Better Living Now Inc.

Review: Better Living Now has been trying to get paid by insurance companies for my diabetic supplies. They have been contacting them back and forth. The woman who is handling my claims has many many times used me to get into the member services line for the insurance company because she is not getting the answers or payments from my insurance company. She calls me and puts me int the middle of their business to handle the claim. She has called so many times for every time I have ordered from Better Living Now. She then threatened me that I will be put in collections if they don't get paid...even though I have 2 insurances. She also told me to keep calling my insurance company because they aren't listening to her. That's why she calls me to go through member services to relay her information since she is having her issues going through provider services...which is what she is supposed to be doing only. My insurance company has told me to tell her to stop putting me in the middle of this and just tell her to go through provider services. So, the company is a headache and they will not stop calling me and sending me outrageous bills. I do not recommend this company to anyone. The lady's name is [redacted] by the way.Desired Settlement: I want Better Living Now to stop contacting me and putting me in the middle of this and making me do their job. I want them to get paid and never contact me again.

Consumer

Response:

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

Sincerely,

Business

Response:

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.

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]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 [redacted] called me saying the insurance company isn't paying and that the insurance companies will listen to me and not [redacted]. 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,

Business

Response:

To whom it may concern,

As stated in our previous statement, [redacted] has an outstanding balance with Better Living Now for products provided. He did not change his coordination of benefits in a timely manner. As a result, his insurance plans have denied his claims. [redacted] is responsible for payment and for contacting his insurance if he has issues with the denials. We will continue to send him bills and collections will continue to contact him until the balance he rightfully owes is paid in full.

Review: I got a call from a collections person asking me to pay a bill for an item that they sent in error to my husband. When it was sent I asked them to send the correct item along with a shipping label to send back the item we received. When the credit collector called he kept telling me that we owed a copay and an amount that the insurance said was an amount not covered. I continued to tell him what the problem was. I told him I would talk to my insurance company and if I owed it I would pay. He just kept saying "fine talk to your insurance but in the mean time how would you like to pay this bill. I told him I had no intention of paying a bill I did not owe. He said fine they had other ways to collect. I called the insurance company and verified it was for the item that they were supposed to be sending a return shipping label for. After 45 minutes with the credit collector again I asked for a [redacted] The [redacted]r told me that he saw where I asked for a label to be sent. After about 10 days I have received 2 invoices (I had never received one before the call) and still no shipping label. I just cannot help wondering how many people they have bullied into paying a bill that they do not owe. We have excellent credit and have always paid our bills. This was their error and I will not pay it. This was for CPAP supplies that we ordered thru them for the first time. The cost is about $700 per quarter and it was our first and last order. They should not be hounding people before they check out the case. The credit collector had one thing on his mind and would not listen. Apparently he gets paid a percentage of what he collects. Our insurance pays 100% of our CPAP supplies. The only reason we were billed for this is because they billed the insurance company for 2 mask in the same time frame and they would not pay for both.Desired Settlement: I do want credit for this product which is still in original shipping box and in the original package. This was their error not mine. Everything was ordered by email so there is proof of what I ordered and what was shipped and billed. I will never order from them again.

Business

Response:

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.

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:

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,

Review: My 7 y/o son uses a disposable insulin pump system (Omnipod - pods) which has to be refilled every 90 days. He was due an order on January **. On the [redacted] I called Better Living to request an earlier shipment because I had only two pods left (each lasts 3 days or less). The man I spoke to confirmed that it would be sent out the next business day. When I did not receive the order by the [redacted] I called again. A service rep ([redacted] or something) said in the fastest possible tone that the order had been cancelled because of terminated insurance and was never sent. She told me to check with my insurance company. After the shock wore off I called again. A different rep ([redacted]) told me that her system showed that insurance had been terminated on January *. (My order was supposed to have shipped the day before that, on the [redacted], as per the call I made on Jan. *.) I informed her my insurance was active and that I didn't understand what could have happened. She informed me that if the system or site they used to verify health insurance wasn't online it could cause that termination message, making the order not go out. She told me she'd request another verification and that I'd be called to confirm the result. Before hanging up I requested that the order be sent out with expedited shipping because I needed the pods rushed. She told me she'd see if it was possible. I was not called in a reasonable period of time and I called again. [redacted] is the name of the rep that assisted me. She confirmed that they were able to confirm that the insurance was ok and that the order would be sent that same day. I asked why they hadn't called when order was cancelled in the beginning and she said that they normally do, but they were understaffed and hadn't been able to. I asked about expedited shipping again and she told me that a [redacted] had to review the request but that none was available at the moment. She told me she'd forward the request and that I'd be called. To this day I still haven't received a call. The next day (January **) I called to request a tracking number in an effort to see if the order did actually go out. I was given the number but the package had gone out through regular post and I would have to wait 3-5 business days. Delivery coincided with a holiday weekend and as of yet, I still don't have the pods my son needs. If they had notified me of problems last week or sent the order with overnight shipping, all would have been resolved already. I expect to receive the pods on Tuesday, January **, a week after they were supposed to arrive.Desired Settlement: I would first like for this company to apologize for their mistakes and for the lack of follow up in resolving their own errors. My son has to suffer through at least 5 daily injections until the order arrives because of their mistake. Because of them he will literally go through physical pain. I would also like to be compensated for the purchase of a different type of [redacted] to be used while we receive our order. That [redacted] would otherwise be unneeded if they had made sure to send the pumps on time or if they had sent the order with overnight shipping as requested. The co-pay for the [redacted] is $41.95.

Business

Response:

We are responsding as follows:

February *, 2014

RE: ID [redacted]