Better Living Now Inc.

Good morning,This patient placed 3 orders, with date of services 2/**/2016, 12/**/2016, and 3/**/2017. Her insurance carrier requested clinical documentation for billing purposes on 5/**/2016, to which we obliged and mailed it certified mail that day. Her insurance carrier then requested them again...

on 4/**/17, almost a year later, to which we obliged and mailed the clinical documentation certified mail again that day. On 5/*/2017, her insurance carrier paid on all 3 claims, and on 5/**/2017 the patients responsibility was mailed to the patient. BLN provided clinical documentation as it was requested to get the claims paid for the patient. Her patient responsibility was broken down into the three dates of service, and payment plan was offered to her. At this time, she owes the amount due, as it is her 20% coinsurance, per her insurance policy.Thank you.

We...

are in receipt of the complaint filed by [redacted] and are responding as such. [redacted] has been contacted many times since 2012 as he has failed on numerous occasions to supply the correct insurance information.
[redacted] placed multiple orders through our company. To no fault of our own, there were issues with four dates of service. The problematic dates of service are 10/**/11, 2/*/12, 8/**/12 and 6/**/13. We verified his eligibility on each date and submitted the claims to Empire Blue Cross. Empire paid for all dates of services as follows: 10/**/11 was paid on 11/*/11, 2/*/12 was paid on 2/**/12, 8/**/12 was paid on 9/*/12, and 6/**/13 was paid on 7/*/12.
On 2/**/12, we received a recoupment letter for a 10/**/11 date of service from Empire Blue Cross. They claimed they were not the primary insurance carrier at the time. [redacted] did not provide us with the correct insurance for the date of service and did not respond to our request for the information. We ran his insurance through multiple carriers but had issues with determining the correct primary insurance plan. On 7/**/13 we received another recoupment letter from Empire for 2/*/12, 8/**/12 and 6/**/13 dates of service.
We have every right to request the money for the products received from the customer as he failed to provide the accurate insurance information as a payment alternative. However, we made every effort to assist [redacted] in getting his claims processed through his insurance.
On 5/*/12 [redacted] contacted us concerning the invoices he received. We ran [redacted]’s insurance again and found that both CDHP and Fidelis showed as his primary insurance which poses issues for obtaining payment. We notified [redacted] several times that he needed to contact his insurance carriers and update his coordination of benefits information to correct the error and assist us in getting paid by his alleged insurance coverage.
On 6/**/12 [redacted] was requested to provide his Fidelis ID number. He did not know his information and did not make an effort to contact Fidelis. He is responsible for obtaining his insurance information and supplying it to us. Although [redacted] wanted us to do this for him, insurance plans will only furnish this information to their members. This is solely [redacted]’s responsibility.
In 2013, [redacted] changed his coordination of benefits and we had the correct insurance information for the recouped dates of service. We submitted the claims to Fidelis (for 10/**/11) and CDHP (for 2/*/12, 8/**/12, and 6/**/13). All of the claims were denied because of failure to adhere to timely filing. We appealed the claims with both insurance plans. After significant effort, CDPHP has partially paid the 2/*/12, 8/**/12 and 6/**/13 dates of service while applying denials as well. These denials could have been avoided had [redacted] given the correct insurance information from the start.  Fidelis has denied our appeal for 10/**/11. We are making one last effort to appeal the decisions to deny payment for 10/**/11, 2/*/12, 8/**/12, and 6/**/13.
If [redacted] would have updated his insurance correctly we would not have requested his assistance as the claims would have been filed and paid in a timely manner. We requested his assistance as he would be responsible for paying the balance unless the claims were processed through his insurance. We provided customer service above and beyond what is required to prevent him from having to pay for the products out of pocket.
In reference to [redacted]’s desired settlement, we will not stop contacting [redacted] as he has a balance due for product. In the event the insurance does not pay for the product he will be held accountable for payment. It is in his best interest to contact his insurance to request they pay the claims. He will be sent to collections if the claim denial appeals are not granted.
Thank you.
[redacted]

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:

I question the procedures of the business to hold the insured person responsible for the medical bills of an individual of legal age. [redacted] medical bills are paid from income he receives from social security disability. I am not responsible for his accounts. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To whom it may concern,
We are in receipt of the complaint filed by [redacted] and are responding as such. We are not refunding the amount the customer paid for the coinsurance. We are contractually obligated to charge the coinsurance the insurance plan applies.
The...

customer was correctly informed that the product is covered by her insurance plan. The entire product was paid for and pursuant to her insurance plan guidelines a 50% coinsurance payment was applied. We have no control over coinsurance. Any issues with coverage should be addressed with the member's insurance plan.
We recommend that she contacts her plan with regard to her 50% coinsurance as it may have been applied in error.

Revdex.com:At this time, my complaint, ID [redacted] regarding Better Living Now Inc. has been resolved.  They have resolved this issue after I contacted them another few times.  They were a horrible company and it should have never been that difficult to resolve the...

issue.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
[redacted]

Polite and generally helpful costumer representatives, however I've have to follow up on every order placed. Orders have taken a minimum of 3 weeks (one took over 6) to be processed after being submitted and have required follow-up calls in order to be filled. These are prescriptions & medical supplies- not toys & trinkets, they need to be processed on time in order for people to continue their medical treatments.
This is not something one can blame the insurance company for either, as they have already approved- in writing- the treatment supplies (plus they're common diabetes supplies). A week prior to my 3 month supply being gone I placed my order for the next 3 months supply so it could arrive just as I was running out, but not be flagged for it being ordered too soon... that was over a month ago and I'm still waiting... even though the insurance was billed for all of it the day I placed my order.

Tell us why here... On January *, 2016 the patient’s father, [redacted], called Better Living Now to order a nebulizer. On January [redacted] we received a prescription for the nebulizer. On January [redacted] called back to check on the status of the order, at that time he was given the...

tracking number and was told that he would receive his order on January [redacted]. It was put through his insurance; however [redacted] was responsible for 20%. Unfortunately we are unable to accept the returned item, as it’s over 30 days since the date of delivery and the package must be unopened and unused. [redacted] was given the option to return the item at his own expense and did not. We were not able to pick up the item from him. Since [redacted] never returned the item, our Collections Department contacted him to collect the monies due. [redacted] must return the item, unopened and unused, or pay the total amount due.

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:

BLN writes:The payment of $636.78 made on 02/**/2016 was for DATE OF SERVICE (DOS) 08/**/2015 for A9274 Omnipods and the subsequent refill co payment of $30.00 on DOS 11/**/2015. This payment was NOT for any Deductibles from 2016.[redacted]eceived two more orders in 2016 that were applied to her deductible. One order on DOS 02/**/2016 and one on 10/**/2016 which had $675.00 deductibles applied to each of them for a total of $1350.00 which she still owes BLN.Order from 11/**/2016 was partially returned. Only two boxes out of the original three that were shipped were returned and [redacted] was credited for two thirds of the total $67.50 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 [redacted] pay her outstanding balance due. According to their own Invoice [redacted] (attached and date 2/**/2016), the $639.78 was for a previous balance of $393.48 and newer chargers of $246.30. The date of payment listed on their invoice is 2/**/2016, not 2/**/2016, and the amount was $639.78, not $636.78. Their own invoice, which is attached, shows that they are incorrect on so many aspects of this, not the least of which is their refusal to provide my son with life saving medical equipment which I have agreed to pay my copay and deductible for in full (they have always had my credit card on file for billing) immediately while we resolve this issue.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This company provided me a breast pump for nursing my daughter in 2013. The company and insurance provider both approved this purchase and advised us the pump would be covered since our daughter was a NICU baby. Fast forward two years and 4 months-we receive an invoice in the mail for $127.50, balance due and payable within 15 days. What?! Yes, over two years later. The Womens Healthcare Act has changed since 2013...the insurance company recouped what they paid Better Living Now and they turned around and billed the patient.
After calling customer service at this company, I was told my concerns would be addressed to the billing dept and someone from billing would be in contact with me. The next day, a lady called and I assumed she was from billing so I continued to address my concerns with her and she told me she was from the brest pump debt and wasn't sure why she was advised to call me. The following day, I get a call from a gentleman and we began going over everything and again, he advises me he's from accounts receivable/collections and he told me that he made notes of my concerns and would let billing know. I am still trying to speak with someone from billing! Today, I get a call from the director of operations and my husband receives an email from the same lady that states our balance is due and payable and to contact collections. No one at this company knows anything and no one was helpful at all. All they do is read notes to you from a computer screen. No one thought it was disturbing for me to receive an invoice over two years later. This is just absolutely ludicrous and unethical. I promised this company one thing and that was to tell everyone I knew about this terrible experience and that no one was willing to help or do anything about it!

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

The worst prescription service available. Every month I do not get my medicine and it takes 3 or 4 calls from my Doctors office to get the order. They once didn't fill an order because they didn't recognize the generic name.

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:

Better Living Now reports that my insurance company was sent the requested documentation on 5-**-16 and again on 4-**-17 (a YEAR later).  They (Better Living Now) says that it's obvious that my insurance company received the documentation in April of 2017, as they promptly paid the claim shortly thereafter.  No kidding. That's what I've been saying all along.  They DID receive the documentation from Better Living Now in April of 2017, but they DID NOT receive it in May of 2016, after it was first requested.  This lack of information is what delayed the billing process for OVER A YEAR, resulting in me receiving an extremely large invoice from Better Living Now. After receipt of that invoice, I was investigating the reason I had not been billed for the claims prior to 2017, and I was threatened with legal action.  I am requesting PROOF from Better Living Now that they sent the information to BCBSND in May of 2016. They have been unable or unwilling to provide that proof, so it is my belief that there was no documentation sent in a timely manner, which is why BCBSND didn't pay the claims until April of 2017. I would like my portion of the claims from 2016 forgiven in light of the fact that Better Living Now was delinquent in responding to the request from my insurance provider.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

If I could put ZERO stars I would! This company is absolutely HORRIBLE! I have been waiting on a breast pump for over 2 months now! I was told in the beginning that once they receive the debit card information the pump would ship out that day. A week later, I called to see when I should expect it. I was then informed it was on backorder! Why was I not told this when they wanted all of my information? I called twice a week and was told each week it will be in Friday, on Friday when I called I was told it will be in Monday…..TWO months later I am still waiting! I was told that I could switch pumps, obviously this company does not realize how important a good quality pump is! I was called yesterday (6/22/17) and was informed that they needed to charge my card for the pump because it was shipping out today (6/23/17)! I was so excited because I have been waiting so long. I called back today (6/23/17) to find out when I could expect it at my door…to my surprise (NOT) I was told “Oh, I’m sorry it’s still on backorder would you like to pick a different pump?” They have lied and lied and it’s absolutely ridiculous! I have been told numerous times that it isn’t the company’s fault but yes it becomes your fault when you get all my information and then wait a week to inform me it’s on backorder! DO NOT ORDER FROM THIS COMPANY! After reading reviews this seems like a very common thing! I canceled my order today after reading reviews, hopefully I will get my $49.95 back for my upgrade fee!

Review: I ordered a Medela breast pump, and received a breast pump carrying case sitting directly inside a [redacted] shipping box. Breast pump is a personal item, which cannot be re-sale once the manufactory seal is broken. Also according to [redacted], their retailer should sell a breast pump in a product box, which is not the shipping box, with item description, UPC barcode and a seal on the product box. It is obviously a mistake that someone from Better Living Now put this NAKED breast pump into a shipping box with NO seal NO barcode NO product box. I have returned the unused breast pump.Desired Settlement: Better Living Now should 1) apologize to me for sending an opened breast pump, 2) appreciate me of returning the unqualified product, 3) cancel the collection from [redacted].

Business

Response:

To whom it may concern:

We are in receipt of the complaint filed by [redacted]. The customer was provided with a breast pump on 1/*/2014 in the correct manufacturer packaging with a seal as is required by company procedure. On 2/**/2014 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 pocket. Despite our 30-day return policy, on 2/**/2014 we agreed to accept the unused product pending confirmation that the seal was not broken. On 3/*/2014 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 paid. The customer stated that she broke the seal but the product was still in the correct packaging and had not been used. We told the customer that we could not accept the product as the seal was broken.

In conclusion, the statements made in the complaint are false regarding the packaging of the product. We 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 made. The customer is responsible for the balance due pursuant to her insurance plan. If she has any issues with the amount due she should seek to resolve the issue with her insurance provider.

Regards,

Consumer

Response:

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:

[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 life. This is the first and only bill I rejected to pay so far. I am a working mom and am very busy. The amount of time I've spent on this pump worth way more than $200. I won’t spend so much efforts complaining or lying just for $200. I am spending the efforts because if I don't stand out, Better Living Now will do the same thing to other customers. OMG, that's why we need Revdex.com. Please 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,

Business

Response:

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,

Consumer

Response:

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:

[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 letter. They 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,

Review: I sent back a CPAP mask I had purchased after being told that I could get my money back. They accepted the mask back as proof by a postal tracking. I call several times and have had no response.Desired Settlement: I would like an apology and a refund.

Review: I was told Medicare did not cover the item but my secondary did. This is correct. I was advised advance payment was required and I forwarded a personal check for 100% of the product cost, $160.68 as requested, even though my co-pay was. only $8. The secondary insurance company, BC/BS, paid BLN $152.68 on 12/**/14 and BLN acknowledges a credit to my account. Several BLN service reps advised that emails were sent to billing requesting a return of the account credit . I have called BC/BS several times and with that service rep on line BLN has stated a check would be cut or a billing return call would be made within 2 hours. BC/BS required an" in network provider" which drove me to use this company but now states the claim is paid and closed. BC/BS further stated my claim form was submitted properly but their policy is to pay "in network" providers directly. My impression is BLN was not to require any pre-payment beyond the co-pay of $8. Please view BLN assignment of benefit policy on their web page.Desired Settlement: Receive $152.68 from Better Living Now immediately.

Consumer

Response:

ID [redacted], . 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 [redacted] to verify this opinion is held by many.

This company provided me a breast pump for nursing my daughter in 2013. The company and insurance provider both approved this purchase and advised us the pump would be covered since our daughter was a NICU baby. Fast forward two years and 4 months-we receive an invoice in the mail for $127.50, balance due and payable within 15 days. What?! Yes, over two years later. The Womens Healthcare Act has changed since 2013...the insurance company recouped what they paid Better Living Now and they turned around and billed the patient.

After calling customer service at this company, I was told my concerns would be addressed to the billing dept and someone from billing would be in contact with me. The next day, a lady called and I assumed she was from billing so I continued to address my concerns with her and she told me she was from the brest pump debt and wasn't sure why she was advised to call me. The following day, I get a call from a gentleman and we began going over everything and again, he advises me he's from accounts receivable/collections and he told me that he made notes of my concerns and would let billing know. I am still trying to speak with someone from billing! Today, I get a call from the director of operations and my husband receives an email from the same lady that states our balance is due and payable and to contact collections. No one at this company knows anything and no one was helpful at all. All they do is read notes to you from a computer screen. No one thought it was disturbing for me to receive an invoice over two years later. This is just absolutely ludicrous and unethical. I promised this company one thing and that was to tell everyone I knew about this terrible experience and that no one was willing to help or do anything about it!

Review: I've been trying to get my respiratory supplies since January 2014 and had to go to [redacted], who by the way had the supplies to me the next day after I talked to them! Now I get a invoice from Better Living Now that is dated 7/**/14 and they are billing me for supplies that I didn't order and never received! And to top it off when I called about it on 7/**/14 they told me they couldn't talk to me about it because they turned it over to a collection agency!

Also they shipped me product, (filters) that I did not order and don't even have anything they will work on for $120.00. They also billed my insurance company for a mask that they didn't even ship!Desired Settlement: I would like to send these filters at their expense back to them and they are to credit my insurance company for the mask that I never got.

Business

Response:

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.

Review: I have been trying to get my daughter her medical supplies for almost 2 weeks. When I called to order her supplies I let them know that she is just about out of supplies and they told me that they will put a rush on it and it should be sent out no later than Wednesday. This was Monday. By Friday I had no received her supplies when I spoke to them I was told they were never shipped out. At that time I asked to speak to a [redacted] and he told me he would take care if it. I called on Tuesday and found that it was not shipped due to insurance issues. I called the insurance to find they never received a request from Better Living Now. I then called them back and spoke to another [redacted] who then called the insurance and got the approval over the phone. I was told that it will be sent overnight and will have it Wednesday. Wednesday came and no package. I called yet another [redacted] and they told me it would be shipped overnight. I did receive the package but missing half the supplies. I am now waiting yet again. These supplies can not be purchased in a store so I am relying on this company to provide these supplies, which is what they are suppose to do.Desired Settlement: I would like Better Living Now to improve their customer service all around. I felt like everyone I spoke with was just telling me what I needed to hear to get me off the phone. Not one if them did what they said they would.

Business

Response:

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,

Review: I called and talked to better living now representative and requested to send me a breast pump THAT IS FULLY COVERED BY MY INSURANCE, she said sure and said the double electric breast pump is 100% covered by my insurance and so they send me that. A month+ they start bill me and said that a portion of it is not covered now. I feel like I was told wrong and she did not calculate my insurance right. I was misguided and is being charged now. I should not be responsible for the amount that I paid.Desired Settlement: I should be refunded the amount that I paid, because my insurance was calculated wrong by better living now representative.

Business

Response:

To whom it may concern,

We are in receipt of the complaint filed by [redacted] and are responding as such. We are not refunding the amount the customer paid for the coinsurance. We are contractually obligated to charge the coinsurance the insurance plan applies.

The customer was correctly informed that the product is covered by her insurance plan. The entire product was paid for and pursuant to her insurance plan guidelines a 50% coinsurance payment was applied. We have no control over coinsurance. Any issues with coverage should be addressed with the member's insurance plan.

We recommend that she contacts her plan with regard to her 50% coinsurance as it may have been applied in error.