Victory Home Health and Hospice - Kingston

I am writing this hoping no one else will be taken advantage of as I was. I understand why this company has such a low rating, it is completely deserved. However, it's not the nursing care or the physical therapists that are the problem; it's the business practices of the company. They quite literally lie and cheat to get your money, and money is all that they care about. I'll tell you about the experience I had with them. I had a knee replaced and was prescribed physical therapy by my doctor. I asked for a home health agency that WAS IN MY NETWORK, my one and only condition, and since I live in Kingston this agency was offered. When the home health nurse first came out, again, the first question I asked was "Are you in my network?". The nurse immediately said, "Yes, we are." Two weeks went by during which the nurse came twice and the physical therapist came four times. Not once, in any of the TWO WEEKS worth of visits did anyone tell me that they, in fact, were NOT in my network and that I would be on the line for all the charges whereas I would have owed NOTHING if they were network since I had already met my “in network” deductible for the year. Finally, the nurse called me and said that they actually weren't in my network. The nurse apologized and said that she "thought they were" in my network and "if you get a bill, call me". For two nurse visits and 4 physical therapist visits, she received a bill for $866.56. I then called and talked to the nurse again and she said that she would find out who I needed to talk to about it and call me back. She never contacted me again, so I called the agency back and got the run around through multiple people from Kingston to Tishomingo until I was finally told someone in charge would call me back. The financial supervisor called back and just blew me off, showed zero sympathy to the problem that HER AGENCY had caused, stating that I was "informed immediately when we found out we weren't in network". Thanks for being prompt in informing us that your company lied to secure services. She then offered a small discount if I paid in full immediately, the EXACT same thing that is offered to EVERY customer so no real accommodation whatsoever. Not much of a deal for a near $1,000 bill that would have been paid by my insurance company not by me if they hadn't blatantly and repeatedly lied to me about being in my network. I wrote a letter and filed an appeal to no avail. The Director of Finance sent a return letter saying that they "confirmed that you were not told that you would have no responsibility for payment", despite the fact that the whole problem was that they repeatedly claimed to be in network when, in point of fact, they were not. It's always nice when a company investigates themselves and determine that they did nothing wrong. She also made the ridiculous claim that an "insurance deductible is unrelated to a provider's individual Cigna network status". In other words, it doesn't matter whether they are in network or out of network. Of course it does! The two categories have different deductibles. Anyone with even a passing familiarity with health insurance procedures knows that's not true, much less a "director of finance". So, with the prospect of being turned over to collections in the future, I went ahead and paid the full amount to take advantage of the paltry discount. Long story short DO NOT EVER use this company. They offer whatever it takes to get people to accept their services when they are in physical need and then run up charges and stick you for the bill despite their deception. A thoroughly disreputable company through and through.

This company went above and beyond to help my family member. The nurses, aides & therapists were always quick to help with any needs or questions that I had. If I had to put another family member on Home Health services I would use this company again no questions asked!