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:01/26/2023

  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.

  Telephone calls get automation only unless it is an emergency and then they may call back. Apparently At Home Medical has no office staff to answer questions or address patient needs / orders. E-mail replies indicate origin out of office. It appears the company is delivery only and not intrested in patient needs / questions. They are delivery only. Patients are directed to leave a message, but never get a callback or confirmation or are placed on eternal hold until they leave a message. Patients are directed to leave message on their website and never get an answer. Not everyone has e-mail or internet, this limits timely service / needs. Cell phone batteries die and not everyone has a landline. At Home Medical usually replies to e-mail by the next business day. My specialist and Atlantic Home Medical; have the same progenitor agency ( *************** who operates *****************.) My doctor sends patients to *************** hospital or other doctor. thus removing/limuiting free choice of services at a convient location. Is this common or a form of restriction of trade / services? Precis: Provide a live operator to patient requests / needs. Patients prefer talking to a human, not a computer where calls or requests can be deleted sans response.

  Business Response

  Date: 02/24/2023

    This patient complained about how she feels about communication back and forth between herself and AtHome.  Our records indicate between December 12, 2022 and 2/17/23 we have had correspondence going back and forth between this patient or representative on her behalf via email and phones on the following dates:   12/5/22, 12/12/22, 12/17/22, 12/19/22, 12/27/22, 1/3/23, 1/10/23, 1/20/23, 1/26/23, 2/1/23, 2/9/23, 2/13/23, 2/16/23, and 2/17/23.  It appears they email their requests most often and they are responded to by next morning as many are sent after hours and/or on a weekend when the emails are not monitored.

   

   

  *************************** Senior Manager Operations Phone************ Fax************ 200 *****************************************, ** 07950

  
  

• Initial Complaint

  Date:10/25/2022

  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.

  Average wait times are close to an hour and never less than a half hour. Their online form is useless. If you fill out form you never receive acknowledgement or reply. You never receive your order. You are always forced to telephone and endure overlong wait times. They need to hire more customer *********** were this way before CoVid and continue to understaff.

  Business Response

  Date: 11/03/2022

  I am in receipt of the complaint ID ******** where the patient indicated they call and are on hold close to an hour and never less than a half hour, and the use of the online form has not been pleasant.  I ran our call detail report for the  month of September and October and there was no record of either numbers we have on file calling our call center. The patient did however call on 10/14/22 and spoke to a representative, but not sure what number she called from.  On that date she was advised that she was not due for supplies until 11/4/22. In September we added functionality to our phone system where patients are prompted to email ****************************** or leave a message, every 60 seconds while holding. If patients opt to leave a voicemail the calls are returned the same business day and into the evening if necessary.  Both Email and Voicemail are the best options.

   

  Unfortunately our staffing situations are the main cause of the hold times and delays, in addition, to the Philips Respironics *** device recall.  This recall, as I have shared before, has affected the *** industry globally, both in supply chain and inquiries.  To date, the recall was announced in June 2021 but we are still experiencing the ramifications of the recall on many levels.

   

   

   

   

  *************************** Senior Manager Operations Phone************ Fax************ 200 *****************************************, ** 07950

   

• Initial Complaint

  Date:10/17/2022

  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.

  I started calling At Home Medical on Friday 10/14/22 because my CPAP machine which I use for sleep apnea and bought from At Home Medical was not working correctly. I called again this morning 10/17/22 to have the machine repaired. I called numerous times, but the operators of this company kept trying to sell me a ******* $100 gift card. When I told them I wasn't interested & I just wanted my machine fixed they hung up the phone on me. I called about 5 times with the same results until I reached an operator named *******. He told me he would help me with my machine and not to worry about the gift card. He took my information, name, address, phone number and made an appt. for a service man to come to the house on Wed. 10/19/22 between 2:00 PM & 4:00 PM. Then, he said there was a $2.50 service charge for them to come to my house. I told him I would pay him in cash, but he insisted on a credit card only. I gave him my credit card information. After that he told me I needed a confirmation number, but before I could get the number I had to listen to an advertisement first. He said, "just ignore it, you need it to get the confirmation number." I listened to the add but it was distorted, broken up, but I did get something about charges involved. When the ad was over, he asked if I wanted the confirmation number, and I replied yes. Then, he hung up the phone without giving me the confirmation number. The phone call was recorded by them. I think I was scammed when I said yes and I'm afraid they will charge my credit card. Please look into this and stop this scam. I appreciate your help in getting this resolved. Thank you, *****************************

  Business Response

  Date: 11/09/2022

  Good Afternoon,

   

  I have reviewed the complaint ID ******** received today.  In the complaint the patient indicates that he started calling AtHome Medical on 10/14/22 and again on 10/17/22 regarding the failure of his PAP device.  I have run reports for the month of October in our call center software and there was only one call received from the number listed in the complaint, and no calls from the other number on this patients account.  This patient had two accounts in our system and did come to our **************** office with his machine on 10/22/22 to have his device checked which would have been the direction provided to him.  He had been shipped supplies for his older unit and called on 10/31/22 and left a voicemail that was handled by the *************************** on 11/1/22. This error happened because the patient had two accounts in our system and had two different types of CPAP devices from us.  After 10.31.22 the Supervisor marked the old account as a duplicate to assure we are looking at the right account when processing orders. 

   

  What is concerning is the mention of a ******* gift card solicitation and he named a receptionist named *******, of which we do not do nor have any reception or customer service personnel named ***************  It could be possible that he was calling the AtHome Medical in ************ that does urological supplies and not us in between the contact made in person with my team?   This patient also went on to state that ******* scheduled a service man to come to the patients home on 10/19 between 2 and 4 pm, again which is not how we handle malfunctioning PAP devices.  We also do not ask for a credit card during that process, and/or require a $2.50 service fee.  There is nothing in this complaint that indicates the patient was talking to anyone in our office based on the information he indicated and there are no calls to support those conversations recorded or received by on the dates he mentioned.

   

   

  *************************** Senior Manager Operations Phone************ Fax************ 200 *****************************************, ** 07950

  
  

  Customer Answer

  Date: 11/09/2022

  [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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/07/2022

  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.

  requested a new **** machine back in july/2022 since my stop working this is a medical need issue called the company and email them a few times to get back that is in back order i when online and can purchase it for over ******** i want this company to either replace my **** immediately or get in touch with company that has it available do not believed there is a back order I believed they are not doing their job or give a concerned on people with sleep arna if my health get worst because of this issue i will seek legal consultant

  Business Response

  Date: 10/14/2022

  We have received the complaint for the ** mentioned above.  The current PAP device market has been affected globally by the Philips/Respironics recall of over ********* devices.  As a result of the recall, companies like AtHome, are on allocation with PAP device manufacturers due to limited availability in the market.  Philips represented about 50% of market share and they are currently not allowed to manufacture devices for distribution only for remediation.

   

  As a result of this, companies like AtHome receive more orders each month than devices.  Patients are processed and once devices are received orders are dispensed.  At this time, the above named patients order has been reviewed and processed and is pending scheduling.  A message was left for her on both numbers on file on 10/10/22.