CarePoint Medical

Dear [redacted],
This letter is in regard to your complaint #[redacted], with the Revdex.com of Virginia. I do apologize for the misinformation by your Sales Representative. He has been given corrective action.
I also want to apologize for the statement you received. I can assure...

you that there is a $0.00 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 [redacted].
Sincerely,
[redacted]
Director Audits and Compliance

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 insurance. Unless you
qualify for financial hardship, we cannot waive your coinsurance or deductible
charged. However, 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
possible. Please feel free to contract me at [redacted], extension [redacted].
Sincerely,
[redacted]

Dear [redacted],
This letter is in response to your complaint to the Revdex.com, case #[redacted]. I apologize for any inconvenience you feel you may have been caused. At CarePoint, we are truly dedicated to customer satisfaction and providing quality products. It is not our...

intention to cause you any "undue physical and emotional stress."
As requested your order was canceled on 3/29/2014, and you have also been removed from our mailing list. Please allow 30 days for the removal to go into full effect, there may be something crossed in the mail. If you received anything, please disregard.
If you have any questions, please feel free to contact me at [redacted], extension [redacted].
Sincerely,
[redacted]
Director Compliance and Audits

We would like to resolve this issue, if patient would stop disconnecting the phone calls, we could come to a resolution. We would be willing to accept the return. As of today, we have not received her brace back.

[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 last. Will 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 addressed. 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]

I have attached account notes from this patient account. CarePoint did not contact her initially. However, she did have multiple attempts to retrurn her brace, but we were not able to identify the person calling with HIPAA questions. I am having customer service contact her today to set up return.

Review: I object to the fact that this mailing gives the appearance that It is an official notice from Medicare. I strongly think that this fact may make many elderly people with back pain respond and buy something that they don't need. Using the phrase "We have been trying to reach you", may also make people feel that this might have been prompted by information from their doctor. My other concern is the question of how they got my name and address.Desired Settlement: Stop them from insinuating that the mail is from medicare.

Business

Response:

Dear [redacted]:

We are in receipt of your email dated February 18, 2014 regarding a complaint you receive from one of our customers. The 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.com. At CarePoint Medical, we always want to be clear in our marketing and never want, or intend, to mislead the reader. In 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 future. This 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 doctor. Let me reassure you we do not contact customers unless they contact us first in response to the marketing piece they have received. Unless the customer contacts us and provides us with their doctors information, we have no way of knowing who their doctor might be. In 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 providers. That is how we acquired this customers name and address. We 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 concern. We always want to understand any comments a customer might have regarding our marketing, our products or service. Please feel free to contact me any time should you or the customer have additional comments or concerns.

Sincerely,

Director of Compliance and Auditing

Review: My father ([redacted] who is ** years old) phoned CarePoint to order an erectile dysfunction product after viewing an advertisement that said it would be free to the recipient and that [redacted] would pay for the product. However, when the product came in the mail and my father opened the box to see what it was, he realized that he did not want the product and has no use for it. He returned the erectile dysfunction product to CarePoint with a note saying "I did not know what this item was so am returning it to you. I opened and closed the container to return it. Don't charge me for it. [redacted]" CarePoint refused to accept the returned item and sent it back to my father, [redacted].

My father is distressed that CarePoint refuses to accept the returned product and does not know what to do. He asked that I help him and so I am contacting you on behalf of my elderly father who is being preyed on by this company.

Order # [redacted]

Date: 11/07/2013

Item # [redacted] ED pump battery Kit encore Retail price $530.00 Estimated 2nd Insurance Responsibility $106.00Desired Settlement: Accept a cancellation of the order and accept a return of the item (#[redacted] ED pump battery kit encore)

Business

Response:

Contacted patient and set up the pick up for this product. Insurance did not pay for the product so there is no refund due.

Review: Hello: My name is [redacted]. This is my complaint to Care Point. Carepoint will not work with you and your problem. People with ED Dysfunction want to believe that they have something that will work for them. There are a unknow number of people with ED Dysfunction. Carpoint will build you up for a big let down. You can call Care Point to let them know that this product can not work because the parts are to small. And to hard to fit the body. Care Point will tell you that you open the box and we can not take a return. Because you did open the box. How can you try something out if you dont take it out of the box. This is a statement from my doctor. Giveing his viewpoint. [redacted]Desired Settlement: The five hundred dollars: that was bill to [redacted] to return back to the [redacted] account. I am not asking for the money there will be another important time. The money would do some good. Next time. Don't let these people get away with this. Thank you.

Business

Response:

Dear [redacted],

This letter is in regards to your complaint with the Revdex.com. I apologize for any inconvenience you feel you were caused. Unfortunately, Carepoint’s refunded policy is set due to the hygienic nature of the product. Once the deal has been broken, we are not able to do a return or a refund. A copy of the refund policy was sent to you with your product, and is also [redacted].

We would like to help you out with this and have a couple of different options. We can have someone guide you through the use of the product and we can also send you different size rings to make the product a better fit for you. If you would like to pursue one of these options, please contact out customer service department at [redacted], and ask for customer service.

If you have any more questions or concerns, please feel free to contact me directly at [redacted], extension [redacted].

Sincerely,

Consumer

Response:

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,

The customer did receive an additional ring after finding the original one was to small. The original ring caused excessive pain and the customer was unable to use the products as it is intended to be used. However, the new ring he was sent is the same size as the first ring. Thinking it may be different the customer did try and use the ring but it caused so much pain he almost had to cut it off with a knife. He was able to grease the area enough to successfully remove the ring before having any lasting damage take place. With the product that he was given he is unable to perform in a way he should be able to, if it worked properly. However, it does not and causes pain and embarrassment to have to reach out to someone else to try and have this problem fixed.

Business

Response:

Spoke to [redacted] over the phone. At this stage the business is willing to offer larger size rings as well as a larger size cylinder, to try and resolve this concern.

Review: the company contacted me and told me that I was eligible for a product , a back brace, at little or no cost to me. I had laser spine surgery so I imagine that is how they found me. They told me that my insurance company covered the brace so I agreed to try it. They have been trying to collect money from me ever since. The other day I received an invoice for [redacted] back brace balance of $124.67 and also billed for a deductible of $100. I did not agree to this and when I called they denied telling me that I was eligible at no cost to me. I am on disability and worker's comp who just reduced my monthly payments by almost $500. I can not afford this brace and do not want to give this company any money. They have been reimbursed enough through my ins company. Retail price $1,350 esimated 2nd insurance responsibilty $270.My insurance company sent them $498.68. This in itself was a ridiculously high price for this brace. False advertising and misleading the customer should be prohibited.Desired Settlement: I do not want any balance due to this company. They should also have to check with customer's insurance company before sending out the product and telling the customer exactly what their cost will be. I would be willing to send it back if they reimbursed my ins company as I get no value from wearing it the few times I have worn it.

Business

Response:

We would like to resolve this issue, if patient would stop disconnecting the phone calls, we could come to a resolution. We would be willing to accept the return. As of today, we have not received her brace back.

Consumer

Response:

[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.]

I have not received any phone calls indentifiable to CarePoint Medical since I spoke with them last. Will 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 addressed. 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,

Business

Response:

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.

Consumer

Response:

[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.]

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. 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,

Review: Someone from their company called me back in approx. June, 2013 regarding a back brace for my back. I was told that my insurance co would pay for it, so I approved one. I received it in July 2013.

I then, receive a bill from their company this month (December 2013) for almost half of what the brace cost, because my insurance only covered part of it. Apparently it was written in some small print somewhere when I received it, that I would have to pay whatever my insurance does not. This was not told to me, when they originally called. They made it sound like it would be paid for in full. I then told them that I have not used it and would return it to them. I was told that it was past the 30 days that I had to return, and that they would just send it back to me. I received this item in July 2013, but did not receive a bill until December 2013. Way past the 30 days I would have been able to return it. I think this was very deceitful on their part. I believe people should be warned about this Company and what I consider to be a scam. Because when they call you, they make it sound like the item will be paid for in full. Then you don't receive a bill until it is to late to return it. Unless you want your credit messed up, you have no choice but to pay it. I will spread word in every way possible warning people to hang up on them if they ever call them!

Thank you,

[redacted]Desired Settlement: I don't believe I should have to pay for it, or I should be able to return it.

Business

Response:

January 9, 2014

Re: Revdex.com complaint # [redacted]

Dear [redacted],

This letter is in response to your complaint filed with the

Revdex.com of Virginia, complaint number [redacted]. First, I would like to apologize for

any inconvenience you feel you have been caused. In order to accurately respond

to your complaint, I will need to correct some mistakes in your complaint. We

received a call from you on May 8, 2013 requesting a [redacted] back brace. After

speaking with you and getting your permission, the Customer service

representative ran your insurance for eligibility and found this was a covered

item, however, you had a deductible and coinsurance. Your $400.00 deductible

was met, but you were responsible for a 40% coinsurance which is $381.57

balance you were recently billed for. You received the back brace on July 2,

2013, and we were paid $572.36 in September.

In the package you received from us, the return policy

states that an item must be returned within 30 days for a refund. Your letter

to the Revdex.com states that you do have not used it. If the package is unopened, I

would be more than happy to allow you to return the back brace. Once returned,

we can refund your insurance, and your balance will be $0. At Carepoint, we are

truly dedicated to customer satisfaction and quality products and want to be

able to help you with your healthcare needs. If you truly don’t use the back

brace and have not used the back brace and would like to return it, please

contact me at [redacted], extension [redacted].

I look forward to speaking with you soon.

Sincerely,

Review: I am on a fixed income. CarePoint contacted me to provide heath items. They said the cost would all be covered by [redacted] and my secondary insurance and no cost to me. They sent me an ED Pump on 5/30/2013 and a [redacted] on 6/10/2013. On 4/17/2014 they billed me for $510.32. I found the exact items they had supplied and compared the prices I would have had to buy them at to what Carepoint charged. The ED pump can be bought for $212.85 , Carepoint got $ 344.06 from [redacted] and now they want an additional 147.45 from me. The Back Brace can be bought for $238.00, the got $846.70 from [redacted] and the want an additional $362.87 from me. In summary they bough products for a maximum of $450.85, they reaped $1190.76 for my insurance company, and now they are dunning me for $510.32. They want more money from me than they spent originally paid for them after promising I would never having to pay anything. These crooks should put out of business for deceptive business practices. They offered to reduce my bill by 10% as if they were doing me a favDesired Settlement: Quit billing me! I don't owe them anything. They have already made a huge profit and lied to me originally. If I had known they ran that kind of shell game I never would have done business with them originally - I would have bought the products personally.

Business

Response:

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 insurance. Unless you

qualify for financial hardship, we cannot waive your coinsurance or deductible

charged. However, 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

possible. Please feel free to contract me at [redacted], extension [redacted].

Sincerely,

Review: I have parkinsons disease and walk with a walker and have a $1,000 a month income from ss. care point mailed an advertisement that said I could get a leg brace that could make me walk better at no or little cost to me and followed up with a phone call. they sent the brace and I never used it, too big and I could not put it on because of my disease. they were paid $814.98 from united healthcare and billed me $554.41. this brace can be bought for under $90 locally. I notified united healthcare of this. care point never told me what the cost would be. they said the insurance would take care of it. now they keep sending me bills for the $554.41. I told them that I would send the brace back to them and to stop bothering me but they said it was too late because it is over 30 days since I received it. the brace is still in the original package unused.Desired Settlement: take what the insurance gave you and do not bill me for your over priced brace. I am old and can not take this anymore.if you want the brace back credit united healthcare $814.98 and I will send it back. I have no use for it.

Business

Response:

January 25, 2014

Dear [redacted],

This letter is in response to our complaint #[redacted] with the Revdex.com of Virginia. It is my understanding that a pick up for the knee brace has been scheduled. Once the return is in house, we will send a refund to our insurance and your balance with be $0. I apologize for any confusion on our end. This is not typical CarePoint practice.

If you have any questions regarding this, please feel free to contact me at [redacted], extension [redacted].

Sincerely,

Review: I was solicited by phone and by mail by a representative of CarePoint Medical stating that they had a back brace that would be no charge to me that would help pain in my back. They stated it would be NO CHARGE to me whatsoever! I questioned this each time I spoke with them which ended up to be several times. I had my doctor fill out forms to receive the back brace (based on surgery and prevailing continued pain) as per their conditions. I received the back brace in July and my insurance company paid them $755.52 for the brace. I contacted them in August to let them know the brace did not fit properly and a representative stated that all I need to do was adjust the ties. I also, again, asked if there was any problem in the brace being "no charge" to me ... again stating that if there is any charge I cannot afford it as I am on fixed income with [redacted]. I was AGAIN told that everything was alright and there would not be any charge to me. I never wore the brace and kept it in it's original box wrapped with the original plastic wrappings. I never received a bill or any communication from the company until 12/12/2013 when I received a bill for $192.74 (account[redacted]). I immediately called them telling them about my promises from the company. They refused to take the brace back stating I owed them the money. I sent the box back in the original packaging with a letter containing my communications with them and their promises. Never once did they state that I had to send it back in 30 days from the time I received it ... not even when, within 30 days, I contacted them stating it did not fit properly and re-iterating that I could not pay for it unless it was absolutely free or I would return it. I was misled from the beginning. Now, they have taken the product back, signed for it and received $755.52 for it and yet they want money from me. I cannot and will not pay for something I do not have. I feel this is fraud!Desired Settlement: They should return the money to my Insurance Company and stop billing or contacting me.

Business

Response:

Dear [redacted]

this letter is in response to your Revdex.com complaint [redacted], that I received today, January 21, 2014. I assure you this in not usual practice for CarePoint. we are truly dedicated to customers satisfaction and quality of our products. I apologize for any miscommunication between you and our company. we did receive your back brace back on January 8, 2014. we are processing a refund to your insurance.

If you have any questions or concerns about this matter please feel free to contact me directly at [redacted] ex [redacted]

Consumer

Response:

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,

Review: I ([redacted]) received an adversitment from CarePoint Medical about ordering Diabetic Shoes using my [redacted] and other medical insurance. I called the company and provided all requested required information. I was told I would be contacted by [redacted] to set up an appointment for a fitting. After two weeks of not hearing from [redacted] I called CarePoint back. The representative assured me [redacted] would be contacting me. After two more weeks and numerou e-mails I have still not heard from Care Pointi concerning my request.Desired Settlement: Ingormation for Revdex.com use. I wouls also appreciate CarePoint calling me to explaing why they failed to return my calls or respond to my e-mails

Business

Response:

We were never able to get a signed Physician's order for this patients shoes. We had our Sales Rep call [redacted] to explain. [redacted] has now canceled his order.

Review: THE COMPANY HAS SENT ME A LETTER CONTAINING A PHONE STATEMENT IN WHICH I ACCEPTED THEIR OFFER TO TRY THEIR PRODUCT AS PER A MAILED INVITATION CLAIMING THAT MEDICARE WOULD PAY ALL CHARGES FOR THEIR PRODUCT AFTER REVIEWING THEIR PRODUCT AS DESCRIBED WITH PHOTO,I DETERMINED THAT THEIR PRODUCT WOULD NOT BE BENEFICIAL TO MY BACK CONDITION. I CALLED THEM BACK AND TOLD THEM TO --CANCEL -- MY PERMISSION TO ORDER THEIR PRODUCT AND NOT SEND IT TO ME FOR MY TRIAL AND OR APPROVAL. IT APPEARS TO ME THAT THEY ARE TRYING TO PRESSURE ME INTO ACCEPTING THEIR PRODUCT SO THEY CAN BILL ME FOR SHIPPING AND USE OF THEIR PRODUCT AND CAUSE ME UNDUE PHYSICAL AND EMOTIONAL - STRESS - WHICH,LIKE THEIR PRODUCT, I DO NOT WANT - OR NEED -!!!Desired Settlement: SELF EXPLANITORY NO FURTHER NOTICES FROM THEIR ORGANIZATION OR ANY CPLLECTION AGENCY I AM BOMBARDED BY OVER 600 LETTERS PER MONTH BY ORGANIZATIONS WHO DO NOT RESPECT THE DO NOT CALL OR CONTACT DIRECTIVES ESTABLISHED TO PROTECT THE DISABLED AND SENIOR CITIZENS.

Business

Response:

Dear [redacted],

This letter is in response to your complaint to the Revdex.com, case #[redacted]. I apologize for any inconvenience you feel you may have been caused. At CarePoint, we are truly dedicated to customer satisfaction and providing quality products. It is not our intention to cause you any "undue physical and emotional stress."

As requested your order was canceled on 3/29/2014, and you have also been removed from our mailing list. Please allow 30 days for the removal to go into full effect, there may be something crossed in the mail. If you received anything, please disregard.

If you have any questions, please feel free to contact me at [redacted], extension [redacted].

Sincerely,

Director Compliance and Audits

Review: This was supposed to have been resolved which would have included this company reimbursing my ins co for monies paid by them. I returned the back brace per instructions. I received another bill in the mail today. I owe them $0 and they owe my ins co $498.68 per their response to my last complaint. I tried calling the toll free # with no luck.Desired Settlement: Stop sending me bills and reimburse my ins co.

Business

Response:

Check number [redacted] was cut and sent out on 7/17/2014.

Consumer

Response:

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,

Review: I [redacted], am filing this complaint on behalf of my mother [redacted] In May 2013 someone from Carepoint called my mother regarding issues she is having with her back. During that conversation the person asked my mother if she wanted a back brace sent to her. According to my mother, she told the person "only if I don't have to pay for it." Sometime after that telephone conversation a [redacted] Back Brace was delivered to my mother in[redacted], Florida. A few weeks after that she received a bill for $383.39, her co-pay for a back brace costing more than $1200.00. I wrote a letter to Carepoint in April and explained to them my mother is nearly 90 years old and she did not understand what it was she was receiving nor did she understand there was a co-pay nor did she understand the 30 day return policy. This is why we are still dealing with this issue almost one year later. In this letter I requested a "return material authorization" from Carepoint. To date, I have not received a response from Carepoint. Carepoint continues to bill my mother for the $383.39.

I will state this for the record. I believe Carepoint is involved in some sort of medicare/medicade/insurance fraud. I say this because the back brace my mother received appears to be made out of some type of paper laminate. The $876.39 billed to medicare [redacted] is clearly outrageous.Desired Settlement: Return the back brace to Carepoint and to stop sending bills to [redacted]

Business

Response:

I have attached account notes from this patient account. CarePoint did not contact her initially. However, she did have multiple attempts to retrurn her brace, but we were not able to identify the person calling with HIPAA questions. I am having customer service contact her today to set up return.

Review: When the sales rep for Carepoint medical came to the house, I told him that I would only accept the shoes if the were free. That was on 10-09-13. The shoes were delivered on 11-25 and I heard nothing from the company so I called [redacted] in december to come and pick up the shoes. He said he would call me back, never to be heard from again. Called the company after the bill arrived on December 27th. They informed me that the 30day return was over.Desired Settlement: To return the shoes without cost to me

Business

Response:

I spoke to [redacted] form the business. she states that her records show that the customer's [redacted] called back on 1/17/14 and paid the balance of the shoes.

Consumer

Response:

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.
I am not happy with this company and paid the bill to keep our credit rating clean.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business

Response:

Dear [redacted],
This letter is follow up regarding your complaint with the Revdex.com of Virginia, #[redacted]. Thank you for bringing this issue to our attention. At CarePoint Medical, we are truly dedicated to customer satisfaction and quality products.
It is my understanding that a pick up has been scheduled for tomorrow 2/21/2014, for your diabetic shoes. Once your shoes are returned, we will refund both your insurance and your payment made to CarePoint.
if you have any questions or concerns, please feel free to contact me directly at [redacted], extension [redacted].
Sincerely,

Consumer

Response:

[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.]

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. 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,

I spoke with the customer and the refund has been received from the business.

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] 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.