Accu-Fit Compression Garments

Patient was measured and
fitted with stockings by Camille on Wednesday January 13 2016. (Not January 12th as she stated in her complaint)  She came by
herself. We had only one pair of her brand in stock so  we informed her that we would order the rest
of the pairs and mail them to her....

She was also told that we would
verify that she could have all 6 pairs of the stockings at one time. Sue told her this. Bonny was not in the office at the time
of the patient's appointment. A recent change in [redacted]'s coverage of compression stockings has made
us wary of what is and is not acceptable practices. We also have every right and responsibility to check coverage
of our patient's insurance. We don't "investigate" we verify. We have
no idea where that word came from. We could not verify her coverage for the week prior to her appointment simply because we did not have her identification numbers. We don't take them prior to the appointments. We do not discriminate against patients because of their insurance. We don't care what insurance they have as long as
it is in effect and we are going to get reimbursed. In regards to her
declaration of us telling her that she would get her stockings on
01/15/2016. She was not told this. We cannot
order the stockings from our vendor and get them shipped out to her within two days. We do not give
delivery dates out to anyone. We can give a broad estimate as to when they might receive them but there are too many variables that interfere with our shipments such as holidays, bad weather and back orders. The form that the
patient signed was a received form. This is a form that we have the patients sign to prove to any auditors  that we
did actually provide a product to the patient. We mailed her a copy. The email she sent us was dated Sunday January 17 2016. We read it Monday but were
waiting for Tuesday when everyone was in the office. We received a call from [redacted] and explained our side of things to them. As to
her accusations that Kathy was yelling at her and was nasty to her. Kathy does not yell. One of
Kathy's greatest's assets to this company is her calm, soothing and understanding manner. She did tell the patient she was welcome to come in and pick up a copy
of the received form. Kathy was not aware she lived two hours away until the
patient told her. On the phone  call to us on Tuesday January 19th 2016 - no one yelled at her, no one verbally abused her and she is the one who said she was paranoid.
Bonny talked to her and said she would mail her the received form.
Bonny did not yell at her and say she was busy. Bonny does not do that
sort of thing. She was  told that
when  the stockings  were  mailed we would call  her and let  her know. We do not bill the insurance until they are mailed.They were mailed to her on January 20th 2016 and we called her to tell her that and that the USPS receipt said they would  be delivered on January 21st 2016.
When we  checked the tracking number it said the package was delivered on January 22nd 2016.
She has not yet sent back the received form that was included in the
package. We do not make $80.00 in profit
on her claim. We hope she is including all the costs of doing business in this statement. We
very much resent the accusations of
this patient. We were nothing but professional with her. Accu-Fit has been in business for twenty two years and this is the first time we have ever
received complaints such as these. Accu-Fit Compression Garments

Patient would not have had an appointment with Sue. Sue does not do the measuring and fitting. Sue does the billing. Sue answers the phones and makes appointments which she did for the patient. It was NOT Kathy she talked to when she first called. Sue is the "elderly woman with a large distinct wart on her nose". Sue is the one who calls and verifies coverage. This is her job. She was not offensive nor unprofessional in any way. She was making sure that we could give all six stockings at one time. [redacted] changed their policies on compression stockings for their [redacted] lines. I have enclosed the copy of the letter that we received in August. Prior to this change [redacted] was allowing us to issue as many pairs of stockings, no matter what the compression, as what was on the patient's script. They changed their policy to reflect what [redacted] policy is. Individual [redacted] policies no longer covered the lower compression stockings as of November 1 2015. The Group [redacted] plans were no longer covering the lower compression stockings as of January 1st 2016. The other important change is that patients are now limited to 12 units
(or six pairs) per year. Sue called [redacted] to verify if all six pairs could be issued at once. We do not "process"
orders through [redacted]. Due to the nature of our business, which is compression garments, most of our patients have a disability. We do not discriminate against anyone! We do not pay attention to what patient's ages are. We are not sure why this patient keeps bringing up her age and [redacted]. She is not the only one of our patients to have this combination. Did she happen to notice that Sue is also disabled? Just as we noticed no disabilities on this patient, nor would it make a difference to us if we had, we bet she did not notice Sue's. Bonny was not in the office on January 13th 2016. There is nothing to check on her
computer. Kathy and Bonny both have never personally met this patient. No one was ever
rude to this patient or discriminated against her. We sent a copy of the received sheet that she signed in the office to her. We will send another copy signature required. She states that she received her stockings but she has not mailed back the receiver sheet that
was included in her
package. The stockings were delivered to her Post Office on January 22, 2016. The first letter from Revdex.com is dated January 21, 2016 so we are not sure how the patient can say we were not going to complete her order until she reported us to the Revdex.com.

Sue wasn't in the office, I had an appt. with her and she never showed.  Camille and Bonny the owner were present in the office on 1/13/16! That was the first time I was ever in the office and I was approached by an elderly woman with a large distinct wart on her nose, that being Bonny Ownes.  She was offensive, unprofessional and outright stated "It had to be investigated"Why would I ever make any of this up, as Accufit is stating? Please check Bonny's computer and this would prove she was present on 1/13/16. That is their first lie!  Accufit claims they informed [redacted] their side. this is their second lie. [redacted] records all phone calls and I was kept on hold while they spoke to A.F. It was recorded A. Fit called my insurance on 1/14/16, however they hung up and never completed the call or the process to complete my order ! [redacted] has phone records and it's recorded on their computer files! This is A. Fit second lie! They had no intentions of completing my order until I reported them to the Revdex.com.  Bonny discriminated against me due to my insurance coverage being "[redacted]" and had an instant attitude against me thinking my card was  fake! I am 51 years old!   A. Fit claims [redacted] recently changed their policy re: stockings and that is why she had to question it - this is lie number three! There hasn't been any changes in their policy re: stockings!  As I stated in the first complaint, I have a witness to the phone call with Bonny and Cathy which was on speaker phone!  This is their fourth lie! Both were yelling at me and acting very unprofessional - Cathy was aware of my two hour commute to the store due to talking to her several times prior and having to cancel on 1/12/16 due to the weather!  It's shocking how two people could treat a human with such insulting remarks and in be in the field of serving disabled customers who are ill!  None of this was called for and [redacted] has recorded the incident!  I have served in the healthcare field for years and their actions were out right abusive! I never received any paper work from A. Fit! I receive my stocking after much delay, stress and verbal abuse! Accu-Fit needs to be trained in how to treat the disabled with dignity and grace and NEVER yell at a customer. I will share how immature and unprofessional Bonny and Cathy were to me. Again, Sue who wrote the complaint was NEVER even in the office when all this happened! All of their lies can be verified!