Complaints

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:10/10/2024

  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.

  At Home medical changed their billing system at some point in 2024, and did not
  
  1) migrate the existing users and their autopay to the new billing system
  2) send any form of notice that this change was taking place
  3) have any form of information/banner on their website telling you of the transition.
  
  This resulted in services billed in january never being placed in the portal of record for users to view. This is particularly concerning if consistent for all customers, as they would all be receiving random 'we are taking you to collections' phone calls for billed amounts that were not being reflected again, in the portal of record.

• Initial Complaint

  Date:04/12/2024

  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.

  have been waiting for my Cpap supplies for over 2 months.was contacted by the automated re-order system in February and after completing the re-order was not sent my supplies. called and spoke to someone and they said the automated system never did the order. so they put the order in. it has been 3 weeks since that phone call and i have still not received supplies. old supplies are not good for health. company is not providing a service that is needed for health and safety.

• Initial Complaint

  Date:02/28/2024

  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.

  AtHome medical is overcharging me and discriminating againstbme because I ruined 65 yeas old and had to go on ********* The rental of the **** machine has been extended because of some technicality.

• Initial Complaint

  Date:01/24/2024

  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.

  This company provides me with CPAP equipment that is refilled every 3 months. It is impossible to get a hold of them either by phone, email which they say to use, or online. About seven months ago they sent me the wrong masks and it took me a month to talk to them. They sent me the masks after a big discussion in which they were very rude. Three months when I ordered new equipment they said they could not send masks because ******** requires three months. I told them that they should not have charged ******** again since the wrong shipment was their fault. Did not care. I asked for a manager and was told one would call me back. No one did. I asked when the masks would be allowed and was told January 17, so I waited until then to order new equipment. I sent an email as directed stating exactly what they needed along with a temporary address i would be at. I received a response three days later that they shipped the supplies on January 9 to my home in New Jersey. I informed that this was wrong. I received no response back. I called every day until they finally answered and was told that they sent me an email with instructions to return the supplies shipped to New Jersey and then they would ship to me in ********. I asked when they shipped the supplies and was told on January 17. So, I was lied to in the email a to when it was shipped. At this point I still have not received anything and no one responds to my emails. When I look online it seems that everyone has the same complaint. It’s time someone is held accountable. I want to be provided with a manager’s name and direct number so I can call them to get resolution.

• Initial Complaint

  Date:10/10/2023

  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.

  They enrolled me in an auto ship and auto pay service to replace equipment without my permission. They never informed me I was going to be charged for anything, and I never would have enrolled in anything that was auto charged. This is completely unethical and considering than many users are elderly they are taking advantage of vulnerable people.

  Business Response

  Date: 10/31/2023

  I have reviewed the complaint and found that ************************** did sign up for Autoship at the time of her equipment set up dated 11/30/2022.  This provides permission on behalf of the patient, based on her insurance and having a valid prescription, for AtHome to ship covered supplies to the patient at the frequency noted on the form.   

   

  This was handled as requested.

   

   

  *************************** Senior Manager Operations Phone************ Fax************ **********************************************************************************

  
  

• Initial Complaint

  Date:09/18/2023

  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.

  Order #***** was never processed and my follow up email and phone calls receive no response. This is to treat my severe sleep apnea condition. They did acknowledge my order and gave me that order number *****. Was on hold with customer service today for 45 minutes and then I left gave up and resorted to leaving a message. This company is owned by *************** Systems

• Initial Complaint

  Date:09/11/2023

  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.

  Started inquiring July 19th to get new supplies. Inability to get through on the phone, voice messages not returned, emails not responded to or responded to after weeks have passed. Doctors confirm receipt of scripts 2x, I just need my supplies.

  Business Response

  Date: 10/31/2023

  Regarding above complaint ID ******** patient indicated that he was not able to get through to place supply order and voicemails were not responded to.  On August 1, 2023 AtHome went through a software conversion that has put us behind in getting orders out the door.  This patient did get their supplies shipped on 9/21/23 and had made the compliant on 9/11/23.  We work closely with his physicians office who assisted in getting him the supplies.

   

   

   

   

  *************************** Senior Manager Operations Phone************ Fax************ **********************************************************************************

   

• Initial Complaint

  Date:07/12/2023

  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.

  Business provided statement that I had 10 days to switch mask if not fit well. Called on day 2, have now been waiting 6 weeks for relief. Every time Ive called Ive gotten different reasons, no ownership over the problem and a complete lack of remorse you can have your ********* companies if youre not happy is not customer service. Neither is taking weeks to between problems and not having any interest or sense of responsibility for higher urgency due to the length of time that has passed

  Business Response

  Date: 07/20/2023

  I have received the complaint for the above ID#.  After reviewing this account, the patient did call our respiratory department within two days of his initial setup and advised he was having issues.  The Respiratory Therapist called the patient and asked customer service to send out a different size cushion.  The ten day mask guarantee is only applicable to a different mask per the manufacturer not a size change.  Based on the respiratory therapist notes she discussed with the patient what was needed but it doesnt detail the above so I cannot confirm or negate what they discussed.

   

  We did not have a prescription on file to dispense cushions only and it had to be requested from the physician.  That was done and was received right away but the order was in the *** work queue and was not processed until the patient called.  Then we sent the incorrect cushions which then had to be returned and replaced with the correct ones.  The delay in the shipment of the correct cushions is accurate and we apologize for the inconvenience.  Our system shows that the replacement cushions were shipped on 7/12/23 and tracking shows it was delivered to the address we have on file on 7/13/23.

   

   

   

   

  *************************** Senior Manager Operations Phone************ Fax************ **********************************************************************************

  
  

• Initial Complaint

  Date:06/23/2023

  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.

  Hi since November I have been trying to get a New Pari Nebulizer compressor which is cover through my insurance. They send me a used ****** air brand and tell me they dont carry any Pari brand. I come to find out that they lied to me and do in fact carry Pari brand and are the only medical supply store in the area that does. Fast forward June 2023 I finally get the Pari PRPNEB compressor but its used. The box was already opened which means it was used. Because of my medical condition I do not want to use a compressor machine that is already open. My doctors office sent a prescription that specifically states new Pari proneb Nebulizer machine. I have been back and for with these people on the and all they do is lie and keep you on the phone for at least an hour. Just to speak with someone it takes about 30 minutes. All I want is a new Pari proneb Nebulizer compressor to take my 3 Nebulizer treatment 3 times a day. Which my insurance covers.

  Business Response

  Date: 07/06/2023

  Regarding the ** above, the following things occurred:

   

  12/21/22- received prescription for portable nebulizer, CSR advised physician office that ******** doesnt cover portable nebulizers (this isnt actually accurate the code for portable nebulizers and stationary nebulizers is the same).  We delivered a stationary unit and patient called to advise that isnt what she wanted.  She was advised to follow up with the doctor on that same day.  We also did not receive appropriate physician chart notes to qualify the device under ******** guidelines.

   

  3/30/23-pt called to have device switched out and we advised patient we need an updated prescription.

   

  6/13/23-again patient called requesting Port Pari Trek S device and was advised we would need a prescription. Same day updated Rx was received.

  6/15/23- pt was advised again that portable nebulizers are not provided under ********- pt was advised again on 6/19/23

  6/22/23-another Rx was received, and exchange ticket was printed for the other nebulizer without anyone reading the historical notes but CSR printed the wrong type and patient called and another exchange ticket was printed.

  6/23/23-pt called and said the item in the box was not new but that was inaccurate she wanted another one,and another exchange was printed and the exchanged unit she stated was missing filter and filter door,- ticket was printed again to exchange but pt was not home when driver went out.

   

  Ultimately we delivered what she had been advised would not have been covered but as I mentioned in the first note that technically it is the same billing code and we should have handled it the first time back in December. 

   

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

  Sr Manager Operations

  AtHome Medical

   

• Initial Complaint

  Date:05/30/2023

  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.

  ON ******* 5TH 2023, I WAS CONTACTED ABOUT SCHEDULING A DELIVERY FOR A CPAP MACHINE MY DOCTOR . WE SCHEDULED A DELIVERY FOR ******* 27TH, 2023 AND AFTER TRYING THE MACHINE AND MASK FOR 2 DAYS, I CALLED AT HOME MEDICAL AND REQUESTED A RETURN OF THE EQUIPMENT. I SPOKE WITH ******* ABOUT OTHER MASK OPTIONS AND AFTER A LENGTHY CONVERSATION I DECIDED TO GO AHEAD WITH THE RETURN PICKUP BY AT HOME MEDICAL. DURING THIS CONVERSATION I WAS INFORMED THAT I SHOULD WRAP EVERYTHING IN ORIGINAL PACKAGING, WHICH I DID, AND THE DRIVER WOULD PICK UP ON OR ABOUT FEBRUARY 10TH, 2023. NEVER, NOT ONE TIME, DURING THE CONVERSATION ABOUT OPTIONS TO TRY AND MAKE THE MACHINE MORE CONFORTABLE TO ME WAS THERE EVER ANY INFORMATION THAT I WOULD STILL BE CHARGED FOR THE EQUIPMENT. IN MAY OF 2023 I GET A BILL FROM A COMPANY CALLED CARE CENTRIX. I CALLED THEM TO ASK IF THIS WAS A MISTAKE. IF I STILL HAD TO PAY, I WOULD HAVE KEPT THE MACHINE. THIS OMMISSION OF INFORMATION IS GOING TO COST ME MORE THAN I CAN AFFORD. OMMISSION OF INFORMATION SHOULD NOT BE ALLOWED. I'M SURE MANY PEOPLE HAVE BEEN TAKEN BY THIS BUSINESS.

  Business Response

  Date: 06/05/2023

  We have received the patient complaint regarding ID ********.  After a review of the records, it appears that CareCentrix, the *** for BCBS of **, has already contacted us regarding this issue. The patient received a PAP device on 1/5/23, which included the rental device, and disposable supplies for use with the device.  The device was set by a Respiratory Therapist and shipped to the patient on 1/4/23.  On 1/11/23 a voicemail was left for the patient to schedule a telemed visit with a clinician.  On 1/23/23 our respiratory team received a voicemail from the patient to pick up the unit and he didnt want a telemed visit.  The picked up was done on 1/30/23. 

   

  The patients insurance covers 50% with a $1300.00 deductible which was noted on the paperwork he received via Docusign before the device was shipped to him.

   

  The items in question are the disposable items which were used and are not returnable.  There is no record of the conversation that he mentioned in his complaint, actually there is no mention of any verbal conversation in our system with this patient so we are not sure who advised him to wrap up the items as that is not a practice we encourage.  Carecentrix was advised of the same regarding the disposable supplies and their invoice, as Carecentrix invoices the patient , not AtHome.

   

  *************************** Senior Manager Operations Phone************ Fax************ **********************************************************************************

  
  

  Customer Answer

  Date: 06/05/2023

  
  Complaint: 20119420
  
  I am rejecting this response because: they lie.  I did leave a voicemail first and you think they just magically showed up at my door to pick it up?  I got a call to discuss why I was returning the unit and was offered many options for different masks and headgear to make it more comfortable. This is the conversation I mention in my complaint. This is so far fetched, this cant be the first complaint against this company. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/27/2023

  We received the follow-up document indicating that this is unresolved.  The issues surrounding this case are because the customer refused the Respiratory Therapist teach and indicated he just wanted the device picked up.  The pick up was done based on his request so I am not inclined to say that we didnt attempt to arrange  a teach which may have yielded better results for him. 

   

  The rest is explained below which is the same practice for all providers based on insurance coverage.  It would have been in his best interest to have an RT work with him to educate and explain how to use which also would yield an appropriate fit of his mask.

   

   

   

  ***We have received the patient complaint regarding ID ********.  After a review of the records, it appears that CareCentrix, the *** for BCBS of **, has already contacted ** regarding this issue. The patient received a PAP device on 1/5/23, which included the rental device, and disposable supplies for use with the device.  The device was set by a Respiratory Therapist and shipped to the patient on 1/4/23.  On 1/11/23 a voicemail was left for the patient to schedule a telemed visit with a clinician.  On 1/23/23 our respiratory team received a voicemail from the patient to pick up the unit and he didnt want a telemed visit.  The picked up was done on 1/30/23. 

   

  The patients insurance covers 50% with a $1300.00 deductible which was noted on the paperwork he received via Docusign before the device was shipped to him.

   

  The items in question are the disposable items which were used and are not returnable.  There is no record of the conversation that he mentioned in his complaint, actually there is no mention of any verbal conversation in our system with this patient so we are not sure who advised him to wrap up the items as that is not a practice we encourage.  Carecentrix was advised of the same regarding the disposable supplies and their invoice, as Carecentrix invoices the patient , not AtHome.***

   

  *************************** Senior Manager Operations Phone************ Fax************ **********************************************************************************