First Community Care of Bassett

I have called and left messages with Jean, a receptionist, for Kevin to call me back about my CPAP machine. After four weeks, and three calls, I gave up and called my pulmonologist. I was advised to contact Betty Harrigan, the CEO. I would put the staff on Step 2 written warning, with Step 3 being out the door. We deserve better than this.

Long story short: 



Lousy customer service, and over-billing. Through their mistake, they billed me many times what we had originally agreed on. They would not relent, and I ended up paying much more than I should have just to keep them from billing me MORE each month until I agreed to pay. They kept repeating the infuriating phrase, “That’s just our policy,” when I called them out on each mistake they made. 



The long story: 



After some initial set-up visits by a genial gentleman, I found that the AutoRes CPap machine was not really working for my apnea. We didn't manage to make follow up appointments, and I was waiting for some contact. I imagined (logically) that I would continue to be billed monthly at the rate that I had been billed so far ( a reasonable rate, mostly covered by my insurance). 



To my great surprise, six months later I got a enormous bill, at an entirely different rate. When I called, they said it was because I was not using the machine, and the insurance company would not cover their end because I was not in "compliance." None of this was made clear to me previously (they said they had, but they were being disingenuous. They NEVER told me about this.) 



The whole thing was fishy, because they hadn't sent me a bill for six months, and all of a sudden this huge fee comes out of the blue. Later, one of their agents admitted that there had been a problem with the billing department, and that's why I hadn't gotten a bill for six months. 

Had I gotten a huge bill the first of those months, I would have contested it, and not have gotten the next five month's bills. But because of the mess up in their department, they told me I had to pay for all of those months. 



At some point I was handed off to Americoast, LLC, the billing agent of First Community Care of Bassett. It was hard to know whom I was dealing with, when, but both companies were entrenched in their "policies," and refusal to see their mistakes. 



The office manager whom I spoke to was useless, and kept saying to every good point I  brought up, "Well, that's just our policy," or "That's just the way we do things." I asked he who else I could speak to about this, and she said, "No one, there's only me." 



Through other sources I found out there actually was a grievance procedure, and when I followed it, I got very bad results. The said they'd cut the bill in half, and that was there best offer. That offer was still exorbitant. 



But having gone through enough grief and hours and hours on the phone with the unreasonable "customer service" already from these bean-counters, I agreed, and asked them to send me a receipt as soon as they got the payment. About a month after they cashed my check they still didn't send a receipt. I had to badger them today and finally got one. I'm sure, after all of this, that they don't even realize that they were wrong. They showed no signs of being able to even listen to reason, just made excuse after excuse ("But that's our policy, blah, blah, blah…”) 



Their customer service is absolutely abysmal. and their billing system is arcane and unfair. I would never have dealings with them again. Find another company and save yourself some grief.