Complaints

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

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Regional Home Care, Inc has 14 locations, listed below.

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  Regional Home Care, Inc

  125 Tolman Avenue Leominster, MA 01453

• 

  Regional Home Care, Inc

  235 Greenfield Rd STE A South Deerfield, MA 01373-9753

• 

  Regional Home Care, Inc.

  187 Plymouth Ave Bldg 8 Fall River, MA 02721

• 

  Regional Home Care, Inc.

  4 Vernon St Framingham, MA 01701

• 

  Regional Home Care, Inc.

  376 Boylston St Ste 202 Boston, MA 02116

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:08/01/2023

  Type:Delivery 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 ordered supplies a month ago, and they still have not been delivered. There is no way to contact the company outside of working hours (when I am unavailable). I need them to ship the supplies I ordered a month ago.

  Customer Answer

  Date: 08/16/2023

  They reached out to me,  and apologized,  and explained that this was caused by a glitch in their system.

  Business Response

  Date: 08/16/2023

  The consumer contacted BBB to advise that after filing the complaint the business reached out to resolve the issue.

  Customer Answer

  Date: 08/16/2023

   
  Better Business Bureau:
  
  They reached out to me,  and apologized,  and explained that this was caused by a glitch in their system. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/07/2023

  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.

  I was referred to Regional Home Care by my physician for my first CPAP machine. 1/12/2023 I had my first appointment for a mask fitting. At this appointment, they gave me my CPAP machine, a mask, and a travel bag. I asked them how much would the equipment cost and they told me that they could not tell me that information and the office would reach out. I never received any information from the office until I received my first rental bill for $29.77. I assumed that this would be the only cost since it was the only bill I ever received from them. On 1/30 I contacted Suzanne L to let her know that I was having trouble with my mask. On 2/1 she called to check in an told me she had not received my email. She ordered a new mask but it came in a size medium instead of small. She told me she would need to escalate the issue since the system would not allow her to change the size. Several emails were sent back and forth and many phone calls were made to rectify this issue. Email thread attached. 3/22 I received a call to schedule a new mask fitting for 3/25/23. My new mask is a size small and it fits and works wonderfully. However, 4/5/23 I received a $327.48 bill for the equipment given to me on 1/19/23 which included another monthly rental fee of $29.77. The machines can be bought for around $800 online and the company has now charged me $357.25 in rental and equipment fees. Insurance only allows a 60 day grace period before requiring compliance with the new CPAP machine which they track remotely. Regional Home Care cost me 54 days of not being able to use my machine during what was supposed to be my grace period Not to mention, I am a pregnant woman without a CPAP machine for that time. Regional Home Care has refused to refund me for the time period that I could not use my machine due to their negligence. My insurance company refuses to pay due to my non compliance caused by this company.

  Business Response

  Date: 04/07/2023

  Thank you for notifying Regional Home Care about ********* compliant. I spoke with ******* and went over insurance guidelines and finances. There seemed to be some confusion between what the insurance was providing and what the provider is billing. Patient understood and would like to keep the equipment. ******* will call back if there is further concerns. 

  Customer Answer

  Date: 04/07/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service 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.

  WHEN I CALL TO PLACE AN ORDER FOR A NEW CPAP MASK, I GET TREATED UNFAIRLY AND FROM SOMEONE WHO DOESN'T UNDERSTAND HOW REIMBURSEMENT FROM INSURANCE COMPANY PROVIDERS WORK. I JUST NEED FOR THEM TO PLACE MY ORDER AND NOT DEMAND A LETTER FROM A DOCTOR WHO WRITES SPECIFICALLY THE KIND OF MASK I NEED. ITS UP TO ME AS A CONSUMER TO TRY MASK AND PRODUCTS THAT WORK FOR ME. THE ONLY WAY TO DO IS BY TRYING NEW MASK.

  Business Response

  Date: 04/13/2023

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience or frustration that our mistake may have caused you. We have reviewed your case and can confirm that there was indeed an error on our part. We understand how important it is to receive accurate and timely service, and we regret that we fell short of meeting your expectations. As a responsible and customer-focused business, we take all feedback seriously and are committed to making things right. We attempted to contact you to discuss the matter and find a solution that would meet your needs. Unfortunately, we were unable to reach you at the time, but we would like to extend an invitation to speak with you at your earliest convenience. Our goal is to provide exceptional service and support to all of our patients, and we are truly sorry that we fell short in this instance. We value your business and hope to have the opportunity to demonstrate our commitment to your satisfaction.
  

  Please do not hesitate to contact us directly if you have any further questions or concerns. We are here to assist you and will do everything we can to make things right. Thank you for your understanding and your patience in this matter.

  Customer Answer

  Date: 04/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: No from the main cooperate office called me. I spoke to ordering manager outside of BBB case, someone named Cristine. I am seeking to elevate the issue further someone from the cooperate main office.

  They have some side business going on with **************** because this site you can just order and pay directly whatever DME you want and its shipped out by regional home care. Yet when I contact Regional Home Care DME company directly they have been refusing to do so on more than once.  

   

  The provider or supplier Regional Home Care refused to file a claim for Medicare Covered Services under which they are contractually obligated to do so. Medicare reimbursement claims have been sent out and I am in the process of filing a complaint directly with Medicare. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/26/2023

  Called today to speak with *****. I apologized for his frustration in the process of trying to order resupply. I made him aware of our protocol when placing an order for new supplies with no order history. Also discussed the process of wanting to try a new supply and we would be happy to schedule an RT visit with the patient to find a supply that works best. I did make ***** aware any time he is having issues with ordering resupply he can ask for a supervisor and we would be happy to assist. 

• Initial Complaint

  Date:03/16/2023

  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 purchased a portable battery for a sleep machine. Upon receiving the item I immediately sent a email inquiring on how to return it. They stated to just ship it back the way it came. This battery did not come with any attachments just instructions. I was in the process of returning when I was dealing with a death in the family. It hadnt been more than a month and I asked for the address again. They gave me the address and I sent it along with a 15$ charge for sending it. They received the item which they provided and told me that they couldnt re sell it because it was missing the original cardboard box which didnt make sense since it was sent in a box. This item was 275$. I asked if there was a refund on the 15$ for shipping and they said no. They received it and told me to try and resell it. This whole thing made no sense I never used the item and I was very upfront when I received it that it was the wrong thing. I sent several emails and tried calling and was hung up on several times I was told very plainly this was my fault. I have not been able to reach any type of manager.

  Business Response

  Date: 03/31/2023

  This customer purchased a battery from our website on November 30th, 2022 and was shipped on December 1st, 2022 with the following *** tracking number 1Z1AX9740392518352. The customer agreed to our terms and conditions upon check out which includes our return policy. Included is the link to our policy and also below: ***********************************************************
  
  Mistaken or Unwanted Items
  If you placed an order by mistake or would like to return an item for any reason you may do so within 30-days of purchase as long as the manufacturers packaging has not been opened and the item is returned in saleable condition. Once your item has been received at our offices, inspected and approved for return you will receive credit for the original purchase price, minus a 15% restocking fee. Shipping costs are not refundable.
  
  The customer contacted us on December 16th, 2022 and stated that the item he purchased does not with with his wife's sleep apena machine. One of our agents via email asked if the item was opened, and stated it was not. This battery is kitted in a manufacturer branded box with applicable accessories, user manual etc. We agreed to take it back if it was unopened in the manufacturer packaging, plus the restock fee and if it was returned within the 30 days. (See attachment)
  
  Customer did not return the item within 30 days and then contacted us again on February 1st, 2023 asking for an itemized receipt and that he was going to finally send back the item. 

  We contacted the customer via email on February 20, 2023 , that the item was received and was returned in a ziploc bag not in manufacturer packaging  - it was past the 30 day return threshold and we would be returning the item back to them since it failed to meet our return criteria. The item was shipped back to the shipping address from the original order on 3/15/2023 with the following *** tracking number 1Z1AX9740390686586 - and was delivered on 3/21/23. 

• Initial Complaint

  Date:10/26/2022

  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.

  Regional Home Care provides me with a CPAP machine. A year ago, the machine was recalled and they sent me a new one that does not work (or I can't figure out how to get it to work). They do not answer their phones and no matter when I call get a recording saying to try to call another time.I have been without this important medical care for a year because I can't contact them. However, they keep billing me and charging me for the service. Their automated machine calls all the time and asks for my credit card information but won't let me talk with a person. The one time I did talk with a human in billing they said someone would call me about the machine but nobody ever has. They just threaten to send it to collections. I am not going to pay for a device that doesn't work though if someone would contact me about getting it to work so I can get proper care then I would happily pay my balance.

  Business Response

  Date: 11/18/2022

   has stated her machine has not worked and she is unable to get ahold of anyone in the office. i spoke with Katherine and found out the number she was calling was not the correct number. Gave the patient the correct phone number to call moving forward if any questions or needing help. I will create an RT visit for a re-instruct. We also discussed balance on account. Told the patient the balance is the deductible that processed through her insurance. Patient understood and asked if she can have machine checked before paying the balance. I agreed for patient to hold off until we can get her properly using equipment. At this time this patient has had a re-instruct on 11/11/2022. A respiratory therapist has re-instructed patient on PAP therapy and made sure pressures were correct. Also placed a Regional Home Care Sticker on her equipment with the correct phone number to contact us with questions or concerns. PAtient understands at this time. Patient has now started therapy and seems to be doing well.