Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sit here waiting for delivery of my dexcom G7 sensors from Home Care Delivered. Ten days prior to delivery I confirmed reorder. Then again they change date for delivery and I am left with no sensor for 2-3 days disrupting my care. I am so tired of making phone calls and being giving excuses.Prior to approximately six months ago I always received sensors 1 to 2 days before last sensor expired. So what happened? Their service has just dropped off. My insurance company says they have a good rating. I would have believed this six months ago but not now. It is just exasperating to this senior citizen. Can someone find out their problem and return to service i was receiving.

  

  Business response

  10/29/2024

  October 29, 2024
  
  ******* ******
  *****************************************************************************
  
  
  RE:     Home Care Delivered, Inc. Order Number 7339731
  
  Dear Ms. ***************** October 28, 2024, Home Care Delivered, Inc. (HCD) received notification from the Better Business Bureau on your behalf regarding a delay in shipment of your supplies.
  
  We take great pride in ensuring our customers receive the best quality of service. On behalf of ***, we apologize for the issues you experienced and thank you for letting us know about your experience.
  
  Our customer service and insurance verification teams immediately reviewed your order and confirmed it was scheduled for shipment on October *******. The delay in shipment was a result of the manual insurance verification process that is required due to a technical error with the insurance verification vendor. To address your concern, we identified a process to confirm your order ships timely next month.
  
  At HCD, our commitment is to provide a high level of service to our customers, including excellence in the delivery of quality medical supplies. We thank you for being our customer and look forward to providing your future orders. 
  
  Sincerely,
  
  Home Care Delivered *********************
  
  Home Care Delivered ********************* 
  
  

  Customer response

  11/02/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.].     

  When deliveries started being late, I checked my account and would see delivery date change two to three times from date posted.  This date was posted when I would confirm reorder which was requested by HCD ten days prior.  When I called HCD I was always told they needed to verify my insurance even though they had my reorder confirmation ten days prior to delivery date.  All I want is prompt delivery of my Dexcom G7 sensors so there is continued data for my doctor.  What happened for this disruption in my deliveries when prior to past six months I always had new sensors one to two days before last sensor expired
  
  Regards,
  
  ******* ******
  
  
  
  

  
  

  

  Business response

  11/04/2024

  Ms. ******,

  We would like to extend our apology for the issues you experienced and thank you for letting us know about your experience.
  
  We reiterate that the delay in shipment was a result of the manual insurance verification process that is required due to a technical error with the insurance verification vendor. To address your concern, we identified a process to confirm your order ships timely next month and we do not anticipate that you will timely receive your next shipment.
  
  At HCD, our commitment is to provide a high level of service to our customers, including excellence in the delivery of quality medical supplies. We thank you for being our customer and look forward to providing your future orders.  

  Thanks,

  Compliance Department

  Home Care Delivered, Inc.

  Customer response

  11/05/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******* ******
  
  
  
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Because a customer approximately a year ago. At the beginning my Physician submitted appropriate forms of all diabetics supplies needed for my Type 1 diabetes. Each medical supply company job is to provide all supplies the physician has documented for each ********** supplies were coming with all necessary supplies ordered, then I noticed over the months I was being shorted two boxes of test strips which my physician authorized four boxes for a legitimate reason. I contacted Home Care Delivered to find out where are my two missing boxes of test strips, was put on hold to look into it, *** came back stating I was correct and I must have called them to stop the two other boxes to only get two. I indicated thats a croak of bull and why would I stop something Im in need of, *** was argumentative insinuating I stopped it. Stated they cant ship out the two boxes I would have to wait until my next order ship to get four boxes.If Ive been withheld two boxes over months then the four would go out next shipment? ***************** is paying for this bundle and apparently insurance has been paying for all my supplies including four boxes of test strips? Where are these two boxes going thats accumulated over months me getting only two ******** keep the ***eats this issue is currently still happening, if I do not call them I consistently receive two boxes instead of four, the company will send the four for the next 1-2 shipments just to began getting two again.If and anytime any *** states someone will call you on any matter, please do believe it. When my 09/19/24 was shorted again next day I was on the phone, of Im told yes I do see your authorized to get four boxes and someone will call you back.10/01/24 came and no calls, I reached out again just to be grilled and questioned by this *** name *****..she had the audacity to ask a patient why do I need so many test strips if Im on a insulin pump?? I asked was she a physician and its between my physician and myself

  

  Business response

  10/10/2024

  Dear Ms. Coker,
  
  On October 3, 2024, Home Care Delivered, Inc. (“HCD”) received written notification from the Better Business Bureau of your complaint regarding the quantity of supplies you requested from HCD.
  
  We take great pride in ensuring our customers receive the best quality of service. On behalf of HCD, we apologize for the issues you experienced and thank you for letting us know about your experience.
  
  We reviewed the detailed information outlined in your complaint and our system. We found that the medical documentation provided by your physician does not support the quantity of supplies you are requesting. The physician’s order signed by your doctor outlines that your testing frequency is 4 times per day over a 30-day period totaling 120 test strips. There are 50 test strips in a box which would permit HCD to send you 3 boxes.
  
  As it relates to the question from our staff regarding the need for the additional supplies, our staff routinely ask these types of questions to better understand your healthcare needs. In addition, this helps us to advocate on your behalf when reaching out to your doctor or your health plan as necessary. Again, on behalf of HCD we apologize for the inconvenience this may have caused you, but without this information we are unable to request approval for additional supplies from your doctor.
  
  At HCD, our commitment is to provide a high level of service to our customers, including excellence in the delivery of quality medical supplies.  We would welcome the opportunity to be your supplier if your needs change. 
  
  Sincerely,
  
  Home Care Delivered Compliance Department 

  Customer response

  10/11/2024

  If I’m ordered to receive even the three boxes as Home Care Delivered specified then why am I contacting to receive two boxes instead of three? Either case your not submitting what my Physician ordered for me. I’ve communicated with your staff many times indicating there are four boxes my physician documented, now your stating three. Either way I’ve been receiving two a long time until I call to find out why I stopped. Yes I do start getting what’s ordered a couple months just to start getting two. You can’t just stop and change anything on your own because it doesn’t make scene to you, what takes place between my medical condition and physician is not your concern and confidential. Your no insurance company, your a supplier 

  Terease

  
  
  
  
  

  

  Business response

  10/11/2024

  Ms. Coker, 

  On behalf of HCD we apologize for the inconvenience this may have caused you regarding the quantity of supplies in your previous shipments. The physician’s order signed by your doctor outlines that your testing frequency is 4 times per day over a 30-day period totaling 120 test strips. There are 50 test strips in a box which would permit HCD to send you 3 boxes which is what you will receive in your next shipment because HCD does not have documentation from your doctor ordering 4 boxes of test stripes. 

  We would like to reiterate that our staff routinely ask questions to better understand your healthcare needs. This helps us to advocate on your behalf when reaching out to your doctor or your health plan for authorization approvals that are sometimes necessary. 

  At HCD, our commitment is to provide a high level of service to our customers, including excellence in the delivery of quality medical supplies. We would welcome the opportunity to continue as your supplier, but we are required to provide supplies in accordance with your physician's order.

  Sincerely,
  
  Home Care Delivered Compliance Department
  
  Home Care Delivered Compliance Department 

  Customer response

  10/15/2024

  Thanks for your prompt responses to this matter, if I’m mistaken the four boxes except my apologies, I’ve always known it was always more then two boxes, even so you’re fully aware of the three boxes to be ship and yet I’ve been dispensed two for a long time. How is it each time I call the matter does get verified and I began receiving what I’m supposed to just to take it among themselves and stop after a couple months. One rep tried telling me I must have called to stop it…really? Moving forward I can except the three boxes I’m entitled to, I to advocate for myself as well, reason I’m here, didn’t have to go this route if your staff would at least reach out to patients as they state they would, not once has anyone telephoned me back for any other reasons as well, I shall clear this all up at my next doctor appointment for myself. Like I stated if I was mistaken with four boxes my apologies again, three boxes it is unless something changes on my physicians end and not HCD.
  
  Thank You.
  
  Be Blessed
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since new CEO took over there is no morale, no accountability, no compasion of upper management for the well being of their employees. They want to micromanage. They want to talk and not listen. They just care about the money and that's it. They want to undermine their employees and takes everything it can ro come to work everyday

  

  Business response

  07/25/2024

  We acknowledge receipt of the complaint and we have taken actions to respond to the complainant directly and find a resolution.

  Customer response

  07/25/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************
  
  
  
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We receive a monthly order of bed pads and diapers from this company and have been for years. Bed pads have been inadequate for months but thought supplier might be trying new suppliers. Pads were really bad the month of May. Plastic and cotton falling apart even before use. Contacted HCD May 17th and spoke with CS who apologized and said replacements pads would be coming to us. Two weeks went by and no new pads. Contacted CS again to be told a order was on the way. An order arrived but was the regular June order. Contacted HCD to be told now I was out of the 30 days and would not receive replacement pads. After a threat of contacting the BBB and ******** I was told the replacement **** would receive authorization to release pads. Was contacted by HCD two weeks ago about a July order and paperwork for confirmation of June order. Explained I still had not received the pads and she was to let that department know. To date they have still have not sent replacement pads.

  

  Business response

  07/28/2023

  Please see attached response

  

  Business response

  07/28/2023

  Please see attached response 

  Customer response

  08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  12/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company is selling a defective medical device. After waiting over 5 weeks to receive a Dexcom 6 CGM it finally arrived. The first sensor lasted 8 days not the advertised 10. I called HCD to complain and was told I would have to call the manufacturer. I didnt buy the product from the manufacturer, I purchased it from HCD. I had already called the manufacturer and encountered a person that did not speak understandable English and was no help. And wanted my account information. I dont have an account with the manufacturer, I have an account with HCD. If I have a problem with a product I contact the store that sold it, not the manufacturer.

  

  Business response

  12/27/2022

  Thank you for alerting us to ********************** complaint.  Please let ****************** know that we take his complaint very seriously and are in the process of researching all of the issues described.  We are sorry that ****************** experienced anything other than excellent customer service from **********************. We will follow up with a formal response at the completion of our research

  

  Business response

  12/29/2022

  Regarding Case Number 18640213

   

  On December 27, 2022, we received written notification from the Better Business Bureau of a complaint that you had filed regarding medical supplies.

   

  Thank you for allowing us the opportunity to formally address your concerns.  It is our commitment at Home Care Delivered, Inc. (Home Care Delivered) to provide the very best products and service to all our customers.  We sincerely apologize that your experience fell short of your expectations.

   

  We take customer complaints seriously and have conducted a step-by-step review of your order.  Our goal is to resolve gaps in customer service.

   

  On December 27, 2022, we received your complaint regarding your CGM equipment and immediately reached out to you to address your concerns.   A member of our **************** Specialist team reviewed your information and immediately contacted you to understand your concerns and take the necessary steps to resolve them.  We appreciate your candor in expressing your frustration.  To ensure you have enough supplies, we overnighted an additional sensor to you, and we have confirmed delivery on December 28, 2022, at 12:11pm.  

   

  We take great pride in ensuring our customers receive the best quality of service. On behalf of HCD, I apologize for the issue you experienced and thank you for letting us know. If you experience any issues with your supplies again, please do not hesitate to reach out to us immediately.

   

  At Home Care Delivered, our commitment is to provide a high level of service excellence in the delivery of quality medical supplies.  We appreciate the opportunity to be your supplier.  Please feel free to contact me if you have any additional questions or concerns.

   

   

  Sincerely,

  ***********************

  Director of ****** Services - Quality

  Customer response

  12/29/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company promised that if we cancelled our order from another company, they would quickly fill our needed medical supply order. We have now spent months trying to get supplies for my special needs brother and I have heard every excuse in the book, from your doctor didn’t return the fax to our departments don’t communicate with each other. Every customer service representative tells me something completely different and some are just downright rude. They asked me to send a photo of a document and then, I received a snappy email stating that they don’t accept photos. They told me for weeks that my doctor was not sending in the paperwork so I drove the 5-hour round trip to the doctor and watched her fax it to them. The new excuse then became that their fax machine does not always get all incoming faxes. I am promised every single call that they will do everything possible to solve this problem and that I will be kept in the loop…but I always have to reach back out to them. They tell me to contact my doctor and when I do, they say that I must be giving her incorrect instructions. I asked multiple times what paperwork was needed and i asked for specific details. I was told that two documents were needed so i called my doctor’s office to explain. When I called this company back to ask status, i was told that only one document remained so I asked what the letter needed to say. I took my notes to her office, watched her write the letter, watched her fax the letter and brought a copy home. Then, I was told that different information was needed in the letter and that two documents were needed instead of one. To be fair to my doctor, never do we have prescriptions or paperwork not done. In addition, my brother needs two types of supplies from two different doctors and this company had issues with both doctors. They just want to play the blame game and I feel duped by their original promise. He is now having to pay for expensive products on a fixed income.

  

  Business response

  04/01/2022

  Thank you for alerting us to Ms. ****** ****** complaint. Please let Ms. **** know that we take her complaint very seriously and are in the process of researching all the issues described. We are sorry that Ms. **** experienced anything other than excellent customer service from Home Care Delivered. We will follow up with a formal response at the completion of our research.

   

  Thank You,

  ****** ******* | Clinical Team Coach
  Home Care Delivered, Inc. | A Medical Supply Company
  Westmark Office
  ***** **** ***** *** *** ***** | Glen Allen, VA 23060
  ************ **** **** phone
  ************ fax
  ***********
  
        

  This message and any attachments are intended for the individual or entity named above. If you are not the intended recipient, please do not read, copy, use or disclose this communication to others. If you are not an addressee of this transmission, please notify the sender immediately by replying to the message and delete it from your system. Thank you.

  

  Business response

  04/06/2022

    

  On April 1, 2022, Home Care Delivered, Inc. (HCD) received written notification from the Better Business Bureau of your complaint regarding delay in obtaining medical supplies for your brother.

   

  First, I apologize for the delay and miscommunication that was provided regarding the paperwork required to supply your order.   We reviewed the detailed information outlined in your complaint to identify opportunities to address your concerns and so that we can provide efficient service. Medical documentation requirements differ for individual insurance plans, and that appears to be the root cause of our teammate’s misunderstanding that led to the miscommunication regarding the documentation needs from your provider.  We addressed your concerns with the appropriate teammates so that we can provide accurate and complete information to our customers going forward. Again, we apologize for any inconvenience this may have caused you and thank you for your patience and cooperation as we worked through your concern.

   

  Our team Supervisor has worked directly with you prior to the order shipment and followed up after delivery to ensure that we resolved all your concerns.  

   

  We take great pride in ensuring our customers receive the best quality of service. On behalf of HCD, I apologize for the issues you experienced and thank you for letting us know about your experience.

   

  At Home Care Delivered, our commitment is to provide a high level of service excellence in the delivery of quality medical supplies.  We appreciate the opportunity to be your supplier.  Please feel free to contact me if you have any additional questions or concerns.

   

  Sincerely,

   

  ***** ******

  Director Customer Enrollment and Insurance Verification

*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. ↩