Complaints

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

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  HME Specialists

  3901 Masthead St NE Albuquerque, NM 87109-4481

• 

  HME Specialists

  611 Osuna Rd NE Albuquerque, NM 87113-1028

• 

  HME Specialists

  10801 Golf Course Rd NW Albuquerque, NM 87114-6378

• 

  HME Specialists

  2301 S Main St Ste A Las Cruces, NM 88005-3273

• 

  HME Specialists

  413B E College Blvd Roswell, NM 88201-7524

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:07/27/2023

  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.

  My mother has been a patient with HME Specialists since 2008. With the pandemic, her CPAP supplies started being sent later and later. She is disabled and on oxygen 24/7, the CPAP is a necessary medical product. The last order arrived on 12/15/2022, and after that they refused to send anymore until she paid her co-pay of 49$. She paid over the phone with **** and waited for the supplies to come. After three weeks, she called back and found out that the payment wasn't applied to her account and as such there were no supplies on their way. She paid another 25$ and was told as soon as the money cleared the bank, the supplies would be sent out. On 7/18, she called back and spoke to **** who said that there was an issue in the prescription and that the pulmonologist needed to update information on the length of need. The pulmonologist updated the information, and faxed the updated script to HME. I called back on 7/21 and spoke to ****, was told me that they hadn't received the updated script. Recalled the pulmonologist who refaxed the script at 10:30. Called and spoke to **** again who told me to check the status at the end of day to see if the team received the script. She gave me her extension and as instructed I called back at 4:34 where she told me that they had not only received the prescription, but had sent the supplies out overnight so my mother would have them by early the next week. As of today (7/27) the supplies haven't come in and when I called at 8:17, ****** told me that there was no updated prescription in the system and that there were no supplies on the way. When I explained the aforementioned tale, I was told that I would get a manager to call me back and as of 10:15 I am yet to hear from anyone. Between December and today, my mother has spoken to half a dozen employees of HME and still has nothing to show for it. This is frustrating and I can't imagine this happening to anyone else. I'm making this complaint on behalf of my mother and all the other customers at HME whose health is being put at risk due to failed bureaucracy and a lack of accountability.

  Business Response

  Date: 08/24/2023

  Ms. ****:

  We sincerely apologize for any inconvenience your recent experience has caused.  Although we never intend come up short on customer satisfaction, we appreciate you reaching out where you could and we realize that we have an opportunity to improve our services and communication.  

  Our Reimbursement Services Department researched the account history and found the PAP supply order was initiated on 6/3/23.  At this
  point, the patient had two invoices in collections for Date of Serivce (DOS): 12/5/22 for a total
  amount of $46.94.  The account total balance in
  collections was $46.94 and also had a current balance due of $31.43 for DOS: 3/23/22.  When verifying payments made, it was found that a check
  payment in the amount of $49.20 was taken when the supply order was initiated
  on 6/3/23.  No indication was made that this check payment was for an
  amount sent to collections, which resulted in payment being applied to pending
  invoices in error.  Check payment of $49.20 was then corrected to be
  applied to the collection balance of $46.94 and remaining $2.26 was placed
  towards the current balance due of $31.43.  Additional adjustments were
  made that resulted in additional credits to the patient in the amount of
  $5.59.  This changed patient’s current balance due to $25.84, this payment
  was collected in full on 6/29/23 and account was tasked to the requesting party
  to complete patient’s current order request. 

  Account currently shows an
  unapplied amount of $47.15 which is noted to be used for supply order on
  8/10/23.  It was noted that a member of our Reimbursement Services team has already spoken with the patient and
  billing issues were reviewed and resolved.   Please let us know if you have any questions at **************************** 

  Thank
  you.

• Initial Complaint

  Date:06/29/2023

  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.

  HME Specialists of Albuquerque overcharged for a Medicare-covered wheelchair rental. They charged me $181.84 for a one month rental, even though my insurance cost should have been $11.93. They refuse to take responsibility for their error. This occurred August 2022 and we have been trying to correct this overcharge since then.

  Business Response

  Date: 09/07/2023

  Mr. ****** ****:

  Regarding patient account #******.  After our review of the account, patient received a wheelchair on sales order #******* and was billed directly to the patient instead of to the insurance on file due to an input error in the active date of the insurance.  This has been corrected.   

  Since correcting the start date on the account and we will refund the patient $181.14.  On 9/7/2023, a Reimbursement Service team member called the patient and left a voicemail for return call to process the refund.

  We sincerely apologize for the inconvenience this may have caused you, and we look forward to speaking with you soon to remedy the situation.  Thank you for allowing us the opportunity to serve your healthcare needs.

  Customer Answer

  Date: 09/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  HME Specialists NEVER called, nor did they leave a voicemail on 9/7/2023. I have not received an offer for reimbursement, have not received reimbursement and so this complaint is NOT resolved.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 09/13/2023

  Mr. ****:

  It has been noted that you called the Reimbursement Services Representative back on Monday, 9/11/2023 and we they were able to explain the findings and that you will be refunded for $181.14.  The call history is attached: one from
  09/07/2023 is the voicemail left and on 09/11/2023 is the call
  patient made to our Reimbursement Services Representative.

   

   

   

  Customer Answer

  Date: 09/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I am still waiting for HME's reimbursement. I was promised this reimbursement, but as of today, have not received it. I will not close this case until HME reimburses me for this charge.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 09/20/2023

  To Whom This Matter Concerns:
  
  Despite this case being closed in our BBB Business Profile, I am writing to update the status of the referenced com-
  plaint, in which the consumer notified your agency that they were unsatisfied with our response.
  
  After an additional review, HME Specialists has determined that a refund is due to the consumer, and I was able to con-
  vey that message via telephone (with him) this morning (9/19/2023). While this error caused an unpleasant experience,
  we were able to take advantage of this opportunity to re-educate staff and tweak our process to prevent a similar issue
  in the future.
  
  We, at HME Specialists, express our sincerest apologies for the inconvenience and disagreement due to this occur-
  rence. HME Specialists is constantly aimed at delivering the best services to our customers, like Mr. ****, and we hope
  this unintentional mistake will not break the bond we have built over the years and that he will continue to consider HME
  Specialists when the need for durable medical equipment arises.
  Very respectfully,
  ** ********
  ******* ** ****** ********* **** ******
  Compliance Officer/Director of Compliance/Quality
  *****************************
  ******* ************
  ***** ************* **** ****

• Initial Complaint

  Date:06/28/2023

  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.

  I called on 06/01/2023 and spoke with ***** regarding my catheter prescription order. ***** advised that he would fulfill my request and I will be receiving updates regarding my order. On 06/05/2023 I received a text message update stating that additional documentation is required from my provider however no action is needed from myself. As of 06/19/2023 I called and I spoke to ******** who advised that a check in with the provider regarding the request was done however there was no update. She advised an urgent request would once again be placed out to my provider. On 06/27/2023 I called and spoke directly with a supplies supervisor by the name of *****. She advised that this urgent request was not done and it was solely my own fault this order has not been completed. She advised I needed to contact my provider myself to get this matter handled. No follow up was done by her team nor anyone at HME specialist that I was to contact my provider myself. Nor were any of the requests followed up on by their staff. The medical supplies requested are vital to my health and wellness and was blatantly disregarded.

  Business Response

  Date: 07/07/2023

  ********* ******:

  We would like to apologize to you for your recent experience.  Although we never aim to disappoint one of our valued customers, we fell short with your recent order.  As most Rx's expire after 12 months, we received your updated order on 6/27/2023.  Unfortunately, the order was inaccurate per insurance guidelines, and we requested a revised order.  This request was sent to the physician on 6/5/2023 and 6/27/2023.  Thank you for your assistance with calling your physician to expedite the order retrieval.  With your help, we received a revised order on 6/30/2023, however, that again had incorrect quantity amounts, which delayed the order further.  On 7/3/2023, we received a corrected Rx from the physician and are currently expediting the process of your order. 

  We fell short in communicating this process with you and we truly apologize for the inconvenience this has caused.   Should you have any other feedback, please feel free to contact us directly at ***************************.  

   

• Initial Complaint

  Date:06/21/2023

  Type:Billing 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.

  HME Specialists, LLC is attempting to collect unearned (late) charges for medical equipment rental. ************ says HME Specialists are late in billings.
  
  HME is not entitled to payments until ******* authorizes billings. Therefore, the late fees are UNEARNED fees.
  
  An HME Specialists informant told me all the offices are not using the same computer programs and the informant always has to double check two different programs to check accuracy.
  
  This complaint is being filed with BBB, because it literally takes and entire day to get a response from this vendor.

  Business Response

  Date: 07/07/2023

  Mr. ******:

  We apologize for any inconvenience you have experienced.  Your report has been sent to the leadership team of our Reimbursement Services department and a representative will be contacting you shortly.  In the meantime, should you have any other questions or concerns, please contact us at ***************************.  Thank you.

  Customer Answer

  Date: 07/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have tried numerous times to contact someone with executive authority, no response. This response does not contain any contact information for Corporate staff, nor departments.

  I now have copies of the cancelled checks from my bank to prove I am up to date in payments to HME Specialist  LLC, but billing which I have not paid a dime. The Dallas, Tx address is on the checks, the account number is on my checks. Therefore, since a Corporate Officer will not talk to me, I must assume the following: Incompetent billing, computer error or fraud.

  The Dallas,TX office cashed the checks, but the Albuquerque, NM has no record of the payments. Dallas needs to link with Albuquerque. Not my job to correct the failure in communication between the Dallas Office and Albuquerque. However, computers are not the cure all. People make mistakes, including programmers.

  Corporate executives have the authority and responsibility to fix billing problems, not ignore them by refusing to be available to respond to customer complaints. Perhaps HME should check their automated telephone system and billing/eceiving computers for errors.

  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ***** ****** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:06/12/2023

  Type:Delivery 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 have being trying to get my medical supplies delivered for a month and every time I tal to someone they lie to me a supervisor is going to call me and they never do then they lie again and give me the run around and I still don’t have not I need for a medical condition

  Business Response

  Date: 06/26/2023

  **** *****:

  Thank you for taking the time to provide this feedback.  Although it is never our intention to fall short of expectations, we realize that we did in this event.  Our Supply leadership team investigated this order and found the initial delay was caused by not having a signed Certificate of Medical Necessity (CMN) from the provider.  We requested this on 5/26/2023, and 6/1/2023. Once it was received, we saw a delay on our end in re-processing the order until 6/19/2023.  It has been noted that a member of our Supply team has been in touch with you by phone and has now set you up on our online reorder portal for ease of use to ordering and viewing future orders.  We do now have a logged and signed CMN and, as of this response, have confirmed that your supplies are en route to the address on file for an expected delivery of 6/26/2023.

  We take pride in providing exceptional service and take it serious when we fall short.  We apologize again for our delay and should you need any assistance in the future, please feel free to contact us directly at ****************************

  Thank you,

  HME Specialists

  Customer Answer

  Date: 06/26/2023

  [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.
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:05/25/2023

  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 incontinence order for my mother on 5/2/23 via their website (Order number ******). As of today nothing has been delivered and reaching out to them is nearly impossible. I tried calling for an update on 5/22/23 10:11 AM and was on hold for 53 minutes before I gave up; there is an option for someone to call you back but 53 minutes on hold seems excessive.
  
  They called me back 1 hour later; I spoke with *******. I asked for an update and she stated they were waiting on a new prescription from the Dr. I asked when they sent the request. She said she did not have a record but that someone from HME was supposed to follow-up on 5/18/23. I asked if someone had, she said no. I informed her that I placed the order since 5/2/23 (20 days ago) and that my mother was out of supplies. I asked to speak with a supervisor. She mentioned, *****, supply chain supervisor. She said she was on a another line and could not talk to me. I asked to have her reach back to me. I provided ******* my phone number and e-mail. I then asked to speak for the manager of the location. ******* stated her name is *********. She could not transfer me to her either. So I asked ******* to have either one reach out to me. As of the date of this complaint my mother is still out of supplies and no one has attempted to contact me.
  
  I also sent a request via their website on 5/22/23 and no one has reached back.

  Business Response

  Date: 06/21/2023

  Dear ******* ********:

  Thank you for alerting us to this situation.  We value your feedback and with your input we will strive to better our customer experience.  We want to apologize to you and your mother for where we fell short to meeting your expectations.  Although we never intend for long hold times, during peak call times we are experiencing longer than anticipated hold times and are taking action in the form of adding staff, staggering schedules, etc. to reduce extended hold times in the future.  Furthermore, as of this response, it has been noted that a member of our Supply department has spoken with you to explain the delay on the part of needed a valid prescription from physician before releasing the requested supplies for insurance to cover.  The physician's office explained to our office that a signed order would not be sent until the member was seen in office.  We fell short in communicating this information to you in a timely manner; our Supply department leadership noted that you were provided with additional lines of communication during your conversation to ensure future orders are processed timely.  At this time, we will await the order from the physician and process the requested supplies as soon as possible upon receipt.  Should you need to provide any additional feedback, please feel free to utilize this email address* ***************************.  Thank you for the opportunity to serve you and your family's healthcare needs.

  HME Specialists

  Customer Answer

  Date: 06/29/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The yardstick is "my mother has her incontinence supplies in her possession". I placed an original order for my mother on 5/2/2023, submitted to the Better Business Bureau for a resolution on 5/26/23, today is 6/29/23 and my mother has yet to receive her supplies.   Even from the date of the BBB complaint, it's been over 30 days and still nothing. 

  
  
  
  
  
  
  Regards,
  
  
  
  ******* ******** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:05/23/2023

  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.

  I have Medicare as my primary insurer and ********* ********** *** ****** ******** as my secondary insurer. I have been receiving CPAP/BPAP supplies from HME Specialists LLC (HMES) for several years, and Medicare and ****** have covered the costs. HMES stopped billing ******, and sent me bills. This is an error. I have called their billing department three times, left messages with my name, birth date, call back number, and a description of the problem. They never returned my calls. I left them a message with my ****** information.
  
  I want HMES to collect the money from ******, as they are supposed to, and erase my "debt" with past due charges. I do not owe HMES anything. They are supposed to collect the money from ******.

  Business Response

  Date: 06/20/2023

  Mr. *****:

  First,
  we want to apologize for your recent experience with us.  Though it is
  never easy hearing we’ve disappointed one of our customers, we appreciate you
  taking the time to share where we fell short so we can make the necessary
  adjustments going forward.  Leadership in our Reimbursement Services department investigated your complaint and found that the account was resolved
  as of 5/24/23.   According
  to notes in the account, patient was notified his balance was $0 and was
  advised that both of his insurances paid for the balance on the account. 
  The patient billed portion adjusted off in the amount of $12.70.  Patient
  does not have any balances in collections.  If you need additional information, please feel free to contact us at ****************************

• Initial Complaint

  Date:05/17/2023

  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.

  HME Specialists LLC provided me with CPAP machine as per my doctor's prescription. During my first visit on 3/29/23, I was given an invoice (Sales Order *******) that specified that my initial copay would be $141.87 and there would be an estimated rental payment of $16.28 for 13 months. That was the agreement I signed on. On the same day, I made the $141.87 payment. While I was waiting for the monthly payment of $16.28, I received today on 5/16/23 invoices (******** & ********) for $153.93. I have been trying over the phone to contact the company to get explanation why I am receiving a payment request different from what I agreed upon, but no one seems to answer the phone. I am suspicious that more payments like this might be directed my way. This is not acceptable to me. I am not sure if I would trust the company for further transactions, and I am not sure how I would order supplies going forward with this kind of misleading information from the company.

  Business Response

  Date: 05/23/2023

  Dear ***** ******:

  First, we want to apologize for
  your recent experience.  Though it is never easy hearing we’ve disappointed
  one of our customers, we appreciate you taking the time to share where we fell
  short so we can make the necessary adjustments going forward.  Leadership
  investigated your complaint and took action to immediately discuss the
  situation with the employee involved and re-educate on our expected customer
  experience.  We had a member of our Reimbursement Services team connect with you on 5/22/2023 via phone to provide additional information on the initial claim on 03/29/2023.  During the conversation it was noted that that that this claim would be higher initially since the ***** plus supplies would be billed.  Also, the amount is higher due to, at the time of service, the member's annual deductible had not yet been met. The representative provided a patient responsibility of $295.80. Though since the patient already paid amount of $141.87, the difference is $153.93. 

  ***** ******, thank you again for taking the time to share your concerns with us and again,
  we sincerely apologize for any inconvenience. 

  Should you have any further concerns or issues, please feel
  free to reach us at ***************************.

  Customer Answer

  Date: 05/30/2023

  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 since the rep confirmed that management is going to take action to give clear information to customers going forward. She also mentioned that they are going to use this situation for training of customer service reps.
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/08/2023

  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 am needing a new CPAP machine because mine is not working. I initially contacted HME in March. I was told to get a repair/replace prescription from my pulmonologist and I did it. I have called SEVERAL times explaining that I have Pulmonary Hypertension and I need the CPAP as soon as possible because sleep apnea negatively impacts my symptoms and stage of the Pulmonary Hypertension. It is now May and I still don’t have the new machine. I have called and called. I was told on May 2nd from the respiratory therapist that the new CPAP will be shipped either that day, May 2, or the next day May 3. They told me it would be here in 1-3 business days and I have to be home to sign for it from the *** delivery person. It is now May 8th and HME haven’t even sent the machine to the *** store. I can’t get ANY answers and I NEED my CPAP machine. I have called 5+ times and I have had no answers or help. My health is declining and I need that machine. This is unprofessional and unacceptable. I am now on hold once again with HME and the representative is not being helpful at all. He is being rude and acting annoyed by me. Please help me get my CPAP machine. I’m completely disgusted in HME customer service.

  Business Response

  Date: 05/09/2023

  Dear ***** ****:

  First, we want to apologize for
  your recent experience with us.  Though it is never easy hearing we’ve
  disappointed one of our customers, we appreciate you taking the time to share
  where we fell short so we can make the necessary adjustments going
  forward.  Leadership investigated your complaint and took action to
  immediately process your replacement machine.  Attached to this document shows the tracking of a delivery by end of day today (5/9).  We also  discussed the situation with the Inbound representative involved and will take this opportunity to re-educate on
  our expected customer experience. The behavior shown on the recorded phone we reviewed will be addressed as this is not how we speak with our valued members.  Thank you again for taking the time to share your concerns
  with us and again, we sincerely apologize for the inconvenience. 
  Should you have any further concerns or issues, please feel
  free to reach us at *************************** or ***** *********

  Customer Answer

  Date: 05/15/2023

  Complaint: ********
  
  I am rejecting this response because:
  The response from HME apologized and took action for only one phone call that I made to desperately request a working CPAP machine.  I have been calling since March and HME didn’t take action until I reported them to the BBB.  After I reported them and purchased my own CPAP unit they were miraculously able to get me a working unit the next day.  I was without a working CPAP from March to June!  I called SEVERAL times all the while my health was deteriorating.  I explained many times that I have pulmonary hypertension and the CPAP therapy is imperative to maintain and slow down the progression.  This is not the first time I have had to go above and beyond to get help from HME.  I am deeply dissatisfied with HME and am requesting to get out of the contract with them.  I want to switch to another oxygen provider.  HME is extremely hard to work with and I just don’t have the energy to continue to fight for my supplies.  I DO NOT accept their response. 
  
  Regards,
  
  ***** ****
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:03/04/2023

  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.

  The tech they sent out should not be working there. He came to my house and tried to tell me I only needed 3 oxygen tanks because kids get better in that time. The Dr specifically asked she be on an oxygen concentrator as she would need to be on oxygen a minimum of 5-6 days. He then argued with me that he didn’t have an oxygen concentrator and would need to go back to the office to get one. I told him to go. He miraculously came back with one from his van 5 minutes later.
  
  Once inside my house when he was setting up the oxygen concentrator, he was supposed to set it to .5.
  He says my supervisor said to put it to one I don’t know how to work this it’s just what he said.
  
  I was advised by a nurse practitioner not to use the oxygen concentrator until somebody could come out and check it. So I switched my daughter to the oxygen tanks. The nurse practitioner, the nurses at the pediatrician, and myself had been calling for two days. At this time I’m close to running out of portable oxygen.
  
  The same Tech, I had been dealing with before finally called me back on Friday at 4:15. He then starts lecturing me that he had told me there is an oxygen shortage. (He never said this) I told him I didn’t need the lecture. He says well the thing is a coworker is playing hooky so I have too much work to do. He told me to go to their office and they would switch it out. I told him that he is telling me this right before they close. I couldn’t go with 3 kids 1 being sick. I asked if he would be able to bring it? He told me he would, but I was at the bottom of the list because other people needed their stuff more than I did. (I don’t know how he decided I didn’t need oxygen tanks or my machine looked at). I told him that was fine as long as he came..
  
  HE NEVER SHOWED UP! we are about to run out of oxygen. I wonder how many times he has told someone he would be there and hasn’t. People really need their supplies and it’s not up to him to decide who needs their stuff and who doesn’t.

  Business Response

  Date: 03/09/2023

  ********** *******:
  
  First, we want to apologize for
  your recent experience with us.  Though it is never easy hearing we’ve
  disappointed one of our customers, we appreciate you taking the time to share
  where we fell short so we can make the necessary adjustments going forward.  Leadership investigated your complaint and took action to immediately discuss
  the situation with the employee involved and re-educate on our expected
  customer experience.  During our investigation it was determined that additional tanks were delivered to your home around 4:30pm the same day. 
  Thank you again for taking the time to share your concerns with us and again,
  we sincerely apologize for the inconvenience. 
  
  Should you have any further concerns or issues, please feel
  free to reach us at *************************** ** ***** ********* 
  
  

  Customer Answer

  Date: 03/11/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  The tech did show up the 1st time but never showed up the 2nd time when he said he would. We left the hospital on Wednesday and he showed up then. But as you can see from my initial complaint, he did not set up the oxygen concentrator correctly and as a result we had to use the oxygen tanks. The nurse practitioner and the the nurses at the pediatricians office expected him to come back a second time on Friday to either check the concentrator or switch out the oxygen tanks. He said he would come the second time and did not. This is my complaint. Then HME is closed on the weekends and we couldn’t get more tanks. 
  
  
  
  
  
  Regards,
  
  
  
  ********** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 03/16/2023

  ********** *******:

  We apologize again for not responding more thoroughly.  The Field Service Technician involved in this incident has been counseled one-on-one with their direct supervisor and was provided with corrected guidance on the situation.  Including in the conversation was increased need of professionalism and accountability.  Furthermore, after our initial response, our Director of Operations for this location has further educated additional team members about the severity of providing services accurately with a keen eye on accountability.  Your feedback is helpful in increasing our awareness and improved patient service.  Please accept our sincerely apology again for the inconvenience and disruption this caused.  

   

  
  

  Customer Answer

  Date: 03/16/2023

  [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.
  
  
  
  Regards,
  
  
  
  ********** *******