CarePoint Medical

Review: I ordered a [redacted] in Style Advanced breast pump earlier this year. Due to the ease of working with CarePoint Medical, I referred numerous expectant mothers to your company. However, little did I know how incompetent this company is. CarePoint Medical's sales staff sent me the incorrect product. Once I contacted your company numerous times to advise of this I was told you would send me the correct one - once I made arrangements to send you the incorrect one back and I would not receive the correct pump until you received and scanned the product CarePoint Medical incorrectly sent.I had to provide my own shipping box and you arrangement for UPS to pick up the incorrect pump. Today, I received the "correct" pump and by that I mean you sent me the same exact pump I initially received. So this is wrong again. They were paid by my insurance company and apparently you did not have ANY issues accepting money. They just have issues now giving me what my insurance paid for. In my mind that is theft. I will be sure to refer this issue to my insurance to let them know CarePoint Medical are charging and accepting payment for pumps that you are not providing. So what I want done, which is only asking for something you have already been paid for. I want the correct (I repeat CORRECT) pump sent to me with one day shipping at CarePoint Medical's expense. Then once I receive my correct pump will I send the incorrect one back. I wanted to verbally express my complete disappointment in this lackluster performance by this company.Desired Settlement: So what I want done, which is only asking for something you have already been paid for. I want the correct (I repeat CORRECT) which is the [redacted] in Style Advance pump sent to me with one day shipping at CarePoint Medical's expense. Then once I receive my correct pump will I send the incorrect one back.

Business

Response:

This complaint has been resolved. [redacted]

Review: The products were sold with the assurance from the sales person that there would be no out of pocket cost, that they checked and all costs would be covered by health insurance. In fact I was billed $122 dollars. When I called to

request correction I was told that the salesman should not have warranted the no cost offer. I was then offered an $86.00

settlement charge, a 30% discount. I paid that amount. I am now being billed another $36.86. Customer service will not

respond to calls.Desired Settlement: Settlement amount was paid and received. No additional payment should be requested.

Business

Response:

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,

Director Audits and Compliance

Review: I received a letter in the mail to call the company about a back brace. When I talked to the sales person, he said that my insurance would pay the entire bill, so I told them to order it. He said to call my doctor so get the prescription filled and my doctor did not want me to get the brace because he said that it would make your back weak. After talking more with my doctor he said that it was okay to use only once in awhile. I received a bill for $187.10, which I was not suppose to have to pay. I called and talked to the company, they said the minute that I called and talked to them that I authorized the full payment. Also, I did not realize that the back brace was one that you could probably buy at [redacted] for $40 or $50. They charged the insurance company $736.44, that is crazy. I feel that they are very misleading with their phone authorizations. These people are taking advantage of the disabled and retired people on [redacted] by making them believe that they do not have to pay any copay.Desired Settlement: I want my bill cancelled. I will not pay this bill.

Business

Response:

I apologize for the delay in repsonding, I was waiting on actual resolution. Customer service department did contact the patient and issued a pick up ticket, back brace has now been returned, and refund is bring processed to his insurance.

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 has concerns about how he will find out about the refund and when it has gone through.

Review: I continue to receive market material on health care products I do not want or need and I've called more than once and asked to be taken off the mailing list because i'm not interested nor do I want to continue receiving materials from this company.Desired Settlement: I want to be taken off their mailing list and not contacted anymore. I am in a wheelchair and I do not need knee braces or back braces because I can not walk and never will again.

Business

Response:

Dear [redacted],

This letter is in response to your complaint with the

Richmond Revdex.com, complaint ID [redacted]. I apologize for any inconvenience you feel

you have been caused. At 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 30 days to take full effect.

If you have any questions or concerns, please feel free to

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

Sincerely,

Review: The company contacted the customer regarding a back brace. She was sent a brochure and the company then contacted her Doctor to obtain a prescription for the customer. In numerous conversations with the company, the customer stated she had NO money to pay for the brace. [redacted] paid for the brace, her secondary insurance denied the claim, leaving the customer with a balance of $195. As soon as [redacted] delivered the brace the customer returned it. The company then sent it back to her again. They refuse to accept the brace as a return. In addition, the second delivery to the customer she missed and had to go to a [redacted] store where she was told she was the fifth person to come in and attempt to return something to this company. In trying to communicate with the company about returning the item, they were very rude. She called [redacted] to get some feedback and they instructed her to return the item. She returned the product again two days ago. There are several issues here, the main issue is that she continuasly told the representative in several conversations she had no money and it would have to be completely free of charge. Now she is left with a balance of $195. Desired Settlement: The customer would like the balance dropped and the company to accept the return of the product. After this experience, she no longer wants to deal with the company at all.

Business

Response:

Dear [redacted]

This letter is a 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 truly dedicated to customer satisfaction and quality
products.

I just want to assure you that we have received your
returned back brace and had started the refund to your insurance. Once the
refund is complete, your balance will be $0.00. I apologize for any
misunderstanding or miscommunication.

If you have any questions of 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: [email protected].

Regards,

The customer called the office today to say that the refund should be processed by March 11, 2014 and to call her insurance company to make sure that it went through. She is satisfied with that and for now considers this matter closed. However, 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 money. If 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.

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 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.

Business

Response:

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.

Review: I was contacted via [redacted] by Carepoint Medical about a device that when worn would alleviate most if not all back pain. Having suffered for years with this malady, I read through the information Carepoint provided and opted to send for this device. It was my understanding that upon submitting all pertinent, perfonal information regarding primary care physician name, address and telephone number and my health insurance information that the company would do the legwork and see if they could get me approved for this device through my insurance provider with little or no cost to me. This was approximately 3 months ago. Since this time I have received 2 emails dated 9/5/14, the first indicating a customer account had been created for myself along with the username and password for that link to "my" account. I have emailed the company to inquire the status of my order and when I received no response to that - called them directly. The representative acted surprised, I could hear shuffling papers and she asked me for the exact same information I had entered on the website and that she needed to "record my verbal authorization" to contact my medical professional(s) and insurance provider to which I responded. yes. Since that time, I have received nothing but a letter dated 10/6/2014 stating that CarePoint Medical had submitted a claim to my insurance provider . It is stated in the second paragraph of the letter "THIS LETTER IS ONLY FOR YOUR PERSONAL RECORDS AND YOU DO NOT NEED TO DO ANYTHING, OR CALL CAREPOINT MEDICAL, unless you have a question regarding your product that you wish us to answer. Thank you very much for allowing us to assist you in improving your health."

Needless to say - I am quite suspicious since I have neither heard from CarePoint, my doctor or my insurance company asking for or providing any information about this so called "device" and I am concerned that I have given cart blanche to these folks with my personal health information to do as they wish.

I need to know what the status is and to please ask them not to send the product and return any monies paid by my insurance company for something I neither want now nor have received.Desired Settlement: For CarePoint to cease working on this matter on my behalf - if indeed they ever have been, and to send me a letter so that I have confirmation in writing that this matter is settled and done and that I will be taken off the sales list and no "device" will be sent to my home or otherwise. I am not interested.

Business

Response:

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,

Director Compliance and Auditing

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: I have Chronic Fatigue Syndrome I read the literature about [redacted] which included a guarantee that it would do all it promised or I would get all my money back. I ordered the "best deal" for $199.75. It came. I tried it. It didn't work; in fact, it did just the opposite. I returned the product via [redacted]. I allowed a few weeks for them to process my refund. After almost a month went by, I called them. A young lady told me that their receiving department had no record of the return. I didn't have the tracking number handy so I had to call back the next day. A young man spoke with me and when I gave him the tracking number, the receiving department magically found the returned product. I was told that my refund would take 7 to 10 business days to process. I waited. Two weeks went by. I called again. The young man checked and said that I'd get my refund in 7 to 10 business days. I waited. Two more weeks went by. I called again and was told again that I would get my refund. I told them I was tired of waiting and I would contact the Revdex.com and complain if I didn't get the refund that was "guaranteed". Tomorrow will be two weeks since I spoke with them and, no, I do not have my refund; and, yes, I check my bank account daily.Desired Settlement: I would like my refund. Asking for an apology for the long delay and run-around seems a bit much to ask, but after being told that they never received the return only to magically find it once I produced the tracking code (thanks to [redacted]) strikes me a somewhat more than deceitful.

Business

Response:

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,

Review: My husband and I have made 4-5 phone calls to the company requesting the completion of an order for a breast pump that I ordered months ago. I was told to simply call back after my daughter was born and I would receive the breast pump within 3-5 businesses days. My daughter was born 5 days ago and I have still not been able to speak to anyone expect receptionists who tell me that they will pass on the information to someone who will help me. I am still waiting. My daughter is losing weight and her pediatrician recommended that I begin pumping in order to increase her number of feedings. The negligence of this company is putting my newborn at risk.Desired Settlement: I want the company to deliver the breast pump as ordered.

Business

Response:

Dear [redacted],
This letter is in response to your complaint # [redacted], with the Virginia Revdex.com. I apologize for any inconvenience you feel you were caused. At CarePoint, we are truly dedicated to customer satisfaction and quality products.
The delay in getting your pump was based on insurance and physician order. [redacted] Insurance does not allow shipping of product until delivery of your baby. Also, 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, 2014. We shipped your pump that same day and the tracking number shows it arrived on March 13, 2014. Again, I apologize for any inconvenience and hope that your complaint has not been resolved.
If you have any questions or concerns, please feel free to contact me directly at [redacted], extension [redacted].
Sincerely,