Byram Health Care Huntington Beach, California

The business has responded Please see below:Account was audited and confirmed the customer's attestation that a refund was due to him in the amount of $A request for a check was submitted to our Accounting office 04/**/I have confirmation that the check was issuedThe check date
is 04/**/16; the check number is ***; the amount of the check is $36.97;the check was issued to the Complainantthank you

***WARNING: STAY WELL CLEAR OF BYRAM HEALTHCARE.

My real rating for Byram Healthcare, and its parent company, Owens & Minor, Inc. is 0.0 (Zero point Zero), an option not listed but apropos! This Company, its managerial staff and its employees are absolutely not looking out for any customer/patient's health, well-being nor welfare. They are grossly incompetent, vastly rude, constantly talking over you, and will avoid all of your calls and emails once you are locked in as a customer, whilst they suck your insurance company dry. Byram Healthcare et. al. are useless, dim witted cretins that prey on the sick, and simply do not deliver, in any capacity. Please save yourself, and your family members or patients a lot of trouble, frustration and aggravation by just steering clear of this farce of a Company.

Byram Healthcare, a national leader in disposable medical supply delivery puportedly provides quality supplies, services and support, specializing in diabetes supplies, ostomy supplies, wound care supplies, Urology supplies, incontinence supplies and enteral nutrition products to patients/customers, at their homes. In 2017, Byram was acquired by Owens & Minor, a global healthcare services company, to expand the organization's ability to serve the continuum of care into the patient's home. Byram Healthcare, an Owens & Minor company, is clearly unable to fulfill any of these tasks in an timely fashion.

My $1,200.00 a month Oxford Freedom Healthcare Insurance recommended that I ordered direly needed prescription products (medical devices) from Byram Healthcare, located in Salt Lake City, Utah. I began the ordering/registration process with the very accommodating, and helpful Miss Tawnie Hodges (877-902-9726) on 8/9/18 at 7:54 P.M. EDT. I was told that it would be a two-three week process. It is now 9/6/18, and I have just been informed by both my case manager, Ms. Trista Anzures (801-716-8781), and her Supervisor, Ms. Juliann Roby, Manager New Intake Customer Operations (801-716-8751)' that it will take another 10-15 days for an authorization to be reviewed and probably longer for an answer given by your insurance plan.

I had called the supervisor, Ms. Roby, because my physician's office had informed me that Ms. Anzures only utilizes voicemail, and in their experience, she has never ever returned countless calls made on behalf of myself, and other previous patients. The supervisor proceeded to rudely talk over me nonstop, to the point that you simply could not get in a word in edgewise. Because I complained about Ms. Anzures’ unavailability, Ms. Roby proceeded to give me every excuse, such as the fact that she is a new employee, and is out of the office after the Labor Day Weekend, and then continued to tell me how difficult it was going to be to obtain my prescribed medical devices. She literally sabotaged her own company's earning potential. I actually ended up purchasing the devices from my pharmacy, and it took less than 2 hours, from the time it was prescribed. Good riddance to this schlock organization.

About Owens & Minor, Inc.

Owens & Minor, Inc. (NYSE: OMI) is a global healthcare services company dedicated to Connecting the World of Medical Products to the Point of CareSM by providing vital supply chain services to healthcare providers and manufacturers of healthcare products. Judging by their affiliation with, and management of Byram Healthcare, one could easily surmise that the left hand does not know what the right hand is doing, and systemic incompetence is standard operating procedure.

Sincerely,

P. Carroll

I have never worked with such a company in which their customer service was so terrible. I work for an insurance company and we strive for customer satisfaction! On the two occasions I called this company, I was on hold for more than 30 minutes each time waiting for a customer service rep. I hung up each time as I cannot sit on hold waiting with no response. On the rare occasion I did speak with someone (my account rep), she was extremely rude and tried telling me what I said on the first call. I was trying to get information on a CGM and a new pump, I did not order either of them. It took over a month for a rep to contact me which I was told there would be two reps contacting me. One for the CGM and the other for the pump, I have yet to hear from the pump rep. Luckily I was able to stop the order, which I did not authorize in the first place, before it was processed. I will not be dealing with this company as my insurance company has provided contact information for a competing medical supply company. I will gladly give them my business instead!

Account number [redacted], it was found that benefits were checked on 07/**/2016 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 $575.00.  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:                          ...⇄ [redacted]       [redacted]                [redacted]  ...⇄ receiving the first denial with an EOB date of 08/**/2016 for invoice# [redacted], a request was sent to Dr. Graf R[redacted] on 08/**/2016 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 E13.9 was the most accurate diagnosis code for the patient.  With this information, an appeal was sent on 08/**/2016 to provide medical necessity for the items supplied.   When we spoke with Premera Blue Cross on 12/**/2016, 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 E13.9 not being covered by Premera Blue Cross.  However, we cannot change this code as Katie from Dr. Graf R[redacted]s office stated it was the most appropriate code to bill.      Upon receiving this information, the balance was then sent to the member on 12/**/2016 for invoice# [redacted].  Later invoice# [redacted] and [redacted] was billed to the patient on 01/**/2017.  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 declined. Sincerely,[redacted]

Customer placed an order that shipped on 1/**/2016. Her insurance processed the claim and insurance’s explanation of benefits was posted into our system on 2/**/2016; leaving a balance to her responsibility. On 5/*/2016 the customer engaged on a live chat with one of our representatives about...

needing to order. At that point the customer was informed about the balance for invoice 1/**/2016. The customer stated that she just made a payment. However, 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 plan. At that moment, the customer disconnected the chat without responding. On 5/**/2016 customer was contacted in regards to the balance. On 5/**/2016, Shirley (Byram representative) spoke with the customer and advised her of the balance for date of service 1/**/2016. She offered a 6 month payment plan but customer informed us she will call us back when she can make a payment. On 5/**/2016 and 6/**/2016 two notices were sent to the customer for the balance for date of service 1/**/2016. On 7/**/2016, Shirley called customer again but was not able to reach the customer. However, she left a voicemail to call us back. Patient made payments on 5/**/16; 6/14/2016 and 7/**/2016. However, a formal payment plan was never made by the patient to meet company guidelines. Due to the lack of response from the customer, this invoice was sent over to a third party collection agency on 7/**/2016. Currently the customer owes the third party agency for one DOS. In addition, the customer owes Byram Healthcare directly, for two dates of service.   Reimbursement Supervisor, Diane S[redacted], called the patient today (9/*/16) to explain the balances and to offer a payment plan. Diane 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 plan. She 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.

Revdex.com:At this time, I have not been contacted by Byram Healthcare Centers, Inc regarding complaint ID [redacted].Sincerely,
[redacted]

We are committed to providing quality service at Byram Healthcare.  We have contacted the mother of this customer and have discussed her concerns with her.  We have also worked out a plan to ensure that her daughter doesn't go without the healthcare products that she is in need of. ...

We have a dedicated representative monitoring the order monthly to ensure no further issues arise such as this.  We appreciate the opportunity to respond to this concern.  We feel this is an isolated incident and consider this matter closed on our end.

I have been trying for three days to pay my bill through there system and cannot do it.

Byram is impossible to deal with. They have their own internal billing units and misinterpret what insurers will pay for based upon this. For example they bill wound tape by the yard. For example, if you order a 30 yard roll of tape Byram will bill 30 units of tape. If your insurance company allows you to buy 100 rolls of tape a month Byram will insist that 100 rolls = 100 units =100 yards of tape, so you can only order 3 rolls of tape from them each month. You can call and waste days bouncing between their representatives, the billing department and their coordination department and give them your insurance coordinator's number and it is all useless. They are incredibly frustrating to deal with. In the end I just got a prescription sent to a local pharmacy who ordered the supplies without any problem. Byram is bad, Edgepark is worse. Don't use either.

Too bad I can't rate as negative stars. We've been fighting with Byram over supplies ordered on 1/25/17. Byram billed our insurance incorrectly for the supplies and they refuse to fix it. I've spoken with so many people that I've lost track of them all. I've even had my insurance company on conference call with them several times. The insurance company gave them exact instructions for correcting the issue, but Byram still insists they've done it correctly. Their customer service is absolutely non-existent, in fact, I had one rep tell me that she couldn't spend any more time with me because she needed to take more calls so she could keep her stats up. She refused to transfer me to a supervisor or manager and simply hung up the phone.

I have been using insulin pump therapy with dexcom g4 sensors since July 2016. My sensor are ordered and shipped thru Byram Medical. So long as I paid my copyments via money order, no problem. The one time I pay over the phone using my debit card, nothing but trouble. I have a hard copy from my financial institution documenting that the copayment was paid to Byram Medical on Nov. 8th. When I was ready to order another shipment I was told that I owed copayments 2 for Sept. which was already paid & 1 for.Dec. I have now made 3 attempts to resolve this. The first billing rep indicated that she could see that a previous payment was made but still insisted that I owed $90 instead of $30. The second billing rep also saw the payment & sais he would apply The funds to the account & submit all this to a supervisor. He suggested that the issue would be resolved in about 3 days. Seven to 10 days later The issue is still unresolved. I was told by the billed that I still owe $90 which has already gone to collections. That now not even a billing supervisor can resolve this _& I have to contact collections. I can't reorder supplies until the $90 is paid even though I will run out of supplies. The billing statements that I've received make absolutely no sense. One shows $30, one shows $90, and shows a 0 balance. When I called the automated system to check the balance on my account it also indicated a 0 balance. I requested a detailed, itemized statement for all the transactions from 2016 But never received it. I have found that consumer reviews of Byram Medical suggests that these issues are far too common. The billing & customer service practices appear unprofessional & even unethical.

We have been customers of Diabetes specialty supply for many years, they were bought out by Byram in 2015. I called to inquire about an account and was on hold for 45 minutes. This is the most horrible company to deal with. They appear to be buying up smaller health care supply companies and now have a monopoly. I will be looking for a new supplier for diabetes supplies. They are horrifible.

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. You should be ashamed of yourself as a healthcare provider for wasting people's time and energy. 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 never dealt with a company who does NOT put their consumers first or atleast try to speak or help them. Disgusting!!!!

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. You should be ashamed of yourself as a healthcare provider for wasting people's time and energy. 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 never dealt with a company who does NOT put their consumers first or atleast try to speak or help them. Disgusting!!!!

Review: I am a [redacted] that relys on medical supplies to use the restroom everyday. I was forced to switch insurances therefore having to switch to byram healthcare. I have already has an existing account with them for other supplies I get but the service is horrible and unacceptable. I have been trying to resolve the issues long before my next order is up for shipment but I do not get far with the service agents on the phone. I get the run around and old info that I already have taken upon myself to correct. I have gotten hung up on and talked in a rude manner/tone.Desired Settlement: It is imperative that I received my medical supply orders within the next week.

Business

Response:

We have read and reviewed the customers complaint and a manager will be contacting customer to discuss the issue in more detail.Thanks,[redacted].

Review: I ordered a breast pump and was told by Byram prior to shipping that the breast pump was covered through my insurance carrier, [redacted]. I received a billing invoice a month later from Byram stating that I had to pay $216.74 for the pump. I emailed Byram and received a reply from [redacted] who informed me that she had reviewed the account and confirmed that Byram was told that the product would be covered but my insurance denied it as non-covered. [redacted] said she would call the insurance company and file an appeal and stated, "Since we both were told" that the item would be covered. [redacted] informed me that I should contact my insurance carrier and obtain a reference number so that she could update my account.

I called my insurance carrier and was told that Byram never contacted them to confirm coverage. I spoke with Representative, [redacted], from [redacted] and was told, had Byram called to confirm then [redacted] would have explained to them that the product was not covered under my health plan. I replied back to [redacted] with the requested information. [redacted] replied and said Byram confirmed through my insurance carrier's website that the pump would be covered but Byram never guaranteed coverage. I found this to be very misleading and was not notified upfront that the pump was not covered. If I was notified of the non-coverage before shipment, I would have canceled my order.Desired Settlement: The desired outcome I seek is to have the bill resolved since I was told by Byram that my insurance provider would cover the breast pump.

Consumer

Response:

At this time, I have not been contacted by Byram Healthcare regarding complaint ID [redacted].Sincerely,[redacted]

Review: I am responsible for ordering ostomy supplies for me mother. Byram Healthcare sent us the wrong product twice. When I sent the last incorrect order back to them I never received any refund or credit for the returned product.

These supplies were not opened and could be sold to another customer!

Consumer

Response:

At this time, I have not been contacted by Byram Healthcare regarding complaint ID [redacted].Sincerely,[redacted]

Review: This company is threatening to send me to collections for $250.00 for a Breast pump they told me my insurance would cover. They notified me 1 year later that my insurance company did not cover it. And becuase it exceeds 180 days since product was sent to me, my insurance states I cant request an appeal. I have documents from Bryam Healthcare (breast pump company & my employer's site) that mention under the health reform law, breast-feeding services & equipment are covered without cost-sharing when received by a network providor. In addition, the ACA (affordable care act) requires all health plans to cover breastfeeding services and supplies without cost sharing. why are they holding me liable to pay $250 one year after they sent me product.?Desired Settlement: I do not want to be held responsible to pay $250.00 to Bryam Healthcare.

Business

Response:

The business has responded. Please see below:We have received the complaint for Aetna beneficiary [redacted] concerning her breast pump supply with a ship date of 8/**/2013. The claim for the beast pump was billed timely & denied by Aetna as non-covered on 9/**/13 & applying the balance of $252.50 as the patient’s responsibility. [redacted] has also attempted to have the claim reconsidered on 12/2013 to Aetna’s escalation unit with no change in their decision. We further confirmed on 12/**/14 from [redacted] at Aetna) that the plan had sent the EOB (explanation of benefits) notice to the member confirming the denial of the breast pump and applying the balance to the member’s responsibility on 9/**/2013. [redacted] also confirmed that the claim was originally denied for non-covered & did not meet the medical necessity requirements by the member’s individual plan; reference # for the call is [redacted] As a patient advocate, we have decided to write off this balance. This claim is not at a zero balance. I hope this response clarifies [redacted]’s concern related to her breast pump supply order. If there are any additional questions or concerns, please contact me directly at ###-###-####.

Review: Byram Healthcare is the company that supplies me with my medical supplies that are needed on a monthly basis for the rest of my life. They are absolutely horrible at sending timely bills, but I have been able to keep up with their requirements for two years, until last month. A $10.59 bill flew under my radar and got sent to collection (internal within Byram), so I called to pay the bill. The woman I was forced to deal with was rude (including refusing to take my payment), so I told her to send me a bill and I will pay it through the mail and hung up. They did not send a bill, so I had to call back, hoping to get someone else, but she is assigned to me so I am not allowed to speak to anyone else. She continued to be derogatory and rude ... and refused a second time to accept my payment over the phone, because she thought I was rude. I need to place an order before the end of the year when my insurance deductible resets. At one point, I became frustrated and asked to speak with her supervisor, which she refused because she "didn't want to waste her supervisor's time". The last thing she said to me was that she was putting me on hold to wait for her supervisor to get out of a meeting which "could take a couple of hours." She then put me on hold ... her way of hanging up on me without really hanging up. There are limited options for the types of supplies I need, but this company's practices are atrocious over $10.59 (plus an additional $12.53 penalty!!!!!!) I can't imagine how they must treat someone who owes real money.Desired Settlement: Byram should provide proper training to its associates to handle situations like this better, and should evaluate why bills take so long to be issued. I had to use another provider to fill my December order, at a higher out-of-pocket cost to me ($95). Byram should also reimburse me for the difference. I would also simply like to pay my $10.59 bill.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,