ComplaintsforKadence Healthcare Inc
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Complaint Details
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Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Timeline (approx.)Feb 2024 - began reaching out to ****************** to help solve CPAP headgear (less than 3 months old) failure. No replies Mar 2024 - contacted Kadence support. Said they would not replace, offered to sell me a new one.Mar 2024 - posted negative review on Yelp! CPAP begins making new noise April 2024 - Kadence sent msg via Yelp! with contact info for *******************. Reached out to ***. *** sent replacement headgear and AirTouch masks, on the condition I sent back unused AirFit masks. Noise from CPAP machine grows exponentially louder. *** say shell cross-ship new (version 11) machine after explaining differences between mine (version 10) and new version and to return unused AirFit masks in the return package with defective unit.May 2024 - When new unit doesnt arrive, I begin calling *** and leaving messages. No replies and no indication she is out of the office. After calling several times over 2-3 weeks, I sent an email. **** auto-reply indicates shes out of the office until 6/3/2924. Followed up via email 6/6/3024, new auto-reply says she will return 6/17/2024. June 2024- Left msg via email 6/17/2024 (attached screenshot). By this time the water reservoir failed rendering the unit unusable. When my quarterly supply ordering window opened, I ordered a new reservoir hoping I could get by with using earplugs. However the sound had become so loud it was keeping me, and now my wife, awake.July 2024 - 7/1/2024 *** leaves me a VM (attached transcript) indicating she was out on med leave, on a reduced schedule and to call back if needed. I returned the call and explained again the situation. Not knowing *** had left a message, I updated my Yelp! review, describing my interactions to date.Its 7/17/2024 and no reply from *** and still no machine. I also received an automated message from Kadence indicating that ******** will be canceling coverage if Im not using the machine!Initial Complaint
04/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Started service with this company in December and they made me sign a contract before signing up with the service. Then they sent me my medical device without any evaluation and half a year of supplies and charged me for it. I had to spend more money after speaking to a second Respiratory Tech who told me they were supposed to do an initial evaluation before I got my supplies. They then saying I was to be charged for more supplies when I didnt need the first set. This business has multiple addresses making it hard to keep up with where or who to contact. This business also has been finding ways to charge the patients without their consent by sending supplies they did not need and then charging them again for supplies they do need. They also send notices with less than 30 days of termination telling me they will charge me if I dont return the device.This company has made me lose faith in many other medical companies and has jeopardized my health. By taking away the needed device and increasing my stress level with the stress , so I have gotten more sick.Business response
04/20/2024
Mr. Panopio
We value the feedback from customers based on their experience, and make every effort to provide an outstanding experience. Kadence Healthcare had complied with all regulations in providing the device to you, and to the requirement by your physician and health plan. The information you provided in this review differs from the communication you provided to us during the period of time you had the rental product. Contrary to the point you stated, medical supply companies do not evaluate a person for a device, the physician and the diagnostics company does prior to the physician creating a prescription, as was done in your case. Kadence Healthcare continued to provide ongoing support at no charge to you, in addition to products provided to you free of charge to help you achieve your satisfaction. There is not a refund pending for the products provided to you. Best regards.
Initial Complaint
12/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Kadance provided a C-Pap machine that was defective and did not inform us the internal computer chip was non-operational. They billed ******** then ** with threatening collection notices. We received a replacement computer chip after paying them $2,232. ******* sent a defective machine, did not correct their billing with ********, wrongfully charged us, and continued to receive money from ******** after the fact. We have contacted them and left numerous messages over the last year with no resolution.Initial Complaint
07/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
This is regarding my mother, *************************. She passed away 8/17/2020. Now 3 1/2 years later I'm getting a **** from Kadence Healthcare for $64.23. I was the *** when she was alive and handled all billing. I was also the Trustee of the Trust when she passed away. We never received a **** for this. Now 2 years after she passed and the estate was closed a year ago, there is no money in the estate to pay this ****. I asked Kadence to write it off and they will not. We had many billing issues with them when my mom was alive and now because of their incompetence, we get this **** 3 1/2 years after service was performed. The Owner of the company, ****, refuses to speak with me and ******** in billing says she is the only one who can handle this and she says they will now pursue it in collections. It's completely unacceptable to owe a **** because of their incompetence to **** for it in a timely manner, when it could have been paid. Also, when she was alive, their customer service was terrible. When trying to get medication ordered it took multiple calls and people to try and get it ordered. This company is overall terrible and people need to be made aware of this.
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Customer Complaints Summary
5 total complaints in the last 3 years.
4 complaints closed in the last 12 months.