PREFERRED HOMECARE, Sierra Vista AZ

I have been trying for three weeks to get a portable oxygen concentrator. They work really hard not to help. I have had to cancel all my Dr appointments as I CANNOT leave my home. I was giving a replacement of my original portable concentrator, but it Quit working. The issue was I was away from my home. I was trying to walk as all my drs have requested me to do. But within a half hour I had no oxygen. It was very SCARY not to have oxygen.

Someone needs to reorganize this business, it is the WORST no-customer care I've ever seen. Never answer the phone, no follow up re questions or issues. After 30 min on hold they hang up on you.

We waited on hold for over 20 min.why don’t you hire more people to answer the phones.or even have an answering service that someone actually looks at! We expected needed oxygen to be delivered today and it is 4: 30 and no one has come.

So we need to get our supplies from Tucson? I have called so many times to get supplies and I can't get anyone to answer the phone to order them!

Likes to transfer phone calls and no one takes responsibility. Trying to return equipment but wont give us info to do so.

I will never understand how a company as big as this one can't handle medical equipment order (s) and today April 18th 2023 I get told that there back logged and they serve damn near all of Arizona, but honestly thats not my problem why you can't fill orders. Your system is broken because I was also told that it's first come first serve on what comes into there office and was told its a " waiting game " such demand than why not have more reps working these DME referral orders and figure a plan B since your so back logged. And if its the product which I know its not mine because I called my insurance MEDICARE n they see Doctors DME order and told me I am approved. So preferred homecare should than make sure you have the demand whether it be the equipment or the reps for these orders that are in your system plain n simple! In life were suppose to have plans in place in case need be COMPANIES like Preferred Homecare should too. So we know they wont hire more " Reps " to fill these orders so patients suffer n they could careless other wise I wouldn't have been told by the rep today Quote her words BACK LOGGED. I believe orders wouldn't take weeks even months to fill if they had a plan of action in place since whatever there using now clearly isn't working. I understand that companys are ran there way but really back logged should tell you that you need a better system to keep up demand for DME orders. So I am gonna do exactly what (J) wont give full name told me to call next month May 2023 if I have not heard from the " rep " before hand n see what the " status " finalization is. I also wanted to verbally complain on a seperate issue and that went nowhere when I did say my peace. Its really unfortunate that there isn't a backup (plan B) company to do DME orders other than Preferred Homecare because as big as they are change will never happen n patients will continue to suffer. Have a great day everyone n thanks for viewing my post. FYI I really wish these companies would take better care of there patients period!

If I could leave zero, I would. Today we received a follow up voice mail on a wheelchair that was ordered for my Mother In Law, back in October of 2022. I can not count the calls we have made to them trying to follow up on the order. Now have been on hold trying to return their call for 30 minutes. All, so I can tell them she died three months ago. And their lack of follow through and the ability to do the bare minimum of their job negatively impacted her quality of life. Thank goodness for the generosity of the The Nights of Columbus at Our Lady of the Mountain Catholic Church and the loan of a wheelchair, we were able to get her to doctor appointments.

Once you contact the right person you get decent customer service. I have called 10 times. 4 times I made a connection. Two times I waited over an hour then disconnected after they closed knowing no person would answer. Twice I was sent back to the main menu after very long hold times upwards to 30 minutes only to have to wait on hold again. Twice someone said oh wow someone should do something about that. Placed me on hold then disconnected.