ComplaintsforH D I S

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 16, **** - My 88 year old mother has been purchasing incontinence products for years from HDIS. Recently, she fell, and after spending several days in a hospital, my mom was transferred to a nursing home for rehabilitation. During this time, she received two cases of products from HDIS. Seeing HDIS has a "GUARANTEED MONEY-BACK RETURN POLICY" which states "...YOU MAY RETURN ANY UNOPENED PACKAGES WITHIN 60 DAYS DAYS FOR A FULL, NO-QUESTIONS-ASKED REFUND" and "...NO RESTOCKING FEE..." I contacted HDIS customer service **** ******* to return these cases. ****** came across as annoyed, and sometimes outright rude to me, and told me there would be fees (shipping, restocking 25%) to return the products. When I asked ****** about the HDIS return policy, ****** told me it does NOT apply to my mother's order because "YOUR MOM CHANGED HER MIND." I said my mother FELL and an ambulance took her to the hospital! ****** then informed me yet another case was just shipped. I told ****** how disappointed I was and that I would not be returning the products because of the fees. I have since donated two cases of the products to a local women's shelter, as I cannot deal with this type of customer service. I am still waiting ********************** of the third case. I am truly upset with how HDIS treated my 88 year old mother who was a loyal customer for years.

  

  Business response

  01/22/2024

  Customer was contacted today, 1/22/24 as a follow up to this complaint. A refund in the amount of $127.93 has been processed and we will be picking up (free of charge) the remaining product for a later refund of $68.99. We certainly understand the disappointment in how this situation was handled. We will be following up with additional training on when exceptions should be made. This is definitely an exception needed situation and we apologize for all the frustration we caused. 

  Customer stated she was pleased with our resolution and will follow-up on this complaint once the last package has been resolved and credited. 

   

  Customer response

  01/24/2024

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to contact HDIS by way of telephone and website since Monday, September 25th and there is a recording saying they are having technical difficulties and to try again. Four days of not being available has a medical supply company, primarily for seniors without explanation is horrible. Same thing with their corporate office number. We purchase medical supplies for my Grandmother from HDIS and do not understand why all points of contact have been not available. Are they out of business or possibly been hacked?

  

  Business response

  10/16/2023

  We contacted the customer on 10/12/23 to follow-up on this complaint. HDIS was out of service from 9/26-9/29 due to a hardware malfunction. After explaining the situation to our customer, she was relieved to know that we were still in business and able to serve her. The situation definitely caused some delays in service, however, once the system was back up, we were able to tend to backlog of calls and orders and process them quickly without even further delays for our customers. 

  Customer response

  10/17/2023

  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I do not know why they would not accept the first check I submitted. I have requested for them to send the check back so I can write another check but I do not feel comfortable writing another check for the same amount as the first one. They continued to harass me for payment. When I have already sent a check for payment. They did not give me a reason as to why they did not cash the check. The items I received I do no have any complaints. I would like for them to cash the *********** or mail it back and I will write another check for the same amount. I do not have a problem paying what I owe.

  

  Business response

  09/08/2023

  We apologize for this oversight. After reaching out to the customer, the decision was made to discount the open balance, bringing her account to a zero balance. She was more than please with this resolution and will give HDIS another opportunity to serve her in the future. A confirmation letter has been sent to the customer as well. 

  Customer response

  09/15/2023

  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.  I would like a letter of confirmation from them. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  They are sending incontinent Care to my mother. Everything was fine until a month ago. My orders would be mixed up and that was taken care of. They got automatic order back on track. They were not taking out automatic payments and the bill was coming to me with a zero balance. I talked with them today and they stated that I owe $399. and some change. I thought this was taken care with the person that I spoke with previously. They stopped the automatic payment in January of 2023. They stated the balance was for 6months and that amount is way over the amount for six months. I did not receive anything notifying me that the automatic payment had stopped and that there was a balance due. I feel like they held this back to get extra money. Invoice# *******, account number is *******. I would like a billing adjustment.

  

  Business response

  06/06/2023

  Customer has been contacted in regards to the billing situation mentioned and has been given a small compensation as a result of the error. Going forward, a payment plan has been established that will keep billing up to date and her account will be monitored by a supervisor to ensure everything stays on track. We apologize for the oversight and want to make sure our customers have nothing but positive experiences with HDIS. We truly appreciate the opportunity to resolve this matter. Thank you. 

  Customer response

  06/11/2023

  Ms. ******* reached out to me  introducing herself as a manager/ H D I S. She saw the error and offered me a $20 discount  on my next order I was hesitant but I excepted the offer due to the fact I didn't  want my Mom's incontinence care product  to stop. But still have to pay the amount 

  Customer response

  06/11/2023

  Complaint: 20095503
  
  I am rejecting this response because:
  
  The oversight  wasn't my fault. I feel it's  unfair  I'd  still have to pay large balance at once. I'm on a monthly income that's less than  $2,000 a month.
  
  Sincerely,
  
  *********************

  

  Business response

  06/13/2023

   

  After speaking with this customer again, we were able to clarify the billing situation and came to a ************** plan that was more comfortable. We will continue to monitor this account to make sure all future payments are applied accordingly. A supervisor has been assigned to work with this customer ongoing as well. Customer stated she was happy with this resolution during the conversation. Again, we share our apologies for the billing oversight and will ensure this does not occur again in the future.  Thank you for your patience and understanding. 

  Customer response

  06/22/2023

  ****************, reached out to me regarding my rejection to this matter. She offered me a much better payment  arrangement and I  accepted  the offer. **************** instructed  me to please reach out to her if any discrepancies occur after our agreement.  Thanks again for all your help.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We used their services. They continually send emails. I unsubscribed with them. I called and unsubsribed over the phone with them. They continue to send me emails when I asked them to stop.

  

  Business response

  12/01/2022

  The customer requested to be removed from emails on 10/6/2022. After checking with our Marketing team, the customer was removed from our internal email system, but not our Marketing system. As of today, this customer has been removed from all email systems. We also have the option at the bottom of each email for any customer to "Unsubsribe" themselves. We apologize for the oversight on our end and have put measures in place to ensure both of these steps are taken when a customer wants to be removed in the future.  Thank you for bringing this situation to our attention. 

  Customer response

  12/02/2022

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4 consecutive months of issues in receiving incontinence products for my child. Each and every single month it has been blamed on their new computer system. Let's just call it the system. This company calls more than bill collectors when they want to ship and collect on sales but the same can't be said for customer service. Missed the fact that after confirming my order that the script needed to be renewed yet no one noticed or let us know. I had to call to check the status only to be told then it wasn't being filled. That was over a week later and then they "can't find" fax of the new script 5 days later and now after sending another script over from the Dr "it's only been 2 days, it takes on average with the new system 5 days to post." So, this is the second time with no supplies for a full month so we've had to scramble and find other supplies locally. Previously they shipped empty boxes to us. ***** Refused them but neither ***** or HDIS informed us so I had to track it all down myself again. "We can't make outbound calls for those issues". There have been other issues as well and always, seriously, always I am told it's "the new system".

  

  Business response

  10/24/2022

  Customer was called on Friday 10/21. His full order was expedited to him to be delivered the next day. In the meantime, we have reached out to the doctor office to hand hold receiving the updated prescription in order to continue sending orders. We transitioned to a new system mid-year and are working through some normal bugs that accompany a new software. We truly apologize for any delays as we want to avoid any negative impacts to our customers as much as possible. We appreciate this customer bringing this situation to our attention and will continue to work with him until we have the proper documentation needed. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am getting ************ supplies from this company. August supplies were shorted, I only received one box, the gloves and pad box either was lost or stolen from my porch. I live on a busy corner and packages will get stolen if put in the front on the front porch so made arrangements for a large label requesting to leave the package three steps away on the side porch. This has not EVER been followed by their delivery.Five days after receiving the bed pads I called them to let them know! They said they would send a replacement. immediately. I waited another two weeks without receiving the replacement, so contacted them again. They said they stopped the replacement, so to wait and see if it came, but would send it. I e-mailed them multiple times, chatted with them multiple times, and called them multiple times, either getting "I'm only the self pay department", "I am sorry we are closed for lunch", "I'm sorry we are closed for the day" or five e-mails not answered. This is September 9, 022, and I called again today, getting the same answers, so asked to talk to a supervisor stating that it is on it's way, but I would not get a September shipment because they can not bill medicaid for the replacement. This was not my fault, and I am going to be put back an entire month, also excluding a whole month of bed pads, because of their incompetence and latency of the issue. I was ignored a whole month, now they are worried about getting their pay from medicaid. Not worried about the customer going without a complete order. I am elderly, disabled, as well as economically challenged, yet they purposely delayed the shipment of their replacement a whole month to get out of paying for the loss themselves. When I tell them I am going to find another company, they simply tell me "we'll hate losing you". It is not MY responsibility to lose my items in shipping, it is theirs!

  

  Business response

  09/15/2022

  Customer's order was shipped on 8/18 (2 packages).  Only 1 package delivered.  Customer states that she never received the 2nd package.  We then reshipped the 2nd package on 9/2, but that package was turned over to the **** by ***** and now we have no more sight on that package.  The tracking info says that it is in ****** CO, but it’s been 10 days since we sent the reship of the 2nd package.  We called ***** and was told that since they gave the package to the ****, there is no way to track it down and/or ask for it to be sent back to HDIS.  We are overnighting the customer the products that were in the 2nd package that she never received. She will still be eligible for both September and October orders so there is no interruption in her ongoing orders. 

  The customer was satisfied with this resolution. 

   

• Initial Complaint

  11/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to contact this company for several weeks. I have left messages and no one calls me back. I have used this company for myself and others as a care giver.

  

  Business response

  11/11/2021

  We have been in contact with this customer and she was very grateful for the call. She explained she didn't know how else to reach us so she filed with the BBB but really didn't want it to be a negative effect. She stated she would retract this complaint based on the fact we were able to reach her.

• Initial Complaint

  07/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My grandson, ***** ****, receives monthly incontinence supplies from HDIS around the 22nd-24th of each month. The problem started in May, 2021. My usual email stating that the shipment was on its way had not arrived on May 20 so a few days later I called to see what was going on. They said *****’s insurance had not sent the authorization paperwork. I then called the insurance which is Superior and they didn’t understand what I was talking about so I called HDIS back and then they called them which they should have done when they did not receive the necessary paperwork in time. They should not have waited for me to inquire why the shipment was late. A few days later when they had the paperwork they sent the wrong size diapers plus a missing pkg of wipes. When they corrected the shipment they said future shipments will be up to two weeks later!!! Said since the reshipment went out later the insurance will not authorize the usual shipment time. That is False Superior said the 20-24 works

  

  Business response

  07/12/2021

  The original reason for the date of service being changed was due to the PA not being received in time for a May order to be sent and delivered around the 22-24th of the month.  Once the PA was received, we were able to confirm an order for the customer.  However since the replacement products were out of stock and on backorder did not fit the customer, and a new reship  was done, this changes the date of service for the account and when we are able to send the next order to the customer.  With the date of service changing with the reship of the briefs, all products date of service gets changed to the next possible date an order can be shipped. 

  
  Now that the customer confirmed and was shipped their 07/02/2021 order, the customer will be back on track with receiving an order every 30 days (if the order is confirmed).  However, the order will now come at the beginning of the month versus the 22-24th of the month due to the date of service being changed. 

  
  To off set the 7 days where the customer went without briefs and wipes, we will be sending her a package of 48 briefs and 1 package of wipes. 

  
  The next full month order was sent to the customer on 7/2/2021 and was delivered on 7/5/2021 and the next month order for August will ship on 8/1/2021 as long as we receive a confirmation for that month’s order.

  
  Spoke to the customer on 07/08/2021 and advised that we will be sending the additional package of briefs as well as the package of wipes and she was satisfied and thankful. 

  Customer response

  07/12/2021

  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.
  
  Sincerely,
  
  ***** *****

  Customer response

  01/19/2022

  I had one good month of ordering supplies from the company.  I ordered again and then got an email saying that prior authorization was required.  They got that from us.  Then they told us that some of the supplies (diapers) were not in stock.  The other supplies were available but they wouldn't send it.  

*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. ↩