Green Valley DME, LLC

Dear [redacted] ***,We received the attached complaint “ID# [redacted] ( [redacted] )” from [redacted] at [redacted] (the name of the medical facility is NOT clearly disclosed in the complaint)Please kindly accept our response to the points raised and we would be very pleased to provide even further details to [redacted] and to the respectful team at Revdex.com as needed.1- Please note that our website http://www.greenvalleydme.com is a public domain website accessible to our clients as well as our healthcare professionals that we interact with on daily basisOur contact info is listed on the website (contact form which is forwarded to our company email, fax number, and toll free number etc)We get 100s of calls and correspondents on weekly basis 2- Please also note that we never initiate calls to our patientsOur patients typically respond to TV ads and social media ads on daily basis and we don't process any patients' requests without their consent and we maintain recordings for ALL calls received and we would be more than happy to share these calls for the referenced patient (we don't have the patient name in the complaint, and we would love to share that with the doctor's office and Revdex.com if requested once this information is shared with us)3- Based on all insurance requirements, we don't process any medical equipment to patients without the doctor's approval, and in many cases the approval is sent back to us in the same day or the same week4- We have not received any complaints in the previous years regarding an unhappy patient that did not close in an ample fashion with the complete satisfaction of the patient and we maintain a very strict set of rules and regulations in the company in serving our patients with high degree of ethics and responsibility in doing the right thing for the wellbeing of the patient5- if the medical office received the fax requests and the doctor's office doesn't approve the equipment, we simply ask them to fax back a response with a NOT approved and we never fax the request the again6- We apologize for any misunderstanding and we kindly request that the doctor's office simply sends back a non-approvalOr, please send us the patient name and we'll gladly contact the patient for any misunderstanding, in some cases, the patient will simply change their minds and they no longer need the productWe process returns and refunds, even after we dispense the product in many cases way after our return policy (30-days) to simply create a positive patient experienceWe understand that many of our served patients have pressures in their daily lives medically and otherwise, and we try our best to help alleviate any further pressures.Please feel free to contact us any time for any further explanations for our policies or proceduresWe hope you find our response satisfactory and we hope this will close this case in a timely fashion.Green Valley DME, Compliance and Customer Care Team

Dear ***,As I mentioned in my previous response, we do take any complaints very seriously, and we are gladly more than willing to help resolve any open issuesBut for us to do so, we certainly need more informationPlease kindly provide us with (the patient’s name and the state where she lives) to be able to investigate this matter further Any information would be very useful and we will do our very best to fully investigate the matter.Sincerely, Mina E [redacted] Compliance and Operations ManagerOffice: ###-###-####Fax: ###-###-####Website: www.greenvalleydme.com Tell us why here

Dear [redacted] ***, We received the attached complaint “ID# [redacted] ( [redacted] )” from [redacted] at [redacted] (the name of the medical facility is NOT clearly disclosed in the complaint)Please kindly accept our response to the points raised and we would be very pleased to provide even further details to [redacted] and to the respectful team at Revdex.com as needed.1- Please note that our website http://www.greenvalleydme.com is a public domain website accessible to our clients as well as our healthcare professionals that we interact with on daily basisOur contact info is listed on the website (contact form which is forwarded to our company email, fax number, and toll free number etc)We get 100s of calls and correspondents on weekly basis 2- Please also note that we never initiate calls to our patientsOur patients typically respond to TV ads and social media ads on daily basis and we don't process any patients' requests without their consent and we maintain recordings for ALL calls received and we would be more than happy to share these calls for the referenced patient (we don't have the patient name in the complaint, and we would love to share that with the doctor's office and Revdex.com if requested once this information is shared with us) 3- Based on all insurance requirements, we don't process any medical equipment to patients without the doctor's approval, and in many cases the approval is sent back to us in the same day or the same week 4- We have not received any complaints in the previous years regarding an unhappy patient that did not close in an ample fashion with the complete satisfaction of the patient and we maintain a very strict set of rules and regulations in the company in serving our patients with high degree of ethics and responsibility in doing the right thing for the wellbeing of the patient 5- if the medical office received the fax requests and the doctor's office doesn't approve the equipment, we simply ask them to fax back a response with a NOT approved and we never fax the request the again 6- We apologize for any misunderstanding and we kindly request that the doctor's office simply sends back a non-approvalOr, please send us the patient name and we'll gladly contact the patient for any misunderstanding, in some cases, the patient will simply change their minds and they no longer need the productWe process returns and refunds, even after we dispense the product in many cases way after our return policy (30-days) to simply create a positive patient experienceWe understand that many of our served patients have pressures in their daily lives medically and otherwise, and we try our best to help alleviate any further pressuresPlease feel free to contact us any time for any further explanations for our policies or proceduresWe hope you find our response satisfactory and we hope this will close this case in a timely fashion.Green Valley DME, Compliance and Customer Care Team

Dear [redacted] I hope my message finds you doing wellWe take these matters very seriously, and we would like to first apologize for any inconvenience this might have impacted you and/or your practice We have in the meantime, purged your fax number out of our fax pool, to avoid any re-occurrence.For the time being, please allow me to explain briefly how our faxing system works, so you may have a better understanding.Fax System: Our faxing system sends fax for each product approval request each days for times But as soon as we are notified to stop a fax, we stop it on the spot and it takes our system hours to update.Also, we will only process product requests with the approval and the consent of the patient, and we cannot obtain the physician and or the practice contact info (address, phone, fax ...etc.) without the patient directly providing us with the info, so we can obtain the approval Moreover, as per the typical guidelines, we will only process these requests if there is a medical necessity and we can only dispense the final product if the treating physician or NP has provided us with an approved order We rely on the practice to make this assessment and we simply accept a denial if the practice deems the product unnecessary We receive many approvals daily and we believe that these products are highly needed in all these cases.Again, please accept our apologies for any inconveniencesIn the meantime, please feel free to contact me anytime My contact info is below:Mina E [redacted] Compliance and Operations ManagerOffice: ###-###-####Fax: ###-###-#### Website: www.greenvalleydme.com Tell us why here

Dear ***,I would like to assure you that we do take any complaints very seriously, and we are gladly more than willing to help resolve any open issuesBut for us to do so, we certainly need more informationPlease kindly provide us with (the patient’s name and the state where she lives) to be able to investigate this matter further Any information would be very useful and we will do our very best to fully investigate the matterSincerely, Mina E [redacted] Compliance and Operations Manager Office: ###-###-#### Fax: ###-###-#### Website: www.greenvalleydme.com

Date: February 13, Dear [redacted] , I hope our message finds you doing well In response to your recent complaint filed with the Revdex.com, we would like to assure you that we process any complaint very seriously and in a very detailed mannerAlthough there are accusations of activities we do not practice, we are gladly more than willing to help resolve any open issuesWe are currently conducting a complete investigation to understand why would your respectful mom have this negative experience and we are looking into which process break led to this misunderstanding We can assure you, if we uncover any inappropriate behavior or break of policy, that we will take strong actions and put corrective actions in place to avoid any repeat of this negative experienceOur company prides itself in compliance and while we have some small complaints that arise every once in a while, we have kept a very strong customer satisfaction record overall with our Patients and Physicians baseSincerely, Compliance Department Office: ###-###-#### Fax: ###-###-#### Website: www.greenvalleydme.com

Dear *** *** I hope my message finds you doing well. In response to the recent complaint filed with the Revdex.com, I would like to assure you that we do take any complaints very seriously, and we are gladly more than willing to help resolve any open issues. Green Valley
never interacts with any beneficiary unless we are approached and/or requested directly by the patient to provide a service or a product! Patients typically respond to one of our marketing campaigns, which include sending post cards, running TV ads, and utilizing social media over the Web. After a patient’s direct request for a product or service, we contact their physician’s office and fax a physician’s order to approve the requested product. Only when the physician’s order is signed and dated by the prescribing physician and is faxed back to the operations team, does Green Valley dispense the product in accordance with the published guidelines. Please note that I personally listened to your phone call recording and did not detect any violation to HIPPA, patients' rights, and Medicare standards Today we received your email and cancelled your back brace order as per your request. If you have any questions or comments, please don't hesitate to contact me at any time. Mina E***Compliance and Operations Manager*** *** ext: ***

Date: February 13, 2018 Dear [redacted], I hope our message finds you doing well.  In response to your recent complaint filed with the Revdex.com, we would like to assure you that we process any complaint very seriously and in a very detailed manner. Although there are accusations of activities...

we do not practice, we are gladly more than willing to help resolve any open issues. We are currently conducting a complete investigation to understand why would your respectful mom have this negative experience and we are looking into which process break led to this misunderstanding.  We can assure you, if we uncover any inappropriate behavior or break of policy, that we will take strong actions and put corrective actions in place to avoid any repeat of this negative experience. Our company prides itself in compliance and while we have some small complaints that arise every once in a while, we have kept a very strong customer satisfaction record overall with our Patients and Physicians base. Sincerely, Compliance Department Office: ###-###-#### Fax: ###-###-#### Website: www.greenvalleydme.com

Hello Jean, I understand that this issue has been resolved by our Customer Service representative through an documented email thread. Please do not hesitate to contact me directly for any further concerns. Mina A[redacted]Compliance Manager[redacted]

Dear [redacted]. I hope my message finds you doing well. We take these matters very seriously, and we would like to first apologize for any inconvenience this might have impacted you and/or your practice.  We have in the meantime, purged your fax number out of our fax pool, to avoid...

any re-occurrence.For the time being, please allow me to explain briefly how our faxing system works, so you may have a better understanding.Fax System: Our faxing system sends 1 fax for each product approval request each 3 days for 5 times.  But as soon as we are notified to stop a fax, we stop it on the spot and it takes our system 24 hours to update.Also, we will only process product requests with the approval and the consent of the patient, and we cannot obtain the physician and or the practice contact info (address, phone, fax ...etc.) without the patient directly providing us with the info, so we can obtain the approval.   Moreover, as per the typical guidelines, we will only process these requests if there is a medical necessity and we can only dispense the final product if the treating physician or NP has provided us with an approved order.   We rely on the practice to make this assessment and we simply accept a denial if the practice deems the product unnecessary.     We receive many approvals daily and we believe that these products are highly needed in all these cases.Again, please accept our apologies for any inconveniencesIn the meantime, please feel free to contact me anytime.  My contact info is below:Mina E[redacted]Compliance and Operations ManagerOffice: ###-###-####Fax: ###-###-#### Website: www.greenvalleydme.com Tell us why here...

Dear [redacted],As I mentioned in my previous response, we do take any complaints very seriously, and we are gladly more than willing to help resolve any open issues. But for us to do so, we certainly need more information. Please kindly provide us with (the patient’s name and the state where she lives) to be able to investigate this matter further.  Any information would be very useful and we will do our very best to fully investigate the matter.Sincerely, Mina E[redacted]Compliance and Operations ManagerOffice: ###-###-####Fax: ###-###-####Website: www.greenvalleydme.com Tell us why here...

Dear [redacted],I would like to assure you that we do take any complaints very seriously, and we are gladly more than willing to help resolve any open issues. But for us to do so, we certainly need more information. Please kindly provide us with (the patient’s name and the state where she lives) to be...

able to investigate this matter further.  Any information would be very useful and we will do our very best to fully investigate the matter. Sincerely, Mina E[redacted] Compliance and Operations Manager Office: ###-###-#### Fax: ###-###-#### Website: www.greenvalleydme.com

Date: May 19th, 2016 Dear [redacted], I hope my message finds you doing well.  In response to the recent complaint filed with the Revdex.com, I would like to assure you that we do take any complaints very seriously, and we are gladly more than willing to help resolve any open...

issues. However that being said, it seems like this complaint/complainer is targeting the wrong company!   We never interact with any beneficiary unless we are approached and/or requested directly by the patient to provide a service or a product!  Patients typically respond to one of our marketing campaigns, which include sending post cards, running TV ads, and utilizing social media over the Web.  After a patient’s direct request for a product or service, we contact their physician’s office and fax a physician’s order to approve the requested product.  Only when the physician’s order is signed and dated by the prescribing physician and is faxed back to the operations team, does Green Valley dispense the product in accordance with the published guidelines. For us to pursue more details and to provide you an adequate response, please kindly provide us with more information (the patient’s name) to be able to investigate this matter further.  Any information would be very useful and we will do our very best to fully investigate the matter. Sincerely, Mina E[redacted]Compliance and Operations ManagerOffice: ###-###-####Fax: ###-###-####Website: www.greenvalleydme.com

[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]