Preferred Homecare

I would give them zero stars if I could! They closed their office with the advent of COVID. They say (still today) to call this number for assistance. I have had a question for 6 months, now, so called the assistance number. It went to an automated menu with several options, none of which allow you to talk to a human. I went to the office, a sign says they are still closed due to COVID and only seeing people by appointment so call this number to make an appointment.

So I called this number. It gave me the same automated menu that I got before and none of the options are to make an appointment. I NEED a response, the answer can affect my medical care, but I can't get ahold of them! Worst DME ever! If you have ANY choice, pick someone else!

I have been using Preffered for a year and I can't get the right parts all the time. I get a automated call for supplies and can't get a person when I need help I am done with them. I tried.

We are switching home health companies due to insurance change and need to use Preferred. I've contacted them several times in the last 3 weeks and cannot get ahold of anyone to get services set up and now my daughter is running out of formula. I'm irate, upset, annoyed. I sincerely hope I don't have to deal with such BS the entire time my daughter needs it

I switched to Preferred Homecare for CPAP supplies about 8 months ago due to a change in my insurance. Twice in that time they have sent me incorrect supplies. When I've called to try to get the orders corrected, I can never reach a live person. I always wait on hold with a message saying they're experiencing a high call volume. I've waited as long as an hour on hold with nobody coming on the line.

When I select the option to leave a message with their answering service, my message is taken and I'm told I'll receive a callback within 24-hours. I never receive a callback. This company does not care about providing good customer service. They're all about high volume and they care nothing about customer satisfaction. I'm now looking for a new CPAP supply provider.

This company has a total lack of compassion for its customers. Before August 2021, they had been sending me CPAP supplies quarterly. Last August I went to see my Pulmonologist as I needed a new prescription to continue receiving my CPAP supplies. I actually saw the nurse practitioner send the prescription over to Preferred Homecare so I assumed everything was taken care of.

Come February, I had not received my supplies. I started calling them only to be given an "answering service" to leave a message to. You can never actually call & get a customer service representative, ever. It takes multiple calls & leaving the answering service messages. They always say someone will get back to me before the end of the day; never happens.

When I finally got a return call, they told me they needed a new prescription! I called my Pulmonologist to request they send another one. It took Preferred Homecare another 2 weeks to call me back to let me know they would send me my supplies. Well, I finally did get them, but only received 1 mask, some filters & a headgear. Had to go through the rig-ma-roe of calling them back & went through the same scenario of leaving multiple messages with the "answering service".

They finally called me back & when I asked why they only sent me one mask rather than 3, they just said they couldn't do that anymore, with no explanation as to why. They said I would be due another mask April 8th. Well April 8 has came & went & no supplies. I called last Monday about & still have not received a call back. I am trying to make my mask last a long as possible, but the quality of their mask have changed as well.

This is absolutely the worst Medical Device company in the world. It seems to be nationwide because I see complaints from different states as well. I will be contacting my insurance company to see if I can get another supplier because this is ridiculous!

The local location is just fine, but the call center is trash. The employees are awful, rude, condescending, and downright disrespectful. Be ready to wait an hour on hold to order supplies, then get hung up on, wait another hour, and then be spoken to completely inappropriately. Then after 2 hours of holding, be told that you're 2 weeks shy of being able to reorder even if you're paying out of pocket.

Then they suggest to purchase online out of pocket, then what am I calling you for? Over it, time before last, I had to call 6 different times to place one order due to rude incompetent employees, 6 months total waiting. So I can wait 6 months but not order 2 weeks early? TERRIBLE TERRIBLE PLACE!

Avoid if at all possible. Extremely poor customer service. Practically the worst company I have ever dealt with. Absolutely loath them. Dr. ordered O2 at home upon release from the hospital. It took them 7 days to deliver it, even though they demanded payment prior to delivery. I have never had good service from them and I have been a customer for over 1 year.

Today I waited on hold for 45 minutes while my insurance company ordered canula's from them. The Health Care Insurance Associate said she was going to file a formal grievance on my behalf. She also stated she has received numerous complaints about them.

Seriously the worst. Our baby has been on oxygen for 8 months and every thing we do is a hassle. From overnight trials and the results never making it to the doctor to people bringing us adult nasal cannula for an infant. Wait on hold forever. Sometimes get hung up on. I get health care is a mess right now but come on. The only great thing we have experienced there is a very caring and nice lady who unfortunately works in the Denver location but she always goes above and beyond for us.

After almost a decade of consistently lousy service with O2, CPap, power chairs and other devices and services, I've decided to write this while i wait for a call from my insurance company to request a different company or companies to supply me medical devices. What was the last straw? I took my power chair in for service in the middle of November of '21, I'm completely wheelchair dependent, and they didn't have a loaner for me so i was forced to rent a chair for a week for about $225.

First loaner broke almost immediately but i nursed it for a couple more weeks. When i could't make it operate at all and took it back they gave me another loaner and was told they know that the loaners are not good but they rely on the public donating power chairs to be used as loaners. The public donating? Obviously they don't think it's necessary for us to always have a fully functional chair.

Every minute. In November i was told 6 weeks to get the one part needed to repair it. From past dealings i knew i would be lucky to have it then. Sure enough, in January i was told hopefully it would be June. He stressed hopefully and held up his crossed fingers while he attempted something approaching a smile. I kept my cool, don't really know how. So, they will have had my chair for at least 8 months and very likely longer before it's returned.

After another broken loaner in March '22 the Universe smiled on me and long story i got another power chair loaned through my family. These people view their products as if they were potatoes or widgets not as devices that are the difference between life and death such as O2 or are the difference between getting to the bathroom on your own or not as with chairs.

Not one of the dozens upon dozens of times i reported problems to them did anyone apologize and offer to take responsibility to fix things. Nobody was embarrassed for their company and wanted to make it right. Instead, each time, I was told some version of why it wasn't their fault. BTW, every time you call you will be on hold for a very long time, 30 to 40 minutes isn't unusual.

Many times my O2 deliveries were terrible. One trick they've used in the past, especially on Friday afternoons, was to make your phone ring once then hang up and the driver won't answer any return calls. They do this to prove they tried to arrange delivery but you weren't home. It would take too long to describe all the other problems I've had over the years but they are legion.

This is just a small window into my history with this company. I could continue with a litany ad nauseam i assure you, another day perhaps. I'm very certain that no one from Preferred Homecare will get in touch with me should they read this, although they could easily determine who i am. No one will care and it's a shame because all these type issues could be easily cleared up if it came from the top down. The very top people would have to give everyone permission to give excellent service and then reward it. Simple. Give great service and make great profits.

I reinjured my back and couldn't walk, so my doctor ordered a power chair for me. The referral went to Preferred Homecare in Kingman and they sent someone out to measure the house and ask a bunch of questions. He said call them in 6 weeks because it can take the insurance a while. It's been 6 weeks and when we called them we find the order is sitting on a desk. Now it will take 2 weeks to send it to the insurance and they have 50-70 day to approve it. When you can't walk this should be a priority

Absolutely the worse company I can ever remember dealing with. called to get supplies in February and waited 18 minutes to talk to a person, on March 14th waited 38 minutes and finally took an answering service and gave them a call back number. no call back, called the 15th and gave them the same number, no call back and am holding on line today, the 18th, (10 minutes 45 seconds, so far) and NO CALL BACK and see how long I wait. #2 my machine has been on recall for over a year and still no new machine. J W McCallum

Update to review. My wife is now on hospice and we use a different oxygen supply company. The problems with Preferred have continue. Months after changing companies, they keep calling to say they are in the way to deliver tanks to us. I actually resorted to returning their equipment to their location myself, which required the usual wait time on the phone while standing at their door. Then, about 7-8 times they tried to deliver more tanks to us.

Each time I informed the driver or caller that we have switched companies and have already informed them if this. I think the last time took. They have not tried to deliver for several weeks.

If I could give negative stars I would. My daughter got put on oxygen. Dr ordered test to get her off oxygen. 2 weeks later we had to go to the office to get the test to get her off. Then when we turned it in they didn't give the results to the doctor. Then 2 weeks later had to have the doctor get the results from then. They they were supposed to come get the oxygen. They never did so we took it to them. They charged us for the oxygen all this time. Even they she was not on it. Worst company ever. Good luck actually calling them too.

I have an oxygen tank I've been trying to return since December. It's impossible to get through on the phone. The two times I actually got a person I was told it would be picked up the next day. No one has ever come. The first person said no one was home, which is a lie. Our lobby has a full-time staff. What am I supposed to do? This is not the way to conduct business.

Absolutely the worst. Takes forever to get a delivery and more than forever for them to come to pick up the equipment when you are done. Called everyday for a week. Told they were coming the next day with each call. Never came. Finally had to talk to a manager, taped the discussion and told them if they didn't come the next day would put the equipment in the driveway and whatever happens happens.,,

Terrible customer service. Next to impossible to get anyone on the phone. Didn't show up three times in a row when they said they would to deliver/pick up. Have been billing us and our insurance for three months now even though we stopped using it in Oct.

These clowns are terrible! We ordered a wheelchair for my child who has a broken knee and cant walk. They scheduled delivery for Friday Jan 28th. 2pm rolls around and we haven't seen it yet so we call, get put on hold forever only to be told it will be here by 330pm. OK great. 330 comes and goes, 4pm we call and they tell us they attempted to deliver but no one answered the door. you are full of it!

Our front door has been open with only the screen door closed and we have a dog that goes bonkers anytime anyone steps foot on our property.and we have motion sensor cameras so would know you were here long before you got to our door! I HATE LIARS! Now they say they will deliver on Saturday! I just looked on their site and it shows they are closed on weekends.so I have a feeling my kid will be stuck without a chair all weekend! These people are HORRIBLE!

Been on hold for over an hour and 10 minutes for my third time around today. They have my billing so screwed up been waiting since last week to resolve that issue.which should of never happened since same insurance for the last two years. About ready to change companies. Not the fault of the patient if they are short staffed. Still waiting.

Very unprofessional company when my son was taken off oxygen and we had a pick up date for oxygen tanks no one ever showed up or called I called multiple times was left on hold for over 25 minutes only to get sent to a recording than when I finally did get through a lady said she would put in a ticket and I'll get a call back. I never received a call back and after I noticed i didn't get a call back I called again and was on hold for 20+ minutes the lady argued with me saying I never called because it was not noted.

Unable to reach a representative that can assist me in ordering supplies for my 91-year old mothers bipap machine. her mask has a tear. Her doctor ordered the supplies 2 weeks ago. There is an issue with disconnected calls each time I contact.the office. Covid must be affecting the company. Worst service ever experienced

Customer service is non- existent. My wife's mobile respiratory air stopped working Thanksgiving afternoon. They were closed until Monday. This is instead of their website saying they would be open Friday morning at 8 am. Calling I got another office elsewhere that told me they would actually open at 9 am, nope. They were closed for 4 days. My wife on 24/7 oxygen was house bound for 5 days.

When I got through on Monday they told me a Tuesday delivery, no concern about the previous 4 days. When the jerk finally delivered the new concentrated he barked have the old unit at the door when I come. I did this. I said can we check that this actually works, his response not my problem I just deliver. Rude, nasty, unprofessional, is this who you want to deal with. No!

This may be the most incompetent health service company I have ever dealt with. My husband was put on oxygen and the only thing they managed to do is deliver the oxygen concentrator. I was told the accessories that my husband desperately needed were being shipped to me and that I would receive them the next day. It has now been 2 days and nothing.

I have been in the phone with this company 7 times in the last 2 days and they still did not give the needed accessories to m daughter who finally had to go to their office to pick them up. Hopefully you don't need oxygen or accessories from them and you are able to run as fast as you can in the opposite direction!

Horrible customer service. My dad had covid, ended up on home oxygen and can never get though to them. He will be on hold for hours sometimes waiting for a person to talk too. They have not shown up for multiple delivery dates. I was with him one day while we waited on the phone for an hour and a half and when we got through he spoke with a girl named Stephanie who was very rude and wouldn't let him even finish a sentence initially and then yelled at me when I said over the phone for her to let him finish talking. The WORST customer service. Stephanie needs to drop the attitude

Their billing department is so screwed up, it's pathetic beyond belief. I set up payments to start on August 11th. $14.95 a piece for 2 different pieces of equipment. When they did the withdrawal today the total was $55.13. That is $25.23 more than agreed upon. The billing department gave me no logical excuse for the mistake and refused a refund.

Every department at this company has lied to me habitualy. It got so bad at one time I had my insurance company get involved with positive results I could not get on my own! On a fixed income, the loss hurt deeply. Do they care.hell no! I cancelled the autopay option and will call in payments. Worst billing department ever.

My daughter is on a trach and Preferred is our DME supply company. I have had nothing but problems for the last 2 months since being discharged. Orders never arrive on time or at all for that matter. I have to call constantly to get updates on our medical supplies. The staff has told me that the vendors they use are always out of stock or do not fulfill the request.

I am not sure why Preferred doesn't change vendors or hold them accountable however at this point I am assuming its because these vendors are the cheapest and allows for Preferred to glean MORE money from the insurance company. What happened to patient care? Unfortunately, I do not think Preferred cares much about that over the almighty dollar.

When their automated phone system answers your call, you know you're in trouble when they preface the call with."If you haven't received your order, or if there's a problem with your order, push "1"". That's the reddest flag I've ever seen. This company has a Medicare contract so they give you whatever service they decide on. Yes, the hold time is long. Yes, be prepared to call back and double check on your order.

I placed my order and hadn't received it after one full week. I called to check. "Oh, we didn't have it all in stock so we waited. Now, we'll send it today". I was told they'd ship it. I need my ASV sleep equipment to sleep. They waited so they could save on postage; they have to send it all at once. Every three months, my order date get pushed back farther and farther.

If it's too hard to reach them, if they are out of stock, or the customer service lead is on vacation and doesn't return your promised three month check in call, then your date gets pushed back farther. That means your supplies are not up to par and aren't functioning properly. They need more call center employees to handle the call queue. Or their phone system should allow leaving a dedicated message call back, holding your place in line. Only way to go is up, folks! They are at the bottom of the pile.

The company true lacks coordination and delivering of supplies are faulty but there is one bright star in the company. Her name is Amanda. My husband told me she is knowledgeable and always has helped him with his CPAP machine and supplies. Go to the her office and she will ensure your CPAP requirements are met.