Complaints

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

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  WeCare Medical LLC

  2200 Winchester Ave Ashland, KY 41101-7832

• 

  WeCare Medical LLC

  PO Box 554 Ashland, KY 41105-0554

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:08/08/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 ******* ** * ******* of We Care Medical. His date of birth is *********. On June 18th, 2024 we received notice that his ***** **** checking account was charged $66.66 by ***** ****** *** **** ********* We immediately called the billing department of We Care Medical and they said that he did not have a balance due and they do not see a credit to his account for that amount. I asked them to refund the amount since they said he didn't owe it. I emailed the documentation to **************************** on 6/18 per her request. I did not receive a response so I called again on 6-26-2024. At that time I was told the same thing and emailed it to ******************************* and also asked to speak to a supervisor. I then spoke with ******* ***** and she had me email the documentation to her and said she would look into it. Then on July 8th, 2024 our **** ****** **** ******** ******* was charged $94.52. I immediately reached out to ******* again and asked her to also look into that charge and to refund both charges back as soon as possible. I have reached out to her via email multiple times and the majority of the times she has not responded. today she finally responded and said that they cannot determine why we were charged therefore they cannot refund the amounts and that we should contact our banks. The charges were run through using our bank routing number and account number, not a debit card therefore our banks would require us to close those accounts and set up new accounts which would be ridiculous in my opinion when this could all be resolved if ***** ****** (We Care Medical) would just give us back the total of $161.18 that they charged for no reason and without our authorization.

  Business Response

  Date: 08/20/2024

  Thank you. We have received the complaint and will work with the patient to get this resolved.

  Customer Answer

  Date: 08/26/2024

  Complaint: ********: I am rejecting this response because:The letter from ***** ****** indicated that it still has to be approved by the upper management dept. so until it is approved and we are able to deposit the check, I am not comfortable accepting their response. I am also upset that the letter from ***** ****** denies that they ever received the payments which is false. The payments may not have been applied to ****** account but they were applied to someone's account otherwise there would not have been the charges to his bank accounts. It should not have gotten to the point that I had to file a complaint with the BBB but after multiple calls and emails to Adapt Health, I was left with no choice. This has caused much unnecessary aggravation on my husband and myself.  We were very comfortable with ****** ******* before they were taken over by We Care Medical. With ****** ******* my husband could have enough oxygen bottles on hand that if there was a storm or something then we didn't have to worry about whether he would have enough oxygen until the power came back on but now with We Care we are limited to 5 large tanks and 5 medium which lasts him less than 15 hours and they will not deliver after business hours.  This is not a complaint against the delivery people at all! They are wonderful to deal with! It is We Care Medicals policy to limit the tanks to such a small amount that I have a problem with.  There have been times that I have had to take time off of work to go to their office to get bottles myself because they couldn't deliver them the next day and we didn't have enough to get him through until they could deliver.  He has a home oxygen concentrator but that is for in the house only and he should not be forced to stay in the house because we are short on oxygen. Hopefully they will consider special circumstances and change their policy for patients who are on 6 liters of oxygen therefore cannot qualify for a portable oxygen concentrator. ******* *****

  Business Response

  Date: 09/03/2024

  I apologize for just responding as I was out of the office however a letter was sent to the patient on 08/23/24, stating a refund check was issued and to please allow a couple weeks for this to come in the mail since it will require approval from the upper management department, as well as time for the mail delivery. I do understand the patient not accepting the resolution at the moment until the refund check is in their hands. Please allow more time. I also forwarded the additional information the patient's wife, added to the complaint, to the branch manager concerning the additional oxygen tanks.  Thank you.

  Customer Answer

  Date: 09/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the check from ***** ****** that they deducted from My checking accounts without authorization and have talked with Julia at the local office regarding the number of tanks and making sure that I have the needed tanks on hand.

  
  Sincerely,
  
  ******* ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 contacted by a representative of wecare in March 2024. She told me I have had my cpap machine for 6 years and that insurance allows you to get a new machine after 5 years I told her my machine was recalled and I only had it less than a year. She said that was ok because insurance companies don’t know that and that my machine had been a refurbished one. I asked what it would cost and she told me she would figure it up and call me back. When she called me back she said I would have to pay $274 plus $29.07 a month for 10 months. I said ok I can do that. I have paid over $1100 since March and am being billed $92.55 a month till January 2025. This will be over $2000. I did get 3 months supplies also this is a far cry from what I was told. I have called billing department. The wecare office in Ashland my and also went to the office. All I am told is I hadn’t met my insurance deductible. Which I have not. But that’s not what was told to me when she gave me the cost. I asked if I could return it and was told it had been over 30 days and couldn’t. I have asked for statements and not gotten any and have been told they would call me and have not. But they sure do call to get a supply order

  Business Response

  Date: 07/10/2024

  We apologize for the inconvenience the consumer has encountered. A team member from our Corporate Compliance Department will have the account reviewed and contact the patient to discuss our findings.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I was quoted a price. The amount i am being charged is not what i was quoted. I was told by the response team member that called me that they have no proof that was what was told to me and the amount I am being billed for is correct because I had not met my deductible. I know I have not met my deductible but was not made aware of the fact that what was quoted to me depended on that   I
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/15/2024

  We apologize for any inconvenience caused to the consumer.  We have attempted to reach the consumer at the number provided to discuss the concerns listed, but we have been unable to reach the consumer.  A message was left for the consumer to return my call along with my direct contact number.

  Customer Answer

  Date: 07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/15/2024

  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 PAID IN FULL FOR MY EQUIPMENT AT TIME IT WAS OBTAINED BACK IN JULY 2023. I STARTED GETTING BILLS AND MY WIFE WAS PAYING THEM UNTIL SHE REALIZED IT WAS FOR THE RENTAL OF THE EQUIPMENT WHICH I HAD ALREADY PAID FOR TO AVOID HAVING MONTHLY RENTAL FEES. SOMEONE WAS TO LOOK INTO THIS BACK ON 3/12/24 - WHEN WE CALLED THE COMPANY- REF #********* @(************) FOR THAT CALL. INSTEAD, I CONTINUE TO GET BILLS, NOW STATING PAST DUE, WHICH HAS ME IN STAR TO FEAR THIS GOING TO COLLECTIONS AND MESSING UP MY CREIDT SCORE FOR SOMETHING ALREADY PAID FOR. I WAS TOLD WHEN WE CALLED IT WAS TRANSFER ISSUE WITH THE COMPANY WHICH IS WHY THERE WAS A MIX UP IN THE RECORDS AND IT WOULD BE SORTED OUT WITHIN 30 DAYS. I PAID IN FULL ON 7/28/23 IN AMOUNT OF 449.58. WHICH I HAVE A RECORD OF WITH MY BANK AND MY INSURANCE COMPANY. INVOICE NUMBER FOR THIS SHOWS AS INVOICE #1154767. I HAVE A RECEIPT ALSO SHOWING THE CREDIT CARD SALE OF THIS TRANSACTION. I HAVE OTHER NOTICES WHICH HAVE DIFFERENT ACCOUNT NUMBERS, WHICH I AM TO UNDERSTAND WAS THE ISSUE IN WHICH THE ACCOUNTS WERE NOT COMBINED - ACCOUNT NUMBER ******** ******* AND MY ORIGINAL ACCOUNT IN WHICH THE PAYMENT IN FULL SHOWS APPLIED TO OF ******* WHICH THEY HAD A HARD TIME LOCATING ON THE PHONE AND THE STATED THEY HAD FINALLY FOUND THE ACCOUNT AND WOULD BE ABLE TO RESOLVE THE MATTER. IT HAS BEEN OVER 30 DAYS STILL GETTING BILLS FOR RENTAL FEE FOR THIS ALTHOUGH ALREADY PAID IN FULL. THEY REFUSE TO HELP ON THE PHONE AND JUST KEEP STATING WILL LOOK INTO IT. WHEN ASKED TO SPEAK WITH SUPERVISOR THEY REFUSE TO LET YOU SPEAK TO ANYONE ELSE. I JUST WANT THIS RESOLVED TO SHOW I PAID IN FULL FOR MY CCAP EQUIPMENT AND SHOULD NOT CONTINUE TO GET BILLS AND PAST DUE BILLS ON SOMETHING I ALREADY PAID FOR AND SHOULDN'T EVEN BE GETTING BILLS FOR! I AM MORE THAN HAPPY TO PROVIDE A COPY OF MY RECEIPT, INSURANCE PRINTOUT SHOWING IT WAS PAID ALSO AND BANK STATEMENT - I CAN PRODUCE THREE DIFFERENT ITEMS SHOWING THIS WAS PAID IN FULL IF NEEDED. THANKS

  Business Response

  Date: 04/24/2024

  We apologize for the inconvenience the consumer has encountered. A team member from our corporate compliance department will have the account reviewed and contact the patient to discuss our findings.

  Customer Answer

  Date: 04/27/2024

   
  Complaint: ********
  I am rejecting this response because: As of this date we have received no message/call from this company.  Until they actually call us or leave a message to call them back if we miss them - this is not resolved!  We need to verbally speak with someone to confirm this is resolved or at least get something in writing!  We can't continue to receive these harassing bills.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/27/2024

  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.

  We are being overcharged for medical equipment from WeCareMedical company. The co. first said I was responsible for all charges of the bi-pap machine and supplies, but we discovered my insurance was not paying because of an incorrect coding on the bills. Finally the WeCare Co. said they had fixed that problem. I had held off paying the monthly bills mailed to me until the problem was fixed at the advice from my **** ***** ******** ********* ***  This went on for almost 3 months. I made 4 payments, the charges began in December, 2023. I made my latest payment in March, 2024 and paid the total balance due. Then I received another bill the next week for an additional charge. The co. person in the billing office of WeCare, claimed they had taken my payment and applied most of it to former charges and my account was in arrears. She said the co. was taking my current payments and applying them to past due charges. They are trying to recover what the insurance did not pay while their bills were coded wrong. I do not owe the amount they are charging me and did not give anyone permission to "move" my payments around to apply toward whatever charges they decided needed paid. It is not my responsibility to pay for the company's mistakes. My husband and I have tried repeatedly to solve this but the WeCare people refuse to work with us. They also neglected to inform me that the price for my bi-pap equipment was going up too so that was a big surprise. Any help you can give me will be greatly appreciated. I wish I had never gone with this company. (It was not my choice, I just got stuck with them when I was down and out.) Thank you.

  Business Response

  Date: 04/02/2024

  Greetings & Hello,

  We acknowledge receipt of our mutual consumers’ complaint. We will have a thorough investigation regarding this matter and a Resolution Specialist will reach out directly to the consumer. We will keep the consumer informed of our findings and any necessary updates. Should you have any further questions or concerns in the interim, please do not hesitate to contact us directly.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Corporate Compliance team

  Customer Answer

  Date: 04/09/2024

  
  Complaint* ********
  
  I am rejecting this response because:  The company WeCare, did not even try to contact me, all they did was send you their response.  No one called or sent me anything.  They even know where I live since they have made deliveries and pick-ups in the past 4 months, but I never heard a thing until I received their response to you in a litter sent by the regular mail  just yesterday.  I also received their "explanation" of the charges made to me but there is no way what little bit  of materials I have received from them could possibly total $4,270.91.  I need to talk with a human from this company that can and will explain some of these charges.  They also need to check their records and admit where they did not code the charges so my insurance would pay the 80% they are obligated to pay instead of giving the whole incident the "brush off" and leave me holding the bag.  I will tell you right now and I also intend to tell them again that I will pay my fair share of legitimate charges and not a penny more.  Can they legally "guesstimate" the charges and if too much just carry any balance they have over- charged me to the next month ?  Thats what they are doing and it burns me up.   Sincerely,
  
  ****** *******

  Business Response

  Date: 04/09/2024

  Greetings,

  Our team has attempted to contact the consumer on several occasions with no success. Despite our attempts there has not been any communication back from the consumer to us.

  Upon our investigation it has been confirmed that this matter has been resolved and we have attempted to contact the consumer to inform her of our findings and resolution.

  Thank you,

  Corporate Compliance Department

• Initial Complaint

  Date:02/13/2024

  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.

  My Dad is on **** ** at all times and wears a ******* ***** at night. The company will not let a patient be on an automatic schedule to bring O2 or supplies, you must call as you need it. The problem is 99% of the time nobody will answer the phone and the call ends up telling you to leave a voice mail and someone will call you back. Only 2 or 3 times have I EVER had anybody return my calls. I work 5 days/wk and everytime I need O2 delivered to my Dad I have to take off work an hour early in order to make it to the WeCare here in Ashland before they close. Whenever I go in & let them know my Dad needs Oxygen delivered or needs his concentrator checked the phones are all lit up like they're ringing but the ringers must be turned off. I can't imagine how the elderly without family gets their Oxygen and CPAP needs met.

  Business Response

  Date: 02/28/2024

  We apologize for the inconvenience caused to the consumer.  We will work with them to find an alternate way of contacting the location for needed supplies or concerns.

• Initial Complaint

  Date:09/25/2023

  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.

  see Attached document

  Business Response

  Date: 10/03/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

• Initial Complaint

  Date:08/17/2023

  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 received a charge on my debit card on 8/7/23 for 130.60 for unknown "rental" charges of my CPAP equipment. I didn't get an explanation of the charges until after I was billed. The explanation said that I was renting the nose mask and tubes among other disposable and unrecyclable items. There was no explanation as to why I had to pay that charge this particular month but my charges for all of the other months were much lower than that. In addition, I got charged another 92.65 on 8/16 again with no bill prior to getting charged on my debit card. I tried to call when I got the first charge on 8/7 but I could either not reach someone or, when I left a voicemail, no one called back. I want the charges put back into my bank account and the auto pay removed immediately.

  Business Response

  Date: 09/06/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

• Initial Complaint

  Date:07/06/2023

  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.

  On 6/8/23 I picked up a ResMed CPAP from WeCare Medical in Mt. Sterling. This is my first CPAP. I asked about a CPAP cleaner for it and also asked about a cleaner called SoClean that I'd seen advertised on TV. I was told that the SoClean would void the warranty but was not told why. I was told about one they carried called Sleep8 that would work with my new CPAP. I left the store with just the CPAP but returned in a couple of minutes to purchase the Sleep8. I've attached a copy of the Sleep8 purchase for $242.74. Before using the Sleep8 I researched the SoClean to see why it would void the warranty and found out it was because it used Ozone(O3) technology. I then looked up what technology that Sleep8 used and it uses Ozone technology also which would also void the warranty on my CPAP. I've attached a comparison for the different brands. I've also attached copies from the ResMed User Manual and from a information packet that WeCare Medical gave me stating not to use Ozone cleaners. I went back to WeCare Medical on 6/26/23 and asked for a refund and told them the reason I didn't want the Sleep8. The lady I talked to made a phone call to someone and then told me they didn't give refunds. The Sleep8 has never been used and is still in the box. The phone number that I have for WeCare Medical in Mt. Sterling is ************* The Sleep8 should have never been sold to me in the first place because it will void my warranty on the ResMed CPAP.

• Initial Complaint

  Date:06/30/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Ordered portable oxygen system for my wife who has been recently diagnosed with cancer. Was told it would take 4 to 6 weeks to receive system, when we did not receive system within 6 weeks, contact was made with WeCare Medical Ashland Ky, they stated that there was no record of an order. System was paid for by credit card and attached doc. showing billing. WeCare then stated that they would send a loaner, which we have no interest in. I am seeking refund of 2650.00 due to failure to provide product in time frame stated. Thank you

  Customer Answer

  Date: 07/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ***