Alpine Home Medical

Obviously Alpine Home Medical must have a company policy against actually talking to their customers.

Complaint: [redacted] I am rejecting this response because:Their answer is one sided and I feel it's a little condescendingand your representative did not tell me that if I got a hold of my case worked that handles the insurance forthe state of Utah I could request a waiver and to see if they would pay for the chair WHY DIDN'T YOUR REPRESENTATIVE TELL ME THATBECAUSE YOU THINK YOUR TY WAS A GOOD REPRESENTATIVE Sincerely, [redacted]

Customer was contacted and measured again on separate occasions by trained employeesEach time the results were duplicated for the sizing of the compression stockingsBest efforts to accommodate the patient have been exhausted

To whom it may concern: After reviewing the different claims that [redacted] put forth in her written complaint, I found the following in her brief history with Alpine Home Medical: [redacted] ’s only RESUPPLY order through us was back in August of At the same time, [redacted] requested to be signed up for our AUTOSHIP programDoris D [redacted] sent her the form to sign but we never received it backAlmost a year later (June 15th, 2016), she asked Michele U [redacted] (in a different department) if she could still send in the formMichele Usaid there shouldn’t be a problem (but no order was sent to our department from Michele U.) We received an email from [redacted] on June 29th at 11:31am with a second order request for this patientEven if we had keyed the order immediately, we wouldn’t have been able to SELECT it (close it out with a JUNE date of service) because we would have been waiting on a tracking number from our fulfillment center in KentuckyBack in June, the turnaround time for an order sent from us to PPM for fulfillment was 5-business daysToday, they’re averaging 2-business daysIn either case, the date of service (DOS) would have been in July, after her insurance expiredBecause the 2nd order was not requested until the second-to-last day of June, we wouldn’t have been able to accommodate her request no matter what We see in notes that this patient dealt with at least three different departments here at Alpine Home MedicalAccording to the notes in her account, it appears that each department tried their best to work with her requests Thank you for the opportunity to reply to this grievance, Scott C***Resupply ManagerAlpine Home Medical Equipment

This is to confirm that we have reached out to [redacted] directly regarding the issues described in the complaint She has confirmed that she has now received the proper equipment and has also received an answer to her billing questions and has no additional concerns at this point

To whom it may concern:This issue was the result of a delivery ticket not being signed We have e-mailed a copy of the delivery to Ms [redacted] for her signature This was sent today (1/21/16) at 9:AM Once she signs and returns it back to us, we can then bill her primary & secondary insurance companies The outcome of those claims will then determine if a refund is due The branch manager from our Salt Lake store has contacted Ms [redacted] regarding this issue and explained what needs to happen for the issue to be resolved Thanks,Jared P [redacted] Medical Collections Manager Alpine Home Medical Equipment (P)###-###-#### (F)###-###-#### [redacted] @alpinehme.com

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 Sincerely, [redacted]

Ms [redacted] : Thank you for providing us with your thoughts We strive to provide a positive customer experience and apologize if you feel otherwise We appreciate your feedback and realize that miscommunication and misunderstanding may occur from time to time We hope you have been able to get the products you are in need of and that you will reconsider us in the future Alpine Home Medical

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
Sincerely,
*** ***

Our office has been in contact with *** *** and came up with a solution that was acceptable to both parties involved

After reviewing the calls from *** to Alpine Home Medical, I feel that we handled these calls with courtesy and professionalism. *** was very upset after explaining to her that the insurances will only cover the lift mechanism to the lift chair. This is typical with most
insurances. She pointed out that we didn’t get an authorization for the secondary insurance. Ty B*** explained this to her for minutes that the secondary insurance if authorized would only pay 20% of the lift mechanism and the primary will pay 80% of the lift mechanism. The rest of the chair would need to be purchased by ***. *** continued to yell at Ty during the call and told him that we do not know what we are doing. Ty was never condescending or rude and handled this call very well. After minutes on the phone, Ty had to tell her that that there was nothing more he could do, and told her he was going to hang up the phone and offered to send her prescription to another provider. *** just had a hard time understanding what the insurance would pay and wouldn’t pay. She was screaming and yelling and Ty did the best he could under the circumstance to relay this information and *** wouldn’t accept the answer. If Revdex.com would like a record of these phone calls, I will gladly send them for review Thank you, Paul S*** Alpine Care Team Manager Alpine Home Medical Equipment (P)385-722-(F)385-722-***

Complaint: ***
I am rejecting this response because: In none of my conversations with people at Alpine did they tell me it would be impossible to fill my order, until they called me to say they hadn't done anything regarding my order (this was at least a month after I originally contacted them) On the contrary, they assured me it would be taken care of I don't see any point in continuing to work with this company, but I don't accept their response I will take my business elsewhere Thanks anyway
Sincerely,
*** ***

Mrs***- Although I have no record of a call or request occurring in December for us to pick up your equipment, I will take your word for it I have adjusted off the balance of $for the 1/1/date of service That leaves a remaining balance due of $for the months of November & December while the equipment was still in your possession As a courtesy, I have adjusted off that balance as well, leaving your account with a zero balance due Thanks, Alpine Home Medical Billing Department

To whom it may concern:This issue was the result of a delivery ticket not being signed.  We have e-mailed a copy of the delivery to Ms. [redacted] for her signature.  This was sent today (1/21/16) at 9:20 AM.  Once she signs and returns it back to us, we can then bill her primary &...

secondary insurance companies.  The outcome of those claims will then determine if a refund is due.  The branch manager from our Salt Lake store has contacted Ms. [redacted] regarding this issue and explained what needs to happen for the issue to be resolved.  Thanks,Jared P[redacted]
Medical Collections Manager
Alpine
Home Medical Equipment
(P)###-###-####
(F)###-###-####
[redacted]@alpinehme.com

Customer was contacted and measured again on 3 separate occasions by 3 trained employees. Each time the results were duplicated for the sizing of the compression stockings. Best efforts to accommodate the patient have been exhausted.

This is to confirm that we have reached out to [redacted] directly regarding the issues described in the complaint.  She has confirmed that she has now received the proper equipment and has also received an answer to her billing questions and has no additional concerns at this point.

August 3, 2016   RE:  [redacted] ACCT: [redacted]                         This letter is in response to the Revdex.com complaint [redacted].    On October 1,...

2013, [redacted] was set up on a rental of a concentrator.  Attached is a copy of the original delivery ticket.  In reference to the billing issues and concerns addressed by our customer we have reviewed and identified that there was a missing payment in the amount of $35 from June 2015 that was originally not posted to the account correctly.  We have corrected the issue and applied that payment to the account.  Below is a summary of all payments received since January 2015.  If there are additional payments that we do not show, we would ask that the customer send us proof of any missing payments so that we can research this further.    Payment Date Payment Amount Payment Source 1/5/2015 $ 29.00 Credit Card Payment 2/3/2015 $ 29.00 Credit Card Payment 3/3/2015 $ 29.00 Credit Card Payment 4/3/2015 $ 29.00 Credit Card Payment 5/4/2015 $ 35.00 Knight Billing Services 5/18/2015 $ 35.00 Credit Card Payment 6/15/2015 $ 35.00 Knight Billing Services 7/2/2015 $ 35.00 Knight Billing Services 10/14/2015 $ 29.00 Credit Card Payment 12/7/2015 $ 29.00 Credit Card Payment Total $ 314.00   Please find the attached audit outlining how each of these payments has been applied to the account in question.  From January 1, 2015 – January 1, 2016, the total patient responsibility on this account is $493.  This is the amount that is left after all insurance payments have been applied.  $493 less the $314 in payments equals an outstanding balance of $179.     Alpine has received Insurance payments for the months October, November and December 2015. This was never an issue.  The amounts due for each of these months are listed on the attached document.  We have no record of our customer contacting us in December regarding an insurance change and a request to pick up the equipment.  We did not receive a request to pick up the equipment until January 11, 2016.  At that point, arrangements were made for the customer to return the equipment as is confirmed on the attached pick up ticket dated January 12, 2016.    Based on our audit of this account, Alpine has corrected the balance due by our customer to $179.  This amount consists of $5.00 due for the 11/1/15 Date of Service, $29 for 12/1/15, and $145 for 1/1/16.   Please note that date of service 1/1/16 is the month that Alpine did not get paid by the insurance company as we were not notified by our customer of a change in insurance. Typically when this happens, the full retail amount is transferred to patient responsibility.  The retail amount for the rental of a concentrator is $289.30. We have opted, however to reduce the cost down to $145.00 (as this was the contract discount cost with the prior insurance company).   If you have any additional questions, please feel free to reach out to us.    Sincerely,   Alpine Home Medical

Complaint: [redacted]
I am rejecting this response...

because: They only measured me once by a guy who didn't know what he was doing. I kept asking them if they were suppose to fit like that and they said yes. They said they were the right size and they weren't. They only called me one time on Dec. 19, 2016 to tell me that the stockings that were ordered had come in. So here they lied again. They did not measure me 3 times, and they did not do anything to make things right. I made all the phone calls and the stops at the store. They are worthless as a business and like I said before. They have no customer service skills. I'm the one that has gone to all the trouble to fix this and they have refused to work with me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Their answer is one sided and I feel it's a little condescendingand your representative did not tell me that if I got a hold of my case worked that handles the insurance forthe state of Utah  I could request a waiver and to see if they would pay for the  chair WHY DIDN'T YOUR REPRESENTATIVE TELL ME THATBECAUSE YOU THINK YOUR TY WAS A GOOD REPRESENTATIVE 
Sincerely,
[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.
Sincerely,
[redacted]