ComplaintsforUpstate Home Care

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill from this company in May of 2023 for $56.59 for CPAP supplies. I mailed the check number 3915, dated June 5, 2023 and it cleared my account on June 8, 2023. They continued to send me bills. I called numerous times and told the customer service reps that my check had cleared my account, I was told that "it must have posted to another customers account". When I received a bill the next month, I went to my bank and requested the copy of the cleared check (front and back) and mailed it in with the payment stub with the bill. I received a "final demand" bill dated Aug 2, 2023 telling me that I will be sent to collections within 10 days to prevent my account from being sent to collections or an attorney.

  Business response

  08/14/2023

  Greetings & Hello.
  We would like to thank you for bringing this matter to our attention. A team member has been assigned to investigate this matter on your behalf of the consumer and will be in contact with them directly with our team members findings.
  Thank you,
  Corporate Compliance Department

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered supplies from this company. My acct. # is *******. They were not the right ones so I promptly returned them on May 19th 2022. I have the tracking number ****************** and they received them on May 20th or 21st. They sent me a bill Invoice #******** due June 2, 2022 in the amount of 19.61 for the supplies. I called them immediately and got the run around. Sine then, I have emailed them more than once and no one has got back to me. I have called at least 10 times and I get no where. I asked to have a Supervisor call me back and no one did. I just received another bill, this time for 13.01 with a late fee of 15.00 and called them again. Still not resolved. Because of this going on for almost 4 months now I had them come pick up my oxygen machine and do not want to do business with them at all! I want this invoice credited on my account.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In October of 2019 I required a CPAP machine. When I asked Upstate's representative what my share of cost would be, she told me, "none, your insurance company will pay 100% as long as you are using your machine at least 90% of the time". However, 4 months later this company contacted me to tell me that my insurance company was not going to pay at all for the machine. I have a problem with unethical bussinesses such as Upstate. I tried to settle this with them, to reduce the cost to me due to being lied to by their representative. In addition, and at the time, this machine only cost about $600 and they have charged me and my insurance company nearly twice that. I will not do business with them because they lied to me. If they are lying to me then who else are they lying to? I am now stuck having to pay this because I want to purchase a home and because of these unethical people, I am having to pay for something that was not worth the price.

  Business response

  02/15/2022

  Attn: *** *** 
  Re: Complaint ID #******** 
  Dear *** ***, 
  We are in receipt of the attached complaint #********. Upon speaking with our Billing Collection Manager, Michele B**** on this patient, she has provided the below response and pertinent documentation from **** ******'s file. 
  We do the very best possible to verify patients coverage and advise them of specific plan and coverage information in advance of service, unfortunately we rely on the insurance to give us accurate plan specific information and that is not always the case. In review of your account, you had no DME coverage for the year 2018 and then as of 1/1/2019 you changed plans which had 50% coverage. Our costs billed to you are determined by your insurance, not us, and we wait for them to advise us what you are responsible for so it did take them some time to process those claims before we sent you a bill. I have attached your insurance explanation of benefits showing their pricing as well as what they say you are responsible to pay. Unfortunately we are the middle company between you and your insurance plan but you can see by the attached that we did exactly as they advised based on the plan that you carried. 
  We hope this satisfies the complaint to you on behalf of **** ******. We are happy to discuss this further with you at any time Monday through Friday 8:30 AM to 4:30 PM or to answer any additional questions or provide more information you may request. 
  Sincerely, 
  Patricia L*** Executive Assistant

  Customer response

  02/15/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [ I have no documents to back me up but am not known to make false claims.  Upstates Representative DID NOT discuss with my insurance company, and had she done so she would've  known at that time my insurance did not cover this type of service. So the business claim that they do their best, is not good enough.  Upstate's representative made no inquiry whatsoever and had she done so she would not have told me that my insurance complany covered the product and service 100%, and I would not have been put in this predicament.  I would never recommend this company to anyone and refuse to do business with this company ever again.  My next steps will  be to take them before the state of New York's Attorney General for their unethical business practices! 

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

  
  

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