Alpine Home Medical

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 2015. At the same time, [redacted] requested to...

be signed up for our AUTOSHIP program. Doris D[redacted] sent her the form to sign but we never received it back. Almost a year later (June 15th, 2016), she asked Michele U[redacted] (in a different department) if she could still send in the form. Michele U. said 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 patient. Even 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 Kentucky. Back in June, the turnaround time for an order sent from us to PPM for fulfillment was 5-7 business days. Today, they’re averaging 2-3 business days. In either case, the date of service (DOS) would have been in July, after her insurance expired. Because 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 Medical. According 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[redacted]Resupply ManagerAlpine Home Medical Equipment

Alpine Home Medical reached out to this customer to apologize for the “aggressive collection” process that he felt occurred with his balance due.  It was explained to him that the additional reminder calls occurred due to a timing issue and that we did indeed show his payment after the first...

reminder call.

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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for expressing your concerns.  We try to do things quickly at Alpine Home Medical.  Unfortunately this is not always at the speed our customer’s like the process to be.  As the company that provides the equipment and the company that accepts a great deal of risk in...

being paid by the insurances, we must make sure that all the requirements of the insurance companies are being addressed.  Just because an insurance company does not require a pre-authorization, that does not mean that there are not multiple things that they require us to obtain before we provide the equipment.  If we provide equipment and do not have what they expect us to have in our files, we assume almost the entire cost of the item we provide, less any copay the client’s may be responsible for.  We are audited often on these chairs, often by companies that require no pre-authorization.  We also can’t make a doctor or therapist provide us the information we request.  We rely on them to get the information to us quickly.  Sometimes this happens and sometimes it does not.  We provided your mother with a cushion, free of charge, to help her while we went through the process of collecting the required documentation.  This was used in combination with the manual wheelchair she is currently using.   I am sad to hear that she has developed pressure sores while waiting for her chair to come in.  I am also sorry to hear that you do not feel we contacted your mother along the steps of this process.  At this time, we have received all the information that we have requested from the doctor and the therapist involved and the chair has been ordered.  Our representative, Brad, has been in contact with your mother and has let her know this information.  He has also contacted the insurance to let them know this.  We will deliver the chair as soon as the equipment is delivered to our company.

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]