Complaints

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

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  VGM Homelink

  PO Box 78492 Milwaukee, WI 53278-8492

• 

  VGM Homelink

  PO Box 142 La Crosse, WI 54602-0142

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:07/07/2025

  Type:Customer Service 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 do not have that providers for the services they claim. There are no providers in my county and every single one they claim in their ghost network does not participate. I know this because I was told to find one myself and see if they participate Ive emailed and called Homelink since mid May and its now July. They make claims of service that are absolutely unavailable! I called again today and told an actual agent who then simply transferred me to the voicemail of the agent who continues to ignore me. I am a disabled retiree due to significant back pain yet I cannot get treatment since initially asking starting in 2024! I understand all these insurance companies are cutting corners however this particular one is my first experience in truly awful customer service and phony ghost networks. I absolutely will be dropping this provider at my earliest convenience. They require their clients to do all the leg work in providing services. Ive been referred to the same provider 3 times after I informed Homelink this provider has never heard of them! Ive copied the manager on emails and still I get no services or a response from anyone. A

  Business Response

  Date: 07/11/2025

  Hello,

  HOMELINK is actively addressing the customer's concerns. Please note that ********************** is not an insurance company; we are a national provider of ancillary healthcare services for the Private Healthcare and ********************************* Insurance companies refer patients to ** to utilize our network of local medical service providers and facilities for equipment and services.

  In this particular case, the customer resides in an area where our local facility network for this specialty service is currently being expanded. This expansion aims to improve the success rate of securing this service for patients. Upon reviewing this patient's case, I have identified communication delays and opportunities for the coordinator to close gaps in the referral process. These issues have been communicated to and addressed by the coordinator's leadership.
  

  If the customer has any additional concerns, please have them reach out to me directly at *************************.

  Thank you!
  

• Initial Complaint

  Date:06/06/2025

  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.

  see attachment

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to review and resolve this issue. HOMELINK coordinates the billing for *** *** Orthopedics AKA DJO. We received the request from DJO on 12/27/2024 to submit bills to insurance for a wrist brace and brace padding that were dispensed to the patient on 12/17/2024 that were ordered by Dr. *** ******. HOMELINK submitted the bills to the patient's private group health insurance for payment and the remaining amount that has billed to the patient was deemed to be the patient's responsibility or their co-insurance amount after insurance payment has been received. 
  
  Unfortunately, HOMELINK does not have a phone number on file for this patient as it was not included with the information from DJO, but if the patient would like additional information or for the invoice to be explained further, they can reach out to HOMELINK at ************. 

  Thank you!
  -Manager of Quality

• Initial Complaint

  Date:12/14/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ****** *****

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to review and resolve this issue. HOMELINK has been in contact with the customer to ensure they are informed about our quality review and findings following their complaint. We identified that a miscommunication between us and the patient led to HOMELINK billing for services not provided by our medical service provider. The patient purchased the requested items out of pocket from an alternate provider and that HOMELINK's in-network provider was not utilized. 
  
  HOMELINK has submitted a voided claim to the patients insurance, which will remove the claim from their account. Additionally, we are having conversations and coaching sessions with the representatives involved in this patient's referral to address the challenges the patient faced while attempting to resolve this issue directly with HOMELINK.
  Thank you for allowing us the opportunity to review and resolve this matter while improving our service for current and future customers.
  

  -Manager of Quality

  
  

• Initial Complaint

  Date:07/03/2023

  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.

  Received a debt collector notice for an invoice that I have either previously paid or never received. The date of service claims to be in 2019. This feels like a scam. I am not familiar with the vendor, the amount, nor any sort of attempts at previous collections.

• Initial Complaint

  Date:05/16/2023

  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.

  Home link is charging me every month for my cpap witch I have owned for over a year and a half and they said after 1 year it be paid off so I call them and they said Im getting charged for cpap supplies still I ordered them like 4 months ago and keep getting bills for the supplies there saying. *** got in contact with them and they say they dont know just give me the run around or that its for my cpap supplies nothing ever in depth. So I called them again and they said once I pay off my balance I had built up of over 500 every thing would be paid off witch is the cpap supplys included. I paid it off and a month later got another bill. I feel like the billing will never end ** getting the run around and charged for things that should be paid off. Would hope to get refund if ** getting over charged and want this billing to end that makes no sense. I have talked to like 10 different people and always get same answer that its for cpap supplies that should be well paid off. I think there thinking I order my supplies regularly I order a bundle of supplies 1 time only and should not be getting all these bills.

• Initial Complaint

  Date:01/19/2023

  Type:Billing 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.

  Just got a collect bill I know nothing about

• Initial Complaint

  Date:12/20/2022

  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.

  VGM Homelink put a collection on my credit report for $211.00. This dropped my score by 69 points.I have never used this company or any of their employees for ANY service. I should no invoices from this *** at all. I have tried to contact them numerous times, with no luck at all. I want this fictitious charge removed ASAP, and my credit report corrected.

• Initial Complaint

  Date:11/09/2022

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This was not a response. All they did was ask for more time.
  Regards,
  
  ***************ll I have received from VGM Homelink, but often with difficulty. Often they reject electronic payments from my bill pay service and the bill pay service ends up sending a check, so I have started paying directly to VGM Homelink on their website.I tried setting up an online account, but it doesn't work even though they say I can access it.This is the most frustrating company to deal with. I am amazed anyone would choose to have them do their billing.

  Business Response

  Date: 11/18/2022

  Hello,

  HOMELINK is actively investigating this issue internally and with our patient payment partner to see what the root cause of the issue may be. We are requesting additional time to provide more detailed information to ensure that we have all of the informaiton to provide. 

  Thank you,

  *****************************, Manager, Quality 

  Business Response

  Date: 11/22/2022

  The communication the patient had was most likely with our patient pay partner TSA and we have confirmed with them the balance due is $40.69. It appears there was an issue with the data that pulled into the itemized statement that was sent to the patient and there appears to potentially have been some communication that both likely caused confusion for the patient.There was a newer coordinator that was attempting to handle communication and misspoke.Our Management team has addressed this to ensure patients are transferred to the appropriate departments in effort to help them quickly and appropriately. I have been trying to attached the full account info. to this reponse but it continues to advise it is too large. I will email the patient directly with this information. 

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]This does not address my concerns. Why did I get the letter threatening collections for an amount I never received a corresponding bill. See attached. The balance their response refers to includes one sum that was already paid. See attached. And includes two balances I just received bills for and are due next month. They also didn't address the balance for April 20, 2022 that wasn't submitted to insurance  but just was and turned down because it was too late. According to my insurance they need to submit an appeal or are they going to eventually submit a bill to me for the entire amount.
  
  Regards,
  
  ***************

  Business Response

  Date: 11/28/2022

  HOMELINK's billing Manager has attempted to reach out to the patient directly to discuss, and an email was also sent in attempt to resolve the patients concerns. Please have the patient call ************ and speak with **** to go over the specifics. There is one bill that was an error on our patient payment partner (TSA) for $14.47, the patient is correct and not past due per our system accounts. Payment receipt for $1602 we received on 11/9,however our billing department is currently working on posting for 11/7 so this should be applied in the next few days. The services dates referenced for April we show that the referral has been billed and HOMELINK is awaiting payment from insurance. We are following up with them on this referral in effort to resolve these issues. For more information and a detailed explanation please call HOMELINKs Billing Manager, **** at ************. Thank you, ****** 

  Customer Answer

  Date: 11/30/2022

  [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 assuming they follow through with what I have discussed with ********* 
  
  Regards,
  
  ***************