Byram Health Care Worcester, Massachusetts

PLEASE DO NOT CAUSE YOURSELF GRIEF OR BE A VICTIM OF THIS JOKE OF A COMPANYDeeply disgusted by this companyI have been trying for months to try and resolve a $bill they placed me in collections for a product I never received from their company and they have the worst management and customer serviceThey never get back to you and they state they don't care if you did not receive their product but your will pay for it because it states IT WAS DELIVERED, IT WAS NOTTTT Their email went to my SPAM and I didn't see it for Months that I was never approvedWho would order a product they were not APPROVED for You should be ashamed of yourself as a healthcare provider for wasting people's time , energy., and money They placed me in collections rather than come to an agreement to settle this issueManagement speaks with a condescending smile " Sorry, Nothing we can do for you!" How do you sleep at night stealing consumers moneyYour here to help not cause grief or issues with peoples credit and livesI have sent countless emails, they never have anyone reliable on the phoneManagement doesn't even existI have never dealt with a company who does NOT put their consumers first or atleast try to speak or help themDisgusting!!!!

Totally unhappy with serviceThey lost order (leaving me with no supplies).This last time they sent wrong order (again, leaving with no supplies, which I can't do without!

Byram Health Care is a very disorganized and unprofessional organization. Their billing department and service departments do not communicate. They claim to set up payment plans and then dishonor them and send to collections. I am taking my business to their competitor.

PLEASE DO NOT CAUSE YOURSELF GRIEF OR BE A VICTIM OF THIS JOKE OF A COMPANY. Deeply disgusted by this company. I have been trying for 2 months to try and resolve a $120 bill they placed me in collections for a product I never received from their company and they have the worst management and customer service. They never get back to you and they state they don't care if you did not receive their product but your will pay for it because it states IT WAS DELIVERED, IT WAS NOTTTT.
Their email went to my SPAM and I didn't see it for Months that I was never approved. Who would order a product they were not APPROVED for.
You should be ashamed of yourself as a healthcare provider for wasting people's time , energy., and money. They placed me in collections rather than come to an agreement to settle this issue. Management speaks with a condescending smile " Sorry, Nothing we can do for you!" How do you sleep at night stealing consumers money. Your here to help not cause grief or issues with peoples credit and lives. I have sent countless emails, they never have anyone reliable on the phone. Management doesn't even exist. I have never dealt with a company who does NOT put their consumers first or atleast try to speak or help them. Disgusting!!!!

Ordered supplies and was told they would be shipped. 10 days later and my insulin pumps have yet to ship. I am out of pumps now.On 9/14 I called Byram to place my sual quarterly order for insulin pumps. I was told that they would ship out 9/17. I advised them that I was getting low on supplies and needed them ASAP. They advised that they would ship no later that 9/21. I then called on 9/21 and was told that the pumps would ship overnight. I called again on 9/23 and the pumps still had not shipped and I asked them to ship them overnight again as I was now out of supplies to control my diabetes. They advised they would ship overnight on 9/23. I called 9/24 to confirm they had shipped so I would be at home for their arrival and they stated that they still had not shipped. I advised that I was getting desperate for supplies and pleaded for them to please ship them. As I was informing the customer service representative of my dire situation, she blatantly hung up on me. Desired SettlementI would like a refund of the money that I will pay out of pocket after my insurance coverage and I do not want my insurance to be charged for their portion due to the late shipment, and probable lack of shipment. It is unfair to me to pay money to a company that does not do everything in their power to do their job and what I pay them for. My lack of supplies has henceforth been affecting my health and well being.

This company does not respond to emails, does not provide information I requested and was completely unprofessional.Contacted Byram Healthcare 1/2/2014 in regards to a breast pump. I waited 30 minutes on hold waiting for someone to pickup then they told me I could not do the claim over the phone that I needed to do it on their site which I found out later was completely false. I filled the form out and sent it off, I did not receive a confirmation email or any updates the next day so I called them to get a status update. I ended up waiting another 30 minutes waiting to get an agent and when it was picked up they said their software was down and it would be up in an hour to call back. I called back to get an update later that day to get an update, they said it would take a few days for the order to process and I would have to wait, I let them know we needed this pump ASAP as the doctor HIGHLY recommended I get this ASAP due to the babies weight. I requested her to send me an email with a conformation number and details for my records and she said she would. I sent an email over the weekend asking for an ETA and if I can expedite the process and I still have not received a response to this day. I called them back 1/6/2014 for a status update, they said the order was processed 1/2/2014 but was in pending for my insurance and there was nothing they could do. I contacted my insurance company who said all checks are fine on their site and even called them to request a reason why it was taking so long to provide me a pump. They told my insurance it could take 7-10 business days for the order to be taken out of pending then another 3-5 business days for it to be shipped. I told them this was unacceptable because we need to get this pump ASAP. I contacted my insurance company and asked if there was anyway I could go to the local medical supply store and they approved it. I contacted Byram again and let them know we had ordered the pump locally and we no longer needed their pump, she said she would go call the warehouse and cancel the order. I did not hear anything back from them until today when I received the package. The package was not signed for just dropped off at my door so I was unable to return to sender. I contacted Byram and they refused to come get the pump and stop the claim on the pump until they have the pump even though it says in their notes I canceled it (they said I didn't cancel it soon enough even though before I got my pump locally they said it would take several days to process). I've filed a complaint with my insurance company who said this is very weird for them to be doing this. Desired SettlementCome pickup the pump that I did not accept and is sitting outside. This is very bad business practices and I hope you fix them.Business Response We also want to clarify that our calls are recorded for quality and training purposes and we were able to review the calls made to our company from the phone number that was provided on their order form for establishing their account. What follows is a summary of the contacts made by Mr. [redacted] when processing an order for Mr. [redacted]'s wife, [redacted]:1/2/XX X:XXpm - Mr. [redacted] called in and spoke to our CSR and asked how he could go about ordering a breast pump. [redacted] told Mr. [redacted] that if he'd like he could go our web site to place an order. He asked if he had to have a printer or anything to do this and our CSR answered no. He asked if this was the fastest way of ordering and the answer given was yes. He was never told that he could not order over the phone. Additionally the CSR let him know that there would be 3 breast pumps listed on the web site but the Medela was on back order until Jan 6. We did have an unusually large volume of calls in January so some callers did have longer wait times than usual on Jan. 2 but the average wait time was 7 minutes with the longest being 23 minutes, so it is conceivable that Mr. [redacted] did have to wait for a period of time before speaking to our CSRs. We have addressed this with the hiring of more staff in January.1/2/XX X:XX - We received an order placed over our web site at 4:45pm. On our web site we inform our customers that our order process takes 3-5 business days and to allow another 3-5 days for shipping. We also let customers know that the next communication they would received from us would be our shipping notification or earlier if there was a problem with their order.1/7/XX XX:XXam - Mr [redacted] called in and asked for a status update on his order that he had placed on 12/31/13. The CSR informed Mr [redacted] that our system was down and that we didn't have access to our orders, but we expected to be back up shortly and if he wanted to call back in about 30 minutes we should be able to assist him.1/8/XX X:XXpm - Mr [redacted] called in and asked for a status update on his order that he said he placed on 12/31/13. The CSR informed Mr. [redacted] of his order # as well as letting him know that his order was placed on 1/2/14 not 12/31/13 as he had stated. He asked how much longer would it take for him to get his pump. The CSR let him know it would still be another 5-7 business days because it was still being processed. She let him know it was still in Verification of insurance and that the whole process takes 7-10 days to get a breast pump. He then asked if it was a 7-10 business day process from 1/2/14 and our CSR stated yes, to which he responded "perfect". At one point earlier in the conversation he did ask for her to email the order number, but it appeasr this was not sent. At this point it is not known if the CSR simply forgot to email the account number or the fact that he seemed satisfied with the clarification of the timeline that she deemed it no longer necessary to send. 1/10/XX XX:XXpm - Mr. [redacted] called in and stated that he needed to cancel his order. When the CSR asked when he had placed his order he said it was on the 2nd and that he had just received a call about an hour or 2 prior to his calling in. The CSR let him know that the automated phone message was notifying him that his order was already shipping. He said he was going to refuse the shipment and asked how the order was being shipped. The CSR stated we use UPS and USPS. 1/14/XX X:XXpm - Mr. [redacted] called in and stated to the CSR that he had cancelled his order and that the CSR had told him that she was going to cancel it but he had received the breast pump anyways. He said he called his insurance company who in turn said they were requesting us to take back the breast pump. The CSR stated we could take back the breast pump as long as it was not opened and that he would have to pay for the expense of shipping the return. This was escalated to manager, Tom Nicholls who also told him the same thing. He explained that normally breast pumps are not returnable but we were making an exception for him and he said he was going to contact his insurance company. 1/14/14 - Representative from [redacted] called and spoke with [redacted] stating that Mr. [redacted] had contacted them and was upset that he had cancelled his order on 1/8/14 and yet we had shipped him a pump on 1/10. Tom let the rep know that he called for sattus on 1/8 and then called on 1/10 to cancel. [redacted] also let the rep know that normally we don't accept returns but had made an exception for this member but they would have to pay for the shipping costs fro the return.1/31/14 - Taja from[redacted] called and left a message for [redacted] stating she was looking for a credit as [redacted] had paid a claim. She left a voice message with a reference number and phone number for returning the call. Tom called but could not seem to navigate through the UHC phone system to get a live person and at the time of this writing no credit has been issued because we have no records of a returned pump. We could not find an email received in our [redacted]@byramhealthcare.com mailbox from the [redacted]'s email address provided on the Cassi [redacted] account.Many of the dates cited by Mr. [redacted] are different than what was found in our review but if there are more telephones or email addresses that were used in contacting Byram, we would be glad to review them as well. The customer file is noted that an authorization was granted as an exception to our standard breast pump policy for a return of an unopened package, and when the breast pump is returned and received by the company, credit will be issued to the customer's insuranceFinal Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My insurance company has called 5+ times, waiting not only on hold but leaving several messages. I have tracking information regarding the package from UPS. Still no response. My insurance company has provided a direct number for the agent working my case and an email address. This company steals. Do not use them.The shipment to BYRAM HEALTHCARE has been delivered.===========================================SHIPMENT SUMMARY===========================================SENDER    [redacted]    (Sender's street address omitted intentionally from this email)    Salt Lake City, UT XXXXXRECIPIENT    BYRAM HEALTHCARE    INVOICE XXXXXXXX    (Recipient's street address omitted intentionally from this email)    HUNTINGTON BEACH, CA XXXXX-XXXX USSHIPPED THROUGH    THE UPS STORE #[redacted]    XXX-XXX-XXXXCARRIER & SERVICE    UPS GroundSHIPMENT TRACKING & REFERENCE    Tracking No.:  1Z1YXXXXXXXXXXXXXX    Shipment ID:   [redacted]    Order / Item #:    Reference #:SHIP DATE    Friday, January 24, 2014DELIVERY DATE    Tue 28 Jan XXXX XX:XX AM===========================================TRACKING INFORMATION===========================================To get complete tracking information, click the following link:https://iship.com/trackit/track.aspx?t=1&Track=MMU83BAYB8AQ3&src= eFinal Business Response Customer did return the breast pump and their account was credited for the return.Credit #XXXXXXXX

They have not shipped my [redacted]'s required medical supplies even though they have authorization from our doctor. Have used this company for some time w/good service. Not now! My [redacted] requires catheter use daily. Have called the number on website every day since 10/23/13 - they say still awaiting authorization - they have that. Talked to [redacted] (?) yesterday. He said they do have it and does not know why it hasn't shipped. Supposed to get back to me before 5:00 p.m. He did not. These are shipped from the [redacted] warehouse. My [redacted] has bladder cancer and stage 3 kidney disease. He has to have catheters and they definitely are very hard to find.. Desired SettlementIf they would take care of the order, that would be fine. There is no reason not to fill the order. I have talked to my insurance co., they don't know why they are not shipping the order. All I want is a place to get my [redacted]'s supplies in a timely manner.Business Response I spoke with customers [redacted] on 10/31/13 regarding delay in order shipping. Explained that we were waiting on an authorization from insurance and that had delayed order shipping. I explained I would work with insurance to get authorization expedited. Overnighted samples on 11/1/13 to customer to ensure they had sufficient supplies until authorization was received. Full order shipped on 11/1/13 and recieved on 11/4/13. As of 11/4/13 customer was fully satisfied with end results of complaint.

Sent to collections without communicationWe have been ordering medical supplies from Byram. This year, the invoices became sporatic and or were not mailed. No calls were recevied. The order department kept process the orders and sending supplies. During the ordering process, we informed Byram that invoices were not received. Byram send us to collection twice and a call from us prevented a third. Desired SettlementIf my credit report indicates one collection agency entry from this process, settlement will be discussed.

Delivered medical products even though I didn't have insurance and they wouldn't let me return it and charged me over 700.00.An ordered was placed for medical supplies Dec 26th 2013. They were told that my current insurance was going to run out on Dec 31st. They told me that they can fill the order in time. Come Jan 7th I finally received my supplies without a bill. A month later I received a bill for over 700.00. They said they couldn't bill the insurance because it was after Dec 31st. So they sent it anyway and wouldn't take the supplies back unused. Now my account is in collections and messing up my credit.Desired SettlementI just want to return the item (still unused) and have the account settled.Business Response I was unable to locate this patient in our customer data base using the patient's first & last name, address and/or phone #. If you could provide me with the patient's account # and/or invoice # relative to this order, then I will make another attempt to locate the patient.Any questions, please feel free to contact me at XXX-XXX-XXXX. Thank you,[redacted]

I have been billed three times for [redacted] for medical supplies that I never ordered. Byram told me that the supplies were ordered by [redacted] & I am responsible for payment because I accepted delivery. I offered to send the supplies back, since I never needed nor wanted them, & they said it is too late. Now they're telling me to contact [redacted] I don't know what for. As I said, I neither wanted nor ordered these supplies. I cannot understand why I should pay for supplies that I never ordered, & am perfectly willing to return them. The account number on the bill is: XXXXX[redacted] & the invoice # is: XXXXXXXX.Desired SettlementI am hoping that Byram will stop trying to collect this [redacted] from me. Billing people for things they never ordered seems like a bad business practice, & I don't think they should operate in this fashion. If I ordered a new car for this company & had it delivered to them, would they pay for it? How can they accept orders from one person, & bill another. If this is not illegal, it certainly appears to be unethical, especially since they are doing this to someone who has just undergone surgery.Business Response Good afternoon,I researched the above listed complaint filed against my company. After thoroughly reviewing the customer's order history & notes entered on the account, we will need to stand behind our return policy and will not be able to accept the return from [redacted] Byram has a 15-Day Return Policy and this customer first made a request to return the items on [redacted] which was approximately 45 days beyond the original date of service. As part of providing nursing care to the customer, the visiting nurse agency ordered on the customer's behalf. In addition, the customer's physician signed the requested prescriptions, based on the items ordered by the home health agency. Therefore the physician's signature substantiated the items that were ordered by the nursing agency. Please advise if you require any additional information.Regards,[redacted] of [redacted] Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The business continues to maintain that these items were ordered on my behalf. I have already stated that I did not request these items, nor did I use them. If the visiting nurse service ordered them, why do I have to pay for them. As for the company's return policy, I was not notified nor aware that I was going to be billed for these items. When I received the first bill, I called them and was informed that I had already missed the return date. Again, the business has failed to justify why I should have to pay for something that I didn't order. The fact that they continue to refuse to let me return the items only confirms that they are not interested in making this right. They only want to be paid for things that I, as the consumer, did not want nor order. As I said in my original complaint, since when does a consumer have to pay for goods or services that the consumer did not order? Again, if I order them something they don't want, are they going to pay for it? This company should not be allowed to treat customers in this fashion. They have just sent me another bill, and I called them and told them that I have no intention of paying it. I believe the law is clear on issues such as this: Consumers are not responsible to pay for goods that they did not order nor authorize to be ordered on their behalf. Again, I am not paying this bill, and if it is turned over to collection and my credit is affected, I will certainly turn the matter over to my attorney. At some point, someone has to stand up against businesses like this one.