ComplaintsforLincare Inc.

Medical Equipment

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Initial Complaint
11/14/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My last few bills are being sent straight to collections without waiting for payment. I actually paid a bill online for a total of $70.80 on their own website and have confirmation numbers and the bill was still sent to collections. I keep getting phone calls for several different agencies saying I own Lincare money when I dont. I have paid all bills and am current. I consider this harassment.
Business response
11/15/2024

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
11/15/2024

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. They have reached out to me by phone and resolved the collections issues.

Sincerely,

****** *****
Initial Complaint
11/04/2024
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.
Lincare was to provide CPAP equipment for my husband (****** ****) along with support for the machine. I called numerous times over the past few months asking for help in getting the machine adjusted so that he could properly use it. Every time, we were promised a callback to get the issue resolved. We never received a callback nor did anyone show up to help fix the machine, as promised. In October, for the second time, I requested that my payment information be removed and no longer charged until someone is willing to help get the machine in working order so that it could be used properly. According to Lincare, this notification is in the notes on the account. However, on 11/01 $214.91 was debited from our account, without an explanation of what this was for. After speaking with Lincare, they indicated this was for the Insurance charge as they did not pay for the machine due to it not being used. The machine not being used was not at any fault of my husband as we had already called multiple times over a 3 month timeframe, asking for help with the machine to get it into working order. This charge was not approved by us, nor did we receive the service that was promised when starting service with Lincare.
Business response
11/05/2024
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
11/01/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This all started when my daughter ******* ****** **** pump quit working, I was told by Enteral Central / Lincare that the replacement pump would be provided from our local branch. The local branch does not carry replacement pumps but if they happen to have one we can get it. The branch in ****** didn't have any so I drove to ********** to get one. They only had the e-pump which is a larger pump. So I asked will her **** pump bags fit the epump? The office people called their boss and I was told yes. When I got home I found out the **** bags are too small. You have to stretch the bag so far around the roller that no fluid can get through. I called after hours and the correct bags were then ordered. I waited a week no bags so I called. I was told the order was cancelled. I called and talked to at least 3 people to resolve this problem with no avail. I then had to pay over $300 out of pocket to have the correct bags shipped from ******. Now keep in mind my daughter is on continuous feed. I told them since they refuse to send the correct bags I would have to find a new company. This is taking much longer than anticipated. I was told today if I didn't return the working pump that she is currently using, they were going to bill for it. I don't have a problem with that but if you are going to bill for it then send the correct bags that will work with an epump, I am sick of hearing the **** bags will work on the epump, I would be happy to make a video showing they do not.
Business response
11/01/2024

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
11/03/2024

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
10/28/2024
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.
October 2024 I spoke with Lincare several times and decided to search around for an alternative company to service my needs. I found only 1 as ******* insurance has 7 companies, 5 of which are not in business so I only had 2 options.Thankfully Medical Equip Dist. was available.Lincare was a bad company to be *****. Im being nice. Very rude, unprofessional, not helpful discussing pricing and I felt like I was on a scam spam call the 3 times we spoke. They blamed my insurance (which I called to verify coverage and costs) and they just were a horrible experience.Then, they had the audacity to try to trick me one final time today. They called me and said my CPAP was ready for pick up. Mind you I specifically told them I wasnt going to order through them. They said Dr. ******* placed the order for me. I said I had chosen another company and they hung up on *****, please keep this in mind and try not to send other customers to them as they poorly represented you and your kind staff. I dont care if you recommend Medicorp or elsewhere I have no skin in it. Just avoid Lincare. Other customers might not be able to see through their poor service and tricks to get $$$ so easily. They couldnt give an estimate on costs, said I would just have to deal with it moving forward. Order first, worry about the insurance later (Medical Equip Dist. gave me a $200 estimate to purchase a $2000 unit under my insurance) What Lincare DID say, was that I HAD TO setup a rental to buy monthly plan for ***** months at approximately $50-100 per month, they werent sure, but my insurance required this (my insurance told me they didnt have such requirement but some companies do this to make sure I use the machine) since I had owned a machine before l, insurance said I could purchase with my coverage Again, scam a lamb a ding dong all the way home.They tried, they failed with this customer. Its a shame the next person they GET!
Business response
10/29/2024
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
10/28/2024
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 been a customer with ********************** since May 2024. Although the staff I have dealt with have been a pleasure to deal with in general, from the first visit, their billing practices have been less than accurate. I had to get a refund from the very first visit because I was billed more than what my insurance company stated that I owed. Starting out I had payments automatically deducted from my checking account. None of the payments matched what my insurance company stated that I owed, so I stopped the automatic payments. I have tried on several occasions to speak to Lincare regarding these billing discrepancies, only to have them state that all payments and bills match on their end. I have even sent them the **** from my insurance and the payments that have been deducted from my checking account with no response.
Business response
10/30/2024
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
10/30/2024

Complaint: 22480072

I am rejecting this response because: I issued complaint about billing issues not health information, therefore, I am not signing the disclosure form. I will continue to contact business myself.

Sincerely,

**** ******
Initial Complaint
10/23/2024
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.
I was sent to LinCare in December 2023 for a **** machine. I couldn't use the **** machine and I returned it in January. I have paid my bill for my initial visit. I have returned all merchandise/ products to Lincare. I returned everything i received unopened. I have been getting bills from LinCare for nearly a year. Bills for all kinds of different amounts. Nobody at Lincare seems to know what is going on! Every time I speak to them, the matter is supposedly resolved and then I get another bill! I have spoken to LinCare both in person and over the phone dozens of time regarding this matter.
Business response
10/24/2024
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 ***** release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
10/22/2024
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.
At some point from 10/17 /24 to 10/18/24 They took ****** out of my bank account for a bill from 8/04/23 that they billed the insurance incorrect and has said they would have it back by 19/21/24 But they have not. So I will file a law suit against them if you cant help me with this.
Business response
10/24/2024
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 ***** release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
10/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I keep receving billls from Lincare listing only the supplies ordered in June 2024. Those have been paid in full by ***** and I paid the balance, my copay. I keep getting bills for varying amounts but there is no explanation of what charges are the basis of these ********. I contacted ***** for their help in proving that the supplies ordered had been paid. The Aetna *** even set up a 3-way conversation with a Lincare ***. I was told to go online at **********************************************. At the time I did not have an online account with them. Today I did set up an account based on my Customer ID. The instructions for obtaining previous billing statements leads me to a site which is for payments only. I have telephoned the company and the wait time is now 57 minutes. I have tried the online chat option and after more than an hour have gotten no response to my request to be able to view my statements. I have also messaged them via their website. I just want to see what I am being asked to pay for!
Business response
10/22/2024
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
10/22/2024

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
10/18/2024
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.
On 07/16/2024 I called to order one part for my CPAP machine. All I needed was a head strap or headgear because the velcro was wearing out. I talked to a gentlemen on the phone and I requested the new part. He said they would get it mailed out. He then asked me if I would like him to mail out extra parts for everything else. He did not discuss price or anything like that he just made it seem as if its covered by insurance and they will just mail me out some extra parts just to be nice. I said "I don't need them but if they are covered by insurance and they are at no cost to me you can mail me whatever you want." There was no email sent to me with an invoice or he did not break down what the actual cost might be to myself and Aetna he just made it seem like he would be nice and mail some parts out. I received the items in the mail a week or so later. Lincare had a data breach that went on for 6 months that resulted in them not being able to send bills to ppl during that time. So when I finally received the bill I noticed this big charge on their for all of these items they pushed on to me with no explanation of price. I feel like I was mislead completely and do not feel like myself or Aetna should be obligated to pay for this charge. The consumer should get a full explanation of possible cost and have an understanding when charging for things like this. It must be a common practice for them too because one day I called in to their billing department to get an explanation for everything, the representative was empathetic and she expressed multiple times with me that she did not like the way they add stuff on like that without ppl's knowledge of price and that she wished they would explain that first in the parts department. She said she has that complaint a lot from other customers.
Business response
10/22/2024
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
10/29/2024

Complaint: 22434778

I am rejecting this response because: See attached release.

Sincerely,

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

Complaint: 22434778

I am rejecting this response because: The response from Lincare is not acceptable. They are refusing to take any accountability for the fact that their representatives in the parts department push parts on to people without discussing prices whatsoever. That to me is not honest and definitely not ethical. They take advantage of people by pushing things on to them to be able to profit more money. I cant imagine how often they do this and especially with elderly customers. I refuse to pay for anything besides the headstrap that I originally called about.

Sincerely,

***** ******
Business response
11/05/2024
Please see final resolution letter.
Customer response
11/07/2024

Complaint: 22434778

I am rejecting this response because: This is literally the same response they already gave. My response is still the same.

Sincerely,

***** ******
Initial Complaint
10/15/2024
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 absolutely could not wear the sleep apnea mask. I tried for several weeks and with two different mask. I was told since I could not wear the mask that I would have to be referred out to see a Doctor for the inspire to be inserted into my shoulder which I am already in the process of getting surgery scheduled. I was told my my nurse at Lincare to turn in the equipment that was given to me and I did. 3 month or so later I recieved a bill for $450.00 and was told by a collection company it was for not turning in the machine which I proved I did. Now 4 months later I am getting a bill again this time they are say for non compliance because I did not wear it and I tried for over 30 days and was unable to wear the mask or nose pieces give to me. I had countless night of no sleep at all due to the mask would not stay on my head at night. I have disputed the bill with the ******************** and call Lincare who is still saying that I owe the bill. I was never told anything about non compliance at all from the beginning. I will also be calling my insurance company and filing a complain with them also.
Business response
10/15/2024

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
10/15/2024

Complaint: 22424874

I am rejecting this response because:

Sincerely,

******* *****
Customer response
10/16/2024
Uploaded sign authoration
Business response
10/29/2024
Please see attached resolution letter.

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