ComplaintsforHome Medical Products

• Initial Complaint

  03/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive been a customer for sometime now. ******************** will attempt to call, leave voicemail, and email when advising of a medical supply re-order. Which I agree is standard practice. However, after multiple request with responding to the phone calls *** asked repeatedly fo only email over the course of a year. If I feel I need more supplies I will response to their email prompt. Its fallen on deaf ears repeatedly. The last attempt ended in one of their employees hanging up on me when simply asked to be removed from their call list without any emotion in the conversation. After words I tried to go to the website and find a place to file a complaint or an email I could use to let them know about my experience. Such an email was very difficult to find so I contacted ****************** in 11/3/24. There was no response. This communication tactic is aggressive at this point when they do not respect how you prefer to communicate nor have a clear path to file a complaint or seek resolution.

  Business response

  03/24/2024

  Good Morning 

  In response to the complaint, we received ID ********. The complaint has been resolved with the patient. ***************************** spoke with patient the date we received the official complaint. He was able to talk to patient and go over everything and address. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i eceived a wheelchair from this company as i am a double amputee. *** explained to them that i primarily use the char to get groceries or anything i cannot carry. i reported it broke , at only 4 months old might a add. but ive been waiting 3 months if not more to get it repaired. now as a result of their neglect, *** injured my arm rather badly. upon carrying a large bag of groceries from the store , i tore my bicep muscle . this is a very,very painful thing and also was supposed to start a job on the day i went to emergency room. this should have been a simple fix or replace. but now im out of a job and many many painful nights of unrest. ireally need this matter resolved as now i really cannot go to store at all. thank you sincerely.*****************************

  Business response

  09/20/2023

  Patient received Power Wheelchair on 3/3/2023. Patients remote is under warranty and we have ordered the remote,currently waiting for the vendor to ship the product. Called our purchasing director to find out the status of the Joystick/Remote order. He stated, per Pride Mobility website this item is on backorder with no expected ship date to HMP. We are the mercy of the vendor for the part.

  
  Also pertaining to ****************** primarily using the *** to go get groceries, we have explained to him the *** is used for in-home use only per his insurance guidelines, and any misuse will/can void any warranty. Also, after speaking with ****************** and informing him not to use the *** outside he proceeded to tell us he was going to continue to it to go to the store, thats why he bought a $100 basket to get his groceries.

  
  We are doing everything we can to educate the pt on the proper use of the chair and its intent and trying to have anything warranty will cover to cover, but if he continues to use it for unintended use the warranty could end. 

  Customer response

  09/20/2023

   
  Complaint: 20621250
  
  I am rejecting this response because:
  because this i a c*** excuse.  my doctor used this compant out of trust.  trust that her patients will be taken care of.   i do not accept that they send someone that is not capable of working on this chair to guess maby what might be wrong with  it while i wait.  it is their responsability to get me in a chair. Honestly  i am a bi lateral double amputee.  they need to get me a **** chair.   Also as far as them saying they have educated me on the use of the chair  , thats bull c*** ive actually asked the gentlaman when he came under what conditions i could use it,  i was to;d as long as there was no water on th streets, it should be fine.  and until the lady called a few weeks ago telling mt that  it was indoor use only, this was the first id heard of it.  but ive made it clear of what i use it for and if you cnt understand that then  ******************* its my only way to get to the store  and carry anything back.  should have given me an outdoor chair.  ut the chair has never been out in and wet conditions, matter fact hadnt been used in week or more prior to going out. but its your responsability to get me a working chair.  you sod this one  f***** replace it. because its probably not the joystick so ll wait all this time to let snother idiot guess what may be wrong.  i will be sure my doctor know tis situation and how unwilling you are to get me going..

  
  Sincerely,
  
  *****************************

  Business response

  09/26/2023

  Mr.************;

  You spoke to ******* on 9/20/23 regarding the matter and I believe you and her resolved the complaint. If you need anything else please contact the office. 

  Customer response

  10/07/2023

  no this has not been taken are of.  they contacted me   i believe on monday.  the 2nd and said the part was in  someone would be there tuesday  i waited all day, no one came.  i called wednesday  they said thursday but the same no show   i called late thursday  i was told i would receive a call early friday  but no show, no call.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Around 06/05/2023, I took in my Resmed ******** 10 machine to the ************ office and was told that the machine would have to be sent to the manufacturer for repairs. (I have a heating tube, but the machine would only stay heated for 10 mins and then blow cold.) I was told it would take 30 days for repair. They never offered a replacement or a loaner at that time. I have severe sleep apnea and should not sleep without a machine. It is now over **************************************************** to pay my bill. I requested a refund and they told me that I was a rent-to-own however, there was never a signed contract stating that. They originally told me that my insurance required 10 months of billing. I have not verified that with them. I have to date spent ****** for c*** that does not work and they refuse to refund me so I can buy a machine elsewhere. They said they can cancel my account and I would not receive my money or my machine. I could die in my sleep and they do not care as long as they have my money.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My ******** **** machine (Serial number sn ************* ) was recalled.I filled out the paperwork with ******** to get a replacement (confirmation number is 2021092801369662).A replacement was approved.******** says I will get a replacement from Home Medical Products, **** (the company I originally received the **** from, ******** is the manufacturer.)Home Medical Products refuses to send me a replacement.I spoke to their manager ******* and she was very rude, telling me there was no way I was getting a free machine from her.I am disabled and now every night when I go to sleep I pray that this machine doesnt kill me in my sleep.Please help.Thanks,*********************************

  Business response

  10/18/2022

  Contact Name and Title: *************************
  Contact Phone: ************
  Contact Email: *****************
  Please see our attached response letter.
  See Attachment/File: *********** - BBB 37216785 - 101822.docx

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A prescription was ordered for a ************ dream machine. Home Medical Products switched the prescription with different product. My doctor has been unable to directly read the sd card which has resulted in co-pays wasted! I believe it is unethical AND wrong to switch an RX without a doctor's order. I have been told that the company will not take back this machine . I would have to pay out of pocket for the correct prescription!

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/03) */ Please refer to the letter attached to this response. Thank you, Michael *****, HMP Consumer Response /* (3000, 7, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) My physician did not sign off for a substitute for his RX order. In fact when he discovered several patients had this machine in place of the prescribed machine, he made direct contact and told them not to supply his patients with this product. The office then asked for replacing the machines and was told they could not and would not replace the machines. If The doctor can't read the data from the SD card and the app did not work. I was on the phone with the Jackson office to go step by step to use the app in order to read the data. After several steps the app failed to work. Yes the SD card was sent and read but compliance required has cause time wasted and money wasted. ******* is my Medicare insurer, who based payments on the original RX, and my next step is to contact Humana to deal with the problems. It should not be this difficult to use a CPAP. PS. The doctor's office called this morning and said to use the app or physically take the card to the Franklin office. Business Response /* (4000, 9, 2022/03/09) */ Please see the HMP rebuttal response attached... Consumer Response /* (3000, 13, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is trying to resolve the original complaint, but as of this date it is not resolved. We did verbally speak about the issues, however, no solution as of yet - because physically carrying the SD card to the Franklin office or mailing the SD card is not satisfactory for me. The non readability of the card by the doctor's office is not helpful for ongoing support. This may take more than 7 days to see if an add on piece of equipment will make it possible to get the data off the card cellularly.They also need to contact the doctor's office to let them know how to obtain data from the card. Business Response /* (4000, 15, 2022/03/10) */ Please see HMP's attached response. March 10, 2022 Nashville Better Business Bureau (BBB) Case #******** Good afternoon, Please note, in order to follow HIPAA guidelines and to protect the personal health information of our patient, we will refer to the patient as “Ms. G.” in this response letter where applicable. We received email notification of the case number and subsequent response from the patient on March 10, 2022. The email stated the patient did not accept our written response dated March 9, 2022. Pertinent information from our March 9, 2022, telephone conversation follows (for historical purposes): I spoke to Ms. G the morning of March 9, 2022, after a follow-up appointment with hey physician. She had been able to download usage data to her phone but her physician was unable to get a hard copy into her chart notes. Ms. G. stated that her physician wanted download data every 3-4 months. I reiterated the options for HMP to use the **** for the SD card (like we accomplished in December 2021) or as our respiratory therapist noted, Ms. G. could stop by our Franklin location and we could complete the download there. The address for the Franklin branch is ********************************** Franklin, Tennessee 37067, phone –*************. I inquired about her concerns with billing her health insurance company, Humana, and verified that HMP has billed monthly per the guidelines in place for rented equipment. Ms. G. asked that if she returned the PAP device to HMP, would we discontinue billing Humana. I verbally responded that we would indeed cease billing if her final decision is to return the PAP device. After our telephone conversation, I reached out to Amy ****, an HMP staff member, who may have a solution for download issue. I left Ms. G. a voicemail with Amy’s name and mobile phone number. This is the email I received from Amy **** after a telephone conversation with Ms. G the afternoon of March 9, 2022: I spoke with Ms. Griffith. I explained that we are in the process of mailing out a cellular module for her Luna II PAP and why she hadn’t received one prior. I asked that she call me directly for help getting connected once she receives it and provided my mobile phone number. I explained that in the event that the module connection is unsuccessful, we will still need to get an SD card download to be able to get the data to her physician, but that I will work closely with her to make sure that data is available for Dr. ********* before any upcoming appointments. Ms. G., I realize that we haven’t completely solved the SD card issue as you would like, but I do think it best to wait until you receive the cellular module and follow up with Amy ****. If the result of that interaction is not what you want, please contact me and we can review the available options at that time. If you have any questions, please contact me at the information below. Respectfully submitted, Michael *****, HMP Cell: ************ Email: ***************** Consumer Response /* (4200, 17, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Waiting to see if add on to the machine will solve data transmission to my doctor's office. I was told by Amy that some machines came with this and on and some did not.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  told different things about equipment replacement schedules. missing items from cpap order but bill insurance company will not support replacement products when product sent is inferior and wears-out or breaks before timeline of how long it should last- they ask the customer to pay out of pocket for inferior products that do not last as long as they should.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/02/10) */ Contact Name and Title: Michael *****, Compliance Contact Phone:************* Contact Email: ***************** Please see the attached document as our response to the case in question Consumer Response /* (3000, 7, 2022/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not expect 3 per month- I expected 3 every order which is every 3 months so there should be 3 total each order. I filed with the BBB before contacting united health care and she asked I get on the call with her when she called home medical products, so I did. The re-fit was offered before I had an appointment with my Dr in which he prescribed a new type of mask. I have no trouble with the mask/seal itself, the problem is the velcro has worn out and the mask will not stay attached on one side. As far as the items that were claimed to have been sent, I am told a certain amount of filters, etc are being sent and they were not. Every order I was told something else about amount and timeframes for replacements. The call I had with UHC and HMP rep AFTER I filed BBB claim, the replacement schedule was explained and written down. Furthermore, I was advised to check the packing slip and compare items, and I will take pictures for proof from this point forward. Also, I will call with 30 days to report missing items or damaged items. Business Response /* (4000, 9, 2022/02/21) */ Please see the two (2) attached documents attached. Consumer Response /* (2000, 11, 2022/02/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the headgear and the next 3 month supply. I took a picture of the invoice slip and all the equipment in the box. Everything was there this time. Thank you. I will continue to do the same for future orders and call as soon as I know there is a issue- I will check the shipment within 24 hours. I will call and try to schedule a fitting as soon as I can. Right now I am dealing with physical therapy, a recurrent hyperparathyroidism diagnosis and now a possible MS dx and am scheduled to see a neurologist and endocrinologist. I cannot ask for more time off from work, which is what I will need to do since your office hours are the same as my work hours.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩