In-Home Medical, Inc.

Our records agree with the customer complaint. We will refund 100% of the customer’s money on the breast pump. We have no record that the customer was informed that their insurance was out of network and our customer service staff is responsible for knowing that and notifying the
customer at time of service so that the customer can make a fully informed choice. The timing on the delays were a result of our billing department trying to get an exception for the claim after the delivery from the insurance company this can be a very long process. We have no record that the customer was informed that we would be trying to re-submit the claim. When the claim was denied months later, it would be our policy to than convert the obligation to a patient pay. But this should only be done if all of this was communicated at the beginning. It was not, we apologize and will use this mistake as a training opportunity and we will refund the customer

In Home Medical’s policy is and always has been to pick up our equipment whenever called.  We offer a 24 hour hotline and our drivers are on call 24/7.   All customers are informed of this at time of delivery.  We also inform all customers at time of delivery that if they have...

any issues with the equipment they can call the same provided phone number 24/7 and our technician will be able to assist them or replace the equipment if necessary.
This customer has signed delivery tickets indicating they were informed of all of this and we can provide copies of those documents and signatures on request.
 It is In Home Medical’s policy to charge monthly rates for our rental items to reflect the policy of the insurance companies.  Most insurance companies pay a flat monthly rate for the rental of most equipment.  The monthly rate also reflects that the majority of our costs are associated with delivery and setup, education of the customer and pick up and cleanup of the equipment back to hospital grade acceptability.   If a customer needs the bed for a day or for a month the majority of our costs are the same.    The patient was informed of this in writing at time of delivery.  The customer signed that they received and understood this policy.    
The customers insurance is one we work with on a regular basis.  To bill this insurance company we needed proper documentation from their doctor.  In Home Medical works daily with this customers insurance company.
Our records do show the customer called on the July 14th and asked us to pick up the bed on July 18th.  They were informed this would result in another month of rent.  I discussed this complaint with the customer service representative who arranged the pickup time.  She said the customer had asked for the July 18th date. 
After receiving this complaint from the Revdex.com, Our biller who had informed the customer of that they would be billed an additional month if they kept the bed past the 14th called the customer on July 18th 2016 to apologize for any missed communication that made us pick up the bed on the wrong day.  The customers informed her that “he needed it for the weekend because his recliner was not showing up until today (July 18th).  And that we had scheduled the pickup day on the day that they had requested.” 
Our records show that the customer had asked that we call and inform them when we are close to the end of the month so they could make a decision on the bed prior to being billed a second month.    We do not have a record that this call was made.  Therefor we will reverse the second month’s charge, despite informing the customer in advance of our billing policy, informing the customer in advance of the next month charge being required if they kept it past the 14th and despite the fact that the customer wanted to and requested to keep the equipment past the 14th.