ComplaintsforCoram Specialty Infusion Services

Infusion Services

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Initial Complaint
09/12/2023
Complaint Type:
Product Issues
Status:
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.
I receive remicade infusions. I had been going to Coram in *********** however got moved back to *********************** by my doctor. My husband also goes to Coram in ***********. I had an infusion LAST SUMMER 2022 at ****. Coram mistakenly removed $627.53 on 8/13/22 at 9:44am from MY ******* CarePath card to pay for one of my husband's infusions (although I was no longer a patient at Coram). It took many calls to Coram and ******* for me to figure this out. Coram told me that they would reimburse this money back onto my ******* card as **** still has not gotten fully paid for this infusion and is ready to send it to collections. Coram still has not refunded the money. I have spoken to many people at Coram including *****************************, manager, and ***************************** who told me that she would take care of it. I have called in followup and left multiple messages and have not heard back. I told **** that I'd like to file a formal complaint with the company. She said she would look into it and get back to me and she never did. Thank you for your help.
Business response
09/14/2023
Billing Leadership has completed their research. The wrong ******* card was used by accident when making a payment to Coram. Coram representative (********) has requested a refund for the ******* card of ****************************. The check will go directly to *******.
Customer response
09/22/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed.
Frankly, I will be fully satisfied when the issue is completely resolved. **** has still not received payment for this service.

Business response
09/26/2023
Coram has provided a refund check to ******* Carepath (9/12/23). They advised it will take 10 business days to process. I would follow up with ******* Carepath for timeframe on payment to ****. Thank you!
Customer response
09/27/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
******* still does not have the check. Coram issued the check to the wrong business address (zip code was incorrect). Another check must be issued and it is unclear to me if this has been mailed or not. I have spent many hours trying to get this sorted out. I would think that Coram would provide thoughtful and expeditious preparation to get this issue resolved as it has been over a year and **** still has not gotten paid. Frankly, I am quite disappointed in Corams response to this issue.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

*******
Initial Complaint
07/18/2023
Complaint Type:
Billing Issues
Status:
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.
My daughter has been with Coram for years. Recently They took money out of my bank account for charges that were never billed. i never received a call or approved this transaction
Customer response
07/29/2023
I have not heard from the business in response to my complaint.
Business response
08/03/2023
*Coram does not have any credit card information stored on file for this patient, therefore cannot process an auto payment.
*No payment activity directly with Coram in the last six months (no payments over the phone, thru mail or patient online portal).
*Payment history indicates that a third party Vendor ACUMEN makes electronic payments on behalf of *** to Coram for out of pocket expenses.This process would be managed thru his benefit plan/employer benefits. The last payment was dated 6.30.2023 for $120.00
Customer response
08/03/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
***
Initial Complaint
05/09/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I received infusion services in January in ********* from Coram. Before I received the services, I paid the full amount I was quoted and that is reflected in my bank statement attached. ($254.94) Since then, I have received numerous calls and statements saying I owe $288 for the services rendered. When I explain that I already paid, they say they will reconcile my account but nothing is ever fixed and I keep getting calls and statements. They dont even acknowledge the payment Ive made when they call until I inform them of it every time. Im afraid they are going to report it to the credit bureaus because of their incompetence.
Business response
05/11/2023
Upon researching the account, Financial ******************** team identified a billing error and corrected by posting the patient payment as per process. Financial Services representative contacted the patient to advise of the error, the corrective action that took place, and mailed a zero balance letter to the patient for her records.
Initial Complaint
01/18/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am filing a complaint against Coram Specialty Infusion Services because I haven't received my refund check of $2,859.95. I have left several messages on My Chart, with no response from ***************** I have called several times to speak to a representative and have been on hold for an hour each time I call. In addition, I contacted my insurance company to seek assistance from them. They've had no luck reaching anyone and have also been on hold for up to an hour.Back in August 2022 I contacted their billing department because I received a bill that I had already paid. A representative sent me a list of payments received and I noticed several payments I made were not listed. I provided proof of these payments via My Chart. A Representative advised they did receive payment in the old system, and she was going to move it to their new system and will also confirm I don't have additional bills to pay.In October 2022 I spoke to a **************** Representative, and she confirmed there is a pending refund check in the amount of $2,859.95.My Chart messages from November 2022 to January 2023 have not been responded to. As of today, January 18, 2023, I haven't received a refund check.All I want is my refund of $2,859.95 because I overpaid that amount.
Business response
01/20/2023
*********************** was contacted by Coram billing department. Coram reviewed and updated **** on her refund that was approved and check would be mailed out.
Customer response
01/23/2023
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Currently I am waiting for the refund check to be delivered via USPS.

Regards,

*******************
Initial Complaint
12/20/2022
Complaint Type:
Customer Service Issues
Status:
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.
7/28/22. 2 days after husband had knee revision surgery on right knee,re claim ********, also claim ********. Coram delivered infusion equipment, my husband needed Ive antibiotics everyday for 6 weeks , I do not remember okaying this service , Was not told coram does not accept ******** or Tricare for life, we are retired and on fixed income. . I am afraid if I do not pay this my home will be taken. I sent a letter to coram 11/25/22. Have not heard anything from them the amount is749.80 total ,while we were going thru this my husband became amnesiac ,in three hospitals since July 26,22, covid. Pneumonia,now has a heart condition from all the stress and sickness,I am the only caregiver and need help with this problem. could not use infusion equipment tried to send it back the same day it arrived
Business response
12/22/2022
Billing Leadership attempted several times to reach **************** on the phone number provided and could not successfully leave a voicemail.
Conclusion for billing: Admissions team spoke with spouse (7/27/22) at start of care and there was agreement to costs and services. A delivery was made in good faith and billed appropriately. Patient is being billed less than the estimated quote on the financial agreement arrangement due to balance prorated.
Customer response
12/22/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******
Initial Complaint
11/29/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been dealing with coram CVS home infusions since 2008 providing my child with enteral feeding supplies, to infusion supplies, and the staff right down to management for that past 6mth-1yr have done nothing to correct the mistakes of not sending the supplies needing to feed my child who is on a feeding tube, not sending any food thats a special type of food, we have called numerous times for emergency supplies staff and management say that I should receive the next day and no supplies come I take down names I call back again and same thing over and over again. My child is medically compromised and can not just eat anything or eat by mouth she also receives home infusions weekly for immune therapy that cannot be missed. The lack of communication and competency of coram cvs has been terrible and is affecting my childs medical welfare and maybe many others who go through this company out there. Coram cvs should be accountable for their actions.
Business response
12/01/2022
An Enteral supervisor reached out to ***** and cleared up all concerns and questions.
Patient has now been added to a monthly call to review all supplies.
***** was delighted and expressed satisfaction with the end results.
Customer response
12/01/2022
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*****************************
Initial Complaint
11/07/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Last week, I had concerns missing delivery with my Twins **** Farms for their oral supplementation. I called Coram several times and they explained to me that they couldn't release the packages because it was up to the insurance. Finally, after going back and forth with *** and Coram, I was able to get the delivery to my house by *** and also another delivery was sent to my husbands job by the suggestion of Coram and my request. However, when we opened the boxes, we noticed that out of all the boxes that we received, we received 4, 24-packs of 8oz bottles of Glucerna. My Twins are not diabetic and are not on Glucerna. I called Coram for the first time and had the wrong extension. I called Coram again and had a very nice woman transfer me to another woman who was to take my call. I wasnt home at the time, but the woman on the call asked me to count all the boxes that I had received. However, not being home, I could not do that. This woman told me to call back. I next called the number again, and spoke to *******. I told ******* that I didnt know if the Glucerna order was part of my one twins order since they both get **** Farms. Unfortunately, I had thrown out the shipping boxes, so I didnt know what the name said on the box. ******* refused to go into my sons account and stated that we were only on my daughter. I asked her if she could check my sons account and she denied me that right. ******* then told me she would have to arrange a pickup with ********, but when I asked her where would *********** since I have to work all day and will not be home, and can I ********** it outside, ******* could not provide me with an answer. She then proceeded to tell me the address that the Glucerna should be picked up from. The address she was telling me was my home address. In my previous calls with Coram, I had specifically asked for the **** Farms to be shipped to my husbands job since I work in a university, and it will get lost.
Business response
11/14/2022
******** shipped the incorrect product out. The correct product as been reshipped. ****************** was not billed for Glucerna.
Customer response
11/14/2022
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***********************
Initial Complaint
10/18/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Where to even begin. I have a diagnosis which involves me taking medication multiple times a day to stay alive. Without this medication I die or end up in a hospital. I have used Coram for many years and there seems to be a multitude of issues but it is who my insurance covers and because of my condition cannot take the risk of making changes and ended up without medication. First a foremost, Coram provided my nursing care again they couldnt fulfill this commitment after a couple years and dropped the ball. They offered to transfer my care elsewhere but again my insurance preferred them however since they couldnt fulfill due to no nurse we had no choice and now have had major issues with getting nursing visits covered at the new company which Coram told me would be no issues. Now this week I got a call regarding my shipment at 245 pm on a Tuesday afternoon to advise they will no longer be couriering my meds. We have been couriering for years as again this med is life or death and we had nonstop issues with *** and getting the meds when needed and storage during extreme temps. ****** with corporate was less than compassionate and truly should get a new career. She states it is effective immediately and they will be shipping *** this week, a day and a half before hand and she considers that proper notice for somebody who literally needs these medications to stay alive. I advised her that this week the meds should be careered to allow for appropriate arrangements to be made in the future to make sure that *** can get my meds here on time and with no issues she refused I asked to talk to her supervisor and she didnt transfer advised she would pass my number on by meds would be *** shipped. What a horrible company and a horrible position to put a patient who relies on them to deliver the medicines that keep me alive day today. My condition is triggered by stress and the stress of this phone call is not acceptable for my health or wellness. Notice should be given.
Business response
10/20/2022
As part of our standard operations Coram ships thousands of packages through *** to patients' homes each day without issue. However, ********************* has consistently complained about her deliveries being delivered by *** even though there is no proof of her having any actual issues. Due to ************************* previous behaviors with another Coram pharmacy her care was transferred our *****, ** Coram location in which couriering is cost prohibitive. While under they care of our New Berlin location ********************* was verbally abusive and threatening. Unfortunately that behavior has continued with our ***** pharmacy and any attempts to have rational conversation with ********************* have ended abruptly due to her unwillingness to have a conversation that was professional.
Customer response
10/20/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

I reject this response from this business. Never once have I been verbally abusive. My care was switched to another branch after speaking with corporate after being insulted by a member of the staff at another location and which they accuse me of faking a disability which is highly unethical and unprofessional of any pharmaceutical company employee to make such accusations of a patient. This was well documented. Again I have never been verbally abusive with anyone and advocating for drugs to be delivered on time and supplies to be delivered accurately, or nursing staff to be available by a company is not being verbally abusive. And to make such accusations is wildly again on ethical and I would recommend this company provide proof for such accusations I shouldnt calls be monitored and recorded? I did abruptly in the phone call after requesting a supervisor call back multiple times during the conversation and going around in circles With ****** who is being very rude regarding the situation. There is a difference between being demanding or expecting adequate customer service and fighting for your rights as a patient and being verbally abusive. I never once called names or rose my voice. I did let ****** know that I thought she was on compassionate and rude and wanted to speak with her supervisor as again I didnt feel the level of care being provided was appropriate. This response from this business is slander. and I have yet to receive a phone call back from a supervisor. As far as no proof of supplies there should be documented proof as I called your company each and every time those supplies did not show up on time via *** and spoke with your pharmacist ****** on call multiple times regarding the issue Does Coram not record patient calls or document when patients call N regarding issues? This whole message should give the Better Business Bureau as well as the general public an idea of what I have been dealing with with Coram and the professionalism I have been getting from them which is none.

Regards,
********
Initial Complaint
09/06/2022
Complaint Type:
Billing Issues
Status:
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.
Services from April 2022? until August 28, 2022. I keep getting a bill from Coram CVS for ******. I noticed that I was charged twice for a visit 8. I called and the rep said my payment hadn't gone through yet and it would be corrected. The rep also sent me a list of the services my husband received which I find totally confusing and it still doesn't say what I owe. On the 29th of July I sent a check for 287. 87 and $532,64, I am seeing i am being charged for the same visits over and over again. I called to see what I actually owed but they couldn't tell **** would like to know what I actually owe and for Coram to stop sending me bills for ******.Thank -you *******************************
Business response
09/08/2022
The patient paid via check which posted to their account on 8/31/22. The patients duplicate bill was sent out on 8/28/22 before their payment posted which is why the same claims were billed to them again.
Customer response
09/08/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[This is a lame answer. This is the second time I was told this. So I am going to keep getting a bill for $532.64.? I wanted to know how much is left on the account. This answer does not address this.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
********

Business response
09/12/2022
Current balance on account is $259.61
Customer response
09/12/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I was told there were dupilcate charges for visits because my check didn't clear yet. But yet I am still being charged the same amount. I sent one check for $273.06 and still got a bill after that for ******. Now they say Now they say I owe ******. $273.06 and ****** is $******. Sorry but no. Also I appreciate the phone message that was left by ******* saying to call her back at ************ which I did and was asked for a mail box number. This company needs to *********** reps as well as accountants. this is unacceptable.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Patricia532
Initial Complaint
08/30/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello. This company is a DME for my child. I informed this business that I needed supplies ASAP! Didn't get it. What I got instead was Connectors. My child needs her supplies ASAP.
Business response
09/08/2022
Coram delivered the incorrect product to patient so a delivery was made on 8/31/22 of the correct item. Coram dietician completed discharge paperwork and documentation was provided to the new vendor immediately per father's request.
Customer response
09/08/2022
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

I have received most of the supplies. We will be working with the new DME company to ensure correct supplies are delivered. The new DME has been the secondary DME for more than 6-months without issues.

Regards,

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

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