Complaints

This profile includes complaints for Home Care Delivered, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home Care Delivered, Inc.

  11013 W Broad St Fourth Floor Glen Allen, VA 23060-6017

  
• 

  Home Care Delivered, Inc.

  651 Holiday Dr Ste 300 Pittsburgh, PA 15220-2740

• 

  Home Care Delivered

  600 Republic Centre, 633 Chestnut Street Chattanooga, TN 37450

• 

  Home Care Delivered

  15851 Dallas Pkwy Ste 600 Addison, TX 75001-6030

• 

  Home Care Delivered

  600 Republic Centre, 633 Chestnut Street Chattanooga, TN 37450

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:02/11/2025

  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.

  Since January 2, 2025, we have been unable to get medical supplies, through Home Care Delivered (HCD), the ******** approved provider. They consistently tell us they haven't received the prescription order from the doctor, however, the doctor's staff consistently tell us they have faxed the order over. In researching HCD, the reviews, especially from the last few months, are dealing with similar issues. Please help, we need these supplies.

  

  Business Response

  Date: 02/12/2025

  February 12, 2025
                                                                                                                                                    CONFIDENTIAL
  **** ******
  ****************************************************************
  
                 Re:         BBB Case # ******** - Home Care Delivered, Inc.
                                ***** ******
  
  
  Dear **** ******:
  
  On February 11, 2025,Home Care Delivered, Inc. (HCD) received written notification from the Better Business Bureau regarding a concern you expressed regarding receiving your medical supplies.
  
  We take great pride in ensuring our customers receive the best quality of service. On behalf of ***, we apologize for the issues you experienced and thank you for letting us know about your experience.
  
  We are sorry that you have been unable to get medical supplies through HCD.  You shared that the issue appears to be related to HCD receiving all of the necessary documents from your doctors office.  We understand that the doctors office is stating that they have returned paperwork to us, but our records department does not show that all of the necessary paperwork has been received by us,despite multiple attempts by us over the past several weeks.  We continue to seek to obtain all of the necessary paperwork from the doctors office.
  
  We would like to reiterate our sincerest apologies for any inconvenience this may have caused.We take great pride in ensuring our customers receive the best quality of service.
  
  Sincerely,
  
  Home Care Delivered ***************************

• Initial Complaint

  Date:10/28/2024

  Type:Customer Service 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.

  I sit here waiting for delivery of my dexcom G7 sensors from Home Care Delivered. Ten days prior to delivery I confirmed reorder. Then again they change date for delivery and I am left with no sensor for 2-3 days disrupting my care. I am so tired of making phone calls and being giving excuses.Prior to approximately six months ago I always received sensors 1 to 2 days before last sensor expired. So what happened? Their service has just dropped off. My insurance company says they have a good rating. I would have believed this six months ago but not now. It is just exasperating to this senior citizen. Can someone find out their problem and return to service i was receiving.

  

  Business Response

  Date: 10/29/2024

  October 29, 2024
  
  ******* ******
  *****************************************************************************
  
  
  RE:     Home Care Delivered, Inc. Order Number 7339731
  
  Dear Ms. ***************** October 28, 2024, Home Care Delivered, Inc. (HCD) received notification from the Better Business Bureau on your behalf regarding a delay in shipment of your supplies.
  
  We take great pride in ensuring our customers receive the best quality of service. On behalf of ***, we apologize for the issues you experienced and thank you for letting us know about your experience.
  
  Our customer service and insurance verification teams immediately reviewed your order and confirmed it was scheduled for shipment on October *******. The delay in shipment was a result of the manual insurance verification process that is required due to a technical error with the insurance verification vendor. To address your concern, we identified a process to confirm your order ships timely next month.
  
  At HCD, our commitment is to provide a high level of service to our customers, including excellence in the delivery of quality medical supplies. We thank you for being our customer and look forward to providing your future orders. 
  
  Sincerely,
  
  Home Care Delivered *********************
  
  Home Care Delivered ********************* 
  
  

  Customer Answer

  Date: 11/02/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.].     

  When deliveries started being late, I checked my account and would see delivery date change two to three times from date posted.  This date was posted when I would confirm reorder which was requested by HCD ten days prior.  When I called HCD I was always told they needed to verify my insurance even though they had my reorder confirmation ten days prior to delivery date.  All I want is prompt delivery of my Dexcom G7 sensors so there is continued data for my doctor.  What happened for this disruption in my deliveries when prior to past six months I always had new sensors one to two days before last sensor expired
  
  Regards,
  
  ******* ******
  
  
  
  

  
  

  

  Business Response

  Date: 11/04/2024

  Ms. ******,

  We would like to extend our apology for the issues you experienced and thank you for letting us know about your experience.
  
  We reiterate that the delay in shipment was a result of the manual insurance verification process that is required due to a technical error with the insurance verification vendor. To address your concern, we identified a process to confirm your order ships timely next month and we do not anticipate that you will timely receive your next shipment.
  
  At HCD, our commitment is to provide a high level of service to our customers, including excellence in the delivery of quality medical supplies. We thank you for being our customer and look forward to providing your future orders.  

  Thanks,

  Compliance Department

  Home Care Delivered, Inc.

  Customer Answer

  Date: 11/05/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******* ******
  
  
  
  

• Initial Complaint

  Date:10/02/2024

  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.

  Because a customer approximately a year ago. At the beginning my Physician submitted appropriate forms of all diabetics supplies needed for my Type 1 diabetes. Each medical supply company job is to provide all supplies the physician has documented for each ********** supplies were coming with all necessary supplies ordered, then I noticed over the months I was being shorted two boxes of test strips which my physician authorized four boxes for a legitimate reason. I contacted Home Care Delivered to find out where are my two missing boxes of test strips, was put on hold to look into it, *** came back stating I was correct and I must have called them to stop the two other boxes to only get two. I indicated thats a croak of bull and why would I stop something Im in need of, *** was argumentative insinuating I stopped it. Stated they cant ship out the two boxes I would have to wait until my next order ship to get four boxes.If Ive been withheld two boxes over months then the four would go out next shipment? ***************** is paying for this bundle and apparently insurance has been paying for all my supplies including four boxes of test strips? Where are these two boxes going thats accumulated over months me getting only two ******** keep the ***eats this issue is currently still happening, if I do not call them I consistently receive two boxes instead of four, the company will send the four for the next 1-2 shipments just to began getting two again.If and anytime any *** states someone will call you on any matter, please do believe it. When my 09/19/24 was shorted again next day I was on the phone, of Im told yes I do see your authorized to get four boxes and someone will call you back.10/01/24 came and no calls, I reached out again just to be grilled and questioned by this *** name *****..she had the audacity to ask a patient why do I need so many test strips if Im on a insulin pump?? I asked was she a physician and its between my physician and myself

  

  Business Response

  Date: 10/10/2024

  Dear Ms. Coker,
  
  On October 3, 2024, Home Care Delivered, Inc. (“HCD”) received written notification from the Better Business Bureau of your complaint regarding the quantity of supplies you requested from HCD.
  
  We take great pride in ensuring our customers receive the best quality of service. On behalf of HCD, we apologize for the issues you experienced and thank you for letting us know about your experience.
  
  We reviewed the detailed information outlined in your complaint and our system. We found that the medical documentation provided by your physician does not support the quantity of supplies you are requesting. The physician’s order signed by your doctor outlines that your testing frequency is 4 times per day over a 30-day period totaling 120 test strips. There are 50 test strips in a box which would permit HCD to send you 3 boxes.
  
  As it relates to the question from our staff regarding the need for the additional supplies, our staff routinely ask these types of questions to better understand your healthcare needs. In addition, this helps us to advocate on your behalf when reaching out to your doctor or your health plan as necessary. Again, on behalf of HCD we apologize for the inconvenience this may have caused you, but without this information we are unable to request approval for additional supplies from your doctor.
  
  At HCD, our commitment is to provide a high level of service to our customers, including excellence in the delivery of quality medical supplies.  We would welcome the opportunity to be your supplier if your needs change. 
  
  Sincerely,
  
  Home Care Delivered Compliance Department 

  Customer Answer

  Date: 10/11/2024

  If I’m ordered to receive even the three boxes as Home Care Delivered specified then why am I contacting to receive two boxes instead of three? Either case your not submitting what my Physician ordered for me. I’ve communicated with your staff many times indicating there are four boxes my physician documented, now your stating three. Either way I’ve been receiving two a long time until I call to find out why I stopped. Yes I do start getting what’s ordered a couple months just to start getting two. You can’t just stop and change anything on your own because it doesn’t make scene to you, what takes place between my medical condition and physician is not your concern and confidential. Your no insurance company, your a supplier 

  Terease

  
  
  
  
  

  

  Business Response

  Date: 10/11/2024

  Ms. Coker, 

  On behalf of HCD we apologize for the inconvenience this may have caused you regarding the quantity of supplies in your previous shipments. The physician’s order signed by your doctor outlines that your testing frequency is 4 times per day over a 30-day period totaling 120 test strips. There are 50 test strips in a box which would permit HCD to send you 3 boxes which is what you will receive in your next shipment because HCD does not have documentation from your doctor ordering 4 boxes of test stripes. 

  We would like to reiterate that our staff routinely ask questions to better understand your healthcare needs. This helps us to advocate on your behalf when reaching out to your doctor or your health plan for authorization approvals that are sometimes necessary. 

  At HCD, our commitment is to provide a high level of service to our customers, including excellence in the delivery of quality medical supplies. We would welcome the opportunity to continue as your supplier, but we are required to provide supplies in accordance with your physician's order.

  Sincerely,
  
  Home Care Delivered Compliance Department
  
  Home Care Delivered Compliance Department 

  Customer Answer

  Date: 10/15/2024

  Thanks for your prompt responses to this matter, if I’m mistaken the four boxes except my apologies, I’ve always known it was always more then two boxes, even so you’re fully aware of the three boxes to be ship and yet I’ve been dispensed two for a long time. How is it each time I call the matter does get verified and I began receiving what I’m supposed to just to take it among themselves and stop after a couple months. One rep tried telling me I must have called to stop it…really? Moving forward I can except the three boxes I’m entitled to, I to advocate for myself as well, reason I’m here, didn’t have to go this route if your staff would at least reach out to patients as they state they would, not once has anyone telephoned me back for any other reasons as well, I shall clear this all up at my next doctor appointment for myself. Like I stated if I was mistaken with four boxes my apologies again, three boxes it is unless something changes on my physicians end and not HCD.
  
  Thank You.
  
  Be Blessed
  

• Initial Complaint

  Date:07/12/2024

  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.

  Since new CEO took over there is no morale, no accountability, no compasion of upper management for the well being of their employees. They want to micromanage. They want to talk and not listen. They just care about the money and that's it. They want to undermine their employees and takes everything it can ro come to work everyday

  

  Business Response

  Date: 07/25/2024

  We acknowledge receipt of the complaint and we have taken actions to respond to the complainant directly and find a resolution.

  Customer Answer

  Date: 07/25/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************
  
  
  
  

• Initial Complaint

  Date:07/07/2023

  Type:Product 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.

  We receive a monthly order of bed pads and diapers from this company and have been for years. Bed pads have been inadequate for months but thought supplier might be trying new suppliers. Pads were really bad the month of May. Plastic and cotton falling apart even before use. Contacted HCD May 17th and spoke with CS who apologized and said replacements pads would be coming to us. Two weeks went by and no new pads. Contacted CS again to be told a order was on the way. An order arrived but was the regular June order. Contacted HCD to be told now I was out of the 30 days and would not receive replacement pads. After a threat of contacting the BBB and ******** I was told the replacement **** would receive authorization to release pads. Was contacted by HCD two weeks ago about a July order and paperwork for confirmation of June order. Explained I still had not received the pads and she was to let that department know. To date they have still have not sent replacement pads.

  

  Business Response

  Date: 07/28/2023

  Please see attached response

  

  Business Response

  Date: 07/28/2023

  Please see attached response 

  Customer Answer

  Date: 08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  Date:12/26/2022

  Type:Product 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.

  This company is selling a defective medical device. After waiting over 5 weeks to receive a Dexcom 6 CGM it finally arrived. The first sensor lasted 8 days not the advertised 10. I called HCD to complain and was told I would have to call the manufacturer. I didnt buy the product from the manufacturer, I purchased it from HCD. I had already called the manufacturer and encountered a person that did not speak understandable English and was no help. And wanted my account information. I dont have an account with the manufacturer, I have an account with HCD. If I have a problem with a product I contact the store that sold it, not the manufacturer.

  

  Business Response

  Date: 12/27/2022

  Thank you for alerting us to ********************** complaint.  Please let ****************** know that we take his complaint very seriously and are in the process of researching all of the issues described.  We are sorry that ****************** experienced anything other than excellent customer service from **********************. We will follow up with a formal response at the completion of our research

  

  Business Response

  Date: 12/29/2022

  Regarding Case Number 18640213

   

  On December 27, 2022, we received written notification from the Better Business Bureau of a complaint that you had filed regarding medical supplies.

   

  Thank you for allowing us the opportunity to formally address your concerns.  It is our commitment at Home Care Delivered, Inc. (Home Care Delivered) to provide the very best products and service to all our customers.  We sincerely apologize that your experience fell short of your expectations.

   

  We take customer complaints seriously and have conducted a step-by-step review of your order.  Our goal is to resolve gaps in customer service.

   

  On December 27, 2022, we received your complaint regarding your CGM equipment and immediately reached out to you to address your concerns.   A member of our **************** Specialist team reviewed your information and immediately contacted you to understand your concerns and take the necessary steps to resolve them.  We appreciate your candor in expressing your frustration.  To ensure you have enough supplies, we overnighted an additional sensor to you, and we have confirmed delivery on December 28, 2022, at 12:11pm.  

   

  We take great pride in ensuring our customers receive the best quality of service. On behalf of HCD, I apologize for the issue you experienced and thank you for letting us know. If you experience any issues with your supplies again, please do not hesitate to reach out to us immediately.

   

  At Home Care Delivered, our commitment is to provide a high level of service excellence in the delivery of quality medical supplies.  We appreciate the opportunity to be your supplier.  Please feel free to contact me if you have any additional questions or concerns.

   

   

  Sincerely,

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

  Director of ****** Services - Quality

  Customer Answer

  Date: 12/29/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************