Complaints

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

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Performance Modalities Inc has 13 locations, listed below.

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  Performance Modalities Inc

  19625 62nd Ave S Ste A101 Kent, WA 98032-1106

• 

  Performance Modalities Inc

  18100 NE Union Hill Rd Ste 305 Redmond, WA 98052-3330

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  Performance Modalities Inc

  777 N 5th Ave Ste 100 Sequim, WA 98382-3080

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  Performance Modalities Inc

  1498 SE Tech Center Pl Ste 140 Vancouver, WA 98683-5530

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  Performance Modalities Inc

  703 Lilly Rd NE Ste 101 Olympia, WA 98506-5191

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:11/21/2022

  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.

  I placed an order for new equipment. As of November 21, 2022 nothing had arrived. On November 21, 2022, there weeks later, Performance Home Medical sent me an email stating they had a question regarding my order. I called them only to find out that I had a $8.95 past due. $8.95!!! The company never emailed me or anything about $8.95. Their behavior is beyond the pale to hold up necessary medical equipment for $8.95.

  Business Response

  Date: 12/08/2022

  We apologize for the inconvenience this caused you. However, our policy is to hold orders until past due balances are paid in full if there is no autopay on file. On 6/7 we tried to contact you about your autopay, but we were unable to reach you. The balance was from your July order, and you were sent the initial invoice on 8/7 and then again on 8/29 to your email on file which matches the one listed in this complaint. You would have received those bills from hmebillpay. In order to prevent this in the future please check your emails from hmebillpay and/or contact us to schedule autopay. You will receive an email a week before the autopay occurs to allow you time to review and contact us if you do not agree with your bill for any reason. I hope that this helps to explain our process and the reason for your hold.

• Initial Complaint

  Date:08/29/2022

  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.

  On July 26, 2022 I had an appointment with Performance Home Medical (PHM) to obtain CPAP supplies, specifically a mask and headgear. I was told by the clinician that my doctor only prescribed a nasal mask and that I could not get a full face mask unless my doctor changed the prescription. This was a lie, my doctor did not specify that I needed a nasal mask, but that PHM was to explain the pros and cons of several mask types and have me try on several mask types to determine the best fit for me. I had to drive back to PHM on July 29, 2022 to get the equipment I was supposed to get on July 26. While I was at PHM on the 26, I returned a chin strap that had been sent to me with my original equipment, and was told it would be refunded. This was also a lie, after speaking with my insurance company, I was informed on two separate occasions that the refund had not happened, and that in fact PHM needed to cancel the original bill and resubmit it to refund for the equipment that was returned. PHM also lied by omission by failing to inform me that by having a mask and headgear sent to me rather than driving to their office to pick up said equipment, voided my 30 day exchange window for mask fitting. There is still a bill that PHM submitted to my insurance for mask cushions that have been returned to them, that the status of which is unknown. Representatives of this company lied directly to me on two separate occasions, both times the lie coming from what was supposed to be a supervisor. They also lied by omission. I recommend that this company be removed from any insurance as a preferred provider of Durable Medical Equipment as their only objective seems to be to bill for the maximum amount they can get and not provide the service they are being paid for.

  Business Response

  Date: 09/07/2022

  *******,

  
  We apologize for the inconvenience you had in having to go back to our ******* office on two occasions. At the time of your initial visit,we did have instructions from you physician to not set up their patients with FFM without prior approval. Since, we have resolved that, and this will no longer be an issue. ***** our Director of the ******************* did call you and leave you a voicemail on 7/28 with her direct number for any issues or concerns with regards to this occurrence.
  
  With regards to your refunds, they have been received and processed by our team members at this point. Standard time to refund and get everything back to the insurance company is 30 to **************************************** person on 7/26 so I would not have expected the return to be completed until within the next couple of weeks. You called on 8/3 requesting an exchange and a return label was sent. We spoke to your insurance company on 8/16 and they understood the time of the exchange during this call. On 8/16 you hand walked in the cushions that you wanted to exchange instead of sending them in with the return label. At that time we began the 30 to 60 days for the complete refund. I apologize that you feel you were lied to but that was never the intent of any PHM employee.

• Initial Complaint

  Date:08/21/2022

  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.

  The issue is solely that we returned equipment in good faith but have been charged for it and have not received the money that was taken out of our *** account back from Performance Modalities/Performance Home Medical (PMI).We would like PMI to reimburse back to our *** the $584.42 as listed below. PMI sent a **** CPAP machine to us; we returned it on May 13th, PMI received it on May 16; confirmed receipt by phone call that I initiated. My Dr specifically called for a Philips ResMed ("The order was written for a ResMed. Our doctors don't want our patients to get ******. They are not quality machines so Im glad you sent it back!"), this communication is from May 18th.Money to pay for this was taken from our *** account, in the following amounts:5/17/22 $187.05 5/17/22 $6.72 5/17/22 $29.38 5/17/22 $278.08 5/17/22 $83.19 Total: $584.42 None of these transactions gave a specific itemization making tracking details of the expenses difficult.As of August 21, 2022, three months after the return of the equipment, we have not received any reimbursement that we can trace back to this return.I have contacted the ***************** to see if there is anything I can do to expedite this process, and they have been cooperative. I have contacted the *** agency, they too have been cooperative but unable to effectively work with PMI to get these funds reimbursed.I have contacted Performance PMI times and have been told repeatedly to call back next week - "some one is working on it" - calls have been made on June 10th, August 3rd, August 9th and August 16.

  Business Response

  Date: 08/23/2022

  Our billing Director has been in contact with ****************. She spoke to his insurance company and explained that his specific insurance company pays the patient who then pays us as he is enrolled in a "pay me back" plan. We never received a payment directly from the insurance company. The billing Director emailed **************** the information to call his insurance company and speak to the same person she did for more explanation. She asked him to call her back by the *** 8/23/22 if he has further questions regarding his billing here at Performance Home Medical. 

• Initial Complaint

  Date:07/28/2022

  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 requested CPAP supplies from PHM when they called about the 30th of June. On the 5th o July I received an email stating I needed a new prescription for the supplies. I immediately contacted my ********************* and requested a prescription be sent. I was assured by follow-up email that the prescription was emailed to PHM that day. As I was on a trip to ****** I asked my husband to follow thru if the supplies weren't delivered. I returned on the 19th of July and no CPAP supplies were not here. My husband said he had called and the supplies had been shipped. I called PHM on Tuesday, 26 July, to ask the status of the supplies - the clerk answering the phone couldn't tell me a status. I asked to speak to a supervisor. The supervisor wasn't available but would call me back that day. I called today asking if I was going to be able to talk to a supervisor or find out where my supplies were. I was transferred to **************** for that info.. I have just spent 45 minutes on hold with no response. I need help getting my supplies and finding out why it is taking so very long to get these supplies.

  Business Response

  Date: 08/02/2022

  Patient requested resupply order on 6/30. At that time, it was noted that the patient was in need of a new prescription. The patient's renewal prescription was sent out early on 5/8 to prevent a lapse in coverage. Once we were in receipt of her new order request another prescription was sent to the MD on 7/5. Unfortunately,when the MD responded on 7/11 they sent in a blanket prescription which is not accepted by the patients insurance. The follow up prescription was received from MD on 7/15. The order was then reviewed for processing on 7/19.
  Per the patients insurance rules we must make contact within 14 days of shipping items to the patient. For this reason, the patient was called on 7/19 and a message was left confirming she wanted her supplies before we could ship them.At this point it had been 20 days since last contact with the patient. On 7/29 BBB complaint received stating she wanted her supplies. PHM took the receipt of this as confirmation that she still wanted her supplies, and they were expedited with shipping confirmation emailed to her.
  On 8/1 Director of Compliance followed up with patient and explained the need for contact per insurance rules. As explained the date of order to date of shipment must be within 14. Director of Compliance let patient know she would respond to her BBB complaint and ensured patient had her direct contact information for any future issues that *** arise. 

  Customer Answer

  Date: 08/09/2022

   
  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.  While it is noy completely accurate, I did receive my supplies.  Thank you
  
  Sincerely,
  
  *****************