Lincare Holdings
Reviews and Complaints

My 73 y. o. dad with CHF had a sleep study on 9/28/17. Soon after the sleep lab sent all of the information over to the local Lincare location for prescription fulfillment. Almost 1 month later, after multiple phone calls, messages and even Executive Customer Care complaints, there is NO FOLLOWUP from a single person at Lincare. Not customer service, not the office manager, not the district manager. This is the absolute worst customer service in the healthcare field I have ever encountered (and I have worked in healthcare for 26 years!) Dying patients are literally having their lives shortened even more by the absolute lack of support from this company. Maybe if they were charged with manslaughter or a class action suit, then they may take notice. My next phone call is to the President's office in Clearwater, Florida. Also, if you'll notice, they have ZERO Social media presence because they obviously don't want to deal with patients or family members!

My husband, Gregory Box.. is retired working part time. He was told he was to receive a new mask every 3 months for his machine which he has had for over
10 years. After calling the office in Willowbrook, IL, they instructed him he needed specific paperwork from his MD faxed to them. He did that, weeks went by, nothing. He called back, guess they needed more but no follow up call or anything to let us know. This back and forth with the company and the MD office has now been going on for 6months. Unbelievable, I personally have worked on that side and I would always follow up with a patient and never put all the responsibility in the patients hands. The way this office speaks to people or just puts you on hold and hangs up is incredibly rude. Whatever happened to making sure that you help the patient receive the best possible care in the shortest time, not even a follow up call... come on. My husband has bluecross/blue shield insurance, he just wants a new mask for his machine without the run around. He has been back and forth to his MD office 5 times trying to get this resolved. Please help. Account# off original paperwork is [protected], his number is [protected]. If there is a home phone listed, disregard. Thank you
Valerie Box (wife) University Park, IL

I have been trying to get my husbands bill corrected since July 2017 with little to no help. He was paid in full for services from the health insurance as of July 3rd. They were supposed to credit part of the July invoice but instead credited the following month and then billed again for the next month. I guess there is some confusion regarding the 100% covered in their system and NO ONE from their billing department can ever call me back. I wish I had never taken my husband to Lincare for his CPAP.

I have been given the total run around by this office when I tried to order supplies for my c-pac machine, . I was given a number to call to order supplies 3 weeks ago and they said I didn't sign the patient agreement when I visited the office in april. They sent me the form last week to sign and return which I did. Today I called to place the order and there was a problem with the prescription was transferred to the Westerville office and was told no problem but I had to come there to get the equipment. Why wasn't i told this 3 weeks ago. It would have been nice if someone. would call me back when they said they would. If anyone knows what is going on there they would be hard to find. This is a simple process to order supplies but not at this office. Now I have to drive 30 minutes to get supplies that I was told would be mailed. This is NUTS ! STEVE CAHILL [protected]

We are waiting for a supplement order for my father. He has been home from hospital for over a week. I have called several times. One says they have sent emails to the center it gets shipped from and they haven't replied. They finally gave me the number to that center and I ended up talking to the manager, Carin. She said all the emails have been answered but have no idea when we will be getting it. I don't understand this at all. We spoke to our dr office today at they are speechless. I am on the phone with them again...13 min on hold just for them to answer. They again transferred me to the center. Neea answered, sales associate, saying the manager was out and she was going to handle it and will call me back...I hope she does because this is bull. If it was a member of their family they would have had it already. It's crazy how the hospital we were at had this in no time and it is not a big hospital.

Lincare is a VERY VERY poorly run company.
They have tried to install a new system that has MAJOR system bugs and in the mean time the customer are the ones that are suffering. Here you have a 88 year old man that they are telling him to call to schedule his delivery and the telling him he has to call AGAIN the morning of the delivery to make sure he is on the schedule. This is a Lincare issue and they should be responsible for checking each day as to what was schedule the day before. This is not a customer responsibility it is Lincare responsibility for their system issues.
Just saying this is a lawsuit waiting to happen. Go back to paper until the issues are resolved.

I'm highly disgusted with the the unreliable service this company gives... I haven't seen lincare come by in about 3 months. The time before it was a month and I had called lincare to please bring a another hose for the Oxygen machine. I was told I wouldn't get a hose and she didn't don't what to say first-all he is 84 years old and he does oxygen for the rest of his life he has copd and he relies on the air that the doctors state he needs. The first problem I had was the molded filter that had not been tended to for 3 years. I did take pics of the filter I did ask to speak to a supervisor in regards to phone call I mentioned they did send someone to bring the hoses needed and this occurred before the molded filter insadent. The time
The provider came I showed him the filter he gave me a new one and took the old molded one again the doctors put in order for lincare over 1 week ago and no response so I'm still need of new hoses and the filter again has mold on it it's been 3 months now Mr fricia does need to inhale the mold on his filter I have enclosed a few pics of filter and machine.

Lincare Medical Supplies sold me a nebulizer for my COPD.
They billed my insurance $300. (possibly a little more than that) and I was billed $100. The nebulizer they sold me can be bought online for as low as $64.00. Insurance fraud rip off and not only that, if you GOOGLE: Lincare fraud, you'll find that they have a history of fraudulent billing( they even have a judgement against them to the tune of $20 million dollars).

I took my mother to get a new mask for her cpap machine, which she hasn't had a new one for 7 yrs, went to a lincare in sturtevant, wi to see if she could update her mask. I called a week prior to make an appointment to see if we could meet with someone to go over our options. The day of the visit, their wasn't anybody that new she was coming and when they finally found someone to talk to us he was very rude and disrespectful. He didn't tell us anything about masks... I had to ask the questions about a new mask... Ect... Can you show us some example of masks, which one would benefit my mother... And so on! They didn't have any information about her in front of them... Her numbers from her sleep study... Nothing! She tried the nose one out and he told her well if she sleeps with her mouth open then this one isn't for her... So she asked if she would choke and was scared that she would pass away in her sleep. He said well you know if you choke you will wake up and as for passing away it wont happen so don't worry about it! Didn't make her feel at ease with this new mask... She was crying and skaking when she left... Scared to try the new mask just in case something would happen to where my dad wouldn't hear her, so he had to sleep with her to make her feel comfortable and to listen to her throughout the night. They showed no empathy toward her... And as an elderly person she was so confused and scared! Horrible experience... I will be switching companies! I am a nurse and I would never treat my patients like this! They should switch professions if the are going to continue to treat their customers this way! Very very angry...

I have lost my chip from my Resmed c-pap I called my local office to see i I could replace it. She told me what it would cost and in telling her about my machine she said it sounded like an old one. It is and she told me i was eligable for a new one every 5 years because i am on Medicare. So I asked her to see about that for me. She said she would but didn't ask for my phone number or anything.She was ready to hang up and I said " don't you need my phone number ? she said oh yes. So I gave it to her and asked her to call me. It has been 2 weeks and I have heard nothing . So I called your supply company. I got a girl that sounded like she could hardly be b othered and she gave me another number to call and said they would help me. I called it and she was about as evasive as the others. I am disgusted with your service. No one seems like they care. She said she will look into it and what was my number. Not at all pleasant ! It is friday Oct 29th.
Just how do I go about getting a new machine ? I am leaving for Fla on Tuesday for the winter and now there isn't time to be having anything sent to Illinois . My name is Ann Kistenfeger birth date 12/29 1935 My e mail is [protected]@gmail.com and my phone n umber is [protected] cell [protected] Could someone please help me and be pleasant about it ?

My mother was placed on oxygen 1 September. She was out of town at the time. When she came home on the 2nd Lincare had delivered an O2 concentrator and several tanks. She went to her Dr, on the 7th. He took her off the O2 and FAXED Lincare an order. I called the next day to arrange a pick-up. Lincare denied getting an order. We called our Dr back they said they would resend it. Called the Monday again they denied receiving an order. we had her Dr send it AGAIN. I called the next day they denied getting an order again. I said BS all of a sudden they FOUND the order and promised to pick-up the equipment the next day. After several more calls it is the 28 September and still no pick-up. I called today was told it would be picked up TOMORROW. I demanded to speak to her supervisor. She said he was busy. I DEMANDED again, she told me he was busy. I asked "doing what playing with his dick?" She hung up on me. I called her back demanding to speak to her supervisor. She hung up on me. I called Lincare corporate offices "premier customer service" was on hold for 15 minutes before I talked to anybody.

I have used Lincaire for over 5 years for my machine and supplies.

My pulmonologist, Dr. Jimmy Johannes, wrote a script to Lincaire in Los Alamitos on August 25, 2017. He included all needed details. He wanted me to have an "automatic" type of machine from ResMed, the AirSense 10 Elite Auto PAP 6-20cm H, OE with heated humidier, ramp time 45 minutes and the same replacement supplies as I have been using for the past 5 years (Standard Fx Mirage nasal mask, the filters, headgear, cushions, tubing, etc.)

I began calling Lincaire two weeks later to see if the order had been processed. MANY calls made by me and MANY calls by Josh, Dr. Johannes's assisting nurse. Different answers every time and constant excuses. I was told "your doctor doesn't know everything", "we have thousands of clients and only 12 employees" and "your case isn't critical to us; we have to take care of clients that need oxygen more than your machine..."

I am quoting "Letricia" and her supervisor "George".

Josh and I continued to call about progress but were treated with great rudeness and no answer. "We will get to it when we can..."

OK. I was due for a NEW machine on September 5, 2017. It is now September 25 and I have heard nothing in TWO MONTHS of the original script (which was resubmitted again a month ago).

What the heck is going on in that Los Alamitos office? Do I have to find a new supplier? I had to wait 2 months for my follow-up visit. Now I have to wait another 2 months. This is craziness.

I have been receiving bills from American HomePatient for 19 months - bills I do not owe. I was never informed, that when Lincare acquired American HomePatient, Lincare failed to negotiate with Scott & White Health Plan, to continue serving S&W patients.

I had finally managed to stop an American HomePatient bill that was due to their mistaken coding of my Nebulizer medication (Budesonide) as "Durable Medical Equipment". Then I saw that I was still being charged for that drug. My research, and certain S&W employees, revealed that Lincare was not cooperating with S&W. Instead, your company was charging me for my Budesonide, though it is totally covered by Medicare Part B.

Everyone I spoke with by phone, at American HomePatient and Lincare, including your Executive Customer Support Specialist, assured me they would "personally look into the issue, correct the problem, blah, blah, blah...". They appeared to be ghosts, as I never heard back from any of them, and the bills kept coming.

I also mailed a copy of my Medicare Summary Report, which stated that a ruling had been made, that both my Budesonide and Brovana Nebulizer solutions are totally covered by Medicare Part B. The report also stated that your companies have an agreement with Medicare, to accept their Part B coverage of my medication as "payment in full" for the drug. I never received a reply or acknowledgment of my letter.

Medicare Part B fully covers all my lung medications and medical equipment, due to my diagnoses of both Bronchiectasis and Asthma.

Every month, I got that bill, for $938.30. When the bill threatened a collection agency, I paid $10.00.

All I can do now is complete complaint forms about your company, to various online sites and agencies, until I no longer receive these unjust bills. I consider them harassment.

I am a registered nurse. Since 8/22/17 I have been attempting to get a Roho Cushion for a quadriplegic woman with multiple stage III pressure ulcers. On 8/22/17 I spoke to the wound care nurse who saw my patient, she states that Dr. Gould has recommended a roho cushion for our mutual patient, the only problem is her PCP was not working that day, and neither of us (nurses) wants to deal with Lincare, but they have the competitive bid. I told her if Dr. Gould would write the prescription, I'd deal with Lincare. (Big mistake) I faxed over all of the information, last office visit note in which the MD noted why the pt needs cushion. On 8/28/17 I called to follow up. They stated they never received the fax, I have a transmission report, then I refaxed. On 8/31/17 I called again, was told it would be shipped. Today I received a fax stating they needed documentation, I spoke to Neil he said he had no documentation, despite multiple notes in the EMR stating notes were faxed. Called Medicare, they intervened. If no cushion by 9/26/17 they will submit claim.

The transition from Home Health Depot has been kind of agonizing. I don't think you were properly staffed to handle the influx of patients!
I have had to rebuild my whole chart:(
I don't think this is Lincare's fault and hopefully 'Julie' in the Lafayette office has me on the right track now.
I never thought HHD was anything to write home about service wise so I am hoping Lincare can do better in that department. This stuff is not rocket science but it does take someone that knows what they're doing.
Hopefully you can get all the staff up to speed in a timely manner.

On August 4, 2017 I paid balance of 42.93 for my account. my name is Ronald Hopkins and customer id is 904-9513. I am showing payment was made to optigen two agnt pymnt from my checking account.

I never had a problem paying and receiving credit before and I did not take the confirmation number down.

I called 8-15 at 8:58 and spoke to Teresa. She saw payment was made and confirmation number given. She said to call back in few days.

I called next week and spoke to Rose Ann. She read notes and showed paid and confirmation number but was not processed to be posted. She will put it through.

Called 8-21 at 4:11 spoke to Melissa. She said on Friday it was sent to Regional billing office and give it a few days.

Called 9-3 spoke to Audrey and she said she found the problem and was sending it to a supervisor.

Today Sept 18 I got another bill in the mail for the 42.93. Please resolve this issue. I am tired of repeating myself and getting no where. I see Lincare has a lot of legal issues with your billing department. I would like a resolve to this issue immediately. These threatening notes should not be coming to me.

Also it takes a very long time to get a person to speak to. I work also and I do not have the time to wait 15 minutes for a rep and explain the situation over and over again.

I wonder how people can run the company with the attitude they give to customers. How does it work?
making arrangements in the evening is something out of their understanding. I work every day and don't have time for service during the work days. I can only come in the evening or on the weekends. I don't think they really care. A normal company will always stay focused on customers' needs. The time they offer is always inconvenient and I don't know how to make them understand it and my strict working schedule. I live alone, I can't ask anyone to do this for me. ugh what a shame.

Hello,

My name is Rosalind Wynne, and I am representing Wynne's Adult Care Facility located in Lynchburg, VA. The reason for this complaint is that we take care of special needs individuals who's sole source of nutrition is ensure. One of our clients KJ date of birth 12, 23, 1981, is on a continuous feeding pump and has not received nutrition or feeding bags in over 90 days. Due to medical necessity paper work being filled out by the doctor. On 9/5/17 I contacted the doctors office and spoke to the office manager Pam she stated the paper work had been sent, but will get the doctor to fill it out again, she then faxed it to Jennifer at the local Lincare office [protected]. Jennifer stated she would get the paper work to the Lincare call center [protected] I called the call center on 9/11/17 and was told the computers were down due to the hurricane. I Called Jennifer on 9/13/17 and she stated she faxed the paper work and sent an email to someone to make sure they got the fax. On 9/14/17 I spoke to Sharna at the call center she stated they had not received the paper work and the supplies were still on hold, I told her that Jennifer sent paper work along with an email, I was put on hold, and she said that Olivia said that the paper work was smudged and she couldn't read the information needed, and that she was going to email Jennifer to let her know to re fax the paper work. I called Jennifer after speaking to Sharna, and the phone rang about 10 times before someone answered, I asked to speak to Jennifer and was told "let me see if I can locate her" after being on hold for 4min. which felt like forever I hung up and proceeded with this complaint. I am not sure if the Lincare staff is aware that for some people this is their only source of food. We have been providing our client with ensure that we purchase from the local drug store and supermarket and ordering feeding bags online at a very high out of pocket cost! The client has insurance that will cover her supplies at 100% . I am very disappointed at the "pass the buck" the Lincare staff have given me... Your prompt response will be greatly appreciated, this process has been a nightmare.

Thank you,
Rosalind Wynne
[protected]

September 7, 2017. Every time that the Manager, Rob Lindsay, is manning the office, service deteriorates. He is not only inefficient, he is unhelpful, rude, and threatening. Every time Kim, the usual contact who is very efficient and helpful, is out of the office, my oxygen delivery suffers. They just hired a new driver, and in my experience, every time they do so, details slip through the cracks. My agreement with Kim is that I will receive an oxygen delivery every Wednesday unless I call the office on Monday and cancel it. I did not need a delivery last Wednesday, but I received no delivery this week and when I called the Moab office to see when they will come, Mr. Lindsay responded as if I were completely out of line, and essentially called me a liar when I said I had received no call from Lincare on Wednesday asking if I would be home for the delivery. When I asked him when I could get a delivery, he said since I wasn't home on Wednesday to answer their phone call, he wouldn't send anyone until next Wednesday. I did not receive a phone call from Lincare on Wednesday. So now I am trapped in my house, unable to even go to the grocery store or the pharmacy. Mr. Lindsay also said he would be glad to transfer my paperwork to another oxygen delivery company because, since I have Medicare, they aren't making any money off of me anyway. Unfortunately, I live in a rural area with no other service providers. I have been with Lincare for more than two years and this is not acceptable business practice.

Aug 25 Dr. MacDannald calls and orders an oxygen concentrator. He tells me that I should receive a call that afternoon, but if I haven't received a call by the morning of Aug 28, to call him back.
Aug 28 afternoon I called my doctor back because I hadn't heard from Lincare.
Aug 29 Edgar from Lincare shows up at my house without anyone from Lincare contacting me. He leaves a note with his phone number. I called Edgar and made arrangements for delivery. He said I was the first stop, and I told him that I had an appointment at 11:00AM and if he couldn't get here earlier, we could reschedule.
Aug 30 Edgar shows up at 11AM. I told him that I have an appointment at 11AM, and he responded rudely "Do you want the oxygen?" He said he was caught in traffic, but I knew that was a lie as I checked traffic on my phone and there was no traffic jams anywhere on the map. My 11AM appointment was late, so we hurried through the setup procedure. I found out later that he didn't deliver, as he was supposed to, an extension line. All I had was the 7' cannula, and it wasn't long enough.
Aug 31 I called Lincare and told them the problem. They said they would call and have the extension delivered.
Sep 1 No call or delivery from Lincare. I call them twice, and they promised to have the manager call me to arrange delivery. Still no call from the manager. I explained to the woman who took my message that I was leaving town early Tuesday, and if I didn't get the extension, I wouldn't be able to use the concentrator for 11 days, as you were closed on Monday, Labor Day.
I've called my doctor and asked for a different company to attend to my oxygen needs. Lincare has shown they could care less about my needs, and the rudeness and inefficiency of the company is astounding.