Better Living Now Inc.

To whom it may concern:
We are in receipt of the complaint filed by *** ***The customer was provided with a breast pump on 1/*/in the correct manufacturer packaging with a seal as is required by company procedureOn 2/**/we provided the customer with a return label as
the customer’s product was not covered through her insurance and she did not want to pay out of pocketDespite our 30-day return policy, on 2/**/we agreed to accept the unused product pending confirmation that the seal was not brokenOn 3/*/a representative in our billing department contacted the customer as we had not received the returned product and the balance for the product had not been paidThe customer stated that she broke the seal but the product was still in the correct packaging and had not been usedWe told the customer that we could not accept the product as the seal was broken
In conclusion, the statements made in the complaint are regarding the packaging of the productWe did not provide a product without the proper packaging and only once the customer was told the product could not be returned was this accusation madeThe customer is responsible for the balance due pursuant to her insurance planIf she has any issues with the amount due she should seek to resolve the issue with her insurance provider
Regards,
*** ***

*** *** placed a refill order on 10/*/for her diabetic supplies. This order was shipped on 10/**/and delivered by Federal Express on 10/**/at 10:51a.mDuring our communication with *** *** between 10/**/to 3/**/2015, she never informed us that she did not receive the
sensors*** *** continued her payment plan with our Collections Department on her outstanding balance due from previous orders. On 5/**/*** *** called to inform us that she did not receive her order that was shipped on 10/**/At that point an investigation was conducted and per the manufacture and ***, the package was indeed delivered on above date and time*** *** then called back on 6/**/to again let us know that she never received the packageWe advised *** *** again per the investigation, the package was delivered. A year later on 10/**/2015, *** *** put in a dispute with us regarding her supplies; it was a year later so *** and the manufacture could not conduct another investigationThey advised BLN again the package was delivered on the above date and time*** *** was given the tracking information and informed us that she was going to contact ***. *** *** was and is not being charged for items that she did not receive; she had an existing payment plan for her outstanding balance from previous ordersShe continued to pay on her plan up until 12/**/On 1/**/when *** *** spoke to our Collector, she never informed him that she did not receive her order. On 6/*/*** *** requested another investigation; we were informed by *** it that they are unable to conduct another investigation as it’s now over the allotted time. In conclusion, we have decided to write off the co-pay of $for the date of service on 10/**/for the item *** *** is claiming she did not receiveTherefore, *** *** has a balance due of $18.23; this is from her previous orders that were previously put on a payment plan as per her request

Revdex.com:At this time, I have not been contacted by Better Living Now Inc. regarding complaint ID ***.Sincerely,*** ***

Good Afternoon *** ***Your insurance provider was sent the clinical documentation by certified mail on 5/**/2016, and again on 4/**/when they communicated with us that they did not receive it yetYour insurance provider should have proof that this clinical documentation was received by them in April, as they paid the claims shortly thereafter.It is up to the member to know their plan coverage and that the balance due is your responsibilityIn addition, you were advised by us on 1/**/of what your approximate responsibility would be, prior to your orders shippingThank you

Regarding the complaint issued by *** *** ID# ***, I will outline below each of her issues with Better Living Now (BLN) responses below:*** ***"On February **, 2016...I provided a credit card to cover her deductible of $along with an unpaid copay of $for DOS
11/**/15.""My records Show that I have overpaid my deductible for 2016." "there is $supposedly due on this order from February *** 2016""returned an incorrect order ...from 11/**/that, to my knowledge, I was never credited for"BLN:The payment of $made on 02/**/was for DATE OF SERVICE (DOS) 08/**/for AOmnipods and the subsequent refill co payment of $on DOS 11/**/This payment was NOT for any Deductibles from 2016.*** *** *eceived two more orders in that were applied to her deductibleOne order on DOS 02/**/and one on 10/**/which had $deductibles applied to each of them for a total of $which she still owes BLN.Order from 11/**/was partially returnedOnly two boxes out of the original three that were shipped were returned and *** *** was credited for two thirds of the total $co-payment for a credit in the amount of $45.00.Please let us know if there is anything else required to close this complaint and have *** pay her outstanding balance due

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
It's a shame that Better Living Now not only sent me a breast pump without manufacture packing, but also LIE to Revdex.com. This is not how you fix problems!!! I SWEAR I NEVER SAW THE MANUFACTURE PACKING.
I NEVER reject ANY bills in my whole lifeThis is the first and only bill I rejected to pay so farI am a working mom and am very busyThe amount of time I've spent on this pump worth way more than $I won’t spend so much efforts complaining or lying just for $ I am spending the efforts because if I don't stand out, Better Living Now will do the same thing to other customersOMG, that's why we need Revdex.comPlease help me fight with this LIAR!!!
I have replied in detail in the attachment
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

Good Afternoon, We would first like to take the time to apologize for our errors on your son's ordersWe understand the importance of these supplies to our members, and for that we are truly apologeticWe would also like to thank you for taking the time to speak to us and advise us of the
problemsThis allows us to evaluate our services and implement new procedures to avoid problems such as shipment delay in the future.Better Living Now has a department dedicated to reaching out to our members and getting orders placedThen, they are responsible for maintaining contact with our members to keep them apprised of their ordersWe can do this via phone or email communication.We look forward to continuing working with you and Marco moving forward.Thank you again, and have a great holiday season

To whom it may concern,
As stated in our previous statement, *** *** has an outstanding balance with Better Living Now for products providedHe did not change his coordination of benefits in a timely mannerAs a result, his insurance plans have denied his claims*** *** is responsible for payment and for contacting his insurance if he has issues with the denialsWe will continue to send him bills and collections will continue to contact him until the balance he rightfully owes is paid in full

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The product was NOT sent in the proper manufacturer packaging. I described the case in my last statement. My previous statement in red answered the manufacture's previous letterThey are welcome to respond to my answers point by point
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:ID ***, . I have received a check with a stamp as a signature dated 2/*/15. This is the last date I contacted BLN and was promised a call back by the end of the day. Had BLN made the promised call back and once again
advised a check would be mailed immediately; this complaint would have been delayed. My opinion remains this company does not value customers BLN appears indifferent to the time and stress their lack of integrity produces. Do a search on *** to verify this opinion is held by many

Good Afternoon, Member on the insurance, *** *** has asked that we remove her name from invoices generated for her husband, the patient, *** ***However, as it has been explained to her, we are unable to do this for herShe is the member on the insurance, we must create the account
with her name on itThis is to ensure proper billing with the insurance company, so that they know the benefits will come from Sheila's policy, that John does not have his own policyIf John were to become the primary card holder on this policy, we would make him the primary on his account at Better Living Now Please let us know if any further information is needed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]Better Living Now has threatened me with collections because of them not getting paid by my insurances. I have always done coordination of benefits and was sent to them in a timely manner. Because they didn't get it, they are blaming me for not having my insurances coordinated. This is not my fault and they shouldn't blame me as a valued customer of their products. They said they did excellent customer service because they used me to get to the insurance companies because *** called me saying the insurance company isn't paying and that the insurance companies will listen to me and not ***. She used me to get to provider services by me getting through with member services. That's not right as another rep at better living now said. Believe me...they are not correct by saying I didn't respond to them with coordination of benefits. They need to stop harrassing me, threatening me, and using me to get paid
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Good Afternoon, This issue has been resolved with the Member This is not Better Living Nows error it's her providers errorThe patient has resolved the complaint with our director of operations and she fully understands the balance owed on her account she has agreed on 7/** to
make the payment on the account by end of business today.We called her provider on 1/*/and spoke to a representative who advised she would be covered at 100% with n prior authorization needed one per birth was covered We processed the order and shipped it per the information provided by the insurance provider representativeWe then billed the pump to the insurance provider who then denied our claim and advised we were given incorrect coverage by their representative and that the plan is the Savors plan with copays and deductible due, leaving her with a responsibility of $ as her insurance provider applied the pump claim towards your yearly deductible

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have not been provided any documentation to support the claim that the business (Better Living Now) sent the requested information to my insurance carrier (BCBS) This documentation was promised to me, but has never been produced. Without proof that the business in fact fulfilled the request for medical records, it appears that the delay in processing the request is, in fact, the fault of the business (Better Living Now) and not my insurance provider
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We sent a letter to the customer that stated the following:
"Dear [redacted],
As was discussed via telephone on 10/**/14, we are assuming responsibility for the errors made on our behalf. Originally the order was delayed because new...

documentation was requested from your insurance company. However from a quality assurance perspective, we believe we should have communicated this information in a more efficient and timely manner.
I have personally spoken with all employees involved in the handling of your order to address their errors and reiterate the need to demonstrate superb customer service at all times. I also sent a directive to all company supervisors on proper procedure including: the importance of communicating with the customer to find out when supplies are needed by and when to inform the customer of potential delays in service. We appreciate you bringing these issues to our attention. We are always looking to improve our customer service and assure you we will continue to do so.
We sincerely apologize that the communication and speed of delivery was not to the your satisfaction. At Better Living Now, we strive to provide our customers with quality care and efficient service. We believe we have fallen short of such expectations with the handling of your order. Therefore, included with this letter is a coupon code as we would like the opportunity to show you the true Better Living Now customer experience in the future. Thank you for your time & patience.
 
Very Truly Yours,
[redacted]
[redacted]

We stand by our original statements. The product was sent in the proper manufacturer packaging. Under no circumstances would we remove the product from it's packaging and send to a customer. We received the product back in a box that did not belong to our company. We unsuccessfully attempted to contact the customer to settle the issue before she was sent to our collections agency. At this time, she is responsible for the balance due.
Thank you,[redacted]

To whom it may concern,
We are in receipt of [redacted]’s complaint and are responding as such. As requested by the customer, her account balance has been adjusted and we are not requiring payment for the incorrect item shipped. We apologize for any inconvenience the customer...

may have experienced.
On 2/**/14 the customer contacted our company via telephone stating the mask we sent her husband was incorrect. She asked for us to ship the correct mask and send a return label with that shipment to return the incorrect mask. The note in our system indicates that a reship was written up.
The correct mask was shipped on 2/**/14 but it was not processed as a reship as was intended. The claim for the correct mask was processed by the insurance on 3/**/14 and denied. The insurance denial reason was the maximum allowed under this member's contract had been met, because the insurance already processed and paid for the incorrect mask we sent. [redacted] received a bill for this date of service.
On 4/**/14 a UPS return label was sent as requested by the customer to return the incorrect item. On 4/**/14 [redacted] called to inquire about her bill. She was advised that we sent the return label and she will be billed until the incorrect mask is returned to us to review for a possible credit.
On 5/*/14 she called in to let us know she returned the mask and provided tracking information. We confirmed that the item was returned. On 5/**/14, the return was processed and the invoice was forwarded to the billing department.
On 5/**/14, the [redacted] adjusted out [redacted]’s copayments for the new mask. Currently her account balance is $0.00. Additionally, the incorrect mask was voided with her insurance. We will follow up in two weeks to resubmit the claim for the new mask for payment. We believe the matter is resolved as [redacted] had requested.

Dear [redacted],
We are sending a letter to the customer to address the complaint. The letter states the following:
"As was explained by Better Living Now's [redacted] of Operations via telephone on 8/*/14, we are assuming responsibility for the errors made on our behalf....

We sincerely apologize and have agreed to your desired settlement. We are in the process of sending a return label to alleviate any shipment expenses. Additionally, we will credit your account for the entire amount originally charged. At Better Living Now, we strive to provide our customers with quality care and efficient service. We believe we have fallen short of such expectations with the handling of your order. Therefore, included with this letter is a coupon as we would like the opportunity to show you the true Better Living Now customer experience in the future. Thank you for your time & patience."
Thank you.

[redacted] placed a refill order on 10/*/2014 for her diabetic supplies.  This order was shipped on...

10/**/014 and delivered by Federal Express on 10/**/2014 at 10:51a.m. During our communication with [redacted] between 10/**/2014 to 3/**/2015, she never informed us that she did not receive the sensors. [redacted] continued her payment plan with our Collections Department on her outstanding balance due from previous orders.
 
On 5/**/015 [redacted] called to inform us that she did not receive her order that was shipped on 10/**/2014. At that point an investigation was conducted and per the manufacture and [redacted], the package was indeed delivered on above date and time. [redacted] then called back on 6/**/2015 to again let us know that she never received the package. We advised [redacted] again per the investigation, the package was delivered.
 
A year later on 10/**/2015, [redacted] put in a dispute with us regarding her supplies; it was a year later so [redacted] and the manufacture could not conduct another investigation. They advised BLN again the package was delivered on the above date and time. [redacted] was given the tracking information and informed us that she was going to contact [redacted].
 
[redacted] was and is not being charged for items that she did not receive; she had an existing payment plan for her outstanding balance from previous orders. She continued to pay on her plan up until 12/**/2015. On 1/**/2015 when [redacted] spoke to our Collector, she never informed him that she did not receive her order.
 
On 6/*/16 [redacted] requested another investigation; we were informed by [redacted] it that they are unable to conduct another investigation as it’s now over the allotted time.
 
In conclusion, we have decided to write off the co-pay of $317.25 for the date of service on 10/**/2015 for the item [redacted] is claiming she did not receive. Therefore, [redacted] has a balance due of $18.23; this is from her previous orders that were previously put on a payment plan as per her request.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:my bill has been adjusted.  My problem is that they received the mask back on 4/**, then had their [redacted] call me again on 5/*. I never received n invoice before the first call from their [redacted]. I requested a shipping label 4 times. The whole situation was their fault.r Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]