First Choice Home Medical Equipment

[redacted] I apologize for no one responding back to you in a timely manner with the resolution from this complaint rgb(31, 73, 125);"> Issue was resolved back in mid-October Patient was never charged on his credit card, we returned his repaired machine and picked up the loaner I spoke with the patient and he confirmed all of this with me If you have any questions or concerns, please feel free to contact me Thanks! [redacted]

Attached, please find copies of FCHME’s response to Revdex.com Complaint # ***.Please note I CCed the complaining family directly
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First Choice Home Medical Equipment, LLC

[redacted]   I apologize for no one responding back to you in a timely manner with the resolution from this complaint.
rgb(31, 73, 125);">  Issue was resolved back in mid-October.  Patient was never charged on his credit card, we returned his repaired machine and picked up the loaner.  I spoke with the patient and he confirmed all of this with me.   If you have any questions or concerns, please feel free to contact me.   Thanks!   [redacted]
[redacted]
[redacted]

Hi [redacted]   I writing you concerning consumer complaint [redacted]. The consumers desired resolution has been met. The invoices stated in the complaint have been adjusted, and removed from collections. The consumer will be notified of the resolution.   Sincerely...

  [redacted]

Review: I delivered my BiPap respiratory machine to them for service in mid-July 2014. It is now mid-October and even though I have contacted them at least ten times, I continue to get excuses but no repaired machine, I am renting a machine from them for $100 a month, so I don't think they are in any rush to repair and return mine. Following is my latest (written) contact with them, Sent out this morning.I have been TOTALLY disrespected by the New Castle BPAP staff. I brought my unit in for servicing in mid-July. I have called about the status of the equipment at lease 10 times. I have been given "creative" excuses along with promises to call back with resolutions each time. NO CALL BACKS. As recently as 10/15/2014 I was lied to by [redacted] that Channel is "researching" the status of my repairs & will definitely call me with an update on the 15th. NO CALL...I have been told that they cannot locate the Tech.....can't reach the repair service...phone is busy, and a myriad of other excuses. ENOUGH IS ENOUGH...Revdex.com is next on my list. I am cancelling the credit card that you are charging me $100 a month for the rental equipment. I am on a fixed income & I feel that I shouldn't have to pay for your inefficiencies. I will also contact Medicare and inform them of this shoddy service.Desired Settlement: Repair of my machine immediately and refund of the monthly rental charges, or if it cannot be repaired immediately, eliminating the monthly charge.

Business

Response:

[redacted] I apologize for no one responding back to you in a timely manner with the resolution from this complaint. Issue was resolved back in mid-October. Patient was never charged on his credit card, we returned his repaired machine and picked up the loaner. I spoke with the patient and he confirmed all of this with me. If you have any questions or concerns, please feel free to contact me. Thanks! [redacted]

Review: On 10/7/2014, a hospital bed was delivered to my home. This DME company was referred by [redacted] Nursing Home in Pike Creek. Upon delivery of the bed, we were told we had to pay $120.00 and after that my insurance would be billed. We did not question why we were paying the $120.00 not having dealt with this situation in the past. We paid $120.00. In November we received a bill for $130.00 due 12/1/14. On 12/7/14, my wife called First Choice and spoke to [redacted] (?) and was told to "disregard the bill. It had not been submitted to the insurance company" In addition, First Choice billing rep, [redacted] Lorusso claimed they did not receive notification from my PCP's office confirming the necessity of the bed despite the doctor's office fax confirmation the information was received on 2 separate occasions. After receiving a "past due" notie, my wife spoke with [redacted] again and she stated shehad to call my PCPs office again to get a Rx in order for Medicare to pay for the bed. Papers were faxed again from my PCP, but again [redacted] said they did not receive them. On 1/21/15 upon receiving another bill, my daughter called First Choice and spoke to Brea Anna(?) who stated to "disregard the bill"They will submit to my insurance. You may get another, but disregard it". After receiving another bill, my daughter called and spoke to [redacted] and was told "your father came in as self pay, therefore Medicare was not billed and she was unable to back bill. She would not adjust the bill and if not paid, I would be sent to a collection agency. Req copy of note stating "self pay". Not received.Desired Settlement: I am an 87 year old who recently had a stroke. I have impeccable credit and should this company send to a collection agency or lawyer as they have threatened, I see no alternative but to file a lawsuit against them. Their billing practices are very questionable and I am being penalized because their billing department did not do their job and now they are not willing to admit they made a mistake. Every bill from their office states I have Medicare and AARP coverage. Their billing representatives are rude, especially Brandie. I also intend to file a complaint with Medicare.

Business

Response:

Attached, please find copies of FCHME’s response to Revdex.com Complaint # [redacted].Please note I CCed the complaining family directly. First Choice Home Medical Equipment, LLC

Review: Our home requires an oxygen concentrator (requires doc approv). First Choice has been providing the equipment for several years. Because of our insurance there was no charge to us. Starting Jan 2013, our insurance changed which requires a deductable of $79 per month for the rental of this equipment. I first became away of the charge approximately 8/25 with a bill for only Jan-Apr ($316). In realality I actully owe $632 (Jan - Aug). I had no idea from First Choice are Aetna that the billing process would be delaid so drastiallly nor that I had a $79 per month premium. I feel that it is extremly unethical of First Choice and Aetna to take 5 months to decision a claim (january's claim approved by Aetan in May) and another 3 months for First choice to send me a bill.

Had I know I now have a $79 monthly obligation in January, I would have done what I just needed to do and cancel the equipment (against medical advice) because of the financial burden. Where my expenses may have been $158 (jan+feb) has not escalated to $632 because of their billing practices. In my conversation with First Choice I asked for a settlement (reduced amount - I suggested half ($316) on a payment plan) but they wouldn't do that.Desired Settlement: Because First Choice accepts the responsibility of submitting claims direclty to the insurance company, they have a reasonable obligation to timely process claims and bill out customer obligations. 8 months after services is not timely. I have had no other issues with First Choice and do not expect the balance to be waived, BUT I do except a reasonable compermise based on the circumstances beyond my control and within theirs.

Business

Response:

Good Afternoon

I’m writing in reference to customer concern ID [redacted]. The customer is disputing out of pocket expenses for services rendered

Jan 2013 through August 2013.

Effective January 1, 2013 the customer referenced in the concern elected a new insurance policy. Insurance benefit plans each have unique benefit definitions regarding deductibles, co-payment amounts and out of pocket expenses. At the time this change occurred First Choice was not promptly notified. Customers are responsible for reporting a change in their insurance policy within 30 days of the coverage change. Notification is required to allow First Choice to verify the patient’s eligibility and benefit levels on the new policy to insure accurate billing.

First Choice received a payment denial for January 2013 and February 2013 from the patient’s insurance carrier on file with First Choice. At this time, March 2013, the new insurance information was obtained from the customer and the account was updated to reflect the new insurance policy. The new policy was verified, eligibility determined and the customer’s new out of pocket expenses determined based on the policy’s effective date, January 1, 2013.

First Choice focuses on identifying and communicating customer’s out of pocket expenses prior to and during the service period. Insurance company changes can only be identified through the customer’s responsibility to notify First Choice or on a payment denial from the terminated insurance policy. In this case, First Choice acted reasonably once the insurance change was identified. Benefits and out of pocket expenses are determined by the customer’s selected policy and not determined by First Choice.

The customer in reference was billed based on the policy’s benefit definition and not over charged for services rendered. First Choice does not balance bill patients and accepts the contract rate as payment in full in conjunction with a customer’s defined out of pocket expenses. First Choice’s contract with the insurance company prohibits the forgiveness or waiving of co-payment or deductible amounts without a documented financial hardship.

First Choice strives to bill each account on a timely and accurate basis with the information provided by our customers. We are sensitive to the growing cost of healthcare and provide transparency in our billing and collection activity with the insurance carrier and the patient.

In conclusion, upon reviewing the facts above, it is First Choice’s opinion that the customer is responsible for the balance referenced in this claim. Currently the customer is on a payment plan, previously agreed upon on 09/06/2013 in a conversation with a First Choice Representative.

Also, as mentioned above FC would consider reducing the patient’s Deductible responsibility, up to 50% of the balance, upon customer demonstrating he meets the financial hardship requirements referenced above.

Please contact me directly if additional information is needed.

Otherwise, FC believes appropriate evidence has been provided establishing that full payment is required based on the payment arrangements agreed upon on 09/06/2013.

Consumer

Response:

Review: On May 11th 2012 we were shipped a case of Neocate Formula by First Choice Home Medical, this case was returned yet we were still billed for it. We spoke with one of the associates there in 2012 who mentioned the case was received and returned, and all of our bills were current. We received no notices of an oustanding balance until December 2014 that we now owe $650.16 for the Month of May's delivery, as well as April 3rd 2012, which was paid for. The company cannot provide any information on previous billing receipts, only that there is an outstanding balance to which we never received any notices until December 2014 of which we contested immediately. Despite several phone calls assuring me they would adjust it, it has now gone to collections with Tri-State Adjustments.Desired Settlement: The Invoice for April 3rd 2012 was paid in full, the product that was shipped without authorization on May 11th 2012 was returned. We should not be billed for either of these invoices. This should be corrected and removed from collections.

Business

Response:

Hi [redacted] I writing you concerning consumer complaint [redacted]. The consumers desired resolution has been met. The invoices stated in the complaint have been adjusted, and removed from collections. The consumer will be notified of the resolution. Sincerely [redacted]