need my machine.

  Business Response

  Date: 04/21/2025

  We sincerely apologize for the frustration and inconvenience you experienced regarding the delay in receiving your prescribed nebulizer. At SuperCare Health, we take our responsibility to provide timely and reliable care seriously, and we deeply regret any distress caused.
  Upon reviewing your case, we confirmed that the delay stemmed from awaiting authorization from your insurance provider. We understand that this process can be confusing and appreciate your diligence in following up. We also acknowledge there was a miscommunication on our end, including the incorrect insurance information initially provided and the automated Parachute message, which may have implied the nebulizer was already en route. We recognize how this added to your frustration.
  We want to assure you that once the required authorization was received, your order was expedited. The nebulizer was successfully delivered to you on April 5, 2025.
  We truly regret the inconvenience this process caused and understand the importance of timely access to medical equipment. Your feedback is being taken seriously and will be used to improve our communication and service procedures to prevent similar issues in the future.
  Thank you for your patience, and please dont hesitate to contact us directly if you have any further questions or needs.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23157791
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been getting billed for the same thing about every 3 months for more than a year now. I always just paid the invoice because they threatened to add a late fee if payment was not made within 15 days. I was told that insurance would cover everything and I believe this is for a wheelchair. In the invoice I attached, you can see I am getting billed for the same thing 3 times in one invoice. I believe I am being double-charged, which is fraud. I have tried emailing the company in the past and got no response, but I keep getting these invoices despite paying them every time. I just want the money back that I have already paid them and I want them to stop billing me. The account # on the bill is ****** and the invoice # is ********.

  Business Response

  Date: 04/14/2025

  
  Response to BBB Complaint Account #****** | Invoice #********
  Thank you for your feedback. We apologize for any confusion regarding your billing.
  The equipment in question was provided under a monthly rental agreement, which is standard for this type of medical equipment. As outlined by your insurance, you are responsible for a 20% co-payment each month during the rental period.
  The invoice reflects three months of standard rental charges, not duplicate billing. However, we understand the confusion and have since explained this to the patient.
  To help resolve the concern, we are allowing a retroactive re-bill to the patients secondary insurance to minimize any out-of-pocket costs.
  If additional documentation or support is needed, our billing team is available to assist.
  

• Initial Complaint

  Date:03/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is SuperCare hides the prices of **** supply costs that consumers are buying. I've ordered medically approved **** replacement supplies through SuperCare and received a large bill payment for the supplies. No where in my order or on their website does SuperCare show the breakdown of the **** component costs sent to my insurance company. SuperCare denied providing that cost information and said the costs should be from my health insurance company (United Healthcare). SuperCare should provide consumers with clear pricing, rather than letting health insurance companies provide pricing because it's not clear there isn't some type of business agreement between SuperCare and health insurance companies pushing more of the cost to consumers.

  Business Response

  Date: 03/13/2025

  Thank you for bringing this matter to our attention. We understand how important it is to have clear and transparent billing information, and we sincerely apologize for any confusion or frustration you experienced.
  Upon reviewing your account, we identified that when your insurance was updated, the effective date change led to an incorrect credit application. As a result, we have rescinded the total adjustment of $220.01, ensuring that your account accurately reflects the correct balance. Additionally, we have canceled any collection activity and manually adjusted your remaining balance to $0.00.
  We also recognize your concern about the lack of a detailed cost breakdown on our portal. While our team provided a *** breakdown and sent an itemized statement to your email, we acknowledge the need for improved transparency. We appreciate your feedback and will continue working on making billing information more accessible for our patients.
  If you have any further questions or need additional clarification, please dont hesitate to reach out. We value your trust and appreciate the opportunity to improve your experience.
  

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2024, an Rx was sent to Supercare by her physician to replace her current tabletop pulse oximeter. Supercare did not process the claim or bill her insurance properly. Instead, they sent a claim to her 3rd payor, skipping payors 1 and 2, and asked for the accessories to go with the pulse oximeter. The claim was denied as they had billed the wrong insurance company and for the wrong item. Around November 2024 Supercare said the Rx they had was wrong and they needed a different Rx. We had a new appointment with my daughter's physician and a new Rx was written and submitted to Supercare on 12-6-2024. Since then I have made numerous calls to check on the status. Again, they billed her 3rd insurance for the accessories - they billed the wrong insurance for the wrong item. I finally filed a grievance within Supercare in January 2025 and am in contact with *** at ************ who said she handles grievances and will personally make sure this is handled. It's been almost 2 weeks and today *** said she has made no progress and doesn't even know who is handling this order. I have verified with my daughter's health insurers that a claim has never been filed. This piece of equipment is critical to keeping my daughter alive. Her old oximeter was purchased through Supercare, paid for by ********, in 2015 and is breaking down. It was eligible for replacement after 5 years. Instead, we've been using it for 10 years and it has significant wear and tear. We need this Rx processed and a claim filed for a replacement tabletop oximeter immediately.

  Business Response

  Date: 03/04/2025

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the frustration and delays you experienced in getting the replacement tabletop pulse oximeter for your daughter. We understand how critical this equipment is to her care, and we regret any inconvenience caused.
  After reviewing your concerns, we have taken the necessary steps to ensure the correct order has been processed. We are pleased to inform you that as of today, March 4, 2025, an order has now been successfully placed for the pulse oximeter you requested. Our team will closely monitor its fulfillment to ensure a smooth and timely delivery.
  If you have any further questions or need additional assistance, please do not hesitate to reach out. Your satisfaction and your daughter's well-being are our top priorities, and we appreciate your patience while we worked to resolve this matter.

• Initial Complaint

  Date:02/12/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 90 years old with stroke and lots of health problem and Supercare is giving me a hard time delivering M6 oxygen tanks. They keep saying we are out of stock!The E tang is very heavy and is not carryable for patient appointments. They keep delivering E tanks instead of M6 ones to cover their business to say that you are not out of ************ I went to my doctor's appointment without oxygen. I was not feeling well.They charge the insurance for the tanks and the service but when it comes to refilling the M6 tanks the failto deliver on a timely basis and keep me waiting for weeks!! This is the second time they say they deliver but in the day of delivery they say we don't have M6 tanks in stock!!!This a a medical equipment not a toy ti be delivered late or no even delivered on a timely manner!!! It will casue health issues for the patient.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was prescribed 02 by the lung surgeon. Supercare took over 02 equipment. I can't reach them to tel them their services are no longer necessary by calling umpteen times, writing by ********* at their web site. Dated from April to December, 2025. ********* medical paid for the use of the 02. they could not provide me with a portable 02 condenser and I reached out to April. *****'s supplies came with the portable condenser letting me finally leave the house to venture out which I absolutely needed. They will not pick up their equipment despite the many efforts made by me to reach out to them for another patient. they are billing me $1,727.00

  Business Response

  Date: 02/10/2025

  Thank you for sharing your experience. We sincerely apologize for any frustration you encountered while trying to coordinate the return of your equipment.
  After reviewing your account, we can confirm that your equipment was picked up on February 5, 2025. To prevent any further billing or collection attempts, your account has been suspended, and an adjustment request has been submitted to clear the outstanding balance.
  We understand how important access to portable oxygen is, and we regret that we were unable to meet your needs in this case. Our team is continuously working to improve our processes to better serve our patients.
  If you have any further questions or concerns, please dont hesitate to reach out to our team directly, and well be happy to assist you.
  

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Supercare Health, **** is a provider of medical equipment, including CPAP equipment and supplies, which I use them ****** November 2024, they sent me the incorrect equipment (CPAP mask and nasal pillows) for my CPAP resupply order (doctor prescribed). When I finally got through to customer service, they initially refused to send me the correct equipment then finally relented after numerous phone calls. They requested that I send back the unopened order, which I did. When I received this new equipment (new to me) I realized that it didn't fit and was not usable. I contacted them in December to ask if they wanted me to send it back (they said no), and requested the previous equipment (CPAP mask and nasal pillows) be sent back to me. They had already been paid by my insurance company. They initially refused, but an inquiry by my 3rd party insurance administrator in late December resulted in me receiving a PARTIAL equipment delivery. Now, after numerous phone calls, including one that lasted for 3 hours with my 3rd party insurance administrator yesterday, they are continuing to refuse to send me the remainder of the prescription (nasal pillows) unless I pay them out of pocket. They have already been paid for the all the equipment by my insurance company. At this point, I want them to send me the equipment free of charge immediately.

  Business Response

  Date: 01/23/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you faced with your CPAP resupply order and regret any inconvenience caused.
  To resolve the issue, we:
  Reviewed your account and identified the errors in your resupply order.
  Requested courtesy nasal cushions to be sent to you, which were shipped on 1/6/25.
  Implemented a process to monitor your account to ensure accuracy for future orders.
  Escalated your feedback internally to address service gaps and prevent similar experiences.
  We are committed to ensuring you receive the care and service you deserve. If there are any remaining concerns, please reach out to us at [contact information].

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After hospital stay I was asigned "supercare" for home oxygen. After insurence expired "supercare" continued to bill me without notification. After over 4 months i was sent a bill for services I did not recieve (servicing, refilling tanks, etc) I contacted "supercare" and was told it was my problem. I returned what unused items i still had to their *************** with the promise that there would be no bill and my account would be closed and I would owe them nothing. Afterwards i recieved another bill with 'penelities'. I wrote several letters without responses and my account was sent to 'collections' in spite of their promises. The first collection agency absolved me from debt after investigation and "supercare" has now sent it to another agency with even more 'penaleties'. I don't owe them a thing and am tired of their harassments.

  Business Response

  Date: 01/15/2025

  Thank you for sharing your concerns. We apologize for any frustration regarding your account and billing. After reviewing your case, here are the updates:
  Insurance and Billing: The charges were processed through your insurance on 09/19/2023, with your deductible applied on 10/05/2023. Were sorry if there was any misunderstanding about your financial responsibility.
  Equipment Return: Although our team advised that returning the equipment would stop billing, it was not returned initially. We have now confirmed the return to our Monterey location.
  Resolution: As a courtesy, your remaining balance of $585.92 has been waived, and your account removed from collections. No further billing will occur.
  We regret the inconvenience caused and are committed to improving our communication. Please contact us at [contact information] if you have further questions or need pricing for a private oxygen unit.

• Initial Complaint

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past 25 years I have been stuck with ordering supplies from Supercare. For a healthcare company they have the worst service I have ever experienced. I have called again (this is probably the 50th time!!) at least ***** times over the past 4 weeks to order supplies and no one ever answers the phone or calls you back. I called the main number and they say that they have called me back twice but it doesn't say in the notes what that result was. If they just listen to my message it will tell them that there calling system is blocked by newer iPhones and to call my office number which they never do.

  Business Response

  Date: 12/19/2024

  Thank you for your feedback. We sincerely apologize for the frustration youve experienced. ******** *********** recently spoke with you, provided her direct contact, and added proactive reminders to your account to prevent future delays. She also noted the iPhone compatibility issue and the need to contact your office number, which we will address moving forward.
  We are committed to improving our service and ensuring your future experiences are seamless. Please dont hesitate to reach out directly if you need further assistance.

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No oxygen delivered ordered 7/8/24 8:18pm 5 minute conversation talked with a human being.No oxygen refilled for napa delivery on Tuesday 7/9/24 When no Oxygen came again 7/16/24 I contacted the supercare chat who told me my order never went through and now just entered? I was cut off from chat. Its 7/16/24 been waiting for oxygen refill delivery since 7/8/24 I have a medical appointment this week and need oxygen delivery please This is really bad bad service.