Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sister ***** ***** is a stroke victim with serious complications of Chyrons disease. She suffered a massive stroke on 10/7/23. She has been bedridden since September 2024 after having seizures as a result of the stroke. She has been receiving services from this agency since hospitalization. She was given a hospital bed upon initial discharge from the hospital. Services has been inadequate to say the least. The entire staff needs sensitivity training. Communication skills are very poor from the administrator to remaining staff. Nurse ******* ***** follow up services. It appears that she feels that whenever she places an order for the patient her job is complete. She is never able to give a response when asked when is the expected date of delivery of supplies. My sister developed severe bed sores as a result of a mattress that malfunctioned immediately after delivery. When questioned about it she never had an answer. A second mattress was delivered at the recommendation of the visiting doctor. It too malfunctioned the same week of delivery. When called to ask if someone could come out and check it I was told the agency had not been paid for the original mattress which is not my sister fault. My sister receives ******** and ********* She had the installer to call my niece . He promised to call back after talking with the manager. He has yet to call. Although ******* is a wound care nurse we never knew it. Only found out on her last day servicing my sister. My niece changed her bandages and sent her pictures of my sister wounds. Her supervisor was under the impression that she was taking pictures and dressing my sister wounds. She never did anything for my sister except take vitals. Only once did she provide supplies to care for my sister wounds. My niece asked her for long stem swabs; she asked her to send her a picture so she could see what she was talking about. A wound care nurse she should have known. The company has yet to resolve the issues with the bed.

  Customer response

  12/14/2024

  Please be informed that I am unable to provide billing statements from The provider as my sister ***** *****  is ******** and ******** eligible; therefore they do not provide a statement to her; however *** supplies are provided there is a statement of cost as well as items provided. A signature is required for each delivery. Unfortunately my niece does not retain them. This information should be available through the provider. I am attaching a pdf file of items purchased by my niece.

  Business response

  01/21/2025

  This response is hardly late, we never received any notice of the complaint until the mail was delivered on 1/8/25.  Please see the attached response to the complaint.  I appreciate that these patients had issues with the equipment received, however our company has nothing to do with ordering or servicing the equipment.

   

  Customer response

  01/22/2025

   
  Complaint: 22669945
  
  I am rejecting this response because:
  The company is shifting the blame. If the company was not responsible for the maintenance of the equipment why did your employee attempted to repair the equipment. Each time there was a problem with my sister bed the agency sent their delivery/maintenance person out to repair or replace. Further; if your company wasnt responsible for maintenance why did your employee not request repairs from the maker of the product.. also why did it take 24 days for supplies to be delivered. Your blatant false response is unacceptable me.
  Sincerely,
  
  ****** ******

  Business response

  01/23/2025

  I guess my apologies that our clinician tried to help you fix an issue with equipment that was ordered and sent by the Hospital.  It is our goal to help people that we care for with whatever they need, but clearly it was not appreciated.

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