Initial Business Response /* (1000, 5, 2017/02/09) */
Mr. [redacted]
I apologize for all the problems you have had with our company, after looking over the account I have found that the $25.50 you paid was the Co-Pay for the FWW. They were actually supposed to collect $75.50 from your wife at time...
of setup which covered the Cost share and also $50 for the upgrade fee for the walker. The reason for the Upgrade fee is that the insurance company will only cover the Basic walker which is just front wheels no brake system, the $50 is for the braking system and the back wheels. I am sorry if no one explained this to her at time of set up. It does look like we called on 5/11/2016 in order to get payment for the $50 but your wife told us to send her a bill. If you have any Questions please feel free to call me.
Thanks
[redacted]
[redacted] Ext:[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2017/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted],
As the guarantor, I was the one who paid the $25.50 at your office in Las Vegas, NV. That amount was in your bill. It was later on that I received the Insurance Explanation of Benefit detailing that I am only responsible for $20.70.
Now, you are charging more supposedly for added features on the walker. It seems to me that you are making up for your failure to make the correct claim with my insurance. I urge you to re-submit your claim and let them decide how much I owe you, if anything else.
Based on these facts, I find your claim for additional payment as unacceptable. I have officially written you and you should be receiving my certified mail containing the necessary documents (Credit card payment, Insurance EOB, previous mail to you) as cited in original complaint.
Just now, my wife received an automatic solicitation from BMS to pay either the $45 now or the $60 later, with the threat of collection or legal action. You did not even give us the chance to talk to a live person so we could explain our side and we could hear some clarifications from you.
Thanks,
[redacted]
([redacted]
Final Business Response /* (4000, 15, 2017/02/27) */
we applied that $4.80 to the $50 we were owed. We have written off the remaining $45.20. that's where the money went.
Final Consumer Response /* (4200, 17, 2017/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The amount is immaterial. It is the principle that counts. You claim just the basic cost from the insurance with the intent to charge me for the "additional features" without properly informing me ahead of time of delivery. Then you do not respond to my repeated calls nor to my letters. It was only after I complained BMS to the Revdex.com that you have started to respond but still fall short to being fair. I do not expect to get my overpayment but I would like others to know of the unethical practice you are subjecting this customer. I will not pursue this matter any further in this forum.
Initial Business Response /* (1000, 5, 2015/06/15) */
Please accept our apologies for the lack of a timely call back from the billing representative. Please, also, keep in mind that as long as your address is correctly on file with Medicare, they send you an EOB with the denial reason and your...
rights as a beneficiary at the same time we receive the denial. As stated in the letter you received from us, all you needed to do was give us a call and let us help you switch to another supplier. The bill you received was a result of Medicare's decision on your claims- Medicare decided that we (you and us, both) have no appeal rights and that you will be financially responsible; however, we, as a company, will write-off the balance as long as you will work with us to get switched out to another company. Please let us know if you would like any more information or if we can help in any way.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to switch to another company and I accept your proposal IF YOU ARE SERIOUS because your rep, Mary, told me that she'd help me switch...nothing, I never heard from her again.
Thank you.
Initial Business Response /* (1000, 5, 2017/03/29) */
Hello, [redacted].
I apologize that your experience with our company was sub-par, and I understand why there was confusion regarding the cost-share associated with your son's equipment. Oftentimes, the "Rental" or "Purchase" status of equipment...
is overlooked at the time of setup due to higher than normal stress levels resulting from a time of injury or illness. The equipment dispensed to your son was labeled as a "Rental" on the receipt you signed at the time the equipment was accepted. You are correct that your receipt listed your immediate co-pay at $0.00.
Co-pay amounts are determined by the insurance company, and patient responsibility is calculated when the insurance processes the claim. In this instance, your son has durable medical equipment coverage at 100% after a $50 co-pay. As the allowed amount deemed by your insurance fell under that $50 threshold, the insurance company transferred the entire balance to patient responsibility during the lifetime of the rental.
You and your wife communicated with our billing team and we were able to write off one month of billing as the item was returned. Unfortunately, we are unable to write off or refund the remaining months as rental as the equipment was in your possession.
I called and left you my direct line if you have additional questions or concerns. I do hope this clears the confusion and wish you and your family good health!
Initial Business Response /* (1000, 8, 2016/11/15) */
Contact Name and Title: [redacted] Medicare DEPT
Contact Phone: 775-329-0799 ext 234
Contact Email: [redacted]
If I could get the name of your father I could look into the account and help you figure out why he has not gotten his...
Initial Business Response /* (1000, 5, 2017/07/17) */
Hello,
You have not been billed for supplies on any of the above mentioned invoices. The equipment you received from us, as explained to you by [redacted], was a rental that reached purchase price in June of this year. The bill you received is...
for the portion of the cost that was not covered by your secondary insurance after your primary insurance paid their portion. [redacted] is happy to explain it to you again and you are also more than welcome to contact your insurance company who will provide the same information related to the invoices.
Please let us know if we can be of more help. From our family to yours, we wish you good health!
Initial Consumer Rebuttal /* (2000, 7, 2017/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call back from manager[redacted] on 7/18/2017, explaining the reason why I received the latest two invoices. Although, I was informed on 6/15/2017, that there were no more charges due and that I own the CPAP machine. [redacted], took the time to explain to us what had happened since 6/15/2017. There were two outstanding invoices from our secondary insurance company dated 09/16 that had just been received by Bennett Medical Services. After her explanation, we agreed and paid the two invoices. [redacted] did check and informed us that there were no more opened invoices and that I owned the CPAP machine and will not see anymore bills. [redacted] was extremely helpful and very professional in helping us resolve this matter. I want to personally thank [redacted] in helping me to resolve this misunderstanding and sincerely appreciate her support.
Initial Business Response /* (1000, 5, 2016/12/16) */
Contact Name and Title: [redacted] Lead
Contact Phone: 7753290799
Contact Email: [redacted]
I'm so sorry for all the problems you have had with the company, I do see that you received your transfer chair. If you ever need...
anything please feel free to call me at 775-329-0799 ext 2038
Initial Consumer Rebuttal /* (3000, 7, 2016/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You have NO charactor. Almost two months for a transfer seat. UNACCEPTABLE. WHEN YOUR PHONE AND EMAIL STATE WILL GET RIGHT BACK WITH YOU, THATS A LIE!!
I have NEVER HEARD FROM ANYONE. I HAVE ALSO SENT FOUR EMAILS TO HAVE MY SCOOTER REPAIRED. YOUR SITE SAYS YOU DO THIS. AGAIN NO RESPONSE.
I TAKE THIS AS INCOPITENACE. I EXSPECT REASON WHY ALMOST TWO MONTHS FOR TRANSFER SEAT WITH NO CORRISSPONDANCE.
ALSO WHY NO CORRISPONDANCE FOR REPAIR OF MY SCOOTER. YOUR SUPPOSED TO HELP HANDICAP PEOPLE, NOT CAUSE ADDED STRESS TO HANDICAP PEOPLE.
UNSATISFIED CUSTOMER!
Final Consumer Response /* (2000, 11, 2016/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for responding.
Now I know.
Merry Christmas.
Is there a direct number to you?
Final Business Response /* (4000, 9, 2016/12/19) */
I again am sorry that you are upset, no it should not have taken so long to get you your transfer chair. As for the Scooter, the website does not say that we repair scooters, we don't even sell or rent them at our business, as for the 4 emails we never received them. If we had we would have emailed you back on the first one letting you know we don't repair scooters. Again I am sorry for any stress we have cause.
Happy Holidays!
Initial Business Response /* (1000, 5, 2017/10/10) */
Contact Name and Title: [redacted]
Contact Phone: 775-329-0799
Contact Email: [redacted]
Dear, [redacted]
I am Responding to the Revdex.com inquiry. After looking into your account, I found that you did not inform Bennett that you...
had Secondary insurance-Medicaid. At the time of set-up, 7-15-15, the insurance information provided showed UHC / Medicare. Your signature acknowledges that the information is correct.
The first statement should have prompted a call to Bennett to inquire why charges were being billed to you.
Once contact was made with us that Medicaid coverage was present every attempt was made to verify coverage. According to the Medicaid website it showed Eligible as of December 2016. Upon receiving the letter of eligibility, you provided to Bennett, it states you were covered from Nov 2016 to present.
The charges you are being charged are for Mar thru Oct 2016. Bennett adjusted off the cost share for Nov 2016 to current. Bennett will not be reimbursed for those dates of service. Notification of coverage was not received timely and Medicaid will not retro their Authorizations.
You paid a total of $111.14. A refund of $52.36 has been requested. We arrived at this amount by calculating the cost shares from Nov 2016 to current.
The $58.78 covers the cost shares incurred from Mar2016 to Oct 2016.
Initial Consumer Rebuttal /* (2000, 7, 2017/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As I think about it, I realize that not indicating Medicaid was a secondary may have been an omission on my part, I'll own it. However, I am on SSDI and SSDI's health insurance's coverage is Medicare first and Medicaid second. Apparently, I didn't clarify that but should have because I assumed you knew to bill Medicaid. Again, an omission on my part. However, I still do not recall being informed by Bennett after billing United Health Care, Medicare, or Medicaid was not going to pay for my CPAP equipment, which is the reason why I didn't pay the bill Bennett had sent me. Again, failure to inform. On the basis of failure to inform, goes back to incompetence. Had I been informed, I would have resolved that problem when it happened. The irresponsible business practices because they didn't bother to inform me of the insurance problems when they happened, and needlessly put into collections. The only way I found out about the insurance problems and was put into collections was when I contacted Bennett inquiring why I hadn't my new my CPAP equipment, which I've been without over 4 months now. I am to the point where I don't care about my CPAP equipment anymore, at least from Bennett. I am through with Bennett. I have set an account with a new provider for my CPAP equipment. I will take the $52.36 and be on my way.
Initial Business Response /* (1000, 8, 2015/10/13) */
[redacted]
Please accept our apologies for any delay in delivery. Our records indicate you received your equipment on 9/23 and a refill for your equipment on 9/26. For scheduling refills, please remember that it is more convenient for both...
parties when adequate notice is provided. We are sure your schedule is just as busy as ours and appreciate your understanding. We take pride in the services we provide, and if their is anything you feel we can improve on, please let us know. We would love to accommodate your ideas.
Initial Business Response /* (1000, 12, 2018/04/06) */
[redacted] -
I do apologize for any confusion on the billing of your son's equipment. I do see notations in his account of previous communications - it appears that your payments were not correctly applied to the invoice, therefore dropping...
to you in additional bills.
It appears that you spoke to a billing representative on 2/27/2018, and she did apologize and inform you that it would be corrected. As of 3/1/18, the balances have been cleared and there are no outstanding charges on the account.
Your billing representative left you a message today to verbally confirm this, as well as answer any additional questions you may have.
Again, many apologies for the error, and thank you for choosing Bennett Medical Services.
Sincerely,
[redacted].
Billing Manager
Initial Consumer Rebuttal /* (2000, 14, 2018/04/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/04/26) */
Ms. [redacted],
Thank you for your correspondence in this matter. I have researched your mother's account, and understand your frustration; we apologize for any confusion and grief this may have caused you and your family. We rely on our referral...
sources to supply us with correct patient insurance information, and bill accordingly. We did receive a signature for the delivered equipment, but it is correct that we cannot bill your Mother's primary insurance. To rectify the issue, we will write off half of the equipment order, and would be happy to pick up the walker. Please feel free to contact our Sacramento office to schedule a pickup of the walker, and we will adjust the rest off and take your mother out of active billing. I will notate the account properly to ensure you will encounter no problems with scheduling the pickup. Feel free to call us with any questions. Thank you
Initial Business Response /* (1000, 5, 2016/10/06) */
We have contacted the patient and getting the issue resolved.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It have been 3 days fro the day they...
contacted me I still not received my supplies
Final Business Response /* (4000, 9, 2016/10/10) */
I want to apologies for any inconvenience that the [redacted] office has caused you. we sent out the order to you via [redacted] on Friday 10-7-16 so you should have it already. in the future if you would like to call me at the Reno office I can have you speak with someone here to get your order for supplies.
Thanks.
Initial Business Response /* (1000, 5, 2018/02/05) */
Hello [redacted],
I deeply apologize for the frustration you have been experiencing. Please be assured that here at Bennett Medical Services, we are invested in the quality of care that we can provide and facilitate on behalf of our referral...
services and our patient base.
In order to further investigate this issue, please provide me with your mother's information so I can identify her in our system and find resolve. Please give me a call at [redacted].
Thank you,
[redacted].
Initial Business Response /* (1000, 5, 2017/07/05) */
Contact Name and Title: Chloe [redacted]
Contact Phone: 775-329-0799 x2003
Contact Email: [redacted],
I've removed AutoPay from your account and sent all dates of service from your term date forward to our...
adjustment team. The monies charged to your card for those dates of service have been refunded - you should see them returned to your account in 7-10 days. I sent the refund receipts to your e-mail address on file and have copies should you not receive them.
Please accept my apologies - there isn't an excuse for this not having been handled for you sooner.
From our family to yours, we wish you good health.
Initial Business Response /* (1000, 5, 2016/04/19) */
Contact Name and Title: [redacted]
Contact Phone: [redacted],
I sincerely apologize for any frustration or distress that you have experienced in this issue. In regards to your CPAP machine, we do not request this...
equipment back as it has been paid for in full by your insurance. You do have an Oxygen Concentrator that is renting, and is paid for on a monthly basis by your insurance. This equipment does require re-certification currently. This re-certification requires notes from a recent office visit from the physician you visit in regards to your continued need for Oxygen. It appears we do not have your current physician on file, or a current visit to request notes from. Unfortunately, a new visit is required by your insurance in order to bill them for the rental equipment. It also appears we may not have current contact information for you on file. Please give us a call so we can update your contact information, as well as obtain your PCP information.
We do not share your private and secure information, nor has it been leaked, and I apologize if you have felt mislead or that this has happened. We have partnered with a CPAP supply company, Verus, and they take care of our patients for their re-occuring CPAP supplies. Letters informing patients of this partnership were sent last Summer. If you have any questions about their services or our partnership, please give them a call at 1-800-487-5566. If you would like to opt out of their services and receive supplies from our office directly, please give them or us a call to opt out.
Rest assured that Bennett Medical has sent no records of debt under your name to affect your credit. I can personally apologize for any employee's negative or disrespectful behavior that you have experienced, and assure you we strive to provide the best customer service possible.
Please give us a call in the Reno office at 775-329-0799 and request to speak to the billing department about your Oxygen recertification, and we will be more than happy to explain and assist through the process.
Respectfully,
[redacted]
Public Billing Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it very suspicious now that I got a call from the Colorado springs office that my C Pap machine is owned by me. Why did I receive such nasty notes on a piece of paper trying to get me a sign for the machine because you would already predetermined that Medicare would not pay for it. The threat was a charge of over $1500. Apparently, Steve the man who was more than gracious Who came out yesterday to pick everything up and said he already but that I owned the C PAP.
I'm never, never hear anything until something becomes a crisis. Your response seems overly coated with sugar, not the typical rude in direct response that I've been given since November/December 2014. I am still on SSDI but have been taken off of Medicare because social security is paying me too much. Now I have $160 deductible and 20% co-pay. I am not going to waste money going to the doctor which was not even correct unless absolutely necessary. Why did I not receive the new mask and supplies that now you're saying your company called me about but never delivered them when I told them I was off of Medicaid and would pay privately? I have been using the same nasty stuff for six months. This is typical of how Bennett medical supply has been in the last two or three years. The Rito office does more damage by bulldozing people with serious health issues then trying to come to an agreement. I never received any phone call and once again I already thought I had told you when someone called me in November about CPAP supplies. It seems that things are so confused nobody knows what's going on. Once I get my CPAP machine back, I want nothing more to do with your company. Is an old machine that's basically worthless and a concentrator that was never serviced really worth it? I am still thoroughly disgusted in the manner in which you approached me about all of this. I hope in the future you find a little more compassion, peoples lives depend on oxygen and CPAP to live. If I feel the need I will go see [redacted] I'm through wasting my money and the governments money on nothing but a bunch of trivial visits when there was a chip in that machine that could've been downloaded for him to read. As far as this matter is concerned I'm done with it as well's with Bennett. I will have to find someway to go buy my own supplies. From your Internet site it certainly looks like you're very profitable. Sometimes you have to give a little to get a lot. I highly suggest that [redacted], your CEO goes down and gives you all sensitivity training. You could attract a lot more bees with honey than with bad attitudes. As I said I'm done with Bennett, I hope you have good luck.
Final Consumer Response /* (4200, 12, 2016/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As far as I am concerned Bennett Medical Services has done the same old thing they always do, try to slide through. They had fully intended to take MY CPAP machine back. Their is NO compassion what so ever with the. Last year when they did the SAME exact thing one of the Reno Office Managers said "Our Company won't leave any patient without any lifesaving equipment even if we have to write it off"! Medicare paid enough to allow Bennett to be able to own the concentrator. Apparently there is a childish mindset that they will take there toys and go home. My 02 concentrator was NEVER serviced with a filter change. I had given the local employee Steve both items to take back. I am so sick of the hassle each time I just cringe. Had there have been a courtesy note sent out reminding me to see [redacted], the correct doctor I certainly would have gone. However in mid summer my mother experienced a stroke that took her life on October 26, 2015. Unfortunately, I had much bigger things to do. I'm very disappointed that "[redacted]" didn't take one minute of his time to return a letter that I spent a great deal of my time writing it too HIM. I guess when the lights come on the mice run under the carpet. The Hero Was Steve H in Colorado Springs. He knew exactly the cause. He was kind enough to take time and returned the CPAP machine the next day. My confusion was the discrepancy between the concentrator and CPAP ownership. I still NEVER received any new supplies after I was called and expecting the delivery in November. The only thing I can say was Steve saw right through the matter. at least I have the CPAP. When you take on patients with life threatening 02 issues you DO NOT THROUGH THEM UNDER THE BUS. I won't waste any time calling, this is a e-mail for proof company. I'm done with Bennett, sorry I ever praised them and consider this matter very unhappily settled. You all need a lesson in compassion and business organization!
Very Sincerely,
[redacted]
Final Business Response /* (4000, 10, 2016/04/26) */
[redacted],
I can assure you that it is never the intent of Bennett Medical Services to present rude or disrespectful attitudes to our patients, and I again apologize for any mistreatment you may have received. I do have record indicating we did attempt a resupply but were unable to get ahold of you. I also want to reassure you that you do own your PAP machine. We do have a process in place for contacting patients when their recertification expires, and the letters sent to you were in regards to this. It is very unfortunate that we could not obtain the correct documentation to re-certify your Oxygen equipment; we have taken your comments on your customer experience very seriously and they have been forwarded to the correct representatives for review. Please give us a call if you would still like to discuss any account issues you may have, and thank you for your correspondence.
Regards,
[redacted]
Public Billing Manager
Initial Business Response /* (1000, 5, 2018/02/21) */
[redacted],
I do apologize for any frustration you have experienced with Bennett Medical Services, in returning the equipment that was dispensed to you. When we dispense any purchased or rented equipment that is prescribed by your...
physician(s), we require the delivery to be signed for by the patient, or a caretaker of the patient. I do have a signature on file for this delivery, which does specify that the equipment is a rental. You should have been given the option to receive your delivery documentation via email - I do apologize if this did not occur. The delivery documentation does include all of the details of your rights and responsibilities as a patient with Bennett Medical Services, and how to facilitate a return.
I am concerned that you stated you have not been able to reach us by phone - please give me a call at the number below to speak of this in further detail. Alternatively, you can call us at 775-329-0799 to speak to a live representative.
I do see that you made a deductible payment of 24.59 - I can return this to you as a courtesy for your contact troubles.
Please give me a call so we can discuss this further.
Thank you,
[redacted].
775-329-0799 ext. 925
Initial Consumer Rebuttal /* (3000, 12, 2018/03/21) */
I spoke with [redacted] finally after updating the complaint with the Revdex.com. [redacted] assured me a check would be issued to me and my insurance company. [redacted] stated it would take longer for the insurance company to receive their portion of the reimbursement. It is now March 21 and I have still not received my personal reimbursement [redacted] stated I would receive. Nor have I received a follow up call stating why the process is delayed.
Final Consumer Response /* (4200, 16, 2018/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] please excuse me calling you [redacted]. Thank you for your response. I realized when we spoke there was an issue for the reimbursement for insurance company. I did not get the impression the same process occurred for the consumer. I will check no for the proposed resolution and will update this again when this has been resolved. Thank you.
Final Business Response /* (1000, 21, 2018/04/06) */
[redacted] -
I again apologize for the delay. We do have a companywide delay on refund requests, and have been processing the requests in the order they have been received by our Accounting department; I did get verification that the request was approved today.
I am expecting that the approved payment will be mailed by the end of next week.
Again, I do apologize for the delays, and please call me with any future inquiries.
-[redacted].
Initial Business Response /* (1000, 5, 2017/02/08) */
Mr. [redacted] I am sorry you were not able to get anyone on the phone in regards to your problem, after looking over your account it looks like on 11/10/2016 you received from us a Hemi Walker which you signed for. I have the document if you need...
to look at it. if you have any questions please give me a call. In regards to late fee I can wave that if the $12.09 is paid.
Thanks.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I signed it the person that gave it to me said it was taken care of no charge to you if you want it back come and get it
Final Business Response /* (1000, 16, 2017/02/27) */
the patient received a walker on 11/10/2016 and is getting the bill for this. I have a signed invoice that they signed.
Initial Business Response /* (1000, 5, 2017/02/09) */
Mr. [redacted]
I apologize for all the problems you have had with our company, after looking over the account I have found that the $25.50 you paid was the Co-Pay for the FWW. They were actually supposed to collect $75.50 from your wife at time...
of setup which covered the Cost share and also $50 for the upgrade fee for the walker. The reason for the Upgrade fee is that the insurance company will only cover the Basic walker which is just front wheels no brake system, the $50 is for the braking system and the back wheels. I am sorry if no one explained this to her at time of set up. It does look like we called on 5/11/2016 in order to get payment for the $50 but your wife told us to send her a bill. If you have any Questions please feel free to call me.
Thanks
[redacted]
[redacted] Ext:[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2017/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted],
As the guarantor, I was the one who paid the $25.50 at your office in Las Vegas, NV. That amount was in your bill. It was later on that I received the Insurance Explanation of Benefit detailing that I am only responsible for $20.70.
Now, you are charging more supposedly for added features on the walker. It seems to me that you are making up for your failure to make the correct claim with my insurance. I urge you to re-submit your claim and let them decide how much I owe you, if anything else.
Based on these facts, I find your claim for additional payment as unacceptable. I have officially written you and you should be receiving my certified mail containing the necessary documents (Credit card payment, Insurance EOB, previous mail to you) as cited in original complaint.
Just now, my wife received an automatic solicitation from BMS to pay either the $45 now or the $60 later, with the threat of collection or legal action. You did not even give us the chance to talk to a live person so we could explain our side and we could hear some clarifications from you.
Thanks,
[redacted]
([redacted]
Final Business Response /* (4000, 15, 2017/02/27) */
we applied that $4.80 to the $50 we were owed. We have written off the remaining $45.20. that's where the money went.
Final Consumer Response /* (4200, 17, 2017/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The amount is immaterial. It is the principle that counts. You claim just the basic cost from the insurance with the intent to charge me for the "additional features" without properly informing me ahead of time of delivery. Then you do not respond to my repeated calls nor to my letters. It was only after I complained BMS to the Revdex.com that you have started to respond but still fall short to being fair. I do not expect to get my overpayment but I would like others to know of the unethical practice you are subjecting this customer. I will not pursue this matter any further in this forum.
Initial Business Response /* (1000, 5, 2015/06/15) */
Please accept our apologies for the lack of a timely call back from the billing representative. Please, also, keep in mind that as long as your address is correctly on file with Medicare, they send you an EOB with the denial reason and your...
rights as a beneficiary at the same time we receive the denial. As stated in the letter you received from us, all you needed to do was give us a call and let us help you switch to another supplier. The bill you received was a result of Medicare's decision on your claims- Medicare decided that we (you and us, both) have no appeal rights and that you will be financially responsible; however, we, as a company, will write-off the balance as long as you will work with us to get switched out to another company. Please let us know if you would like any more information or if we can help in any way.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to switch to another company and I accept your proposal IF YOU ARE SERIOUS because your rep, Mary, told me that she'd help me switch...nothing, I never heard from her again.
Thank you.
Initial Business Response /* (1000, 5, 2017/03/29) */
Hello, [redacted].
I apologize that your experience with our company was sub-par, and I understand why there was confusion regarding the cost-share associated with your son's equipment. Oftentimes, the "Rental" or "Purchase" status of equipment...
is overlooked at the time of setup due to higher than normal stress levels resulting from a time of injury or illness. The equipment dispensed to your son was labeled as a "Rental" on the receipt you signed at the time the equipment was accepted. You are correct that your receipt listed your immediate co-pay at $0.00.
Co-pay amounts are determined by the insurance company, and patient responsibility is calculated when the insurance processes the claim. In this instance, your son has durable medical equipment coverage at 100% after a $50 co-pay. As the allowed amount deemed by your insurance fell under that $50 threshold, the insurance company transferred the entire balance to patient responsibility during the lifetime of the rental.
You and your wife communicated with our billing team and we were able to write off one month of billing as the item was returned. Unfortunately, we are unable to write off or refund the remaining months as rental as the equipment was in your possession.
I called and left you my direct line if you have additional questions or concerns. I do hope this clears the confusion and wish you and your family good health!
Initial Business Response /* (1000, 8, 2016/11/15) */
Contact Name and Title: [redacted] Medicare DEPT
Contact Phone: 775-329-0799 ext 234
Contact Email: [redacted]
If I could get the name of your father I could look into the account and help you figure out why he has not gotten his...
power wheelchair yet.
Initial Business Response /* (1000, 5, 2017/07/17) */
Hello,
You have not been billed for supplies on any of the above mentioned invoices. The equipment you received from us, as explained to you by [redacted], was a rental that reached purchase price in June of this year. The bill you received is...
for the portion of the cost that was not covered by your secondary insurance after your primary insurance paid their portion. [redacted] is happy to explain it to you again and you are also more than welcome to contact your insurance company who will provide the same information related to the invoices.
Please let us know if we can be of more help. From our family to yours, we wish you good health!
Initial Consumer Rebuttal /* (2000, 7, 2017/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call back from manager[redacted] on 7/18/2017, explaining the reason why I received the latest two invoices. Although, I was informed on 6/15/2017, that there were no more charges due and that I own the CPAP machine. [redacted], took the time to explain to us what had happened since 6/15/2017. There were two outstanding invoices from our secondary insurance company dated 09/16 that had just been received by Bennett Medical Services. After her explanation, we agreed and paid the two invoices. [redacted] did check and informed us that there were no more opened invoices and that I owned the CPAP machine and will not see anymore bills. [redacted] was extremely helpful and very professional in helping us resolve this matter. I want to personally thank [redacted] in helping me to resolve this misunderstanding and sincerely appreciate her support.
Initial Business Response /* (1000, 5, 2016/12/16) */
Contact Name and Title: [redacted] Lead
Contact Phone: 7753290799
Contact Email: [redacted]
I'm so sorry for all the problems you have had with the company, I do see that you received your transfer chair. If you ever need...
anything please feel free to call me at 775-329-0799 ext 2038
Initial Consumer Rebuttal /* (3000, 7, 2016/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You have NO charactor. Almost two months for a transfer seat. UNACCEPTABLE. WHEN YOUR PHONE AND EMAIL STATE WILL GET RIGHT BACK WITH YOU, THATS A LIE!!
I have NEVER HEARD FROM ANYONE. I HAVE ALSO SENT FOUR EMAILS TO HAVE MY SCOOTER REPAIRED. YOUR SITE SAYS YOU DO THIS. AGAIN NO RESPONSE.
I TAKE THIS AS INCOPITENACE. I EXSPECT REASON WHY ALMOST TWO MONTHS FOR TRANSFER SEAT WITH NO CORRISSPONDANCE.
ALSO WHY NO CORRISPONDANCE FOR REPAIR OF MY SCOOTER. YOUR SUPPOSED TO HELP HANDICAP PEOPLE, NOT CAUSE ADDED STRESS TO HANDICAP PEOPLE.
UNSATISFIED CUSTOMER!
Final Consumer Response /* (2000, 11, 2016/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for responding.
Now I know.
Merry Christmas.
Is there a direct number to you?
Final Business Response /* (4000, 9, 2016/12/19) */
I again am sorry that you are upset, no it should not have taken so long to get you your transfer chair. As for the Scooter, the website does not say that we repair scooters, we don't even sell or rent them at our business, as for the 4 emails we never received them. If we had we would have emailed you back on the first one letting you know we don't repair scooters. Again I am sorry for any stress we have cause.
Happy Holidays!
Initial Business Response /* (1000, 5, 2017/10/10) */
Contact Name and Title: [redacted]
Contact Phone: 775-329-0799
Contact Email: [redacted]
Dear, [redacted]
I am Responding to the Revdex.com inquiry. After looking into your account, I found that you did not inform Bennett that you...
had Secondary insurance-Medicaid. At the time of set-up, 7-15-15, the insurance information provided showed UHC / Medicare. Your signature acknowledges that the information is correct.
The first statement should have prompted a call to Bennett to inquire why charges were being billed to you.
Once contact was made with us that Medicaid coverage was present every attempt was made to verify coverage. According to the Medicaid website it showed Eligible as of December 2016. Upon receiving the letter of eligibility, you provided to Bennett, it states you were covered from Nov 2016 to present.
The charges you are being charged are for Mar thru Oct 2016. Bennett adjusted off the cost share for Nov 2016 to current. Bennett will not be reimbursed for those dates of service. Notification of coverage was not received timely and Medicaid will not retro their Authorizations.
You paid a total of $111.14. A refund of $52.36 has been requested. We arrived at this amount by calculating the cost shares from Nov 2016 to current.
The $58.78 covers the cost shares incurred from Mar2016 to Oct 2016.
Initial Consumer Rebuttal /* (2000, 7, 2017/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As I think about it, I realize that not indicating Medicaid was a secondary may have been an omission on my part, I'll own it. However, I am on SSDI and SSDI's health insurance's coverage is Medicare first and Medicaid second. Apparently, I didn't clarify that but should have because I assumed you knew to bill Medicaid. Again, an omission on my part. However, I still do not recall being informed by Bennett after billing United Health Care, Medicare, or Medicaid was not going to pay for my CPAP equipment, which is the reason why I didn't pay the bill Bennett had sent me. Again, failure to inform. On the basis of failure to inform, goes back to incompetence. Had I been informed, I would have resolved that problem when it happened. The irresponsible business practices because they didn't bother to inform me of the insurance problems when they happened, and needlessly put into collections. The only way I found out about the insurance problems and was put into collections was when I contacted Bennett inquiring why I hadn't my new my CPAP equipment, which I've been without over 4 months now. I am to the point where I don't care about my CPAP equipment anymore, at least from Bennett. I am through with Bennett. I have set an account with a new provider for my CPAP equipment. I will take the $52.36 and be on my way.
Initial Business Response /* (1000, 8, 2015/10/13) */
[redacted]
Please accept our apologies for any delay in delivery. Our records indicate you received your equipment on 9/23 and a refill for your equipment on 9/26. For scheduling refills, please remember that it is more convenient for both...
parties when adequate notice is provided. We are sure your schedule is just as busy as ours and appreciate your understanding. We take pride in the services we provide, and if their is anything you feel we can improve on, please let us know. We would love to accommodate your ideas.
Initial Business Response /* (1000, 12, 2018/04/06) */
[redacted] -
I do apologize for any confusion on the billing of your son's equipment. I do see notations in his account of previous communications - it appears that your payments were not correctly applied to the invoice, therefore dropping...
to you in additional bills.
It appears that you spoke to a billing representative on 2/27/2018, and she did apologize and inform you that it would be corrected. As of 3/1/18, the balances have been cleared and there are no outstanding charges on the account.
Your billing representative left you a message today to verbally confirm this, as well as answer any additional questions you may have.
Again, many apologies for the error, and thank you for choosing Bennett Medical Services.
Sincerely,
[redacted].
Billing Manager
Initial Consumer Rebuttal /* (2000, 14, 2018/04/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/04/26) */
Ms. [redacted],
Thank you for your correspondence in this matter. I have researched your mother's account, and understand your frustration; we apologize for any confusion and grief this may have caused you and your family. We rely on our referral...
sources to supply us with correct patient insurance information, and bill accordingly. We did receive a signature for the delivered equipment, but it is correct that we cannot bill your Mother's primary insurance. To rectify the issue, we will write off half of the equipment order, and would be happy to pick up the walker. Please feel free to contact our Sacramento office to schedule a pickup of the walker, and we will adjust the rest off and take your mother out of active billing. I will notate the account properly to ensure you will encounter no problems with scheduling the pickup. Feel free to call us with any questions. Thank you
Initial Business Response /* (1000, 5, 2016/10/06) */
We have contacted the patient and getting the issue resolved.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It have been 3 days fro the day they...
contacted me I still not received my supplies
Final Business Response /* (4000, 9, 2016/10/10) */
I want to apologies for any inconvenience that the [redacted] office has caused you. we sent out the order to you via [redacted] on Friday 10-7-16 so you should have it already. in the future if you would like to call me at the Reno office I can have you speak with someone here to get your order for supplies.
Thanks.
Initial Business Response /* (1000, 5, 2018/02/05) */
Hello [redacted],
I deeply apologize for the frustration you have been experiencing. Please be assured that here at Bennett Medical Services, we are invested in the quality of care that we can provide and facilitate on behalf of our referral...
services and our patient base.
In order to further investigate this issue, please provide me with your mother's information so I can identify her in our system and find resolve. Please give me a call at [redacted].
Thank you,
[redacted].
Initial Business Response /* (1000, 5, 2017/07/05) */
Contact Name and Title: Chloe [redacted]
Contact Phone: 775-329-0799 x2003
Contact Email: [redacted],
I've removed AutoPay from your account and sent all dates of service from your term date forward to our...
adjustment team. The monies charged to your card for those dates of service have been refunded - you should see them returned to your account in 7-10 days. I sent the refund receipts to your e-mail address on file and have copies should you not receive them.
Please accept my apologies - there isn't an excuse for this not having been handled for you sooner.
From our family to yours, we wish you good health.
Initial Business Response /* (1000, 5, 2016/04/19) */
Contact Name and Title: [redacted]
Contact Phone: [redacted],
I sincerely apologize for any frustration or distress that you have experienced in this issue. In regards to your CPAP machine, we do not request this...
equipment back as it has been paid for in full by your insurance. You do have an Oxygen Concentrator that is renting, and is paid for on a monthly basis by your insurance. This equipment does require re-certification currently. This re-certification requires notes from a recent office visit from the physician you visit in regards to your continued need for Oxygen. It appears we do not have your current physician on file, or a current visit to request notes from. Unfortunately, a new visit is required by your insurance in order to bill them for the rental equipment. It also appears we may not have current contact information for you on file. Please give us a call so we can update your contact information, as well as obtain your PCP information.
We do not share your private and secure information, nor has it been leaked, and I apologize if you have felt mislead or that this has happened. We have partnered with a CPAP supply company, Verus, and they take care of our patients for their re-occuring CPAP supplies. Letters informing patients of this partnership were sent last Summer. If you have any questions about their services or our partnership, please give them a call at 1-800-487-5566. If you would like to opt out of their services and receive supplies from our office directly, please give them or us a call to opt out.
Rest assured that Bennett Medical has sent no records of debt under your name to affect your credit. I can personally apologize for any employee's negative or disrespectful behavior that you have experienced, and assure you we strive to provide the best customer service possible.
Please give us a call in the Reno office at 775-329-0799 and request to speak to the billing department about your Oxygen recertification, and we will be more than happy to explain and assist through the process.
Respectfully,
[redacted]
Public Billing Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it very suspicious now that I got a call from the Colorado springs office that my C Pap machine is owned by me. Why did I receive such nasty notes on a piece of paper trying to get me a sign for the machine because you would already predetermined that Medicare would not pay for it. The threat was a charge of over $1500. Apparently, Steve the man who was more than gracious Who came out yesterday to pick everything up and said he already but that I owned the C PAP.
I'm never, never hear anything until something becomes a crisis. Your response seems overly coated with sugar, not the typical rude in direct response that I've been given since November/December 2014. I am still on SSDI but have been taken off of Medicare because social security is paying me too much. Now I have $160 deductible and 20% co-pay. I am not going to waste money going to the doctor which was not even correct unless absolutely necessary. Why did I not receive the new mask and supplies that now you're saying your company called me about but never delivered them when I told them I was off of Medicaid and would pay privately? I have been using the same nasty stuff for six months. This is typical of how Bennett medical supply has been in the last two or three years. The Rito office does more damage by bulldozing people with serious health issues then trying to come to an agreement. I never received any phone call and once again I already thought I had told you when someone called me in November about CPAP supplies. It seems that things are so confused nobody knows what's going on. Once I get my CPAP machine back, I want nothing more to do with your company. Is an old machine that's basically worthless and a concentrator that was never serviced really worth it? I am still thoroughly disgusted in the manner in which you approached me about all of this. I hope in the future you find a little more compassion, peoples lives depend on oxygen and CPAP to live. If I feel the need I will go see [redacted] I'm through wasting my money and the governments money on nothing but a bunch of trivial visits when there was a chip in that machine that could've been downloaded for him to read. As far as this matter is concerned I'm done with it as well's with Bennett. I will have to find someway to go buy my own supplies. From your Internet site it certainly looks like you're very profitable. Sometimes you have to give a little to get a lot. I highly suggest that [redacted], your CEO goes down and gives you all sensitivity training. You could attract a lot more bees with honey than with bad attitudes. As I said I'm done with Bennett, I hope you have good luck.
Final Consumer Response /* (4200, 12, 2016/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As far as I am concerned Bennett Medical Services has done the same old thing they always do, try to slide through. They had fully intended to take MY CPAP machine back. Their is NO compassion what so ever with the. Last year when they did the SAME exact thing one of the Reno Office Managers said "Our Company won't leave any patient without any lifesaving equipment even if we have to write it off"! Medicare paid enough to allow Bennett to be able to own the concentrator. Apparently there is a childish mindset that they will take there toys and go home. My 02 concentrator was NEVER serviced with a filter change. I had given the local employee Steve both items to take back. I am so sick of the hassle each time I just cringe. Had there have been a courtesy note sent out reminding me to see [redacted], the correct doctor I certainly would have gone. However in mid summer my mother experienced a stroke that took her life on October 26, 2015. Unfortunately, I had much bigger things to do. I'm very disappointed that "[redacted]" didn't take one minute of his time to return a letter that I spent a great deal of my time writing it too HIM. I guess when the lights come on the mice run under the carpet. The Hero Was Steve H in Colorado Springs. He knew exactly the cause. He was kind enough to take time and returned the CPAP machine the next day. My confusion was the discrepancy between the concentrator and CPAP ownership. I still NEVER received any new supplies after I was called and expecting the delivery in November. The only thing I can say was Steve saw right through the matter. at least I have the CPAP. When you take on patients with life threatening 02 issues you DO NOT THROUGH THEM UNDER THE BUS. I won't waste any time calling, this is a e-mail for proof company. I'm done with Bennett, sorry I ever praised them and consider this matter very unhappily settled. You all need a lesson in compassion and business organization!
Very Sincerely,
[redacted]
Final Business Response /* (4000, 10, 2016/04/26) */
[redacted],
I can assure you that it is never the intent of Bennett Medical Services to present rude or disrespectful attitudes to our patients, and I again apologize for any mistreatment you may have received. I do have record indicating we did attempt a resupply but were unable to get ahold of you. I also want to reassure you that you do own your PAP machine. We do have a process in place for contacting patients when their recertification expires, and the letters sent to you were in regards to this. It is very unfortunate that we could not obtain the correct documentation to re-certify your Oxygen equipment; we have taken your comments on your customer experience very seriously and they have been forwarded to the correct representatives for review. Please give us a call if you would still like to discuss any account issues you may have, and thank you for your correspondence.
Regards,
[redacted]
Public Billing Manager
Initial Business Response /* (1000, 5, 2018/02/21) */
[redacted],
I do apologize for any frustration you have experienced with Bennett Medical Services, in returning the equipment that was dispensed to you. When we dispense any purchased or rented equipment that is prescribed by your...
physician(s), we require the delivery to be signed for by the patient, or a caretaker of the patient. I do have a signature on file for this delivery, which does specify that the equipment is a rental. You should have been given the option to receive your delivery documentation via email - I do apologize if this did not occur. The delivery documentation does include all of the details of your rights and responsibilities as a patient with Bennett Medical Services, and how to facilitate a return.
I am concerned that you stated you have not been able to reach us by phone - please give me a call at the number below to speak of this in further detail. Alternatively, you can call us at 775-329-0799 to speak to a live representative.
I do see that you made a deductible payment of 24.59 - I can return this to you as a courtesy for your contact troubles.
Please give me a call so we can discuss this further.
Thank you,
[redacted].
775-329-0799 ext. 925
Initial Consumer Rebuttal /* (3000, 12, 2018/03/21) */
I spoke with [redacted] finally after updating the complaint with the Revdex.com. [redacted] assured me a check would be issued to me and my insurance company. [redacted] stated it would take longer for the insurance company to receive their portion of the reimbursement. It is now March 21 and I have still not received my personal reimbursement [redacted] stated I would receive. Nor have I received a follow up call stating why the process is delayed.
Final Consumer Response /* (4200, 16, 2018/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] please excuse me calling you [redacted]. Thank you for your response. I realized when we spoke there was an issue for the reimbursement for insurance company. I did not get the impression the same process occurred for the consumer. I will check no for the proposed resolution and will update this again when this has been resolved. Thank you.
Final Business Response /* (1000, 21, 2018/04/06) */
[redacted] -
I again apologize for the delay. We do have a companywide delay on refund requests, and have been processing the requests in the order they have been received by our Accounting department; I did get verification that the request was approved today.
I am expecting that the approved payment will be mailed by the end of next week.
Again, I do apologize for the delays, and please call me with any future inquiries.
-[redacted].
Initial Business Response /* (1000, 5, 2017/02/08) */
Mr. [redacted] I am sorry you were not able to get anyone on the phone in regards to your problem, after looking over your account it looks like on 11/10/2016 you received from us a Hemi Walker which you signed for. I have the document if you need...
to look at it. if you have any questions please give me a call. In regards to late fee I can wave that if the $12.09 is paid.
Thanks.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I signed it the person that gave it to me said it was taken care of no charge to you if you want it back come and get it
Final Business Response /* (1000, 16, 2017/02/27) */
the patient received a walker on 11/10/2016 and is getting the bill for this. I have a signed invoice that they signed.