ComplaintsforHME Specialists

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This medical supply company is a nightmare. Been dealing with them for going on several years. I get my ostomy supplies from them sent EVERY month. Most recently, i placed my monthly resupply orderWednesday Sept ,4th at 9:36 am i received a text notification telling me that my order had been processed and to expect it with in 3-5 days. Come Monday the 9th i called to find out where my order was being that i was out of my medical supplies-necessities. They told me it have l hadn't even been shipped. This has happened at least a dozen times over a course of 2 years! The lady couldn't tell me much and i asked to be called back by a team leader. They did return my call. The lady started to tell me that the quantity of 60 was incorrect and should only be 40 due to insurance. 1st, this was an issue approx 3 months previous. Which i DID have my doctor fax them the proper rx in order to get the #60 so my insurance would pay. And when we got that straightened out HME DID send me #60 from that point on- otherwise they would not have due to insurance not paying. This lady was stuck on this technicality when really all i needed was something to cover me. I tried explaining over and over and over again but she wouldn't let it go. I told her your adding an additional problem to the mix that shouldn't even be when really i need something now. Its not like i can go to Walmart and buy this. She then jumps to well it is too early to send them! I told her before HME has always understood the nature of the situation and sent me my ostomy bags early. What am i supposed to do, sit here in my own feces on a towel 24/7 because i have nothing to contain it? Are you guys so souless, no heart no compassion for people you send medical supplies to? Then in the middle of all of this, approx 5:12 pm tells me it's " cut-off" time and she cannot work i guess. I told her she was useless and hung up. So i never got anywhere but down from speaking to miss ******** ******* of NEW MEXICO.

  Business response

  09/24/2024

  Thank you for bringing this matter to our attention. We take patient concerns very seriously and appreciate the opportunity to respond to the complaint regarding delays in the delivery of ostomy supplies.

  The patient in question receives 60 ostomy drain pouches each month. This quantity exceeds the maximum allowable amount covered by the patient's insurance, which only permits 40 units per month. To accommodate the patient’s needs, we secure an authorization from the insurance provider to supply the additional 20 units. For the September 2024 order, it was identified after the patient's resupply request that the existing authorization had expired. We promptly submitted a new authorization request on September 9, 2024, but the order was held pending approval from the insurance provider.

  
  On September 12, 2024, after the patient contacted our Supply Supervisor to express concerns, we made the decision to release the order with the maximum allowable quantity of 40 pouches while waiting for the authorization. Regrettably, due to a shipping delay, the order was delivered on September 16, 2024. As soon as we receive the updated authorization from the insurance provider, the remaining 20 pouches for the September order will be shipped immediately.
  

  Please note that once this new authorization is secured, the patient's future orders of 60 units will be processed without any further delays, as has been the case in previous months. Below is a summary of the patient's recent order history:
        1/5/24 – 60 qty
        2/1/24 – 60 qty
        3/1/24 – 60 qty
        4/1/24 – 60 qty
        5/2/24 – 60 qty
        6/4/24 – 60 qty
        7/8/24 – 60 qty
        8/3/24 – 60 qty
        9/12/24 – 40 qty (authorization pending for the remaining 20)

  We understand the critical nature of the supplies and deeply regret any inconvenience caused. We remain committed to ensuring a prompt resolution and seamless service moving forward.

  Customer response

  09/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ******

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  HME is to provide medical supplies for my mother. They have billed my mothers' health insurance and have been paid. However, the supplies have not been provided. I have made multiple attempts to talk to HME to get the issues resolved. However, I have not received a single returned call or email.

  Business response

  08/02/2024

  Thank you for bringing this matter to our attention. We deeply regret the inconvenience caused to the customer and appreciate the opportunity to address the complaint regarding the delivery of medical supplies for the complainant’s mother.
  The facts of the case are as follows:
  The order in question was placed on 6/25/24 by phone with our Supply Representative. It was processed through the ******* ****** **** **** and assigned to our PC processing team for completion. The order was dispensed per the ******* template and delivered by FedEx on 7/14/24. The claim was paid by the insurance after delivery.
  Our research confirmed that the order was delivered to an incorrect address and signed for. The ******* template address had been changed days before the receipt of the order, on 6/6/24, by the PC processing team. The address was changed for a DME order (*******) for a wheelchair seatbelt to be delivered to an assisted living facility.
  Due to the address change for the DME delivery, the ******* template address was also changed, and the Supply processing team was unaware of this change. Because FedEx confirmed delivery, the insurance was billed and the claim was paid, but no supplies were received by the member.
  Upon identifying the shipping error on 7/29/24, we processed a re-shipment at no charge to the member or the insurance, given that the previous claim was already paid.
  To resolve this issue, we have taken the following steps:
  Corrected the address in our system and template to ensure future shipments are received correctly.
  Reviewed all scripts and clinical information, confirming they are valid until June 2025.
  Dispensed and delivered the replacement shipment, which was received on Thursday, 8/1/24.
  Sent the replacement shipment at no charge, ensuring it does not affect the re-supply anniversary date.
  The director contacted the complainant’s son, discussed the complaint, and provided him with a direct line of communication via email and phone.
  At this time, both the complainant and the member are satisfied and have expressed no additional issues. The member's account has been flagged for the next month’s order to ensure the process is overseen for quality control and zero defects.
  We acknowledge that there were delays in leadership communication, and calls were not returned in a timely manner. We have discussed these delays with our leadership team and provided re-education on communication expectations to prevent future occurrences.
  Thank you for your understanding and for allowing us the opportunity to rectify this situation. We are committed to providing the best possible service to our customers and ensuring that such issues are prevented in the future.

  Customer response

  08/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** *****

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They brought me the wrong item I can’t use I just want the right one

  Business response

  07/08/2024

  We received a complaint regarding a patient who reported receiving the wrong item from HME Specialists. We take great pride in providing exceptional customer service and aim to address any issues promptly and efficiently.
  Upon learning of the error, we immediately took action to rectify the situation. The correct item was shipped to the patient the very next day, ensuring minimal disruption and inconvenience.
  We are committed to maintaining high standards of service and appreciate the opportunity to correct any mistakes swiftly. Thank you for bringing this to our attention, and we will continue to strive for excellence in serving our patients.

  Business response

  07/10/2024

  Patient:  **** ***** *** *******
  

  HMES Order ID #******* - Date 7/3/24
  

  Items:  Underpads (CRD 948-BAG, qty. 8) and Briefs (*** **********, qty.5)
  

  Shipped by FedEx with Tracking:
       #************ – Shipping Process Began on 7/3/24; Delivered 7/6/24 @ 1:32p
       #************ – Shipping Process Began on 7/3/24; Delivered 7/6/24 @ 1:32p
       #************ – Shipping Process Began on 7/3/24; Delivered 7/6/24 @ 1:32p
  
  Delivery Address:  *** **** ** ** *** ** ************ ** *****

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Prescribed oxygen supplies April, 2023 and paid by insurance. Stopped using equipment in May, 2023. Tried to contact HME to come get equipment. Was unable to reach ANYONE. In March, 2024, someone showed up at my home (then located at *** ****** ** *** *** ***** **). I did not accept any equipment and returned all the unused oxygen supplies to the driver who gave me NO RECEIPT. I am continuing to get monthly bills for $24.96. Have tried to call to explain all of the above. Put on hold each time and provided call back number to my phone. They leave voice messages for me to call back. Vicious cycle.

  Business response

  07/10/2024

  Thank you for bringing this matter to our attention. At HME Specialists, we are committed to providing excellent customer service and ensuring that our patients' concerns are addressed promptly and accurately. We have reviewed the complaint regarding the oxygen supplies and the associated billing issues, and would like to provide the following response.
  
  Patient Complaint: The patient was prescribed oxygen supplies in April 2023, covered by insurance. The patient stopped using the equipment in May 2023 and attempted to contact HME to return the equipment but was unable to reach anyone. In March 2024, the patient returned the unused supplies to a driver but received no receipt. The patient continued to receive monthly bills for $24.96 and was unable to resolve the issue through phone calls.
  
  Findings:
  Upon reviewing the patient’s account, we discovered that the $24.96 charge billed to the patient was for the estimated coinsurance portion for the date of service on 3/29/2023. This charge was applied in error due to an adjustment at the insurance level that incorrectly dropped the coinsurance portion.
  
  Communication Attempts:
  Our records show that the patient contacted HME Billing twice in June 2024. In both instances, our team attempted to return the calls but was only able to leave voicemail messages. On July 9, 2024, a Patient Account Representative successfully contacted the patient and informed them that they no longer have a balance due on their account. The patient expressed satisfaction with this resolution.
  
  Conclusion:
  We sincerely apologize for the inconvenience and frustration caused by this error. We understand the importance of timely and clear communication and are taking steps to ensure such issues do not occur in the future. We appreciate the patient's patience and understanding as we worked to resolve the matter.
  
  At HME Specialists, we value our patients and are dedicated to providing the best possible service. Should there be any further concerns or questions, we are more than willing to assist.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have had my CPAP machine from HME for more than a year. They are supposed to resupply me once per month with new mask/hoses etc. They have charged me and my insurance company every month for these supplies. They have only sent the supplies twice. Only twice in the past year. Each time I reorder (each month) they cancel my order without notifying me and when i call back to find out where my order is, they have a new excuse as to why they cant send it. I have provided all of the documentation they have asked for (new prior auth, new Rx, etc. etc.) but each time there is something wrong, like they have a new Rx from my physician, but it does not list each item on my order. It does not list filers specifically. So, they cancel the whole order and then I start again. it is maddening. Not only do i need these supplies for my health and wellbeing but I am paying for them---repeatedly. They are clearly in the business of insurance fraud and not in the business of supplying durable medical goods.

  Business response

  07/10/2024

  Thank you for bringing this matter to our attention. At HME Specialists, we take all customer concerns very seriously and strive to provide the highest level of service. We have thoroughly reviewed the complaint from our patient regarding the issues with CPAP supply orders, and we would like to address each point raised.
  
  Patient Complaint:
  The patient has expressed frustration over receiving only two shipments of CPAP supplies despite being charged monthly for these supplies. They also mentioned difficulties in processing reorders and allegations of insurance fraud.
  
  Research and Findings:
  Initial Setup and Resupply Frequency: The patient was initially set up with a CPAP machine on 5/22/2023. According to insurance coverage, CPAP supplies are eligible for resupply every 90 days (or three months) from the date of service (DOS).

  Order History:
  Resupply Order: Placed on 8/28/2023 and dispensed on 10/10/2023, delayed due to a mask issue and backlog of orders.
  Second Resupply Order: Placed on 1/9/2024 but could not be completed due to non-compliance with therapy requirements.
  Third Attempt: Made on 2/20/2024 but still could not be processed due to non-compliance.
  Fourth Attempt: Made on 2/26/2024 with the same result.
  Final Attempt: On 5/10/2024, a new prescription was received and processed, resulting in a successful delivery on 6/20/2024. The patient will be eligible for resupply 90 days from this last date of service.
  
  Healthcare Insurance Compliance Requirements: 
  **** ***** **** ****** ** *** ****** ***** of NM) requires patients to be compliant with CPAP therapy:
      -  Using the machine for 4+ hours per night
      -  For 21 consecutive days out of 30 days
      -  Within a 90-day period
  The patient did not meet these compliance requirements during the attempts to process reorders on 1/9/2024, 2/20/2024, and 2/26/2024.
  
  Billing and Supply Delivery:
  HME Specialists cannot bill for supplies until the order is processed and delivered. All insurance companies require confirmation of delivery with claim submission before releasing payment. Therefore, HME Specialists has only billed for the successfully processed and delivered orders on 10/10/2023 and 6/20/2024.
  
  Conclusion:
  We regret any inconvenience experienced by the patient. The delays and cancellations were due to compliance issues, which are beyond our control and dictated by the insurance provider's requirements. We apologize if our communication did not meet the patient’s expectations, and we are committed to improving our processes to prevent such occurrences in the future.
  
  We assure the patient that we are not involved in any fraudulent activities. Our practices adhere strictly to insurance and healthcare regulations, ensuring that billing occurs only for processed and delivered supplies.
  
  We appreciate the patient’s patience and understanding as we continue to strive for excellence in our service delivery. Should there be any further concerns or clarifications needed, we are more than willing to assist.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I picked up a new CPAP machine. It did not have the required parts prescribed by my physician, with the inference that the old parts were compatible. I have called several times and was assured that; 1- someone would call me back. No one has. 2 - there are no responsible persons in the office, both on the original date(s) of my several calls and follow-up dates. 3 - the appropriate supply group was aware of their mistake and had the part but they needed to talk to me first...no one has returned or placed that call. This was promised to me several times over several days. Terrible business practices

  Business response

  06/24/2024

  We appreciate the opportunity to respond to the complaint regarding the CPAP machine received by our patient. We regret any inconvenience experienced and wish to provide a detailed account of the situation and the actions taken to resolve it.
  
  On May 6, 2024, the patient reported an error message on their CPAP device, leading to the need for a new machine which required authorization, approved by May 10. Our staff attempted to schedule the pick-up on May 22 and again on May 28, with the pick-up ultimately set for June 6 at our ***** ******. On June 6, the patient received the CPAP machine but required new tubing for compatibility. The patient requested a supervisor's assistance on June 13, and we informed them that the needed heated tubing was unavailable but ordered the correct tubing. The correct tubing (S10-CPAP) was mailed via FedEx on June 20 (Tracking #: ************), with delivery scheduled for June 25.
  
  We acknowledge the patient's frustration with the lack of timely communication. Although our team made several attempts to schedule pick-ups and inform the patient about the tubing issue, there was clearly a lapse in ensuring these communications were effectively conveyed to the patient. This led to the patient's perception of poor business practices.
  
  Upon realizing the tubing issue, we immediately placed an order for the correct part and expedited its shipment to the patient.  We have reviewed our communication protocols and reinforced the importance of timely and clear communication with our patients to prevent such issues in the future.
  
  We sincerely apologize for any inconvenience caused and are committed to improving our service. We appreciate the patient's patience and understanding as we worked to resolve this issue.
  
  Please feel free to contact us if you need any further information or assistance.

  Customer response

  06/27/2024

  Complaint: 21846042
  
  I am rejecting this response because:
  
  BBB
  
  I do not accept the business’s response. It has to my knowledge numerous errors of fact and appears to be contorted in order to benefit the business. In doing so they seem more interested in blaming me for their massive shortcomings and failures many of which occurred as late as yesterday afternoon (6/26/24).
  
  As well, such is the way of a business with a captive audience and no real competition.
  
  I am not satisfied with their response and the attempt to dodge responsibility. In any case, I can see that there will be no further reason to try and “fight city hall”.
  
  Regards,
  
  ******* *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  06/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was supposed to have a wheelchair delivered on 5/24 I have not yet to received it. I have call several times with someone keeps giving me wrong information.

  Business response

  06/14/2024

       We have received the complaint from ****** ****** regarding the non-delivery of a wheelchair that was reportedly scheduled for delivery on May 24. The complainant mentioned calling several times and receiving incorrect information.
       HME Specialists is committed to providing high-quality Durable Medical Equipment (DME), oxygen, and DME supplies and services to residents in New Mexico, Texas, and Arizona. However, it appears there has been a misunderstanding in this instance. We do not have any record of a patient by the name of ****** ****** in our system, and we are not licensed or certified to provide services to residents of Maryland, which is outside our service area.
       We take all complaints seriously and strive to address them promptly. Unfortunately, in this case, we believe there may have been some confusion or error, as ****** ****** from Bryans Road, Maryland is located outside of our service jurisdiction.
       We recommend that ****** ****** reach out to a local DME provider in Maryland for assistance with their needs. If there are any additional questions or if we can assist further in clarifying this matter, please do not hesitate to contact us.
       Thank you for your understanding and cooperation.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am on oxygen 24/7, and I get my oxygen supplies from HME Specialists. I need small travel tanks when I go out. I ordered small tanks last Thursday, and they were never delivered. I was told today, Monday, May 20, that they’re out of oxygen tanks and wouldn’t get any more until Friday. I have doctor appointments this week, and I need those tanks. I’ve been told that they are getting new tanks because the old tanks are bad. I tried hooking up a new tank the other day, and it started leaking out. They’re not many choices in Albuquerque for getting oxygen tanks delivered on a regular basis. Please investigate this issue because it’s affecting my, and others, health! They make you wait on hold forever, and no one has any answers.

  Business response

  06/01/2024

  I am writing in response to the complaint received from a patient regarding the delivery of oxygen tanks and the reported hold times when contacting our customer service.
  At HME Specialists, we take every concern seriously and are committed to providing the highest standard of care and support to our patients.  We understand the critical nature of oxygen supply and the impact any delay can have on our patients’ health and well-being.
  Regarding the specific complaint, we have addressed the issues directly with the patient.  The Director of Distribution (Delivery) on May 22, 2024, spoke with the patient and together they discussed that she would receive her deliveries on Friday.  Additionally, we have arranged for her to be placed on a weekly delivery schedule to ensure that she has a consistent supply of oxygen tanks moving forward.  The patient agreed and seemed pleased of these measures and understands the steps we are taking to return to our regular service schedule.
  We acknowledge that our current inventory of small travel oxygen tanks was impacted due to a necessary recall of old tanks, which led to a temporary shortage.  We are actively working to replenish our stock with new tanks and have expedited this process to avoid any future disruptions.  Our priority is to ensure that all our patients receive their oxygen supplies without delay.
  Regarding the patient’s concerns about extended hold times, we are aware of this issue and have taken steps to remedy response times and answer times, however during peak times, our wait time can be 3-5 minutes.  We are increasing our customer service team and are working to ensure that calls are handled more efficiently and that patients receive timely and accurate information. 
  HME Specialists, is deeply committed to enhancing the quality of our patient’s lives.  Our local roots, dedication to personalized service, and drive for continuous improvement set us apart and ensure that our patients receive the highest standard of care and support.  We regret any inconvenience this patient experienced and are dedicated to resolving issues promptly.
  We appreciate your attention to this matter and your role in helping us maintain high standards of service.  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My primary care physician wrote a prescription for bladder control pads and submitted to HME Specialists. I was approved by HME to receive them without charge. First shipment was incorrect size, returned for correct size; received second shipment. Upon receiving next shipment, was notified by HME that I was not eligible because I was not on ********. They asked that we ship them back. No shipping label was provided and *** ** wouldn't ship without label. My daughter paid for shipment 12/12/23. On April 22nd, received a bill from HME for $67.50. My daughter has made numerous attempts in trying to get a resolution to this without any success. HME doesn't return phone calls, keeps directing us to other departments, etc. They have a broken process and if I wasn't eligible in the first place, they should never have sent product. My daughter continues to get text messages regarding placing order after this. In addition, they are now saying they don't have proof they received returned packages and are also saying a shipment was delivered 1/19/24.

  Business response

  05/13/2024

      We appreciate the opportunity to address the concerns raised in the complaint filed against HME Specialists (HMES). At HMES’ Supply Division, we prioritize providing exceptional customer service and ensuring the satisfaction of every patient we serve.
       The Supply Division received a new patient order for supplies on 11/14/23. The order was worked and dispensed on 11/28/23 after receiving all needed clinical documentation.  The member contacted HMES on 12/5/23 to inform us that the wrong size was received and a corrected order shipped out the same day. HMES also provided RA# for incorrect products and internal research identified the patient’s secondary insurance was verified incorrectly.  

       Original order was refused for pick-up by *** ** due to a label issue, resulting in the member covering cost of shipping out-of-pocket. Internal research shows *** ** failed to follow the return process with the supply vendor.
        HMES’ Connect system auto-generated an order in January 2024 and shipped out supplies. Due to a shipping error on the *** ** side, the package was lost.  Internal research shows that the shipment was canceled and voided, resulting in no supplies being received by member. 

       The primary insurance does not cover the original supply items, and the secondary insurance was erroneously loaded/verified to show coverage of the ordered items.  Upon identifying the secondary insurance error the account was corrected.  HMES obtained confirmation on 5/7/24 that the returned supplies were received by the vendor.  Due to the lost January 2024 order, the account now reflects that the member returned all supplies received.  All charges have been adjusted off and claims recouped.  

       As a result of our efforts, we are pleased to confirm that the patient's account with HME Supply has been fully resolved. All charges related to the incorrect shipments have been adjusted, and the patient no longer has any outstanding balance with us. We have also ensured that the patient and their daughter are updated with the resolution and that they are satisfied with the outcome.
       Moving forward, we remain committed to improving our processes and services to better serve our valued customers. We sincerely apologize for any inconvenience caused and appreciate the opportunity to address and resolve this matter.
       Thank you for bringing this to our attention, and please do not hesitate to contact us if you have any further questions or concerns.

  Customer response

  05/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 wish I had kept the original receipt of $20.54 for returning the product since *** ** wouldn’t accept it without the label.  Otherwise I could have been refunded that amount.
  
  Regards,
  ****** ** ****** ** ********* *******

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I needed a breathing machine and *** is the local provider in the area. I told them i wanted to purchase the machine for the full price rather than renting the machine because it would be cheaper this way. They told me there was no charge for a monthly rental because it was covered fully under my insurance. Without knowing that i had met my annual out of pocket deductible is why i didn't have a bill. They started billing me in January of the following year and i have made numerous attempts to get a hold of billing so i can purchase the machine. I have called several times and sent several messages online and no response has been given. Now they have sent the balance off to a debt collector and i'm unsure what to do.

  Business response

  04/30/2024

  We have thoroughly reviewed the complaint regarding the patient's desire to purchase equipment on the initial date of service. However, our account records do not support this claim. As the patient was on *** services, it was not possible for HMES to facilitate a purchase on the setup date.
  
  According to the patient's insurance carrier, compliance for regular use of the equipment needed to be reviewed and met after the 90th day of rental for continued coverage. Therefore, equipment purchase could only be considered after this period.
  
  The patient received bills for the rental of the *** unit due to an unmet deductible with their insurance carrier. All bills were sent in a timely manner, but there were no attempts made by the patient to pay the balance due, resulting in a referral to a collection agency.
  
  Recently, a patient account representative contacted the patient on 4/26/24, reviewed the account, and explained the situation. This led to the patient making a payment of $300.00 towards their balance due. The patient expressed the intention to contact the collections agency to arrange payment for the remaining balance.
  
  At HMES, we take customer account inquiries seriously and are committed to improving our availability for such matters. We understand the importance of clear communication and strive to ensure a positive experience for all our customers.
  
  Thank you for bringing this matter to our attention. If there are any further questions or concerns, please do not hesitate to contact us.

*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. ↩