Extremely poor customer service

A shower chair was initially ordered for me by my PCP the last week of august. It never came. I ended up in the hospital again, then a week at my sons house to recover. The order was resent around the second week of September. When I didnt hear anything, I called and was told they needed notes from my doctor. I said you dont think Im going to do that, its your job. I called a couple of times after that and finally gave up. This is the worst customer service Ive ever seen. Preferred customer service people apparently dont want to do their jobs. Its really too bad, equipment and supplies are dictated by the insurance company. If it wasnt, Preferred would not ever be the choice for anyone. I guess since its the end of October, you might as well cancel the chair.

User's recommendation: Use another company.

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ID
#4111390 Review #4111390 is a subjective opinion of poster.
Location
El Mirage, Arizona
New Reviewer

Customer Service Expectations

I know Preferred Homecare really doesn't care about me as a customer, as their real customer is prescribing doctors and health insurance plans. Every interaction with the company is painful. No call to them has been answered in under 30 minutes. It's disingenuous to say that I'm on hold due to call volume when they do not staff their call center appropriately or close early or are not open in evenings when people come home from work. I am a busy professional and don't have time to wait on calls for critical medical supplies. It wouldn't be so bad if there was a self-service option on their website. The website is not user-friendly or helpful. I don't expect any feedback from the company on this, but I highly recommend they invest in a Customer Experience (CX) team and/or a website User Experience (UX) team to enter the modern world of business... as us millennials get older, we have customer service expectations that this company cannot currently meet. I am disappointed with every interaction with this company.

User's recommendation: If your insurance covers other DME suppliers, go with them.

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ID
#3585382 Review #3585382 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

Preferred Homecare Shipping Service Review

This is the worst company in the Southwest United States they have no customer service no loyalty to their customers you could wait 3 months for your product and never received it and they're people just don't care have your doctor find you a better company these folks are a joke
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ID
#918290 Review #918290 is a subjective opinion of poster.
Location
Las Vegas, Nevada
Reason of review
Order processing issue

Preferred Homecare is a part of Nationwide Medical. Take your business elsewhere

My doctor order CPAP supplies. I was told it would take 24 hours and since my headgear was stretched out I was in desperate need. After not hearing anything for three days, I called. I was told it would take two to three weeks. I explained that I was unable to use my machine and needed the supplies ASAP. After three weeks, and no headgear, I called and was told that Laura was working the case and said she had called me yesterday, 4/21/20, which she had not. Was told again it would take three weeks. That puts me six weeks without this headgear. This is a deadly illness and I can't believe how I'm getting the run around. Take your business elsewhere.
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2 comments
#991204

This is not for Preferred Homecare headquartered in Phoenix. This is for a company with the same name operating through Nationwide Medical out of Agoura, CA and is in no way connected with Preferred Homecare/Lifecare Solutions.

Nationwide Medical is not affiliated with our company and should not be using our name in any of it's literature.

#977208

At Nationwide Medical, we value our patients and encourage you to contact us to resolve your situation promptly. You can contact our Chief Compliance Officer, Andrea Estes, at (818) 338-**** or ask for her at our toll-free number, (877) 307-****.

Our office is open from 8:00 a.m. PST to 5:00 p.m.

PST, Monday through Friday. Thank you.

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ID
#625930 Review #625930 is a subjective opinion of poster.
Reason of review
Poor customer service

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