Complaints

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

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• 

  HME Specialists

  3901 Masthead St NE Albuquerque, NM 87109-4481

• 

  HME Specialists

  611 Osuna Rd NE Albuquerque, NM 87113-1028

• 

  HME Specialists

  10801 Golf Course Rd NW Albuquerque, NM 87114-6378

• 

  HME Specialists

  2301 S Main St Ste A Las Cruces, NM 88005-3273

• 

  HME Specialists

  413B E College Blvd Roswell, NM 88201-7524

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:06/07/2025

  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.

  So the sent a host lift and I needed a Sararlift not this my mom's called over 2 months to get picked up so I can get what I need I'm disabled not mobile and needs this to help 9thers help me my DOB ********* ******* ******* 

  Business Response

  Date: 07/09/2025

  Thank you for the opportunity to respond to the customer’s concerns.
  We sincerely apologize for the delay in retrieving the Hoyer lift and for any inconvenience this caused. According to our records, the equipment associated with Order #******* was picked up on June 10, 2025. However, we understand that the patient initially requested a Sara Lift and not a Hoyer lift.
  We recognize the importance of delivering the correct equipment in a timely manner, especially when it directly impacts patient care. We take these matters seriously and have addressed this internally with our team. We are also reinforcing staff education to ensure clearer communication and more accurate fulfillment of patient needs moving forward.
  We regret any hardship this caused and appreciate the opportunity to improve our service.

• Initial Complaint

  Date:04/30/2025

  Type:Delivery 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.

  This is a on going situation. I'm on oxygen. I use a concentrator and traveling tank. HME motto is order today, delivery tomorrow and driver will contact you 30 minutes before delivery. I don't know because I live in a rural area, this motto is not true. This is the second time in 6 to 8 months that I have made a compliant to the BBB. I placed an order on 4/25 for delivery on 4/28 and it is 4/30 and still no delivery. I have called numerous times between 4/28_ 4/30. I was told a team leader would call me back to explain why for the inconsistentencies. There has been no call back yet.

  Business Response

  Date: 05/23/2025

  Thank you for forwarding the concerns of this patient regarding the delivery of oxygen services provided by HME Specialists. We appreciate the opportunity to respond and address the patient’s experience.
  

  First and foremost, we sincerely regret any inconvenience or distress caused to the patient due to the delays in oxygen delivery. We understand how critical timely access to oxygen therapy is for individuals relying on this essential service, and we take all feedback seriously.
  

  Regarding the specific complaint:
  -- The patient placed an order on April 25, 2025, with an expected delivery date of April 28, 2025. Unfortunately, due to high demand, limited staffing, and the considerable geographic area we serve from our nearest branch in Las Vegas, NM (approximately 100.5 miles from the patient’s location), this delivery was delayed.
  -- Despite these challenges, our records show that the patient did receive oxygen tanks on May 1, May 9, May 15, and May 22, 2025. This reflects our ongoing efforts to ensure continued service and support.
  

  HME Specialists’ policy is to deliver as efficiently as possible by grouping routine orders to optimize resources across our wide service area. We are currently experiencing a period of unusually high demand for oxygen services. In addition, staffing constraints and rural delivery logistics further complicate our operations. We are actively working to improve these conditions through route optimization, prioritizing urgent medical cases (such as hospice patients), and recruiting additional delivery personnel.
  

  We also acknowledge the concern about communication. The patient was advised that a team leader would follow up, and we apologize if this did not occur in a timely manner. We are reinforcing our internal protocols to ensure better follow-up and transparency going forward.
  

  While we strive to meet the needs of all our patients, we recognize that our current delivery structure may not suit every individual’s preferences. Patients are fully entitled to choose the DME (Durable Medical Equipment) provider that best aligns with their healthcare needs and convenience.
  

  We remain committed to serving our patients with compassion and professionalism, and we are actively taking steps to reduce delays and enhance overall service quality.

  Customer Answer

  Date: 05/23/2025

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***** *******
   
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:04/28/2025

  Type:Billing 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 received CPAP supplies from HME Specialists in March on Invoice Number ******** against my account number ******. The amount on the first 4 lines on the invoice match exactly the amounts shown on my Medicare Explanation of Benefits. However, the fifth line is more that it should be.
  
  Line 5 of this invoice is in question which is for 6 DreamWear Nasal Cushions. My Medicare Explanation of Benefits shows that the Medicare Approved Amount for that invoice line was $142.92. Medicare applied $22.53 to my deductible and $24.08 to my coinsurance and should have paid HME the difference of $96.31 The Medicare Explanation of Benefits stated that I may be billed $46.61 of which $24.08 was my coinsurance. My secondary insurer, ********, paid HME the amount of my coinsurance which was $24.08. Therefore, the amount billed to me for that line item should have been only $22.53 but HME billed me for $116.91. I am due a refund of $94.38 and after communicating on several occasions with various personnel at HME have not been able to get this resolved.
  
  My calculation is as follows:
  $142.92 Medicare Approved Amount
  $ 96.31 Less paid by Medicare
  $ 46.61 Remaining Balance
  
  $ 24.08 Less my copay reimbursed to HME by ********
  
  $ 22.53 Amount that should have been charged to me by HME
  $ 116.91 Charged to me by HME which I paid
  $ 94.38 Overcharge by HME which should be refunded to me

  Business Response

  Date: 05/22/2025

  Thank you for the opportunity to respond to the patient’s concerns regarding an alleged billing discrepancy related to CPAP supplies received in March 2025 from HME Specialists.

  Upon review of the account and the Medicare Explanation of Benefits (EOB) associated with the invoice in question, Reimbursement Services confirms that the patient’s calculation is correct. Specifically, Line 5 of the invoice, which reflects charges for six DreamWear Nasal Cushions, was overbilled. The approved Medicare amount for that line was $142.92, with $22.53 applied to the deductible and $24.08 as coinsurance. The patient’s secondary insurer, ********, correctly paid the $24.08 coinsurance amount to HME.
  

  The patient was billed and paid $116.91, when the correct out-of-pocket responsibility should have been $22.53, resulting in an overpayment of $94.38.
  

  A Reimbursement Services representative contacted the patient directly, explained our findings, and apologized for the inconvenience. The patient expressed appreciation for the resolution. The refund for the overpayment of $94.38 has been submitted to our business office for processing.
  

  As per our refund policy, refunds to credit cards may take up to 45 days from the date of payment posting, and in some cases up to six weeks total to reflect. We will ensure this refund is processed as quickly as possible and monitor the account until it is fully resolved.
  

  HME Specialists values the trust of our patients and is committed to accurate billing and timely resolutions. We appreciate the patient bringing this to our attention.

  Customer Answer

  Date: 05/22/2025

  [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:04/26/2025

  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.

  This company hasn’t billed my insurance correctly. First they say I owe money, then I call and they have no idea what I’m talking about stating I don’t owe anything. Fast forward 7 years and I shows up on my credit report. Companies should not have the power to do this to consumers without first notifying whom they think owes them money. This is a medical debt that should be long taken care of. I’ve contacted my insurance company and they aren’t sure what happened either. Please help…this shouldn’t be on my report

  Business Response

  Date: 05/22/2025

  Thank you for the opportunity to respond to the concerns raised by the patient regarding a reported medical debt and its impact on their credit history.

  ************* ******** (RS), on behalf of HME Specialists, has thoroughly reviewed the patient’s account following the complaint. The patient reported that a collection entry appeared on their credit report under the name ****** ********** ******** with an indication it originated from HME’s Masthead location.

  We contacted the patient directly to discuss the situation. During that conversation, the patient stated the following:
  - They were unaware of any outstanding balance with HME Specialists.

  - They had disputed the collection account three times, and the entry has since been removed from their credit report.

  - They no longer reside in New Mexico and were not aware of any current or prior debt owed to HME.
  

  - They requested formal documentation stating that no balance was owed and that HME did not directly submit the account to collections.
  

  In response, RS conducted a full account review and found no outstanding balance or record that the patient’s account was sent to collections directly by HME Specialists. A letter confirming this was provided to the patient as requested, verifying that all claims were either resolved or paid in full and that HME did not refer the account for collection.

  We understand the serious nature of credit reporting and medical billing issues and are pleased that the disputed entry has now been removed from the patient’s credit file. Should any further clarification be needed, we are happy to assist.

• Initial Complaint

  Date:04/24/2025

  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.

  A prescription was sent in to change my mask type to a nasal pillow in January. I got a call in February to send in supplies, but the mask type was still the same as the previous. I was told that because the amount was at a certain threshold, the items would not be sent until I paid. I opted to go in person to discuss payment and confirmed that they wouldn't be sent if not paid. Well a week or so later the items got sent. I made a new appointment with my doctor to try and figure out what is going and why wrong items are being sent. I ended up talking to ****** from the CPAP supplies on 4/23/2025 and I apparently cannot return the masks because it is past 30 days, even though I have looked at the paperwork that was in the box, the invoice and the HME bill pay system and no where does it say 30 days. HME not only sent me the wrong masks, but they also apparently changed their policy of the threshold in which they do or don't send items automatically, but when I had originally called I was told that they would not be sent unless I payed. The change in policy is not my fault and I was not told of this policy change, but again they sent the items and are trying to charge me for them. I need a refund for these masks. They are unused and still sealed in their bags.

  Business Response

  Date: 05/22/2025

  HME Specialists and Customer Services thanks you for the opportunity to respond to the patient’s concerns regarding her CPAP supply order and associated billing and return process.

  After reviewing the patient’s account, we acknowledge and confirm that our copay collection policy changed during the time her order was being processed. When the order was initially placed and the patient was contacted on February 21, 2025, the policy in place required manual collection for copays over $75. At that time, her order total of $79.75 met the criteria for manual collection, and she was advised that supplies would not ship until payment was received.
  

  However, prior to shipment, the copay policy was updated to reflect a new threshold of $150. Under this revised guideline, orders with a patient responsibility below that threshold were automatically released for shipment without upfront payment. Consequently, although the patient was told initially that payment was required, her order was shipped in accordance with the updated policy.
  

  Regarding the mask type: the prescription for a nasal pillow mask was received in January, but the shipment still included the previous mask style. The patient contacted our team and spoke with a representative on April 23, 2025. At that time, she was informed of our 30-day return window for supplies, which applies to incorrect or unwanted items, provided they remain unopened and unused. Unfortunately, her request to return the items came after the 30-day window had expired, and we were unable to authorize the return.
  

  We do understand the patient’s frustration due to the overlapping policy change and the misalignment between her prescription and the shipped mask. While the timing of her return request falls outside our return policy, we are actively attempting to reach the patient to discuss potential alternative resolutions. A voicemail was left offering the option to continue communication via phone or email, based on her preference.
  

  HME Specialists is committed to ensuring transparency and patient satisfaction. We are open to working with the patient further to reach a fair outcome and encourage her to contact us at her earliest convenience.

  Customer Answer

  Date: 05/23/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Thank you for the information and confirmation about the changes in policy. I had received a call that says to call back to ###-###-#### and with a reference number, but when I call this number I get an automated message saying that "Your call cannot be completed" and I have not been able to get a hold of anyone. Is this the number to call?

  I have also gotten two calls from someone named ****** from HME and I have also called her back both times. I don't know if this is related or separate. We have not been able to connect.

  Otherwise I have no other voicemails from HME, especially not any that offer phone or email responses. Please send this information to me.
  
  
  
  Regards,
  
  
  
  ******* *********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 06/05/2025

  HME Specialists (HMES) appreciates the opportunity to respond to the patient’s continued concerns.
  We regret the difficulty the patient experienced in reaching us. The number referenced, ###-###-####, is not a monitored HMES line and is not a valid contact number for returning patient calls. We apologize for any confusion this caused.
  Our SNAP Team representative, ******, attempted contact with the patient on multiple occasions, as noted:
  5/19/25, 5/21/25, and 5/23/25: Voicemails were left in response to the patient's inquiries.
  6/4/25: Patient arrived in-office and was fitted with a nasal mask with pillows. Equipment was dispensed in accordance with the valid prescription and active insurance coverage.
  For future communication, we encourage patients to contact our Customer Service team at ###-###-####, which is our main and actively monitored number for status updates, order support, and general inquiries. Email communication can also be initiated through our website contact form.
  We respectfully remind patients that timely completion of documentation and engagement with our team are essential steps in the DME process. While we acknowledge the challenges of missed communications, we are actively working to improve efficiency and responsiveness across all departments.
  This matter has since been resolved with the delivery of equipment on June 4, 2025. Should the patient have any outstanding needs or further questions, we encourage direct contact with our Customer Service team.

  Customer Answer

  Date: 06/05/2025

  Complaint: ********
  
  I am rejecting this request due to my ongoing difficulties with HME, which have made the ordering process frustrating and inefficient.

  
  Each of ******’s voicemails simply stated her name, that she was with HME and requested a callback without providing anymore details. I made multiple attempts to return her calls and also left voicemails. In one voicemail, I specifically asked for more information regarding the reason for her call and whether it pertained to the fitting, as her messages were vague. However, my request for clarification was not addressed in her subsequent voicemails or follow-up calls. This experience has been highly unproductive and disappointing.

  
  After numerous attempts, I was finally able to schedule my fitting appointment, which took place yesterday. However, I was informed that a chin strap, which was supposed to be included in my order, had not been placed. As a result, I was unable to receive it during my visit. This leaves me once again with an incomplete order, and it remains unclear where the issue originated. No solution was offered to resolve the matter, so I contacted OmniSleep today to resend the order, for the third time.

  
  Regarding communication, it is HME that is lacking. In your previous response to the BBB, you stated:
  "While the timing of her return request falls outside our return policy, we are actively attempting to reach the patient to discuss potential alternative resolutions. A voicemail was left offering the option to continue communication via phone or email, based on her preference."
  After this, I followed up requesting further details but never received a response. No “potential alternative resolutions” were offered, nor was I provided the option to communicate via phone or email. Email would have been preferable, as the delay in reaching ****** led to significant delay.
  Additionally, I would like to respectfully highlight that a policy was changed without notifying me, and an order was sent without my permission. As a new customer, the return policy was neither obvious nor clearly communicated with the original order that was sent, which led to further confusion on my end as to why this was all happening in the first place.
  
  
  
  
  
  Regards,
  
  
  
  ******* *********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:04/22/2025

  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.

  HME Specialists has erroneously and aggressively requested payment(s) for supplies already paid for by the insurance company and out-of-pocket costs by myself as the patient. They have also delayed shipping supplies claiming the insurance deductible had not been met when in fact the insurance company **** spoke to them [while I was on the phone] explaining to the billing department that deductible was paid. Out of pocket expenses in the amount of $90 dollars was paid in order for HME to ship supplies on March 5, 2025. Now they are demanding double payment in the amount of $34.48. The company will not ship the next set of supplies ordered each quarter for a medical sleep condition called “sleep apnea.” Not only is this a threat to my health condition but a threat to any patient who is being double billed with no recourse to a resolution. I appreciate your help. Thank you

  Business Response

  Date: 05/22/2025

  HME Specialists and Reimbursement Services (RS) appreciate the opportunity to respond to the concerns raised by *** **** ********

  After a thorough review of *** ********* account, we found that he was charged $95.82 at the time of his supply order on March 5, 2025. According to the Explanation of Benefits (EOB) received for that date of service (DOS), the processed claim indicated patient responsibility amounts of $118.37 for invoice ******** and $11.49 for invoice ********. These charges align with the patient’s deductible and coverage under **** ********, which requires billing to be split due to payer-specific processing rules.

  On April 28, 2025, a Reimbursement Services representative spoke with both *** ******* and a **** representative via conference call. During this call, the **** representative advised that the patient had indeed met his deductible and that the patient’s responsibility for the order should be only $5.54. However, the representative also stated that the claims would need to be reprocessed, and a corrected EOB would need to be issued to reflect the updated patient responsibility.

  At this time, RS is awaiting that corrected EOB from ****. Until that document is received and processed, RS cannot adjust the billing further or confirm an updated balance. We have clearly communicated this to *** *******, who has agreed to wait for the final determination before taking further action.

  Regarding the supply shipment delays, it is our policy to ensure that all patient balances are accurate before releasing additional supplies. This is necessary to avoid overbilling or premature claims processing. That said, we understand the urgency and importance of *** ********* supplies in managing his medical condition and are working to resolve this as quickly as possible upon receipt of the corrected EOB.

  HME Specialists and RS take billing accuracy and patient care seriously. We are committed to ensuring that *** ********* account is updated promptly once the necessary documentation is received from the insurance provider.

• Initial Complaint

  Date:04/16/2025

  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 am due a refund of $257.00 to my credit card. I have spoken to to several people by phone. They have told me they show a credit of $257.00 owed to me. They keep telling me they will take care of it. So far I still have not received my money. This is been going on since February 11, 2025. I have been calling them numerous times recently and no answer . It says to leave a call back number. They have not returned any of my calls. I really need this resolved ASAP. Thank You

  Business Response

  Date: 05/22/2025

  Re: Refund of $257.00 – Original Complaint Date: 02/11/2025

  
  Reimbursement Services (RS) appreciates the opportunity to address the concerns raised by *** ***** ***** regarding a refund in the amount of $257.00.  Upon review of the account, RS confirms that there was no patient responsibility for the services rendered, as both the primary and secondary insurances have fully covered the charges. The secondary insurance paid the ******** co-insurance at 100%, resulting in an unapplied credit of $257.00 due to the patient.

  
  RS staff spoke with *** ***** and his wife to explain the situation and assured them that the refund would be processed. The delay was due to the necessary confirmation from both primary and secondary payers regarding the claim status. Once confirmed, the refund was approved and added to the May patient refund spreadsheet on May 2, 2025.

  
  Patient payment representative staff reached out to *** ***** the week prior to this response to update him on the status. The refund is currently being processed. If eligible, the refund will be credited back to the original payment method (credit card) within the standard 10-business-day window. If the time limit to process the credit card refund has passed, a physical check will be issued instead and included in the May batch of refunds.
  RS has prioritized this case and ensured that *****, the staff member handling the refund, is aware and actively managing the resolution. She will also provide her contact details to *** ***** should he have any further questions or concerns.

  
  We sincerely regret the inconvenience caused by this delay and are committed to ensuring *** ***** receives the refund promptly.

• Initial Complaint

  Date:03/05/2025

  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.

  I changed CPAP providers from HME to Lincare. I advised HME I no longer needed their product.
  HME sent material to me in a box. I delivered this unopened box to the address on ******** in Albuquerque, NM.
  
  HME continues to bill me for the products I did not order, nor did I take receipt of the product.

  Business Response

  Date: 03/17/2025

  RE:  Response to ****** ******** Complaint - Complaint #********

  Dear Better Business Bureau,
  Thank you for bringing *** ****** ******** complaint to our attention. We take customer concerns seriously and have reviewed the details of his case thoroughly.
  According to our records, *** ****** changed his CPAP provider from HME to Lincare and informed us that he no longer required our services. We acknowledge that an order for CPAP supplies was dispatched to him after an email notification informed him of eligibility for reordering supplies. A verified prescription and insurance information were on file at the time of the order. Additionally, we understand that a billing error initially delayed the shipment, but it was resolved and the order was subsequently sent.
  We are aware that *** ****** returned the unopened package to our office, as he stated in his complaint. However, there is no documented communication in his account indicating that he wanted to return the supplies or speak with billing about the invoices he received. Despite this, we understand the inconvenience he has experienced and want to assure him that we are taking appropriate steps to resolve the issue.
  After further review of *** ******** case, we have taken the following actions:
  We have reached out to our reimbursement team to initiate the recoupment of the claim related to this order.
  A hold has been placed on the shipment of any future orders.
  A follow-up call will be made to *** ****** to discuss the situation and confirm that all necessary actions have been taken to his satisfaction.
  We regret any frustration this has caused and are committed to ensuring that *** ******** concerns are addressed in a timely and satisfactory manner. We will continue to work with him directly to resolve any outstanding issues.
  Thank you again for your assistance, and please do not hesitate to contact us if further clarification or action is required.
  Sincerely,

  ******* ********* Compliance Director

• Initial Complaint

  Date:02/25/2025

  Type:Billing 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.

  In November 2024 I visited my provider who ordered some medical equipment. I heard nothing from HME specialists for 2 months until I received a bill. I called to ask what the bill was for and they stated they delivered medical equipment. I told them I never received it. They didn’t care and said I had to pay the bill. I asked who signed authorization for this and they told me I did. I asked for proof which they sent in the mail. After receiving the letter I called back and told them I didn’t recognize the signature. They informed me the consent form was signed LOP by their own employee, meaning left on porch. I asked then who authorized payment in my behalf, and they stated my doctor did when he ordered it. I told them I disagreed and considered this fraud, to which they stated they would escalate to a supervisor who would call me back. That was weeks ago. Now I receive an additional bill with a late payment penalty. This is at a minimum terrible customer service but I believe this is insurance fraud. I paid the bill to avoid more penalties or corrections. I am asking for a full refund and for them to never send me medical equipment or charge me money again without my written permission.

  Business Response

  Date: 03/24/2025

  Dear BBB,
  We appreciate the opportunity to address the concerns raised by Mr. Anthony **** in his complaint dated 2/26/2025. Patient satisfaction is of utmost importance to us, and we take these matters very seriously. We regret any inconvenience or confusion caused by this incident and wish to clarify the steps we've taken to resolve the situation and prevent similar occurrences in the future.
  Complaint Overview and Actions Taken:
  Mr. ****'s complaint involves billing for a nebulizer that he states he never received. Upon receiving the complaint, multiple departments, including Customer Service, Distribution, Reimbursement Services, Compliance, and Contracting/Grievance, have worked collaboratively to address the issues raised.
  Investigation: A detailed investigation revealed several critical points that contributed to the misunderstanding:
  No Confirmation of Delivery: There was a lack of confirmation that Mr. **** was able to receive the equipment. Additionally, it was noted that the delivery was processed with a "Left on Porch" (LOP) signature, which is no longer an accepted practice since the end of the Public Health Emergency on 5/11/23. This led to a breakdown in communication and the failure to confirm the patient's receipt of the equipment.
  Billing Errors: The initial confusion around the billing was primarily due to a discrepancy in the delivery authorization, with a signed delivery ticket indicating the nebulizer was left on the porch, a process now deemed invalid for patient deliveries.
  Steps to Resolve the Issue:
  Refund and Adjustments: On 3/4/2025, the necessary adjustments were made to Mr. ****'s account, including a refund of the charges for the nebulizer. We have also ensured that the billing issue was resolved with his insurance provider.
  Re-training and Process Improvement: We took immediate corrective action by re-training our Field Service Technicians to ensure that actual patient or caregiver signatures are obtained for delivery tickets. This will prevent any future confusion regarding delivery confirmations.
  Review of Internal Processes: We are reviewing our procedures, particularly around urgent/emergent orders, to ensure that all required communication and confirmations are properly handled by our customer service team. We are implementing stricter protocols for account notations and communication with patients to avoid similar issues going forward.
  Commitment to Patient Satisfaction:
  We understand that the experiences Mr. **** had with our customer service were frustrating, especially when he felt the representative was not empathetic to his situation. We are committed to improving our customer service interactions and will continue training our staff to ensure that all patient concerns are addressed with respect, patience, and clarity.
  Preventing Future Issues:
  We have taken Mr. ****’s feedback seriously and are revising our internal protocols to ensure that patients are properly informed about equipment orders, delivery processes, and billing. We have also updated our systems to ensure that no equipment is delivered or billed without explicit, documented patient consent.
  In conclusion, we value Mr. ****’s feedback, and we are grateful for the opportunity to rectify the situation. We are committed to ensuring that all of our patients receive the best possible service, and we will continue to monitor and improve our processes to prevent future issues. We have refunded the charges as requested, and we have made significant changes to our policies and training to ensure a better experience for all of our patients moving forward.
  Thank you for your understanding and for allowing us to address these concerns.

  Customer Answer

  Date: 03/26/2025

  [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:01/07/2025

  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.

  I used to live in Abq and received my cpap supplies from HME. Their equipment no longer helps me breathe at night. And since I am in Tulsa, I need to change doctors and suppliers. SO, I need to return to them their last equipment shipment (to remove from my health insurance) so I can visit a new supplier. I tried to cancel it prior to shipping but was too late. I have gotten information from them to prepare the box for return shipping. I am now awaiting a Fed Ex return number for the box. I talked with one lady who lied to me about them trying to call me. ( My phone does not answer strange calls but it registers them so I can return the call.) I have called them 7 times and have been working on this issue since Dec 26. It appears to me that they do not care about my breathing problems at night and the equipment to help me stay alive.

  Business Response

  Date: 01/13/2025

  Thank you for bringing this matter to our attention. We understand the complainant’s concerns regarding their CPAP supplies and their request to return equipment to facilitate transitioning to a new provider and supplier.
  Since receiving this complaint, HMES has made multiple attempts to contact the patient at various times throughout the day. Unfortunately, despite these efforts, we have been unable to establish communication with them. Without direct interaction and feedback from the patient, our ability to resolve the matter remains limited.  We remain committed to resolving this issue promptly and have provided the patient with our contact information, including a direct line and email address, to ensure they can reach us when convenient.  Additionally, we are ready to assist with coordinating the return of the equipment and addressing any concerns to their satisfaction.
  Should the patient wish to move forward, we kindly request that they contact our Customer Service Team using the information left on her voice mail message, so we can finalize the resolution. We appreciate their understanding and cooperation and will continue to prioritize resolving this matter.