Byram Healthcare Centers Inc

Byram was good about sending my insulin pump supplies, but then with the “COVID” excuse and everyone working from home, they couldn’t keep track of records or prescriptions or orders. Now I am totally without an insulin pump. Then they lost my prescription for a new Dexcom CGM, and said they cancelled my account the day they were supposed to ship my CGM. They said, sorry, but you’ll just have to start all over, make a new appointment with your Endocrinologist and get a new prescription. This after they gave me false information about my defective insulin pump and said I would have to return it and wait up to 3 months for approval to get a new pump! Unbelievable how horrible and disconnected their customer service is! They couldn’t care less that as a brittle type I diabetic they just dealt me a death blow...
No wonder they had to pay tens of millions for a class action lawsuit they lost...

After reviewing this account we did verify benefits online for the breast pump on 03/25/,and Aetna’s website confirmed the pump would be covered at 100%
After submitting the claim we received an on EOB 04/06/from Aetna stating the pump was deemed non-medical necessity
Patient did call on 04/22/after she received the bill , she did request a return of the pump both reps let her know the pump was non-returnable
And the pump should have been covered at 100%, and this would be sent back to the collector for review
Our collectors did try to appeal the claim, but we need a letter of Medical necessity from the doctor which we requested on 09/02/
The doctor never responded to our requestThe patient did call back on 01/12/in regards to the bill the rep let her know Aetna was denying the claim as non-medical necessity, the rep informed the patient that she would have to file an appeal with her insurance
Kareeta will contact the patient to go over the EOB, and the verification process. Kareeta will also offer her a discount for the pump

after researching your account, I found that a refund in the amount of $was mailed out on 05/04/under check #***. Please contact Diane S*** at 801-716-if you have not received the refund. Thank You-Diane S***

The following is a response from Byram Healthcare to the above referenced complaint case numberThank you for the opportunity to respond.Due to the timing of the back-order, we were unable to notify the member in advance of the back-orderWe are currently looking into computer system enhancements
to improve this process
Once we were notified by the member that supplies were needed, we were able to ship an order of samples from another warehouse for next day deliveryDue to the timing of the phone call, the order was not able to ship until the following business dayThis order was placed 12/2, shipped 12/and delivered by 12/
We apologize for any inconvenience this may have caused the member
Please be assured that Byram is committed to providing high quality products and service to our clientsOur goal is to make sure our clients are satisfied with the service they receive

To whom it may concern,After reviewing the account, the insurance did make a payment on 02/15/2017 at an out of network level. We did receive from the insurance payer stating this claim would be reprocessed. The rep who took the call did not place the account on hold until the claim...

was reviewed by the insurance. This error caused the invoice to move in to a collection status. I have removed to have this claim check by the billers on the status of payment by the payer. I also called and left the patient a voicemail informing her that the called has been removed and to give Byram a call back for more detail information.Please feel free to contact me with any question or concerns.Thank you,Kareeta L[redacted]Billing Liaison-  Supervisor  Byram Healthcarephone:  866-791-5797direct: 630-437-9222fax: 630-225-5248email: [redacted]@byramhealthcare.comwebsite: www.byramhealthcare.com

Complaint: [redacted]
I am rejecting this response because:Portions of the response are unclear, there is no response to the rude service I received from accounting when I initially called to try to fix the error and, most importantly, no response to how the error of sending me to collections will be removed from my credit report.
Sincerely,
[redacted]

To: Revdex.comRe: [redacted],  Byram Healthcare acct #[redacted], Revdex.com complaint ID [redacted].The following is a response to a complaint from the above referenced patient. Thank you for the opportunity to respond to this issue.There were several delays with the order in question, while we were waiting for...

an RX for infusion sets. Also, when the client asked to pick the supplies up at our warehouse near her home rather than wait for the delivery, the supplies were on back order in that warehouse. After several attempts to get her supplies, we agreed to send to the client 1 box of infusion sets and 1 box of cartridges as a courtesy order (no-charge).The delays were due to a missing RX, which we have to obtain from the physician. Because we approved a one month courtesy (no-charge order), we don’t believe we are obligated to provide two months’ worth of courtesy supplies. In our opinion, this issue was resolved when we provided a courtesy order to the client.Please be assured that Byram is committed to providing high quality products and service to our clients. Our goal is to make sure our clients are satisfied with the service they receive. If you have questions, please do not hesitate to contact me at [redacted]. Regards,Amy C[redacted]Director CSByram Healthcare

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

To whom it may concern,After reviewing patient issues, I did understand the patient's concerns. I have contacted the patient to review the corrective action concerns, and the collection issue. The patient has been informed that the management team takes the complaints very serious, and is now been addressed by the management team.By viewing the calls and corrective action if needed. I reviewed the collection issue with the patient, I informed her that when she called to give updated insurance information, the rep did not remove from the patient's responsibility that caused the collection error. I did assure the patient that this invoice had not been reported to the credit bureau.I has informed the patient that after my review we have now updated the NPI, and the claim has been resubmitted to the insurance.Please feel free to contact me with any questions or concerns.thank you,Kareeta L[redacted]Billing Liaison-  Supervisor  Byram Healthcarephone:  866-791-5797direct: 630-437-9222fax: 630-225-5248email: [redacted]@byramhealthcare.comwebsite: www.byramhealthcare.com

Hello,
 
This customer has two accounts in our system.  One hasn't had any activity since 2011.  The other doesn't has 5 invoices on it ranging from 5/12/15 to 5/10/16.  All notes and orders look to be in order.  None of the comments or notes on the account point to web...

access issues or order problems.   I instructed a manager to call this customer today 6/7/2016 to check in to the issue.   This customer was not home so manager left message.

February 2, 2017Revdex.comAttn: [redacted], Resolutions ConsultantID # [redacted]
Re: Revdex.com ComplaintThe following is a response from Byram Healthcare to complaint ID# [redacted]. Thank you for tho opportunity toprovide a response. We have reviewed the account history for the client and...

have determined the following:
05/16/2016 Client was set up on a 6 month payment plan effective 06/30/2016.Client authorized us to automatically withdraw the payment of$278.01 effective 06/30/2016 and wasinformed that there would no longer be statements mailed out to her for the invoices included in thepayment plan which included inv#[redacted], inv#[redacted] and inv#[redacted].When Byram attempted to run her payment on 06/30/2016, the card was declined, therefore, she wasremoved from her payment plan.On 07/25/2016, Client updated her Credit Card information online and was advised that she would needto speak to a live representative to complete the change and that a credit card authorization form would beemailed to her to fax back to us at 630-225-5248 Attn: Chris.Her new payment plan was defaulted on 11/23/2016 due to Byram Healthcare not receiving the creditcard authorization form.On 01/10/2017, she contacted Byram Healthcare via Live Chat on the web and stated that she did in factreturn the form. At that time she was advised that it was patient responsibility to ensure her payments arebeing taken out as per the agreement.Client was not sent to collections at any time. She ended up making the payments as follows:Date of service: 04/22/2016$600 paid on 01/11/2016Balance: $0Date of service: 02/23/2016$87.95 paid on 08/36/302+$512.05 paid on 01/11/2016Balance: $0Date of Service: 12/16/2015$190.06 paid on 07/25/2016Balance: $0Please be assured that Byram is committed to providing high quality products and service to our clients. Our goal isto make sure our clients are satisfied with the service they receive.If you have questions, please do not hesitate to contact me at the number listed below. We look forward toservicing this client's supply needs in the future.
Very Truly yours, 
Jeff G[redacted]Byram HealthcareDirector, QAPhone: 914-286-2016Fax: 914-286-2116