ComplaintsforLincare Inc.

Medical Equipment

HeadquartersMulti Location Business

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Initial Complaint
09/30/2024
Complaint Type:
Customer Service Issues
Status:
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.
09/27/2024 for the past week I've been calling to get a replacement rollator ****** because mine cannot be fixed. Lincare sent me my last one 01/24/2020 but they keep saying ******** won't cover it if it's under 5 years. I told them this is completely unusable but won't do anything to help me. The brakes no longer work and the rest is falling apart. I need a new rollator and lincare refuses to replace it.
Business response
09/30/2024
Please see the attached letter of receipt of grievance and disclosure form. Lincare will need the form handwritten and signed by the patient and listing the BBB as an authorized representative. Lincare will respond to the grievance with a letter to the patient, regardless of the receipt of the ***** release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
09/27/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Customer ID *******. Account Name: ***** ********. I am filing on behalf of my spouse who passed away 4/25/2024. We received our feeding formula from Lincare. I was required to make a payment before each shipment. I have spent numerous hours on hold getting thru to billing who CANNOT even identify my husband's account OR pull it up by his name. I had to call the local office who ships the formula, sat on hold again for hours, they could pull him and did not know why the billing **** could not (billing # on the bill is ************). The *** in the business office found the payments for the amount billed with a confirmation #I2VQ87K1NY but was NOT allowed to contact the billing **** because they get in trouble when they do this. She would have a supervisor call me back. No one called back, I went thru this again, no one called back. I want resolution or a Manager to address this, I DO NOT OWE THIS AMOUNT.
Business response
09/30/2024
Please see the attached letter of receipt of grievance and disclosure form. Lincare will need the form handwritten and signed by the patient and listing the BBB as an authorized representative. Lincare will respond to the grievance with a letter to the patient, regardless of the receipt of the ***** release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Customer response
10/01/2024

Complaint: 22343593

I am rejecting this response because: I am authorizing the Better Business Bureau to discuss any health protected related Business to get this resolved with Lincare. I am authorizing Lincare to release any health related information to the Better Business Bureau to resolve this issue.

Sincerely,

***** ********
Customer response
10/15/2024
See attached.
Business response
10/29/2024
Please see attached letter.
Customer response
10/30/2024

Complaint: 22343593

I am rejecting this response because: I received the letter from Lincare. I have called the number repeatedly. It puts you into a phone loop and you cannot get anybody on the phone. I put in the girls number per the letter and it puts me into a phone loop even when I put her extension in . I cannot get anyone to answer the phone with the numbers they sent me. This is the issue with this company. No one ever answers the phone.

Sincerely,

***** ********
Business response
11/01/2024
Please see attached resolution letter.
Customer response
11/01/2024

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
09/27/2024
Complaint Type:
Billing Issues
Status:
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.
I have called numerous times to have oxygen equipment picked up and am getting no where. Yet, they keep billing me and my health insurance provider. Amounts billed should be credited. I've read that this year a suit was won against Lincare Holdings due to their shady billing practices. I'm at a loss and I am sick of their lackadaisical attitude in regard to effective customer service. Please help.
Business response
09/30/2024
Please see the attached letter of receipt of grievance and disclosure form. Lincare will need the form handwritten and signed by the patient and listing the BBB as an authorized representative. Lincare will respond to the grievance with a letter to the patient, regardless of the receipt of the ***** release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
09/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Was a previous patient of their **** services. Had returned my machine within the 90 day window eligible for refund. I continue to get bills almost four months later. My local office apparently can't rectify billing issues, nor do they have any lines of communication to the billing department. They can simply transfer me to the billing department where I wait on hold. Each of the last two times I've connected with them, they've assured me it has been taken care of, but unfortunately it has not been. I am waiting on hold as I write this. I have gotten through the hold music three times this morning to this point only to be greeted by silence and white noise. Perhaps the most inept and unprofessional company I have dealt with.
Business response
09/24/2024
Please see the attached letter of receipt of grievance and disclosure form. Lincare will need the form handwritten and signed by the patient and listing the BBB as an authorized representative. Lincare will respond to the grievance with a letter to the patient, regardless of the receipt of the HIPAA release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
09/24/2024
Complaint Type:
Product Issues
Status:
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.
Obtained equipment from Medical ************, *************** was returned to them in July in there box per their request.on Sept 5th they billed my card as if I still had the equipmentI contacted them on 9/6 and 9/16 concerning the removal of this chargethey assured me they would call backI emailed them on 9/19to date I have heard nothing back.they owe me money and they owe my insurance companyI expect nothing lessI will be notifying my medical provider not to refer them in the future as their customer service seems to be non existant.please assist in obtaining a total and immediate refund of all chsrges
Business response
09/30/2024
Please see the attached letter of receipt of grievance and disclosure form. Lincare will need the form handwritten and signed by the patient and listing the BBB as an authorized representative. Lincare will respond to the grievance with a letter to the patient, regardless of the receipt of the HIPAA release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
09/19/2024
Complaint Type:
Product Issues
Status:
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.
Preferred Homecare has been the provider of ******** ostomy supplies since December 2022. ****** turned 18 in February 2023. We gained guardianship of ****** in April 2023. We were always able to order supplies until September 16, 2024, when it was stated they needed proof of guardianship. Guardianship papers were sent in on August 7, 2024 when requested by a Resona ***** and emailed to ****************************** **************** representatives *******, ****** and Audrianna stated that they needed copies of them. Four emails were sent to ******* on Monday, September 16, 2024. She stated she would call when they received them. I never received a call. Tuesday, September 17, 2024, ****** stated they were not received. Audrianna stated they were received but they could not accept pics nor were they allowed to open the scanned PDF's. The papers were sent to *** in order to try to get them to Preferred that day and faxed via an iphone app that I had to pay for that afternoon. As of Wednesday, September 18, 2024, Preferred has denied getting the forms. They have been faxed, emailed to *******, and other emails. The enteral department confirmed they had received them as of 8/7/2024. However, the ostomy department states they do not have access to that department which I find ridiculous. They can transfer calls, but cannot confirm guardianship? We have very limited supplies and Preferred is not willing to work with us, even though they have for the past 20 months? My son has numerous health issues, is developmentally delayed, and it is well documented by his doctors. I almost feel that this is a form of discrimination against individuals with disabilities. It is already hard enough to get supplies and support, but to make it even more difficult, when they have spoken to me multiple times when placing an order, is completely unfair and cruel.
Business response
09/19/2024
Please see the attached letter of receipt of grievance and disclosure form. Lincare will need the form handwritten and signed by the patient and listing the BBB as an authorized representative. Lincare will respond to the grievance with a letter to the patient, regardless of the receipt of the HIPAA release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Customer response
09/19/2024

Complaint: 22307064

I am rejecting this response because nothing has been resolved. I have attached the guardianship papers again and the HIPAA release form. It would have been nice to have been notified prior to needing supplies. Currently we are on our last ostomy bag, and have no more skin protection wipes. So my son is in pain from lack of supplies due to their inability to gain access to papers that were sent a month ago as well as multiple times this week. I am not sure if it is the employees not wanting to work or what the deal is but this is ridiculous.

Sincerely,

Kelli Vogt
Business response
09/30/2024
Please see attached resolution letter.
Initial Complaint
09/19/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have been waiting for a c-pap machine since June 20, 2024. 3 MONTHS! No one will take accountability. I have spent 20+ hours trying to get my c-pap machine. Please see attached.
Business response
09/19/2024
Please see the attached letter of receipt of grievance and disclosure form. Lincare will need the form handwritten and signed by the patient and listing the BBB as an authorized representative. Lincare will respond to the grievance with a letter to the patient, regardless of the receipt of the HIPAA release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
09/17/2024
Complaint Type:
Customer Service Issues
Status:
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.
I am lincare customer ******** I have been asking for a copy of my 5/31 bill which they have been unable to provide me. In their online system is it is blank, I have called and they indicated there was an issue with their billing service and they had to manually send it. I have asked for a copy on 8/22, 9/3 AND 9/10 had contact with them each time and they have still failed to get a copy to me. They indicate they cant email they can only mail. At this point because I could not provide a copy of the bill to my HSA they have suspended my HSA debit card keeping me from paying other bills. Please assist me in getting a copy of this bill.
Business response
09/18/2024
Please see the attached letter of receipt of grievance and disclosure form. Lincare will need the form handwritten and signed by the patient and listing the BBB as an authorized representative. Lincare will respond to the grievance with a letter to the patient, regardless of the receipt of the ***** release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
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.
Lincare billed us 3 months rent for use of a suction machine that we no longer needed.We feel we do not owe this bill due to the failure of said company to pick up said item after at least a half dozen or more calls to lincare to pick up the suction machine.We called the 1st time at the end of december and were told the machine would be picked up within the week.This never happened and after several calls each and every month we were told the same thing that the item would be picked up that ******* took Lincare 3months to pick item up.
Business response
09/18/2024
Please see the attached letter of receipt of grievance and disclosure form. Lincare will need the form handwritten and signed by the patient and listing the BBB as an authorized representative. Lincare will respond to the grievance with a letter to the patient, regardless of the receipt of the ***** release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Customer response
10/02/2024

Complaint: 22291522

I am rejecting this response because: See attached.

Sincerely,

****** H ******
Business response
10/24/2024
Please see attached resolution letter.
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've returned my equipment and cancelled the monthly fees. Additionally I've requested to discontinue the direct withdrawel from my account for several months. I was charged again September 6, 2024 for $7.63. I have not received any additional equipment. I was told I'd be getting a credit for charges in July $38.14 and August $35.24; however, those have not show up on my account. I'm requesting a refund and a discontinuance of them auto charging me.
Business response
09/18/2024
Please see the attached letter of receipt of grievance and disclosure form. Lincare will need the form handwritten and signed by the patient and listing the BBB as an authorized representative. Lincare will respond to the grievance with a letter to the patient, regardless of the receipt of the ***** release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Customer response
09/19/2024

Complaint: 22292409

I am rejecting this response because: HIPPA doesnt require signature or authority for product return and monetary refunds.
If the company shall disagree with me, they can send me an authorization to sign.
I believe this to be an attempt to avoid the issue and postpone resolution.

Sincerely,

******** *****
Customer response
09/24/2024
Please see the attached signed authorization for you to receive account information. Thank you.
Business response
09/30/2024
Please see attached resolution letter.
Customer response
09/30/2024

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.
I have also reviewed my account and see that the credit has been placed on it.
Thank you so much for your assistance in this matter!

Sincerely,

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

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