ComplaintsforAccentCare, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Overpayment Reimbursement Issue: I am reaching out to you regarding a pressing matter concerning an overpayment issue with AccentCare, and I am seeking your assistance in resolving it promptly.As a retired Vietnam Veteran on a fixed income, financial matters are of utmost importance to me. The beginning of this year, I received an invoice from AccentCare and promptly submitted a payment of $195.00 via check dated 1/4/2024 to AccentCare in ******, **********. However, subsequent to this transaction, I was notified by my health insurance provider that they had already covered the cost, resulting in an overpayment situation.Since being made aware of this overpayment, my daughter and I have made numerous attempts to rectify the issue by contacting AccentCare representatives, including Ms. ******** at ************** and ****** at **************, on multiple occasions since February 2024. Despite our persistent efforts, we have encountered repeated delays and assurances that the reimbursement would be processed promptly. Regrettably, as of today, April 22, 2024, we are still awaiting resolution.Given the prolonged duration and lack of progress in addressing this matter, I am reaching out to the BBB for assistance. As someone who has proudly served our nation as a Vietnam Veteran and later as a Correctional Officer for the State of **********, I am now in a situation where I am dependent on a fixed income. Therefore, the reimbursement of the $195.00 overpayment holds significant importance for **** kindly request your intervention to expedite the reimbursement process and ensure that I receive the overpayment amount without further delay. Your prompt attention to this matter would be greatly appreciated and would alleviate the financial strain that this situation has caused.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was billed $30.00 an hour instead of the $27.00 as agreed to in my original meeting with their ************** Coordinator, ***************************. I had 336 hours of care over a two week period in December, 2023 following knee replacement surgery. According to my calculations, $27 X 336 hours comes to a total charge of $9,072. I have paid them $10,410 so they owe me $1,338.00. I have proof of the above information but am unable to download the information. I can mail the pages to you if desired. I have written to them several times and they never return any calls.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Accent care changed the response on my tax forms and has ignored me when I reach out to them about money that is owed to me. They use an overseas app that refuses to respond to concerns or complaints and they just blame the app and gaslight like crazy. It wouldnt be that hard to respond if they actually cared about people. I emailed the *** two weeks ago and have heard nothing. They owe me money and I guess since I made them mad they now say that I owe them. Its hard to explain but THEY KNOW!

  Business response

  11/02/2023

  Thank you for allowing us to respond to this former employees concerns. Our team corresponded with the reporter and has corrected her W4 tax form status; however, this did not impact her payroll withholding. All hours worked were matched with hours paid. Her final check was paid on 11/1/23. The reporter chooses to receive her funds through a third-party application Daily Pay. Once the money is dispersed, communication is solely between the reporter and Daily Pay and AccentCare is no longer a party in the matter.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My grandmother passed away on November 7, 2022. I cancelled the lifeline service the following week with what appeared to be no issues. I received a call from a representative in early January stating there would be a refund being issued by the end of February. As of today, May 24,2023, the refund check has still not been received. I have called numerous times and get told someone will call me back (so far no one ever has) or that they cannot tell me the status. I called again today and was told the refund was put on hold with no explanation as to why or when the refund will be issued. When I asked why the refund was on hold, the representative only said that they do not know why it is on hold and they have no way of contacting the refund department.

  Business response

  05/25/2023

  Good morning,
  
  Thank you for taking the time to reach out to us with all of the information for your grandmother's account. We are sorry for the frustration you are dealing with. We have provided all of this information to our **************************** A Senior representative will follow up with you to obtain further information needed to research her account. 
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Teamere...

  Customer response

  05/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

  Business response

  06/06/2023

  Thank you for an opportunity to respond to this complaint. We have established communication with the reporter. We investigated the concern and explained that the reason for the refund delay was due to verifying monthly balances during an EMR conversion between two electronic medical record billing systems. We apologized for the delay and confirmed the corrected amount of the refund check that was mailed out by ***** on 6/6/23. Thank you, again, for the opportunity to address this concern.

  Customer response

  06/09/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Physician clinical were paid to be faxed over and no one from AccentCare called to tell me that no one serves my area.This is so ridiculous and not true.

  Business response

  06/01/2023

  Thank you for an opportunity to respond to this complaint.
  
  We immediately reached out to the reporter and completed our investigation of their concerns. Upon a detailed review, we confirmed that our policies and processes were followed and that our intake staff immediately notified the referral source that we were unable to safely provide services to that address at the time.  This was due to lack of available personnel in that geographical location from a recent business transaction. We assisted the referrer to identify an alternative provider.
  
  We apologize for any misunderstanding or inconvenience to the reporter.  Thank you, again, for the opportunity to address this concern.

  Customer response

  06/01/2023

  I am rejecting this response because:   
  

  Absolute vague response. What recent business transaction!

  Not acceptable.

  Business response

  06/22/2023

  We followed our policies and apologize for any misunderstanding or inconvenience to the reporter.  Thank you.

  Customer response

  07/05/2023

  I am rejecting this response because:   
  

  The business has repeatedly lied - even to the Better Business Bureau - however, ******************************* has been placed on several social media platforms for lying (TikTok, ******************* and ********* as protected under my 1st Constitutional Amendment). 
  The true issue at hand is that AccentCare has partnered ** with Memorial Hermann Home Health - in the ******* area - and instead of being honest and transparent about the past incidents (with Memorial Hermann Home Healthcare) - AccentCare chose to fabricate a false statement - stating in part, the patient is outside of our service area. 
  However, I personally called the local Accent Home Health office - that covers the Spring, Texas area - and they even confirmed they have coverage,

  Therefore, I have taken it in my own hands to social media blast the Accent Care representatives who have lied and who knows, maybe theyll become famous / while my truth is constitutionally protected.

  I would love to hear from AccentCares legal counsel department. Give me another reason to add to what has already been social media posted - and give me specific attorney names to specifically reference,

  Unacceptable and I do not accept.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The last 3 providers stole from me, would not performed their job tasks and I can not report to the company coordinator Debon becaise I am blind. I spoke to the coordinator, she said she would call me once a week to chenck on me to make sure her providers were not abusing, the last provider would not work, refused to do anything, when I tried to call the service to report the problem the provider refused to do so and now I have not service, I have not groceries in my home and I have not eaten in two days.

  Business response

  04/21/2023

  Thank you for an opportunity to respond to this complaint. Our investigation is ongoing and we are in communication with the reporter to discuss his ongoing needs and concerns. He has requested assistance with tasks outside of our service scope.

  As best practice, our employees meet ongoing federal, state, and local requirements for background screening,monitoring, and training per company policy.
  
  Thank you, again, for the opportunity to address this concern.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October X XXXX I was informed I was discharged from care because my assigned nurse felt I was "non-complaint" and that there was drugs in my home making my home an "unsafe work environment" . It was also stated that I was non responsive to the nurses instruction. This nurse was rough with me while repositioning me and I cried out. I recently broke my hip and the nurse was there to change my dressings. She refused to use the ones my doctor prescribed me and had sent to my home and wanted to use inferior bandages which cause great pain upon removal. I have also been clean from all drug use since entering the hospital and there's no drugs or paraphanalia in my home. For her to assume such is outrageous; and upon speaking to the assistant director of the San Diego office she supported the falsehoods of this employee without even contacting me to get my version of events!,

  Business response

  01/18/2023

  Business Response /* (1000, 7, 2022/11/02) */ Thank you for an opportunity to respond to the complaint. Following investigation, we conclude that the Agency followed its standard discharge policies and procedures to address safety concerns raised by agency staff. The environment described in this report was not conducive to allowing agency personnel to effectively deliver care as ordered and the physician was notified of discharge. The reporter's spouse verbalized understanding of the situation and indicated the need to seek care in an alternate setting. We have taken the following additional steps with respect to related processes: (1) reviewed our discharge process as it relates to services ordered; (2) reviewed our processes for acceptance of patients, ensuring treatments are provided as ordered; and (3) reviewed with our admitting clinicians' guidelines for comprehensive assessment of patient needs. If additional information is requested to resolve this case, we will need a written authorization from the complainant to release any protected health information. Thank you, again, for the opportunity to address this concern.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We received an in-home care shortly after our new born last year under the IMPRESSION and CONFIRMATION with hospital (Fairview), insurance company (United Health), in-home care provider (AccentCare), AccentCare nurse that came to our home that the in-home care service will be 100% free for us. However, after that visit, we got billed for the service, wife with $ 27.00 (*****************) and child with $ 135 (*****************). We just want to seek compromise that we do not need to pay anything as we have confirmed with multiple parties before accepting the service. If we knew this would cost money, we wouldn't mind to go to the hospital than have a nurse visit at home.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/01) */ Review of the concern showed a miscommunication with the client. Both accounts were relieved of any remaining charges that were present after commercial insurance covered their portion of the services delivered. The client will not be required to pay any charges. Thank you.

*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. ↩