AeroCare Holdings

Please see attached response.Thank YouCharlotte S*Location ManagerAeroCare Holdings, Inc8/24/2017I apologize that we have upset a patientWe received an order from [redacted] for a PAP on 7/19/2017; we sent it to our Authorization specialist to get benefits and an authWe received a Ready to Schedule on 7/20/On 7/20/the Customer Service Rep called the patient to schedule the setup of the PAP; she explained to the patient that $would be due at time of set up and $each month for rentalThe Customer Service Rep said the patient was not happy so the patient called her insurance company who then called the Customer Service Rep for a conference callPer the Customer Service Rep they both tried explaining to the patient what the charges were forThe Customer Service Rep received a message to call the patient to schedule she tried times before we voided the ticketPatient finally called back 7/27/and had an appointment set up for 7/28/2017, patient came in for set upOnce again she asked what she was paying for, Customer Service Rep and Respiratory Therapist explained to her the cost, she said she did not get paid until 7/31/Customer Service Rep told her she could set up something for Monday for her to pay and pick up the machine, she got really madShe wanted us to give her equipment and then she would come in after Monday and payCustomer Service Rep told her that we could not let the equipment leave the office without paymentPatient said to forget it and said she would go with another company who wouldn’t charge her for the machineThe Location Manager received a call from a Customer Service Rep in Lafayette the patient called there wanting to get an appointment since she works in BoulderLafayette said they could do that, they let her know what she would owe at set up; she said the other location wouldn't tell her what she was paying forThey let her know it's the one month rental, and three month suppliesShe said she just wanted just one month supplies, they told her it would be about 154.00, and that we would need a credit card at setup for AutoBill, she said fine and she wanted to scheduleAfter they let her know they only had one apptleft on Thursday and two left on Friday, she said it was ridiculous and she would call the other location to get scheduledThe Location Manager called the patient to apologize and see if she wanted to schedule a setup, she was scheduled to come in on Friday 8/4/at 1PMShe was set up 8/4/at 1PM on the PAP.Thank You,Charlotte S*Location Manager AeroCare