Shield HealthCare

Definitely the worst experience in dealing with a company. And that says a lot considering I have a special needs child and deal with a lot of companies and entities. Horrible, horrible, horrible. It hook them nearly a YEAR of us not getting our full supplies we NEEDED and the doctor PRESCRIBED for Shield Healthcare to figure out they were processing the billing incorrectly. I begged for them to send us some of the supplies (diapers and underpads for a six year old quadriplegic child) and they wouldn’t do it! I even talked to supervisors who told me and the incorrectly billed entity we were doing it wrong. So frustrating! Shield Healthcare does NOT know what they are doing, nor do they care enough to help you solve your needs.

I don’t normally write reviews, however, I feel that if you are considering this company, it is important that you read my experience. A family member of mine recently had a colostomy done. Unfortunately, when she left the hospital, the skin under her stoma was very damaged due to her bags leaking during her hospital stay. I called Shield to place the first order. The Shield representative I spoke to went over the following. She needed the doctor’s phone number to call for the prescription. She would, however, send out the order that day and if she had any issues contacting the doctor, she would call me to see if I could contact the doctor. Cool. I gave her the insurance information and mentioned the issue we had been experiencing with the leak. I asked how often we could order the bags, because i knew we would be changing them more often than expected due to the leak and she said it was fine, we could order whenever. As expected, she was getting low on her supply. It was last Thursday that I placed the order. Friday we got a call saying that we cannot order them til Wednesday. Cool. I called ahead of time anyway, wednesday will be ok, just on time for her old supply to run out. I called wednesday to place the order early in the morning. Thursday is here (one week after the initial call), and no bags arrive. I called their office located in Ontario to see what was going on and spoke to one of the supervisors. So she explains that the prescription is too soon. I told her that I had already been informed of that, however, I already waited til the right date. «No», she said. «It’s too soon until next week on Friday. They’ll ship the order out then.» That meant it wouldnt be in until 2 weeks on Monday. What?! She will not last til that day without it. I asked if I could purchase some. Due to her insurance, she is not allowed to pay out of pocket. Mind you, I am a pharmacy tech and understand very clearly how insurance plans and their limitations work. But why was I told I could order them on Wednesday when they couldnt do anything for at least 2 weeks? I asked for any other option, anything I can do in this situation. Very heartlessly, the lady said theres nothing. Just make the bags last. (By the way, these are one time use, closed bags). «How do u suppose we do that?» I asked. She said she didn’t know. Really? Nothing? There is nothing you can do? Why was it that it was supposed to be ok Wednesday, but now there’s nothing you can do? Something is wrong. I annoyed her, I could hear it in her tone of voice (7 years of customer service experience definitely teaches you alot). She finally got me to end the conversation by saying she would see what she could do and call me back. Guess what… She never called back. So yesterday, on Friday, I call again and ask to speak to a supervisor. This time I’m pissed. I don’t cuss or raise my voice, that isn’t me, but I do explain EVERYTHING to this lady. And guess what she says. On top of the fact that they won’t ship the order til next week on Friday, they never contacted the doctor for the original prescription. So she says, «even when Friday comes, if we don’t have the prescription, we won’t send them». I was piiiiiiiissed. I asked her, «Do you understand the importance of the services you provide? Nobody took the time to call me to tell me there was an issue in getting the prescription. It is soooo easy for me to contact the doctor and take care of it. You guys have had this much time, I’ve called multiple times, and this is the first time I hear about this?! You do understand the severity of this situation, don’t you?» She didn’t care. No sympathy. No apology. Instead. «I can assure you that you’re in good hands. Is there anything else I can help you with?» Really? You haven’t even TRIED to help me. I said, «Let me tell you what happens so you’re clear. If a patient runs out of these supplies, they’re going to find themselves covered in poop all day everyday until they receive their stuff. In the meantime, the stomach acid and bacteria eat away at their skin. This is very serious. This isn’t anything to take lightly». Again I hear «Is there anything else I can help you with?» Wtf!!! Are you a robot? Cuz all you’re doing is repeating yourself and it doesn’t even concern you that your employees as well as yourself have created a huge issue due to lack of communication. As I said, I work in a pharmacy. I understand the limitations. But the lack of sympathy, responsibility, communication, and professionalism is extremely unacceptable. This staff needs to re-​trained, or better yet, replaced. I will no longer continue to use this service, as my experience with this company has been the worst customer service experience in my life.