DASCO Home Medical Equipment

On 2/9/Ms [redacted] spoke to a representative at our CPAP Central location and inquired about ordering a specific mask and additional supplies It is noted that the Upgrade Fees in question were discussed in detail and Ms [redacted] agreed to pay and also agreed to a month shipment of said supplies The Upgrade fees come into affect on certain supplies where the cost of supplies exceed the insurance allowable Because Ms [redacted] requested a supply that carried the upgrade fee, said charge was applied to her order The store also carriers a variety of supplies that do not carry an upgrade fee to provide consumer choice These upgrade fees are above and beyond any copay or deductible that insurance may apply to claims and are not billable to insuranceOur call log shows calls made on 3/7/18, 3/9/and 3/29/ Voicemails were left on 3/and 3/9, Ms [redacted] spoke to a billing representative on 3/29/when the upgrade fees were explainedPayments will only appear on the Online Portal that are made through the Online Portal The $in question was sent to our Corporate office via mail; Dasco has indeed received said payment of $and applied it to Ms [redacted] 's account There is currently at $balance as all outstanding balances show paid in full

Attached you will find an itemized statement of the items, charges, amounts paid and dates applied to the account This should serve as a guide to how money was applied Upgrade fees are not billable to insurance; the particular items received cost more than insurance companies allow, so they are not subject to deductible or out of pocket maximumsThis is why the Explanation of Benefits does not show the same amount It is noted on 2/9/that the upgrade fees were explained in great detailIt is also noted that Ms [redacted] wanted to wait and see how long the supplies would last prior to ordering again due to the cost of the upgrade fees being higher than the insurance rateNot all items/supplies carry an Upgrade Fee; there is always a variety and choice when selecting suppliesIn an effort to meet Ms [redacted] halfway, Dasco is willing to refund half of the cost of the upgrade fees incurred, which would be $due to the misunderstanding Moving forward, Ms [redacted] now has the knowledge of how upgrade fees are applied, that there is the ability to choose supplies that do not carry an upgrade, and make decisions based on this information

the fees and structure were not explained to me in the detailed manner described by the businessI was told that the out of pocket amount would be higher because insurance covers it at a different level for the mask and nasal pillowsWhat I was not told is that they wouldn't even bill insurance for itThey knew they were exceeding the insurance contracted rate and therefore did not bill insurance for the full amount but billed me for the differenceBecause they did not bill insurance for this amount my out of pocket was not applied to my deductibleThis bothers me because I can get supplies online cheaper but insurance does not apply that to my deductibleI chose to get supplies through this company so that it would be counted toward my deductibleInstead I am paying them for these fees and they're still not being applied to my deductibleAnother problem that I have is that they knew that I was being charged this fee and told me that I should get nasal pillows (months supply) when I instructed them I would only change my pillows every monthThey told me I should have extra for just in case and I then wouldn't need to order more the next timeThinking that it wouldn't cost me that much I didn't make a big deal about itNow, because of these fees, those extra pillows are costing me $Now I am stuck with the premium nasal pillows even though I will get supplies cheaper from another company next timeAs far as my $payment I am still concerned about how that was allocatedI had a $balance prior so the entire amount of that payment should've been applied to invoice [redacted] On my next invoice it showed I had a past due amount of $23.24, meaning they only applied $of my payment to that invoiceI want to know where the rest of the money that I paid went as it is not reflected on my accountMy account currently has a $balance because I was told I would be turned into Collections if I didn't pay the amount by the due date even though we were in disputeI want a refund of $238.32, which is the difference between what my Health Insurance Company said I was responsible for and what I was charged by DascoI have attached documentation to support this response and the complaint

It appears patient is using Revdex.com complaint reporting to fulfill service order requests DASCO already followwith patient in December If further action is needed please reply to this complaint or contact us at ###-###-####

If you look at my CPAP usage since I received a use able mask during my Dr's appointment with OSU after my last sleep study you can see that I've been using it almost every night sinceI broke my mask and then called to try to get a new one between July and OctoberMy bills were being sent to an address of which I don't resideIf a driver was sent to pick it up I wouldn't have known because I do not reside at the address DASCO was sending mail to.My most recent sleep study, before last nights, was ion July 13th with Mt Carmel I didn't see my new doctor at OSU until October 20th My sleep study was sent to DASCO in July in order of them to send me a new maskDASCO called me and was about to send out equipment but then decided they had to wait until I saw my Drin personThe dates on Dasco's notes are valid in a previous set of non compliance but they are not correct when it comes to the situation I am complaining about.Again I did not receive a new mask until my in person appointment on October 20th with Dr [redacted] at OSUThere was a DASCO rep in office and they gave me the only mask they hadI believe DASCO needs to look further into this situationThis entire problem was not in regards to the march issues that they said in their response.Also in March, when I fell non compliant previous to July's sleep study, I had a shunt revision on my brain and then an episode of kidney failureI literally could not use my CPAP

Thank you for bringing this to our attentionThe paperwork to complete the refund to this patient was in an incomplete statusThe refund has now been completed and a check has been mailed on June 9, We have been in contact with the patient and family and believe that this is now resolved Sincerely, [redacted] ***

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

Dr [redacted] is a new doctor on my case. There is no way that his office was notified in May because my first visit with him was the visit on 10/20/17. He had no idea what was going on. In fact, the DASCO representative that happened to be at his office that day, had no idea about the fact that my account was in collections either. I did not receive/answer any collections calls days prior to the beginning of this BBB debate. The DASCO representative in his office that day was going back and forth between the room I was in and her computer. She gave me the mask so I could use my machine and try to meet the requirements of the trial I was in that started after the July sleep study. No one ever told me that the mask was "free of charge" therefore it was safe for me to assume that it was covered by insurance. If you speak to Dr. [redacted] you will see all the evidence required in his notes of that days visit. He encouraged me to wear the mask 24/7 until the end of the trial to avoid needing another sleep study.The whole reason I was at the appointment with Dr. [redacted] was because the DASCO representative I spoke to over the phone told me I needed to have an in-person Dr appointment before I could receive any supplies. This particular call came after a call FROM DASCO telling me they were going to send me supplies. This particular call came after the supplies didn't arrive at my door. This is also the call that I gave the DASCO representative the address at where I am currently living.I called after reporting this complaint to the BBB and asked if this could be resolved by returning the CPAP. I was told by the administrator that I could not return it. If I had known they wanted the CPAP back in order to avoid being billed-I would have given it back and gotten a new one via another sleep study. This whole situation is ridiculous. DASCO's inability to communicate properly within the company and leave notes on the account so other employees could see them is ridiculously awful. In fact, after this complaint started, I was prescribed a wheelchair and the DASCO representative was willing to deliver it the next day. The wheelchair ordered was the incorrect size so they had to see what they had in stock and call me back. They didn't call me back until about a week later and that was to tell me that the billing department told them they couldn't provide me with one.I hope that DASCO doesn't do this to patients who are sicker than I am. The elderly are at risk if they choose DASCO. DASCO has peoples lives in their hands and it is obvious by their google reviews that they don't do a very good job at it. I highly doubt that I am the first patient to file a complaint with the BBB.

To Whom It May Concern, A formal complaint was filed on Mr [redacted] ’s behalf by a Dasco employee on September 21st, At that time, his file was reviewed and on September 22nd, a refund for $was approved Mr [redacted] ’s credit card was credited on said day and he should see that credit in 2-business daysAn attempt was made on September 22nd to notify Mr [redacted] by phone, a voicemail was left so that we could explain what actions had been takenDasco considers the matter closed If any further information is required, please contact [redacted] at [redacted] ***Sincerely, [redacted] AR Manager Dasco Home Medical Equipment

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me Regards, [redacted]

Ms [redacted] was set up in office with a CPAP machine on 4/20/ At this set up she received an Elara small full face mask The usage download shows she began using the machine that same night It is not possible to utilize pap therapy without the mask The download shows the machine was used times between 4/20/and 4/26/ The usage then stopped, began again on 5/11/and then stopped on 5/22/ In mid-June we received an order from her doctor to change the pressure on the machine, this was completed on the same day Her insurance requires usage of 70% or better within the first days to continue payment This requirement was not met Usage began again in July but only lasted a few days Attempts to contact the patient regarding compliance and attempts to pick up the equipment were made on 5/1/17, 5/3/17, 5/5/and a driver was sent to address on 5/9/ Ms [redacted] was then billed for non-compliance and not returning the equipment Dasco was not receiving mail as undeliverable, there was no reason to believe mail was not being delivered The account was then sent to outside collections for non-payment While we understand that Ms [redacted] may have some frustration, the downloads on file show usage on the machine, therefore a mask was in her possession Outbound collection calls also go out times a week for all balances over days old If mail wasn't being received, the calls were being placed in an effort to collect The current debt owed is valid