Shield HealthCare

I've had sheild healthcare for years and never had any major issue with them. They been so good with me and sending out the supplies ontime. Few years ago they change my insurance I had croam healthcare they were so rude and disrespectful and they always delayed on sending out the supplies not only that when you call and place a order or anything. They have you on hold for an hour. I told my insurance I want sheild healthcare back because they're more knowledgeable and nicer and they do things the right way.

I order incontinent supples for my elderly mother through Shield Healthcare. They handled all the insurance qualifications, obtained the necessary prescription from the doctor, and my mom now gets her items delivered to her door. It was simple. The representatives have been courteous and knowledgeable.

Good

Shipping is slow, even in the same state. False advertisement on shipping charge minimum order under Customer Care tab. Customer service is a voice maze nightmare and ineffective; expect to devote the better part of the day to deal with issues with your order.

I have been dealing with Shields for 5 yrs now and I find their customer service to be in steady decline and have been caused an undue amount of stress because of it. I think maybe many of their customer service people aren’t trained properly. I’ve reported immediately when my primary care doctor changed and they still try to contact my former for a new prescription and tell me my order is delayed bc they can’t reach my former PC. I give them new insurance info then 2 orders later they call n tell me my order is delayed bc they don’t take my insurance which they’d been billing for a yr and getting paid. This has been going on for about a yr &. 1/2 now. Finally had to speak with a supervisor to get ins issue- non issue- resolved Also no matter when I call for issues I shouldn’t have to call about always the recording plays that they’re experiencing very high call volumes! When I use automated system to place order it takes a wk to get a call back say theres a problem my order. Yesterday I spoke with someone saying my order will be sent that day but today I wake up to text saying they are still waiting on my “ former” primary doc to sign Rx When I call again I get attitude from rep stymying order has been shipped. Ridiculous! And they’re still contacting my former doctor! Thankfully she signed off on it. When I told they still contacting my former doc I was asked if I wanted to start process again with my new doc whose name they have ! But didn’t call !!! Horrible service. My Rx is not something I can live without so this is Really stressful

I’m so upset right now. I’ve been waiting for my daughters supplies but they needed a new denial letter since the lady told me they only needed denial letter. My the guy I spoke to told me they needed a new prescription. I asked him why did no one tell me. He was No you need one but I said I was under the impression you received the new prescription since doctors office said they sent it and no one told me you needed it. He said well No. instead of him being understanding he had a attitude and got me so mad that I told him I’m so tired of waiting around and maybe I should cancel companies and all he said was “I”lol be happy to cancel”. I hung up. Seriously people!!!

Inconsistent costumer service and delivery. Been using shield for years with no problems until recently. Very frustrating. Their delivery service is unreliable at best. They all need to step it up for their customers sake.

CONTACTED THIS COMPANY AND THE LOCAL REP WHERE I LIVE.... I NEVER RECEIVED A RETURN CALL FROM SHIELD OR THE REP..... ANDRE RADAZA. SO B4 I HAD AN OPPORTUNITY TO EVEN DO BUSINESS WITH THEM; THEY SET THE TONE THAT HAS LED ME TO WRITE THIS REVIEW.
ONE PERSON; ONE EXPERIENCE.... BUT 9 TIMES OUT OF TEN....... IF THERE'S ONE; THERE'S MORE WHO HAD A SIMILAR/SAME EXPERIENCE.
EVEN THOUGH USING MY OWN $$$$ IS A FINANCIAL HARDSHIP; I PREFER TO WORK WITH COMPANIES AND THEIR EMPLOYEES WHO WANT AND APPRECIATE MY BUSINESS..... SHIELDS DOESN'T.
(HAD TO GIVE THEM 1 STAR TO POST MY REVIEW, NOT BECAUSE THEY DESERVE SUCH A HIGH RATING😀)..... YOU MIGHT WANT TO TAKE A LOOK AT YOUR REVIEWS..... THEY SUCK BIG TIME!!!!!

This place is horrible. They will not send my mom's diaper automatically every month. Diaper Fetch in San Jose sent it automatically every month w/o me having to call them every month. The reason they gave me as to why they can't set it up automatically: 1) due to law (lie bc Diaper Fetch in San Jose sent it automatically every month); 2) due to doctor change (most people don't change doctors every month so stupidest reason; 3) size change (another stupid reason as if customers are happy w their order, they stick w it and if not, they will call). They do seem to have text service but you don't get any kind of confirmation after sending text so you are forced to make the dreaded phone call and hope you didn't miss the deadline. One time I received a text message saying I should click on the link to order. When I clicked, the link was dead link. Stay away from this badly managed place and go somewhere else.

I have to fight them for my son's medical supplies every month. They fail to send things, or they send the wrong items, and the customer service reps are THE WORST HUMANS ALIVE

They package the formula horribly so it rarely arrives to my house in a condition I can unpack and drink it safely. Damaged and or leaking almost every time. They use Ontrac and I asked for UPS after 6 months. They promised UPS. As you see, here is another package with leaking precious formula in the broken box marked "fragile" from Ontrac. I've spent hours on the phone and dumped tons of damaged formula down the drain. I've received so many damaged packages I made a relationship with the driver so I could just deny these packages and their messes. Do better Shield! We are in a formula shortage.

Some changes to Shield Healthcare management must to be done!
In my case I ordered supplies for mom in January 2020 and until I start panicking and call them where is my order, no body contacted me. When I called they started to blame Mom’s insurance that not approved doctor authorization. I called insurance they stated that they didn’t receive anything. I called back Shield Healthcare. They passed the message to their department who is contacting insurances. Lady on the phone was very nice and send us curtesy supplies as appreciation for being a valued customer. Week after I called back to Shield Healthcare: blaming mom’s insurance again. I asked for supervisor to call me back. I was giving supervisor phone number. I called and left a message, begging to call me back! Another 2 weeks I waited for supervisor to call me back. No call back!!!
I called insurance, they told me that they ask for Shield Healthcare 10 days ago to fax questionnaire that required by insurance and was never received before, even mom in service with them for second year. I called and told Shield Healthcare what they should do, because they couldn’t find at first what Questionnaire I’m talking about. This time representative was so rude, but I made her find that questionnaire. They received it week ago, not 10 days ago like my insurance said, but still No action for a week!!!
Finally I received automatic call to order supplies. I ordered. Week after I received call from Shield Healthcare representative who asked me to call them back.
I am calling back, representative asked her supervisor and told me that supervisor said they no longer will work with Mom’s insurance! Insurance denied authorization from Shield Healthcare and now it’s up to Us and mom’s doctor to contact insurance and make insurance to send authorization to Shield Healthcare. This is what that representative supervisor said. It’s not even sound right!!!
I asked details about it - date of insurance denial. Was putting on hold, after a while get back and representative said that nothing needed anymore. She found herself in the system that Everything approved and I’ll receive my order soon. I appreciate very much to that lady who worked that day with me. She used to trying help me before too. Because it was her own effort and willingness to help me and find out the truth, but her supervisor, who tried to mislead us makes it ridiculous!!! 2 and a half months it took to make everything straight.
Was so stressful for me!

I can imagine through how much stress Patients of Shield Healthcare is going through, because they might don’t have no body else who could take care on their behalf. This kind of practice must to be stopped!

Stop putting old and ill people in stress, because you have very poor management, not updated system and short on staff. Create a call back system, because waiting time before you can talk with representative could take an hour! No way to treat old people in need!!! Very shame!!!

I hope some changes will be done soon!

Train your managers please to take their time to take care of customers and respond to their needs with respect!!!

This company takes advantage of its disabled clients on feeding tube by sending out used feeding pumps that throw out error messages and stop working shortly after receipt. You inherit someone’s problem with their “loaner” pumps after yours go out. After a few used “loaner” pumps you are cut off. They further tell you that it’s User Error and you will have to speak to one of their RD’s to be retrained on a pump you operate 8 times a day. Then the RD never calls…no one cares or calls and your child is left pumpless. I’m considering a Class Action Lawsuit. If you are a “Client” please get in touch with me. These people actually made me cry.