Eyepothesis

Response:Pt was in [redacted] Rehap facility case manger [redacted] ordered walker and commode and we delivered to facility 6/12/Nursed at facility signed for the patientEquipment was left with the patient as ordered [redacted] called 6/and stated cancel order, then on 6/ [redacted] called us again and said pt would pick up the equipment she left at the facility, [redacted] was holding the equipment in her office at [redacted] Then we did get another call from [redacted] much later 7/20/stating the patient never picked up the equipmentMs [redacted] called out office for the first time to speak to billing on 9/14/and 9/17/Our invoices do ask customers to please give us hours to respond to inquiriesOur Staff did speak to Ms [redacted] on 9/18/and explained the above We are reaching out to [redacted] to do a voluntary refund on the walker as they denied the commodeThank You for your consideration on this matter

MOTHER CALLED BACK YESTERDAY AND SPOKE WITH [redacted] WILL BE RETURNING UNUSED PORTION Friday AND NO CHARGES WILL OCCUR. I ADJUSTED OFF ALL COST. MOTHER WAS HONEST AND STATED SHE HAD NOT REALLY PAID US (DESPITE THE BBB COMPLAINT STATING SHE DEMANDED A FULL REFUND. I EXPLAINED THE INSURANCE COMPANY DID... INITIALLY APPROVE THE FORMULA PRIOR TO CARE [redacted] TAKING OVER AND HONESTLY SHE COULD CONSIDER GETTING THE MD TO CALL THE CASE MANAGEMENT AT CARE [redacted] TO FIGHT THE&n**p; AUTH DENIAL. CARE [redacted] TOOK OVER ALL AUTHORIZATIONS FOR [redacted] AS OF 7/1/15 AND THIS DECISION TO NOT COVER ELEMENTAL (AMINO ACID) FORMULA UNLESS THE INFANT HAS AN ALLERGY IS A NEW PRACTICE. MOM WAS MADE AWARE THAT WE DID RECEIVE AN EMAIL IMMEDIATELY AFTER SUBMITTING HER AUTH REQUEST WHICH WE BELIEVED WAS THE CONCLUSIVE APPROVAL. LATER WE WERE TOLD BY CARE [redacted] THAT IT WAS NOT.&n**p;&n**p; MOM WAS ALSO HONEST AND STATES WE GAVE HER 12 CANS DESPITE ONLY DOCUMENTING THAT WE DELIVERED 10 CANS. MOM USED 2 CANS AND WE ARE NOT CHARGING MOM. 10 CANS ARE BEING RETURNED TO US UNUSED AND WE WILL FORWARD BACK TO THE MANUFACTURER. MOTHER WAS SATISFIED WITH THE CONCLUSION BUT STILL FELT WE WERE IN THE WRONG TO PROVIDE THE FORMULA PRIOR TO GETTING FINAL AUTHORIZATION.&n**p; I EXPLAINED SINCE THIS WAS THE SECOND TIME THE ORDER WAS PLACED DUE TO A DELAYED DISCHARGE WE WERE SIMPLY TRYING TO ENSURE HER FORMULA WAS THERE FOR HER SWIFT DISCHARGE REPLAN.&n**p; MOTHER DID NOT FEEL FIGHTING THE AUTHORIZATION DENIAL WOULD PROVE TO BE SUCCESSFUL NOR HAD SHE SUBMITTED ANY PAYMENT THUS A REFUND WAS NOT NECESSARY. LASTLY, I APPOLIGIEZED FOR OUR STAFF NOT OFFERING HER A RETURN OPTION ON FRIDAY WHEN SHE INITIALLY CALLED 7TH AND SPOKE TO ***.&n**p;&n**p;&n**p; THANK YOU FOR THE CHANCE TO SHED LIGHT ON THIS SITUATION. RESPECTFULLY, [redacted] **N 8/13/15

We are evaluating the facts of this complaint and will respond todayBart P

I am responding to Ms ***’s complaint I have benn currently involved in the rollator sales order for Ms *** as the office supervisor since 6/2/upon receipt of her internal complaint Her original order 5/23/was done incorrectly and I corrected this error thru my staff immediately upon receipt 6/2/A new sales order was created and Ms *** called to be made aware that she has no out of pocket cost with the basic rollator thru her insuranceShe agreed to come see the rollator to see if she liked it and did so on 6/4/She did not even try the product and looked at it and said I don’t want itThe sale technician then showed her another product and said the only thing she would have a cost for was the non covered basket (25.00) Per my technician she stated, I don’t want it and requested the RX and left Ms *** is unable to confirm her wt and states she is around 300lbs, thus the technician showed her the unit with the lbs limit and the lbs limit ( which also has a basket option 25.00)Despite the benefit coordinators original mistake with the 5/23/order, I see that our office did correct the error and properly notified the customer and attempted to meet her needs to no success.In regards to the ostomy supplies she states I have reviewed the computerized records and the only ostomy sales were done 10/11/100% covered thru her insurance for the basic standard product and then 11/11/and 12/11/thru her insurance again but she requested a special order product which had features above the basic product such as adhesive features, deodorizer, and texture upgradesMs *** was given the option to continue with her basic product but chose to pay for the special order itemShe was only charge the amount of , which is the amount above the basic which her insurance would cover on 11/11/for a full order of supplies and on 12/11/for a partial order of supplies I only have record of these ostomy services we provided for Ms *** We keep hard copies and computerized copies It would be helpful to consider this dollar additional refund if Ms *** could assist with her copy of the transactionsAll sales transactions that occur from FME a copy of the sales order are provided to the customer It appears from the sales that occurred, it was the customers requested to change from the basic product to a special order product that had features above the basic covered 100% by her insurance company If there is anything else that would be agreeable to the customer to resolve her dissatisfaction we will certainly look to meet her request Lastly, the staff Ms *** met with in is still employed here and has worked in the DME industry for almost years and is very versed in her products and insurance process.Respectfully Submitted, Bart P , Owner

Complaint: ***
I am rejecting this response because:Family medical supply sent the same response as before, with nothing new to say and no explanation or response to my questionsI'm ready to just contact *** and *** to see if they will investigate FamilyMedical for fraudFME did charge me extra, over and above what my insurance paid for the supplies, for my ostomy supplies which are good quality products, not the cheap supplies FME claimed was only the basic the insurance would pay for and that is untrueRequiring me to supply the receipts long after the purchases is an insincere request, because they already have them and are Denying the sale for more than one year of supplying me my ostomy itemsThey have the records of these sales but are stonewalling By asking for my receipts.
Regards,
*** ***

I am rejecting this response because Family Medical Equipment resolved the problem after you contacted themThank you for demonstrating the influence of your organization

Dear ** *** or Family,I appoligize for the delay in Family Medical Equipment's response. Yes I did see your call Nov 13th and I did forward to our accounts payable department to investigate the check that was mailed to the Bake house for Doris Hass in the amt of $check * *** Today I
was able to confirm you never received this check and it was never cashedThus a new check is being issued todayPlease give me the name in which you want the check made out and the address you wish the check be mailed. I would prefer if someone picks the check up verses mailing to the Baker House again. You can reach me directly via email at *** Thank you for your patience with this problem and my full apologizes for our delay in your response. *** *** Manager

I called *** as the complaint did not tell me the account nameIn review with *** I explained we only deliver the equipment in response to an order from the rehab facility MD orderThe rehab staff, and physical therapy train the family and the patient how to adapt to the new condition
and the use of the equipment orderedThis is a big part of the rehab processI apologized for the rehab facility failing to involve the family in the discharge plans and equipment use for their family member*** and I reviewed ** *** account and each of the payments made toward his insurance coparents and the deductibleThis is determined by the insurance plan the patient has contracted with and was communicated in the delivery paperwork provided to the patient at the rehab facilityAt this point in time it appears there was some discrepancy between what *** was told would be the total cost for the monthly rental of the equipmentPreliminarily, I explained the expected coinsurances as explained by our staff in November has changed due to unanticipated insurance issuesFor example the insurance company denied the wheelchair cushion and the patient responsibility increasedAdditionally, the deductible looks like it is being reassesed again on the new calendar year ( January rental) again adding unanticipated cost I assured *** by tuesday March 14th, I will look over all the payments and show here how they were applied to ** *** accountMy goal is to help *** see the anticipated cost explained in November may have been innocently varied due to circumstances of ** *** instance company due to claim denials and plan deductibleAdditionally, my goal is to clearly try to help *** see any future cost and limit the unexpected variables *** and I spent about minutes already reviewing the purchase process that is controlled by the insurance company and she now understand the variables here if the patient becomes readmitted to a facility the purchase months then vary and again adding the month before a purchase is concluded Lastly, I hope to assure *** that we are here to help families mange these difficult and cumbersome insurance processes and health care venturesI understand how a family might think they were being taken advantage but hopefully we can put that concern to rest regarding business with Family Medical Equipment Thank You, Mary P*** RN BSN

[A default letter is provided here which indicates your acceptance of the business's response.&n**p; If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

MOTHER CALLED BACK YESTERDAY AND SPOKE WITH [redacted] WILL BE RETURNING UNUSED PORTION Friday AND NO CHARGES WILL OCCUR. I ADJUSTED OFF ALL COST. MOTHER WAS HONEST AND STATED SHE HAD NOT REALLY PAID US (DESPITE THE Revdex.com COMPLAINT STATING SHE DEMANDED A FULL REFUND. I EXPLAINED THE INSURANCE COMPANY DID...

INITIALLY APPROVE THE FORMULA PRIOR TO CARE [redacted] TAKING OVER AND HONESTLY SHE COULD CONSIDER GETTING THE MD TO CALL THE CASE MANAGEMENT AT CARE [redacted] TO FIGHT THE&n**p; AUTH DENIAL. CARE [redacted] TOOK OVER ALL AUTHORIZATIONS FOR [redacted] AS OF 7/1/15 AND THIS DECISION TO NOT COVER ELEMENTAL (AMINO ACID) FORMULA UNLESS THE INFANT HAS AN ALLERGY IS A NEW PRACTICE. MOM WAS MADE AWARE THAT WE DID RECEIVE AN EMAIL IMMEDIATELY AFTER SUBMITTING HER AUTH REQUEST WHICH WE BELIEVED WAS THE CONCLUSIVE APPROVAL. LATER WE WERE TOLD BY CARE [redacted] THAT IT WAS NOT.&n**p;&n**p; MOM WAS ALSO HONEST AND STATES WE GAVE HER 12 CANS DESPITE ONLY DOCUMENTING THAT WE DELIVERED 10 CANS. MOM USED 2 CANS AND WE ARE NOT CHARGING MOM. 10 CANS ARE BEING RETURNED TO US UNUSED AND WE WILL FORWARD BACK TO THE MANUFACTURER. MOTHER WAS SATISFIED WITH THE CONCLUSION BUT STILL FELT WE WERE IN THE WRONG TO PROVIDE THE FORMULA PRIOR TO GETTING FINAL AUTHORIZATION.&n**p; I EXPLAINED SINCE THIS WAS THE SECOND TIME THE ORDER WAS PLACED DUE TO A DELAYED DISCHARGE WE WERE SIMPLY TRYING TO ENSURE HER FORMULA WAS THERE FOR HER SWIFT DISCHARGE REPLAN.&n**p; MOTHER DID NOT FEEL FIGHTING THE AUTHORIZATION DENIAL WOULD PROVE TO BE SUCCESSFUL NOR HAD SHE SUBMITTED ANY PAYMENT THUS A REFUND WAS NOT NECESSARY. LASTLY, I APPOLIGIEZED FOR OUR STAFF NOT OFFERING HER A RETURN OPTION ON FRIDAY WHEN SHE INITIALLY CALLED 7TH AND SPOKE TO [redacted].&n**p;&n**p;&n**p; THANK YOU FOR THE CHANCE TO SHED LIGHT ON THIS SITUATION. RESPECTFULLY, [redacted]N 8/13/15

Response:Pt was in [redacted] Rehap facility case manger [redacted] ordered walker and commode and we delivered to facility 6/12/15. Nursed at facility signed for the patient. Equipment was left with the patient as ordered. [redacted] called 6/15 and stated cancel order, then on 6/17 [redacted] called us again and...

said pt would pick up the equipment she left at the facility, [redacted] was holding the equipment in her office at [redacted]. Then we did get another call from [redacted] much later 7/20/15 stating the patient never picked up the equipment. Ms [redacted] called out office for the first time to speak to billing on 9/14/15 and 9/17/15. Our invoices do ask customers to please give us 72 hours to respond to inquiries. Our Staff did speak to Ms [redacted] on 9/18/15 and explained the above . We are reaching out to [redacted] to do a voluntary refund on the walker as they denied the commode. Thank You for your consideration on this matter.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]