HME Specialists, LLC

September 17, 2015Revdex.com Jefferson St NE Suite AAlbuquerque, NM 87109RE: [redacted] To Whom It May Concern:HME Specialists, LLC received an order for a wheelchair in the o'clock hour on September 8, for deliveryHME's records indicated the patient's spouse spoke with our customer service representative (CSR) at 2:pm and received notification that equipment would be delivered the same dayThe HME CSR provided the order to distribution at 5pm and requested same daydelivery on the ticketThe sales order was assigned to a delivery technician at 6:pmMrs [redacted] was notified by the HME technician that the delivery would not be able to occur until 9/9/There was a miscommunication within HME's Distribution and Customer Service Teams thus resulting in the delay in the deliveryThe staff has been re-educated on HME's process for same day requests, to help avoid further issues of this nature.The following morning, HME's Distribution Manager (DM) was notified of the situation and the complaint by the patient's wife, The DM contacted Mrs [redacted] directly to assure her we would get the wheelchair out to her husband that day and apologized for what was clearly HME's mistakeHe further made accommodations to deliver it to her work so she did not have to leave early to get home for deliveryThe DM also gave Mrs [redacted] his contact information in the event she had any other further disruptions with service so he could address them directly.The staff that spoke to Mrs [redacted] rudely have been re-educated on the customer service expectations that HME holds its employees toWe are sincerely sorry that she experienced such poor customer service, and for the delay in the delivery of the wheelchair.HME Specialists, LLC is extremely sorry for the frustration that Mrand Mrs [redacted] experienced with us, and we intend to use this as a training opportunity for our entire staff.Thank you for taking the time to bring this to our attention.Sincerely, Bill W [redacted] Manager of Contracting and Payer RelationsHME Specialists, LLC

May 17, Revdex.com 7007Jefferson St NE Suite A Albuquerque, NM Re: [redacted] To whom it may concern: After researching this complaint, HME Specialists, LLC has found that the bills were initially being sent to [redacted] **After invoices were sent to this address, they were returned as undeliverableHME was notified to change the address to [redacted] **HME noted the change in our system, however HME did not notify Strategic AR (SAR), which is the company we use to send out patient invoicesThus, resulting in the invoices not being delivered timelyTo date, HME now has the complainant's address listed as [redacted] **This is also the address that SARnow has on fileMs [redacted] 's account is showing that it is paid and up to dateWe do have invoices pending payment from the health planOnce the insurance company processes the claims, we will send the invoices to the [redacted] addressWe apologize for any inconvenience this has causedRegards-Stacie J [redacted] Director of Business Development

[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]

July 9, Revdex.com Jefferson St NE Suite A Albuquerque, NM RE: [redacted] To whom it may concern: HME received the initial paperwork for a lift chair on 2/24/for Ms [redacted] ***Ms [redacted] was notified that she would need to pay for the chair and then HME would bill the insurance for the lift mechanism within the chairPer insurance guidelines, the insurance companies will only pay for the lift mechanism and the chair portion is considered a non-covered benefitMs [redacted] paid $to the HME retail storeAfter the item was paid for, she was advised we would bill for the lift mechanism and if HME received reimbursement from the insurance company, we would refund her the amount HME received from the insurance companyOn 02/26/HME billed for the Lift Mechanism to [redacted] and on 03/10/ [redacted] paid $netting down $to secondary insurance which would have been [redacted] for Life, but this insurance was not loaded in the HME system until 4/13/HME was made aware of the secondary insurance in April of HME created an invoice for [redacted] for Life on 4/13/and a claim was submitted to [redacted] for Life on 4/27/HME voided the refund to Ms [redacted] at this time, as we were waiting for the secondary insurance to pay their portionHME called and left a message for Ms [redacted] at this time [redacted] can take up to days for claims to process, [redacted] was called on 5/22/2015, HME was notified By [redacted] that they were not in possession of the claim, [redacted] directed HME to fax the claim to [redacted] , this was done the same day [redacted] made a payment toward patient's account, a refund request for $was given to the accounting department and is being urgently processed as of 7/08/An HME lead representative from HME Specialists, LLC contacted the patient's daughter, [redacted] , on 7/7/and discussed the status of the refundA refund check should be received no later than 7/14/HME Specialists, LLC sincerely apologizes for the any inconvenience that was caused on our part, related to the delay in Ms [redacted] receiving her refundWe thank you for taking the time to notify of this situation, so that we can use this to improve our customer servicePlease feel free to contact me with any questions or concernsRespectfully, Stacie J [redacted] Director of Business DevelopmentHME Specialists, LLC505-342-

June 1, 2016 RevDex.com7007 Jefferson St NE Suite A Albuquerque, NM 87109 Re: [redacted] To whom it may concern: Thank you for taking the time to bring this matter to our attention. We have found that the communication process HME has in place was not followed. HME has requested an updated... prescription from the complainant's prescribing provider. We have attempted to contact [redacted] at ###-###-####, and the number is not a valid number. HME has also sent an email to: [redacted] , but we have not received a return email. We would like to speak to Ms. ***, in order provide her with an appropriate alternative to the E cylinders that she is currently using. Ms. [redacted] can contact our Manager of Customer Service at ###-###-####. His name is Chris R***.We look forward to hearing from Ms. [redacted] so that we can provide her with the oxygen system that will accommodate her lifestyle. Again, thank you for taking the time to bring this matter to our attention. Regards-Stacie J [redacted] Director of Business Development

[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 meI would ask that HME learns from this incident and improvesIn the retail environment a negative experience is passed on faster than a positive one and it is always better to work with the customer instead of having us verses the customerThis starts with giving the correct information and if the staff member does not know, admit they do not know the answer and ask for help As a customer I am more understanding when the staff person where I am shopping admits they do not know, but than asks someone for help, instead of what happen in this caseBecause the customer service manger did call me to resolve the issue and ensured me it would not happen again, is the reason I am accepting their response Regards, [redacted] ***

August 25, Revdex.com Jefferson St NE Ste A Albuquerque, NM Re: [redacted] To whom it may concern: Thank you for notifying HME of the concerns voiced by [redacted] HME Specialists, LLC would like to apologize for the issues that Mrs [redacted] had while receiving services from HME Specialists, LLCWe did attempt to contact Mrs [redacted] on 8/24/to discuss the resolutions to her concerns, but she informed us that all correspondence was to go through Revdex.comIf, after receiving this correspondence, she has any questions, she is welcome to contact HME Specialists, LLCThe District Manager for the Roswell office is Mark G***, and he is based in our Las Cruces BranchMark will re-educate his Roswell team on quoting patient out of pocket responsibilities when dispensing equipmentHME is not required to obtain a prior authorization from Molina for the CPAP machinesI have reached out to our Molina Representative regarding the information that Mrs [redacted] received, but at the time of this letter I have not heard back from MolinaWe apologize for the confusion related to the concentrator, and we have removed that charge, as well as the charges for the CPAP machine and supplies from the patient's accountHer amount due to HME is $We have updated her address in our system as of 6/19/Based on the complaints regarding lack of communication from the HME staff, our management will address this with all staff that have been mentionedHME has a communication policy in place, and all staff will be reminded to follow our communication policyAgain, on behalf of HME, we are sorry for the poor experience that Mrs [redacted] had while being serviced by HMEWe thank her for taking the time to make us aware of her concerns, and hope that we will have the opportunity to service her in the near futureKindest Regards, Stacie [redacted] D [redacted] BSN RN AVP of Business Development

August 31, Revdex.com Jefferson St NE Ste A Albuquerque, NM Re: *** Dear ***: Thank you for contacting me regarding the concerns voiced by *** ***Our Manager of the Supply Department, Lisa G***, spoke with *** to discuss her concernsWe reached out
to *** to make sure that we completely understood the issues she was having with HMEAfter speakingwith ***, we determined that she had frustrations with her CPA? mask, the return of unused items and the billing of the unused itemsHME sincerely apologizes for the issues that *** encountered while trying to return unused supplies and receiving the credit to her account for the unused suppliesHME has credited her account for the unused masksLisa G*** gave Mrs*** her direct number if there are any further issuesAdditionally, HME will use this incident as a case study to improve our processes as well as work with our vendor to ensure that this does not occur with anyone elseThank you again, for taking the time to make us aware of this issue and please feel free to contact me with any further questions or concernsKindest Regards-Stacie J*** *** AVP of Business Development

August 3, Revdex.com Jefferson St NE Suite A Albuquerque, NM RE: *** To whom it may concern: HME Specialists, LLC has reviewed the complaint filed by *** *** and has found that we did not follow some of our internal processes, which caused Mr*** to
experience a delay in receiving his supplies, and the poor customer service he experiencedHME received the order for Mr***'s supplies on July 9, 2015, and the order was sent to an incorrect Customer Service Representative at HMEThe order was then forwarded to the correct Customer Service Representative at HME, unfortunately, the order was not worked in a timely manner according the internal time frames HME Specialists, LLC has in placeAdditionally, the communication process we have in place was not followed, thus resulting in Mr*** not receiving a return telephone callPer our records, Mr***'s supplies were delivered on July 27, at 12:47, via ***HME Specialists, LLC is extremely sorry for the poor customer service that Mr*** *** experienced from usWe appreciate Mr*** for taking the time to make us aware of his experience, as we will use it as a training mechanism for the HME Specialists, LLC staffIf you have any questions or concerns, please feel free to contact meRegards-Stacie J*** *** Director of Business Development HME Specialists, LLC

Revdex.com Jefferson NE Ste A Albuquerque, NM Re: *** To whom it may concern: Thank you for bringing the concern of Mr*** *** to our attentionHME is sincerely sorry for any inconvenience this has caused Mr***Our Billing Manager, Erica P***,
contacted Mr*** on Friday, February 24, 2017, to discuss his concernsMr*** indicated that he did not receive invoices from HMEHME is going to arrange for the equipment to be picked up and the account will be removed from collectionsAgain, HME apologizes for any inconvenience this may have causedPlease feel free to contact me with any questions or concernsRegards,Stacie *** D*** AVP of Business Development HME Specialists, LLC

[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 meLisa was very apologeticHowever, I pray I never have to do business with them againI will find a different company for my medical supply needsThey lost a customer due to horrible customer service regarding less than $
Regards,
*** ***

Revdex.com Jefferson St NE Ste A Albuquerque, NM Ref: *** *** *** Dear ***: Thank you so much for making us aware of the concern from *** ***After researching the account, HME agrees that we could have done a better job in discussing the paperwork
that they signed when they received the scooter, and that the scooter was a rental item, not a purchase itemWe have discussed with the HME the necessity to document that items are rentals, on the paperwork that our customers receive, if the item is a rentalHME, did also find that we billed Blue Cross Blue Shield of NM for additional months, and we have notified BCBSNM and had them recoup from HME, the overpaymentsThere is no additional payment due from Mrand Mrs*** to HME, and we have zeroed out the accountAgain, we apologize for any inconvenience this has caused, and we appreciate that this was brought to our attentionPlease feel free to contact me with any additional questionsKindest Regards-Stacie J*** AVP of Business Development

April 7, 2016Revdex.comJefferson St NE Suite AAlbuquerque, NM 87109Re: ***To whom it may concern:Upon review of the complainant's account in the HME System, we have that HME did submit the claims to the insurance timely, The claims that HME filed, where initially paid in
September, October, November and December of When the claims were processed by the insurance company, they were processed as HME as an out of network providerThis resulted in a larger complainant responsibilityThe insurance company then reprocessed the claims in March of HME received a call from *** with *** *** *** *** notifying us that the claims were going to be reprocessed by the insurance, based on our notes in our system on 3/7/The complainant was given various amounts to pay, due to the insurance company processing the claims as and out of network provider, then reprocessing the claims in MarchIt appears that some of the claims have been reprocessed for a third timeHME printed out all the Explanation Of Benefits from the insurance company, and we are still finding discrepanciesHME called the insurance company on 4/6/and spoke with *** for minutes to attempt to get the claims processed properly*** indicated that in their system she sees that the complainant has a different complainant portion due than what HME is showing on their websiteHME is attempting to work with the health plan to get a definitive amount that needs to be paid.Regarding the complaint related to the collection agency, the complainant has not been sent to a collection agencyOnce 1-1ME was notified in March that the claims were going to be reprocessed, we stopped sending the collection letters to the complainant.HME would be more than happy to have a three-way call with the complainant, the Director of Billing with HME and the insurance company to help determine what the exact amount due is.Regards-Stacie J*** ***Director of Business Development

Complaint: ***
I am rejecting this response because, while HME claims to be taking steps, the matter has not yet been resolvedI accept that the fault has not been entirely with HME, however, if the company had communicated with me I might have been able to assist in achieving resolutionAlso, HME claims that the phone number they have for me is not valid, but they must have mis-dialed, as the number they include in their message is my cell phone number and my preferred numberDuring the week of May - June I received numerous voice and text messages at that number and, as of this morning I am still receiving phone callsPerhaps this is one more example of the company not putting sufficient effort into detailsI await final resolution of this matter
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

[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. I would ask that HME learns from this incident and improves. In the retail environment a negative experience is passed on faster than a positive one and it is always better to work with the customer instead of having us verses the customer. This starts with giving the correct information and if the staff member does not know, admit they do not know the answer and ask for help.  As a customer I am more understanding when the staff person where I am shopping admits they do not know, but than asks someone for help, instead of what happen in this case. Because the customer service manger did call me to resolve the issue and ensured me it would not happen again, is the reason I am accepting their response.
Regards,
[redacted]

May 20 2015 Revdex.com 7007 Jefferson St NE Suite A Albuquerque, NM 87109 Re: ID [redacted] ([redacted]. [redacted])To whom it may concern: HME Specialists, LLC sincerely apologizes for the damage that was caused to complaint's home. HME has contacted Home Modification...

Solutions to make the repairs to the damage that was done to [redacted]'s home. Home Modification Solutions has made contact with Mr. [redacted], and is scheduled to repair the damage on Thursday, May 21, 2015 at 10:00 AM. Additionally, HME Specialists, LLC apologizes for the delay in contacting the customer relative to having the repairs completed. We are currently revisiting our internal process to ensure delays don't occur in the future. Please feel free to contact me with any questions or concerns. Regards-[redacted] BSN RN HME Specialists, LLC Director of Business Development

September 17, 2015Revdex.com 7007 Jefferson St NE Suite AAlbuquerque, NM 87109RE: [redacted]To Whom It May Concern:HME Specialists, LLC received an order for a wheelchair in the 12 o'clock hour on September 8, 2015 for delivery. HME's records indicated the patient's spouse spoke...

with our customer service representative (CSR) at 2:29 pm and received notification that equipment would be delivered the same day. The HME CSR provided the order to distribution at 5pm and requested same daydelivery on the ticket. The sales order was assigned to a delivery technician at 6:09 pm. Mrs. [redacted] was notified by the HME technician that the delivery would not be able to occur until 9/9/15. There was a miscommunication within HME's Distribution and Customer Service Teams thus resulting in the delay in the delivery. The staff has been re-educated on HME's process for same day requests, to help avoid further issues of this nature.The following morning, HME's Distribution Manager (DM) was notified of the situation and the complaint by the patient's wife, The DM contacted Mrs. [redacted] directly to assure her we would get the wheelchair out to her husband that day and apologized for what was clearly HME's mistake. He further made accommodations to deliver it to her work so she did not have to leave early to get home for delivery. The DM also gave Mrs. [redacted] his contact information in the event she had any other further disruptions with service so he could address them directly.The staff that spoke to Mrs. [redacted] rudely have been re-educated on the customer service expectations that HME holds its employees to. We are sincerely sorry that she experienced such poor customer service, and for the delay in the delivery of the wheelchair.HME Specialists, LLC is extremely sorry for the frustration that Mr. and Mrs. [redacted] experienced with us, and we intend to use this as a training opportunity for our entire staff.Thank you for taking the time to bring this to our attention.Sincerely, Bill W[redacted]Manager of Contracting and Payer RelationsHME Specialists, LLC

May 17, 2016 Revdex.com 7007Jefferson St NE Suite A Albuquerque, NM 87109 Re: [redacted] To whom it may concern: After researching this complaint, HME Specialists, LLC has found that the bills were initially being sent to [redacted]. After invoices were sent to this...

address, they were returned as undeliverable. HME was notified to change the address to [redacted]. HME noted the change in our system, however HME did not notify Strategic AR (SAR), which is the company we use to send out patient invoices. Thus, resulting in the invoices not being delivered timely. To date, HME now has the complainant's address listed as [redacted]. This is also the address that SAR. now has on file. Ms. [redacted]'s account is showing that it is paid and up to date. We do have 6 invoices pending payment from the health plan. Once the insurance company processes the claims, we will send the invoices to the [redacted] address. We apologize for any inconvenience this has caused. Regards-Stacie J[redacted] Director of Business Development

[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]

July 9, 2015 Revdex.com 7007 Jefferson St NE Suite A Albuquerque, NM 87109 RE: [redacted] To whom it may concern: HME received the initial paperwork for a lift chair on 2/24/15 for Ms. [redacted]. Ms. [redacted] was notified that she would need to pay for the...

chair and then HME would bill the insurance for the lift mechanism within the chair. Per insurance guidelines, the insurance companies will only pay for the lift mechanism and the chair portion is considered a non-covered benefit. Ms. [redacted] paid $1648.00 to the HME retail store. After the item was paid for, she was advised we would bill for the lift mechanism and if HME received reimbursement from the insurance company, we would refund her the amount HME received from the insurance company. On 02/26/2015 HME billed for the Lift Mechanism to [redacted] and on 03/10/2015 [redacted] paid $195.29 netting down $21.70 to secondary insurance which would have been [redacted] for Life, but this insurance was not loaded in the HME system until 4/13/2015. HME was made aware of the secondary insurance in April of 2015. HME created an invoice for [redacted] for Life on 4/13/15 and a claim was submitted to [redacted] for Life on 4/27/15. HME voided the refund to Ms. [redacted] at this time, as we were waiting for the secondary insurance to pay their portion. HME called and left a message for Ms. [redacted] at this time. [redacted] can take up to 30 days for claims to process, [redacted] was called on 5/22/2015, HME was notified By [redacted] that they were not in possession of the claim, [redacted] directed HME to fax the claim to [redacted], this was done the same day. [redacted] made a payment toward patient's account, a refund request for $212.28 was given to the accounting department and is being urgently processed as of 7/08/2015. An HME lead representative from HME Specialists, LLC contacted the patient's daughter, [redacted], on 7/7/15 and discussed the status of the refund. A refund check should be received no later than 7/14/15. HME Specialists, LLC sincerely apologizes for the any inconvenience that was caused on our part, related to the delay in Ms. [redacted] receiving her refund. We thank you for taking the time to notify of this situation, so that we can use this to improve our customer service. Please feel free to contact me with any questions or concerns. Respectfully, Stacie J[redacted]Director of Business DevelopmentHME Specialists, LLC505-342-4577