Complaints

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

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• 

  Supercare Inc

  8345 Firestone Blvd STE 210 Downey, CA 90241-3871

• 

  Supercare Inc

  PO Box 844163 Los Angeles, CA 90084

• 

  Supercare Inc

  PO Box 844163 Los Angeles, CA 90084

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:08/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Supercare is asking for payment for an oxygen tank we don't have. They are asking for $1,727 in payment for the oxygen tank and are frequently holding up necessary orders of other health items due to the balance. In December 2022 ********* had a scheduled surgery at USC ****, after her stay at **** she was transferred by medical transport to a skilled nursing facility, the oxygen tank was at USC **** and was apparently not transported with her. ********* is bedridden and was not necessarily aware the oxygen tank was there for her, or her property to be worried about. Months later SuperCare is looking for this item, they have come to where ********* now lives to look for it, we don't have it and have not had it since it was at USC **** sometime in December and January. We reached out to USC **** and they don't have it either. All of Supercar's equipment has their sticker and phone number so if it was found they could be called. My assumption is that they do have the oxygen tank and are still trying to bill us. Supercare is becoming aggressive in trying to collect the payment stating that there are no options to contest the bill, that it has to be paid or it will be sent to collections. We are given the run-around when trying to order more supplies that *********'s life depends on.

  Business Response

  Date: 08/31/2023

  Subject: Resolution for Oxygen Tank Issue and Billing
  
  Hello
  
  We understand your frustration regarding the oxygen tank billing issue. We apologize for any inconvenience caused. After reviewing the situation, we've taken the following steps:
  
  1. **Billing Adjustment:** The $1,727 charge for the oxygen tank has been removed from your account due to the oversight in delivery.
  
  2. **Supply Orders:** Your future supply orders will not be delayed due to any previous balances. We're committed to ensuring timely deliveries for *********'s care.
  
  We apologize for the confusion and assure you that *********'s care is our priority.
  
  Thank you for your patience.
  
  Supercare Customer Support

  Customer Answer

  Date: 09/16/2023

   
  Complaint: 20402535
  
  I am rejecting this response because: We already paid approximately $1,200 for the oxygen tank because otherwise they wouldn't have let us order any more supplies, I couldn't wait this long for this response. Does this mean that there will be a $1,200 check sent to me for what I already paid for the oxygen tank? 

  On Sept. 6th I received a call from Supercare saying that they no longer accept my insurance, ******** Advantage Aetna PPO H5221-333, so according to them I can't use them as a supplier anymore. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/12/2023

  Type:Sales and Advertising 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 ordered a CPAP machine from Supercare. The Cpap machine is around $500 retail price (if I directly purchased from them) but Supercare has charged my insurance and me total of $1600 so far. This is excessive and I have complained to them multiple times but they have not taken any action

  Business Response

  Date: 08/31/2023

  Hello- 

  Claim was adjusted 8/28- Pt was billed in error and bill has been resolved. 

   

   

• Initial Complaint

  Date:06/22/2023

  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.

  They sent me a bill from December, 2022 in April 2023 saying I owed money to buy my C-PAP machine. I called and they said they were unable to contact my doctor. The same company got my prescription from my doctor so I don't understand why they are having a hard time contacting him. They've sent me four bills. The first two were the same complaint about not being able to get ahold of my doctor. The third they wanted the date I saw the doctor, which I provided. The fourth bill they said I wasn't complient. They've asked me twice only for my SD card and that was last year. I was on the phone with them again today and I got an address to send my card. So it's one or the other. They aren't replacing my mask or hose like they are supposed to, every six months. I got my mask and hose replacement fourteen months after I got the **** machine and I had began to beg them for a new mask six months prior to this. They sent the mask, wrong size, resent wrong size again and then they wouldn't send me mask without a prescription. I pointed out that MediCal had already bought the mask that I returned and I told them I doubted they reimbursed MediCal. I then got my new mask. Then I had to beg them for the filters. I only received two replacement filters prior to April of 2022.

  Business Response

  Date: 08/23/2023

  Hello-
  
  
  Upon reviewing your case and the sequence of events you've described, I want to provide you with a comprehensive update on the actions taken to address each of your concerns:
  
  
  2. **Billing and Compliance Issues:** I'm pleased to inform you that your concerns have been thoroughly reviewed and addressed. Your patient balance has been recalibrated to accurately reflect the status of your compliance and the purchase. I can confirm that your compliance status has been verified and the purchase has been appropriately adjusted. Your current patient balance now stands at $0.00.
  
  3. **Component Replacement:** We understand the challenges you've faced in receiving timely replacements for your mask, hose, and filters. On August 1st, we successfully processed and shipped your replacement filters and mask as part of our efforts to rectify the delays you've experienced. We apologize for any inconvenience caused and appreciate your patience in this matter.
  
  4. **Communication Improvement:** We acknowledge the breakdown in communication and the delays you've experienced. We are actively working to enhance our processes to prevent such issues from recurring in the future. Your feedback serves as a valuable reminder of the areas we need to improve upon.
  
  
  
  Your satisfaction remains our utmost priority, and we are taking every step necessary to rectify these issues and provide you with a smoother experience moving forward. We are committed to regaining your confidence in our services.
  
  If you encounter any further challenges or have additional questions, please do not hesitate to reach out to our customer service team. We are dedicated to addressing any concerns promptly and ensuring a seamless experience for you.
  
  Thank you for your understanding, patience, and continued trust in our company. We look forward to serving you better and exceeding your expectations in the future.
  
  

• Initial Complaint

  Date:02/04/2023

  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.

  I have been trying to obtain a c-pap machine since last 2022 from Super Care Health. My previous machine's motor expired and a new prescription was sent to S.C. in September 2022 by my Doctor. I called SC. 2-3 x to check on status and the order was always pending. In December I was told they sent a message to a Doctor that I use to see who was retired. I was told to see my current doctor and send in a new prescription which was done in December 14, I was sent the copy of prescription as well.Since December alone I have called 3-4 times. They promise to call back and never do. I called again yesterday and spoke with ****** and she and her manager were going to work on this. ****** called the ******************* for a status and there was no answer. She promised to call by the end of the day. I'm still waiting the next day for a call back. ****** tried to assist me two weeks ago and could not reach Dispatch. I was promised to receive a follow up call which did not happen.Apparently Super Care is not Super and don't really care about health. I would not recommend these guys to anyone. I'm just stuck since I have *********

• Initial Complaint

  Date:01/24/2023

  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.

  I have a brand new CPAP. It is less than a year old and it has been making a loud noise for weeks keeping me up every night. I have called Super Care over and over. I even recorded the sound in case they wanted to hear it. It's the same story as the other complaints. I call and call and they NEVER call back. All they say is a request has been submitted. Weeks have gone by without sleep due to the noise. You don't need to be an expert to know it's broken. Their own employees can't even get through to the department they need to talk to confirm they will replace it. I have been waiting weeks just for a call to set up an appointment. Every time I call I request a call back and every time I get nothing. I requested to speak to a manager and they say they can't put a call through. Each time they do absolute nothing they refuse to put me through and say a supervisor will call and NOTHING. I am left with the distinct impression they are intentionally running the clock on the insurance company. This started the first week of January 2023 and I am now at January 24 with no solution, no sleep, and dealing with a company who could clearly care less. My insurance continues to pay for a broken almost brand new CPAP. If your own employees can't even get through to the right department how do you expect a customer to get their needs met. Worst customer service EVER!! I need a solution. I'm paying a lot of money for a broken machine!! I will be reaching out to CA agencies that issue licensing of DME in CA if I don't get a solution soon.

• Initial Complaint

  Date:12/19/2022

  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.

  11/30/22 - I called to return a rental wheelchair and wanted to schedule a pick up. Waited 35 mins to finally speak to CSR. She took down my information /and was told I would receive a call from ************* in the next 3-5 days. Never received a call back. 12/8/22 - Called back and waited over 40 mins. Gave up waiting and hung up.12/15/22 - Called back twice. Spoke to a rude CSR who was unwilling to help and hung up. Called again and spoke to CSR (******). He told me he has no records of my call from 11/30/22 and took down my information again and said Delivery person will call me to schedule pick up. Delivery person called shortly after to confirm my pick will be on 12/16/22 between 2-6pm at my Harbor City residence. 12/16/22 - I took off work to be home by 2pm for pick up. At 4:40pm, I called CSR (CJ) to see if pick up was still coming? ** initially said pick up is scheduled for 12/19/22 but spoke to dispatch and said they didn't have me scheduled for pick up for 12/16/22. He then confirmed my pick up would be Saturday, 12/20/22 between ****pm. I left work again to be home by 11am for the pick up. At 1pm, I called CSR (female) and she said my pick up is scheduled for 2-6pm. I told her I have to leave and that was not ** told me. She tells me there is nothing she can do and will email dispatch. Shortly after dispatch called and told me he can only schedule pick up at 5pm or Monday or Tuesday. He then hung up on me. I've been trying to return a rental wheelchair since 11/30/22. I have taken off work twice, called numerous times and wasted close to 10 hours of my time. This has been the worst customer service I have ever received. I will NEVER use or recommend Super Care Health to anyone.

• Initial Complaint

  Date:09/16/2022

  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.

  SupercareHealth supplied****************** Oxygen machine ******************************************************************** did not need the oxygen machine and we attempted to request they pick it back up. This went on for several months. I would call their call center, explain that I wanted the machine picked up and I was told someone would contact me to do so. No one ever did (they would say they did, but if they did, they NEVER left a message). This went on for months. I also emailed them and sent two letter requests, all unanswered. Meanwhile they kept billing my CC. Finally a couple months ago, they did pick the machine back up (this took 7 months to get this to happen). I then requested two months ago a refund for the many months the equipment was not used and not picked up. Weekly calls to their call center, I am told yes they will refund me around $300 but that management has to approve the refund. I call each week and last week was told that I should receive a check end of last week ( by 9-9-22). Still no check. By any honest standard, This refund should have taken a couple weeks to process. I have been waiting more than two months now.
  
  I have given them due chance to make this right and they are a big fail. My next step is to reach out to the ************************* Attorney General to request this company be investigated for fraudulent business practices of charging for un needed services. Currently I have notified our insurance company as I an sure they have continued to pay benefits for un needed services.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 8, 2022/10/28) */
  We are writing in response to an inquiry from your company Case # *******. We have investigated this matter, noted some errors. Our records show that this issue has been fully resolved and an appropriate refund issued. Please note that this case involves a patient. A full and complete response by SuperCare Health would require the disclosure of Protected Health Information, which we are prohibited from disclosing by the Privacy Rule and other provisions of the Health Insurance Portability and Accountability Act of 1996 (HIPAA). If we receive an appropriate HIPAA release, we can provide additional information which confirms our position.

• Initial Complaint

  Date:08/19/2022

  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.

  In November of 2020 I was hospitalized with Covid. Upon leaving, my doctor at the hospital required that I leave with a portable oxygen tank. In addition to that, Super Care Health also delivered oxygen related equipment to a family member at my house before I arrived home. I came home and recovered. I had the equipment for about a month and asked for it to be picked up, the company came and picked it up a couple weeks after. Starting this year, I started receiving bills from the previous years and so forth. I called the number on the statement when the bill was about ***** I was told an associate with follow up with an email. I didn't receive an email. I called back with my insurance and was told that I didn't return all equipment. Everything that was given to me was picked up, including the portable oxygen tank that was brought from the hospital; therefore, all equipment was returned. The associate helping me said that they would do an inventory check and email me back. It has been months and the bill is now ****** and increasing every month. I seek a refund and the stop of recurring fees to equipment that I no long possess.

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 8, 2022/09/26) */
  This has been taken care of and has now been resolved.
  
  
  Consumer Response /* (3000, 10, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company continues to send me new monthly bills. I have yet to receive any communication besides monthly bills from this company.
  
  
  Business Response /* (4000, 12, 2022/10/20) */
  We are writing in response to an inquiry from your company (Case #*******. we have
  investigated this matter, noted several factual errors, and strongly disagree with the assertions
  made. Our records show that this issue has been fully resolved. Please note that
  this case involves a patient. A full and complete response by SuperCare Health would require
  the disclosure of Protected Health Information, which we are prohibited from disclosing by the
  Privacy Rule and other provisions of the Health Insurance Portability and Accountability Act of
  1996 (HIPAA). If we receive an appropriate HIPAA release, we can provide additional
  information which confirms our position.