[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
The following response was provided to me from our Manager, Seth W [redacted] regarding Mr [redacted] - "We submitted the claim for the items to the patient’s insurance company The insurance company notified us on 5/16/that all items submitted were to be applied to the patient’s deductible Thus, on 5/24/16, we processed payment for $on the patient’s [redacted] ending in *** The patient exchanged a hose and indicated that he would receive a $refund However, we valued the returned hose at $ Thus, on 6/22/we processed a refund for $back on the patient’s [redacted] ending in *** Our records show that this refund was approved and settled with the patient’s bank/credit card provider." Our records seem to be complete, that the refund WAS issued Please have Mr [redacted] contact us directly - either MrW [redacted] or myself if he has any further questionsThank youJoel M***
Mr*** had previously provided this information to us and then asked that we discontinue using it, which we did. We apologize if he was not provided an estimate of the total cost of the products. The estimate we provide is the full amount billed to insurance. He would
ultimately only be responsible for any co-pay or deductible that the insurance applied to this service after reducing the billed amount to the insurance allowable. It is impossible for us to know this exact amount, particularly early in the year before he has met his deductible and the insurance allowable amounts are updated. Charges from other providers between the date of service and the insurance company receipt of our claim will effect this amount. With the high level of deductibles in most plans today, we know that the charges will generally not be fully paid by insurance early in the year and our policy is to obtain a method of payment to use after the insurance has adjudicated the claim We regret any inconvenience for Mr*** and would be happy to discuss in further detail the estimated amount that may be due for any services he chooses to obtain from Medical Service Company
Tell us why here...We have researched the complaint from the patient. I have attached the detailed explanation I received.The amount requested from the patient is correct. We were delinquent in timing of our processing of the outstanding balance due to our delay, however, the amount is
correct. In August of we spoke in detail with the patient's wife and then sent a detailed statement.We have requested and received confirmation that no notice will be placed in the customer's credit history. However, though the billing was delayed as a result of our error as well as the delays commonly associated with insurance billing the outstanding amount is due for services provided and applied to the patients insurance deductible
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Unfortunately what you stated in your response was not the information I received from employees with your company (I actually called back to verify)I asked several times for the price of the equipment (even prior to insurance coverage) so that I could plan for the maximum amount to be owedBoth employees stated that they could not give me that information (or ANY information on the cost of the equipment), and that is why I am dissatisfied with your business practiceFor example, if you went to drop off a prescription and they asked for a credit card at time of drop off without telling you how much this medication would be, and they would just charge whatever wasn't covered by insurance that would be insaneSadly the only person this effects in this situation is the consumer, because the people who need medical equipment are usually to sick to argue this case with companies and just pay for what they need
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
The following was a cut/paste by Revdex.com staff of the company's email attachment:The patient passed away 10/8/and we were notified by the complainant of this on 10/18/and we were requested to pick up the equipment, which we did on 10/19/17. Since we were notified on 10/18/17, the monthly
rental bill on 10/17/(date of service) was processed to the patient’s insurance company. We received correspondence back from the insurance company for the 10/17/date of service on 11/10/which indicated the patient had a co-pay of $21.83. As is customary, we send an invoice with this amount and the date of service to the address on file letting the patient know that we will be processing this charge on the method of payment previously provided on a date in the future. This date is noted on the invoice. These charges processed on 12/1/We received a call from the patient on 12/1/informing us again that the patient had passed away prior to this date of service so she would like the charge refunded. We processed a refund in this amount on 12/4/17.One thing that is confusing with rental equipment billing to insurance is that the insurance company does not always process all the submitted claims in order of the date of service. In this instance, the initial date of service, 9/17/17, was not processed and approved by the patient’s insurance until 12/20/(after the 10/17/date of service). As a result, we sent an invoice to the address on file that the patient’s co-pay related to this date of service (9/17/17) that we would be processing the co-pay amount of $to the method of payment on file. As indicated on the invoice, we processed these charges on 1/10/18.It appears that due to the patient passing away, that the invoice was not received notifying the patient or other family member of these charges which has caused the confusion of what these charges relate to. Due to the confusion and as a courtesy to the patient’s daughter, despite these charges being valid, we will process a refund of $back to the method of payment we have on file. We do not show any additional claims out to the insurance company for dates of service prior to or after the patient’s passing
We are re-instructing our staff that they should provide an estimate of total cost, before insurance. It is our policy to provide this information and I regret that this was not done in your situation. I'm not sure what other action we can take that would be acceptable. Even if we did not require a credit card to be on file, you would still be responsible for the outstanding balance of deductible and co-insurance that is required from your health insurance policy. We understand that you are not satisfied with our business policy of requiring a method of payment prior to delivery, however, it is our policy, though obviously not always followed to inform a patient of total amount to be billed to insurance when requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The complaint regards the timeliness of billing for services and that concern has not been satisfactorily addressed by Medical Service Company. To say that "it looks like we dropped the ball on posting" is an understatement in this case; the time between service and billing approaches one year and is in no way a satisfactory explanation. Further, the complaint requests that consideration be given to the amount due and from Medical Service Company's detailed response, it does not appear that any consideration was given to adjusting the amount due, just proving that the amount was accurate. There is no dispute in the original complaint, nor after viewing Medical Service Company's response, regarding the amount due.Medical Service Company does acknowledge in their response that there will not be any adverse reports to credit reporting agencies as a result of their referral to a collection agency as requested.Medical Service Company's detailed response is a copy of internal communications that refer to procedures, systems and terms which do not provide any further explanation for the cause of billing delays nor any assurances that the situation was an anomaly or has been rectified going forward. As such, it is my intention to pay the amount due to the collection company to which this matter has been referred as soon as possible and discontinue any future business dealings with Medical Service Company and its affiliated companies. I also intend to notify my health insurance carrier of the problems with timely billing and poor customer service from Medical Service Company for not responding to customer inquiries about billing issues.
Regards,
[redacted]
The following response was provided to me from our Manager, Seth W[redacted] regarding Mr. [redacted] - "We submitted the claim for the items to the patient’s insurance company. The insurance company notified us on 5/16/16 that all items submitted were to be applied to the patient’s...
deductible. Thus, on 5/24/16, we processed payment for $278.77 on the patient’s [redacted] ending in [redacted]. The patient exchanged a hose and indicated that he would receive a $28 refund. However, we valued the returned hose at $42.28. Thus, on 6/22/16 we processed a refund for $42.28 back on the patient’s [redacted] ending in [redacted]. Our records show that this refund was approved and settled with the patient’s bank/credit card provider." Our records seem to be complete, that the refund WAS issued. Please have Mr. [redacted] contact us directly - either Mr. W[redacted] or myself if he has any further questions. Thank you. Joel M[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We spoke with the patient's wife on October 5th. We have since that date refunded the patient's out of pocket expense and delivered a new mask. The root cause of the issue was that on July 12, 2017 our team member mistakenly entered an incorrect phone number in our system,...
overwriting the previous, correct number. The correct number was not properly communicated to our therapists and resulted in an inability of our respiratory therapists to confirm appointments - and thus missed appointments. We hope that this will not occur again and apologize for the significant inconvenience.
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
I am investigating and will respond by the close of business tomorrow, April 19th I'm sorry for the delay
The following response was provided to me from our Manager, Seth W [redacted] regarding Mr [redacted] - "We submitted the claim for the items to the patient’s insurance company The insurance company notified us on 5/16/that all items submitted were to be applied to the patient’s deductible Thus, on 5/24/16, we processed payment for $on the patient’s [redacted] ending in *** The patient exchanged a hose and indicated that he would receive a $refund However, we valued the returned hose at $ Thus, on 6/22/we processed a refund for $back on the patient’s [redacted] ending in *** Our records show that this refund was approved and settled with the patient’s bank/credit card provider." Our records seem to be complete, that the refund WAS issued Please have Mr [redacted] contact us directly - either MrW [redacted] or myself if he has any further questionsThank youJoel M***
Mr*** had previously provided this information to us and then asked that we discontinue using it, which we did. We apologize if he was not provided an estimate of the total cost of the products. The estimate we provide is the full amount billed to insurance. He would
ultimately only be responsible for any co-pay or deductible that the insurance applied to this service after reducing the billed amount to the insurance allowable. It is impossible for us to know this exact amount, particularly early in the year before he has met his deductible and the insurance allowable amounts are updated. Charges from other providers between the date of service and the insurance company receipt of our claim will effect this amount. With the high level of deductibles in most plans today, we know that the charges will generally not be fully paid by insurance early in the year and our policy is to obtain a method of payment to use after the insurance has adjudicated the claim We regret any inconvenience for Mr*** and would be happy to discuss in further detail the estimated amount that may be due for any services he chooses to obtain from Medical Service Company
Tell us why here...We have researched the complaint from the patient. I have attached the detailed explanation I received.The amount requested from the patient is correct. We were delinquent in timing of our processing of the outstanding balance due to our delay, however, the amount is
correct. In August of we spoke in detail with the patient's wife and then sent a detailed statement.We have requested and received confirmation that no notice will be placed in the customer's credit history. However, though the billing was delayed as a result of our error as well as the delays commonly associated with insurance billing the outstanding amount is due for services provided and applied to the patients insurance deductible
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Unfortunately what you stated in your response was not the information I received from employees with your company (I actually called back to verify)I asked several times for the price of the equipment (even prior to insurance coverage) so that I could plan for the maximum amount to be owedBoth employees stated that they could not give me that information (or ANY information on the cost of the equipment), and that is why I am dissatisfied with your business practiceFor example, if you went to drop off a prescription and they asked for a credit card at time of drop off without telling you how much this medication would be, and they would just charge whatever wasn't covered by insurance that would be insaneSadly the only person this effects in this situation is the consumer, because the people who need medical equipment are usually to sick to argue this case with companies and just pay for what they need
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
The following was a cut/paste by Revdex.com staff of the company's email attachment:The patient passed away 10/8/and we were notified by the complainant of this on 10/18/and we were requested to pick up the equipment, which we did on 10/19/17. Since we were notified on 10/18/17, the monthly
rental bill on 10/17/(date of service) was processed to the patient’s insurance company. We received correspondence back from the insurance company for the 10/17/date of service on 11/10/which indicated the patient had a co-pay of $21.83. As is customary, we send an invoice with this amount and the date of service to the address on file letting the patient know that we will be processing this charge on the method of payment previously provided on a date in the future. This date is noted on the invoice. These charges processed on 12/1/We received a call from the patient on 12/1/informing us again that the patient had passed away prior to this date of service so she would like the charge refunded. We processed a refund in this amount on 12/4/17.One thing that is confusing with rental equipment billing to insurance is that the insurance company does not always process all the submitted claims in order of the date of service. In this instance, the initial date of service, 9/17/17, was not processed and approved by the patient’s insurance until 12/20/(after the 10/17/date of service). As a result, we sent an invoice to the address on file that the patient’s co-pay related to this date of service (9/17/17) that we would be processing the co-pay amount of $to the method of payment on file. As indicated on the invoice, we processed these charges on 1/10/18.It appears that due to the patient passing away, that the invoice was not received notifying the patient or other family member of these charges which has caused the confusion of what these charges relate to. Due to the confusion and as a courtesy to the patient’s daughter, despite these charges being valid, we will process a refund of $back to the method of payment we have on file. We do not show any additional claims out to the insurance company for dates of service prior to or after the patient’s passing
We are re-instructing our staff that they should provide an estimate of total cost, before insurance. It is our policy to provide this information and I regret that this was not done in your situation. I'm not sure what other action we can take that would be acceptable. Even if we did not require a credit card to be on file, you would still be responsible for the outstanding balance of deductible and co-insurance that is required from your health insurance policy. We understand that you are not satisfied with our business policy of requiring a method of payment prior to delivery, however, it is our policy, though obviously not always followed to inform a patient of total amount to be billed to insurance when requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The complaint regards the timeliness of billing for services and that concern has not been satisfactorily addressed by Medical Service Company. To say that "it looks like we dropped the ball on posting" is an understatement in this case; the time between service and billing approaches one year and is in no way a satisfactory explanation. Further, the complaint requests that consideration be given to the amount due and from Medical Service Company's detailed response, it does not appear that any consideration was given to adjusting the amount due, just proving that the amount was accurate. There is no dispute in the original complaint, nor after viewing Medical Service Company's response, regarding the amount due.Medical Service Company does acknowledge in their response that there will not be any adverse reports to credit reporting agencies as a result of their referral to a collection agency as requested.Medical Service Company's detailed response is a copy of internal communications that refer to procedures, systems and terms which do not provide any further explanation for the cause of billing delays nor any assurances that the situation was an anomaly or has been rectified going forward. As such, it is my intention to pay the amount due to the collection company to which this matter has been referred as soon as possible and discontinue any future business dealings with Medical Service Company and its affiliated companies. I also intend to notify my health insurance carrier of the problems with timely billing and poor customer service from Medical Service Company for not responding to customer inquiries about billing issues.
Regards,
[redacted]
The following response was provided to me from our Manager, Seth W[redacted] regarding Mr. [redacted] - "We submitted the claim for the items to the patient’s insurance company. The insurance company notified us on 5/16/16 that all items submitted were to be applied to the patient’s...
deductible. Thus, on 5/24/16, we processed payment for $278.77 on the patient’s [redacted] ending in [redacted]. The patient exchanged a hose and indicated that he would receive a $28 refund. However, we valued the returned hose at $42.28. Thus, on 6/22/16 we processed a refund for $42.28 back on the patient’s [redacted] ending in [redacted]. Our records show that this refund was approved and settled with the patient’s bank/credit card provider." Our records seem to be complete, that the refund WAS issued. Please have Mr. [redacted] contact us directly - either Mr. W[redacted] or myself if he has any further questions. Thank you. Joel M[redacted]
This appears to be a duplicate of a complaint that was sent on February 2nd and responded to at that time - this is the same as the original
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I am investigating and will respond by the close of business tomorrow, April 19th. I'm sorry for the delay.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We spoke with the patient's wife on October 5th. We have since that date refunded the patient's out of pocket expense and delivered a new mask. The root cause of the issue was that on July 12, 2017 our team member mistakenly entered an incorrect phone number in our system,...
overwriting the previous, correct number. The correct number was not properly communicated to our therapists and resulted in an inability of our respiratory therapists to confirm appointments - and thus missed appointments. We hope that this will not occur again and apologize for the significant inconvenience.