ComplaintsforPerformance Home Medical

• Initial Complaint

  02/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I received a Bi-pap machine from this company in August 2023. This was a rent to own (10 month period) with insurance billed and I take care of any remaining amount. The cost of the machine, per PHM, is $1799. After 8 months of rental(Feb '24), the buy-out is at $1154.14 with 4 months remaining on the term. When inquired about why the remaining buy-out is virtually the same cost as new, the response was insurance did not pay the rental fee for a 2 month period, and this was "written off". Instead of actually writing off the charge, they will charge the user, the unpaid dues in lieu of pursuing payment from the insurance company. At no point, did PHM inform me that insurance was not paying the rental fees, and this was confirmed by the billing specialist this is not a practice of PHM. It would be expected that after 8 months, that a remaining balance of $350/400 would be remaining. That is assuming that a 10 month rent to own for an $1799 piece of equipment would be rented at $180/month. It was also requested to have someone from the management team call and explain the situation, but I still have not received a call.

  Business response

  02/27/2024

  Dear ****************,
  

  We appreciate your communication regarding the challenges you've encountered with your Bi-Pap machine and the associated billing. It's essential for us to address your concerns promptly and provide clarity on the matter.

  Upon careful review of your case, it appears there might be some misunderstanding about the insurance billing and subsequent charges. We want to assure you that our team is committed to resolving this matter and providing the necessary information to address your queries.
  We recognize there may be confusion regarding the insurance payments for the 2-month period. We are actively looking into this matter to ensure accurate information is provided, and we appreciate your patience in the meantime.

  We understand your inquiry about the current buy-out amount, and we are open to working with you to find a resolution. In response to your request for a buy-out compromise, we can consider a reasonable alternative. This can serve as a potential middle ground, and we hope it aligns with your expectations.

  We apologize for any delay in addressing your request for a call from our management team. Rest assured, we take your concerns seriously, and a billing representative will be in touch with you directly to provide a comprehensive explanation of the situation and address any further questions or concerns you may have.

  We appreciate your feedback, and we are dedicated to ensuring a resolution that meets your expectations. If you have any additional questions or require further assistance, our billing representative will be at your service when they contact you directly.

  Thank you for bringing this matter to our attention. We look forward to resolving this situation to your satisfaction.

  
  Best regards,
  Performance Home Medical

  Customer response

  02/27/2024

   
  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

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received the incorrect CPAP equipment from performance home medical.Shipment sent October.I just opened box to start use of new equipment and found all equipment sent incorrect.The customer service department in incompetent and needs further training.

  Business response

  01/05/2024

  Dear ******************,

  Thank you for taking the time to speak with one of our team members this morning. We sincerely apologize for the inconvenience caused by the incorrect CPAP equipment you received from Performance Home Medical. Your satisfaction is our top priority, and we appreciate your patience and cooperation as we worked towards a resolution.

  I am pleased to inform you that we have taken immediate action to address your concerns and appreciate your feedback regarding our customer service department. We want to assure you that we take your comments seriously. Additional training is underway to enhance the competence of our customer service team, and your input is invaluable in helping us improve our services.

  Your issue is important to us, and we are grateful for your cooperation in resolving this matter. If you have any further questions or concerns, please feel free to contact our customer service department at ************ or *****************************************.

  Once again, thank you for working with us to resolve this issue. We value your trust in Performance Home Medical and look forward to serving you better in the future.
  
  Sincerely,
  *******************
  Manager of Compliance & Regulatory Affairs

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a home air respirator I rented from PHM after getting out of the hospital. They came and picked it up around July 15, 2023, it wasn't needed no more. I received 3 letters, one on 9.5.23 and another on 10.19.23 both I paid $29.31 then called and was told that I have a zero balance and they picked up the unit on July 15th, but they wouldn't explain what the $29.31 was for, a total of $58.62 Now they've sent a third bill which I think they are charging me for something I'm not renting. They have been no help. PLEASE HELP ME. If you need more information, please contact me. Thank You.

  Business response

  11/29/2023

  Subject: Resolution of Billing Inquiry ID #********
  
  Dear **************,

  We appreciate the opportunity to address your concerns regarding the recent billing inquiries you've raised with us. Our goal is to ensure clarity and satisfaction for our valued customers, and we apologize for any confusion you may have experienced. After careful review of your account, we have identified that the payment of $29.31, which you sent in, was for services rendered on April 20, 2023, and corresponds to Invoice #*******. The current balance of $29.31 is associated with services provided on May 20, 2023, and is reflected in Invoice #*******, generated on November 10, 2023.

  We would like to inform you that your insurance processed this claim on November 8, 2023. Please note that, as per our records, there were no rejections for the claim submitted on May 21, 2023. However, to expedite the processing, a representative resubmitted the claim on October 26, 2023.

  During a call on October 30, 2023, our representative informed you about the pending invoice and clarified that it would be the final billing on your account. We understand the importance of transparent communication and apologize if there was any confusion regarding this matter. If you have any further questions or require additional information, please do not hesitate to contact us. We are committed to providing you with the assistance you need to address your concerns promptly.

  We appreciate your understanding and patience in this matter, we value your business and are here to ensure your experience with us is positive.
  
  Best Regards,
  *******************
  Manager of Compliance and Regulatory Affairs
  

  
  

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid out-of-pocket for a travel, CPAP machine, and our physician advised to submit to health insurance. We did that in March of this year and received an MEO.B from the insurance company stating that performance home medical owed the difference of $574.20. That letter was sent on May 19, 2023. We call the vendor every two weeks for a status and never get a callback or a response. My last call to them he said that the Claim has been canceled by United Health Care, which is not true, and that any refund would come from the insurance. That makes no sense as we paid performance home medical.

  Business response

  11/22/2023

  BBB -Better Business Bureau
  PO Box 191279
  *****,** *****
  
  
  To Whom It May ****************** response to complaint ********, the customer purchased a Travel PAP Machine through our retail site for the amount of $957.00. Once they received the unit, they subsequently submitted a reimbursement request to their insurance provider, United Healthcare.
  
  Upon careful review of this case, it's important to note that we follow the health insurance process set by United Healthcare. The claim, as processed by United Healthcare, reflects the provider allowed amount of $382.80, which was applied towards the customers deductible. This resulted in a refund request to Performance Home Medical by the insurance provider in the amount of $574.20. However, the Travel PAP Machine is not considered a covered item by health insurance organizations since it is not recognized by PDAC and does not have an assigned HCPC code. We have communicated this information in our appeal to provide clarity on the unique circumstances surrounding the case.
  
  Despite our efforts to address the issue with a United Healthcare representative we were advised to void the claim, which, given our non-submission and non-acceptance of assignment, is not within our control.
  We have submitted an appeal which is currently underway, and we anticipate a decision within the next ************************************************** navigating through this process and information and would like to assure them that we are actively working to reach a resolution.
  
  Thank you for your understanding as we navigate this matter.
  
  
  Sincerely,
  *******************
  Manager of Compliance and Regulatory Affairs
  Performance Home Medical
  

  Customer response

  11/29/2023

  Thank you for your timely response. If I missed an email, I apologize but this has not been resolved. In fact I spoke to United Health Care today and no claim has been voided. They plan to call performance home modalities and explain this again. I would like to keep this open and the information that was provided by performance home modalities does not seem to be correct and in sync with United Health Care. Thank you and please advise. *********************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business contacted me via text message with multiple steps before I was to recieve a cpap machine, one step was insurance benefits review, this step was to take place before the cpap was sent to me. They assured me that I would likely have no out of pocket costs, and sent me the cpap without getting a benefit review because they hadn't submitted to my secondary insurance. They instructed me to open and use the equipment so that I would be in compliance for insurance. After opening and using it I started looking closer at the invoice and noticed they had charge me for items not sent or that were part of the machine(not extra parts) 278 for a humidifier purchase, the machine is a rental and is equipped with a humidifier as a standard feature not an add on. The head gear is part of the kit that is sold by 3B medical for ***** dollars yet they charged me 275% more and listed the head gear on a separate line. They said that insuramce companies make them put those items as a separate purchase but that doesn't make sense to me. How can you charge me 300 dollars for half a machine I'm renting for 100, why would the insurance companies ask them to charge separately for items included in packages. Below I will include a picture of the invoice, I have question marks next to items that just don't exist, and I wrote dollar amounts of the items the were readily available online. I told them I will not pay for items I didn't receive or items that were supposed to be included as a package. I would like them to not rip people off and getting charged for a part of the machine that's a rental and just standard seems fraudulent to me. The fact that they moved forward with out having insursmce confirm how much they would pay and telling me to use the equipment makes it so I shouldn't be liable to pay any of it, I'm sending the equipment back I won't know the total of everything yet but I was told anything that is open I have to pay for.

  Business response

  11/03/2023

  Thank you providing feedback and giving us an opportunity to respond to your complaint.  As a provider of equipment that is often covered by health insurance plans, Performance Home Medical is required to follow the process set by the health insurance plans.  The process includes, but is not limited to, verifying eligibility, verifying the outstanding annual deductible amount owed by member,verifying member co-insurance requirements, obtaining authorization to provide ordered equipment, what items they will pay for and how much we can charge for the items provided.  Additionally, we are not guaranteed the information we have verified is accurate.  For example, when we are provided the outstanding annual deductible amount owed to the health insurance plan, the amount may not include previous amounts collected by other health care providers who the member saw for services provided.  If the other health care provider had not submitted a claim to the health insurance plan that included the amount they collected to apply to outstanding deductible, that would not be reported.  That is why we encourage our customers to contact the health insurance plan to verify coverage for the equipment ordered for them and confirm their remaining annual deductible balance. 
  

  When we provide equipment, we include a delivery ticket with charges that the members health insurance plan will pay.  Again, they tell us what they will pay for and how much we have to charge for the equipment provided.  This is an estimated amount since there may be a remaining balance for the annual deductible owed by the member.  Once we submit the claim for the equipment that we provided, the health insurance plan will provide an explanation of benefits which gives us detail on what they paid and what we need to collect from the member.  It is our intention to make this process as smooth as possible for everyone including the customer, the provider who ordered the equipment and health insurance plan.  ********* we realize it does not go as smoothly as we intend and that is why we welcome feedback on how we are doing.
  

  Best Regards,
  Performance Home Medical

• Initial Complaint

  10/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called Performance Home Medical and ordered a new face-mask, gel insert and head gear for my CPAP machine. They sent me what I requested plus six extra gel inserts that I did not order. I called the company on my first opportunity and reported that I had received additional gel inserts and wanted to send them back. I was told a mailing label would be sent to me. Nothing arrived but another bill. I called again and spoke to someone else and explained the situation and was promised they would talk to leadership and get a resolution for me. I received another bill. It has now been months of aggravation and bills and wasted time. At this point they need to do a billing adjustment and I will gladly pay what I actually owe them. If they send me a label to send the extras back, I will do so. If I do not receive the label in the next two weeks, I will consider the extras abandoned.

  Business response

  10/17/2023

  Hello,

  After reading your complaint, we reviewed your account and understand your frustration.  We are sending a return label so you can return the unwanted cushions as you originally requested.  Also, we are suspending your bill until we receive the returned cushions.  Once we receive them, we will adjust the order and the bill so it is in line with what you ordered.  Please ignore any outstanding ****************** until you receive an updated (lower) bill.  We apologize for the inconvenience this has caused you.

  Best Regards,

  Performance Home Medical

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Upon opening my order #****, I was utterly horrified that this AirMini Travel CPAP machine dared to roar louder than a race car engine. Who in their right mind would deem this suitable for sleep? It's as if the manufacturers are playing a cruel joke on their unsuspecting consumers. This isn't just illogical - it's scandalous. The F20 medium mask and straps were part of the order and never came. It's missing.It would have been decent of you to warn me about this gross oversight, particularly when you've barred the gates to any returns. I find myself trapped in what I can only describe as an audacious scam perpetrated by none other than Performance Home Medical and ResMed. The sheer gall is simply beyond belief!You haven't just breached a simple transactional agreement but trampled upon my fundamental consumer rights. To audaciously market and dispatch such a flawed piece of equipment without a shred of return decency, especially at a steep price of $1,043.90, is an insult of the highest order. This isn't just deceit - it's grand theft.I demand a full refund, and you better believe I expect this horror to be returned. I will not rest nor relent; I'll pen letters to every forum, board, and public platform until this flagrant injustice is redressed. How dare you ******* hard-earned money from people in such an underhanded manner? You were responsible for informing me of these glaring issues before eagerly snatching my payment and dispatching this absolute debacle to my doorstep.To add insult to injury, the representative I was unfortunate enough to converse with on the phone was nothing short of bold, drumming it into my ears that this travesty wasn't returnable. What kind of twisted business model is this? What do you call such a disgraceful approach?

  Business response

  09/02/2023

  Thank you for submitting your complaint.  We want to resolve this and have attempted to contact you via phone and email.   By the way, the travel device you ordered has been positively received by many and have been happy with it.  Regardless, if you continue to be unhappy with it, we will work with you.  At your convenience, please respond to our message so we discuss options with you.

   

  Thank you,

  Performance Home Medical 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a CPAP machine from Performance Home Medical 2022-03-25. Two month rental, with insurance buying the machine if treatment is successful. I paid all bills, and on Sep 27, 2022 I contacted them to ensure the machine was paid for by insurance and that there would be no further billing. They said this is correct.April 4, 2023 I received a new bill from them for $86.27 with no explanation. I called, they did some research and said they had to refund my insurance company some money due to the contract and this was the difference. I asked for a detailed invoice and account history, but neither reflect this. I have been unable to talk to anyone who can explain it further. Their position is that I owe this from a year ago with nothing that reflects it.Their account history states I have only paid them $12.28. I have made payments of ****** and ***** in 2022.

  Business response

  04/21/2023

  The customer received a *** device on 03/25/2022 and we billed for the rental of the *** device from 03/25/2022 to 08/25/2022. The customer's insurance company processed all rental claims and we later realized that the rentals for the *** device from 05/25/*******/25/2022 were sent in error. The customer's insurance requires the purchase of the *** device to be billed on month 3 of the customer using it. We have refunded the customer's insurance company for the payments on the rental for the *** device from 05/25/*******/25/2022. After making the refund to the customer's insurance company, the customer has an outstanding balance for the remaining co-insurance on the purchase invoice of $86.27 for the *** device. We have received payments from the customer totaling $153.09, which applied towards the rental of the *** device and the appropriate supplies. There was a payment made towards the 05/25/2022 invoice which has been applied to the purchase invoice we have outstanding.  Once the final payment is made by the customer the *** device will belong to the customer.  Please contact us at ************ if you have any other questions or concerns. 
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Performance Home Medical provided a CPAP machine for my 8yr old (unknowingly to me that is was discontinued) and the *** piece broke on it just over 4 months of use that goes from airline to mask and they are refusing to provide my child with a replacement part. They told me to go look for the part on line (amazon) which I have spent many hours and purchased 3 of which are not correct as it is not available. In addition, I have checked at other medical supply places and no one has this model/part in stock as it is obsolete!I'm very frustrated as ***, team lead/manager on this afternoon's call (2/17/2023 at 2:****) refused to speak with me. I have call 4 times for assistance only be ignored. There is a reason a young child is on a CPAP.

  Business response

  02/25/2023

  Performance Home Medical provided a CPAP machine (Airsense 11) that is the latest offering from Resmed, who is a major manufacturer of sleep therapy devices, and fully supported by both Performance Home Medical and Resmed.  Performance Home Medical did provide a CPAP mask manufactured by Resmed because it was the best fitting mask for the patient due to his age, facial size and structure.  Resmed does consider that a "Legacy" mask and are not actively promoting it but it continues to be manufactured and is available when replacement is necessary.  It is an extra small mask and there are not a lot of options in what is considered a pediatric size.  Again, the mask continues to be manufactured and is available when a replacement is necessary.  However, individual parts such as the *** piece are not as easily obtained since Resmed calls it a "Legacy" mask.  I did reach out to the patient's Mother, and after discussing the situation, we will provide a replacement mask.  Also, we discussed setting up a future appointment to look at other masks that *** be available and *** provide a suitable fit when compared to the current mask that was provided.  I will be following up to be sure an an appointment has been set.

  Additionally, during our conversation, we spoke about her experience with our staff trying to resolve the issue with the broken piece.  I will be reviewing phone recordings and addressing any performance issues with our staff.

   

  Customer response

  02/27/2023

   
  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

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  This company is scamming people being very rude and unprofessional and I sent my info over fax from another company and they say they didn’t get it that’s my personal info and they can’t help me til then so I left

*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. ↩