Complaints

This profile includes complaints for VGM Homelink's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  VGM Homelink

  PO Box 78492 Milwaukee, WI 53278-8492

• 

  VGM Homelink

  PO Box 142 La Crosse, WI 54602-0142

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:12/14/2024

  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.

  Homelink and ********* billed *************** which is my health insurance company for diabetic shoes and inserts which I never received. I called them on several occasions in June, July and August, 2024 and explained to them I never received them. Their representative on 3 occasions got the shipping department on a conference call with me and verified that Homelink and ********* never shipped me any diabetic shoes or any inserts. I have tried to no avail to get them to reverse the claim to no avail. Their phone number is ************. My *********************** phone number is ************

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to review and resolve this issue. HOMELINK has been in contact with the customer to ensure they are informed about our quality review and findings following their complaint. We identified that a miscommunication between us and the patient led to HOMELINK billing for services not provided by our medical service provider. The patient purchased the requested items out of pocket from an alternate provider and that HOMELINK's in-network provider was not utilized. 
  
  HOMELINK has submitted a voided claim to the patients insurance, which will remove the claim from their account. Additionally, we are having conversations and coaching sessions with the representatives involved in this patient's referral to address the challenges the patient faced while attempting to resolve this issue directly with HOMELINK.
  Thank you for allowing us the opportunity to review and resolve this matter while improving our service for current and future customers.
  

  -Manager of Quality

  
  

  Customer Answer

  Date: 12/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:07/03/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Received a debt collector notice for an invoice that I have either previously paid or never received. The date of service claims to be in 2019. This feels like a scam. I am not familiar with the vendor, the amount, nor any sort of attempts at previous collections.

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Home link is charging me every month for my cpap witch I have owned for over a year and a half and they said after 1 year it be paid off so I call them and they said Im getting charged for cpap supplies still I ordered them like 4 months ago and keep getting bills for the supplies there saying. *** got in contact with them and they say they dont know just give me the run around or that its for my cpap supplies nothing ever in depth. So I called them again and they said once I pay off my balance I had built up of over 500 every thing would be paid off witch is the cpap supplys included. I paid it off and a month later got another bill. I feel like the billing will never end ** getting the run around and charged for things that should be paid off. Would hope to get refund if ** getting over charged and want this billing to end that makes no sense. I have talked to like 10 different people and always get same answer that its for cpap supplies that should be well paid off. I think there thinking I order my supplies regularly I order a bundle of supplies 1 time only and should not be getting all these bills.

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Just got a collect bill I know nothing about

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  VGM Homelink put a collection on my credit report for $211.00. This dropped my score by 69 points.I have never used this company or any of their employees for ANY service. I should no invoices from this *** at all. I have tried to contact them numerous times, with no luck at all. I want this fictitious charge removed ASAP, and my credit report corrected.

• Initial Complaint

  Date:11/09/2022

  Type:Billing 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.

  date of transaction, 5/20/2022 received a letter stating that the patient balance is significantly overdue and will be turned over to collections.. The balance was supposedly $14.47. I never received a bill for that amount and subsequent bills never include a past due balance. My latest bill that is due 11/13/2022 shows a balance of $16.02 consistent with recent charges.I requested information concerning this and received the attached statement showing that the balance for that invoice is $0.00. I also requested a summary of charges versus payments for the past year, because I have had issues with this company in the past. (One person said I owed a balance another said I had overpaid and should be credited on future billing). The only item I could find on the yearly summary is an outstanding balance of $154.56 from 4/20/2022. I checked with my insurance and VGM Homelink never submitted a claim for that charge. The other balance shown is being processed by insurance.I have paid every bill I have received from VGM Homelink, but often with difficulty. Often they reject electronic payments from my bill pay service and the bill pay service ends up sending a check, so I have started paying directly to VGM Homelink on their website.I tried setting up an online account, but it doesn't work even though they say I can access it.This is the most frustrating company to deal with. I am amazed anyone would choose to have them do their billing.

  Business Response

  Date: 11/18/2022

  Hello,

  HOMELINK is actively investigating this issue internally and with our patient payment partner to see what the root cause of the issue may be. We are requesting additional time to provide more detailed information to ensure that we have all of the informaiton to provide. 

  Thank you,

  *****************************, Manager, Quality 

  Customer Answer

  Date: 11/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This was not a response. All they did was ask for more time.
  Regards,
  
  ***************

  Business Response

  Date: 11/22/2022

  The communication the patient had was most likely with our patient pay partner TSA and we have confirmed with them the balance due is $40.69. It appears there was an issue with the data that pulled into the itemized statement that was sent to the patient and there appears to potentially have been some communication that both likely caused confusion for the patient.There was a newer coordinator that was attempting to handle communication and misspoke.Our Management team has addressed this to ensure patients are transferred to the appropriate departments in effort to help them quickly and appropriately. I have been trying to attached the full account info. to this reponse but it continues to advise it is too large. I will email the patient directly with this information. 

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]This does not address my concerns. Why did I get the letter threatening collections for an amount I never received a corresponding bill. See attached. The balance their response refers to includes one sum that was already paid. See attached. And includes two balances I just received bills for and are due next month. They also didn't address the balance for April 20, 2022 that wasn't submitted to insurance  but just was and turned down because it was too late. According to my insurance they need to submit an appeal or are they going to eventually submit a bill to me for the entire amount.
  
  Regards,
  
  ***************

  Business Response

  Date: 11/28/2022

  HOMELINK's billing Manager has attempted to reach out to the patient directly to discuss, and an email was also sent in attempt to resolve the patients concerns. Please have the patient call ************ and speak with **** to go over the specifics. There is one bill that was an error on our patient payment partner (TSA) for $14.47, the patient is correct and not past due per our system accounts. Payment receipt for $1602 we received on 11/9,however our billing department is currently working on posting for 11/7 so this should be applied in the next few days. The services dates referenced for April we show that the referral has been billed and HOMELINK is awaiting payment from insurance. We are following up with them on this referral in effort to resolve these issues. For more information and a detailed explanation please call HOMELINKs Billing Manager, **** at ************. Thank you, ****** 

  Customer Answer

  Date: 11/30/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me assuming they follow through with what I have discussed with ********* 
  
  Regards,
  
  ***************
  

• Initial Complaint

  Date:06/29/2022

  Type:Order 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 received a debt validation letter from a collection agency stating they were collecting a debt I owed to VGM Homelink. Upon contacting the collection agency, they informed me that the charge was for an orthopedic brace from August 12, 2020. Speaking directly with a VGM Homelink representative on 6/29/2022, the representative detailed the amount and verified it was for an orthopedic brace on 8/12/2020. The issue/problem:On a personally recorded line (available upon request), the representative confirmed that VGM Homelink mailed the bills to the incorrect address. The representative stated, "we had a bad address," and confirmed that VGM Homelink received correspondence that it was "undeliverable"/mail returned. VGM Homelink then proceeded to send this to a debt collector. Initially, I was only aware of the collection after reviewing my credit report through a credit report service check that revealed the collection agency was attempting to collect a debt. My credit score is now negatively impacted by this collection account.Had I received any statement or notice, I would have promptly resolved the billing issue with VGM Homelink. However, I was not provided that opportunity because VGM Homelink did not do their due diligence to ensure I received proper notice to the correct address.I seek to have the debt/charge/**** canceled (Reference/Account Number: ********, a correction to my credit report to remove the collection, and procedures to ensure it does not reappear on my credit.

  Business Response

  Date: 06/30/2022

  Thank you for the opportunity to review this issue.  We have determined that even though ************** moved and the address we received was no longer valid, we were supplied her phone number with the initial invoice received and didn't update her file correctly.  I have contacted our collections partner, *********************, and pulled this file and adjusted off the patient responsibility.  We are contacting the credit agencies and having any derogatory information regarding this order removed.  I have emailed ************** to apologize for our short comings and the steps we are taking to resolve.  I appreciate the chance to correct our mistake.  

• Initial Complaint

  Date:05/17/2022

  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.

  Rented a breast pump from the hospital when I had a baby in August 2021 and returned it in December 2021. I am still being billed for it as of May 2022. I have called Homelink multiple times since then as well as my insurance provider ***************** to stop the billing. I was told multiple times by Homelink representatives that it was resolved on their end and I can ignore any bills that come. This was in March, but as of May, I'm still receiving newly dated bills for ***** and May. I called again last week and spoke to someone named ****** who was really helpful and stated she would bring this to the leads to review. My husband paid the **** dated December to January before I realized that we were being overbilled. We are looking for a reimbursement on this as well, but I keep being told, "Whatever you overpaid will be reimbursed to you", but months later, there's still no resolution.

  Business Response

  Date: 05/23/2022

  Thank you for bringing this to our attention.  *********************** contacted VGM Homelink on 16 March *********************************************** December 2021 and was still being billed.  VGM Homelink contacted the local provider that dispensed the pump and inquired as to why the patient was still being billed.  Our provider, Sleep Therapy LLC., stated they received the breast pump back from the hospital on 4 January 2022, and their representative accidentally entered as a new order instead of a return, so new invoices were sent after the return.  Sleep Therapy voided out all claims, but VGM Homelink never pulled this account from our collections department, so she was still receiving invoices in error.  We have pulled *************************** fill from our collections department so she will no longer be contacted by us regarding this issue, and have contacted her to apologize and to determine the date she returned the pump to the hospital to see if she would be responsible for the last months rental.  I apologize for our oversight on this account and we will be more vigilant in the future in completing all the steps to reconcile accounts.