Supercare

I have been talking to various representatives and more recently 2 different supervisors over the past 3 months regarding my CPAP machine. In Jan they called to set up a time to pick up their machine because i was not using it. The Rep and i agreed instead that she would get authorization for a new mask fitting. she was supposed to get back to me (once she got the authorization) to set up an appointment for a mask fitting. no one got back to me for weeks.
Next i got a call about the equipment. the (new) rep was not aware of the prior agreement to get an authorization. Once she reviewed the file she (again) agreed that she would get an authorization and call me back in a couple of days to set up an appointment. That didn’t happen. All this time Supercare was also billing me $ 120 per month for having the machine that i could not use. I thought this billing was just a matter of their departments not communicating with each other.
In my recent conversations with supervisors, i had to tell them to LOOK earlier in the files to see the prior conversations about getting a fitting. Some of the information she did not have and said she would do an investigation. After her investigation she called back and told me that the prior reps could not have gotten an authorization since i was not in compliance (had not been using the machine). She offered (for the first time) to give me a no charge fitting but said that if i could not show compliance (use the machine for 4 hours a night for 70% of the days in the next month) that i would have to pay for the past few months billing. i objected, i am a side and stomach sleeper and a new fitting may not solve the problem. i felt they should void the billing because of their not performance
They could have asked for the machine back in Jan. instead i waited months for them to get an authorization (which they could not have gotten anyway). While i waited they billed. If they knew what they were doing in the first place, they would have asked for the machine back, or offered the free fitting that they offered today.
Mainly they are not admitting responsibility, but they want money. Not the kind of medical practitioner i want to use. Healthcare Partners has taken the complaint and is referring me to another provider.
My primary physician mentioned that some of her other patients have also had problems with SuperCare and said she was also going to write a letter to let Healthcare Partners.
My recommendation is to find a provider that responds more like a physician … one that has your best interest at heart. If you use Supercare, followup with email confirmations and record your phonecalls.

I don’t know why but the location I checked into was the Industry location. Anyways this location they normally have any DME product I need but today all I wanted was a condom for my cast and they didn’t carry it. I am quite disappointed plus they couldn’t recommend somewhere to buy it. This company is pretty big but…