ComplaintsforRegional Home Care, Inc

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I can't pay my bill. Phone support is never available.

  Customer response

  10/03/2024

  Let me pay my bill.

  Business response

  10/04/2024

  Patient called after hours and left a voicemail that he was having issues with processing a payment. Patient requested that we send out a paper invoice on the voicemail. Invoice has been mailed to patient and I called the patient and left a voicemail to make him aware i can help him with processing a payment along with the invoice being sent by mail. 

  Customer response

  10/05/2024

   
  Complaint: 22372692
  
  I am rejecting this response because:

  They are still only willing to help during my working hours.

  
  Sincerely,
  
  ***** ********

  Business response

  10/07/2024

   I regret any inconvenience caused by the necessity of processing a payment via phone. I did confirm on my end that you can make a one-time payment. i sent a link to process payments online without creating an account. Once you click the link it will ask for your invoice number, Last name, and Account number. 
  I have also enabled paper statements for your account, ensuring that you will receive them going forward, complete with the invoice number. Additionally, feel free to email me if you need an invoice number, and I will provide you with the necessary information to facilitate your online payment.

  Customer response

  10/08/2024

   
  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

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was referred to the business in order to receive a prescribed CPAP machine. The business had called me a couple of times to set the appointment and I had asked about any out of pocket expenses getting the machine beforehand. I was ensured every time that there is no cost to me and I moved ahead with the appointment to meet their representative at their Framingham office to receive my machine. At the appointment in January 11,  2024 I received a brief training and all the information for the equipment and again to my question on any cost or payment I was told there is no cost or out of pocket expenses. I was told that if I use my machine for 3 months, 4 hours minimum per night the insurance covers all cost and I then own the machine. They repeated this requirement/minimum usage a few times so it was clear that this is how the insurance was paying for the machine. Yesterday February 14th I received a bill of $316.11 from Regional Health Care for my machine that includes a $65 monthly rental rate. I called them and the customer service rep went over the unexpected bill and also confirmed that she gets that complaint quite often No cost or rental fee was disclosed to me at ANY point over the phone prior to the machine pick up or at the time of the appointment. I was misinformed and hidden any associated fees and I do not recall signing any rental paperwork or cost related documents. The bill came out of nowhere and I believe they use this misleading tactic to benefit from a medical necessity taking advantage of the patient. I would like your office to investigate this company for unfair business practices and to ensure the safety and protection of other patients. Thank you!

  Customer response

  02/15/2024

  I understand and we can proceed with the process. Thank you again

  Business response

  03/14/2024

  Thank you for sharing Amalia's concern. At the time the order was received the patients deductible was met. Until their deductible resets we would not know what the patient is responsible for. Come ******* the patients deductible reset. We suggest to patients that its very important they know their deductible and co-insurance. At this time the patients machine was returned. We will make the insurance aware of the return on the *** machine and have the claims for the pap machine retracted. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Portable Outlet UPS Battery for CPAP & BiPAP machines and received it on 11/16/2023. It worked for one power outage then did not work for the next power outage. There is no power from it at all. I informed them on 12/02/2023 that it no longer worked. Only 16 days old. They indicated they would take it back for a 15% restocking fee and I did not feel as though I should have to pay a 15% restocking fee on something that was only 16 days old. I opted instead for a replacement. They offered on 12/04/2023 for me to ship it back (at my expense) and they would give me a replacement after they tested it. I shipped it and tracking shows they received it on 12/06/2023. I contacted them on 12/12/2023 to ask for an update and on the 13th I was asked for a tracking number. I provided the tracking number **************************** which shows it was delivered to them on 12/06. I have not heard any more updates. I would like a replacement working item or a full refund please.

  Business response

  12/19/2023

  We have refunded the customer the full amount on 12/19. The refund takes 1-2 business days to appear back to the financial institution.  We are sorry the product was not satisfactory.

  Customer response

  12/19/2023

   
  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

  10/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Billed for services from over a year ago. Dispute between initial and secondary insurance company. Resolved issue and Regional home care sent the bill to secondary insurance company and now receiving a bill that is more than what was initially billed. No explanation of benefits nor itemized breakdown was provided. Communicated with representative and was told that I was being charged different rates.

  Business response

  11/02/2023

  Patient had ************* who recouped a year later for COB issue. We sent a letter to the patient making him aware with no response from patient, holding patient responsible. Once patient received a bill he called in with questions and updated his insurance. We now billed it to the correct insurance UHC which processed payment and dropped to patient deductible. Rates are different by payer and insurance contract. This is all provided by the insurance with EOB for patient responsibility. We have provided all documentation to patient.

  Customer response

  11/02/2023

   
  Complaint:************
  
  I am rejecting this response because:
  
  Regional Home Care Inc claimed that they sent a letter to me which was never received in the mail. When the initial communications started back in July, Regional claimed that they will look into and resolve the issue. Promises of subsequent follow up were not kept and resulted in a dialogue that spanned three months where all subsequent communication had to be initiated by me. Afterwards, I received a renewed bill with a higher amount in the mail this past week. I called and spoke with their representative, Christina C. When I spoke with her, she explained that the reasoning why the bill is higher than the initial bill was due to two reasons - 1) that they had charged different rates to different insurance providers and 2) that the reasoning that the bill was higher because "************ came back and took their money" which resulted in the remaining amount of the initial bill. Regional did not provide an explanation of benefits for either the initial bill nor the renewed bill as they claimed in their follow-up. Without proper documentation providing the costs and a proper itemized breakdown, this only appears as if the company were double charging for medical equipment.

  Business response

  11/02/2023

  The initial letter that was sent out was April of 2023. In regards to the benefits from insurance that was sent on 10/31/2023 when you called into the office. These documents were sent certified mail be ensure you received them. The documents that we sent will explain the benefits through insurance and what happened. You can also call the insurance company to ensure we did not double bill for your items. The insurance recouped do to having another insurance. Once provided the new insurance it was resubmitted to the correct payer. Every contract per insurance is different and based on the insurance contract. I apologize for any confusion on the claims please let me know if you would like to discuss the EOB from insurance once received. 

  Customer response

  11/02/2023

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

  Regional claims that they sent an initial letter on April 2023. No letter during that period was received via mail as explained in the prior entries of this complaint and in previous conversations with Regional. Poor communication, promises of follow-up, and multiple deflections of responsibility have led to months long dialogue that always needed to be initiated by me. Business is being completely disingenuous as they are now prompt with their responses since the filing of this complaint.
  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged for an item (headgear for use with pap) that I did not order and never received. I checked my SNAP Resupply order form and this item is not listed on there as ordered and I never received it but it is on the bill. I have been dealing with this company since 09/14/2023 to try and get this item removed from the bill. I spoke with Kevin who then transferred me to Kim. Kim looked into this and said she had to speak with a supervisor to investigate if I received the item. The same day (09/14/2023) Kim from billing called me back to tell me they investigated it and determined I never received it and that it would be removed from my bill. After waiting 2.5 weeks I hadn't received an updated bill so I called the company on 10/04/2023. I spoke with Ken who reviewed my account and told me he needed to speak with the supervisor to do an investigation to determine if I received the item. After explaining to Ken that Kim already did this and there should be a note on my account he tells me that not what she said to me on 09/14/2023. I then asked to speak to a supervisor he said they would call me later in the day. I have yet to receive a call from the supervisor nor a call from Ken to update me on the investigation. I am disgusted with the company. I will be reporting them to the ********** of ******** Protection and finding a new supply company for myself and my family.

  Business response

  11/01/2023

  I called patient and left a voicemail with my information to discuss her bill further. All CPAP masks come with headgear to hold the mask on through the night and it is a separate charge to insurance, this is per insurance guideline. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/22/23 I spoke with regional home care and explained that my head gear to my cpap was broken and that I couldn't use it and by not using it I wouldn't be able to breathe properly or completely stop breathing altogether. I was told I'd get a phone call back which I never did. It's called Regional home care ************************************************************* *****

  Business response

  08/24/2023

  
  Thank you for notifying Regional Home Care about ************************** complaint. Regional Home Care strives to give our very best patient experience in all services we offer. ********************** called into customer service and made us aware his headgear broke. ********************** stated he would order his regular supplies. At that time the order was process and ************************** order was delivered today 8/24/2023. I Apologize for any inconvenience this may have cause. If there are any further inquiries, Id be glad to assist.

  Customer response

  08/24/2023

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

  I want a formal apology and an extra headgear to have as a spare free of charge. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered supplies a month ago, and they still have not been delivered. There is no way to contact the company outside of working hours (when I am unavailable). I need them to ship the supplies I ordered a month ago.

  Customer response

  08/16/2023

  They reached out to me,  and apologized,  and explained that this was caused by a glitch in their system.

  Business response

  08/16/2023

  The consumer contacted BBB to advise that after filing the complaint the business reached out to resolve the issue.

  Customer response

  08/16/2023

   
  Better Business Bureau:
  
  They reached out to me,  and apologized,  and explained that this was caused by a glitch in their system. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was referred to Regional Home Care by my physician for my first CPAP machine. 1/12/2023 I had my first appointment for a mask fitting. At this appointment, they gave me my CPAP machine, a mask, and a travel bag. I asked them how much would the equipment cost and they told me that they could not tell me that information and the office would reach out. I never received any information from the office until I received my first rental bill for $29.77. I assumed that this would be the only cost since it was the only bill I ever received from them. On 1/30 I contacted Suzanne L to let her know that I was having trouble with my mask. On 2/1 she called to check in an told me she had not received my email. She ordered a new mask but it came in a size medium instead of small. She told me she would need to escalate the issue since the system would not allow her to change the size. Several emails were sent back and forth and many phone calls were made to rectify this issue. Email thread attached. 3/22 I received a call to schedule a new mask fitting for 3/25/23. My new mask is a size small and it fits and works wonderfully. However, 4/5/23 I received a $327.48 bill for the equipment given to me on 1/19/23 which included another monthly rental fee of $29.77. The machines can be bought for around $800 online and the company has now charged me $357.25 in rental and equipment fees. Insurance only allows a 60 day grace period before requiring compliance with the new CPAP machine which they track remotely. Regional Home Care cost me 54 days of not being able to use my machine during what was supposed to be my grace period Not to mention, I am a pregnant woman without a CPAP machine for that time. Regional Home Care has refused to refund me for the time period that I could not use my machine due to their negligence. My insurance company refuses to pay due to my non compliance caused by this company.

  Business response

  04/07/2023

  Thank you for notifying Regional Home Care about ********* compliant. I spoke with ******* and went over insurance guidelines and finances. There seemed to be some confusion between what the insurance was providing and what the provider is billing. Patient understood and would like to keep the equipment. ******* will call back if there is further concerns. 

  Customer response

  04/07/2023

   
  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

  03/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  WHEN I CALL TO PLACE AN ORDER FOR A NEW CPAP MASK, I GET TREATED UNFAIRLY AND FROM SOMEONE WHO DOESN'T UNDERSTAND HOW REIMBURSEMENT FROM INSURANCE COMPANY PROVIDERS WORK. I JUST NEED FOR THEM TO PLACE MY ORDER AND NOT DEMAND A LETTER FROM A DOCTOR WHO WRITES SPECIFICALLY THE KIND OF MASK I NEED. ITS UP TO ME AS A CONSUMER TO TRY MASK AND PRODUCTS THAT WORK FOR ME. THE ONLY WAY TO DO IS BY TRYING NEW MASK.

  Business response

  04/13/2023

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience or frustration that our mistake may have caused you. We have reviewed your case and can confirm that there was indeed an error on our part. We understand how important it is to receive accurate and timely service, and we regret that we fell short of meeting your expectations. As a responsible and customer-focused business, we take all feedback seriously and are committed to making things right. We attempted to contact you to discuss the matter and find a solution that would meet your needs. Unfortunately, we were unable to reach you at the time, but we would like to extend an invitation to speak with you at your earliest convenience. Our goal is to provide exceptional service and support to all of our patients, and we are truly sorry that we fell short in this instance. We value your business and hope to have the opportunity to demonstrate our commitment to your satisfaction.
  

  Please do not hesitate to contact us directly if you have any further questions or concerns. We are here to assist you and will do everything we can to make things right. Thank you for your understanding and your patience in this matter.

  Customer response

  04/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: No from the main cooperate office called me. I spoke to ordering manager outside of BBB case, someone named Cristine. I am seeking to elevate the issue further someone from the cooperate main office.

  They have some side business going on with **************** because this site you can just order and pay directly whatever DME you want and its shipped out by regional home care. Yet when I contact Regional Home Care DME company directly they have been refusing to do so on more than once.  

   

  The provider or supplier Regional Home Care refused to file a claim for Medicare Covered Services under which they are contractually obligated to do so. Medicare reimbursement claims have been sent out and I am in the process of filing a complaint directly with Medicare. 

  
  Sincerely,
  
  *********************

  Business response

  04/26/2023

  Called today to speak with *****. I apologized for his frustration in the process of trying to order resupply. I made him aware of our protocol when placing an order for new supplies with no order history. Also discussed the process of wanting to try a new supply and we would be happy to schedule an RT visit with the patient to find a supply that works best. I did make ***** aware any time he is having issues with ordering resupply he can ask for a supervisor and we would be happy to assist. 

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a portable battery for a sleep machine. Upon receiving the item I immediately sent a email inquiring on how to return it. They stated to just ship it back the way it came. This battery did not come with any attachments just instructions. I was in the process of returning when I was dealing with a death in the family. It hadnt been more than a month and I asked for the address again. They gave me the address and I sent it along with a 15$ charge for sending it. They received the item which they provided and told me that they couldnt re sell it because it was missing the original cardboard box which didnt make sense since it was sent in a box. This item was 275$. I asked if there was a refund on the 15$ for shipping and they said no. They received it and told me to try and resell it. This whole thing made no sense I never used the item and I was very upfront when I received it that it was the wrong thing. I sent several emails and tried calling and was hung up on several times I was told very plainly this was my fault. I have not been able to reach any type of manager.

  Business response

  03/31/2023

  This customer purchased a battery from our website on November 30th, 2022 and was shipped on December 1st, 2022 with the following *** tracking number 1Z1AX9740392518352. The customer agreed to our terms and conditions upon check out which includes our return policy. Included is the link to our policy and also below: ***********************************************************
  
  Mistaken or Unwanted Items
  If you placed an order by mistake or would like to return an item for any reason you may do so within 30-days of purchase as long as the manufacturers packaging has not been opened and the item is returned in saleable condition. Once your item has been received at our offices, inspected and approved for return you will receive credit for the original purchase price, minus a 15% restocking fee. Shipping costs are not refundable.
  
  The customer contacted us on December 16th, 2022 and stated that the item he purchased does not with with his wife's sleep apena machine. One of our agents via email asked if the item was opened, and stated it was not. This battery is kitted in a manufacturer branded box with applicable accessories, user manual etc. We agreed to take it back if it was unopened in the manufacturer packaging, plus the restock fee and if it was returned within the 30 days. (See attachment)
  
  Customer did not return the item within 30 days and then contacted us again on February 1st, 2023 asking for an itemized receipt and that he was going to finally send back the item. 

  We contacted the customer via email on February 20, 2023 , that the item was received and was returned in a ziploc bag not in manufacturer packaging  - it was past the 30 day return threshold and we would be returning the item back to them since it failed to meet our return criteria. The item was shipped back to the shipping address from the original order on 3/15/2023 with the following *** tracking number 1Z1AX9740390686586 - and was delivered on 3/21/23. 

*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. ↩