Brotherston Home Care

I dealt with a very nice customer service rep named Aida. My mother needed a hospital bed, oxygen and a mechanical ventilator. Brotherston was the best! They took care of everything. The delivery man was top notch. They have pulmonary specialists there that come to the house and make sure you have everything you need. We were with them for 2 years. Nothing but the best. Thanks.

I've used this company in the past but apparently under new ownership or management because they are absolutely THE WORST for customer service. Deliveryman is wonderful - maybe he should give training in customer service. I recently required a CPAP machine and was told in order to have it delivered I would have to pay off my $130 balance for an oxygen concentrator which I had only received a bill for the week before. Hello, talk about prompt payment - you've got to be kidding me. I advised staff that there might be a glitch with the insurance approval and requested how much it would cost to purchase a unit outright. I was told it would be approx. $800 if I paid cash but if I used my credit card it was an add'l $100 - really - $100. I know banks charge but this is outrageous. I asked if it could be delivered Friday night, as I work and would have the money than. I was informed that no they don't deliver at night. How about Saturday - no they don't deliver on the weekend. I explained I had to work and couldn't take off - the rep checked with her supervisor and was told that if I wanted to have an evening delivery it would be an additional $100+ but if I accepted a daytime delivery it was no charge. Really ?!?!?!?! I explained that I could be at home for my lunchtime of approx. 1/2-1 hr if they gave me a specific window - I was told they don't know when they would deliver but would give me an approx. 2 hr window Friday morning. The final straw was when I asked the name of the supervisor so I could write a letter and was told "Jim" no last name - sorry can't give that out - even after checking with the supposed supervisor I was told "no can't give last name - sorry". Well you should be sorry, sorry that you run such an unethical business that you would charge hundreds of dollars because you are inconvenienced by the customers who keep you in business - well shame on you and your business practices and maybe "Jim" ought to learn to be a real supervisor and man up and actually put the customer needs above his own anonymity. A VERY dissatisfied customer.

BEWARE!



I used this company for 3 years for my medical equipment. In Jan 2012 I received 2100.00 in unpaid bills from 2010 and 2011. Apparently they either did not submit the claims in a timely manner or they simply didn't file the claims at all with my insurance company.



When I got the bills I called Brotherston Healthcare and was told the claims were rejected for not being submitted in a timely manner. I asked how their poor book keeping was my problem? I was told a supervisor would get back to me. I called twice more over the next 2 weeks and was again told the supervisor would get back to me. No one ever called.



In May of 2012 I started getting calls from a collection agency. Based on Brotherston's contract with my health insurance company, they are not allowed to bill me anymore than the copay for these charges. I have this is writing from my insurance company. I continue to fight this and my insurance company has been a big help but Brotherston has caused me nothing but problems. I was not even able to get a call back from someone in authority despite trying on multiple occasions by phone and email.





I would like to note that I have an overall credit score of 960 and ALWAYS pay my obligations. I simply refuse to pay for someone else's incompetence. If you want really bad customer service, I highly recommend Brotherston Healthcare. Otherwise, BEWARE