Brotherston Homecare Reviews

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SERVICE IS NON-EXISTENT WHEN URGENTLY NEEDED

DO NOT USE THIS COMPANY. I called in an order for delivery on 4/27/16, today is 5/9/16 and we have never gotten the delivery. Every person I spoke to in the company lied about why delivery wasn't made, including the manager. I called everyday only to receive another excuse. Started out they needed the yearly prescription renewal, which I understand. They claimed they were having issues getting this from the doctor.........THEY NEVER CONTACTED THE DOCTOR. I did all their legwork for them and they still didn't deliver. In the meantime, I got the same paperwork from the doctor, sent it to another oxygen service company and had all new equipment setup in our home NEXT day. What I really can't understand is why they did this, ours is 100% paid by insurance and they were paid in a timely manner, except the time THEY sent the bills to medicare for 3 months straight then finally they cutoff our delivery due to non-payment. Another time we needed delivery to be able to go to a doctor's appointment, the girl put the delivery ticket in the wrong basket, so no delivery and they absolutely refused to deliver after hours unless I paid $75.00 for their mistake. This time my husband had to go for a blood transfusion, which I told them, and they didn't care enough to bring him one portable tank to use until this was straightened out.......however, the new company did and we weren't even officially signed up with them. Nobody returns calls, including the manager. Can't stress enough, DO NOT USE THIS COMPANY.
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ID
#844179 Review #844179 is a subjective opinion of poster.
Location
Huntingdon Valley, Pennsylvania
Pros
  • Delivery driver
Cons
  • Manager
  • Customer service
Reason of review
Poor customer service

Never deliver oxygen

I called and spoke with a lady name Aida on Thursday whom said that they have no delivery on Friday. She said it will be deliver on Monday. Monday came I called no delivery again, she said Tuesday. Tuesday came I receive no calls from any drivers and no delivery. When I ask for the manager she said he is in a meeting and can't come to the phone. I was very mad and said how is it that you have a manager that can come to the phone and speak with the customer. I said I'm calling my lawyer and I'm going with another company. Her answer that's your choice. When I called back I said to her I will be calling my lawyer for medical negligent on your boss if he does not call me back in 20 mins. In about 30 secs a manager by the name Bob Presser call me back I explain to him what was said he was not aware of me wanting to speak with him. He said my oxygen will be here today. Let's hope.
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1 comment
#1112640

I have never had a problem with this company. Yes they don't deliver on Friday and if you don't answer your phone then the drivers don't deliver. This company takes care of all my needs.

ID
#677107 Review #677107 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania
Cons
  • Customer service
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

Incompetent Staff, faulty equipment

Brotherston delivered my mothers "HOME" oxygen to the hospital. I called to tell them and they said it was okay the insurance company is paying for it. I told them do not dare to bill for it until she is home! We transported it from one hospital to another. When we got home the tank was empty. The home nurse came the day mom came home and called the doctor to get another tank. Brotherston delivered another tank, but it was the wrong tank, so again my mother had no oxygen. At 4pm on Friday I called to speak with them about getting the right tank, but the office was closed. A driver called, he barely spoke English, he was polite but could not help. He said I had to call back on Monday because the office was closed. I was irate. My mother needed the oxygen now. He had another driver call me. He spoke much better English. He helped ME over the phone fix the new tank to work until Monday. I called on Monday and BOB (the complaint specialist) told me the empty tank was my fault. Really? If Brotherston had not tried to rip off the insurance company by delivering the tank to the hospital, actually done the job properly by bringing the tank to my home, maybe it would not have been empty? Or maybe it would have been empty? SCAM?? Bottom line, the company intended to bill the insurance company for home product while my mother was still in the hospital and provided shoddy service. Oxygen is a life necessity and Brotherston had no one to help from Friday at 4:05pm until Monday at 8:00am. How is this possible? DO NOT USE THIS COMPANY!
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1 comment
#1256725

As a member of the healthcare community, I can tell you that it is not possible to bill for home oxygen while you are in the hospital. Often times the hospital requires that the oxygen company bring the tank to the hospital so the patient can get home. This is standard practice.

ID
#550970 Review #550970 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania
Pros
  • Delivery driver
Cons
  • Complaint manager
  • Product
Reason of review
Poor customer service
Preferred solution
Brotherston needs to be investigated by the Attorney General's Office for insurance fraud. The company also needs to better train the complaint department to satisfy customer issues.
New Reviewer

Incompetent billing,rude staff

Their billing is awful..been doing mefical billing for 20 yrs...they never billed my supplies correctly,overbilled and added supplies i never recieved..when we returned the equipment back to them..th..and a yr and half later..i was recieving $5100.00 in bills..they had no record of it..we had vreceipt, told them the names of who picked itvup etc..the owner called me up threatening me,said he Would ruin my credit etc..reported false claims on my credit report..said our receipt was not right..it had their info printed on it..was picked up in their van..police have been called bc owner has banged on my door threatening me..Stay far away from these people..2 billing people have left ,calling me to tell me they have been threatened too...working to get this taken care of...
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ID
#340526 Review #340526 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania
Loss
$5100
New Reviewer

Beware of Brotherston Homecare in PA!!

I used this company for 3 years for my medical equipment. In Jan 2012 I received 2100.00 in unpaid bills from 2010 and 2011. Apparently they either did not submit the claims in a timely manner or they simply didn't file the claims at all with my insurance company. When I got the bills I called Brotherston Healthcare and was told the claims were rejected for not being submitted in a timely manner. I asked how their poor bookkeeping was my problem? I was told a supervisor would get back to me. I called twice more over the next 2 weeks and was again told the supervisor would get back to me. No one ever called. In May of 2012 I started getting calls from a collection agency. Even though they filed the claims late and are not able to bill me, based on the agreement they signed with the health insurance company, they turned a collection agency on me. I continue to fight this and my insurance company has been a big help but Brotherston has caused me nothing but problems. I was not even able to get a call back from someone in authority despite trying. They just cowardly turned it over to a collection agency! I would like to note that I have an overall credit score of 960 and ALWAYS pay my obligations. I simply refuse to pay for someone else's incompetence. If you want really bad customer service, I highly recommend Brotherston Healthcare. Otherwise, BEWARE
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1 comment
#641028

I DON'T KNOW WHAT THIS PERSON IS TALKING ABOUT WITH BROTHERSTON HOMECARE. THIS COMPANY IS THE GREATEST.

THEY HAVE HELPED ME ALOT ESPECIALLY WITH MY OXYGEN EQUIPMENT. THIS COMPANY AND ITS EMPLOYEES ARE VERY HELPFUL.

ID
#326358 Review #326358 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania
Loss
$2800

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