Byram Health Care Huntington Beach, California

If I could give zero, I would. My son has a lot of comorbid medical problems in addition to type I diabetes and relies heavily on continuous glucose monitoring. I have been calling Byramhealthcare for a month to check on the status of insurance verification and processing of the order. As of now, the insurance has not received any calls or paperwork from Byram Healthcare. My son's safety is at risk every day he has to leave the house without glucose monitoring. I have explained this company the urgency of having the supplies but the company just does not care. I will hold them liable if my son's health is in jeopardy due to this company's incompetence. I hope the better business bureau takes action and straightens this company up. Many sick patients depend on supplies to live safely and not having supplies in a timely manner due to carelessness, incompetence, and unethical business practices by this company are just unacceptable and should have legal ramifications.

My son has multiple medical items that we receive from Byram Healthcare. It is important that these items arrive on time. Our insurance does not allow for extra items to be ordered to have on hand and we, therefore, have a very tight shipping window before we run out of supplies. I have had multiple issues with Byram in regard to this.

1). I have signed up for notifications(more than once) for Byram to notify me when it is time to reorder. I have NEVER gotten a notification. I realize I cannot rely on Bryam for this but it is extremely poor customer service to say you will do something and not do it. I would also imagine that Byram misses out on many opportunities and revenue by not following through.

2). On MULTIPLE occasions I have placed orders online only to have them "lost" or not processed. It was only when I called with questions and provided the order confirmation numbers that the orders were then "found" or moved forward. This has caused unnecessary delays and has personally cost me hundreds of dollars as the delay led to future orders rolling over into the next year and having to be paid out of pocket. It has also led to instances where my son has had to go without his medical supplies while we waited for the order to be processed. I have also had to spend WAY too many hours on the phone with Byram trying to sort out these issues.

Having to deal with intense medical issues, doctors, and insurance companies is difficult enough. Byram customers should not have to deal with such poor customer service from a company that should be putting customer service first!

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: Your company turned it over to the collection company, "the revenue group" which we have since paid to avoid negative credit reporting as our jobs are credit dependantWe need to be refunded that amount In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Account number [redacted] , it was found that benefits were checked on stating that [redacted] (Sensors), [redacted] (Transmitter), and [redacted] (Receiver) were covered under the patient’s plan The items were stated to be covered at 75% after meeting the yearly deductible of $ In addition, we were advised that no prior authorization was required for these items With the patient’s permission, we supplied the following items: Ship Date: Item: Invoice#: [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] After receiving the first denial with an EOB date of for invoice# [redacted] , a request was sent to DrGraf R [redacted] on to obtain chart notes and to confirm the diagnosis code being billed was accurate Upon receiving the chart notes, we contacted the Doctor office and spoke with Katie, she advised that the diagnosis code of Ewas the most accurate diagnosis code for the patient With this information, an appeal was sent on to provide medical necessity for the items supplied When we spoke with Premera Blue Cross on 122016, we were advised that our appeal had been denied as the items were not covered under the members plan, and that the member would have to appeal their decision We learned this was due to the diagnosis code of Enot being covered by Premera Blue Cross However, we cannot change this code as Katie from DrGraf R***s office stated it was the most appropriate code to bill Upon receiving this information, the balance was then sent to the member on for invoice# [redacted] Later invoice# [redacted] and [redacted] was billed to the patient on Tell us why here

Revdex.com:At this time, I have not been contacted by Byram Healthcare Centers, Inc regarding complaint ID [redacted] The only contact I have received is via automatic system asking if I would like to place a order which I declinedSincerely, [redacted]

Customer placed an order that shipped on Her insurance processed the claim and insurance’s explanation of benefits was posted into our system on 22016; leaving a balance to her responsibilityOn The customer stated that she just made a paymentHowever, our representative informed her that she was on a payment plan before that had been paid off and new balances do not fall into the old payment planAt that moment, the customer disconnected the chat without respondingOn customer was contacted in regards to the balanceOn 52016, Shirley (Byram representative) spoke with the customer and advised her of the balance for date of service She offered a month payment plan but customer informed us she will call us back when she can make a paymentOn and two notices were sent to the customer for the balance for date of service On 72016, Shirley called customer again but was not able to reach the customerHowever, she left a voicemail to call us backPatient made payments on 516; 6/14/and However, a formal payment plan was never made by the patient to meet company guidelinesDue to the lack of response from the customer, this invoice was sent over to a third party collection agency on Currently the customer owes the third party agency for one DOSIn addition, the customer owes Byram Healthcare directly, for two dates of service Reimbursement Supervisor, Diane S***, called the patient today (9/*/16) to explain the balances and to offer a payment planDiane also give her the option to have her account removed from collections if she paid 50% of her entire balance and setup the remaining of the balance on a payment planShe declined the offer and asked to pay her current balance with us and she stated she will contact the collection agency to make payments on the remaining of the balance

I use ByramHealthcare for my DexCom 6 continuous glucose monitor supplies. Their reorder system is terrible, regardless of whether you order manually or use the automatic reorder process. It is impossible for them to deliver orders of new sensors every 30 days when your existing supply runs out. Every month you lose another day, sometimes two, because their system seems incapable of ordering on the same day each month, adjusting for months with 31 days, or accounting for weekends (they don’t ship on weekends). The end result is I go without my DexCom CGM a day or two each month. Customer Service is worthless; they always say it must have been a problem with weekend shipping. If your insurance company offers an alternative to Byram, by all means take advantage.

Byram Healthcare just cannot seem to get it together! They rarely send me my Freestyle Libre Sensors before I run out. They keep blaming it on insurance limitations but the real problem is that they just can't seem to figure out how to ship them out on time. I put in my order 10 days ago (after they notified me it was time) and they still have not shipped it. Last month I got the shipment within a week and I thought they had fixed there problems (NOT). I get all kinds of medical supplies and medications shipped to me and never have this problem. I just got off the phone with Annie at Byram who offered no real empathy and suggested that I could pay out of pocket if I wanted to receive them in time. This company just does not know how to provide the service they claim to. Time to find another provider. So disappointed.

Byram Healthcare has nothing but show me that they either don't know what to do or don't know how to do their job. Absolute incompetence in every way. To say that their customer service is piss-poor is giving them too much credit. They are absolutely atrocious and do not care to change. I was referred to them by my healthcare provider.for a Dexcom continuous glucose monitor. I heard from them a mont and a half later. We decided that instead of getting the device in December I should wait until January so my insurance deductible to reset. The Dexcom is very expensive up front and costs a lot to maintain from one month to the next but it is something that will benefit me greatly if I ever get one. They did not contc me until the last few days of the month and that was only after a number of calls and texts from me. Guess what? I still do not have the monitor. They told me they had to do paperwork with my insurance company, but really they could have done that last December while I was waiting. They called to make sure I really really wanted it and would pay for it. I told them yes. After a month they evidently still haven't done the work with Blue Cross that was supposed to take two weeks. Have trouble believing now that I will ever do any kind of business with them. am currently looking into other CGM providers.

Revdex.com:At this time, I have not been contacted by Byram Healthcare regarding complaint ID ***.Sincerely,*** ***

I have reached out to the customer *** *** apologizing for Byram's error in processing her payment.I had been working with the accounting department in regards to this issueAccounting did issues the refund the same day the processing error occurred.Since the accounting department issued
the refunded there was no way to justify a credit for the fee'sI did let the patient know in most case the bank would just reverse any fee that occurred due to the error.I did offer the customer a credit to the account for the fee $21.89, and I also sent her out a box of pouches and wafersAfter talking with the customer she was happy with the offer, and I have since applied the credit and mail out her boxes of supplies. Please feel free to contact me with any other questions or concerns regarding this account.. Thank you,Kareeta L***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
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To whom concern, The patient has been notified the write has been applied and the collection agency has been notified to refund the card the patient was processed withThe patient husband took the message and was very happy with the out come.Please feel free to contact me with any other question and concerns. Thank you,*** ***Billing Liaison- Supervisor *** ***
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After reviewing the account the claim was denied
due to the services not being authorized before shippingI did review and Byram did not obtain
the authorizationI have contacted the patient letting her know the balance has been written off due to this error
Please feel free to contact me
with any other questions or concerns
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Patient has been contacted and made aware BCBS recouped there fund on 06/**/BCBS overpaid Byram for this invoice, stating $was patient responsibilityWhich her HSA sent in a check for the remaining balance, and there would not be a refund to issue since BCBS recouped.Patient
understood what happen and was okay this the outcomeShe states she will call BCBS to see if they will refund her the money.Thank you,Kareeta L***Billing Liaison- Supervisor Byram Healthcare*** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.The check has been received to my satisfaction and I consider the matter closed.Thank you Revdex.com.Sincerely,
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My experience ordering insulin pump supplies was a total nightmare. Spent hours on the phone trying to resolve issues over the last 2 1/2 weeks and still my supplies have not been shipped. Consequently I have been without much needed equipment for over a week. I will never order again from Byram! They don't even get one star from me. I had to give one star to even get my review submitted.

After reviewing this patient's account, this was a true billing errorThe patient made the payment of $on 2/**/An adjustment should have been issued to this invoiceI called and left the patient a voicemail letting her know this was an error and the balance has now been
resolved.Please feel free to contact me with any other question or concerns. Thank you,Kareeta L*** *** ***
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Byram Heathcare has put me on hold an average hrTheir billing department has had technical issues each time I've called, I've been hug up on often
I have had issues trying to find out how much I owe and how much my insurance will payEach month I purchase supplies and the rate is different each timeWhen I call I am on hold for an hour and I had issues last month reordering a DexCom sensor and called billingFor three days I called and eir billing line was having technical difficulties and would hang up on me

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 company turned it over to the collection company, "the revenue group" which we have since paid to avoid negative credit reporting as our jobs are credit dependantWe need to be refunded that amount
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***