Roberts Home Medical

My Father is on Oxygen and has liquid Oxygen delivered 1 time every 2 weeks. Every delivery day Either my mother or myself has to call in multiple times to ensure my fathers Oxygen will be delivered. He needs oxygen to function with every day life and this is a huge hindrance every 2 weeks. Neither my mother nor myself are able to constantly call and or sit on hold awaiting an update and or waiting to hear if his oxygen will be driveled. When we call the customer support reps tend to be rude and impatient as if we are bothering them. Sorry we just want to make sure that the service insurance has already paid for will be conducted as my father relies on this for his survival. This has been an ongoing thing with this company since we have started with them, be it they deliver themselves and or they sub contract to another group (this is no longer the case but Roberts is the company which needs to be accountable).

In July I rented a wheelchair for a one month period and returned the item. The next month, in August, I received another bill as if I had not returned the wheelchair. I called to get the bill removed on three separate occasions. Each time they said they have indicated the item was returned in their system and zeroed out the charge for August and September. Now we have received a past due notice for the August charge on a wheelchair that has been returned.

y husband, ***, is a wheelchair bound MS patient who is on his 3rd wheelchair from Roberts. They are contracted with my insurance company. Unfortunately, their service is painfully slow. On July 15, we contacted them to advise that the legs to my husbands power chair were stuck in an extended and upright position, making it difficult for him to navigate, difficult for us to transfer him, there there is no front access to the chair and providing no support for his feet. More quickly than is their normal, they were out to the house to inspect the chair sometime during that week. The tech advised he would order parts and be back in touch to fix the chair when the parts had arrived. When my husband followed up on July 20, he was told that nobody could get out until August. His occupational therapist was at the house that day and contacted *** and Roberts directly to advise them that the chair was dangerous and that the lack of support for his feet could result in injury to his feet/ankle tendons/ligaments. Roberts agreed to come out on July 23. However, on July 23, my husband needed to be transported to the ER and so was not avaiable when Roberts came out. When my husband followed up on July 24, he was told that the first they could come out was August 9. On July 25, I followed up with Roberts and was told that if I could bring the chair down that afternoon, they could look at it. However, their facility is 20 miles away from our home and we do not have a wheelchair accessible vehicle. They also did not have any loaner power chairs availble. I stressed that this was an emergency repair due to the safety issues and Roberts advised that all of their repairs were safety issues. On August 9, Roberts came to the house and again decided they needed to order parts. For the second time, we were told that they would order the necessary parts and be back with us in a few days. Roberts never tollowed up, but my husband did follow up today. He was told that Roberts would not be able to come out and fix the chair until September 9. We have already spent the better part of 5 weeks without a safe chair due to Roberts' delays.

I was given a prescription for a hospital bed and full rails. The doctor sent the order to Roberts. They sent the bed and rails only. I was in bed so the equipment was left. On 7.1.19, I was at the hospital and my sister and a friend put the bed together. When they tried to attach the rails, they found that the two rods were missing. These rods go across the bed and the rails hook into them. Without the rods, you cannot put the rails on. I have MS and cannot move so the rails are vital so my sister can do for me. Without the rods to put on the rails, I can easily roll off the bed and get hurt. I am a quadraplegic.

My insurance company, ***, approved for me to get a new wheelchair. After much delay with Robert's Home Medical (RHM)my new wheelchair was ordered. When the sales rep came to my place in late December 2018 to deliver the wheelchair it was not correct. It did not have the seat lift option and it was supposed to. The rep told me he'd take it back to RHM to have the seat lift installed but he needed me to pay $700.00 deposit and sign a paper indicating that I received the wheelchair. He said the wheelchair costs $30,000.00 and *** had to pay for it before the end of 20018. I've never heard from the rep again. E-mails I've sent to him have been kicked back to me. Customer service from RHM has been and continues to be very poor. I need my wheelchair and no one will provide me with a status update. There is no way in the world that it takes four months to install a seat lift - an option that was supposed to be included from the very start of this disappointing process.

I endured at least two weeks of nondelivery promises to have my husband's bed delivered after bringing him home from the hospital. Roberts Home Medical continued to prevent me from bringing him home from the hospital because they would nit deliver the bed. They would promise and not show up for two weeks.
Now I am ill and need them to pick up the bed and they have continued to lie and they are very disrespectful. You call and they hang up on you and I am not paying for the bed. They have absolutely no respect for the customer and I do not want to owe them anything. Today they had me to call a driver only to find out where he was and when I called him he said that he no longer worked for that terrible company and "I better not call again." I just want them to pick up the bed and leave us in peace. Please advise. I am suprised that the VA has a contract with this company. I am also reporting this to the VA.
Thank you.
P.S.: Terrible company, very disrespectful, the staff hangs up on you and they lie all the time.
My stationary is Robertd Home Medical, Inc. 20465 Seneca Meadows Pkwy, Germantown, MD 20876

It been 3 months since June 6th that I went to *** in *** to get my wheelchair repaired. My armrest broke off and I need new tires on my wheelchair. so on June 6th they told me my wheelchair was under warranty so that should fix it. I ask them did they need a prescription from my doctor on June 6th when I was there and they told me no. Because my wheelchair was not even a year old and it should be covered under the warranty. I'm not over 330 lb so that should be covered under the warranty because my wheelchair I received 9/25/17. Now on 7/10/2018 I called *** to see if my parts was in. They told me no because they need a prescription from my doctor. I told the guy that answered the phone in repairs that, y'all told me it was covered under the warranty and he told me know it wasn't so now it's been 30 days in 7/10/18 and I still haven't got my wheelchair fixed. I have one arm rest on my wheelchair and I can't do any pressure release because they haven't fixed my chair. So I call my doctor and told him that they was going to receive a prescription from *** to get my chair fixed in July because the guy I talked to in repairs told me I need a prescription to get my chair fixed. Now on July 20th I received a approval letter from my insurance Cigna approving *** in *** to fix my chair from 7/20/2018 to 10/19/2018. now on 8/6/2018, I called back to *** to asked is my parts in for my wheelchair in to be fixed. they told me no it should be in soon. So now I've been 2 months and I haven't got my wheelchair fixed yet. so I called 08/14/2018 and asked the guy in repairs, was my wheelchair parts in yet. once again and this time he told me they need another prescription from my doctor on the 8/14/2018. So I told him you already have a prescription and it been approved. The guy told me, they need another prescription because the first one wasn't filled out correctly by Roberts. Now 9/6/18, my chair not fixed yet

Today I called Roberts Home Medical at (301) 353-0300 and had the worst customer experience of any company in a dozen years.
I was calling for help with a part of my CPAP machine that broke. I tried to navigate the really poorly built automatic menu through options 1 (I'm a client), and 1 (Customer Service), and I could find no option in that menu that led me to a human being. Even pressing zero several times did not work. So I started over and pressed options 1 (I'm a client) and then 5 (If you have a technical question about equipment you have at your home), waited on hold, and them a human finally answered. After I explained my problem, she informed me that she had to transfer me to the CPAP department. I then waited for almost 10 minutes, someone responded, and I re-explained my problem - only for the employee to realize she did not transfer my call but simply put me on hold, and I was talking to the same employee. She then transferred me to the CPAP department. I waited on hold again, explained my problem, and the employee cut me mid-sentence (with quite the grumpy attitude) and said "let me put you on hold for a second" and she hung up on me….
At this point I started to lose my patience, and called over again through options 1 and 5 - I know that's not the right department, but I still don't have the proper phone number. I waited for a few more minutes, and a different employee answered. I explained that I have been lost in this loop for a while, and asked him to give me the phone number to the proper department rather than just transfer me. He said "sure, let me put you on hold for a second" and proceeded to *transfer me without giving me the phone number*. At that point I waited for 10 more minutes to reach the CPAP department, totalizing 29 minutes of listening to your 30-seconds cheesy music loop this morning. When someone FINALLY answered, and I explained my problem, they informed me that, oh surprisingly, I had not yet reached the right department. They told me that the CPAP technical problems department is going to call me by the end of the business day. So, yeah, I still didn't get any help with my problem and thus can't use my CPAP.
At this point I am absolutely infuriated this company, and could never imagine that a private medical equipment company could be worse than the DMV and IRS combined. Their website lists catch phrases like "Just a phone call away", "With helpful staff and 24/7 on call support, we are always ready to help our patients and their caregivers achieve the best possible outcomes.", "When Quality and Experience Count". This is utterly pathetic... I also tried to file a complaint through their website and could find no such option. Two of the four employees I talked to were absolutely mean and not helpful at all. These calls felt like I was absolutely bothering them in their busy day of "putting people on hold for fun".