Business Profile

Medical Equipment

Regional Home Care, Inc

Headquarters

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Complaints

This profile includes complaints for Regional Home Care, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:03/17/2025
Type:Order 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.
on feb 7, 2025 my doctor from signature health care sent a prescription for a new bipap machine for my sleep apnea.I have called regional health care ************ to check on the status. When i get a representative on the phone and explain the situation, they tell me that they are transferring me to the person responsible for my account. Every time, i get the voice-mail and i leave a message and my phone number and they never-never return my call. Every time i call it is the same story.They don't give me any explanation or reason for the delay. I have called numerous times.I don't understand why they don't seem to want to sell me a machine, isn't that why they are in business.Fortunately, my old machine is still useable but i am having problems with it, this machine is necessary to keep me from dying in my sleep.If they don't rectify this situation soon, I am going to start looking for another company, as it seems this company is totally unreliable.***** R ****** ********************
Business Response
Date: 03/31/2025
Thank you for providing the complaint from patient. There was a hold up on the order for documentation needed. Per insurance guidelines there were updates needed to proceed with the order. We requested documentation and received them 3/18/2025. Mr. ****** was called and made aware order was all set and scheduled for appointment. Mr. ****** has received the new machine on 3/24/2025.
Customer Answer
Date: 04/02/2025

Complaint: 23069789

I am rejecting this response because:
Almost 2 months is far too long to wait for a piece of medical equipment that is needed to prevent someone from dying from sleep apnea.
It would have been far longer if I hadn't been constantly calling to check on the status. Then every time I did they would send me to voice mail and I would leave a message and number and they would never never return my call. So I would constantly have to call again and again. I have never even received so much as an apology. Then the person they sent to my house was very rude and condescending. This is a very unreliable company and I would never use them again for medical equipment.
Sincerely,

***** ******
Initial Complaint
Date:03/14/2025
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.
I have used a cpap machine for over 10 years and I have purchased all my machines and supplies from Regional Home care. I also was a breast cancer survivor for 16 years with a return in June 2024. Cancer has spread to my lungs so it is not the best time to stop getting clean and needed supplies for my CPAP machine. I am using old and dirty Masks for my machine since I have not received my supply for March yet. Bacteria has probably set in with these old masKs. I have tried to communicate with them and *************************** gives me their fax number. I tell nurse at ** she says number not working. I do not know why Regional Home Care is being so uncooperative and not returning calls to help me understand. Hope you can help!!! I have ******** and *************** Insurance so my bills were always paid
Business Response
Date: 03/28/2025
Called and spoke with patient about her supplies. Patient was upset that we did not reach out to her about documentation needed. I went over our protocol and made her aware the ** was received and supplies were processed. Patient understands and will call into customer service moving forward to place a supply order. Patient did not need anything further at this time.
Initial Complaint
Date:11/26/2024
Type:Service or Repair 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 ordered CPAP replacement equipment through Regional Home Care. I had used the company before in the past and my new ENT provider opened up a new account with my updated information including my new machine and related headgear, etc. RHC (dba North Atlantic Medical) sent me the equipment for my old machine and charged my ***** insurance $771.56 for the wrong equipment and charged me $20.31. I called several times asking for the proper equipment and they refused to resend. I called *** with an ***** representative on the line and was told they would refund and email me a return label. I have called several times and still have not received any return label nor credit and am told "it is being reviewed by a supervisor." I have asked *** to cancel my account. I am now working with another **** company through my physician that is sending the proper equipment at a much lower cost. I desire a refund from the company for the funds paid by ***** and myself for the wrong equipment. I also want to be removed from their system.
Business Response
Date: 12/04/2024
After reviewing the account, we confirmed that a return label was issued previously. However, we understand it may not have been received, and we are happy to send another one immediately to ensure they can return the equipment without further delay.

We will be emailing a return label to the gmail account as well as mailing a label to their home address.

In good faith, we will initiate a retraction with their insurance provider for the amount billed and issue a refund for the amount they were charged directly ($20.31), trusting that the equipment will be returned promptly once the new return label is provided. This retraction and refund can take up to 45 days to be finalized.

We also acknowledge your request to cancel your account with **********************. Please rest assured that we will process this request and remove your information from our system.

Should you have any further concerns or need additional assistance, please dont hesitate to reach out directly to our billing team.
Customer Answer
Date: 12/12/2024
I received the slip and dropped at *** last week with all of the incorrect equipment. The package should have arrived at Regional Home Care and am awaiting a response regarding refund to my insurance and myself. Thank you.
Business Response
Date: 12/16/2024
We have received the return. A credit card refund has been issued to the original form of payment and take a few business days to appear back to the financial institution. A void/retraction has been issued to the insurance and can take up to 45 days to complete.
Customer Answer
Date: 12/23/2024
Good morning,
Regiinal home Care said the refund would take a few business days but its been a week and still no refund. Hoping for an update.
thank you
Customer Answer
Date: 01/02/2025
Good afternoon,
Happy New year. As of today 1/2/2025, I have still not received my refund. Hoping for an update and EDA.
Many thanks,
***** ********
Business Response
Date: 01/24/2025
The BBB gotten an update from the business down below is the response.

The patient was refunded 12/16/2024 and insurance claim was submitted to be voided as well on 12/16/2024.

All processes have been completed on our part.
Customer Answer
Date: 02/26/2025

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,

***** ********
Initial Complaint
Date:10/03/2024
Type:Service or Repair 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 can't pay my bill. Phone support is never available.
Customer Answer
Date: 10/03/2024
Let me pay my bill.
Business Response
Date: 10/04/2024
Patient called after hours and left a voicemail that he was having issues with processing a payment. Patient requested that we send out a paper invoice on the voicemail. Invoice has been mailed to patient and I called the patient and left a voicemail to make him aware i can help him with processing a payment along with the invoice being sent by mail.
Customer Answer
Date: 10/05/2024

Complaint: 22372692

I am rejecting this response because:
They are still only willing to help during my working hours.

Sincerely,

***** ********
Business Response
Date: 10/07/2024
I regret any inconvenience caused by the necessity of processing a payment via phone. I did confirm on my end that you can make a one-time payment. i sent a link to process payments online without creating an account. Once you click the link it will ask for your invoice number, Last name, and Account number.
I have also enabled paper statements for your account, ensuring that you will receive them going forward, complete with the invoice number. Additionally, feel free to email me if you need an invoice number, and I will provide you with the necessary information to facilitate your online payment.
Customer Answer
Date: 10/08/2024

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.

Sincerely,

***** ********
Initial Complaint
Date:02/15/2024
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.
I was referred to the business in order to receive a prescribed CPAP machine. The business had called me a couple of times to set the appointment and I had asked about any out of pocket expenses getting the machine beforehand. I was ensured every time that there is no cost to me and I moved ahead with the appointment to meet their representative at their Framingham office to receive my machine. At the appointment in January 11, 2024 I received a brief training and all the information for the equipment and again to my question on any cost or payment I was told there is no cost or out of pocket expenses. I was told that if I use my machine for 3 months, 4 hours minimum per night the insurance covers all cost and I then own the machine. They repeated this requirement/minimum usage a few times so it was clear that this is how the insurance was paying for the machine. Yesterday February 14th I received a bill of $316.11 from Regional Health Care for my machine that includes a $65 monthly rental rate. I called them and the customer service rep went over the unexpected bill and also confirmed that she gets that complaint quite often No cost or rental fee was disclosed to me at ANY point over the phone prior to the machine pick up or at the time of the appointment. I was misinformed and hidden any associated fees and I do not recall signing any rental paperwork or cost related documents. The bill came out of nowhere and I believe they use this misleading tactic to benefit from a medical necessity taking advantage of the patient. I would like your office to investigate this company for unfair business practices and to ensure the safety and protection of other patients. Thank you!
Customer Answer
Date: 02/15/2024
I understand and we can proceed with the process. Thank you again
Business Response
Date: 03/14/2024
Thank you for sharing Amalia's concern. At the time the order was received the patients deductible was met. Until their deductible resets we would not know what the patient is responsible for. Come ******* the patients deductible reset. We suggest to patients that its very important they know their deductible and co-insurance. At this time the patients machine was returned. We will make the insurance aware of the return on the *** machine and have the claims for the pap machine retracted.
Initial Complaint
Date:12/18/2023
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.
I ordered a Portable Outlet UPS Battery for CPAP & BiPAP machines and received it on 11/16/2023. It worked for one power outage then did not work for the next power outage. There is no power from it at all. I informed them on 12/02/2023 that it no longer worked. Only 16 days old. They indicated they would take it back for a 15% restocking fee and I did not feel as though I should have to pay a 15% restocking fee on something that was only 16 days old. I opted instead for a replacement. They offered on 12/04/2023 for me to ship it back (at my expense) and they would give me a replacement after they tested it. I shipped it and tracking shows they received it on 12/06/2023. I contacted them on 12/12/2023 to ask for an update and on the 13th I was asked for a tracking number. I provided the tracking number **************************** which shows it was delivered to them on 12/06. I have not heard any more updates. I would like a replacement working item or a full refund please.
Business Response
Date: 12/19/2023
We have refunded the customer the full amount on 12/19. The refund takes 1-2 business days to appear back to the financial institution. We are sorry the product was not satisfactory.
Customer Answer
Date: 12/19/2023

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,

***********************
Initial Complaint
Date:10/31/2023
Type:Customer Service 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.
Billed for services from over a year ago. Dispute between initial and secondary insurance company. Resolved issue and Regional home care sent the bill to secondary insurance company and now receiving a bill that is more than what was initially billed. No explanation of benefits nor itemized breakdown was provided. Communicated with representative and was told that I was being charged different rates.
Business Response
Date: 11/02/2023
Patient had ************* who recouped a year later for COB issue. We sent a letter to the patient making him aware with no response from patient, holding patient responsible. Once patient received a bill he called in with questions and updated his insurance. We now billed it to the correct insurance UHC which processed payment and dropped to patient deductible. Rates are different by payer and insurance contract. This is all provided by the insurance with EOB for patient responsibility. We have provided all documentation to patient.
Customer Answer
Date: 11/02/2023

Complaint:************

I am rejecting this response because:

Regional Home Care Inc claimed that they sent a letter to me which was never received in the mail. When the initial communications started back in July, Regional claimed that they will look into and resolve the issue. Promises of subsequent follow up were not kept and resulted in a dialogue that spanned three months where all subsequent communication had to be initiated by me. Afterwards, I received a renewed bill with a higher amount in the mail this past week. I called and spoke with their representative, Christina C. When I spoke with her, she explained that the reasoning why the bill is higher than the initial bill was due to two reasons - 1) that they had charged different rates to different insurance providers and 2) that the reasoning that the bill was higher because "************ came back and took their money" which resulted in the remaining amount of the initial bill. Regional did not provide an explanation of benefits for either the initial bill nor the renewed bill as they claimed in their follow-up. Without proper documentation providing the costs and a proper itemized breakdown, this only appears as if the company were double charging for medical equipment.
Business Response
Date: 11/02/2023
The initial letter that was sent out was April of 2023. In regards to the benefits from insurance that was sent on 10/31/2023 when you called into the office. These documents were sent certified mail be ensure you received them. The documents that we sent will explain the benefits through insurance and what happened. You can also call the insurance company to ensure we did not double bill for your items. The insurance recouped do to having another insurance. Once provided the new insurance it was resubmitted to the correct payer. Every contract per insurance is different and based on the insurance contract. I apologize for any confusion on the claims please let me know if you would like to discuss the EOB from insurance once received.
Customer Answer
Date: 11/02/2023

Complaint:**********

I am rejecting this response because:
Regional claims that they sent an initial letter on April 2023. No letter during that period was received via mail as explained in the prior entries of this complaint and in previous conversations with Regional. Poor communication, promises of follow-up, and multiple deflections of responsibility have led to months long dialogue that always needed to be initiated by me. Business is being completely disingenuous as they are now prompt with their responses since the filing of this complaint.
Initial Complaint
Date:10/10/2023
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 charged for an item (headgear for use with pap) that I did not order and never received. I checked my SNAP Resupply order form and this item is not listed on there as ordered and I never received it but it is on the bill. I have been dealing with this company since 09/14/2023 to try and get this item removed from the bill. I spoke with Kevin who then transferred me to Kim. Kim looked into this and said she had to speak with a supervisor to investigate if I received the item. The same day (09/14/2023) Kim from billing called me back to tell me they investigated it and determined I never received it and that it would be removed from my bill. After waiting 2.5 weeks I hadn't received an updated bill so I called the company on 10/04/2023. I spoke with Ken who reviewed my account and told me he needed to speak with the supervisor to do an investigation to determine if I received the item. After explaining to Ken that Kim already did this and there should be a note on my account he tells me that not what she said to me on 09/14/2023. I then asked to speak to a supervisor he said they would call me later in the day. I have yet to receive a call from the supervisor nor a call from Ken to update me on the investigation. I am disgusted with the company. I will be reporting them to the ********** of ******** Protection and finding a new supply company for myself and my family.
Business Response
Date: 11/01/2023
I called patient and left a voicemail with my information to discuss her bill further. All CPAP masks come with headgear to hold the mask on through the night and it is a separate charge to insurance, this is per insurance guideline.
Initial Complaint
Date:08/23/2023
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.
On 8/22/23 I spoke with regional home care and explained that my head gear to my cpap was broken and that I couldn't use it and by not using it I wouldn't be able to breathe properly or completely stop breathing altogether. I was told I'd get a phone call back which I never did. It's called Regional home care ************************************************************* *****
Business Response
Date: 08/24/2023

Thank you for notifying Regional Home Care about ************************** complaint. Regional Home Care strives to give our very best patient experience in all services we offer. ********************** called into customer service and made us aware his headgear broke. ********************** stated he would order his regular supplies. At that time the order was process and ************************** order was delivered today 8/24/2023. I Apologize for any inconvenience this may have cause. If there are any further inquiries, Id be glad to assist.
Customer Answer
Date: 08/24/2023

Complaint:********

I am rejecting this response because:
I want a formal apology and an extra headgear to have as a spare free of charge.

Sincerely,

***************************
Initial Complaint
Date:08/01/2023
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.
I ordered supplies a month ago, and they still have not been delivered. There is no way to contact the company outside of working hours (when I am unavailable). I need them to ship the supplies I ordered a month ago.
Customer Answer
Date: 08/16/2023
They reached out to me, and apologized, and explained that this was caused by a glitch in their system.
Business Response
Date: 08/16/2023
The consumer contacted BBB to advise that after filing the complaint the business reached out to resolve the issue.
Customer Answer
Date: 08/16/2023

Better Business Bureau:

They reached out to me, and apologized, and explained that this was caused by a glitch in their system.

Sincerely,

***************************

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Regional Home Care, Inc is NOT a BBB Accredited Business.