Complaints

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

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Frontier Home Medical has 7 locations, listed below.

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  Frontier Home Medical

  304 W 8th St Cozad, NE 69130-1734

• 

  Frontier Home Medical

  8425 F St # A Omaha, NE 68127-1628

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  Frontier Home Medical

  708 E B St McCook, NE 69001-3857

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  Frontier Home Medical

  4550 O St Lincoln, NE 68510-1843

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  Frontier Home Medical

  3813 2nd Ave Kearney, NE 68847-8106

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:04/25/2025

  Type:Billing 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.

  August 29, 2024, I was seen by my specialist who sent a doctors note to physical therapy requesting that I need a powerchair and need to have an evaluation. The physical therapy office set up a time and date to meet with them and an associate with Frontier Home Medical to preform the evaluation, measurements and demo for the powerchair on December 12 2024. When the evaluation was completed the associate; ******* assured my that it would take about two months to process and I was understanding.
  After a little more than two months; I called early March 2025 to see how progress was going. Come to find out, nothing was done in that 2 months, I wasn't even on file said the receptionist. They also told me they didn't even have the evaluation that was done by the physical therapy office. I called the physical therapy office and had them fax the evaluation over and called them the next day, and they claimed they hadn't received it. It's now been three more months of constant phone calls.
  Now they're telling me it's too late. Now I have to go back to get another doctor's note. Because they claimed it was too old. Let me add that that's a two hour trip with the use of a transportation service. I'm twenty-nine with Becker Muscular Dystrophy and have extreme upper and lower body weakness and am disabled and I have been neglected by this company.
  Most people take for granted that they can just get up, stand up, and walk. I can't. I use a manual chair that is difficult for me to maneuver. I need this chair, and it would help me so much with mobility and independence. It's been 5 months in total, and I feel I've been doing more of their job than they've been doing. I've been fighting these last three months to get this process moving. My next doctor's visit (specialists) is in June 2025. That will be 10 months in total.
  Am I less than an able bodied person? Do I not deserve to have my own independence? Do I not get to enjoy my life because I can't move like everybody else?

  Business Response

  Date: 04/29/2025

  Hello ** ****** first and foremost, I would like to apologize on behalf of Frontier Home Medical for the difficulties you have experienced with your Power Wheelchair order.   Frontier takes great pride in helping everyone we possibly can with their home equipment needs.   Unfortunately, there are many requirements for companies like Frontier Home Medical to ensure  insurance companies will pay for equipment.   You pointed out several of the initial steps from physician visit through the eval process with the OT and our ATP *******.  Not only do these items have to be completed but they all fall into a certain timeline on how long these documents are valid.  Unfortunately, in your scenario we did not receive the Letter of Medical Necessity nor the physician face to face documentation in a timely manner.   With that being said, while looking through the timeline of your order and your note I feel there are process changes within Frontier that may help prevent this in the future.   The changes would be a more strategic/timely follow-up of documents when we don't initially receive upon request.  Although the visit/documents must be completed by the physician and OT and we did not receive these documents until 3/31/25 which already placed this order outside of the timeline for insurance to consider those documents valid.  There were multiple requests made to both the physician's office and the OT throughout the process.   I again apologize for the duration of this process, and I will work with our teams to try to improve document follow-up.  Please trust that all of our patients require a piece of equipment to allow them to enjoy and improve their health/lives.  Our mission as a company is to do everything we are able to do to fulfill this mission all while jumping through the hoops of insurance requirements and timing.   I hope you will allow us to continue to attempt to assist you with your power chair after your next physician appointment.  ***** ****** *** Executive Director

• Initial Complaint

  Date:05/12/2023

  Type:Billing 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.

  Hello February 2021 is when I started doing business with them. I got prescribed a CPAP they wouldn’t let me pay it off all at once I “had to make monthly payments” is what they told me. No over two years after the fact they sent me to collections for allegedly missing two payments right away. Which I don’t understand how that happened seeing as it was set up on auto payments. Also they over charge for there products to the point where they were calling me 4-6 times a day for resupply so I was forced to block the number and just order my goods online for cheaper same brand as well. Honestly it’s not about the ***$ it’s my credit score and everything else about it. I think this is something they do to scam *** *******. Oh and they also sent me check for ***$ after i left them a voicemail about the collections deal. And as of now no one there can explain to me why this happened.

  Business Response

  Date: 05/18/2023

  Hi Mr ****** is a patient of ours.   I will address each of his concerns as well as explain the entire process for collection of his past due invoice.  

  1) In regard to the complaint around "not letting him pay up front" there are many factors that come into play around what the patient responsibility may be depending upon deductible reset and allowable changes with the insurance.  For that reason, we don't recommend a full payment upon machine on rental items.  

  2) Our pricing is set by the patient's insurance company as we are contracted and accept their set allowed amounts.  

  3) Frontier Home Medical has not sent any refund checks to Mr ******.   He may be confused with a different company ******** ********** ***** ******.  

  3)  The patient was contacted multiple times both via mail and email explaining the outstanding balance.  The breakdown of contacts are below.

  
  
  Event Date Delivery Method Result Email Error
  Invoice 06/24/2021 Postal
  AutoPAY Payment Receipt 07/14/2021 Email Success
  Invoice 11/02/2021 Postal
  AutoPAY Payment Receipt 11/22/2021 Email Success
  Invoice 03/22/2022 Postal
  Invoice 03/29/2022 Postal
  AutoPAY Declined for Retry 04/11/2022 Email Success
  AutoPAY Declined for Retry 04/14/2022 Email Success
  AutoPAY Declined for Retry 04/17/2022 Email Success
  AutoPAY Declined for Retry 04/18/2022 Email Success
  AutoPAY Declined 04/20/2022 Email Success
  Past Due Letter 04/28/2022 Postal
  Payment Required Now Letter 05/19/2022 Postal
  Seriously Past Due Letter 06/09/2022 Postal
  Invoice 06/14/2022 Postal
  Final Demand Letter 06/30/2022 Postal
  Past Due Letter 07/21/2022 Postal
  Payment Required Now Letter 08/11/2022 Postal
  Seriously Past Due Letter 09/01/2022 Postal
  

  4) On 9/9/2022 patient was reached via telephone explaining that his credit card had declined payment and his agreed upon auto-pay had been turned off.    At that point the patient did provide a new credit card and agreed to a payment plan but refused to utilize auto-pay and stated he would call in to make payments. No payments were every made upon this agreed upon payment plan 9-9-23 thru 1-9-23.   In February his account was turned over to collections.  Several of our staff have recently spoken to Mr ****** and explained that the account is now with a collection agency and any disputes can be discussed with them.   I feel Frontier Home Medical had gone above and beyond informing Mr ****** of his past due account.