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:11/16/2023

  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.

  Please help me get a **** & a refund for an un-needed power cord! I have been using a **** machine from HH (Hampton Homecare) since Feb 2022 for diagnosed sleep apnea. On 10/29/23 the **** stopped working. Their "Live Chat" feature is a sham. So I've been calling HH almost daily. I was told the manufacturer's warranty expired on 10/12/23.After HH confirmed the **** is broken, nobody will talk with me about next steps.1st time I called CS ******************* the agent thought the issue was with my power cord. She suggested I buy a new one. If that's not the problem, I can get a refund. 3 weeks and $89 later, I still can't get a refund. And my **** is still broken.Then I have to talk with the **** ***** But they can't be reached directly. 1st I have to wait on hold for CS so they can transfer me to the **** ***** I'm usually on hold for ***** minutes. But then I wait on hold for the **** dept forever. I've only actually spoken with someone 3 out of 12 times. Often they close before anyone picks up.You can opt to get a call-back but that doesn't always work. Sometimes they don't call back. One time I answered a call-back only to be greeted by a voicemail.A "therapist" has to confirm the **** is broken (even though they don't have time because they're busy all day setting up machines). 1st time he called I couldn't talk; my car had just been towed. I had to call CS again... to be eventually connected to the **** dept again... who submitted a request for the same therapist to call me back. 2 days later I called him. Luckily I had his phone from before. He concluded that my **** is broken & that I don't need the $89 power cord. He said someone would call me back tomorrow to discuss next steps. That was 3 days ago.I've called 4-5 times since but can't get the **** ***** Today HH called me for resupplies. I asked him to transfer me to **** ***** I was on hold for 1 hour. Then I called CS, but was on hold for the **** dept for 45 minutes until ************* up.

  Business Response

  Date: 11/21/2023

  After looking into the matter, we discovered that the caller was using the resupply line instead of the main pap line, causing issues with the transfers through the system. We've made significant improvements to our company website and chat feature, both of which are now operating more efficiently. A respiratory therapist conducted a home visit, testing the ***********************, and determined that the $89 power supply purchased was not the issue. The refund for power supply has been processed.
  
  The equipment is no longer under rental by the insurance company and is now owned by the patient, with no manufacturer warranty. Typically,insurance carriers allow a replacement pap every five years. As a courtesy, we will provide a replacement device and retrieve the malfunctioning unit.

• Initial Complaint

  Date:10/24/2023

  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 10/2/2023 I was contacted by a representative from Hampton Home Care in regards to re-ordering CPAP supplies for a CPAP machine I use from them. During this call I confirmed the name and address of my doctor and was told I should be receiving my supplies in about ten days. I then called on 10/16/2023 in an attempted to find out the status of the supplies. I left a message containing all the required contact information with an answering machine. After not getting a call back I called again today 10/23/2023 and was told by a male who answered the phone that a request for a prescription was sent to my doctor. I then asked what doctor did they have for me on file ( to make sure they had the right info). The male then replayed "Dr. ******* I then told him that is not my doctor's name. He then said "what is the name?" I then stated the name and he said "***, we'll make sure to get that to him/her." I then asked if he needed the contact info and he said no. I then contacted my insurance and they paid $60.60 to Hampton Home Care on 10/23/2023. How can they charge my insurance if they allegedly are waiting for a prescription? I would like the supplies that my insurance paid for please.

  Customer Answer

  Date: 10/28/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/29/2023

  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.

  I have been sent the incorrect items four times all of which have been documented. I have 12 emails assuring me the correct item will be sent and can not get a resolution with the company. All I am asking is for the correct items to be sent to me. The company keeps apologizing and telling me they moved and now all the last issues are because of human error

  Business Response

  Date: 07/10/2023

  Patient received initial setup of a PAP machine and supplies (N30i) on July 20, 2022. An order was received to change the mask to a full-face mask, and the mask exchange was shipped on August 4, 2022. However,the patient did not like or tolerate the full-face mask. On September 24, we sent N30i cushions and billed the insurance for them based on a note from a ******** Service agent. The patient called for cushions for the N30i, but he claims to have received only 2 cushions and does not recall what he received.
  
  On December, the patient placed an order and spoke with me. He wanted to try the N30 mask, although he had been using the N30i previously. Therefore, I included the N30 mask and N30i cushion in the order in case the N30 did not work out.
  
  In January, the patient called again and was extremely upset, claiming that he had made multiple calls regarding receiving incorrect cushions on the order. Even though the order showed the correct items (N30i cushions), he stated that he received N30 cushions instead. We sent the correct cushions at no charge, along with a call tag to return the incorrect ones.However, he never used the call tag nor returned the items as he was instructed to do so.
  
  In March, the patient placed a Rapid Reorder, and there was a note to double-check all orders with him. Since it was a rapid reorder,it copied the December order, which included the N30 mask and N30i cushions.
  
  ******** Service processed an order on May 26, 2023,correcting the rapid reorder and providing another call tag to return the incorrect items. The patient also requested a discounted private pay price for a PAP device due to the inconveniences caused by the errors and being a long-standing patient ($789 instead of $995).
  
  Billing had turned over billing responsibility to the patient for the unreturned items, as he claimed to have thrown them out because they were incorrect. On June 28, 2023, he called after disputing the account hold and invoices. Billing Department waived the invoices, and the account was taken off hold. ******** Service then processed a supply order, billing the insurance, and made sure that all items were correctly pulled. Multiple staff in the warehouse were to sign off upon pulling the items. The patient picked up the supplies in the ************** on June 29, 2023, and another label was given to return any incorrect unopened items. We left a voicemail for the patient on June 29 to ensure that everything is correct and to remind him to utilize the call tag. The patient is off credit hold, and the invoices for the unreturned product has also been credited.

• Initial Complaint

  Date:05/05/2023

  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 my cpap machine last October and it came with supplies. When it was time to reorder supplies I called in and gave my credit card info for payment. Prior to this transaction I had received monthly bill for machine rental fees. The next I started receiving charges to my credit card( the one used for my supply order) for the monthly rental fees. Today I called Hampton Home Care and spoke to ***** and told him this is the third time Im calling to ask to not use my credit card info for auto pay. I never gave permission for my card to be charged and this is the third time Ive called to have my account removed from autopay. Each time the agent takes my info and says they will have it stopped nothing happens. I am very angry because I never gave permission to have my account billed every month. I hope you can help me.

  Business Response

  Date: 05/10/2023

  Good Afternoon,

  This account has been taken off auto pay.

  We have contacted client and advised.

  If you need any further information, please contact me.

  Thank you

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

  Director of Reimbursement

• Initial Complaint

  Date:11/14/2022

  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.

  My son received a Bipap machine from Hampton. The mask brought w/ the machine was not as dr prescribed. After multiple calls, I settled on another mask after being sent to a random website to pick one out. My son has a vagal nerve stimulator so Hampton is citing he cant use the dr prescribed mask even though his dr his dr cleared him for use (he was actually already using it over 2 years w/ a previous DME **** Hampton still refused to provide after ** ********** The rep chose the size of the replacement mask, I guess under the assumption that its the same in all masks. Yet, when it arrived it was too small. I called Hampton multiple times to advise. I kept being told a manager has to approve a replacement since I already got a mask and the insurance *** will only pay every 3 months. my son continued to use the too small mask waiting on a resolution. A manager called me once & advised she would get him a mask that fits. Yet, here we are weeks later & nothing. Slightly over a week of using the too small mask, it tore and is not useable. Again, I called Hampton, was told a manager had to approve another order. Same manager was supposed to *********** tilI called the office again. Then, we communicated via text messages. She offered I pay for another mask. Said she was on vacation but would try to call later. 3 days later, nothing.My son has primary insurance but also on ********* I should not have been asked to pay for another mask. Now hes been without respiratory support for over a week now.After consulting Health Advocate thru my employer, I ended up purchasing a mask from another supplier but yet to arrive. Hampton failed as a DME supplier leaving a medically fragile person w/out respiratory support.Whenever purchasing an item, theres a warranty period. I called my insurance & was advised as much. in spite of warranty, the moment I advised Hampton the mask sent was too small, a respiratory therapist shouldve been dispatched to fit a new mask.

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that while I finally was sent a mask for use, this took entirely too long. My son was without respiratory support for over week. This cannot happen again and procedures need to be in place to make sure urgencies of this matter are addressed in a timely fashion.

  I was able to cancel the order I had to place with the outside vendor so no longer am requesting reimbursement for that. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/16/2022

  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 ordered new CPAP supplies from them and it took them a month to deliver it. When it arrived, an item came damaged and another item was missing. I called them and they said they would send out a replacement. A month later I called back and they said that I never called even though I have the call logs to prove it. The lady was rude and disrespectful and said I shouldnt have waited 2 months, even though I called right when I got it and the first month was waiting for it to be delivered. I have been promised numerous call backs and none of them ever happened. I called 4 different times and they keep telling me someone will call me back and they never do.Nose they charged me $242 for an item that I cannot use and they will not replace nor will they call me back.

  Business Response

  Date: 09/08/2022

  In response to ************* ********** On 6/1/2022 ********************** placed a supply order for his sleep apnea. We reached out to his doctors office on 6/7/2022 to obtain a valid prescription to dispense the *** supplies he requested.  On 6/10/2022 we processed the order for the items -Mask Frame, heated tubing, three cushions, six filters, and a water chamber.  On 8/10/2022 ********************* called in and spoke with our customer service representative *************He stated he had called three previous times but did not know who he spoke with. We did check our phone system and there is no record of incoming calls from him. He states that he did not receive headgear with his mask. She explained that item is covered by his insurance plan every six months, so he was not eligible for it. He then stated the heated tubing he received was defective with holes in it. ****** our resupply manager did attempt to reach out to **********************. She called him twice and had to leave voicemails. On 8/15/2022 she called again and made contact with him. She sent a new order including a complete mask with headgear (our cost of $141.17) heated tubing (our cost $56.12) and a shipping cost of ($15) a total cost $212. 29, which Hampton absorbed in its entirety. We did not bill the insurance or charge the patient for these items as this was a courtesy to him to resolve his ********** Any financial responsibility he has stems from the remaining deductible from his health insurance plan. He has a deductible of $1,100. He is responsible for that as we are unable to waive this.  The invoices he has received are for the monthly rental of his pap device and heated humidifier as well as the supplies. Payments made by *** *************** are towards the financial responsibility he has for his durable medical equipment policy.
  

  Customer Answer

  Date: 09/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company has decided to resort to lies and slander to clear their name. As you can see in the provided call log (Call Log Num1.png), I called Hampton Home Care at their 866 number back on June 27th at 9:14am and discusses the missing mask that I was charged $90 for and the damaged tubing that I was charged $60 for. I spoke to them for 12 minutes which is when they promised to send out the replacement equipment. Since it took nearly a month to get the initial supply order I waited about 5 weeks before calling back to get an update. That is when I was told they had no record of me calling. I guess they need better record keeping as I have the record of my call. When I called on 8/10/2022 I kept on getting the runaround and had to call 3 different times and speak to 4 different agents. You can see those calls logs provided to this complaint as well (Call Log Num2.png)

  I was promised a call back later that day, as you can see from that call log, that never happened. I waited an additional day, and again, no callback on 8/11 either. 

  Finally on 8/12 I called back again to see why I have not received a call back. As you can see with the log, there are no missed calls. My billing cycle is on the 11th and there were no calls that day. On the 12th you can see where I called back (Call Log Num3.png) I called the number I was provided *************). After speaking with that agent I was told to call the manager which is when I was provided with the ************ number.

  When I called that number I was told that they would find out why I never received a call from the manager and they would call back. They called back 10 min later and told me a manager was busy and to call back again in 10 min. Again, 10 min later I called back and was told that she is still busy and that I would receive a callback later that day. That also never happened, so that is now 3 days without callbacks.

  Finally, on 8/15 you can see that I finally received a call back from the manager ******. She apologized that she was not able to call be back (I have a recorded version of this call that I can provide). She acknowledged on this recorded call that she made a mistake by not calling me back as promised, so that proves the companies claim that they called and left voicemails is a complete lie fabricated as retaliation.

  The reason I say it is retaliation is because since that call I have received emails (Email Request.png) and phone calls harassing me to rescind this complaint. As you can see even weeks later they called me asking me to rescind my complaint. That was the first and only time they ever left a voicemail. (I would attach that screenshot, but I cannot upload more than 4)

  With this documented proof that the company is not truthful and border line slanderous, I reason this complaint should stand as is. At this point the company is trying to clear they name and is retaliating with harassing phone calls and creating false stories to get their narrative across after I filed this complaint, left a bad review on ****** Maps, and requested that my doctor change my prescription to a different company. 

  
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