Patient Aids Home Care Equipment & Services — Local services in Wilder

I've dealt with Patient Aids for almost three years and the staff at the Wilder store are friendly and helpful. Their billing department, however, is another story altogether!

If you have insurance.... And most people do... Beware!

Months, or in my case years, will go by with no billing at all and on (4) four separate occasions when I tried pick up my supplies they said I owed past due amounts. The amount is never the same twice and depending on the day, or who you speak with you'll get a different answer each time.

After questioning these charges, including what was, and what was not covered by insurance the amount changes, with no clear explanation as to why.

And by the way... None of these charges have ever appeared up on an EOB from my insurance company, so I can't even reconcile them to determine their accuracy. Ironically enough, neither can Patient Aids' billing department.

So this week, I stopped the Wilder location to pick up supplies and once again I was told I would have to pay my "past due amount," or they would not give me my supplies.

After very patiently disputing the charges for more than 30 minutes, via phone, with the (manager of billing), the rep at the counter handed me (13) thirteen invoices I had never seen before and told me I must pay the "past due amount," or I couldn't pick up my supplies. No explanation... No detail... I was simply handed a stack of unsubstantiated bills for hundreds of dollars - yet again.

It's worth noting I hold an executive position in the local medical insurance industry. I have 20+ years of experience in medical insurance, claims and billing, so I kind of understand this stuff. I share the frustration of the majority of folks who don't.

I walked out in complete frustration without my supplies and I will...

Cortney and team saved me when I arrived in Cincinnati without my APAP/CPAP machine. After calling around many places before finding Patient Aids, and mostly getting non-local “customer service operators” for multi-state corporations with local branches I could not speak to and who had no stock or were simply unhelpful, I was so relieved to hear back from Cortney. Within an hour I was at their excellent, incredibly well stocked home medical goods store and outfitted with my exact machine, which they had in stock. When I presented an out-of-state prescription that did not quite meet Kentucky requirements, they found a solution without speaking rudely or dismissively to me in any way. I had an excellent rental machine for one night, complete with new supplies I would be able to keep and use with my new machine. The following morning they received the updated prescription, calibrated my new machine, and sent me away with a brand new machine at an extremely reasonable cost including exactly the starter supplies I wanted. It is so encouraging to encounter small businesses like this one in today’s America! What a great team all around....

If I could rate zero stars I would. DO NOT GO HERE!! JUST DONT. I needed a CPAP. Said they were waiting on insurance(this was 10ish days after my study and they didn't reach out to me so I reached out to them), okay, no big deal.. time passes. They say it's taking longer because Covid and my insurance is out of state, okay whatever. I still reach out to them. Once a week then every other day. They stop answering the phone. I had to call the technician at the Dr office and she spoke to patient aid who told her that my claim was denied by my insurance. So she sent me elsewhere to get my machine. I find out today that they blantely ignored what MY insurance told them about MY policy and then lied to both me and my Dr office. Because of their unprofessionalism and inability to comprehend information I am almost 5 months post sleep study with no machine (thank God it isn't more severe or I may not be writing this).

TLDR: RUN SCREAMING FROM THIS PLACE UNLESS YOU LIKE BEING IGNORED AND LIED TO AND DONT REALLY...