Customer Service is Lacking and Incompetent
This is a long detailed TRUE review on Preferred Homecare. I ordered a wheelchair for my Mom on May 27th and set up her account for auto-pay.I called back on July 15th because they had not charged the account.The individual said they could not talk to me because I was not on her account, my other sister was listed. (Funny, they talked to me to set up the wheelchair delivery and the autopay - so?) The CSR said she would mail me an authorization form to add me to my Mom's account - never happened.Suddenly, they started to charge the account; however, they were charging payments for two or three months at a time.I could not register an account online because they had a phone number listed that was my sister's landline, so it could not send a verification text.I used the website online contact form on 09/23 and 10/18 sending two requests and I never received a response.I called them, with my Mom, and asked them to change the incorrect phone number they had listed to my cell phone and supposedly this was done (he repeated the number to me three times).I asked why they were charging double/triple payments and was told "this just happens sometimes". (WHAT? I have been in accounting and I have never heard of this!)I was told to go to the local office and pick up a form to have my Mom sign to authorize me on her account.Then I tried to pay off the balance and was told I could not. They could only accept 1 or 2 payments at a time. The phone number never got changed.I picked up the form, took it to my Mom and had her sign it, and I physically took it back to the local office. I included a letter detailing everything that needed to be revised on her account. I was told they would fax it that day, October 28, 2025.I followed up on this on November 6th and the authorization form was somehow never received by whoever they faxed it to. And, at the end of the day they shred all faxes - yes, even before they verify receipt or processing. They wanted me to have my Mom complete another authorization form and I refused - and I said I just wanted to pay off the balance and be done with them.I finally was referred to the Billing Dept. at (888) 446-9858. I called on November 7, 2025 and I had to say I was my sister so I could pay it off in full.This was nothing but continuing incompetence like I have never seen. And, I hope I NEVER have to deal with them again.
Private
This company is horrible
This company is horrible. They will not help customers unless their machine breaks down. My hose has holes and even though they get my $ they refuse to come help me change it even though I don’t have anyone else to help me. Beware - have your own support to help with their equipment because they certainly wont help you.
Loretta Hansen
Recommend you seek another company to…
Recommend you seek another company to provide oxygen services. They're inefficient, disorganized, unfriendly. You will be on hold longer than if you called the IRS. Sometimes they schedule a home visit and don't come. However, when they do come, the gentlemen bringing oxygen or helping with whatever is needed regarding the use of oxygen, are helpful, courteous and friendly. What's very frustrating is the office personnel answering the phones and providing service.
Bela Fidel
Rights To Free Speech:
Rights To Free Speech:I just want everyone to know what a horrible experience I had with preferred Home Care. Back in about December of 2023 paperwork went into Preferred Home Care for a new smart drive for my manual wheelchair. Along with a new manual wheelchair. In March of 2024 I called preferred Home Care who claimed they never got paperwork. In April of 2024 I finally got my wheelchair which is a nice ki mobility Ridgid chair but the order got messed up on. I was supposed to get air tires instead of solid tires because of injury level. I since then have air tires. If I get a flat know how to fix. The air tires we're ment to be easier to get around in but preferred Home Care figured she can have someone push her around. Now for a even bigger problem. I still haven't received my Smart drive yet and been over year now not accepting. Called late spring 2024 only to be told I let me put you on a brief hold while I look into this. The brief hold turned into an hour or more. Called late fall still the same. Called last week still the same thing thing. When placed on long hold the call drops from their end and have to call back only to be put on hold again and by time it's said and done I would have been on hold with preferred Home Care. Many times I go to local grocery store or Pharmacy to do groceries shopping and get RX I see many people leave electric wheelchair or scooter up front and go racing thru store like nothing wrong. Since they not in expensive clothes you know they no chance of having expensive private health insurance and are possibly on Medicaid. So in reality it's Medicaid covering their DME. But yet good honest people like myself and others are giving the run around and face preferred Home Care telling us they lost our paperwork. Preferred Home Care would give me number to call but then risk being put on hold all day as a result of call dropping. All this causing unnecessary emotional pain and suffering it shouldn't.
Sarah Hochstetler
