HME Specialists, LLC

August 25, 2017 Revdex.com 7007 Jefferson St NE Ste A Albuquerque, NM 87109 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, LLC. We did attempt to contact Mrs. [redacted] on 8/24/17 to discuss the resolutions to her concerns, but she informed us that all correspondence was to go through Revdex.com. If, after receiving this correspondence, she has any questions, she is welcome to contact HME Specialists, LLC. The District Manager for the Roswell office is Mark G[redacted], and he is based in our Las Cruces Branch. Mark will re-educate his Roswell team on quoting patient out of pocket responsibilities when dispensing equipment. HME is not required to obtain a prior authorization from Molina for the CPAP machines. I 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 Molina. We 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 account. Her amount due to HME is $0.00. We have updated her address in our system as of 6/19/17. Based on the complaints regarding lack of communication from the HME staff, our management will address this with all staff that have been mentioned. HME has a communication policy in place, and all staff will be reminded to follow our communication policy. Again, on behalf of HME, we are sorry for the poor experience that Mrs. [redacted] had while being serviced by HME. We 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 future. Kindest Regards, Stacie [redacted] BSN RN AVP 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]

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. [redacted], 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[redacted].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 me.
Regards,
[redacted]

Revdex.com 7007 Jefferson St NE Suite A Albuquerque, NM 87019 RE:[redacted] HME Specialists, LLC received an order for Mr. [redacted]'s Cervical Traction Unit on May 20, 2015. The HME Customer Service Representative that received the order, misread the prescription, thus resulting in the...

incorrect piece of equipment being delivered to Mr. [redacted], When the incorrect item was delivered to Mr. [redacted], and he attempted to refuse the delivery, the HME Field Service Technician, should have acknowledged Mr. [redacted]'s concern and returned with the equipment to HME. Mr. [redacted] did have several phone conversations with HME staff, and again, HME neglected to address Mr. [redacted]'s concerns. Mr. [redacted] visited our retail store, and had an interaction with an HME staff member. She did initially state that the equipment could not be returned. Once the HME staff member recognized that HME delivered the incorrect piece of equipment, the HME staff member did accept the equipment as a return. Although the HME staff member stated to Mr. [redacted] that she would place an order for the correct piece of equipment, the order was not placed. Mr. [redacted]'s case manager was given incorrect information, and HME did not need an new prescription to provide the correct piece of equipment. Mr. [redacted] has gone to a different company and has received his cervical traction device. HME Specialists, LLC sincerely apologizes for the poor customer service Mr. [redacted] received, and we appreciate that he brought his concerns to our attention. Mr. [redacted]'s feedback will be utilized to evaluate our internal process and assist us with reeducating our team. If you have any further questions or concerns, please feel free to contact me. Regards-[redacted] Director of Business Development