PREFERRED HOMECARE, Phoenix AZ

We went through this outfit to order a Medicare hospital bed for my now deceased mom. After mom died I called to order a pickup and return of the bed. Two days later the driver arrived at the billing address to retrieve the bed even though they had delivered the bed to an assisted living facility 2 weeks prior. After a week went by and nobody called to reschedule, I started what’s turned into a daily effort to schedule another pickup. I’ve called 8 times (each time I wait 30 or so minutes to get an option for a call back) and have gotten nobody to call me. Out of total exhaustion and desperation I even tried after hours and spoke with two dispatchers who assured me someone would be out the next day. And the bed still sits in my dads room reminding him of her death 4 weeks after she died. This place is a complete disaster.

ZERO stars if possible. This company never answers the phone & when they finally do after waiting HOURS on hold, they disconnect the call. Been waiting over one month for a walker. They have every excuse as to the delays. They have the Rx & chart notes. Zero follow-up from the time I hand delivered the Rx. No one that works for this company is consistant with their answers. I guess with the recommendations for a walker from the Podiatrist, P. T, Daycare, Ortho Dr & Caseworker means nothing. You're supposed to break both hips before being given a walker.
If you're stuck using this company due to health insurance, I'm sorry. Use any other company if you can.

Do NOT go to preferred home care! It’s been about a month since I started calling them to pick up their oxygen equipment. I have racked up over 20 hours on hold. No one answers the phone. This is the worst company possible. I can only assume they are are extremely under staffed or going out of business. Going here will cause nightmares.

Mom discharged 2 weeks ago still have not received wheel chair and air topper. We have called being on hold 2 hrs plus. Always say doctors haven't sent. Then hang up on us when you ask for management. I don't know how they get away with this negligence.

DO NOT USE THEM! OR YOU WILL BE SORRY! I WOULD GIVE THEM NO STARS IF I COULD.
Every time I call at minimum it’s a 30 minute hold time. It will even disconnect the call on its own. And when I finally get someone on the phone the call drops. It’s so frustrating! I’m calling my doctor to use someone else! And so should you! There are other companies that you can use that are contracted by your insurance. If they are the only one then good luck!

Update
On 10/31 I called the Patient Advocate phone number listed per the owner’s response to my review. I was told that someone was supposed to call me within in 24hours and so would this Patient Advocate. Well today is 11/6 and have NOT heard from anyone. POOR CUSTOMER SERVICE! I would give no stars if I could!

CUSTOMERS: please file a grievance about this company with your insurance providers. They do not deserve contracts with major insurance providers if they cannot provide prompt medical equipment to disabled people!
I have 1-year-old twins. We've been waiting 8 months for developmental medical equipment (a stander and special tomato chairs). My BCBS case manager, nurse coordinator, physical therapist, and myself have attempted to get clarity on why there is such a delay, and we receive no communication, call backs, or responses to emails. I've also been waiting weeks for an oxygenator for my baby, and have left 3 messages with no call back. I could simply go online and buy all of this equipment directly, but it would cost thousands of dollars, so we are FORCED to have to use this company because they are contracted with our insurance. They do not deserve the monopoly on medical equipment if they cannot meet our needs!

Phoenix rehab is broken. It might be the single worst experience I've ever had With a durable medical equipment establishment. I have Been waiting almost a year. For basic equipment to repair my arm, ru other problem with my wheelchair. Phone calls are never answered and messages are never returned.

So, since my first review I have contacted their care team 3 times. All 3 times they have been very pleasant but have been unable to resolve my issue. Two times I ended up on endless hold with the local office. The last time the tried twice to contact the local office by phone unsuccessfully. They sent an urgent e-mail to have the local office contact me. That was at 12: 30, it is now 5: 23. I have called 3 times since 12: 30 and have been on endless hold. My last attempt I called at 4: 30 and am still on hold. It is now 5: 25. The message played on hold says they are experiencing a high call volume. When you are experiencing high call volume from the time you open to the time you close it is not high call volume, it is inadequate capacity.

After a one star review I received the standard response that others had on their reviews. I called the number they posted, no answer there either. Another recording and waited on the phone for someone to answer which never happened.

The first wheelchair we recieved from them for my son with cerebral palsy took 9 months to be delivered. This is five years later and we recieved an order to replace it. After 3 weeks we cannot get an appointment for an evaluation to even discuss options. Ready to try any other company available

Why is it so difficult to get ostomy supplies sent out? Do you know how mentally exhausting and draining this is? I’ve already sent an email to your CEO about this. It’s unfair treatment that your employees can’t do their jobs properly.

I called preferred home health care to obtain a new wheelchair, manual. I have gotten nothing but the runaround giving false information and redirected to empty phone lines. I’m not very happy with preferred, but it’s the only DME company in my area.

Thank you Preferred Home Care for coming out and leaving the equipment that I needed for my daughter so soon I do appreciate it, you guys answering the phone so quickly thank you for a very efficient job.

We have been with them for 6.5 years. I just got off the phone with them because we have a regulator went bad. They are bringing a new one out tomorrow. I thought I'm going to leave a good review for how nice the lady was and how they are on top of it for helping us though the years. When I saw so many 1 star reviews, I have to think that it's the people's lack of patience, not thinking of how many people they take care of and how short staffed they are with all the COVID stuff. Anytime we have ever had a problem it's been taken care of. I would have to say the customer service has always been good with us, maybe not super cheerful, but I don't need that, I need people to make sure my wife stays alive and they always been good with us. Thank you guys for everything and don't let people bother you.

Terrible service. I was shorted on CPAP supplies and when I called the person helping took all of my information and said someone would get back to me. After 4 days and nothing heard I called back, spoke to a person but while discussing it I was cut off. I called back again and after giving my birthdate I was put on hold and after 10 minutes I was cut off again. Can’t seem to get anyone interested in helping fill my order.

Let me tell you what. This is the worse company ever. Im making a complaint to BBB. Been trying to get my son’s scripts sent to me and it is not happening. Been the same script for years and they keep telling me that the Dr’s office hasn’t sent in the right stuff. They just don’t care. When I ask for a manager they say one will call me back and never happens. These people just don’t care about the needs of the patients. The Dr’s office is even confused of what’s going on. It seems that I can’t get no where with these people. They just don’t care. Good luck with dealing with these people. Company is HORRIBLE!

Absolutely 5 stars. This company is efficient, rapid action & gets things done. They have product you need on hand & with a Drs Rx will deliver next day this makes them way above other suppliers.
They are busy because of all above. They are not waiting by phone for customers calls. You will be on hold because patients want to deal with them.
There is way to get your call thru. Have your Dr fax them a Rx for what ever you need. Preferred home care will call you in 24 hrs to tell you they are ready to deliver. W
With this company you are dealing with a preferred company.

I have been working with Preferred Home Care for the last seven years and have never had a satisfactory experience in terms of repair turnaround time. They are not very concerned with a persons disability status when it comes to a reasonable turnaround time with repairs and or new equipment. There has been at least an eight month period of repair, inception to repair completion, which is so unacceptable for a person who is mobility challenged