Ephrata Medical Equipment

January 16, 2015As we have outlined in previous responses, EME worked very extensively with [redacted] ' insurance company, [redacted] specifically, to get this breast pump coveredAs we noted in our previous response to the complaint [redacted] filed with her insurance company, EME expressed concern that the customer service representatives at [redacted] that were giving out different information to [redacted] than the claims representatives at [redacted] were providing to EMEIn her January 8, letter to you, [redacted] recounted the transcription of [redacted] message (***) as "proof" of EME's unethical claims relative to her insurance companyHowever, as this transcription does is assign detailed claim numbers to the already confirmed claims process we acknowledged on 12/5/(see highlighted note on 1215/below)EME's billing manager worked directly with [redacted] to get this claim processed as an exception as stated in that same letterWe absolutely acknowledge that it was processed as an exception...which doesn't happen without extensive provider conversation/negotiation with the insurance companyThis particular claim was initially denied as not medically necessaryYes, it absolutely DOES falls on the customer not the provider, to dispute the coverage with their insurance provider relative to the specific level of benefits provided under their health planAfter [redacted] did her part to get the insurance company to reconsider the denial, it was then that [redacted] and my billing manager worked out the exception and got the service coveredIt wasn't until the covered benefits were exhausted that we resorted to billing the memberThe covered benefits are not nor have they ever been the issue relative to this caseIf I am interpreting the basis for [redacted] ' complaint, it seems she continues to deflect the blame back to EME for not processing claims properly or not getting paid by her insurance company appropriately for our service and therefore does not have any financial responsibility for the balance dueI have again included below some of previously submitted timeline facts to dispute [redacted] ' assertion that she is not responsible for the payments because EME didn't process her benefit claims properly with her insurance company, 12/5/EME was contacted by [redacted] and then told they were going to contact the patient's physician to secure any chart notes that might support medical necessity for the hospital grade breast pumpSubsequent to that, an authorization was finally approved but only for dates of Service July 23, thru December 23, EME submitted claims to [redacted] under that authorization and was paid for that benefit periodAt the same time, EME withdraws collection proceedings from [redacted] account and also writes off the rental charges for May, June and July of ($280,00) [redacted] notifies EME that beginning January 1, 2014, it will stop paying the rental on the pump and informed by [redacted] that [redacted] would be responsible for payments after that date1/10/EME contacted [redacted] and confirmed that it had notified [redacted] that she would begin to receive payment notices if she kept the pump or she had the option to return it2/18/ [redacted] calls EME and asks to have the pump picked up...evidence she wasaware she needed to pay or return the pump...EME issued [redacted] Call tag to have picked up at 11:that same day [redacted] indicated no one home when they get there to pick upEME has repeatedly shown that we exhausted all of the available covered benefits with her insurance company and that those claims were processed in accordance with the insurance company's claims submission protocol and that EME was subsequently paid appropriatelyAll of the current charges in question were assessed AFTER [redacted] notified EME that its member had reached the maximum benefit level for the breast pumpThere is nothing unethical about billing a customer for products or services, particularly and especially when the customer knew of the option available to avoid the chargesAgain, in consideration of the concerns that [redacted] expressed about the [redacted] issues, EME believed it was only fair to reverse those charges back to the point when [redacted] indicated the [redacted] problems began, certainly something that an unethical company would not even consider doingThe remaining balance due is not and never was an insurance claim/payment issue despite [redacted] continued assertion as to the reason she isn't responsible for the balance due, EME's ability and responsibility to file claims ended when the insurance company notified us that the maximum benefit was reached and that it also notified its member of suchEME then took the next appropriate step to notify [redacted] of her responsibilities regarding her options for keeping or returning the breast pumpI have seen no new evidence presented that indicates that EME mishandled her insurance benefits and therefore as stated previously, [redacted] ' request to forgive the remaining balance is denied.Sincerely,Stanley SDirector

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Thanks [redacted] All EME kept badgering was that my insurance company was refusing to pay and that they (EME) were refusing to continue trying to seek paymentSo, am I only being billed for having the pump AFTER I no longer needed it, under medical necessity? I'm confusedIf that is the case, then this is completely an unprofessional situationWhen I was told by EME staff that I was approved through pre-certification, the pump was delivered to me either that same day or the day after - basically, right awayI was told to just let them know when I was finished with the pump and they would arrange for it to be returnedI don't know if they meant that their driver would come out and get it, like it was originally deliveredOr if they would have a shipping company pick upI have children and a full time jobFor one, I did not know that I was to be home for [redacted] to deliver an empty box - I still don't know when that would have beenSecondly - even if EME wanted me to wait for days (??) for [redacted] to show at any given time, I could not haveI have to go to workMy children have appointments and activitiesWhat I was told was that [redacted] would deliver an empty, labeled box (MONTHS after I reported to EME that I was finished with the pump) and that I should package the pump and call [redacted] to schedule a pick up timeI did as I was toldIf EME expected that I should assume to wait at my home for an unknown day and time period for [redacted] to show with the empty box, then let's focus on that issueBecause that is an issueThe only delay was when I was out of town with my mother in law in the hospital (still, MONTHS after reporting that EME could pick up the pump)If EME wants to have a tantrum because I did not drive all the way to Ephrata to bring the pump back to them, then they should not charge me for thatI notified them as soon as I no longer needed the pumpThey informed me that they would handle having the pump returnedPeriod Regards, [redacted]

December 30, 2014Thank you for giving EME Medical Equipment an opportunity to respond to *** ***' concern about our service related to her breast pump invoicesEME has been dealing with this individual about this issue since May of She filed a complaint with her insurance
company *** *** *** (***) in November of alleging similar inaccurate information as is contained in this complaint to Revdex.com*** *** doesn't seem to want to accept that her insurance company initially denied us payment for this particular pump and her decision to keep it resulted in personal financial responsibilityUltimately, we were able to secure some payment for a benefit period authorized by her insurance company based on her plans benefit packageRather than recanting all of the background in that first communication, I have attached a copy of EME's response to the complaint she filed with her insurance providerAfter reviewing EME's response (also attached) to the complaint, *** concluded that there was no evidence to support *** ***' claim that EME engaged in any diminished standards of professional care.Here is the subsequent chronology of what followed after *** dismissed the complaint11/29/Based on the findings in the *** complaint, EME sent certified letter to *** *** asking her to either return the pump or pay any delinquent monthly rental charges on the pump12/5/EME was contacted by *** and then told they were going to contact the patient's physician to secure any chart notes that might support medical necessity for the hospital grade breast pumpSubsequent to that, an authorization was finally approved but only for dates of service July 23, thru December 23, EME submitted claims to *** under that authorization and was paid for that benefit periodAt the same time, EME withdraws collection proceedings from *** *** account and also writes off the rental charges for May, June and July of ($280.00)*** notifies EME that beginning January 1, 2014, it will stop paying the rental on the pump and informed by *** that *** *** would be responsible for payments after that date1/10/EME contacted *** and confirmed that it had notified *** *** that she would begin to receive payment notices if she kept the pump or she had the option to return it2/5/Pump still not returned and no response from *** *** so EME reactivated monthly rental charges with 1/23/ending date of service and sent invoice to *** ***2/18/*** *** calls EME and asks to have the pump picked up...evidence she was aware she need to pay or return the pump...EME issued *** call tag to have picked up at 11:that same day*** indicated no one home when they get there to pick up3/EME sends a box and a second call tag to have pump returned which *** confirms was left on her porch 3/13/*** *** claims that she never received the box so we sent out a second box and third call tag (approx$each).3/14/Received call from *** *** now indicating that her insurance company should be paying for the rental invoices, despite being notified by her insurance company that she would be responsible after January 1, if she kept the pump (refer to 1/10/our confirmation from *** she was notified to return or pay for it and 2/18/note above that she acknowledged she wanted to return the pump)4/1/After no response from *** *** by this date, EME attempts contact via phone and reached voice mailAssistant Director leaves detailed message regarding the return of the breast pump*** *** returns call and indicates that she never got the second box and accused EME of sending it to the wrong address so we sent out a third box and fourth call tag4/25/*** *** contacted by EME Billing office manager but had to leave voice message that the pump still hadn't been returned,
5/22/EME staff received voice mail from *** *** stating that she was sorry she had not returned the pump yet and she had received the new box with call tag, but her mother-in-law was sick and then passed away and they were out of town for several weeks5/27/EME finally receives the breast pumpI think EME has demonstrated that her complaint is unfounded, evidenced by our continued contact with her and her insurance company to utilize the benefits under her plan and numerous attempts to either get the pump back or get paid for keeping itThis is totally contrary to the allegations in her complaint that we refused to work with her insurance company to get the benefits she was entitled under her planEME is not responsible for any individual's insurance plan benefits...those are determined by the plan sponsor (her employer) and the insurance company, EME like every provides is at the mercy of insurance company's varying coverage rules and once those benefits expire it is up to the member to choose continued coverage at their own expense or stop serviceBased on our communications with her insurance company, her benefit for this pump had expired with the 12/23/date of service and that if she chose to keep the pump beyond that date she would be responsible for any monthly rental for as long as she kept the pumpEME was informed by her insurance company that she was notified of such so naturally we proceeded as we would with any customer whose benefits expire and billed the customer for services until the service was either stopped and/or the equipment is returnedOur original invoicing reflected monthly charges for dates of service ending 1/23/14; 2/23/14; 3/23/14, 4/23/and 5/23/$including late payment feesAs difficult as *** *** has been to deal with, we still gave her the benefit of the doubt that her claims of not receiving the return postage paid boxes were true and wrote off the monthly rental charges for 4/and 5/dates of service leaving her with a balance due of $which we are certainly entitled to receive for services renderedAs you can see from our well documented records that we have extended an enormous amount of grace and financial forgiveness to her alreadyTherefore, *** *** will remain in collections and continue to accrue finance charges on the unpaid balance until it is paid in fullSincerely,Stanley S
Director

November 14, 2014Thank you for giving EME Medical Equipment an opportunity to respond to [redacted]'s concern about our service related to her need for a wheelchair, I agree that [redacted] has a valid complaint about EME's service. We absolutely fell short of her expectations....

Miscommunication internally resulted in the delayed processing of the wheelchair order. I have addressed this with my staff So it won't occur with any other customer going forward. My staff had done its due diligence with the physical therapist that wrote the script the wheelchair, the customer's primary care physician and the customer's insurance provider to get the correct equipment, the letter of medical necessity that documented the need for the equipment and the authorization from the insurance company to get the equipment covered for the customer. could respond to the complaint line by line, but the bottom line was that there were a lot of overlapping communication pieces that prevented the delivery of the chair on 11/5 as the customer stated in the complaint. The prescribing physical therapist added to the order which changed the availability of the type of chair she wanted for her patient, subsequently changing all of the paperwork requirements needed to dispense the adjusted order.Regarding [redacted]'s desired settlement of a billing adjustment of a past due balance on her husband's oxygen service, I have to say that is an unreasonable request. After investigating this complaint with all of my staff that was involved, it appears that after we informed the prescribing PT that the new wheelchair wasn't ordered when promised, she rescinded the order so EME could no longer offer this customer any sort of restitution for our error. It was after the rescission of that script that the customer called us to inform us that she was unhappy with our service, she was getting a wheelchair elsewhere and that she was cancelling her husband's oxygen service.
Since the customer is cancelling the ongoing oxygen service for her husband, I would be willing to adjust the billing charges for November (already too late to cancel the insurance billing for the month), even though we are already halfway into the month. Knowing how long it will take the new company to get all the paperwork and verifications/authorizations it will need to be able to bill the customer's insurance company, it is likely it will be the end of the month before that transition of service can occur. I am not willing to adjust the past due balance for previous months of oxygen service that was provided timely, in good faith and without service disruption.Sincerely,
Stanley S
Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Thanks [redacted].
All EME kept badgering was that my insurance company was refusing to pay and that they (EME) were refusing to continue trying to seek payment. So, am I only being billed for having the pump AFTER I no longer needed it, under medical necessity? I'm confused. If that is the case, then this is completely an unprofessional situation. When I was told by EME staff that I was approved through pre-certification, the pump was delivered to me either that same day or the day after - basically, right away. I was told to just let them know when I was finished with the pump and they would arrange for it to be returned. I don't know if they meant that their driver would come out and get it, like it was originally delivered. Or if they would have a shipping company pick up. I have 2 children and a full time job. For one, I did not know that I was to be home for [redacted] to deliver an empty box - I still don't know when that would have been. Secondly - even if EME wanted me to wait for days (??) for [redacted] to show at any given time, I could not have. I have to go to work. My children have appointments and activities. What I was told was that [redacted] would deliver an empty, labeled box (MONTHS after I reported to EME that I was finished with the pump) and that I should package the pump and call [redacted] to schedule a pick up time. I did as I was told. If EME expected that I should assume to wait at my home for an unknown day and time period for [redacted] to show with the empty box, then let's focus on that issue. Because that is an issue. The only delay was when I was out of town with my mother in law in the hospital (still, MONTHS after reporting that EME could pick up the pump). If EME wants to have a tantrum because I did not drive all the way to Ephrata to bring the pump back to them, then they should not charge me for that. I notified them as soon as I no longer needed the pump. They informed me that they would handle having the pump returned. Period.
Regards,
[redacted]

January 16, 2015As we have outlined in previous responses, EME worked very extensively with [redacted]' insurance company, [redacted] specifically, to get this breast pump covered. As we noted in our previous response to the complaint [redacted] filed with her insurance company, EME expressed concern that the customer service representatives at [redacted] that were giving out different information to [redacted] than the claims representatives at [redacted] were providing to EME. In her January 8, 2015 letter to you, [redacted] recounted the transcription of [redacted] message ([redacted]) as "proof" of EME's unethical claims relative to her insurance company. However, as this transcription does is assign detailed claim numbers to the already confirmed claims process we acknowledged on 12/5/13 (see highlighted note on 1215/13 below). EME's billing manager worked directly with [redacted] to get this claim processed as an exception as stated in that same letter. We absolutely acknowledge that it was processed as an exception...which doesn't happen without extensive provider conversation/negotiation with the insurance company. This particular claim was initially denied as not medically necessary. Yes, it absolutely DOES falls on the customer not the provider, to dispute the coverage with their insurance provider relative to the specific level of benefits provided under their health plan. After [redacted] did her part to get the insurance company to reconsider the denial, it was then that [redacted] and my billing manager worked out the exception and got the service covered. It wasn't until the covered benefits were exhausted that we resorted to billing the member.
The covered benefits are not nor have they ever been the issue relative to this case. If I am interpreting the basis for [redacted]' complaint, it seems she continues to deflect the blame back to EME for not processing claims properly or not getting paid by her insurance company appropriately for our service and therefore does not have any financial responsibility for the balance due. I have again included below some of previously submitted timeline facts to dispute [redacted]' assertion that she is not responsible for the payments because EME didn't process her benefit claims properly with her insurance company,
12/5/13 EME was contacted by [redacted] and then told they were going to contact the patient's physician to secure any chart notes that might support medical necessity for the hospital grade breast pump. Subsequent to that, an authorization was finally approved but only for dates of Service July 23, 2013 thru December 23, 2013. EME submitted claims to [redacted] under that authorization and was paid for that benefit period. At the same time, EME withdraws collection proceedings from [redacted] account and also writes off the rental charges for May, June and July of 2013 ($280,00). [redacted] notifies EME that beginning January 1, 2014, it will stop paying the rental on the pump and informed by [redacted] that [redacted] would be responsible for payments after that date.
1/10/14 EME contacted [redacted] and confirmed that it had notified [redacted] that she would begin to receive payment notices if she kept the pump or she had the option to return it.
2/18/14 [redacted] calls EME and asks to have the pump picked up...evidence she wasaware she needed to pay or return the pump...EME issued [redacted] Call tag to have picked up at 11:00 that same day. [redacted] indicated no one home when they get there to pick up.
EME has repeatedly shown that we exhausted all of the available covered benefits with her insurance company and that those claims were processed in accordance with the insurance company's claims submission protocol and that EME was subsequently paid appropriately. All of the current charges in question were assessed AFTER [redacted] notified EME that its member had reached the maximum benefit level for the breast pump. There is nothing unethical about billing a customer for products or services, particularly and especially when the customer knew of the option available to avoid the charges. Again, in consideration of the concerns that [redacted] expressed about the [redacted] issues, EME believed it was only fair to reverse those charges back to the point when [redacted] indicated the [redacted] problems began, certainly something that an unethical company would not even consider doing.
The remaining balance due is not and never was an insurance claim/payment issue despite [redacted] continued assertion as to the reason she isn't responsible for the balance due, EME's ability and responsibility to file claims ended when the insurance company notified us that the maximum benefit was reached and that it also notified its member of such. EME then took the next appropriate step to notify [redacted] of her responsibilities regarding her options for keeping or returning the breast pump. I have seen no new evidence presented that indicates that EME mishandled her insurance benefits and therefore as stated previously, [redacted]' request to forgive the remaining balance is denied.Sincerely,Stanley SDirector

--------- Forwarded message ----------
From: Revdex.com of Metro Washington DC <[email protected]>
Date: Mon, Apr 28, 2014 at 3:25...

PM
Subject: Fwd: Resolved Complaint ID [redacted]
To: [redacted]
---------- Forwarded message ----------
From: [redacted]
Date: Sat, Apr 26, 2014 at 12:39 AM
Subject: Resolved Complaint ID [redacted]
To: "[email protected]" <[email protected]>
Complaint ID [redacted], EME, contacted me Friday, April 25, 2014, and resolved my issues with them. He was professional and courteous. 
 
Thank you for your help in this matter.
 
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Honestly I am a bit overwhelmed by this response. These people are so over the top. The only details that are accurate are: That there was a delay in returning the pump once I ACTUALLY did finally receive the [redacted] box. If EME wants to claim that they sent a box out 4 times, this is something they need to take up with [redacted]. Burden of proof should not lie on my shoulders with that. I did receive one box. I called into [redacted] to schedule a pick up and was told that EME did not pay for that portion of the process. I had to contact EME to correct this (one of many things EME did not do correctly but continue to try to blame on me). Then we found that my mother-in-law's cancer had spread viciously and her doctor told us there was not much time until her passing. So we rushed out of town and were away for several weeks. I would offer to pay for that period of having the pump if it weren't that I didn't receive the [redacted] box until MONTHS AFTER reporting that I was finished with the pump. Initially, EME demanded that I pay to have the pump shipped. After being out of work for several months with heart failure, there was no way we could afford anything like that. ESPECIALLY when I was told EME WOULD PICK IT UP, just as they delivered it. I told EME that I could not make the drive the Ephrata. I had my girls during the day, working full time 2nd shift, nursing every 2-3 hours while home and getting barely any sleep - while also struggling significantly with finances. I did agree to return the pump to Hershey Medical but was told they would NOT receive it back. I even called the Hershey Medical office and they confirmed this. This was NOT AN OPTION. Besides the point, again, I was told upon originally receiving the pump by EME's driver that THEY would pick it up once I was finished. As far as me "accusing" EME of once sending [redacted] to the wrong address: EME staff told ME that they sent it to the wrong address - despite me having reported to more than one person at EME that I had moved, and providing my new address. 
For the record, Stephanie's "tone" was not rude. Stephanie's communication was abusive and threatening. If I filed a complaint for every time someone at EME had a 'rude tone,' there would be many, many complaints. Initially, the person I spoke with at EME was very pleasant and assuring. I made it very clear that our family was in the middle of a very difficult time medically and financially. I was reassured and reassured that there would be no issue, no cost. I even received an invoice to this effect. EME reported to me that at one point they had billed to the wrong company. This is not so far fetched. Blue Cross has MANY companies and billing my particular plan often gets confusing. EME is not above any other provider. I have a national plan, but it has to be billed locally. It was completely understandable that they would have billed incorrectly. I did not assume that they had just stopped properly trying to get payment. This was actually communicated to me by several representatives at my insurance company, [redacted]). I bent over backwards, especially considering my circumstances at the time, to make sure that EME and [redacted] were on the same page - as I was receiving conflicting reports as to why coverage was not being provided. Rather than confronting [redacted] for any dispute of coverage, EME began to harass me. Providing medical equipment and with my experience with EME, it makes me wonder if preying on the elderly and on new mothers is a regular practice for them. I was never inappropriate and, no, I was not in the practice of hanging up on EME staff. I did WAY more than I should have had to do to get EME payment. This is not generally a consumer's responsibility. I myself work for an insurance company and we would never expect our member's to do a provider's job of seeking payment or allowing  this type of abuse, for that matter. 
Regards,
[redacted]

April 28, 2014
Dear [redacted]:EME Medical Equipment reviewed the complaint by [redacted] and although we could not substantiate his first call in February nor the follow-up call stated to be one month later; there was evidence of his call on April 14, 2014. As of the receipt of this letter, his order had not been placed with the manufacturer.I phoned [redacted] on April 25" and offered apologies on behalf of EME Medical Equipment for failure to place his order timely and to respond to his request. This is not our normal level of service but without doubt we failed to act appropriately to his request. [redacted] accepted our apology.| offered to provide [redacted] with two pair of similar compression stockings in the color he requested. These have Same compression and length and an additional dry-release aspect unlike the product he requested. These are going to be UPSd directly to his door at absolutely no cost to him. In addition we are providing a gift card at nominal value as service recovery to help appease his poor customer experience.[redacted] was very pleased with the outcome of this phone call and thanked me for reaching out to him in thisRegards,

Review: I am an amputee of 40 years. I had surgery on my only remaining knee 5 weeks ago. We contacted Ephrata Medical Equipment to order a new wheel chair as my wheelchair of 15 years broke on 11/3/14. We contacted EME to order a new chair on 11/4/14. We were told that the new chair would delivered on 11/5 and then told it wouldn't be delivered until 11/7/14. On 11/5/14, we received a call from Josh at EME stating they needed to order the size chair I requested and that it would be delivered on 4/10/14. When the chair didn't arrive on 4/10/14, a call was made to EME to check the status and I was told the chair was never ordered despite the approval from the insurance company. A reason why it wasn't ordered was never given to me. Had there been a fire in my home during 11/4-11/10/14, I would have had no way to evacuate from my home.Desired Settlement: We have gone with a different company to get the wheelchair but we have a contract with EME for in-home oxygen. We want to be absolved of our outstanding bill for oxygen as compensation for the inconvenience with the wheel chair. We plan to move our in-home oxygen service to another company as soon as I am able.

Business

Response:

November 14, 2014Thank you for giving EME Medical Equipment an opportunity to respond to [redacted]'s concern about our service related to her need for a wheelchair, I agree that [redacted] has a valid complaint about EME's service. We absolutely fell short of her expectations. Miscommunication internally resulted in the delayed processing of the wheelchair order. I have addressed this with my staff So it won't occur with any other customer going forward. My staff had done its due diligence with the physical therapist that wrote the script the wheelchair, the customer's primary care physician and the customer's insurance provider to get the correct equipment, the letter of medical necessity that documented the need for the equipment and the authorization from the insurance company to get the equipment covered for the customer. could respond to the complaint line by line, but the bottom line was that there were a lot of overlapping communication pieces that prevented the delivery of the chair on 11/5 as the customer stated in the complaint. The prescribing physical therapist added to the order which changed the availability of the type of chair she wanted for her patient, subsequently changing all of the paperwork requirements needed to dispense the adjusted order.Regarding [redacted]'s desired settlement of a billing adjustment of a past due balance on her husband's oxygen service, I have to say that is an unreasonable request. After investigating this complaint with all of my staff that was involved, it appears that after we informed the prescribing PT that the new wheelchair wasn't ordered when promised, she rescinded the order so EME could no longer offer this customer any sort of restitution for our error. It was after the rescission of that script that the customer called us to inform us that she was unhappy with our service, she was getting a wheelchair elsewhere and that she was cancelling her husband's oxygen service.Since the customer is cancelling the ongoing oxygen service for her husband, I would be willing to adjust the billing charges for November (already too late to cancel the insurance billing for the month), even though we are already halfway into the month. Knowing how long it will take the new company to get all the paperwork and verifications/authorizations it will need to be able to bill the customer's insurance company, it is likely it will be the end of the month before that transition of service can occur. I am not willing to adjust the past due balance for previous months of oxygen service that was provided timely, in good faith and without service disruption.Sincerely,Stanley SDirector

Review: On February 6, 2014, I called and ordered a pair of [redacted] compression stockings, an ongoing prescription. The normal process is they call me when they receive them, usually a week to ten days, then I go to the store and pick them up. About a month later, I called and the order was not fulfilled so I placed the order again.

On April 14, 2014, I called a third time and spoke to someone named [redacted]. She looked up my account and did not see my order. She then told me that she would look into it and give me a call later that day. I still have not heard from her or anyone else from EME. I feel disrespected and insulted. To further disappoint me, I did a search on the [redacted] US web site and EME is listed as a “Top Seller” - am I not worthy of these fine and excellent stockings?

The establishment that I believed to be far and above the average, a place I would always do business with failed me. I now believe I cannot continue being a customer of EME and that puts me in a very poor position. I need the compression stockings for my left leg - the doctor’s orders are that I wear them 24/7.Desired Settlement: A case of [redacted] Compression Stockings:

• 30-40 mmHg

• Style: Khaki, knee, Cat. No. [redacted]

I have been put in a bad place since there are very few local businesses that carry the [redacted]. Most other brands do not have the compression as [redacted] and the quality is lacking.

I am using older pairs. I have been put off and I am angry.

Consumer

Response:

--------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Mon, Apr 28, 2014 at 3:25 PM

Subject: Fwd: Resolved Complaint ID [redacted]

To: [redacted]

---------- Forwarded message ----------

From: [redacted]

Date: Sat, Apr 26, 2014 at 12:39 AM

Subject: Resolved Complaint ID [redacted]

To: "[email protected]" <[email protected]>

Complaint ID [redacted]