Complaints

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:03/07/2024

  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.

  On 2/26/2024, my pulmonologist's office submitted a request for a new nebulizer and supporting attachments to SuperCare for me. It is 3/7/24 and I still have not received it. I am a very, very elderly asthmatic patient. I called three times and finally found out from SuperCare they denied this request because I got one in 2020. I asked if ******** denied it and was told they only knew it was denied. I inquired who in this company got the denial and I wish to speak to that person (Level 2 Team I was told). That "team" was busy (and then a disconnect) for a transfer attempt. No result. Also I did NOT get a notification this was denied by SuperCare. They said they called but there was NOT a call on my home phone nor on the answering machine. We are almost totally homebound and with visiting nurses, therapists, meals-on-wheels and other deliveries, are here almost all the time. ******** today (3/7/24) said all of the above request IS valid for replacement. NEBULIZER every 3 years; tubing every 2 mo; filters 2 a month; face mask every month, etc. I got NOTHING to date except denials by SuperCare. I have continuing very extensive asthma health conditions with attempted substitute RX inhalers, etc. until I get this nebulizer and attachment pieces.

  Customer Answer

  Date: 03/27/2024

  I did hear from SuperCare Health.  I am sure my complaint to BBB was the action that prompted them to provide me with my much needed health care equipment necessity that they denied after four request and denials.
  
  Thank you for the good work you do.  We 90 year olds are so handicapped at our age when important medical equipment (nebulizer) is so horribly denied and laborously delayed.   Since contacting you, both my husband and I have contracted Covid even though everything is delivered to us (meals on wheels, home nursing care and home therapy four days a week.  Therefore your very effective, intervention is not only life saving but also so very much appreciated in this case.
  
  I am more than satisfied to have the necessary equipment now in my possession and use.  So the case may be closed.
  
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