Handi Medical Supply, Inc.

Initial Business Response /* (1000, 10, 2015/08/06) */
In November of 2014, Handi received a fax from ***'s physician which states, in part: "I am writing on behalf of Ms*** ***I have advised her to use phototherapy to help with her symptoms." Based on that faxed order, we shipped
the light box to the customerThe insurance was verified as active and we billed the item to her insuranceThe customer spoke with our billing department after receiving the item and was informed the item is coverable by Blue Cross, however we have no way of know the specifics of her insurance policy and therefore Handi Medical cannot guarantee coverage
In mid-January, the customer came into our showroom asking to return the productShe was informed that it was beyond the return dateHandi Medical's written return policy was printed at the bottom of the receipt she received with the productShe asked the front desk staff to speak to a manager and I then became involvedMy notes on file, and my recollection of the conversation, differ widely from the documentation you received from the customerFirstly, the product came back to Handi in a paper grocery bag, without the original packaging and without even the owner's manualOur return policy states that items must be returned in "like new condition, in the original packaging"So not only was the item beyond the 14-day return policy, it was also not sellable to another customerFurthermore, the customer told me during our conversation that she had used the item and was only returning it because her insurance didn't pay for itI left her briefly to discuss this with the supervisor in our billing departmentShe was unable to ascertain why the insurance didn't cover the item and told me she would file an appeal with the insurance to see if they would coverI relayed that information to ***, telling her again that our information shows it should be covered but we could not guarantee payment
The very next day, *** returned to Handi, put the paper grocery bag on the counter and walked outNeither the front desk staff nor myself had any conversation with her on this daySince I had told her, a day previous, that we would not accept a return on the item, I did ship the light box back to her with a note re-stating the reason why the item wasn't returnable and the fact that we were filing an appeal with the insurance
The appeal with the insurance took until mid-June, at which time it was still denied and deemed non-covered for her specific policyThe billing office called and explained this to the customer, letting her know she would be responsible for the chargesTwo further phone calls re-iterated her responsibility for paymentDiscussions with the billing manager and with the CEO for Handi medical occurred and the charges will not be reversed
Initial Consumer Rebuttal /* (3000, 12, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Revdex.com asks that I contact them if Handi Medical Supply contacts me directlyAlthough they haven't called my personal cell phone in some time I have received another invoice from them where they threaten to add unspecified "service charges" if I do not make payment in daysI feel that this is unfair for them to do while the matter is in mediation with your officeShouldn't they wait until all the facts, and responses have been put on the table before threatening me with additional charges?
Handi Medical Supply has responded to the Revdex.com and their argument is as followsHandi Medical Supply says that my doctor says that "C---- U-- asked for this light box." So now they have gone on record as saying that I did not contact Handi Medical Supply and ask for this productSo, am I wrong in asserting that I never entered in to a contract with Handi Medical Supply in the first place?
Anyway, I don't believe their response at allMy doctor would never reveal private conversations and violate doctor/patient confidentiality
Then they go into a lot of nonsense about how I used the product and tried to returned it in a paper bag without the owner's manualWell, this is a complete fabricationYou have my original complaint, and I stand by every word of itI still have the product in the original shipping box with everything that was sent to me
The day after I received the product, I drove down to their location and tried to return everything, unused and in the original boxThe clerk refused to accept the return, and so asked for the store managerThe store manager also refused to accept the return, insisting that my insurance company would pay the invoice
Their behavior is very unsettling to me and I have been stressing out about this for months now
I would like a prompt resolution to this matter, and I assure you that $is a lot of money to meI wish they would just accept their light box, as it is unused and in it's original package, and leave me alone
Again, thank you so much for your attention to this matterI need your helpSincerely
Final Business Response /* (4000, 14, 2015/08/24) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
Please be advised that Handi Medical Supply has agreed to allow *** *** to return her phototherapy light box for a full refundBoth my staff and I have discussed this with Ms*** and it is my opinion that she feels that this matter has been fully resolvedShe will be bringing the unit back to our office early next week
Final Consumer Response /* (2000, 16, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to thank the Revdex.com and Mr*** of Handi Medical Supply for a mutual resolution to this issue

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