Absolutely the worst experience with this company. My wife's insurance only pays for this companies wound pump and we've been left in the lerch. Supplies have not been delivered on a timely manner. We've received 2 texts claiming supplies are on the way. No delivery. After finally getting through to "Supply" we were told there were no orders submitted. Why did we get supplies are on the way notices?? We were promised a delivery Monday night and it never showed prompting a trip to ER is next town for a wound dressing because wound pump dressing can't be on more than 3 days... There is a warehouse in the city where the hospital is but no one can tell us if that warehouse has the supplies we need. All supplies are sent from a distribution center near Sacramento. I was on the phone yesterday waiting for 40 minutes for answers and was hung up on after call timed out on hold.... Unbelievable!! read more

Unbelievably long hold times when calling. I called in the afternoon and waited for over 30 mins and I hung up. I called the following morning and waited 12 mins until someone picked up. I was told my order was voided out. After I gave them all the pertinent information when I called them a month ago. Unbelievable! read more

I called this office this morning to make an appointment. I was told it is being reviewed by our clinician and just because your doctor and your insurance said your are eligible for it and need it,doesn't mean you are eligible for it.I replied yes it does,she hung up in my face.I have never had such a bad experience a d was so humiliating..I refuse to go g the office for any type of service.They should be eliminated. I have been calling these people for about two weeks,with no positive results.I am done with them.I reported this incident to my insurance company. read more

I recently had the unfortunate experience of dealing with SG Homecare, and I must say, their customer service was absolutely horrendous. SG's customer service representative and billing departments could not figure out why I had been double billed, to make matters worse I received a notice from a collection agency for a bill from them that they could not even explain. SG attempts to show that they have an amazing system to reorder DME supplies, they state they have a texting/billing system that works, but at the end of the day they cannot perform. Overall, my experience with SG was incredibly frustrating, and I would not recommend their services to anyone. read more

If I could give ZERO stars, I would! This place is a total joke!! My husband has been waiting months for his CPAP supplies and this place just keeps giving us the run around. We've called several times and the hold time has been 40 minutes or more. I called today asking for a supervisor and after being on hold for 30 minutes I was disconnected. Called back asking for supervisor and was disconnected yet again. When getting details about what is supposedly missing , I'm told it's the 'quantity' of supplies needed. I have a copy of the authorization from the Drs. office and it VERY CLEARLY says 6 months supply. I told the representative and he says he needs clarification. I asked if he followed up with the insurance company. He responded that he sends out requests and that's it. I asked him so you don't follow up. He again said he sends out requests. This place has HORRIBLE CUSTOMER SERVICE!! They have ZERO empathy for patients. read more

Horrible company. You have to call 10 x just to get your medical supplies. This isn't the 1st time it's happened. We also have to go thru our work insurance, and we are forced to use this company. read more

A Very Professional AND Friendly Staff Member Who Explained In Great Detail so that we understood Everything Correctly! All paperwork was gone over and Also Explained. read more

Horrible customer service. Had an appointment for orthotic inserts. Work was not completed when stated. I wasted my time going in. Work was done later and they called and wanted me to go back after I was treated rudely when they weren't done. Won't go back. Opium insurance should not reger people. read more

Horrible company,have been waiting for crucial medical equipment and so far four times they say they will be there and they never show up.Will asking my insurance company to please find different company. read more

Receiving the right ankle brace from a technician that you thought knew what they were doing???

Do yourself a favor and stay away from this company. The man who schedules the clinicians is rude and condescending. The clinician BRAD that was sent to measure my wrist for pregnancy induced carpal tunnel was almost an hour late and told me that he was sorry if I felt Inconvenienced , which was rude and condescending too . It's been a week since he came out here , and even though I begged him to submit my order as urgent , he still has not put it in. It's been a month and a half since my dr prescribed these wrist guards and I still don't have ones that fit me . I just asked their 714 phone number , spent 45 minutes on phone with Stephanie trying to get a manager to speak to me , I got disconnected and no one has called me back even . They couldn't care less about you here . read more

I had the unfortunate circumstance of dealing with this company from my health benefits. My nebulizer was ordered on 2/3 and until now I still haven't received it even though I already paid for my copay. Every week they kept giving me the run around of a code was still missing on the authorization or the shipping company has issues. They are really a bad company and the customer service is no better. I don't know why my organization keeps using this company. We definitely deserve better... read more

Another provider forced on me by Optum. They keep getting worse and worse. Was with Edgepark for about 15 years without a problem. Along comes Optum and will not allow me to continue with Edgepark and makes me go to SG. Been with them for about 9 months. I have never paid a deductible in the 15 years with Edgepark, but SG keeps insisting I owe them a 20% co pay. It has happened 3 times so far and each time I have to prove to them I do not have any co pay on my diabetic supplies. I have spoken to a number of people at this company and they say I have to have my doctor send them instructions that I do not pay a co pay. I may be ignorant about how the system works, but I believe I should not even be involved with this as they should have my info in their files. Why do I have to provide proof of no co pay every time I am sent supplies? Don't they pay employees to do this? They are the experts. Why can they not note my file to stop harrassing me and insisting I pay them a co pay? Don't they know if they have been reimbursed on all of their invoices? Don't they have at least one bookkeeper? I am the customer, not their employee. read more

I really wish Yelp offered an option of no stars or negative stars because SG Homecare now Stance Health Solutions would definitely earn its share of negative stars. I received wrong quantities of products in my last "90-day supply" and I left messages on their 24-hour line stating such all to no avail. Now, I called and after waiting 13 minutes on hold I was told that they "can't go back" (no surprise) and that they can't refill my order because they are waiting for a new annual prescription (it expired three days after they started the order process). Of course, they do not inform the customer, they just randomly send faxes and emails to insurance companies and doctors (who I just saw yesterday and could have asked her to follow up immediately if I had been made aware of this situation) and wait for a response. This company is a clown show! Unfortunately, Optum only uses this provider for what I need, so I am screwed. Then, when I do THEIR job and call my insurance and doctor, I get the run around because they have to "start the authorization process" and then it sits at one desk for 7-10 days then back to SG Homecare where it sits another 3-5 days...by this time, I am lucky I have not died waiting for my insulin and pump supplies! I guess it can always be worse, but at the moment, I can't figure out how that could even exist??? read more

My medical group switched from Apria to SG Homecare last year and I am not happy with thier service. I call in my CPAP supply orders and it takes thier backoffice 5-10 days to even issue the order and 2-3 weeks to get the orders. Apria was a 2-3 day turnaround from order to receiving suppliies. My last order from SG was on 1-2-24 (Paid on same day) for Frame/Headgear ,cussion and water chamber. The backoffice did not issue the order until 1-9-24. Today (01-19-24) i received order but it only included water chamber. After 3 calls to SG and 2 hours on phone i finally was told Frame is on backorder so rest of order is on hold. Why has no one called me to tell me this. Talked to Maria/Supervisor and she will ship headgear & cussion now and frame when is comes in. Why did i have to ask to have tgis done. Service is bad. read more

Good luck trying to get them to answer their phones, and they can't ever get an order correct.

Everything is wrong with this company. I am currently on hold now for 20 minutes trying to find out why my husbands oxygen didn't arrive last night. A home health nurse and myself have been trying to contact them for the last 3 days and nothing. He needs to go to the cardiologist right now and he has NO oxygen. This is unacceptable!! I will be inquiring about a new supplier. Do not use them if you can help it. Horrible service!!!! read more

This review is for the San Bernardino location. Worst home supply company ever. I don't have a choice because that is what the insurance company is using but if you have a choice, don't use this company. They've gotten to the point where if you need oxygen supplies, you have to leave a message. You cannot talk to a real person and I ordered a tank that I needed for this weekend and they ended up sending me supplies and no tank. It's very frustrating when you depend on them for your healthcare needs. I will be complaining to the insurance company. I have to give them a one because I don't have any other options. read more

Agents never answer the phones, they put you on hold for 15min and then send your call straight to voicemail!! I can never get an answer on my husbands referral status, it's been 2 months and I cannot get an answer!! Horrible experience so far read more

I would give them 0 stars if I could! My husband has had sleep apnea for 4 yrs now. Why is it every single month they can't order he's supplies because they don't have an authorization code. The initial code is good for 6 months at a time because he goes in every 6 months to get checked out. We have not had even one time that they didn't need a new authorization code. I asked the last lady that called and I said you do realize that he can die with out these supplies right she said well give me the authorization code and I'll ship your stuff out! My husband last saw his doctor in November it's January the last one is still good!! It's annoying!! It will be fixed but never in a timely manner! And no it's not the doctor our insurance sends us the forms for the authorization of supplies! read more

They suck, sent me all the wrong items and I sent them back. They sent me the correct items and billed me for both orders. They said they would issue a refund on the wrong order, months later i'm still waiting. Now they send me threatening letters lol. I stopped using them and order from a better place, same products and cheaper price. With SG i'm paying 20% of the cost and with the new company i'm paying 100% of the cost and its still cheaper. Looks like the insurance company should do a little research on them. Also, its impossible to get through to them on the phone. read more

Quick delivery and pick up of my at home Pulse Ox. Results given to my PCP quickly. Melissa in billing was kind and worked hard to make sure my insurance benefits were applied. Overall satisfied with the company. read more

I am a new patient and oxygen user to SG Home care. I am more than satisfied with the direction, knowledge, business skills, attention and empathy that I received from Nancy, Garrett and Andy: three different areas of the medical supply business in Tustin, CA. All of these employees possess incredible business values and principles, communication and solutions necessary for any patient's care. Nancy acquired the POC and followed up its delivery and Garrett made sure I received the right unit and followed up the delivery. Andy called me prior to delivery and took the time to explain the set up and usage. Thank you for remembering that I am a person. I appreciate all three of you. Laurel W. read more

RHONDA should not be working there if you want to display any type of respect or dignity or customer service to your clients. She should be fired immediately, or at the very least reprimanded and retrained. She yelled at me and hung up on me after asking to speak to a supervisor. How disgraceful, pathetic. read more

Have had 2 respiratory devices delivered and have yet to receive any type of instruction on how to use them. This is after being told I would get a phone call with instructions. Not much care provided with this Homecare company. read more

Called this morning to get assistance with medical equipment that delivered to my home by SG Homecare and the lady who answered the phone was extremely rude, disrespectful, and not helpful at ALL! Whoever does the training at this office needs to walk whoever I spoke with morning back through common decency, patience with someone who obviously is clueless with the equipment delivered, and a have a willingness to assist. I normally don't write these reviews but felt so disrespected that I had to let it be known. Deeply sadden and disheartened by the treatment I experienced today. read more

This company has the worst customer service. I thought Apria Healthcare was bad but this company rates up there with them too. If you have a lot of time to spend on the phone have at it calling their Redlands office, Stephanie put me on hold and took a long time to come back to say I'm still working on it you just have to sit there and listen to their music for a long long time, very unprofessional communication. The order I had placed last week with the gentleman Ricardo because the hose and filter didn't come in our box never submitted the order so now it's not going to be sent out till tomorrow. Very unprofessional and unacceptable when my husband needs his CPAP machine. Prior to the call last week I had to escalate the prior call to that to a supervisor because I got the runaround and they somehow disconnected the call! read more

disappointed, 1. It took 3 months to get CPap, phone calls got it's still on back order (don't call us) we'll call u. finally after 3 full months I asked my doctor to call (hound) them like next day they called...it's in What a coincidence!! duh 2. I was told they would (customarily I guess) deliver and setup..Oh no we can't bla bla so ship UPS another 4 day. 3. I'vd discovered the settings were basically maxed out uncomfortable/unusable but I'm required to clock a minimum (monitored over wireless) or else!! Thanks SG for nothing! read more

Getting harassed with phone calls, because of two months worth of co-pays, they say I owe. I do not have an EOB from heritage/scan telling me how much to pay them for these two months. Medicare and insurance say to wait until you get an EOB so you don't pay an improper amount and. with the EOB you know how much you owe. I don't feel comfortable taking their word for it. I need the EOB I suspect they're going to hold up my supplies until I give them their $150. I'll give it to them gladly as soon as I receive an EOB for these two months showing that I do indeed owe this because I was close to my stopgap they told me they would send me a copy of what they got from Heritage and I said fine do that and I will immediately pay you if I owe this amount. They said OK they're sending me their copy from Heritage. I said great. As soon as I get it I'll pay. two hours later I get recordings from them saying that I have to pay my bill or they'll cut off my service when I already made arrangements with them to pay it as soon as they send me the EOB copy. They've made errors in the past and I really can't trust their word on what I owe. and my Medicare guidelines say to wait until we tell you what to pay them. I am sick and this is exhausting. on the upside, all of their delivery people are wonderful read more

I had great service getting a wheelchair and bedside commode from them yesterday and today I can't get anyone to answer the phone. I've been put on hold 4 times, then the phone rings for a while and goes did. I finally gave up. It's too bad that they either don't have enough staff to answer the phone or just don't answer. I ended up emailing the company through there website and got a response from someone fairly quickly. Thank you for that! read more

I have to strictly limit the number of attempts I make to contact this company, since the difficulty of trying to interact always raises my blood pressure. Their phone tree has NEVER put me in direct contact with a program or finance staff person, no matter what day or time of day I call. (BTW: To the person whose previous review suggested that only people who write negative reviews show up on Yelp and the company is a good one with satisfied customers: that's utter nonsense. The phone system guarantees that contact is made on their terms only). For example, I have a billing problem since a payment made and cleared by my bank is not reflected in a written invoice. I've left messages, but while they commit to calling back within 24 hours, unless I sit patiently waiting by the phone, I'll miss the call and the process begins all over again. I tried to register to resolve the issue on line, but a problem occurred with my password not being accepted by the system, and I requested a reset. Within a minute or so I received an e-mail saying a reset link had been sent. That was hopeful. Unfortunately, my first request was almost two hours ago and the second almost one hour ago. No reset link yet. Once again, I'm left to wait on their pleasure. The company has a very poor communications structure, just for starters. I finally called my health care vendor to complain, asking why in heaven's name they contract with a company with such poor communications processes. They were apologetic and called the contacted the company themselves. THEN I received a callback. Even so, it took another 5 months to get supplies needed for my cpap. These are structural and organizational issues that don't begin to address the quality of actual interactions with staff. The company is virtually guaranteeing that clients begin conversations with staff from a place of frustration and annoyance. The company needs to solicit evaluations from clients and then pay attention to the feedback they receive. read more