Report: #1123127

Complaint Review: Lincare, Inc

  • Submitted: Wed, February 12, 2014
  • Updated: Wed, February 12, 2014
  • Reported By: Amy — Wauconda Illinois
  • Lincare, Inc
    1000 Brown Street
    Wauconda, Illinois

Lincare, Inc of Wauconda, IL has an Incompetent staff (incl supervisor), unprofessional presentation of office and lack of initiative in seeing a client through from beginning to end. Wauconda Illinois

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My medical supply provider lost the bid so I had to make a change. I looked at the Medicare website and found Lincare, Inc. in Wauconda. I initiated a phone call. This was in late Oct 2013. Since then, I have contacted them several times, not understanding why it was taking so long to process my paperwork. By mid December I asked to speak with a supervisor. I was transferred to Catherine. She assured me everything would be taken care of quickly. It was not. When there was a lull and I was not hearing back from them, I would call. This happened too often. When I did call, there was a request for one more piece of documentation. No one really knew what I needed to send at the start of this nightmare. I received a call from Jeff at the PA office in January. Now HE needed two more pieces of documentation. I had been sick for four weeks but I made arrangements with two providers to pick up those documents and bring them directly to Lincare in Wauconda. I and a friend drove over there. The two women in the front asked who I was. I stated my name and the reason I was there. I opened up the envelopes and one of them took the documents. I asked her to make copies so I could have one. Again, I was assured by Linda and the other woman those papers were going to be sent to Jeff right away, that I would be hearing from a respiratory therapist by Tuesday and if I didn't hear from her to give them a call. I told them my spenddown for Medicaid had been met for the month and it was important I get in before the end of next week. They assured me again that it wouldn't be a problem. Sounded like things were going to move forward. I was fooled, again. Monday - no call. Tuesday - no call. I called on Wednesday. The RT was not there. I called on Friday and spoke to her. She had no idea what I was talking about. I told her what I was told. She put me on hold then came back saying my doctor was faxed some documents he needed to sign. I asked when were they sent. She said this afternoon. I said so we have to wait for those? She said yes and that she can't do anything until she gets those back. I was fuming. The next Wednesday I sent a note to my doctor's office asking if they had, in fact, received documents from Lincare. On Friday, I was told they had not. Nothing was faxed. I left a message for Catherine on Monday around 12:30. She did not call me back nor did she return my call by Tuesday afternoon. I went to Lincare on Tuesday and asked to speak to Catherine. Linda went into Catherine's office and closed the door. Then she went into another room. Soon after Vicki, the RT came out. She repeated the faxed documents to my doctor's office; I stated they never received them to which she said she can prove they went through. I told her I wasn't going to get into a battle with my doctor's office. I asked her what did he have to sign? She said they needed documents x and y. I said, WHAT? I brought those in 3 weeks ago! She said Jeff just asked for them. I said, No, I talked to Jeff and I went and got the documents and these two (Linda and other woman) said they'd send them to him!. Then I stopped. I said,"You know what? I'm done. It seems the only time anything gets done is if I take the initiative when I don't hear from you people. I want a copy of all my documentation. I'm going someplace else." She looked surprised. She made the copies. I said thank you and I left. When I looked through the copies, the documents I'd brought in three weeks earlier were not in there. If Catherine is running that office, well, she needs some training on how to get the best out of your staff. If that's best Lincare, Inc. in Wauconda can do, then corporate needs to step in.

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