CarePoint Medical

This letter is in response to your complaint with the Revdex.com of Virginia, complaint ID [redacted] First, I would like to apologize for any inconvenience you feel you were caused At CarePoint, we are truly dedicated to the satisfication of our customers and always providing quality products At your request, you have now been removed from our mailing list and your order has been canceled We would like to help you with any product needs you may have If you would like, call our customer service department at [redacted] Otherwise, if you have any concerns or questions regarding your complaint, please feel free to contact me directly at [redacted] , extension*** Sincerely, [redacted] Director Compliance and Auditing

Dear [redacted] ***, This letter is in response to your complaint letter to the Virginia Revdex.com, complaints # [redacted] , first I would like to apologize for any inconvenience you feel you have been caused It is understanding that you are upset at the price of the /> ED pump and [redacted] back brace and feel you should not be responsible for the balance, which is your coinsurance balance through your insuranceUnless you qualify for financial hardship, we cannot waive your coinsurance or deductible chargedHowever, as [redacted] explained, we can offer you a discounted price I would also like to explain that the back brace and ED pumps you find for retail on the internet are not the same as the ones approved by [redacted] for coverage by insurance It is my goal to resolve this complaint in the best way possiblePlease feel free to contract me at [redacted] , extension *** Sincerely, [redacted] ***

Dear [redacted] ***, This letter is in regard to your complaint # [redacted] , with the Revdex.com of VirginiaI do apologize for the misinformation by your Sales RepresentativeHe has been given corrective action I also want to apologize for the statement you receivedI can assure you that there is a $balance on your account, and the statement you received must have gotten crossed in the mail If you have any more questions regarding your account, please feel free to contact me directly at [redacted] extension *** Sincerely, [redacted] Director Audits and Compliance

Horrible experience with this company My mother was tossed back and forth between her insurance company and CarePoint AKA DontCarePoint After spending a day being tossed back and forth myself I finally reach *** [redacted] informed me of a "glitch" they currently have in their system I inquired more about the "glitch" and it turns out this glitch was actually [redacted]  pulling their contract on this company (probably something to do with their HORRIBLE customer service) When I said "why didn't you call my mother and let her know about this so called glitch", [redacted]  answer was (and get ready for this) "Do you expect us to call our 100's of clients about this issue...it would only confuse them"The word WOW came to mind when I heard her answer but I instead said "yes I would expect for you to be transparent to to let people know that they may not be covered under their currently insurance because you lost that contract" With that said if you are getting no where with this company or your insurance company right now ( [redacted] ), its because they are losing contract with insurance companies I'm not surprised I don't want to work with them either Horrible company

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have not received any phone calls indentifiable to CarePoint Medical since I spoke with them lastWill my insurance company be reimbursed and will they send me a mailer to return the brace? I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me providing the above is addressedI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected],
*** ***
The customer called the office today to say that the refund should be processed by March 11, and to call her insurance company to make sure that it went throughShe is satisfied with that and for now considers this matter closedHowever, the customer was very disappointed that it took called the Revdex.com to reach out to the business to let them know that she was unhappy with the way the transaction occurred, and the business should have been more responsible in the beginning to ensure their customer were taken care of and not duped just to make the business moneyIf the business had been honest and upfront with their customer, they wouldn’t have to go through this hassle now of refunding something that should have had no cost anyway

Dear ** ***
This letter is a follow up regarding your complaint with the
Revdex.com of Virginia #***Thank you for bringing this issue to our attentionAt
CarePoint Medical, we truly dedicated to customer satisfaction and quality
productsI just
want to assure you that we have received your
returned back brace and had started the refund to your insuranceOnce the
refund is complete, your balance will be $I apologize for any
misunderstanding or miscommunicationIf you have any questions of concerns please feel free to
contact me directly at ***, extension ***Sincerely,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Dear ** ***,
This letter is in response to your complaint # ***, with the Virginia Revdex.comI apologize for any inconvenience you feel you were causedAt CarePoint, we are truly dedicated to customer satisfaction and quality productsThe delay in getting your pump
was based on insurance and physician order*** Insurance does not allow shipping of product until delivery of your babyAlso, in order to provide you with a breast pump, your physician has to sign an order for the pump, which we did not receive until March 10, We shipped your pump that same day and the tracking number shows it arrived on March 13, Again, I apologize for any inconvenience and hope that your complaint has not been resolvedIf you have any questions or concerns, please feel free to contact me directly at ***, extension ***Sincerely,
*** ***

Dear ** ***:
We are in receipt of your email dated February 18, regarding a complaint you receive from one of our customersThe customer expressed concern about a mail piece she received from us in which she felt it could be interpreted as an official notice from
Medicare.
We appreciate this customers concerns and her contacting the Revdex.comAt CarePoint Medical, we always want to be clear in our marketing and never want, or intend, to mislead the readerIn fact, prior to receiving this concern from the customer and as part of our on-going review process of all of our marketing, we made the decision to revise the language on this marketing piece, to make sure there is no misinterpretation in the futureThis mail piece, with the revised language, will be in the mail shortly
This customer also made the point that one of the phrases in the marketing piece may make people feel it might have been prompted by information from their doctorLet me reassure you we do not contact customers unless they contact us first in response to the marketing piece they have receivedUnless the customer contacts us and provides us with their doctors information, we have no way of knowing who their doctor might beIn addition we strictly comply with all HIPAA regulations which require us to keep all customer information confidential.
A last question this customer raised was how we got her name and address? Like most marketers today, we acquire mailing lists from third party list providersThat is how we acquired this customers name and addressWe are always willing to remove any customers name and address from future mailings if they will notify us by email or mail regarding this request.
Again, we appreciate you contacting us with the customer's concernWe always want to understand any comments a customer might have regarding our marketing, our products or servicePlease feel free to contact me any time should you or the customer have additional comments or concerns
Sincerely,
*** ***
Director of Compliance and Auditing

Dear ** ***,
This letter is in response to your complaint with the
Richmond Revdex.com, complaint ID ***I apologize for any inconvenience you feel
you have been causedAt CarePoint, we are truly dedicated to patient
satisfaction and quality products, and in no
way want to inconvenience you
As requested, I have removed you from our mailing list
Please understand that it may take up to days to take full effect
If you have any questions or concerns, please feel free to
contact me at ***, extension ***
Sincerely,
*** ***

Check number *** was cut and sent out on 7/17/

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

A [redacted] ticket has been created for the pick up of the brace. Once we receive the return brace, all monies paid will be refunded.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The customer called our office to say that Care Point Medical lied to her as well as our office this refund has not been processed to medicare as of today.

CarePoint sends a refund request to [redacted] and [redacted] retracts their payment from a future remittance. The refund is in [redacted]'s hands now. The actual payment retraction could take up to 90 days. Our refund request was done on February 6, 2014.

Horrible experience with this company. My 73 mother was tossed back and forth between her insurance company and CarePoint AKA DontCarePoint. After spending a day being tossed back and forth myself I finally reach [redacted]. [redacted] informed me of a "glitch" they currently have in their system. I inquired more about the "glitch" and it turns out this glitch was actually [redacted] pulling their contract on this company (probably something to do with their HORRIBLE customer service). When I said "why didn't you call my mother and let her know about this so called glitch", [redacted] answer was (and get ready for this) "Do you expect us to call our 100's of clients about this issue...it would only confuse them". The word WOW came to mind when I heard her answer but I instead said "yes I would expect for you to be transparent to to let people know that they may not be covered under their currently insurance because you lost that contract".
With that said if you are getting no where with this company or your insurance company right now ([redacted]), its because they are losing contract with insurance companies. I'm not surprised I don't want to work with them either.
Horrible company.

Revdex.com:
So they now have issued a refund to my insurance company after trying to send me another bill? This was only done because I complained again? This company should be reported for shoddy business practices. That...

is terrible!!! I returned that brace per the last complaint time frame and my insurance company was to be reimbursed at that time.
 I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

This letter is in response to your complaint with the Revdex.com of Virginia, complaint ID[redacted].  First, I would like to apologize for any inconvenience you feel you were caused.  At CarePoint, we are truly dedicated to the satisfication of our customers and always providing quality products....

 
At your request, you have now been removed from our mailing list and your order has been canceled.  
We would like to help you with any product needs you may have.  If you would like, call our customer service department at [redacted].  
Otherwise, if you have any concerns or questions regarding your complaint, please feel free to contact me directly at [redacted], extension[redacted].
Sincerely, 
[redacted]
Director Compliance and Auditing

Dear [redacted],
We appreciate your initial purchase of [redacted] and we are sorry you were unable to see a reduction in you Chronic Fatigue Syndrome symptoms by using this product. We also want to apologize for not providing a refund for this product earlier.
Please...

accept our apologies regarding this matter and the enclosed refund amount of $209.70. We hope this resolves any concerns, but do not hesitate to contact us if you have further questions or concerns.
Sincerely,
[redacted]