Preferred HomeCare's rating in customer service is far below a 1.
I honestly cannot give you any type of positive rating for being a sincere and/or caring organization (quite opposite from your mission statement goals). I definitely would not recommend Preferred HomeCare to anyone for your services; and pathetically your customer service is so poor, I would not even recommend your services for a dead dog!
I would use an alternate service should one be provided. I have even thought of going to another provider and pay the total supply costs myself; something I should not even have to consider.
I have written two letters to corporate complaining about your billing and CPAP supplies customer service staff's attitudes, 'rudeness , unwilling to listen without interrupting,. I have found your Customer Service to be very uncaring, uncooperative, unpassionate, impatient and pathetically rude. I am so frustrated with Preferred HomeCare.
Today I called with a problem again between billing and supplies only to receive ATTITUDE. I spoke with "Karen" receiving attitude with my questioning another alternative to my situation I was having worsening her attitude. I was asked to hold while Karen could get another response. When Karen returned to the our conversation, Karen stated she had spoken with her "colleague" whom had agreed with her responses to me. An even worse attitude was given when asking Karen, (for which I had to request twice).After asking, then insisting, to talk to a supervisor, I was hatefully placed on hold.
At that time a women "Sabrina". answered the phone, very rudely hateful and an attitude of an angry bear. Sabrina was so angry and impatient I was unable to clearly and concisely state my situation She told me it was company policy after billing the insurance could not be accomplished twice in a month. She did tell me she would order my supplies and when the insurance denied payment secondary to previous billing I would be totally responsible for all costs. Sabrina almost insistently offer to make the above order. (It is odd, that a physician's office bill's the insurance at the end of the month and on the claim contains all patient's visits on the same claim form, one visit or several, on one statement.
I don't understand making my order, and despite my stating to supplies I would send the money in then order the remainder of my supplies only to learn my insurance could be billed only once a month, which I have that understanding, but my insurance was billed in less than a week despite. I thought, clearly explaining my needs and the situation Had I been told the situation further I would not have ordered one of the two malfunctioning supply (my face pillows and disposable filters for my CPAP, while at the same time the pillow cushions only work with the face and only correctly functions when the headgear works properly, however the Velcro is worn out and does not hold the face mask in place.
Had I been told at that time I ordered the face pillow and filters the billing would occur as it did; I would not have made this first order. It was quite, clear (to me) the position I was in with malfunctioning equipment, on January 14th, when I attempted to make the order.
ordering supplies and the difficulty I am still having with the equipment malfunctioning. (I ordered the supplies on January 14, 2019 with John) at no time was I told about the insurance billing. I asked if the supplies could be billed to me as I have had difficulties with Preferred's billing, withdrawing on autopay, (which I did not authorize) more that once a month, that under no circumstance would Preferred have my card/bank numbers again. This issue was corrected by "Bailey" in Dec 2018 (this is an entirely different issue I am not willing to address at this time) Sabrina insisted she would place the supply order at my own cost because billing had already been done.
I told her I would first contact my insurance and Preferred's Corporate Office would be notified.
(During the entire conversation with Sabrina, not once did state her position status as supervisor; my perception was her being the "colleague" Karen spoke to, rather than a supervisor. )
At the end of the conversation with Sabrina, I did abruptly hang up on Sabrina as she asked me If there was anything "else" she could do to help me (I know company policy statement), However had I not hung up, my attitude and patience at that point would possibly been ugly and rude myself.
Every issue I have had with Preferred HomeCare,, quite frankly has been monthly ordering supplies which I now put off until my equipment is not working properly something I shouldn't have had to do. My insurance has run interference because of the issues I seem to have with Preferred's customer service. This morning between 2 of your staff and my insurance, I spent over 45 minutes on the phone this particular situation rectified.
Your staff surely need attitude adjustments, an inservice or training.
for reference, my name is Barbara Simon acct #AEP 21.
Phone number: 800-636-2123
Hours: 8:00 am - 5:00 pm
Preferred Homecare Corporate Office Address
4601 E. Hilton Ave. Suite 100 Phoenix, Arizona 85034-6406, United States