Family Medical Equipment

Response: sans-serif;">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

I have read the complaint and to the beat of my ability tried to understand the sequence of eventsMr ***’s recap of the sale does not match my findingsI will attempt to outline the findings l uncovered during my investigation and hopefully this matter will have more clarity and be resolvable
Mr *** Sr contacted our office originally and placed an order for a cpap mask 12/13/the order was completed and Mr *** was made aware on 12/17/of his options- Mr *** was informed that the item would have to be self paid and we would submit the claim to Medicare with an ABNThe reason we would need to process his claim in this manner thru his Medicare is due to the fact that Medicare showed he was renting his CPAP thru another company, ***, at the current date and, we could not assure the patient had not exhausted his allowed mask purchases thru medicare for the yearAdditionally, Mr *** Sr on 12/17/was informed if Medicare Felt he was eligible for another mask and paid fur the mask he would be refunded for his upfront costOn 12/17/13, Mr *** Sr declined the order and told us to cancel his sales orderMr *** Sr spoke to *** *** our showroom technician on 12/17/when he made this informed decisionPer*** ***, Mr *** Sr had been in our showroom several times after that decision on 12/17/and at all encounters continued to not want to process the order due to the above process rediscussed from the Dec 13, motion Per ***, the next technician who served Mr *** Sr, his next visit on 2/25lAt which time the customer finally purchased a CPAP mask of choiceThere was no new RX presented The CPAP mask he purchased was of his own decision based on fit and comfort from a selection offeredWith no current RX presented the sales was concluded at the cost of $paid on credit card dated 2/25/A CPAP mask is available without an RX per FDAAfter this encounter this customer never contacted our office regarding any complaints or concernsI have interviewed all my staff to see if anyone received any calls from Mr *** Sr and they last saw and spoke to him 2/25/Our return policy is clearly documented on every sales slip and posted in our showroomI have enclosed a sample of each for your referenceSample Retail Sale, Showroom Posting and our Return Policy
Please advise me if there is something more I can do or investigate to get this matter resolvedAs currently, this request is not timely and due to hygiene issues this product is not a returnable/restockable product

I have read the complaint and to the best of my ability tried to understand the sequence of eventsMr ***’s recap of the sale does not match my findingsI will attempt to outline the findings l uncovered during my investigation and hopefully this matter will have more clarity and be resolvable
Mr *** Sr contacted our office originally and placed an order for a cpap mask 12/13/the order was completed and Mr *** was made aware on 12/17/of his options- Mr *** was informed that the item would have to be be self paid and we would submit the claim to Medicare with an ABNThe reason we would need to process his claim in this manner thru his Medicare is due to the fact that Medicare showed he was renting his CPAP thru another company, Liberty, at the current date and, we could not assure the patient had not exhausted his allowed mask purchases thru medicare fot the yearAdditionally, Mr *** Sr on 12/17/was informed if Medicare Felt he was eligible for another mask and paid fur the mask he would be refunded for his up front costOn 12/17/13, Mr *** Sr declined the order and told us to cancel his sales orderMr *** Sr spoke to *** *** our showroom technician on 12/17/when he made this informed decisionPer *** ***, Mr *** Sr had been in our showroom several times after that decision on 12/17/and at all encounters continued to not want to process the order due to the above process rediscussed from the Dec 13, optionPer ***, the next technician who served Mr *** Sr, his next visit on 2/25lAt which time the customerfinaliv purchased a CPAP mask of choiceThere was no new RX presented The CPAP mask he purchased was of his own decision based on fit and comfort from a selection offeredWith no current RX presented the sales was concluded at the cost of $paid on credit card dated 2/25/A CPAP mask is available without an RX per FDAAfter this encounter this customer never contacted our office regarding any complaints or concernsI have interviewed all my staff to see if anyone received any calls from Mr *** Sr and they last saw and spoke to him 2/25/Our return policy is clearly documented on every sales slip and posted in our showroomI have enclosed a sample of each for your referenceSample Retail Sale, Showroom Posting and our Return Policy
Please advise me if there is something more I can do or investigate to get this matter resolvedAs currently, this request is not timely and due to hygiene issues this product is not a returnable/restockable product

Dear Revdex.com Handler,
I am the office manager and this is the first I am hering of this complaintPlease relay to the customer that I will give this my full attention and should be prepared to respond and hopefully resolve by
tues 5/13/before pm. Thank you for bringing this matter to our attention

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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

Response:
sans-serif;">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.

Complaint: [redacted]
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 questions. I'm ready to just contact [redacted] and [redacted] to see if they will investigate FamilyMedical for fraud. FME 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 untrue. Requiring 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 items. They have the records of these sales but are stonewalling By asking for my receipts. 
Regards,
[redacted]

Review: Suffering from sleep aphney,I require periodic replacement of a breathing apparatus. Social Security terminated contrated services from my previous supplier in their current program of cost cuts and it required I find a new supplier. In an effort to locate a local supplier, I contacted Social Security which provided the Family Medical Equipment. Beginning in December, I repeatdly attempted tp acquire needed equipment. Obtaining the necessary prescriptions(sent to Family Medical Equipment), I was able to request the CPAC mask from thre company.

Sales personnel neglected to advise customer of the lack of their status for contracted services available for social security reinbursement. With a three month delay of needed equipment due to the fact this dealer was not a contracted supplier, customer was offered item that did not comply with prescribed instructions and therefore not subject to federal reinbursement policies of Social Security .(not conforming with prescribed medical instructions). Equipment did not satisfy needs. Business then instructed customer it would be necessary to pay entire cost of medical equipment and than be offered a reinbursement for covered costs.

Since I could not supply this business with the $350.00+ required for their services, I approached another local supplier (Health Care Solutions) who immediately provided the necessary equipment, billed appropriate insurer and billed me for resultant balance of $37.Desired Settlement: Since this involves a health issue, return of falsely supplied mask hopefully cannot be used for another patient. Refund of initial payment of $123.02 provided 02/25/2014 for unauthorized replacement mask is the only acceptable action. Monies to be returned to mailing address of PO Box238, Norma, New Jersey 08347

Business

Response:

Dear Revdex.com Handler,

I am the office manager and this is the first I am hering of this complaint. Please relay to the customer that I will give this my full attention and should be prepared to respond and hopefully resolve by tues 5/13/14 before 5 pm. Thank you for bringing this matter to our attention.

Business

Response:

I have read the complaint and to the beat of my ability tried to understand the sequence of events. Mr [redacted]’s recap of the sale does not match my findings. I will attempt to outline the findings l uncovered during my investigation and hopefully this matter will have more clarity and be resolvable.

Mr [redacted] Sr contacted our office originally and placed an order for a cpap mask 12/13/13 the order was completed and Mr [redacted] was made aware on 12/17/13 of his options- Mr [redacted] was informed that the item would have to be self paid and we would submit the claim to Medicare with an ABN. The reason we would need to process his claim in this manner thru his Medicare is due to the fact that Medicare showed he was renting his CPAP thru another company, [redacted], at the current date and, we could not assure the patient had not exhausted his allowed mask purchases thru medicare for the year. Additionally, Mr [redacted] Sr on 12/17/13 was informed if Medicare Felt he was eligible for another mask and paid fur the mask he would be refunded for his upfront cost. On 12/17/13, Mr [redacted] Sr declined the order and told us to cancel his sales order. Mr [redacted] Sr spoke to [redacted] our showroom technician on 12/17/13 when he made this informed decision. Per[redacted], Mr [redacted] Sr had been in our showroom several times after that decision on 12/17/13 and at all encounters continued to not want to process the order due to the above process rediscussed from the Dec 13, 2013 motion Per [redacted], the next technician who served Mr [redacted] Sr, his next visit on 2/25l14. At which time the customer finally purchased a CPAP mask of choice. There was no new RX presented . The CPAP mask he purchased was of his own decision based on fit and comfort from a selection offered. With no current RX presented the sales was concluded at the cost of $123.02. paid on credit card dated 2/25/14. A CPAP mask is available without an RX per FDA. After this encounter this customer never contacted our office regarding any complaints or concerns. I have interviewed all my staff to see if anyone received any calls from Mr [redacted] Sr and they last saw and spoke to him 2/25/14. Our return policy is clearly documented on every sales slip and posted in our showroom. I have enclosed a sample of each for your reference. Sample Retail Sale, Showroom Posting and our Return Policy.

Please advise me if there is something more I can do or investigate to get this matter resolved. As currently, this request is not timely and due to hygiene issues this product is not a returnable/restockable product.

Review: While a patient at [redacted] Nursing Home of Williamstown NJ , they ordered a walker for me from Family Medical Equipment I refused acceptance and would not sign any of their forms. They refused to take the walker back. Someone else signed the acceptance form. It is clearly not my signature. Family medical R filed a claim with my insurance company and sent me a bill for the unpaid balance. I have called family medical equipment twice and both times was asked to leave a message. I have gotten no response from them.Desired Settlement: Credit my billing in full.

Business

Response:

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.

Consumer

Response:

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

Review: On January 28, 2015, we were billed $58.24, invoice [redacted], for a wheelchair which was completely covered by Medicare. The bill was inadvertently paid on Feb. 6, 2015, Sun Bank check number 2986, and cashed on Feb. 11, 2015. I immediately contacted Family Medical Equipment and they said they would issue a refund. The matter was forgotten until November, 2015. While reviewing the year's paperwork, I determined that the refund was not issued. I called Family Medical Equipment on November 13, 2015 and spoke with the receptionist. She said she would take my information, relay it to the billing department and have them call me within two business days. They have not called.Desired Settlement: Refund of $58.24 to the above named address and complainant.

Business

Response:

Dear [redacted] 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 $58.24. check [redacted] Today I was able to confirm you never received this check and it was never cashed. Thus a new check is being issued today. Please 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 [redacted] . Thank you for your patience with this problem and my full apologizes for our delay in your response. [redacted] Manager

Review: This business claimed my insurance ([redacted]) did not cover a Rollalater, prescribed by my doctor. They said the rotating wheels, padded seat, and the basket were not covered by my insurance. They wanted me to pay the full $268 out of my own pocket for these "Extra's". I went to the store and asked for my prescription back, which they gave me. I went to another medical supply store in Millville, NJ and when they put the script through to the insurance company, surprisingly, everything was covered and I got the Rollater the same day! I was perplexed why Family Medical Equipment would charge me $268 for something the insurance company accepted and paid in full, when submitted by another medical supply company. Family medical sales person said "I hope they didn't just say it was covered, being in a hurry, and down the road you might be charged, I hope that doesn't happen".

I had been dealing with Family Medical Supply for my Ostomy supplies and had to purchase [redacted] monthly upgrade, in order to upgrade to the quality products for my colostomy supplies. Now I go through another company and everything is covered in full, with the quality products I paid extra for at Family Medical. I do not have a bank account to show my payments via a check, I paid $55 a month cash, for about a year.

In addition, when I last went there for Ostomy supplies over a year ago, they informed me they were no longer selling these items. I had to scramble to get new supplies before I ran out, because Family Medical didn't give me any notice of their decision to stop selling Ostomy supplies.

After these two experiences with Family Medical Equipment, I don't trust them and feel there is a good chance they are ripping off their customers with [redacted], illegally.Desired Settlement: I would like Family Medical Equipment to be audited for illegal billing practices and I would like a refund of my $55 a month fee, for an Ostomy supplies upgrade ($660), if it is found they were cheating me by charging me for supplies my insurance covered 100%.

Business

Response:

We are evaluating the facts of this complaint and will respond today. Bart P

Consumer

Response:

[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.]

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,

Business

Response:

I am responding to Ms [redacted]’s complaint. I have benn currently involved in the rollator sales order for Ms [redacted] as the office supervisor since 6/2/15 upon receipt of her internal complaint. Her original order 5/23/15 was done incorrectly and I corrected this error thru my staff immediately upon receipt 6/2/15. A new sales order was created and Ms [redacted] called to be made aware that she has no out of pocket cost with the basic rollator thru her insurance. She agreed to come see the rollator to see if she liked it and did so on 6/4/15. She did not even try the product and looked at it and said I don’t want it. The 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 [redacted] is unable to confirm her wt and states she is around 300lbs, thus the technician showed her the unit with the 300 lbs limit and the 450 lbs limit ( which also has a basket option 25.00). Despite the benefit coordinators original mistake with the 5/23/15 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 10/11/12 100% covered thru her insurance for the basic standard product and then 11/11/12 and 12/11/2012 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 upgrades. Ms [redacted] was given the option to continue with her basic product but chose to pay for the special order item. She was only charge the amount of 43.85 , which is the amount above the basic which her insurance would cover on 11/11/12 for a full order of supplies and 18.35 on 12/11/2012 for a partial order of supplies. I only have record of these 3 ostomy services we provided for Ms [redacted]. We keep hard copies and computerized copies . It would be helpful to consider this 600 dollar additional refund if Ms [redacted] could assist with her copy of the transactions. All sales transactions that occur from FME a copy of the sales order are provided to the customer. It appears from the 3 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 [redacted] met with in 2012 is still employed here and has worked in the DME industry for almost 15 years and is very versed in her products and insurance process.Respectfully Submitted, Bart P , Owner

Consumer

Response:

Review: [redacted]

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 questions. I'm ready to just contact [redacted] and [redacted] to see if they will investigate FamilyMedical for fraud. FME 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 untrue. Requiring 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 items. They have the records of these sales but are stonewalling By asking for my receipts.

Regards,

Review: I was falsely told that formula was preauthorized through my insurance company for my premature daughter and it would be covered. Only after picking up the formula was it actually preauthorized through the insurance company and denied. The supply company is now billing me for payment. I don't feel as if I should have to pay for their neglect. If I was told the insurance company denied paying for the formula, I wouldn't have ever picked it up from Family Medical Equipment to begin with. Who would want to "self pay $350 for 12 cans of formula when in the store 12 cans is only $216+ tax? They were looking for a sucker and unfortunately I fell for it.Desired Settlement: To be reimbursed the full $350.00 that I had to pay due to being falsely told that the formula was preauthoized prior to me picking it up from Family medical equipment.

Business

Response:

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

Consumer

Response:

[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.]

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