ComplaintsforLincare Inc.

Medical Equipment

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Initial Complaint
09/27/2024
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 called numerous times to have oxygen equipment picked up and am getting no where. Yet, they keep billing me and my health insurance provider. Amounts billed should be credited. I've read that this year a suit was won against Lincare Holdings due to their shady billing practices. I'm at a loss and I am sick of their lackadaisical attitude in regard to effective customer service. Please help.
Business response
09/30/2024
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.
Initial Complaint
09/24/2024
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.
Was a previous patient of their **** services. Had returned my machine within the 90 day window eligible for refund. I continue to get bills almost four months later. My local office apparently can't rectify billing issues, nor do they have any lines of communication to the billing department. They can simply transfer me to the billing department where I wait on hold. Each of the last two times I've connected with them, they've assured me it has been taken care of, but unfortunately it has not been. I am waiting on hold as I write this. I have gotten through the hold music three times this morning to this point only to be greeted by silence and white noise. Perhaps the most inept and unprofessional company I have dealt with.
Business response
09/24/2024
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 HIPAA release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
09/24/2024
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.
Obtained equipment from Medical ************, *************** was returned to them in July in there box per their request.on Sept 5th they billed my card as if I still had the equipmentI contacted them on 9/6 and 9/16 concerning the removal of this chargethey assured me they would call backI emailed them on 9/19to date I have heard nothing back.they owe me money and they owe my insurance companyI expect nothing lessI will be notifying my medical provider not to refer them in the future as their customer service seems to be non existant.please assist in obtaining a total and immediate refund of all chsrges
Business response
09/30/2024
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 HIPAA release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
09/19/2024
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.
Preferred Homecare has been the provider of ******** ostomy supplies since December 2022. ****** turned 18 in February 2023. We gained guardianship of ****** in April 2023. We were always able to order supplies until September 16, 2024, when it was stated they needed proof of guardianship. Guardianship papers were sent in on August 7, 2024 when requested by a Resona ***** and emailed to ****************************** **************** representatives *******, ****** and Audrianna stated that they needed copies of them. Four emails were sent to ******* on Monday, September 16, 2024. She stated she would call when they received them. I never received a call. Tuesday, September 17, 2024, ****** stated they were not received. Audrianna stated they were received but they could not accept pics nor were they allowed to open the scanned PDF's. The papers were sent to *** in order to try to get them to Preferred that day and faxed via an iphone app that I had to pay for that afternoon. As of Wednesday, September 18, 2024, Preferred has denied getting the forms. They have been faxed, emailed to *******, and other emails. The enteral department confirmed they had received them as of 8/7/2024. However, the ostomy department states they do not have access to that department which I find ridiculous. They can transfer calls, but cannot confirm guardianship? We have very limited supplies and Preferred is not willing to work with us, even though they have for the past 20 months? My son has numerous health issues, is developmentally delayed, and it is well documented by his doctors. I almost feel that this is a form of discrimination against individuals with disabilities. It is already hard enough to get supplies and support, but to make it even more difficult, when they have spoken to me multiple times when placing an order, is completely unfair and cruel.
Business response
09/19/2024
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 HIPAA release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Customer response
09/19/2024

Complaint: 22307064

I am rejecting this response because nothing has been resolved. I have attached the guardianship papers again and the HIPAA release form. It would have been nice to have been notified prior to needing supplies. Currently we are on our last ostomy bag, and have no more skin protection wipes. So my son is in pain from lack of supplies due to their inability to gain access to papers that were sent a month ago as well as multiple times this week. I am not sure if it is the employees not wanting to work or what the deal is but this is ridiculous.

Sincerely,

Kelli Vogt
Business response
09/30/2024
Please see attached resolution letter.
Initial Complaint
09/19/2024
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.
I have been waiting for a c-pap machine since June 20, 2024. 3 MONTHS! No one will take accountability. I have spent 20+ hours trying to get my c-pap machine. Please see attached.
Business response
09/19/2024
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 HIPAA release. If you wish the BBB to have access to the resolution, please ensure that you sign and date the disclosure form.
Initial Complaint
09/17/2024
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.
I am lincare customer ******** I have been asking for a copy of my 5/31 bill which they have been unable to provide me. In their online system is it is blank, I have called and they indicated there was an issue with their billing service and they had to manually send it. I have asked for a copy on 8/22, 9/3 AND 9/10 had contact with them each time and they have still failed to get a copy to me. They indicate they cant email they can only mail. At this point because I could not provide a copy of the bill to my HSA they have suspended my HSA debit card keeping me from paying other bills. Please assist me in getting a copy of this bill.
Business response
09/18/2024
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
09/16/2024
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.
Lincare billed us 3 months rent for use of a suction machine that we no longer needed.We feel we do not owe this bill due to the failure of said company to pick up said item after at least a half dozen or more calls to lincare to pick up the suction machine.We called the 1st time at the end of december and were told the machine would be picked up within the week.This never happened and after several calls each and every month we were told the same thing that the item would be picked up that ******* took Lincare 3months to pick item up.
Business response
09/18/2024
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
10/02/2024

Complaint: 22291522

I am rejecting this response because: See attached.

Sincerely,

****** H ******
Business response
10/24/2024
Please see attached resolution letter.
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've returned my equipment and cancelled the monthly fees. Additionally I've requested to discontinue the direct withdrawel from my account for several months. I was charged again September 6, 2024 for $7.63. I have not received any additional equipment. I was told I'd be getting a credit for charges in July $38.14 and August $35.24; however, those have not show up on my account. I'm requesting a refund and a discontinuance of them auto charging me.
Business response
09/18/2024
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
09/19/2024

Complaint: 22292409

I am rejecting this response because: HIPPA doesnt require signature or authority for product return and monetary refunds.
If the company shall disagree with me, they can send me an authorization to sign.
I believe this to be an attempt to avoid the issue and postpone resolution.

Sincerely,

******** *****
Customer response
09/24/2024
Please see the attached signed authorization for you to receive account information. Thank you.
Business response
09/30/2024
Please see attached resolution letter.
Customer response
09/30/2024

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.
I have also reviewed my account and see that the credit has been placed on it.
Thank you so much for your assistance in this matter!

Sincerely,

******** *****
Initial Complaint
09/11/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I receive a invoice in July stating I had a back balance. I have called twice requesting mailed copies of my ****** ****** *** and June invoices which I have never received. Once I was but on forever hold. The second time I was told I would have them in seven to ten business days. That has been over a month ago. I called yesterday and got a hold of a lady that deals with the insurance side. She said she would transfer me. The number she transferred me to rang about 15 times before I hung up. I called back and got the same lady. She was going to send a note over, but they would not get it until today. Which means they would call back while I was at work. I cannot deal with this issue while at work. They want you to create an on line account and get the statement yourself. I refuse to do that. I have had issues with fraud and I will not help company's lay people off or help get postal workers, paper workers and all other involved in getting statements printed and mailed out. I had the same problem last year. I finally ended up just paying it because the where going to send it to collections. I refuse to do it again.
Initial Complaint
09/11/2024
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.
I have received poor and neglectful service through Lincare. I have been waiting since April for my oxygen equipment. They always have an excuse , or they tell me its coming but it doesnt come. A year and a half ago I sent my portable oxygen concentrator in to Lincare for repairs and I never got it back. I want to get out of the contract with them that I signed last April. I want to go to an oxygen supply company that values my business and my health.
Business response
09/12/2024
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.

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