American Surgical Supply, Inc.

This is not the correct avenue in which to place orders for supplies. If a patient wants to place an order for supplies, she would contact us to order them. I can not take a third party request to order supplies as you should well know

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
She did place multiple orders with your business and kept receiving nothing but nonsense excuses when she had to call you to see where her supplies were. She was told the warehouse was out, which is nonsense. She was told her insurance didn't cover supplies, which is nonsense. She called her insurance and told you what she was entitled to and when, but still received nothing. Just recently she was told by the manager she wouldn't receive supplies because I filed a complaint. This is not ethical
This is absolutely absurd. I can see by the ridiculous responses there is little care for doing the right thing. Time to move on and accept she will not see the supplies she is owed. Complaint: ***I am rejecting this response because:Regards,*** ***

Unfortunately the person filing the complaint is not the patient and nor has she provided proof that she has Power of Attorney so we can not legally this discuss this issue with her.  So unfortunately I can not legally respond to this complaint with patient specific information.  If she is...

indeed in the medical field, she should be well aware that this would be considered a HIPAA violation.I can provide company specific procedures so that she is aware of our policy in regards to patient documentation.  When a patient does get product from us, we do give the patient a copy of what they received.  This is called a delivery ticket.  This is the only record that is generated by us.  Any additional documentation that we receive from a doctors office (such as a prescription, patient chart notes, etc) is not consider to be a record generated by us.  If a patient did not keep their copy of the delivery ticket and want a copy made, there is a $1 per page record copy fee.  If a patient would want a copy of a doctor generated record, they would need to contact their doctor to get this.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
She did place multiple orders with your business and kept receiving nothing but nonsense excuses when she had to call you to see where her supplies were.  She was told the warehouse was out, which is nonsense.  She was told her insurance didn't cover supplies, which is nonsense.  She called her insurance and told you what she was entitled to and when, but still received nothing.  Just recently she was told by the manager she wouldn't receive supplies because I filed a complaint.  This is not ethical.
This is absolutely absurd.  I can see by the ridiculous responses there is little care for doing the right thing.  Time to move on and accept she will not see the supplies she is owed.
 Complaint: [redacted]I am rejecting this response because:Regards,[redacted]

The policy that is posted in the store specifically states " All returns must be in their original unopened packaging.  If an item has been removed from the packaging, it cannot be returned."  We were under the impression that you had used the mask.  If you have not, you can return...

the mask.  If it has been used, it can not be returned under our return policy.  The manufacturer does offer a 30 day mask replacement guarantee that allows you to change from one kind of mask to another.  It does not allow for size changes.  If you have worn the mask & are willing to try a different kind of mask, we will happily exchange it for you under the manufacturer guarantee.

Unfortunately the person filing the complaint is not the patient and nor has she provided proof that she has Power of Attorney so we can not legally this discuss this issue with her.  So unfortunately I can not legally respond to this complaint with patient specific information.  If...

she is indeed in the medical field, she should be well aware that this would be considered a HIPAA violation.
I can provide company specific procedures so that she is aware of our policy in regards to patient documentation.  When a patient does get product from us, we do give the patient a copy of what they received.  This is called a delivery ticket.  This is the only record that is generated by us.  Any additional documentation that we receive from a doctors office (such as a prescription, patient chart notes, etc) is not consider to be a record generated by us.  If a patient did not keep their copy of the delivery ticket and want a copy made, there is a $1 per page record copy fee.  If a patient would want a copy of a doctor generated record, they would need to contact their doctor to get this.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. I  still would never use their service again. I hope they retrain their employees to be more specific about the refund policy and not imply they can try a mask and expect they can exchange it, like other medical supply companies They also should have a way to measure for the correct size of the mask
Regards,
[redacted]

Review: [redacted] Lift chair presentation made by store rep., I was told that it came in Cashmere vinyl (clearly communicated that a vinyl covering was needed). Store charged credit card for $1350. & called me 2 days later saying it would take 8 weeks for delivery but that they had a similar chair in a darker color in stock (requiring a $125. upgrade for additional features) that could be delivered in 2 days. I confirmed that it needed to be vinyl and was assured it was giving my approval for delivery. When the chair was delivered, it was micro-suede, not a water proof fabric. Five attempts were made to contact the owner for return, phone messages left with the sales staff but not returned by owner. Told by staff that there would be a $250. restocking fee, even though this chair was not the one I originally ordered.

I did manage to connect with the owner on day 7 when she informed me the return policy was within 7 days and that there was nothing they could do about it now. The store had sent someone out to pick up the chair the previous day, but didn't arrange with me to be there. They were upset and "did not want to incur the cost of another attempted pick up".

In contacting [redacted] the mfg of the chair, I learned that the chair I ordered NEVER CAME IN cashmere vinyl nor carmel vinyl and that the distributor (American Surgical) should have known at the beginning that it would take 8 weeks for the chair to be mfg. This leads me to the belief that they were more interested in moving out one of their upgraded stock chairs and had no intention of ordering the chair I needed which was one with a water proof covering.

Business

Response:

On Friday 6/7/13, family members of [redacted] came into to our store to look at lift chair models and left with various fabric swatches. Later in the day, [redacted], daughter of [redacted], called our store and ordered a [redacted] Technologies Windsor Lift Chair in Cashmere (velvet fabric). She paid over the phone with a credit card for $1350.

On Monday 6/10/13, [redacted], Customer Service Representative, contacted [redacted] Technologies to place the order for the lift chair. At this time she was told that it would 6-8 weeks to build the chair. She contacted [redacted] to let her know this. [redacted] advised [redacted] that she couldn't wait that long because [redacted]'s old chair had broken over the week. She asked if there was any other chair we could get quicker and asked if she could get one in a vinyl. [redacted] advised her that that any kind of vinyl fabric (Brisa or bronco) would be a custom fabric so it would definitely take 6-8 week to get a chair in that fabric. Since the family was now in a hurry, [redacted] advised [redacted] that we had a Windsor lift chair at our other store in Caramel (velvet fabric) with heat and massage. This fabric would be similar to the first fabric she ordered just slightly darker. She advised us that she would send her mother, [redacted], and brother in law, [redacted], in to look at the fabric. Later that day [redacted] and [redacted] came in to look at the various swatches. [redacted] paid with cash for the heat and massage upgrade. (I have attached the signed order slip for this chair.)

On 6/12/13 in the morning, [redacted] came back to the store prior to us delivering the chair and gave his okay on the delivery of the Caramel chair with the heat and massage. We delivered the chair to [redacted] and [redacted] later that morning. [redacted] signed for the chair. (I have attached the signed delivery slip for this chair.)

On 6/13/13 [redacted] received a call from [redacted], [redacted]'s other daughter, questioning the safety features of the heat and massage. [redacted] contacted [redacted] Technologies and received safety feature information about the heat and massage. [redacted] passed this information onto [redacted] and she was okay with the explanation.

On 6/14/13, [redacted] came into the office with her mother, [redacted], to look at other lift chairs. They indicated that they didn't like the chair that he received. [redacted] advised [redacted] and [redacted] that if they didn't want to keep the Windsor in Caramel that we needed to pick up the chair and that there would be a restocking fee. They agreed and set up an appointment for us to come on Tuesday 6/17/13 at 10 am.

On 6/17/13 we went out to the home to pick up the chair that had been delivered. No one was home to let us in. Later that day we received a call from [redacted] asking for a manager. Since the manager was out of the office that day, she was transferred to the next in command, [redacted], Lead Customer Service Representative. [redacted] refused to speak with [redacted] and advised that she would call back at another time to get a manager.

On 6/19/13 [redacted] called the office asking again to speak to a manager. I took the phone call. [redacted] demanded that I take the lift chair back. I advised her that we had already agreed to do so and had gone out to her parent's home the day before but no one was home. I advised her that I would still take the chair back and I would even waive the restocking fee if she or a family member brought the chair back unused.

The chair has yet to be returned so no refund will be issued.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: there are multiple errors in the business's response.

Review: I received a TENS unit form American Surgical Supply. It is a unit that provides electrical stimulation to my lower back that relieves my pain. To use the unit you must have electrode pads that are placed on my back and connected to the unit. The unit and the electrode pads are paid through Medicare since I am disable. One set of electrode pads lasts about 2 weeks, so I get 2 sets from this company every month which Medicare allows and pays for each month. However, the company has stopped providing me with the electrode pads. the last set I received was in June, 2013. The company claims Medicare did not pay for the sets I received in May and June because the company used the wrong code when submitting the claim. Now they will not give me any electrode pads which I desperately need to relieve the pain in my back. The company claims Medicare did not advise them of the new codes and they have tried to resubmit the claim but Medicare rejects it. The wrong code entered was an error on the company's part and I am paying for their mistake by not being allowed to receive the electrode pads I need.Desired Settlement: I would like American Surgical Supply to start providing me with the electrode pads I need and bill Medicare using the right codes and write off the 2 sets they did not receive payment for because of their error.

Business

Response:

I apologize if you were told that “we used the wrong codes”.

This is incorrect. We bill all insurance

claims with the diagnosis code(s) that your doctor provides us. Per Medicare guidelines, if the doctor

provides us with a non-covered code and the claim is denied, we do not have to

continue to provide you with supplies. We

have since been able to get additional diagnosis and have been able to get

Medicare to begin to approve the purchase of tens pads again. Per our records, we just sent you two packs,

monthly quantity allowed per Medicare guidelines, on October 2nd. You will be eligible for more as of November

2nd.