Homecare New England

HelloThe equipment was not picked up in the computer system I have talked to the service manager to make sure that it was picked up in the system I do see that this has been done as of today and I have taken off the charges thank you for your time [redacted] Billing Manager

I spoke to Mr*** on the phone yesterdayI explained to him that we operate only at the direction of his physician and that our goal is to help all patients to succeed with their therapiesI also explained due to cost of piwe use the box return
method and always contact the individuals prior to sending to make sure they are able to do soWhich Mr*** was able to doWhen equipment that is on rental and not returned after days of contact our policy is to send a bill for replacement costAll equipment in the Home Respiratory field is rental and you must meet specific criteria to qualify to receive it through your insurance carrierIf at any time the insurance says piequipment we must do soWe always offer private pay if patients what and can pay out of pocket. I explained this to him and also told him we would waive the bill of $for replacement even though we have not received machine back yet via mailHe sounded like he could use a break and I gave it to himI believe he was satisfied that I took the time to contact him and explain what the process is. *** ** ***President & CEOHomeCare *** *** *** *** *** *** ** ***

Thank you you for your responseI maintain that I would not have submitted to the sending of any items had your personnel not explicitely stated that the items were coveredAs you stated in your response , there is a process that your personnel are to follow, but my complaint is that it was not followed, hence I was lead to believe these items that they stated I was eligible for were completely covered and this is the only reason I accepted themAfter asking questions of your personnel they offered to check and contact me again, which they did, stating there would be no cost to meIt is extremely upsetting to be deceived in this way which is why this complaint was lodged.
Regards,
*** ***

I contacted ** *** and explained what had happened and whyThe address which he did change in our on-line system was the proper procedureWe did not double check address when we shipped.I apologized for our oversightI also told him that *** always charges us for additional shippingI am
refunding him the $and sent him a check on thursday the 25thI apologized to him about the customer service treatment which he felt was less than adequateI told him we are customer driven and will speak to the Customer Servive team to make sure issues like these do not reoccur

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

HelloThe equipment was not picked up in the computer system.  I have talked to the service manager to make sure that it was picked up in the system.  I do see that this has been done as of today and I have taken off the charges.  thank you for your time[redacted]Billing Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

I am sorry that you feel deceived. I have attached a copy of our script in which we reach out to patients for orders. As you will see in the body of the script we mention that our clients may be responsible for co-pays and deductibles which are dictated by their individual plans. I will write -off the balance once I receive product back from client. We have a strict return policy that I am willing to wave in this case to help resolve this matter. Please reply with products that can be returned to us so that we can adjust off your balance. I am deeply sorry you feel deceived by our process and will look into making appropriate changes in our script.

We contact all existing clients when they are eligible for new supplies per insurance guidelines. The client has to initiate a response in order for us to proceed with order. The process at no time will tell client that items are covered at 100%. The reason we do this is because we can't get up to...

date information on members plan in reference to deductibles. If they have not met them they will be responsible and should review their plan prior to ordering. I have attached the AR history so that you can see that we have been more than generous as it comes to adjustments. Some may be our fault and my stance is we take care of those. We do not make it a policy to push products on clients that do not need them. We do everything in our power to work with our clients to make sure that if they are in  financial situation where they have no means . We can work out payment plans. we do not practice any kind of deception on our clients. we ask that they learn their benefit plan for DME so they understand completely what their coverage's are. The health care field and payers are changing rapidly and it is on all of us to stay informed of any and all changes that may impact our personal coverage's. I will be able to write-off the late fees as they are generated electronically from our system and would gladly work out a payment plan to rid this client of his balance. Please feel free to contact me.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]