ComplaintsforCareLinc

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see attachment

  

  Business response

  06/14/2024

  Good Morning!  I spoke with this customer and we agreed on a solution.  The repair is in progress.  Thanks!

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My doctor sent a manual wheelchair prescription over to Carelinc on March 8th 2024. Because I attend college around an hour and 15 minutes away, I had them deliver to my mother's address in ************. They delivered a very tall 18 inch wheelchair which is too big to fit through doorways and way too large for me. I called in and they said they'd replace the wheelchair with a 16 inch as per my request. They replaced it with another 18 inch wheelchair, and when I called in and had them replace it again, they brought another 18 inch wheelchair. Finally, I called in again and the manager, *********************, told me that the warehouse was 100% certain that they sent a 16 inch wheelchair every time and that I would have to come down in person this time instead of having something delivered. My mother had to drive the hour and 15 minutes and back to pick me up and take me into town, then we went in person as requested and I was offered an 18 inch wheelchair and a 16 inch wheelchair. I took the 16 inch wheelchair as we had established that the 18 inch wheelchairs are too big for me. This wheelchair has several parts that are broken, the brakes are loose on the right hand side so they always slide on, the wheels are 20 inch (the standard size is 24 inches) and the people who helped me gave me two mismatched foot rests, one small, and one big. We didn't realize any of this except for the wheel size until we were back to my college campus. I tried attending classes today but there are so many issues with it that has made it impossible for me to go about my daily life. I called in to try to solve the issue and the same manager as before told me that they tried their best, there was nothing else they could do, and implied that they would no longer be working with me. They suggested I get a custom prescription and go somewhere else. I depend on using a wheelchair, I don't know what to do.

  

  Business response

  04/24/2024

  Good Morning ******** I apologize for my delay in responding.  I can't get much info from our team here as to what we can do to resolve this issue.  We offered to replace the chair you had with a 16in manual chair and we were told you were all set.  Did you receive a chair elsewhere?  If a manual chair is not meeting your needs you may need to be fitted for a custom manual chair which we can do.  Is this something you'd like to proceed with?  Please let me know and I can expedite the process.

  Thanks so much!

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since June 8th I have not been able to receive any good business from carelinc, they have never been on time to deliver my oxygen I always have to wait all day or sometimes it's not until the next day and I am here with no oxygen and then they never bring the correct amount of tanks and sometimes not the correct tanks and it's like they don't even care about their customers and when I call them to find out when they will be here they put me on hold for too long sometimes and then say that the driver will call me when he is on his way and it's still late night or the next day... and it's like this every time since I've had them and the day I got out of the hospital I waited all day for them to bring my take home tanks and then sent me home with an empty tank.... I mean come on., Everytime this happens something needs to be done please

  

  Business response

  08/10/2023

  Good Afternoon -  I did a review of your account and it appears you are referencing getting "C" tanks for portability.  I see you also have a concentrator for use within the home.  Our delivery drivers are instructed to call before delivery, I acknowledge we have had some issues with compliance on that policy but we are getting better.  We are also working with a vendor to allow our drivers cell phones to display "CareLinc Medical" on caller ID's so when we call someone they know who it is. Often times when we call we don't get an answer due to the recipient not knowing who is calling.  My apologies for not meeting your expectations and we are working every day to improve.

  Thank You!

  Customer response

  08/15/2023

   
  Complaint: 20442109
  
  I am rejecting this response because: it has nothing to do with the phone calls, it has to do with when I call an order in and I am told that it will be there that afternoon and it's not and I have to call the company multiple times that day and I get put on hold for a while and then all I get told is they will get to you and call you with an ETA and I still don't get it until the next day I answer all my calls no matter what the number is.and if it's after 5 pm, I don't get carelinc, I get the after hours line, also Everytime I call I have to explain to each person what it's supposed to be it's very disorganized it's horrible and when I was released from the hospital it took them 7 hours to get to me and sent me home with an empty tank
  
  Sincerely,
  
  ***************************

  

  Business response

  08/16/2023

  I apologize for your experience.  We are working daily to improve the branch and improve our communication.  Your concerns have been brought to the proper peoples attention and they are working to improve.  Thank you!

  Customer response

  08/17/2023

   
  Complaint: 20442109
  
  I am rejecting this response because: I appreciate everything you are doing and the effort to get my oxygen on time is very important to me and others and it's are air to breathe properly and if we run out and don't get oxygen when stated then that's putting my life at risk keep up with resolving and improving how everyone should communicate and how to get to my house and others house on a timely manner please continue to do so thank you so much 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lift chair from Care Link medical in ************ ** on 3-13-23 about a month after I got the chair it started making a clicking noise when I would lift the chair up so I called the store in Hastings mi where the gr store transferred the chair to for delivery and told them of the problem being I had the chair for only a about a month, they told me I would have to pay a $60 service fee and I told them to for get it I would not pay the fee. but the chair continued to get worse so I call and talked to a manager at the Hastings store he agreed to come out and look at the chair which he did . he said the cylinder was bad and he had 2 new ones to replace the bad one and he tried both of them and they were bad also so he put the old one back on . He said he would order a new one which would take 6-8 weeks to get. I told him why don't you just replace the chair but he just didn't reply thinking I was joking. After some investigating I found out they had sold me a used chair which was about a year old so I called the store in ************ and told them what I found out I talked to the manager ********************* she [5-25-23] she said she would look in to it a call me back didn't hear any thing that day so called on the 26 she said didn't know how I got the chair but they would replace it I received the new chair the beginning of the next week the Hastings store delivered it . On **** -23 I called the ************ store and talked to ***** manager and ask her if they would refund me $100 on the chair for all the problem I had and being the sold me a used chair and I was the one that found it out she didn't think they could but would see what she could do. I have called have called 4 times from **** till 7-3 and no returned calls. Now the new chair I got on 6-2 is having the same problem and I am waiting for them to resolve that problem .very inconsiderate of customer's needs. I will not do business their again so may be you can help me getting these things resolved

  

  Business response

  07/18/2023

  We spoke with the customer today and refunded him ******.  

  Thank you!

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have dropped off my CPAP machine more than 3 months ago and I have not been contacted once regarding a resolution. After several calls, emails, and left messages with supervisor I have not heard from anyone. Not having my machine increases my health risk of not breathing in my sleep or not breathing at all. Can someone please help with having someone from their business to contact me?

  

  Business response

  06/08/2023

  During investigation of your recent concerns with your PAP machine, we found that in October you called in with an inquiry and request to have our ******************* take a look at your machine, with the understanding that you would be dropping it off to us.  We don't show any record of having received your machine or any notes indicating it came in for maintenance or repair.  We apologize if there was a miscommunication or if we somehow missed this service need.  We understand that you have since talked with our Clinical Manager who has offered to provide you with a gently used replacement at no charge.  At this time, that machine is prepared and ready for pick-up in our ************ showroom ****************.  Thanks!

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My CPAP equipment was misplaced/stolen on a recent business flight. As such, I immediately contacted CareLinc on the next business day to discuss replacement options. Additionally, I contacted my insurance provider, MESSA (BCBS provider) to discuss replacement options. In short, both in a corporate phone call and at the ******* office, they (CareLinc) refused to contact my insurance provider, though a replacement was available at no charge to me. Instead, they have charged me a rental fee of $145/monthly and then had to receive a phone call from MESSA to begin the billing process of a new machine. For being customer focused, ********************** seems not to care. It has been a headache, waste of time, and inept customer service.

  

  Business response

  11/16/2022

  Originally came to ** from ************************** as he was unhappy with ProAir.  He was 4 months into his rental, but we accepted him even though we didn't capture the first few months of the rental.  
  
  This CareLinc customer called ********************** on **/7/22 and spoke with a Clinical Assistant, indicating he lost his BiPAP on an airline flight and requested to rent a machine until the airline found his or paid for a replacement. 
  
  The Clinical Assistant Informed patient he was not eligible for new machine.   The Clinical Assistant gave a loaner the same day and put in at monthly rental of the allowable.  No supplies were needed.  Patient indicated he was going to give the airline about a week to find his before he ordered a new one.   The Clinical Assistant called ************************** to let them know the situation and that he may be requesting an order. 
  
  The CareLinc PAP team,unsure of whether a rental would be covered, participated on a 3-way phone call with the patient and the insurance company *********** of Michigan) to review the situation.  BCBS indicated they would do a new machine for him, but would not provide an authorization or reference number to confirm coverage.  
  Noted 11/7/2022 ******** Manager:  PATIENT IS VERY ADAMENT THAT BCBS WILL PAY FOR A NEW PAP SINCE HE LOST HIS ON A FLIGHT RECENTLY. HE DID A 3 WAY CALL WITH ****** AND THE REP FROM BCBS AND WAS VERY VULGER ON THE ***** WITH THEM. THE REP FROM BCBS TOLD US TO DO A NEW MACHINE BUT WOULD NOT GIVE A REFERENCE NUMBER OR AUTH NUMBER. CALL WAS FROM AROUND 2:30 ON 11/7/22. WE WILL DO A NEW MACHINE BUT I SPOKE WITH **** AND TOLD HER TO MAKE SURE HE UNDERSTANDS IF THEY DENY IT THEN HE WILL NEED TO PAY FOR IT OR WORK WITH BCBS TO GET IT COVERED, AS WE TRIED TO TELL HIM THAT WE CANT BILL A NEW MACHINE TO INS BEFORE 5 YEARS.

  We did bill him for 1 month, if insurance pays, we will refund.

  Thanks!

  Customer response

  11/18/2022

   
  Better Business Bureau:

  I realize I was frustrated and upset with the loss of my CPAP device and the ******** seemed to lack empathy in these interactions. Carelinc, before this interaction, has been supportive to work with for my care. The loss and lack of empathy made me feel quite upset as the customer. However, I appreciate their willingness to work with me and to refund the rental fee once new machine is resolved.

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

*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. ↩