Complaints

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm haluk aykut = received, G 7= glau**us monitor with 8 censors on April - 15-2024 and I open one of the censor packs and attach to my arm just like what directions said I try use the censor about 3 day and i was getting numbers from their monitor was not normal. at the same time i was checking my glau**us level manually like i was checking **** 20 years and their numbers was way too much high than my manually checking number. I mean way to high 60 the 50 points difference and this can be very dangers on insulin injections if you read high number you going to inject high amount of insulin and it can Couse death from very lower level glau**us it can change the function of brain and heart and I Coll my insurance ** and my supplier and my supplier stop usen and return everything back. and they email me *** COLL TAG and same day I put back in box and take it to *** store with *** tracking number of = 1Z EV74740342667821 AND if anyone enters this numbers to *** tracking they will see the answers which is Deliverd on wed, MAY-1-2024 On ***** am so, they < performance home medical > have the items back and they are still sent in me a statement to pay them. I don't owe them any money and I don't Want their product because is danger for people's life. after that I call 5 times and their people answer the phone **** will fix the problem bout nothing get fix and they keep send in me bill and now they threaten me to take me to **llection with extra ***** $ late fee ( performance home medical ) have the items back and they want me the pay for nothing they don't care how many times I call. and I'm proven merchandise have been return. I want to receive a statement with 0 balance.

  Business response

  06/25/2024

  Hello,

  We apologize for any inconvenience caused to Mr. ***************** style="font-size: 0.875rem;">We have confirmed that the package was received and have submitted the necessary adjustments, including a refund to Humana on 06/20/24. Once the account adjustments are completed, ****************** account will reflect a zero balance.

  We will ensure that ************** is contacted to confirm the resolution and provide a statement showing the zero balance. Additionally, the invoices have been suspended in our system to prevent any past due notices from being sent. Please note that if additional information or assistance is needed we can be contacted via email at: ********************************************.
  

   

  Thank you,

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

   Director of Compliance & Regulatory Affairs

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are charging g me $103.00 per month every month over a period of 9 mo the of which I did not buy anything 6 of those months.

  Business response

  05/21/2024

  Response to the Better Business Bureau Regarding *********************************' Complaint

  Dear Better Business Bureau,

  We are writing in response to the complaint filed by ************************************* regarding billing and collection issues related to her account.

  Customer Information:
        Name: *********************************
        Address: ******************************************
        Daytime Phone: **************
        E-mail: *******************

  Details of the Complaint: ****************** stated that she was charged $103.00 per month over a period of nine months, during which she did not purchase anything for six of those months.

  Our Findings: After a thorough review of ******************' account, we would like to clarify the following points:
  1.Date of Service and Charges:
        ****************** was charged $103.21 for her supplies from the date of service (DOS) on February 7, 2024. This charge was applied to her insurance deductible.
  2.Insurance Processing and Invoice Posting:
        ************* claim for the supplies was processed and posted on April 11, 2024. Subsequently, the payment batch was posted on April 22, 2024, at which time the patient invoice was generated.
  3.Review of Charges:
        All patient balances from September 23, 2021, to the current date have been for supply orders. We have not charged ****************** $103.21 for the last nine months, as mentioned in her complaint.
  4.Communication with ******************:
         On May 14, 2024, ****************** spoke with our representative, *****. During this conversation, the billing details were explained, and ****************** acknowledged the explanation provided.
  

  Conclusion: Based on the review, the charges on ******************' account are valid and correspond to the supplies provided and the processing of the insurance claim. We believe there may have been a misunderstanding regarding the timing and nature of the charges.

  We value ****************** as a customer and are committed to providing transparent and accurate billing information. If there are any further questions or if ****************** requires additional clarification, we encourage her to contact our billing department directly at her earliest convenience.

  Thank you for your attention to this matter.
  Sincerely,

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

  Director of Compliance & Regulatory Affairs

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Dec, 2012, I had a sleep study performed by St. *************** done at home, and in Jan, 2013 I picked up my first CPAP machine at Performance Home Medical. In Jun of 2016, my pulminary physician from ********** recommended that my CPAP machine be upgraded to a ASV machine. In Dec of 2022, the machine started displaying a error message that parts of the machine were ending their life-end and that I should contact my medical suplier! In Jan, 2023, I was informed that I needed a prescription renewell from Multi_care. It was not until 29 Mar 2023, that I received my new machine after many, many telephone calls concerning the prescription, and its details! It wasn't until 18 Sep 2023, that I was informed that I was supposed to make a follow-up appointment with my pulminary care physician to insure that the machine was doing what it was supposed to. On the 29th of Sep, I was informed that I owed a balance of $3900! I had never received a invoice or bill of this, and was told that I can't pay it off because ******** would no longer honor my contact! I have kept ordering my supplies, until Mar, 2024 when I ran out, and I couldnt re-order because of an outstanding balance! I was able to go to myAir web site, and obtain a history report for the last 3 months. I still can't re-order supplies! I have now been without a functioning CPAP machine since the Easter weekend in March, and the future does not look promissing!

  Business response

  04/11/2024

  *******************
  9909 **********  ******, **  98338
  Daytime Phone: ***********
  E-mail: **********************

  Dear ************,

  We are writing in response to the complaint filed regarding his experience with our services. We appreciate the opportunity to address your concerns, ************ and to provide clarification on the matter.
  Upon reviewing the timeline of events provided, we acknowledge the challenges faced in obtaining a replacement CPAP machine and the subsequent issues with billing and supply reordering. We understand the frustration this has caused and are committed to resolving the situation promptly.

  While we understand the disappointment with the delays and miscommunications, we want to assure you that we are taking steps to improve our processes to prevent similar issues in the future. Additionally, we are committed to working with you to explore payment options that will allow you to resume receiving the needed supplies without interruption.

  Our customer service team will be reaching out to you directly to discuss how we can address any concerns and ensure your satisfaction moving forward. We value you as a customer and appreciate your patience as we work to rectify the situation.

  Thank you for bringing this matter to our attention. If you require any further information, please do not hesitate to contact us.

  Sincerely,

  *******************, CNA
  Director of Compliance and Regulatory Affairs
  P: ************
  F: ************
  E: *****************************************
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I talked to a CSR on the phone who told me that they could rent me a cpap for $85/month. She told me they could rent me the ***** which is reusable, but that I must buy items that were not reusable (masks, tubing, filters, and water tanks). I emailed the company to ask if I could just rent the machine alone, without anything else. They called me back to say that yes, they could send me only the rental machine without any additional purchase. I asked for confirmation that the total price would be ~$85/month as I was previously quoted. They sent me to billing who told me that because of insurance it was "impossible" to know how much the company would charge until after it shippped. I clarified that I didn't need to know the allowed amount, just what PHM would bill to insurance. They still wouldn't tell me a dollar amount, but she told me that they would bill for code E0601. She sent me back to customer service who said, $85 was a good estimate of the amount that I would pay. Later that day, another CSR called me back to double check that I did not need anything beyond the machine itself, and they confirmed.I was billed not just for a rental machine ($103.13/$84.23 allowed), but for the "purchase" of a humidifier ($278.08/$201.72) and a water tank ($0/$0) as well. I brought everything back to the nearest office; they informed me that they could not to me without "selling" me a "humidifier" for $278 because the machine is advertised as having a humidifier included. There is no component of the A11 outside of the water tank that humidifies air. If you replace the water chamber with an endcap, you have a cpap without a humidifier.The office took the box back, acknowledging that I hadn't touched anything. Billing told me I would be charged a 15% restock fee for "purchased" items even though that I was told that I would not be purchasing anything. The refused to tell me a total dollar amount. I still don't know what they plan to charge me for their lies and mistakes.

  Business response

  10/19/2023

  Hello,

  Thank you for submitting your complaint and giving us the opportunity to respond.  As I explained earlier today (Thursday, October 19, 2023), we were mistaken when providing the quote for the cpap device and not including the charges for the humidifier.  The cpap device does include a humidifier and there is typically a separate charge for it.  Regardless, as I mentioned to you during our phone call and on the follow up email to you, we have removed any charges that are related to the cpap device and humidifier.  Again, we appreciate your feedback and have spoken to our to team to remind them the importance of including the humidifier when quoting a price for a cpap device.

  Thanks,

  Performance Home Medical

  Customer response

  10/20/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Performance Home Medical is saying I have to return CPAP equipment in for non-complicance! They claim they texted me about it but I have never gotten any, & I CHECK my spam text. I just checked it again, now. No non-compliance texts. They have my correct number. I have never gotten an email or phone call about non-compliance. I put in an ORDER for new headgear and mask over a month ago. The current set up is worn out and pops off, so I can't wear it, because it disconnects, because it is stretched out so badly the magnets disconnect. In addition my mask is worn and leaks even during the short time I can keep it on . Today I called and stayed on hold twice for 20 minutes because call drops. I go through it again, and ask the rep when my order was put in. They say they don't have access to it. I have been patiently waiting for new equipment. NOW I am waiting for a supervisor to call me. Can you please call or talk to these guys? They call me and call me for new equipment all the time, but when I order it it doesn't come? This is not the first time I have had issues. They go out of their way to cut off ***************** patients, and fight against any resolutions. In Yelp they have a one-star rating and many many recent complaints. Glassdoor former employes hate them, only 48% recommend them. ****** reviews are similar. This company is SO bad, because they have a virtual monopoly.All I want is the new equipment for headgear and mask I ordered, not to be told to return my CPAP.

  Business response

  08/11/2023

  Thank you for expressing your concern and allowing Performance Home Medical to respond.  We have reviewed your information and verified that you spoke to someone about the concerns you identified in the complaint you submitted to Better Business Bureau.  Our goal is to see our customers successfully utilize the services we provide regardless of their health insurance provider.  In terms of all health insurance providers, we must follow the guidelines and rules that they have set.  All Durable Medical Equipment Suppliers are required to do so and Performance Home Medical, as a Durable Medical Equipment Supplier, follows the health insurance guidelines and rules.  If we do not, they will not cover the services provided by us or any other Durable Medical *************** ***** times, the guidelines and rules are complicated and strict.  In your case, we want to continue to provide all services, however, we are limited.  We understand the details have been explained to you and you understood them.  As mentioned earlier, it is our goal to continue provide services to you, but we are limited.  If you feel that you need to have additional information provided to you please contact us at ********************************************.

  Thank you.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Performance Home Medical has been sending me PAP supplies since April of 2020. In either December 2022 or Jan 2023, I ordered new supplies. However during the call, it changed from 3 cushions to only 1. And I refused to order new frame nor a mask. So what the order should have been for and what did arrive was a shipping box with only 1 cushion. However I was billed for 3 cushions and either a frame or a mask. I told PHM about this mistake when they called or mailed me several times about the outstanding balance. I talked to someone there about the problem, and I pointed out that I paid $45 in good faith because I knew I owed for 1 cushion, but that I would not pay for items I did not receive. At that time I asked for a manager to talk to. I was told one would call me by the next day. No one called. Later on, after being contacted about the outstanding balance again, I again asked to speak to a manager. Again a promise was made but no call came. Each time I said I would pay whatever was the charge for ONE mask, if $45 didn't cover it. However I've never been told what that would be nor had anyone call or email me. The next thing I know, I've been sent to collections for a total of $112.01.It's absurd to think that as a more than 2 year customer of theirs I would try to "get away with" receiving but not paying for PAP supplies. Additionally, I would have hoped that my voluntary partial payment of $45 would show that I wanted to resolve the situation and discuss it further. The lack of any response but to be sent to collections makes me want to stop doing business with them. This submission to BBB is one last chance for them to make it right.I cannot log into my account online to verify any of these details because I don't receive any "reset" email when I choose the option to reset my password. This leaves me assuming that they have somehow frozen my online account from logins since my old password does not work.

  Business response

  07/07/2023

  Thank you for giving us opportunity to correct this matter.  We do appreciate our customers, and work hard to earn their trust on a daily basis.  When matters such as yours come up and they are not addressed in a timely manner, or to the customers satisfaction, I may be fortunate enough to have the ability to address the matter.  I appreciate it when a customer tells us they are not satisfied so we can try to correct the situation to the best of our ability.  In your case, I am confident we can meet your desired outcome/settlement.  We have removed any balance that was in collections.  Also, I have attempted to contact you so I can confirm information to be sure any products we send are appropriate.  I left a voice message and an email on Friday, July 7 with my direct contact information.  Based on your complaint, you did indicate that the "Settlement" included "Other (requires explanation)".  I would welcome a call back or an email to review the  additional information.

  Customer response

  07/18/2023

   
  Regarding my complaint ********, I would like you to mark it with the status that it has been resolved satisfactorily to me, the customer. They have called me several times and followed up on all the issues I requested action on, and been very responsive. My inappropriate debt has been cleared to zero, and it fact they are sending me a refund since we calculated that what I should have paid for was less than what I did pay previously. I would do business with them again now. You may add any of these words to the details of closing this issue. Thank you for what the BBB does.
  
  Sent from **************** (******************)
  

• Initial Complaint

  05/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been with this company for years. None of my insurance information has changed, yet almost every month recently, I receive a text stating my insurance information is inaccurate or an employee calls me and tries to tell me Im wrong in an adversarial way. They send me these notices on weekends when they arent available, and dont reply to emails, yet continue to call me every three months to fill orders that are always incorrect. They are preying on medical clients, and pretending like we are trying to s**** them out of stupid life saving medical equipment, when every time insurance pays for it. One employee claimed there were pluses and periods, plus extra numbers in my insurance information, and tried to take accountability for it, yet I still receive these what are starting to feel harassing texts.

  Business response

  05/12/2023

  Hello,
  We received the complaint regarding your frustration with our insurance eligibility system and how it routinely notifies you when it recognizes the plan as ineligible by our system.  We contacted you this week to acknowledge your concerns and explain why the system does that.  We did add information in your account to notify our staff of any concerns that *** arise from the messaging that we see from the automatic eligibility.
  

  Also, we did see your concern on how one of our staff members handled your call and presented as unprofessional and accusatory.  Thank you for providing that feedback.  We want to be sure our customers experience remains positive and when someone from our team handles themselves in a way that is contrary to that we will coach them.  If we do not hear about scenarios like this, we *** miss a coaching opportunity. 

  If you have any other concerns, do not hesitate to contact ** at ********************************************.

   

  Compliance and Regulatory Affairs Department

  Performance Home Medical

   

• Initial Complaint

  12/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Performance Home Medical is the supplier of my CPAP machine and supplies that are required every 6 months. I received my last supplies a couple months late in January (1/22). In April, I received a new machine from Philips the manufacturer. The new one came as the result of a recall, but I had no issue with the actual machine. Unfortunately, but understandably, the new machine did not come with supplies. (I am mentioning this because Performance Home Medical might use this as an excuse for their poor service, but the issues are unrelated.) In August (8/22) I got the call to reorder the supplies I need. My hose was/is leaking air and failing to work correctly. I was told to expect new supplies with in 10 working days, but they did not come. I'm not sure how I found the patience to wait as long as I did, but I finally got another call in November (11/12) to reorder my supplies, as if it did not happen before. Although ****** was the scheduled time for new supplies, they had no record of the call or order. Finally in December (12/12), well after 10 business days, I called Performance Home Medical to find out what was going on with my order. No explanation, but I was assured she would get on the problem immediately. It has been ten business days. No supplies. At this point my sleep and health have been compromised and my wife has stopped sleeping with me. I do not know what to do next. At best, Performance Home Medical is being dishonest. As far as I know, Performance Home Medical is the only supplier for CPAP equipment in the ******* area. They are the only option ********************** has provided so I do not expect much help from my doctor. My next step is to see if I can find after market medical equipment on *****

  Business response

  12/21/2022

  I would like to first off apologize for the errors in your ordering and acknowledge that we can do better. I personally reviewed your order which has been accepted by our warehouse and I expect you to receive a shipping email once it has shipped within one to two business days. I have reviewed your account and ensured we provided training to every person who made an error in your previous last two orders. I appreciate this being brought to the management level so that we can further review our systems to ensure we are meetihng our patients needs and getting orders out as they are ordered without issue. We do appreciate your business over the past several years. I am going to send you an email with a manager contact for any future issues with your order. A manager will be reaching out to you.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I've had problems with them in the past and stoped using them once before I ordered c pap supplies over a month ago and have called every week since just to get a excuse or for them to tell me it's being shipped. The supplies they provide keep people alive I don't understand how someone can be so unprofessional as to not get the supplies out abruptly and when they say. The last time I "got supplies" but didn't they basically told me they didn't know what happened and that they couldn't help so I fired them but it seems they run the sleep supplies around king ****** and having to go through them again.

  Business response

  12/21/2022

  Review of your account shows that your most recent order was delivered to your home on 12/11/22. It is unclear on your account what you mean by the last time you got supplies that you did not. There is tracking that shows items ordered in March (a mask) were delivered to the address on file. There are also no notes in your account that you attempted to reach out to us to let us know you did not receive this package until September which was 6 months after your order. Once you let us know in September you did not get your March order you were eligible to reorder, and you let us know that you did not wish to. You asked us to send your medical records to another supplier. From September until your recent order, we have had no communication with you or concerns about your orders brought to our attention. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/3/2022 I went to a performance home medical location in *********** ****** for a CPAP and supplies. It is the same company in **** **, and ******* **. A sleep specialist had referred my prescription to this location. A sleep therapist set me up with a nasal mask and said I would have 30 days to exchange it if it did not like it. I did end up exchanging the mask. I am not sure if it was exchanged properly. I was told my insurance required me to wear the mask for 30 days for 5 hours per night and see my sleep doctor for follow-up before they would pay for the equipment. It would be rented for 3 months but the rental costs would be recovered when the machine was purchased by insurance. I met all the requirements for the insurance to pay for the equipment but billing never processed correctly. I contacted my insurance company who said they were negotiating with performance home medical as there are billing errors. In the mean time Performance home medical sent my bill to collections even though I had paid on it up front. Then they started trying to bill me a monthly fee I never agreed to. I changed my bank account card (because I needed a new one) and informed them of the change in Febuary of ***************************************************************************************************************** November 2022, I had extra flex spending so decided s**** it. I'll pay whatever is on my account and be done with these people. I had already picked and recieved my resupply from a new provider and was no longer communicating with this company. This month I was sent another monthly service bill. I am just about to law suit time. I have made another call to the billing department and definetly want everyone to know. If this were my grandmother on autopay she would be totally taken advantage of. This is not OK. This is medical billing fraud. Do not do business here.

  Business response

  12/21/2022

  We apologize for the inconvenience that this has caused you. Our billing department did unfortunately send your bill to the incorrect division of your insurance. This has since been adjusted. We are sorry for this error. A member of the billing department will call you to review your billing per your request. With regards to autopay, all patients are emailed a statement at least 10 days before the amount is taken out of the account to give you time to review it and let us know of any errors. This was reviewed with you during your initial call when they scheduled the delivery of your device. We do not decide how much to bill your insurance company does. Some insurances do 3-month rentals, and some are 10 months. I will ask the billing person to review this with you when they provide a detailed review of your account. 

*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. ↩