ComplaintsforHome Care Delivered, Inc.

• Initial Complaint

  12/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company is selling a defective medical device. After waiting over 5 weeks to receive a Dexcom 6 CGM it finally arrived. The first sensor lasted 8 days not the advertised 10. I called HCD to complain and was told I would have to call the manufacturer. I didnt buy the product from the manufacturer, I purchased it from HCD. I had already called the manufacturer and encountered a person that did not speak understandable English and was no help. And wanted my account information. I dont have an account with the manufacturer, I have an account with HCD. If I have a problem with a product I contact the store that sold it, not the manufacturer.

  

  Business response

  12/27/2022

  Thank you for alerting us to ********************** complaint.  Please let ****************** know that we take his complaint very seriously and are in the process of researching all of the issues described.  We are sorry that ****************** experienced anything other than excellent customer service from **********************. We will follow up with a formal response at the completion of our research

  

  Business response

  12/29/2022

  Regarding Case Number 18640213

   

  On December 27, 2022, we received written notification from the Better Business Bureau of a complaint that you had filed regarding medical supplies.

   

  Thank you for allowing us the opportunity to formally address your concerns.  It is our commitment at Home Care Delivered, Inc. (Home Care Delivered) to provide the very best products and service to all our customers.  We sincerely apologize that your experience fell short of your expectations.

   

  We take customer complaints seriously and have conducted a step-by-step review of your order.  Our goal is to resolve gaps in customer service.

   

  On December 27, 2022, we received your complaint regarding your CGM equipment and immediately reached out to you to address your concerns.   A member of our **************** Specialist team reviewed your information and immediately contacted you to understand your concerns and take the necessary steps to resolve them.  We appreciate your candor in expressing your frustration.  To ensure you have enough supplies, we overnighted an additional sensor to you, and we have confirmed delivery on December 28, 2022, at 12:11pm.  

   

  We take great pride in ensuring our customers receive the best quality of service. On behalf of HCD, I apologize for the issue you experienced and thank you for letting us know. If you experience any issues with your supplies again, please do not hesitate to reach out to us immediately.

   

  At Home Care Delivered, our commitment is to provide a high level of service excellence in the delivery of quality medical supplies.  We appreciate the opportunity to be your supplier.  Please feel free to contact me if you have any additional questions or concerns.

   

   

  Sincerely,

  ***********************

  Director of ****** Services - Quality

  Customer response

  12/29/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company promised that if we cancelled our order from another company, they would quickly fill our needed medical supply order. We have now spent months trying to get supplies for my special needs brother and I have heard every excuse in the book, from your doctor didn’t return the fax to our departments don’t communicate with each other. Every customer service representative tells me something completely different and some are just downright rude. They asked me to send a photo of a document and then, I received a snappy email stating that they don’t accept photos. They told me for weeks that my doctor was not sending in the paperwork so I drove the 5-hour round trip to the doctor and watched her fax it to them. The new excuse then became that their fax machine does not always get all incoming faxes. I am promised every single call that they will do everything possible to solve this problem and that I will be kept in the loop…but I always have to reach back out to them. They tell me to contact my doctor and when I do, they say that I must be giving her incorrect instructions. I asked multiple times what paperwork was needed and i asked for specific details. I was told that two documents were needed so i called my doctor’s office to explain. When I called this company back to ask status, i was told that only one document remained so I asked what the letter needed to say. I took my notes to her office, watched her write the letter, watched her fax the letter and brought a copy home. Then, I was told that different information was needed in the letter and that two documents were needed instead of one. To be fair to my doctor, never do we have prescriptions or paperwork not done. In addition, my brother needs two types of supplies from two different doctors and this company had issues with both doctors. They just want to play the blame game and I feel duped by their original promise. He is now having to pay for expensive products on a fixed income.

  

  Business response

  04/01/2022

  Thank you for alerting us to Ms. ****** ****** complaint. Please let Ms. **** know that we take her complaint very seriously and are in the process of researching all the issues described. We are sorry that Ms. **** experienced anything other than excellent customer service from Home Care Delivered. We will follow up with a formal response at the completion of our research.

   

  Thank You,

  ****** ******* | Clinical Team Coach
  Home Care Delivered, Inc. | A Medical Supply Company
  Westmark Office
  ***** **** ***** *** *** ***** | Glen Allen, VA 23060
  ************ **** **** phone
  ************ fax
  ***********
  
        

  This message and any attachments are intended for the individual or entity named above. If you are not the intended recipient, please do not read, copy, use or disclose this communication to others. If you are not an addressee of this transmission, please notify the sender immediately by replying to the message and delete it from your system. Thank you.

  

  Business response

  04/06/2022

    

  On April 1, 2022, Home Care Delivered, Inc. (HCD) received written notification from the Better Business Bureau of your complaint regarding delay in obtaining medical supplies for your brother.

   

  First, I apologize for the delay and miscommunication that was provided regarding the paperwork required to supply your order.   We reviewed the detailed information outlined in your complaint to identify opportunities to address your concerns and so that we can provide efficient service. Medical documentation requirements differ for individual insurance plans, and that appears to be the root cause of our teammate’s misunderstanding that led to the miscommunication regarding the documentation needs from your provider.  We addressed your concerns with the appropriate teammates so that we can provide accurate and complete information to our customers going forward. Again, we apologize for any inconvenience this may have caused you and thank you for your patience and cooperation as we worked through your concern.

   

  Our team Supervisor has worked directly with you prior to the order shipment and followed up after delivery to ensure that we resolved all your concerns.  

   

  We take great pride in ensuring our customers receive the best quality of service. On behalf of HCD, I apologize for the issues you experienced and thank you for letting us know about your experience.

   

  At Home Care Delivered, our commitment is to provide a high level of service excellence in the delivery of quality medical supplies.  We appreciate the opportunity to be your supplier.  Please feel free to contact me if you have any additional questions or concerns.

   

  Sincerely,

   

  ***** ******

  Director Customer Enrollment and Insurance Verification

• Initial Complaint

  07/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called on June 8th to inform them they sent me the wrong breast pump and after weeks of calling they finally agreed to take the pump back I informed the lady that the box was opened but I didn’t use the breast pump and she said that was fine they would take it back as it was the wrong one I requested a medela they gave me a evenflo one then they sent it back through ups and since I didn’t know it was coming back I wasn’t home during the delivery and now the package is stolen and I can’t find it

  

  Business response

  07/12/2021

  Thank you for alerting us to ****** ********** complaint.  Please let her know that we take her complaint very seriously and are in the process of researching all of the issues described.  We are sorry that she experienced anything other than excellent customer service from Home Care Delivered.  We will follow up with a formal response at the completion of our research.

  

  Business response

  07/20/2021

  Regarding: Case Number ********

   

  Thank you for contacting us and allowing us an opportunity to formally address your concerns.  It is our commitment at Home Care Delivered, Inc. (Home Care Delivered) to provide the very best products and service to all of our customers.  We sincerely apologize that your experience fell short of your expectations.  

  We take customer complaints seriously and have conducted a step by step review of your order.  We appreciate your candor in expressing your frustration.  Our goal is to resolve gaps in customer service.

  On May 17, 2021 you requested a double electric breast pump. On June 4, 2021, after receipt of the physician’s order, we shipped a double electric ******* Advanced Breast Pump. The pump was delivered on June 5, 2021.

  You called us on June 7, 2021 stating that you received the wrong equipment and that it was your understanding that you were supposed to receive a ****** brand pump. You stated you would have your caseworker call us. June 28, 2021, you decided that you would like to return the ******* pump because you have found a company that has the ****** brand that is covered through your insurance. You communicated to us that the insurance carrier will not provide the ****** brand pump until the ******* Pump is returned and payment credited to the insurance company. The course of action we took to resolve the issue was taken in agreement with the customer. We have submitted a Retraction Form to your insurance carrier to have the reimbursement costs refunded for the equipment we previously shipped on June 4, 2021.

  We apologize for any frustration and inconvenience we may have caused because of this order processing error. At Home Care Delivered, our commitment is to provide a high level of service excellence in the delivery of quality medical supplies.

   

  Sincerely,

  ***** ******

  Director of Clinical Excellence and Oversight

  Work Phone ************

   

  ***** ****** | Director of Clinical Excellence & Oversight
  Home Care Delivered, Inc. | A Medical Supply Company
  Westmark Office
  ***** **** ***** *** *** ***** | Glen Allen, VA 23060
  ************ ****** ************ **** ************ *** ***********
  
        

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