Business Profile

Medical Equipment

Lincare Inc.

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Complaints

This profile includes complaints for Lincare Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,102 total complaints in the last 3 years.
292 complaints closed in the last 12 months.

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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:08/16/2022
Type:Sales and Advertising 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 name is **** ******** and I am filing this complaint against Lincare on behalf of my spouse **** ******** (2/29/44). Our insurance in 2010 was Medicare w/UHC supplement it changed 10/2021 to UHC Group Medicare Advantage PPO. 2010 **** had a sleep test wherein she qualified for a c-pap machine along with a concentrator. Lincare delivered the c-pap & concentrator on 8/17/2010. The last service Lincare performed on the concentrator was on 6/29/2017. Sometime after that date **** called for service and filter replacement. She was advised due to the age of the machine it was now patient owned and future service and filters were our responsibility. In 7/2022, we received a bill for our co-pay for the concentrator from Lincare for Oct & Nov of 2021 and ***, Feb, Mar & Apr of 2022. After several phone calls to UHC and Lincare's billing dept. (******), ****** advised that there is a different serial number from the original indicating a new concentrator. Billing needs service to correct error. On 8/11/22 I was finally able to contact Lincare's service (Christina) who told me that previously Medicare only allowed billing for 5? years and had there been ****'s signature on file she would have been grandfathered in with no billing; we never received any mailing needing her signature. Christina advised under their present contract with UHC the concentrator is now considered a rental unit and they could bill from now on. Christina told me info on new concentrator was in error but they would not notify their billing. Advised ****** that service would not send her info the concentrator was in error and she twice sent the info to her supervisor to call me as late as 8/11 with no call back. We have several pages of documentation regarding our dealings with Lincare. Hours on concentrator when delivered 4; current hours on concentrator on 8/16/2022 is XXXXX.
Business Response
Date: 09/01/2022
Business Response /* (1000, 6, 2022/08/23) */
We have resolved the concern for this case and mailed a letter to the patient. Should you obtain the HIPAA release, I will be happy to forward it to you.

Consumer Response /* (2000, 8, 2022/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
By their letter dated 8/23/2022, they have agreed with our position that the concentrator is patient owned and they should not be billing us. Therefore; they will not be billing us for the concentrator in the future.
Initial Complaint
Date:08/16/2022
Type:Product 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.
CPAP billing issue. Paid $250 so far for a CPAP that did not work and was returned to local office. Been seeking refund for last 6 months. **************** is horrible. Local office won't do anything. Refers me to ************ number ******************* On hold forever. Waited for an hour on hold twice. Had to give up first time. Second time got someone that started to look into it. They put me on hold and then disconnected. No call back. They have my phone number. I can't keep wasting time calling them.
Customer Answer
Date: 08/19/2022
***Document Attached***
SIgned HIPPAA
See Attachment/File: ****** HIPPAA.pdf
Customer Answer
Date: 08/29/2022
***Document Attached***
Letter from Lincare and response letter from *********************** back to Lincare.

Your local *******, ** office (cc'd) instructed me to hold onto the equipment issued until the
correct new unit would be in stock and available. They said "it would be easier paper-work wise
if I just did an exchange at that time". I followed their advice, trusting the new unit would
become available within the promised 2-week timeframe. A month later I still had no new
device as promised, and I returned the equipment. If you check the returned equipment (hours
used) it will clearly show I did not use it.
From February until now (6 months later) your local and corporate offices have not been on the
same page with communication, and I'm the one paying for your lack of customer service. I
finally called a competitor provider and received a new CPAP in less than one month with no
issues.
In all fairness, I am requesting Lincare refund me the remaining balance of $126.99 and cancel
any and all insurance requests/dealings with my healthcare provider (Aetna), as no product or
service was rendered.
See Attachment/File: Lincare Letter *******.pdf
Business Response
Date: 09/08/2022
The ***** received was not legible for the last name. We are unable to provide the response letter to the BBB without a legible disclosure. **************** was responded to via letter and the case has been resolved.
Customer Answer
Date: 09/14/2022

Complaint: 17895674

I am rejecting this response because no services were rendered. No product was ever received. Please read my full letter and respond to the issue of communication issues between your local office in *******, ** versus your corporate office. They clearly are not in communication and no one is owning this. Why couldn't you refund the deductible if no product or service was received by consumer? The insurance claim should be reversed and Aetna, my insurance provider, has been made aware of this as well. Kindly refund the balance.

Sincerely,

***********************
Initial Complaint
Date:08/15/2022
Type:Product 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 returned all equipment to Lincare on 10/31/2021 and they continued to bill my credit card $144.65 per month for the "equipment rental" from November, 2021 through February, 2022, for a total of $578.60 after I had returned the equipment.At that point, I contacted my credit card company and advised them to reject all auto-payments from Lincare from that point forward.I have called the local office and corporate offices, multiple times, with no resolution. A voicemail was also left with Lincare's **************** and was not returned.I am continuing to get monthly invoices from Lincare and they have threatened to send my account to a collection agency.
Business Response
Date: 08/25/2022
We have resolved the concern for this case and mailed a letter to the patient. Should you obtain the ***** release, I will be happy to forward it to you.
Customer Answer
Date: 08/31/2022
Please see attached signed HIPAA form received from consumer
See Attachment/File: Signed HIPAA form received from consumer.pdf
Business Response
Date: 09/08/2022
There is nothing new listed for this case that was not provided prior to the change in the BBB system. We have already responded to the consumer.
Initial Complaint
Date:08/12/2022
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.
This machine is supposed to be compatible with most cpap machines. I have a very common type of machine and this is not compatible with my machine. There was nothing about this incompatibility on line and there is no info about return policy. I have e mailed them multiple times about returning it and there has been no reply.
Business Response
Date: 08/25/2022
Business Response /* (1000, 6, 2022/08/23) */
*See attached*
As a Patient Advocate at Lincare, my goal is to ensure that our patients are satisfied with the products and services we provide. I appreciate having the opportunity to review this matter on your behalf.

In response to the grievance received, I have reviewed your account with the eCommerce Management. It was advised that they have reached out to you to get further information and assist you with your concern. Please return their call.

Again, thank you for taking the time to share your concerns with Lincare. We appreciate hearing about your experience. Your communication is appreciated and very valuable because it helps us improve the services and care we provide.

Consumer Response /* (2000, 8, 2022/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After the business was contacted by Better Business Bureau they contacted me and arranged for me to return the item for a refund.
Initial Complaint
Date:08/11/2022
Type:Sales and Advertising 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'm being billed for equipment that I have already returned and they have records of it because they exchanged that information with me. I am receiving threatening letters telling me I will be sent to collections and am being billed late charges.
Business Response
Date: 08/31/2022
Business Response /* (1000, 9, 2022/08/25) */
We have resolved the concern for this case and sent a letter to the patient. Should you obtain the HIPAA release, I will be happy to forward it to you.
Initial Complaint
Date:08/10/2022
Type:Sales and Advertising 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.
Good morning. I received a past-due billing notice saying I owe $295.92. The auto pay line says I owe $558. The total amount due is unknown and does not line up with itemized charges. I am unable to reach anyone in billing for assistance. I either experience long hold times and nobody ever picks up or I am transferred and start back in the original phone tree. I want to remove myself from the payment plan and receive a final bill with the correct amount but I am unable to receive assistance. I returned my CPAP machine on 7/19/22 and I received incorrect supplies on the last shipment and I tried to get a return label and followed up and still no return label.
Customer Answer
Date: 08/13/2022
***Document Attached***

See Attachment/File: BBB.pdf
Business Response
Date: 08/19/2022
*See attached*
As a Patient Advocate at Lincare, my goal is to ensure that our patients are satisfied with the products and services we provide. I appreciate having the opportunity to review this matter on your behalf.

In response to the complaint that you have filed with the Better Business Bureau, I have communicated with the **** supply manager. It has been advised that on 7/28/2022, they sent a call tag, however, it does not reflect that it has been sent out as of yet in the system. Once the supplies are received back, we will be able to move forward and complete the appropriate adjustment.

I believe this action addresses your concerns, but if I can be of any further assistance, please let me know.

Again, thank you for taking the time to share your concerns with Lincare. We appreciate hearing about your experience. Your communication is appreciated and very valuable because it helps us improve the services and care we provide.
Customer Answer
Date: 08/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. The response does not address my concerns. I would like a total for my final bill, ensuring it went through my insurance, I would like to be removed from the payment plan, and I would like a return label for the incorrect supplies I received.
Business Response
Date: 08/29/2022
*See attached*
As a Patient Advocate at Lincare, my goal is to ensure that our patients are satisfied with the products and services we provide. I appreciate having the opportunity to review this matter on your behalf.

The return label was created 7/28/2022. If you have not received this electronic label to *********************** please reach out to the **** supply center at ************ to have it reissued. Until the supplies are noted as returned and credited by *****************, I am unable to provide an updated balance. I have requested the *********************** check on the payment plan you mentioned and requested your removal.

Again, thank you for taking the time to share your concerns with Lincare. We appreciate hearing about your experience. Your communication is appreciated and very valuable because it helps us improve the services and care we provide.
Initial Complaint
Date:08/09/2022
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 doctor's office had sent an order for a CPAP back in April and here is is August and still no CPAP. I have called multiple times back and forth between the doctor's office and the Kissimmee Lincare. The staff at the Kissimmee Lincare location who answer the phone are all unable to help me. They keep saying my name is in the system, but the person who handles CPAP isn't in or she left for the day and will be back tomorrow. They don't know the status. They take my number and then no one ever calls back, I have been waiting 4 months and have severe sleep apnea and can't even get someone to give me an approximate date, I can't even speak with a person who is in charge, they all say I have to wait for a call back. The staff at my doctor's office reported to me this has been a major issue and they even contacted the vendor/sales person to complain. I have severe sleep apnea and having to wait 4 months, am nowhere closer to when the equipment will be delivered and my health has deteriorating as a result of not having this equipment. Someone from corporate needs to get involved in that location and address the poor communication and lack of service issues there. When dealing with necessary health equipment, a company should know the status of an order and a customer should not have to wait on one person in an office who may or may not come back to work and never follow up.
Business Response
Date: 08/17/2022
Consumer Response /* (2000, 7, 2022/08/13) */
Since filing, I made additional phone complaints to my provider and Lincare and they ended up providing me with a CPAP machine on 8/11/22. I did have to go in to pick it up at Lincare because I was told they were short staffed and unable to deliver but once there the customer service was ok. The office does need to work on their organization and communication, it shouldn't have taken over 4 months and need to escalate to this level to get resolved.
Initial Complaint
Date:08/09/2022
Type:Sales and Advertising 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 had an oxygen machine with Lincare. I had two medical insurance providers, one paid 80% and the other paid the additional 20%. I did not have a copay. When I turned the machine back in, I got a bill for $4331.60. I contacted Lincare several times and the ladies I talked to said that there were several pending insurance claims that Lincare had not filed yet. Its been almost a year and they still have not fixed it and I am getting letters now saying they are turning it over to collection. How through their negligence can they legally turn this over to collections. Should I obtain legal counsel to solve the issue.
Business Response
Date: 08/31/2022
Business Response /* (1000, 9, 2022/08/25) */
We have resolved this concern and mailed a letter to the patient. Should you obtain the HIPAA release, I will be happy to forward it to you.
Initial Complaint
Date:08/08/2022
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.
Order was made on July ,25 they emailed me a confirmation on the order #********** and billed my American Express ******* 2 day air shipping when it hadn't arrived after 5 days I contacted them they said there was a problem with there system and asked me to send prof of my charges I was busy and not able to contact them until today waiting on the phone 35 mins for them to tell me that now shipping # was no longer good I asked to speak to a supervisor they told me that was not possible so now I have contacted AmericanExpress to dispute the charges
Business Response
Date: 08/23/2022
We have resolved the concern for this case and mailed a letter to the patient. Should you obtain the ***** release, I will be happy to forward it to you.
Initial Complaint
Date:08/08/2022
Type:Sales and Advertising 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.
June 2022
I had a sleep study done and needed a CPAP Machine. My Dr sent it to Lincare, Inc in Christiansburg VA.
It took 6 months to get the machine. I received it in June 2022 - Since June, the pressure has been wrong, and I have had numerous problems with the CPAP.
Lincare has lost my sleep study, sent in an order for wrong supplies, and has not billed my insurance properly. Today (8/8/22) I received a charge on my VISA card for $683.86. I have not authorized them to charge this card for anything except a $40.00 co-pay for the visit. The representative that assisted me told me that I would be billed for the co-pay of $40.00.
I have made numerous calls to the local office, billing department, and even the corporate office in Clearwater FL. Nobody will return my calls. I have called and been on hold over an hour before it disconnects.
I need resolution.
I called my Insurance company, and they said that they are still waiting on proper paperwork for the claim: purchase price, sleep study that they have not received. The also stated I should only be billed $320.48 (my responsibility) .
I need this entire amount credited back to my card as it has caused me a financial hardship.
I will return my machine and go elsewhere. I do NOT WANT LINCARE as my CPAP provider.
Business Response
Date: 08/30/2022
Business Response /* (1000, 7, 2022/08/17) */
Please see the attached HIPAA request. The one you have attached to the case labels "self" and not the BBB, therefore, we are unable to release information until a proper HIPAA disclosure is received. The resolution has been sent to the patient directly.

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Lincare Inc. is NOT a BBB Accredited Business.