Option Care Opiniões 34

My 6 month old was admitted to the hospital as a direct result of their horrible customer service!

My son's feeding pump has been acting up since we first got it, but I was usually able to reset it. This became more frequent, so I finally called customer service to tell them about it. They said they would get a new pump out to us. It arrived around 9:30 that evening. I had to exchange the pump we had to the guy dropping it off. I set up the replacement and it does not work AT ALL (and now the old pump is gone). Customer service is closed at this hour so I'm stuck. I spent the entire night refilling a 60ml syringe (every 2 hours) and slowly, manually pushing my son's feed into him. The following morning, I tried calling customer service. I was disconnected several times, left several messages and got nowhere. In the meantime, I set up the gravity feed set that they provided. Shortly thereafter, I learned: DO NOT USE A GRAVITY FEED SET FOR A BABY! The only method of controlling the feed rate is a very finicky roller valve. The rate would increase and decrease depending on his breathing. He fell asleep and his calm breathing caused a rapid increase in the drip until suddenly he began to projectile vomit and have explosive diarrhea simultaneously. I called his GI doctor and was advised to bring him the the ER and have him assessed. Also, at this point, that's the only way I can get him fed since I don't have a functional pump and cannot reach anyone at Option Care to help. The doctors even tried to step in and expedite getting us a new pump so that we could go home and they couldn't make any progress with the company either. So, my son is admitted to the hospital and given IV fluids and sugar to combat his dehydration and hypoglycemia since I've not been able to feed him and we're finally feeding him with their working pump until Option Care gets us functional equipment.

A little more info:
My baby has had a feeding tube since November 2024 and we were set up with Option Care for his supplies. We received our first supply order quickly but it's all gone downhill from there:

Any time I call them, I'm on hold for at least 30 minutes and often get disconnected before anyone answers.

I once requested, by name, 3M Cavilon barrier film to protect his skin and instead I received 1100 3x4" catheter dressing films that are completely useless to me.

When he had surgery to change his ND tube to a GJ tube I was told that the new supplies would arrive before we were discharged from the hospital. Instead, the day after we left I received a call asking if I really needed those supplies and then they finally arrived 3days after we got home. Thankfully the nurse at the hospital sent us home with some extra supplies, otherwise as would've had to go back to the hospital while waiting for our Option Care supplies to arrive.
When we finally received the new supplies they were useless. The extension tubes they sent (that I later learned leak half the time) had threaded connectors that our previously supplied syringes would not work with. I called and after 45 minutes was told I'd receive the correct syringes the following day. A week later, after not receiving anything, they told me there was no previous order for them and again told me they'd arrive the next day, finally 3 days later they did.

I am now in the process of finding a new supply company, enough is enough!

This was a horrible experience, place was under staffed and were unable to get blood work each time! The big Boss seemed iratated that he had to help.

I am NOT pleased with Option Care.
On December 24, 2024 I gave my insurance card as well as my assistance fund card to the receptionist to put in my file. My next infusion should have been scheduled for January 7, 2025. I didn't get a call so I called and was told I was. Scheduled for January 14th but no time was given. I received a call on January 13th informing me my treatment was on hold due to no update on my insurance. Update was in my file. To date I haven't received any calls regarding my treatment. This totally unacceptable. I need my treatment. I hate to seek legal help but it's going on a MONTH since my treatment. I need to hear from Option Care as soon as possible.
Pamela Greer
469-233-4707

I just want say, Mr. Armen Adamyan really knows his stuff. Very knowledgeable and helpful, and willing to answer all questions.
Thank you H. Corro

My husband was a patient at Vanderbilt hospital in Sept. 2024. He was dismissed to Home Health with Option Care. The person that set up the Option Care for him said the charge would be for 5 weeks @ $279.00 per week which I paid in full by credit card. I keep getting a bill for $987.00 which I do not owe. The lady with Option care that set up the care told me that is all I would owe. I paid $1375.00 the day he was dismissed. This amount was for the medicines that were ordered for him and we received nothing else. I would appreciate any help in this matter. Thank You
Carolyn Finn (Edward Finn 02-15-1932)

First experience
The are beyond the WORST. No credibility
Simply put
Crap organization

Again, we had to go an hour out of our way before a 4 hour drive home. Totally unnecessary! The pain and discomfort this causes is inexcusable on their part. There's no reason for them to not send someone to the hospital if they're set on "training" that's available online!
And then, to make things worse, they didn't have her meds to her on time!
The nurses are very kind but as a company, option care shouldn't be in business!

Impossible to get in touch with... The few times I have been able to get in touch I often am given wrong information. All of this leads to a terrible quality of care. Heaven help if you need to actually reach somebody... You wait on hold for 30+ minutes, if you select the option to leave a message for a return call it disconnects you.

Then when I tried calling and leaving messages on the nurse line to get messages to the DME no one called back.

When I tried calling the billing department to get other numbers to reach the DME department I got transferred to Medicare sales and offered free medical alert devices.

I have spent an entire week trying to reach the company, submitting requests online and calling every number that exists and I still cannot get the supplies that I need.

On top of all that they're smartphone option to order supplies is really automated calls that harass you. There is no smartphone technology to allow you to easily order supplies.

If you're looking for a DME look somewhere else. I know I'm looking for a new/different company as I type this.

This is the second time they promised my meds would be delivered. I missed doses because of the neglect and passing on information, someone needs to get their act together. How am I supposed to get better.

If it wasn't for Amy, my husband would not have been discharged from the hospital. She went above and beyond!

Option Care managed my husband’s antibiotic therapy and their services were horrific from beginning to end. He only needed to have his blood drawn there once-a-week after his initial visit, yet every appointment took 60-90 minutes rather than the 10-15 minutes it should have taken because they were never prepared and were always training someone new. Apparently, they have difficulty retaining staff. Then Option Care charged my credit card two weeks after I had paid the balance online in full. When I inquired about a refund of the overpayment, they never responded to my email. When I called them I was told they were keeping our credit balance until his insurance paid his final bill in accordance with their policy. What? First they overcharge me and then say they’re going to keep the illegally obtained overage, just in case he’s owes them any money in the future. And we know that won’t happen because we’ve already satisfied our catastrophic cap. Unbelievable. I’ll be contesting the charge on my credit card and will NEVER USE OPTION CARE AGAIN.

While I did have trouble with getting through to them the first time via their phone system, ever since then I've received really good customer service and care. I went to the Bridgeport facility for a one-time infusion and the nurse on duty (Kerry) was truly lovely. She set my mind at ease and was very kind. I received a follow-up call from Option Care the next day to see how I was doing after my infusion. I thought that extra step was so nice. I do recommend Option Care should you need infusion treatment.

Terrible company. Double and actually TRIPLE billed me.
Their billing 'department' is in a different country of course, and after getting no resolution and asking to speak to someone in their American HQ, I never received a call back. I've spent hours talking to these people on the phone- and recorded all phone conversations after they lied for the 4th or 5th time (they tell you up front 'phone call may be recorded') and have even attempted written correspondence-with zero response from them. I'm going to have to take them to small claims court which will be a slam dunk, and I'm going to be seeking reimbursement for all the time I've had to spend on this. If they would be simply forced to re-pay what they stole, where would be the motivation to stop stealing from patients?
If anyone reading this has been referred to this company, RUN AWAY