Good Night Medical

I did not send them a current certificate of medical need, the order should not have been sent to me in the first placeThey also didn't bill my insurance, or provide me paperwork to do soThank you,

Hello, I apologize for the delayed response and we are sorry to hear about the poor experience you have had with usWe will continue to investigate the break down in communication as it is our highest priority to provide satisfactory serviceWe greatly appreciate you bringing this issue to our attentionWe would be happy to transfer your records to youI have called the number we have for you on file, so we can verify your addressTo take care of this matter as quickly as possible please give us a call back so we may assist you###-###-####

Customer’s Statement of the Problem:This company refuses to take me off their call listI've repeatedly told their agents via phone and email that I am not interested in using them as a vendor but they continue to harass me calling and emailing every day or two.In Response to customer
complaint:Mr***,
First of all I want to reassure
you that you have now been removed from our contact queue
Secondly, I want to thank you
for taking the time to make us aware of the issues that you have been
experiencing. In reviewing the information you provided us, along with a
review of our systems and processes, we discovered some errors. We
discovered that due to a human processing error that our system failed to
identify you as a patient that wished to be removed from our contact listDue to this error, your account remained in
the contact queue and we continued to call and email you about reordering your medical
supplies
We take this and all patient
concerns very seriously and want to sincerely apologize that you had a bad
experience with our companyWe have
taken note of this situation that you experienced, so that we can use it as a
solid example and teaching tool that will enable us to tighten up our systems
and processes so that these types of issues do not occur in the future
Again we apologize for our
error and in the event that you want to give us a second chance in the future, feel
free to correspond directly with the Manager of our Customer Service team,
Latoya C*** Her direct contact
information is ###-###-#### or you can email her at ***@goodnightmedical.com As a token of
our gratitude, upon you next order with us we will apply a $credit to your
next order which can be applied to any patient balance not covered by your
insurance Again, we greatly appreciate
your feedback
Sincerely,
Good Night Medical

Hello, I apologize for the delayed response and we are sorry to hear about the poor experience you have had with us. We will continue to investigate the break down in communication as it is our highest priority to provide satisfactory service. We greatly appreciate you bringing this issue to our...

attention. We would be happy to transfer your records to you. I have called the number we have for you on file, so we can verify your address. To take care of this matter as quickly as possible please give us a call back so we may assist you. ###-###-####

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

We have received the rebuttal from the patient as seen below “"I did not sent them a current certificate of medical need, so the order should not have been sent to me in the first place. They also did not bill my insurance, or provide me with paperwork to do so." In response:   Upon receiving the patients request for supplies we contacted her doctor’s office and received a certificate of medical necessity (CMN) from the physician dated 08/20/2015 authorizing the need for the provided medical supplies that the patient requested.  We also billed the insurance that the patient provided to us and in fact received a small payment from them on 09/16/15, however the majority of the approved amount was applied to the patients deductible and co-insurance totaling the amount she was previously billed for. Thank You, P.Todd Frasure | Director of ReimbursementGood Night Medical(877) 753-3742 ext 7321(614) 573-9075 Direct Dial  The materials in this e-mail are private and may contain Protected Health Information.  If you are NOT the intended recipient, please notify the sender immediately and destroy this message.  From: Todd Frasure Sent: Friday, December 4, 2015 1:38 PMTo: '[email protected]' <[email protected]>Subject: Complaint ID 10961254 S.Kelly Mrs. Catherine McLaughlin, I have attached a letter we received on 12/04/15 for complaint ID 10961254 In Response to the complaint, I have reviewed and have found that the issue is that Mrs. [redacted] sent her supplies back to the incorrect address.  I have listed the step by step activity on this issue below. A review of Mrs. [redacted] account shows that we sent an invoice (bill) on 09/22/15 for supplies that she ordered on 08/21/15.  With no reply, we sent a second letter stating the account was past due on 10/22/15.  Again, with no reply, we sent a third letter requesting payment on 11/10/15.On 11/19 we placed an automated call at 1:03pm and left a voicemail.  At 9:45pm that same day we attempted a second automated call which was answered and hung up on.On the evening of 11/19 that patient we received a voicemail from Mrs. [redacted] stating that she is no longer using her CPAP machine and doesn't want any more calls in regards to supplies, also let us know she sent back her last shipment to the return address listed.On 11/20 a third auto call was placed at 11:20am and left a voicemail. And again the same on 11/23.On 11/25 received a copy of patients invoice along with a copy of a receipt from the post office showing she mailed back supplies back on 10/3/15 the tracking number for the package she returned to us is 95022000249752760000 it appears she mailed it to the wrong address. It was sent to Overland Park, KS (this is only for returned mail from our billing service).  I called patient and left message informing her that she would want to contact post office to track her package as it appears they are trying to send it back to her and it is back in the post office.On 11/26 a final  past due letter was mailed to here.On 12/01 made another follow-up call to the patient and informed her the address she mailed her supplies was incorrect.  Suggested that she follow up and track package with the post office.On 12/04 we received a letter from the Revdex.com regarding complaint 10961254 Collection Active History from collection system Letter Sent 11/26/2015 Self Pay 3 - Seriously Past DueSelf Pay 3 - Seriously Past Due   Virtual Agent Call 11/23/2015 Outbound call attempted (1:35pm Central); Mid Letter Series; result: LeftVoicemailOutbound call attempted (1:35pm Central); Mid Letter Series; result: LeftVoicemail   Virtual Agent Call 11/20/2015 Outbound call attempted (11:02am Central); Mid Letter Series; result: LeftVoicemailOutbound call attempted (11:02am Central); Mid Letter Series; result: LeftVoicemail   Virtual Agent Call 11/19/2015 Inbound call received (9:45pm Central); result: HangupInbound call received (9:45pm Central); result: Hangup   Virtual Agent Call 11/19/2015 Outbound call attempted (1:03pm Central); Mid Letter Series; result: LeftVoicemailOutbound call attempted (1:03pm Central); Mid Letter Series; result: LeftVoicemail   Letter Sent 11/10/2015 Self Pay 2 - Payment Req'd NowSelf Pay 2 - Payment Req'd Now   Letter Sent 10/22/2015 Self Pay 1 - Past DueSelf Pay 1 - Past Due   Invoice Sent 09/22/2015 InvoiceNo: 98189; Total Amount: $292.73InvoiceNo: 98189; Total Amount: $292.73   In Summary the patient attempted to return her supplies to the return address on her billing statement/letter, not the return address on the packaging that her supplies we sent to her in. Revdex.com requested settlement:  No collection action and bill voided, no effect on credit report. Good Night Medical is willing to agree to the settlement above.  We would ask that the patient contact the post office and retrieve that package and return it to the address from which it was shipped In good faith I have gone ahead and suspended any further collection activity  If there are any further question please feel free to contact me directly  Thank You,

I have attached a letter we received on 12/04/15 for complaint ID [redacted] In Response to the complaint, I have reviewed and have found that the issue is that Mrs. [redacted] sent her supplies back to the incorrect address.  I have listed the step by step activity on this issue below. A...

review of Mrs. [redacted] account shows that we sent an invoice (bill) on 09/22/15 for supplies that she ordered on 08/21/15.   With no reply, we sent a second letter stating the account was past due on 10/22/15.  Again, with no reply, we sent a third letter requesting payment on 11/10/15. On 11/19 we placed an automated call at 1:03pm and left a voicemail.  At 9:45pm that same day we attempted a second automated call which was answered and hung up on. On the evening of 11/19 that patient we received a voicemail from Mrs. [redacted] stating that she is no longer using her CPAP machine and doesn't want any more calls in regards to supplies, also let us know she sent back her last shipment to the return address listed. On 11/20 a third auto call was placed at 11:20am and left a voicemail. And again the same on 11/23. On 11/25 received a copy of patients invoice along with a copy of a receipt from the post office showing she mailed back supplies back on 10/3/15 the tracking number for the package she returned to us is [redacted] it appears she mailed it to the wrong address. It was sent to Overland Park, KS (this is only for returned mail from our billing service).  I called patient and left message informing her that she would want to contact post office to track her package as it appears they are trying to send it back to her and it is back in the post office. On 11/26 a final  past due letter was mailed to here. On 12/01 made another follow-up call to the patient and informed her the address she mailed her supplies was incorrect.  Suggested that she follow up and track package with the post office. On 12/04 we received a letter from the Revdex.com regarding complaint [redacted]

I did not send them a current certificate of medical need, the order should not have been sent to me in the first place. They also didn't bill my insurance, or provide me paperwork to do so. Thank you,