A Turning Leaf Home Medical

Complaint: [redacted] I am rejecting this response because: They have misstated the transactions I have had with them? Medicare advises that I am responsible for months of co-pay, not the months indicated in their reply? That balance has been paid in full? Also the $payment sent to them was for supplies and was not credited to the rental according to the records they supplied me at the time of payment.Sincerely, [redacted]

Dear Patient, In response to your complaint with the Revdex.com we would like to apologize for any miscommunications or inconveniencesWe apologize that the information sent to you regarding your account was not sufficiently detailedThe explanation of benefits you received from your insurance company would be the best place to find dates of services billed, amounts, payments, patient responsibility and so forthIn your complaint you stated "my secondary insurance did not receive anything from what I could tell"Both your primary and secondary insurances were billed for your equipmentunfortunately your secondary insurance does not cover your deductible and we hove discussed that on the phoneAt this point we have reached out to your insurance companies to have them review all dates of service billed as we still have pending claims with themAlsowe also want to make sure what has been billed to you is accurate per your contracted insurance plans at the time of servicePer the insurance companies this could take approximately one weekOnce we have the results from their reviews we will be happy make any adjustments to your account that are necessaryYou will be called directly and/or mailed any paperwork as the information involved will be too detailed and personally identifiable to display in this forumAgain, our apologies for the confusion and we hope to have this resolved soonThank you for your business, Billing Department

To whom it may concern,Per our records; the patient called but on'ce on 07/14/and was contacted in return on7/20/at which time front desk agent Kristina stated that the patient owed for co~insurance for rental of his CPAP machine from 2015, but agreed that perhaps the balancewould have
been paid with his previous payment, and that she would check with the biller.We do see that we have failed to contact the patient after he spoke to Kristina, and sincerelyapologize.Wedo not have record of hearing from the patient again after this interaction.Unfortunately, the patient's insurance rented his CPAP machine for a fullmonths, spanningdates from 10/08/to 02/08/(excluding dates 01/08/and 02/08/2015, during which 1time we were working on obtaining documentation ofthe patient's conttnued use so we couldcontinue to bill)While it is true that he made a payment of $347.63, processed on10/06/2015, It was applied to his supplies and CPAP rental on 10/08/2014, the CPAP rental on11/08/and 12/08/2014, then 03/08/through 08/08/2015, and supplies provided on10/05/2015.Additionally, we have record of the patient paying for his supplies on 12/07/and sending$toward the rental of the CPAP for 09/08/(received on 12/30/2015}.Later, on 07/05/2016, the 'patient was sent invoices for several dates of service that wereopened to his account (meaning insurance processed the claims) after these paymentsTheyare for the rental of the CPAP 10/08/through 02/08/2016, arfd supplies on 12/09/Hisstatement was delayed In being sent to him due to a technical error ln our systemwhich hasnow been rectified.While it is understandable that the patient feels he has paid for his machine in its entirety, hehas only paid for eight months of co~insurance for the machine, as detailed aboveIf we havemissed record of any payments made by him or if he would like to see the Estimate of Benefitreports we received for each claim from his insurance company, we would be happy to workwlth him on a resolutionJt is never our intention not to respond or give an adequate answer,and again we apologize for our error in communication.We sincerely apologize for the confusion this billing matter has created for the patient, andwould be happy to provide any documentation we are able to help clarify his balance.Unfortunately, we are unable to settle to the desired settlement of the patient in question asthe charges on his account are legitimate and have been deemed patient responsibility per hisinsurance company.Sincerely,The Staff at A Turning Leaf Home Medical Equipment

Complaint: ***I am rejecting this response because: They have misstated the transactions I have had with them Medicare advises that I am responsible for months of co-pay, not the months indicated in their reply That balance has been paid in full Also the $payment sent to them was for supplies and was not credited to the rental according to the records they supplied me at the time of payment.Sincerely,*** ***

Complaint: ***I am rejecting this response because: They have misstated the transactions I have had with them Medicare advises that I am responsible for months of co-pay, not the months indicated in their reply That balance has been paid in full Also the $payment sent to them was for supplies and was not credited to the rental according to the records they supplied me at the time of payment.Sincerely,*** ***

*** Please See Attached Documents ***
To whom it may concern,In regards to the complaint filed against our company by Ms*** ***, submitted on 2/5/We haveattempted to resolve this matter with Ms*** directlyWe created a detailed list of all charges the same day ofinitial
contact and when we called to review these charges with her, she simply stated that she did not owe the balancein question due to what she perceived to be untimely billing.The services in question were rendered on 5/12/2014, 6/12/2014, 6/23/2014, 7/12/2014, 8/12/2014, and 8/18/forCPAP equipment rental-to-purchase and suppliesWe most certainly did not bill her in an untimely manner since we areallowed a year to bill insurance, and then must hear back from the insurance company in order to bill the patient.Regardless, we did send statements on 4/1/2015, 5/14/2015, 7/5/2015, and 8/31/When our billing statementschanged on 12/22/2015, we initiated one last cycle of billing to avoid having to turn the debt over to a collection service.We attempted to make a payment arrangement or settlement agreement with Ms*** when she called us on12/30/Ms*** appeared unwilling to discuss the issues at hand or cooperate with our staffMs*** hungup the phone on our billing supervisor when she attempted to discuss her complaints and explain the detailed chargesfor the invoice she received.Ms*** spoke with Randy T*** on 1/18/and again stated that she shouldn't have to pay and was notinterested in working with our company to make arrangements or review her account any furtherRandy inquiredwhether the concern was if the charges were accurate, or the date of the billMs*** did not directly answer thequestion, but stated again that she shouldn't have to pay the balanceMs*** insisted that we send her theEstimate of Benefit (EOB) reports provided to us by her insurance companyRandy explained that her insurancecompany batches the EOB with other patients' information and for patient privacy purposes she would need to have herinsurance company contact her with that information.At this point, Ms*** had spoken to our billing assistant, billing supervisor, the owner and other staff members, andhad been informed on multiple occasions that she is responsible to pay her portion as determined by her insuranceagreement.On 2/5/2016, patient called and threatened front office staff, Alison T***, claiming that our company was underinvestigation and that her insurance company would be in contact with usAt this time, our company decided not toengage with the patient further on this issue and instead address it with her insurance company.On 2/11/2016, Samaritan Health Plans representative called and spoke to Elise T*** regarding this patient's account.After review, Samaritan representative called and confirmed billing was correct and stated that they would informpatient that coinsurance is her responsibility.Regarding desired settlement: we attempted to cooperate with the patient's lack of satisfaction with our billingpractices on several occasionsDue to detailed statements being sent on 4/1/2015, 5/14/2015, 7/5/2015, and
8/31/2015, our past due invoice was simply a summaryOur billing supervisor attempted to divulge detailed explanationof the charges on this invoice on 12/30/to no availThe patient also admitted that she received EOB's from herinsurance company that reflected the owed coinsurance and stated on 12/30/and 1/18/that it was not oweddue to time complaintsWe were never contacted by insurance claims investigators and when we spoke to theinsurance they stated that we billed correctly and the patient does owe her 30% coinsurance charges.Thank you for your consideration in this matter.Sincerely,
Anne t***
CEO, A Turning Leaf Home Medical Equipment
For your records: Detailed account of charges:• 8/18/14-lnv# *** was for supplies:Disposable FiltersInsurance paid $and co-insurance is $Heated TubingInsurance paid $and co-insurance is $Wisp Nasal MaskInsurance paid $and co-insurance is $28.13• 8/18/14-lnv# *** was last item in supply order:Wisp nasal cushionInsurance paid $and co-insurance is $11.25• 8/12/14-lnv# *** was final convert to purchase of CPAP:CPAPInsurance paid $and co-insurance is $315.00• 8/12/14- lnv# *** was heated humidifier convert to purchase:Heated HumidifierInsurance paid $ and co-insurance is $34.88• 8/12/14- lnv#*** was for CPAP & Humidifier rental:CPAPInsurance paid $and co-insurance is $Heated HumidifierInsurance paid $and co-insurance is $16.88• /12/14-lnv#*** was for CPAP & humidifier rental:CPAPInsurance paid $and co-insurance is $Heated HumidifierInsurance paid $and co-insurance is $16.88• 6/23/14-lnv.#*** was for Wisp Nasal Cushion:Nasal cushion: Insurance paid $26.25, co-insurance is $11.25• 6/12/14-lnv.# *** was for CPAP & humidifier rental:CPAPInsurance paid $and co-insurance is $Heated HumidifierInsurance paid $and co-insurance is $16.88• 5/12/14-lnv#*** was for CPAP, Humidifier & Supplies:CPAPInsurance paid $and co-insurance is $Heated HumidifierInsurance paid $and co-insurance is $Disposable filtersInsurance paid $and co-insurance is $Re-usable filterInsurance paid $and co-insurance is $HeadgearInsurance paid $and co-insurance is $Nuance Pro Nasal Pillow MaskInsurance paid $and co-insurance is $Heated tubingInsurance paid $and co-insurance is $

*** Please See Attached Documents ***
To whom it may concern,In regards to the complaint filed against our company by Ms*** ***, submitted on 2/5/We haveattempted to resolve this matter with Ms*** directlyWe created a detailed list of all charges the same day ofinitial
contact and when we called to review these charges with her, she simply stated that she did not owe the balancein question due to what she perceived to be untimely billing.The services in question were rendered on 5/12/2014, 6/12/2014, 6/23/2014, 7/12/2014, 8/12/2014, and 8/18/forCPAP equipment rental-to-purchase and suppliesWe most certainly did not bill her in an untimely manner since we areallowed a year to bill insurance, and then must hear back from the insurance company in order to bill the patient.Regardless, we did send statements on 4/1/2015, 5/14/2015, 7/5/2015, and 8/31/When our billing statementschanged on 12/22/2015, we initiated one last cycle of billing to avoid having to turn the debt over to a collection service.We attempted to make a payment arrangement or settlement agreement with Ms*** when she called us on12/30/Ms*** appeared unwilling to discuss the issues at hand or cooperate with our staffMs*** hungup the phone on our billing supervisor when she attempted to discuss her complaints and explain the detailed chargesfor the invoice she received.Ms*** spoke with Randy T*** on 1/18/and again stated that she shouldn't have to pay and was notinterested in working with our company to make arrangements or review her account any furtherRandy inquiredwhether the concern was if the charges were accurate, or the date of the billMs*** did not directly answer thequestion, but stated again that she shouldn't have to pay the balanceMs*** insisted that we send her theEstimate of Benefit (EOB) reports provided to us by her insurance companyRandy explained that her insurancecompany batches the EOB with other patients' information and for patient privacy purposes she would need to have herinsurance company contact her with that information.At this point, Ms*** had spoken to our billing assistant, billing supervisor, the owner and other staff members, andhad been informed on multiple occasions that she is responsible to pay her portion as determined by her insuranceagreement.On 2/5/2016, patient called and threatened front office staff, Alison T***, claiming that our company was underinvestigation and that her insurance company would be in contact with usAt this time, our company decided not toengage with the patient further on this issue and instead address it with her insurance company.On 2/11/2016, Samaritan Health Plans representative called and spoke to Elise T*** regarding this patient's account.After review, Samaritan representative called and confirmed billing was correct and stated that they would informpatient that coinsurance is her responsibility.Regarding desired settlement: we attempted to cooperate with the patient's lack of satisfaction with our billingpractices on several occasionsDue to detailed statements being sent on 4/1/2015, 5/14/2015, 7/5/2015, and
8/31/2015, our past due invoice was simply a summaryOur billing supervisor attempted to divulge detailed explanationof the charges on this invoice on 12/30/to no availThe patient also admitted that she received EOB's from herinsurance company that reflected the owed coinsurance and stated on 12/30/and 1/18/that it was not oweddue to time complaintsWe were never contacted by insurance claims investigators and when we spoke to theinsurance they stated that we billed correctly and the patient does owe her 30% coinsurance charges.Thank you for your consideration in this matter.Sincerely,
Anne t***
CEO, A Turning Leaf Home Medical Equipment
For your records: Detailed account of charges:• 8/18/14-lnv# *** was for supplies:Disposable FiltersInsurance paid $and co-insurance is $Heated TubingInsurance paid $and co-insurance is $Wisp Nasal MaskInsurance paid $and co-insurance is $28.13• 8/18/14-lnv# *** was last item in supply order:Wisp nasal cushionInsurance paid $and co-insurance is $11.25• 8/12/14-lnv# *** was final convert to purchase of CPAP:CPAPInsurance paid $and co-insurance is $315.00• 8/12/14- lnv# *** was heated humidifier convert to purchase:Heated HumidifierInsurance paid $ and co-insurance is $34.88• 8/12/14- lnv#*** was for CPAP & Humidifier rental:CPAPInsurance paid $and co-insurance is $Heated HumidifierInsurance paid $and co-insurance is $16.88• /12/14-lnv#*** was for CPAP & humidifier rental:CPAPInsurance paid $and co-insurance is $Heated HumidifierInsurance paid $and co-insurance is $16.88• 6/23/14-lnv.#*** was for Wisp Nasal Cushion:Nasal cushion: Insurance paid $26.25, co-insurance is $11.25• 6/12/14-lnv.# *** was for CPAP & humidifier rental:CPAPInsurance paid $and co-insurance is $Heated HumidifierInsurance paid $and co-insurance is $16.88• 5/12/14-lnv#*** was for CPAP, Humidifier & Supplies:CPAPInsurance paid $and co-insurance is $Heated HumidifierInsurance paid $and co-insurance is $Disposable filtersInsurance paid $and co-insurance is $Re-usable filterInsurance paid $and co-insurance is $HeadgearInsurance paid $and co-insurance is $Nuance Pro Nasal Pillow MaskInsurance paid $and co-insurance is $Heated tubingInsurance paid $and co-insurance is $

Dear Patient, In response to your complaint with the Revdex.com we would like to apologize for any miscommunications or inconveniences. We apologize that the information sent to you regarding your account was not sufficiently detailed. The explanation of benefits you received from your insurance company...

would be the best place to find dates of services billed, amounts, payments, patient responsibility and so forth. In your complaint you stated "my secondary insurance did not receive anything from what I could tell". Both your primary and secondary insurances were billed for your equipment. unfortunately your secondary insurance does not cover your deductible and we hove discussed that on the phone. At this point we have reached out to your insurance companies to have them review all dates of service billed as we still have pending claims with them. Also. we also want to make sure what has been billed to you is accurate per your contracted insurance plans at the time of service. Per the insurance companies this could take approximately one week. Once we have the results from their reviews we will be happy make any adjustments to your account that are necessary. You will be called directly and/or mailed any paperwork as the information involved will be too detailed and personally identifiable to display in this forum. Again, our apologies for the confusion and we hope to have this resolved soon. Thank you for your business,
Billing Department