Guarantee Escrow Inc

Dear Mr***,Thank you for alerting me concerning a customer grievance.We always seek the highest level of customer satisfaction and do everythingpossible to achieve that.We have complied with the customer’s request for anothercopy of her sales receipt (see attached)Please note that although
thiscustomer did originally inquire about a wheelchair in December of 2014, shemade the decision to make a cashpurchase of a specifically requested (special order) upgrade wheelchair withthe date of sale being January 7,2015.Because there had been initial interest on her part topursue insurance coverage, our company informed her verbally that thewheelchair she wanted to purchase for cash would not be eligible for insurance reimbursementShe verballyagreed, and was provided with a copy of the sales receipt at that time.In March she requested a copy of her sales receipt which weprovided for herIn April she asked our company to bill her insuranceWe explainedagain that as a non-covered cash sale item it would not be reimbursable. She understood and agreedWe later receiveda call from the customer’s insurance company regarding her request to receivereimbursement for her purchaseWe explained to him that this was a cash sale fora non-covered wheelchair, by request of the customerWe continued to receive calls from the customer requestinginsurance billingWe explained that there was nothing else that we could dofor herOn July 24th, she again requested a sales receipt (given toher twice previously)At that time her sales receipt was back-filed, and shewas told that it would require time to provide another copyI understand the customer’s hope for reimbursement, and sympathizewith the frustration this has caused herHowever, she made a good decision to purchasethe exact wheelchair that she wantedCertainly if there was anything else wecould do for her I would gladly consider it.Sincerely, *** *** CEO

I am rejecting this response because:I do not agree with what is stated in the response concerning accuracy, honesty and good business practice. I will not continue this dialogue, but know that in the future I will not refer anyone to Mobility Plus for services and we will terminate any and all further dealings with Mobility Plus. In addition, *** *** *** will be alerted to my experience with Mobility Plus. Thank you for your time and attention - Have a blessed day

I am rejecting this response because:Thank You to the Mobility Plus for sending me a copy of the receipt, however, what was sent was not complete enough for my insurance to accept as "professional quality" because it failed to include the following:* Tax I.D. number* MPI number* all code/numbers pertaining to wheelchair ordered; including any/all custom order changesTherefore, my request was actually made for the original order form written up by the salesman from December 2014 which included the Tax I.D., the MPI, and the codes/numbers for the particular wheelchair ordered.  The accountant/billing person at Mobility Plus Modesto stated, "Looking for that form would mean time and time means money.  I won't take the time to look for and make you a copy of that order form.  I won't do your insurance work for you."I never asked the accountant/billing employee to deal with my insurance and my insurance assured me that they would never call Mobility Plus to deal with this issue.  Therefore, the employee's accusation that "I am tired of your insurance company calling me, they keep calling me and asking me stuff" is a false accusation.  I intend to deal with my insurance on my own behalf when I receive the copy of the correct information on the original order form that was filled out in December 2014 during which time the accountant/billing employee was to my knowledge on vacation.

Revdex.com3075 Beacon BlvdWest Sacramento, CA 95691 Complaint #[redacted]Dear Mr. [redacted],Our customer in the above referenced complaint has repeatedlyinsisted that there is an “original order dated back to December 2014” that sheseeks to submit to her insurance company for reimbursement. Since there was NO order in 2014, we are unable to comply with herrequest. Please note that an inquiry does not constitute on order,as an order must contain all the necessary medical documentation required froman ordering physician to obtain any piece of equipment. In December we provided a phone quote as to the price of thechair the customer requested. There were NO codes and NO reimbursable medicalqualifiers associated to this quote. It was only eligible to beacted upon as a cash purchase.There is also an apparent misunderstanding in the customer’sstatement pertaining to our “looking fora form requiring time and money” as thereis NO form that exists that would allow her to bill for her wheelchairpurchase (which occurred in January 2015). Repeated requests were madefor a sales receipt which we have complied with. Additionally, there were no rude or dismissive comments madeby our staff as alleged.There is a very strict and exacting process to obtaininsurance reimbursement for medical equipment. When it is not followed, and inthis case the customer agreed to not follow it, there isabsolutely nothing that we or any medical equipment provider can do to changethat. The original sales slip signed by our customer states “I agree that the item(s) provided above are not an insurancecovered claim. Mobility Plus of CA. will not bill insurance or accept a lowerpayment.”After at least teninsistent requests from this customer, I must respectfully request that NO further requests are forthcoming forus to produce an original order dated December 2014, as none exists.  Sincerely,[redacted]