ComplaintsforProMedica Home Medical Equipment

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am trying to get my boost nutrition drink sent out to my home. When this new company took over I've had nothing but problems trying to fill my prescription because of 1 employee named ****. She happens to be In charge and has seniority so I'm not able to get any other help but hers and she has a personal issue with my case. 1. When I called amd asked her to send the orders to my doctors and change the quantity to 75 from 45 she acquired an attitude saying " you don't pick your amount of supplies you get your doctor does. " Even though that's not in our buisness she restated it several times. I explained i went to another company and I was getting 75 each of chocolate and 75 vanilla boost glucerna protein drinks and ****'s company only had a order for 45 of each flavor which was an old order. I called on nov.21 spoke with **** and this is the day she wanted to tell me the doctor chooses how many drinks I get not me. So I explained myself and from that point on it became personal. I called the 25 to make sure everything was good all my paperwork for my order that was due on 8th of Dec. She expressed it was much to early to call for order. I explained I was just checking on my order take sure they have everything they need from my doctors office and I was ready to go just waiting till the 8th of Dec. Then I called to have my stuff shipped and nothing was done **** did not send correct amount adjusting my order lime I checked and like we spoke about. It is now the 14th of December and I still don't have any product 100% due to ****'s sabatoge. This is crazy. I called her today and asked her to hold my order until I speak with Dr. Office to see where we're at since I can't trust what she **** is saying. She cut me off and said I can't do a three way call I'm to busy for that. When I said "please hold..." she blurted out I'm not golding etc.etc. I started to cry again and hung up. I really have not experienced someone so rude for no reason at all. 0

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought 2 lift chairs from oe meyer have aetna/medicare insurance and paid the complete bill with Mastercard. Now receiving a bill stating that bill for $930. 60 was not paid when consumer has receipt of payment. Have tried to call Promedica Home Medical equipment and spoke with someone that said they would call back and check on payment about a month ago and still no call back. Consumer states she has made several calls to Promedica since initial call.

  Business response

  11/29/2022

  [BBB Transcription via Email]

  From: *****, ***** <*****.*******************>
  Date: Fri, Nov 25, 2022 at 2:52 PM
  Subject: Case # ********
  To: ***************** <*****************>
  
  
  To Whom It May Concern:
  
   
  
  Upon receiving the BBB complaint, we reviewed the consumers account and found an issue which matched their complaint.  We provided 2 items to the consumer, but due to a request to exchange one of the items, when the exchange occurred the credit and charge were not hooked up to net a zero balance.  As such, the invoice tied to the charge released and was sent to the consumer, in error.  Upon receiving the invoice, the consumer called to question the bill but unfortunately, the rep was unable to answer the question so sent a request to another department to handle and this request was overlooked. 
  
   
  
  We found the initial patient request, reviewed the situation, applied the credit to the charge and the account shows a zero balance.  We called the patient to share the above information and issued an apology for our oversight and lack of quick response.  The consumer appreciated the call.
  
   
  
  Sincerely,
  
  *****
  
   
  
  ***** *****
  
  General Manager
  
  ProMedica Home Medical Equipment
  
  3303 Tiffin Ave.
  
  Sandusky, OH 44870
  
  419-625-1256, Ext. ******
  
  *** ******** (Cell)

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Promedica Medical Equipment is the preferred provider. They were to repair my hover round and failed to show up for appointment. I called and was unable to schedule an appointment for repair. The hover round is under warranty. Also, I have a CPAP machine that needed a mask replacement. I was charged $68 by the business instead of turning this to my insurance which is covered under insurance.

  Business response

  08/11/2022

  [BBB Transcription via Email]

  From: *****, ***** <*************************>
  Date: Wed, Aug 10, 2022 at 9:11 AM
  Subject: ********
  To: ***************** <*****************>
  
  
  To Whom It May Concern:
  
   
  
  Wheelchair repair: 
  
   
  
  Patient’s husband came in on 7/11 and stated he spoke with **** about repairing a wheelchair and she told him to bring it in.  When spouse brought it was not just a wheelchair it was a Power wheelchair.  Our service tech was out on the road that day doing more power equipment repairs and was not here to look at it.  Spouse was very mad but when I spoke with patient she understood that there was a mix up.  Spouse demanded we come out to home free of charge since it was our mistake.  Complied with request.  We were supposed to go out Tuesday 7/19 to look at chair but due to staffing shortages it was changed to 7/21.  Again spoke with patient and she was ok with that.  Received quote from our service tech and sent for prescription approving repairs so we could bill insurance.  I was in contact with patient several times about repairs and waiting on prescription and possible auth.  Received CMN and verification back this morning and parts should be on order.  Once in we will repair.  Patient states she needs power wheelchair to go get her blood draws and without new arms she cannot load it in her van.  She does have manual chair.
  
   
  
  Mask:
  
  Patient has been ordering the same mask for many months, she recently reordered the same mask in May.  In June she asked if she could try a new mask, since she got the mask in May, it was too early to replace via insurance (they only allow one per 3 months).  She was told if she wanted a different mask now, she would need to pay.  If she wanted to wait until she was entitled to a new mask via insurance she could do so.  She chose to change the mask now.
  
   
  
  Thank you,
  
  *****
  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was prescribed BiPAP machine. The first company wouldn't let me purchase it out right. So my second company I contacted was ProMedica. I dealt with their satellite store in Fremont Ohio and told them I wanted to purchase only and they verified it with the insurance and said ok. The day of pick up my machine, my paperwork was printed wrong. So they put a slash through the word rental and wrote purchace and gave me a receipt for paid in full. 7 months later I get a my first bill for rental services. They had continued to bill the insurance and collect payment for a rental cost. I was never billed because they said I had a credit. This credit was supposed to be payment in full from the insurance company. I want the billing to stop, my credit restored and my insurance company reimbursed for false billing.

  Business response

  06/28/2022

  [BBB Transcription via Email]

  To Whom This May Concern:
  
   
  
  We received a request to provide equipment to the customer.  He did ask for it to be billed to the insurance as a purchase and the order was changed from purchase to rental prior to submitting to the payor.  Unfortunately, this payor will agree to process as purchase, but they will deny and ONLY pay as a rental. (This is probably why the first company refused to bill as a purchase.)  Staff did not relay to the customer and when we made the change after the setup, it was not conveyed to the customer at that time.  This was an oversight on our part.  We should have reached out to the customer to notify of this.   Once the customer notified us that he received a bill, we attempted to change to a purchase to get the denial to show, but it was past time filing.  At that time, due to our not notifying him, we adjusted off all customer balances beyond what he paid at setup.  His rental has since capped (rented to purchase price) and the equipment is his.  Whether we bill as a purchase or a rental the total charges are the same, it is a matter of getting all funds up front or spreading out over 10 months but if deductible season occurs during rental, the financial burden shifts from payor to customer depending on their deductible amount. 
  
   
  
  There is no account balance and the customer owns the equipment.
  
   
  
  Sincerely,
  
  *****

  Customer response

  06/28/2022

  
  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 would like to also see a statement with $0 balance.
  
  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. ↩