ComplaintsforOne Homecare Solutions, LLC

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ive been without a mobility scooter for 2 weeks. *** called them repeatedly and they never call back they send a delivery person to drop off the incorrect e-scooter. This has happened 4 times now. I called today and I was told my order was canceled because I refused scooter yesterday. The driver called and explained they have the wrong one again and will speak to dispatch I decided to call today and see what the status was because Im trapped home for 2 weeks while they continue to mess up and not call **** was told since I refused order it was canceled. So they never came a drive calls to inform they messed up again so they canceled my order. Ive called this place many times asking for a manager to help get my equipment. Apparently 2 weeks is asap to them. Ive been asking for a corporate number. I just want to be able to have me freedom again. I dont get to pick where I get my equipment from but it would not be from One Home

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  When I call to Make an order they make excuses not to send me my order I have to have liquid food this is very aggravating it happens every time I call and they make up excuse why they cant send me my supplies

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered June 2023 my Cpap supplies full face mask size small. One home has sent 2 different therapist bringing a size medium as well as mailing them.they insist that I wear a size medium adjusting it and its way too big for me. The company has been giving me problems every time i order this equipment but this time is taken 3 month and still waiting.Their customer service keep telling me they are escalating the issue to the respiratory coordinator and will call me, all they do is send me a cushion size small and nothing else

• Initial Complaint

  05/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submiited an order to ************* Solutions on May 16, 2023 for my cpap parts for my cpap machine that I rent from them. To date, I have not received one item from them. Me and my wife *** have been calling ************* Solutions numerous times this past week regarding my order for cpap parts only to get the run around big time. I have never dealt with such a disreputable company in my life. They keep telling me the products will ship out but now I am told 12 days later they are waiting on parts from the warehouse. My wife *** and I contacted them several times on May 24 and spoke to two supervisors in customer service - **** and **** and spoke to the supervisor of their respiratory ***** *******. ******* stated she was preparing a ticket to ship out my products that day but never gave me a fed ex tracking number. On May 25 my wife and I called One Home several times and spoke to an ***** and later a **** in customer service. Both told me and my wife the items SHIPPED out but had no tracking number to give me. They both lied to us that the items were shipped out. I know this because then on May 26 my wife and I spoke to a customer service rep named ***** there who contacted the respiratory department there and she spoke to ******* again. The same ******* that promised me the items were going to be shipped out on May 24. Now she is telling ***** they were waiting for parts to come in -in total contradiction of what she told me and my wife *** on May 24. I am receiving nothing but the run around from this company and being lied to. I have copd and I desperately need the parts. I emailed the Ceo ****************** twice and Mr. ****** the president twice with zero responses from them. Thats how much they care. Attached are those emails. If you check previous complaints to your **** regarding One Home you will see other customers have gotten the same run around too. They are simply refusing to send people parts but yet billing ********* Could you please possibly expedite this matter and find out why I have not received ANY of my parts? I have copd and I must have these parts. This company is taking advantage of the elderly. This is the only cpap company my ******************************* Plus uses. I have my cpap machine with One Home. They used to be a far better company but now they have gone down the tubes. They never have parts. I don't believe a word they say now because I keep catching them all in lies and they have no home office to contact and no executives that get back to us. This company most certainly has parts in their warehouse. Thats what they do. Distribute parts. They are holding back on supplying their customers with dire medical supplies to save money in my opinion.

  Business response

  06/13/2023

  ***BBB Has Received The Business Response***

  In response to the BBB complaint received.

   

  There was a breakdown of communication at the branch/fed ex level that affected our communication. All of the supplies we needed to send to the patient were not on stock at the time the order was received 5/16.   Delivery ticket was created by ********************** on the same day that the order was order received and submitted to **************** to be ship on 5/17/2023 however, the order delayed because the mask was not on stock, and the member was not contacted explaining this.

   

  • Mask (out of stock)
  • Tubing
  • Filters

   

  The member was not notified within the proper time frame.  Partial items were shipped 5/26 and 6/1 fulfilling the order.   We have reached out to the member to apologize for not reaching out sooner.

   

  We have implemented a process to assure this does not happen again.

   

  Thank you,

   

  Customer response

  06/13/2023

   
  Complaint: 20113647
  
  I am rejecting this response because:
  I received all the items but I am still short a few filters.  I received some of the filters on 6/10 however they only sent me 4 and I am entitled to 6 or 7 as it's a 3 month supply and I use one filter every 2 weeks per their instructions. 4 filters are not enough. After making me wait weeks for my items they still didn't send the correct amount. 
  Sincerely,
  
  ***********************

  Customer response

  08/02/2023

  ***BBB Received Additional Info From Consumer***

  I received your message today. Yes I finally got the parts after a couple of months of waiting. They came in drips and drabs and left out a filter but at this point I think we can close the case. Every 3 months I have to order from them so I hope they don't jerk me around next time claiming they are waiting on parts etc. I personally think its stall tactics. I had contacted their executive offices too and ***** had responded to my initial complaints either. Not the greatest company unfortunately  but they are on my ******** plan so I have no choice but to use them for my cpap machine.
  

   

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ***See Attachment***

• Initial Complaint

  10/26/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  company lies provides poor service does not provide essential medical supplies in a timely fashion does not cooperate with insurance is arrogant toward patience just to name a few things

*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. ↩