I am posting this review for the Redding New West Medical location because the employee handling my son's prescription works out of this office. My experience involved a medically prescribed Cubby safety bed for my disabled two-year-old son, who has severe headbanging and self-injurious behaviors. In my opinion, what happened raises serious concerns about misrepresentation, falsified documentation and potential fraud.
Timeline:
March 2026: New West Medical received the prescription and supporting documentation for the Cubby Bed.
May: A New West employee told me their mobility/equipment person would contact me to schedule a home evaluation. That evaluation was NEVER scheduled and NEVER happened. I made multiple calls trying to find out what was going on.
June 30: After months of waiting, I went to New West in person. I was told Partnership HealthPlan had denied the prescription and that I would receive a denial letter. The employee handling the prescription, who I was told works out of the Redding office and whose name I believe is Deanne, was involved in the request.
I contacted Partnership myself and was told something completely different: New West had never submitted the prescription. If it had never been submitted, Partnership could not have denied it.
July 7: I returned to New West after learning this. Deanne was on speakerphone from the Redding office. During that conversation, I was told she had dealt with approximately 50 other Cubby Bed requests that had been denied and she wasn't going to spend hours working on something she believed would not be approved.
That was extremely concerning. It is not the medical equipment company's decision whether a prescribed item will be approved. The prescription should have been submitted so Partnership could make that determination.
The prescription was finally submitted on July 13.
July 23: I received an actual denial from Partnership. Because I no longer trusted what I had been told, I requested copies of everything New West submitted.
That is when I discovered paperwork representing that a New West home evaluation had occurred on June 5 by the mobility/equipment person for the Eureka area.
That home evaluation NEVER happened. No one from New West came to my home on June 5 and performed that evaluation.
The paperwork also contained information about my home and child that I say was false. It described my home as single-story when it is two-story, contained information about areas of my home New West had never evaluated, incorrectly described my son's sleeping/supervision situation, and contained inaccurate information concerning his vision and hearing.
The only REAL home evaluation occurred after the prescription was finally submitted, when Partnership sent its own person to my home. She actually came inside, observed my son and looked at the area where the bed would go. That was completely separate from the New West paperwork.
After discovering the New West evaluation, I emailed the company seeking answers. I then received a call from a personal cell phone saying they were with New West and wanted me to speak with their mobility/equipment person. At that point, I said any further communication needed to be in writing or on a recorded call with everyone's consent.
I filed a formal grievance with Partnership. Partnership investigated and stated in writing that New West had "misrepresented" information, including information concerning the home visit and my son's circumstances.
This is why I believe this goes far beyond poor customer service. In my opinion, representing that a home evaluation occurred when no such visit took place and submitting inaccurate information about a patient and their home raises serious concerns about falsified records and potential fraud. The appropriate agencies can determine whether it legally constitutes fraud, but I believe it deserves investigation.
I have kept the emails, paperwork, dates, denial documents and other records supporting my account and have filed complaints.
This involved a disabled two-year-old child who needed medically prescribed safety equipment. Months were wasted while he continued needing a safe sleeping environment.
My advice to anyone dealing with New West Medical: Request copies of EVERYTHING they submit to your insurance and check every page. If I had not done that, I may never have discovered the home evaluation that I say never occurred.
This experience completely destroyed my trust in New West Medical. read more
