Kadence Healthcare Inc

I have just started with Kadence, and they have been very helpful and attentive

Mr*** had a sleep study and diagnosed with Obstructive Sleep Apnea on 1/20/The prescription was sent to Kadence Healthcare from Dr*** ordering a APAP device with all related supplies on 02/11/On 02/13/I spoke with Mr*** and he explained to me he was going to go see his
dentist and talk to him about possibly getting a mouth guard and asked that I call him back on 02/24/After that I left messages on 02/24/2014, 03/03/2014, and 03/06/with no return callsOn 04/03/Mr*** called into Kadence Healthcare and stated he wanted to schedule an appointment to be setup with APAPWe discussed his option to buy the device or rent the deviceHe stated at that time he wanted to rent the device for one month to see if he could handle it and then he would buyI explained to him that if he would like to rent it he would have the option of returning it in the first months of rental and he would not owe any further moneyIf he were to buy it that would not be an option due to all sales are finalOn 04/04/Mr*** came into our office and was seen by a Respiratory Therapist for setup and trainingHe decided to purchase the device and pay for it with his credit card at that time On 04/06/a Respiratory Therapist went to Mr***'s home and walked him through the setup process and tried to ease his struggles with the APAPKadence Healthcare follows the guidelines of the FDA, California Respiratory Care Board, and the California Department of Health and Human Services when dispensing drugs and medical devicesMr*** spoke to the Respiratory Therapist again and he stated he spoke to his pulmonary doctor and the doctor told him there was nothing wrong with his lungs and he wanted to return the deviceHe was instructed he should contact the prescribing physicianIf a patient has an adverse reaction to something their physician prescribed they should contact their physicianHe stated he did not want to do this he want to return the deviceMr*** came into Kadence Healthcare on 04/10/and returned the APAP and signed a Against Medical Advice waiverHe was told that we typically do not take bought devices back however, we would convert the sale to a rental and he would be charged for the monthly rentalHe was told that we cannot take back no refund for a used mask, hose, or filtersThese are single patient use and we would not be able to refund for these itemsKadence Healthcare is not able to reuse or redistribute used mask, tubing, or filters this is unsanitary and is not proper health care practiceMr*** was issued a credit of $on 05/06/for the remaining purchase amount of the device
*** ***, RRT, RCP
Branch Manager - San Diego

After unsuccessful attempts with two other companies that I would never recommend to anyone, my sleep doctor connected me with Kadence and I was taken care of the way one would hope to be when it comes to something as scary as sleep apneaRosalie, my patient care coordinator, did everything on my behalf without needing me for anythingShe communicated with my doctor's office and insurance company without any of my assistance and emailed me a tracking number for my equipment so quickly that I had to ask myself if this was really happeningI would recommend Kadence to anyoneEspecially Rosalie D

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and they are correct that the matter has been resolved in the form of a refund
Regards,
*** ***

Kadence Healthcare provided rental products and service to *** *** on July 7, At the time ofdelivery, Mrs*** was instructed verbally and in writing to inform Kadence Healthcare immediately if herinsurance changes to ensure coverage continue for the rental productsShe was also
advised at that time that sheis financially responsible for all costs if her health insurance fails to cover items, especially if she changes to ahealth insurance plan that Kadence Healthcare is not contracted withA copy of the document she signedagreeing to her responsibilities as a rental customer is attached herein.Mrs*** changed her insurance policy to a health plan that would not cover the rental charges and failed tonotify Kadence Healthcare of the change in coverageKadence Healthcare was notified by the Mrs***'sprior insurance that her policy had changed and she was no longer covered under that planKadence Healthcarethen made several calls to the Mrs*** with no successA letter was then mailed to Mrs*** advising ofthe charges that she was responsible for since she changed to a health plan that was not paying for the rentalcharges and provided her options to return the products or pay the rental chargesMrs*** failed to takeaction of the letterAs such, Mrs***'s credit card was charged for the services provided to her.It was only after Mrs***'s credit card was charged that she made contact with The Revdex.com.Kadence Healthcare contacted Mrs*** upon receiving the complaint from the Revdex.comDuring that call Mrs.*** admitted to receiving calls and the letter from Kadence Healthcare and admitted to failing to take therequested and required action to prevent her from having to pay the charges she incurred.Kadence Healthcare advised Mrs*** that her charges will not be refunded since she had changed to aninsurance plan that would not cover rental charges and Kadence Healthcare had made numerous notifications toher in advance of charging her credit card.Mrs*** simply wants to shift her financial responsibility to Kadence Healthcare.*** ***Kadence Healthcare IncWalker

VERY HELPFUL. CAN CALL FOR HELP ANYTIME. DEBBIE WAS VERY KIND. SHE MADE HOUSE CALLS AND RETURNED PHONE CALLS IMMEDIATELY.

I had a very positive experience with Kadence Healthcare. After being referred to
another and waiting three and a half months with no CPAP machine, I was referred to Kadence. A rep called me away and within a month I had the machine. I am pleased with their promptness and their professionalism. The other company did not reach out to me. Within the month, I had three different
reps from Kadence who called to bring me up to date on the paperwork.

Kadence Healthcare provided rental products and service to [redacted] on July 7, 2014. At the time ofdelivery, Mrs. [redacted] was instructed verbally and in writing to inform Kadence Healthcare immediately if herinsurance changes to ensure coverage continue for the rental products. She was...

also advised at that time that sheis financially responsible for all costs if her health insurance fails to cover items, especially if she changes to ahealth insurance plan that Kadence Healthcare is not contracted with. A copy of the document she signedagreeing to her responsibilities as a rental customer is attached herein.Mrs. [redacted] changed her insurance policy to a health plan that would not cover the rental charges and failed tonotify Kadence Healthcare of the change in coverage. Kadence Healthcare was notified by the Mrs. [redacted]'sprior insurance that her policy had changed and she was no longer covered under that plan. Kadence Healthcarethen made several calls to the Mrs. [redacted] with no success. A letter was then mailed to Mrs. [redacted] advising ofthe charges that she was responsible for since she changed to a health plan that was not paying for the rentalcharges and provided her options to return the products or pay the rental charges. Mrs. [redacted] failed to takeaction of the letter. As such, Mrs. [redacted]'s credit card was charged for the services provided to her.It was only after Mrs. [redacted]'s credit card was charged that she made contact with The Revdex.com.Kadence Healthcare contacted Mrs. [redacted] upon receiving the complaint from the Revdex.com. During that call Mrs.[redacted] admitted to receiving calls and the letter from Kadence Healthcare and admitted to failing to take therequested and required action to prevent her from having to pay the charges she incurred.Kadence Healthcare advised Mrs. [redacted] that her charges will not be refunded since she had changed to aninsurance plan that would not cover rental charges and Kadence Healthcare had made numerous notifications toher in advance of charging her credit card.Mrs. [redacted] simply wants to shift her financial responsibility to Kadence Healthcare.[redacted]Kadence Healthcare Inc.10840 Walker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Kadence Healthcare has stretched the truth and inserted events that did not happen.
When I first experienced problems with the machine I contacted the respiratory therapist who provided it. She suggested that I speak to the prescribing doctor. I asked whether I would be able to return the machine if the doctor indicated that I no longer needed it. I also asked if I would be able to receive a refund for the entire amount because I suspected the tubing and mask would not be returnable. [redacted], the RT, told me I would be able to get 100% of my money back. She also stated that if the machine is not working for me then there was no reason for me to keep it. She assured me that Kadence Healthcare was understanding and would be able to take the machine back.
I went to see the prescribing doctor. While I was there he performed a test of my lungs, which was for something unrelated to the use of machine. After consulting the doctor I elected to discontinue using the machine. I never made any statement about problems with my lungs being related to use of the machine. Kadence Healthcare has fabricated this statement.
I have a bachelor's degree in biology and in graduate school I taught human anatomy and physiology at a college level. I am educated enough to know the difference between lung function and airway issues. I would never make such an uneducated statement about my lung function being related to this machine.
Also, I was told that I was simply returning the machine. At no time did anyone at Kadence Healthcare explain that they were converting the sale into a rental or that they do not typically accept returns. This is another fabrication by Kadence Healthcare.
I was issued a credit of $262.36 but this is not the full amount promised by [redacted], the respiratory therapist for Kadence Healthcare.
Regards,
[redacted]

THE STAFF WAS FRIENDLY AND HELPFUL. THEY RESPONDED TO OUR QUESTIONS DURING THE PRESENTATION.

Good Morning, This issue was resolved on June 9th when the patient wrote to the Revdex.com. We advise him that it was an error in part of his insurance company. When we called and verified his insurance on the 2nd of April the insurance company provided the incorrect deductible information leading us...

to believe that he had not met his deductible and thus us calculating a much higher payment based on that information. We did not here from the patient until he submitted a review on yelp regarding this mistake. He never made any attempt to call us and discuss this issue. Once we read this on yelp we immediately called the customer and made sure to explain to him that we were misinformed about his deductible accumulation. We let the patient know that we were going to refund his amount of $108.09 on June 9th. The patient was not very responsive when we gave him the news. This issue was resolved on June 9th. Thank You

Everyone I dealt with was helpful and courteous. I'm quite happy with them as a company and with the products they supply me with.

Good Morning, 
This issue was resolved on June 9th when the patient wrote to the Revdex.com. We advise him that it was an error in part of his insurance company. When we called and verified his insurance on the 2nd of April the insurance company provided the incorrect deductible...

information leading us to believe that he had not met his deductible and thus us calculating a much higher payment based on that information. We did not here from the patient until he submitted a review on yelp regarding this mistake. He never made any attempt to call us and discuss this issue. Once we read this on yelp we immediately called the customer and made sure to explain to him that we were misinformed about his deductible accumulation. We let the patient know that we were going to refund his amount of $108.09 on June 9th. The patient was not very responsive when we gave him the news. This issue was resolved on June 9th. 
Thank You

Kadence products are top of the line. They are shipped with no delay, and they arrive intact and ready to use. But the very best thing about Kadence is its customer service representatives. They are spectacular!!! By phone or by email, they do everything they possibly can to give the very best service of any medical-related company I have ever dealt with. They are kind, compassionate, intelligent, efficient, and cheerful. I enjoy talking to them, and they are always helpful. Can you think of any other business that causes you to look forward to talking to its customer service representatives? I didn't think so. Kadence is wonderful! I am so glad I found out about it!

Kadence Healthcare called me to say that they were shipping a cpap machine to my home even though I had not visited their store to review the samples they had and to talk to a respiratory therapist. I told the clerk that called who informed me of their plans to ship the device so I told her not to ship the device and if they did I would refuse the delivery and not do any business with them. She connected me to a respiratory therapist who tried to pressure me to accept the device and I refused without visiting their store in person. She then explained that they were in the process of changing locations and if I still wanted to come in there was no place for me to sit down! Pretty lame excuse. I still refused to take delivery and that I would stick to my previously arranged visit 7 days hence. She apparently got frustrated with me and sarcastically told me to "have a fa-a-a bulous" day. Several days prior to this event the clerk that called had asked for my credit card # over the phone prior to any visit I would make to their store. This company is obviously striving hard to pad its bottom line and because of some of the other complaints I have read about them I will go looking for any necessary equipment I may need from another source. Thank You

VERY HELPFUL. CAN CALL FOR HELP ANYTIME. DEBBIE WAS VERY KIND. SHE MADE HOUSE CALLS AND RETURNED PHONE CALLS IMMEDIATELY.

Review: I was told by Kadence Healthcare that my insurance copay was $135.11 and paid it but when I picked up the items I was given a statement showing the total charge as $27.02. Yesterday my insurance carrier statement came and confirmed my total out of pocket responsibility was $27.02. I was grossly overcharged.Desired Settlement: I want to pick up cash or check in the amount of $108.09 as soon as possible. I'm willing to forgo any interest due from 4/6/2015 through date of repayment. If others have complaints of a similar nature, the Revdex.com should be forwarding this information to the appropriate authorities.

Business

Response:

Good Morning,

Review: Kadence Healthcare withdrew money from my account without my consent.Desired Settlement: I would like to get a refund for the money that was withdrawn from my account without my consent. That withdrawal was not stated in the contract. Plus, I had insurance to cover any type of billing needed for the services needed.

Business

Response:

Kadence Healthcare provided rental products and service to [redacted] on July 7, 2014. At the time ofdelivery, Mrs. [redacted] was instructed verbally and in writing to inform Kadence Healthcare immediately if herinsurance changes to ensure coverage continue for the rental products. She was also advised at that time that sheis financially responsible for all costs if her health insurance fails to cover items, especially if she changes to ahealth insurance plan that Kadence Healthcare is not contracted with. A copy of the document she signedagreeing to her responsibilities as a rental customer is attached herein.Mrs. [redacted] changed her insurance policy to a health plan that would not cover the rental charges and failed tonotify Kadence Healthcare of the change in coverage. Kadence Healthcare was notified by the Mrs. [redacted]'sprior insurance that her policy had changed and she was no longer covered under that plan. Kadence Healthcarethen made several calls to the Mrs. [redacted] with no success. A letter was then mailed to Mrs. [redacted] advising ofthe charges that she was responsible for since she changed to a health plan that was not paying for the rentalcharges and provided her options to return the products or pay the rental charges. Mrs. [redacted] failed to takeaction of the letter. As such, Mrs. [redacted]'s credit card was charged for the services provided to her.It was only after Mrs. [redacted]'s credit card was charged that she made contact with The Revdex.com.Kadence Healthcare contacted Mrs. [redacted] upon receiving the complaint from the Revdex.com. During that call Mrs.[redacted] admitted to receiving calls and the letter from Kadence Healthcare and admitted to failing to take therequested and required action to prevent her from having to pay the charges she incurred.Kadence Healthcare advised Mrs. [redacted] that her charges will not be refunded since she had changed to aninsurance plan that would not cover rental charges and Kadence Healthcare had made numerous notifications toher in advance of charging her credit card.Mrs. [redacted] simply wants to shift her financial responsibility to Kadence Healthcare.[redacted]Kadence Healthcare Inc.10840 Walker

Timely and efficient service.

Review: On 4/4/14 I received a CPAP machine from Kadence Healthcare. I tried to sleep with the machine but I was unable to tolerate it. I remained wide awake and unable to sleep while using CPAP. Furthermore, the machine forced air into my stomach, causing distention and discomfort. I notified Kadence Healthcare of my difficulties. RT [redacted] assured me that if I could not tolerate the machine I would be able to return to for a 100% refund. I specifically asked if I could received a full refund and she said that I could. I was also told that the mask could be returned within 30 days.I was unable to sleep with the machine so I elected to return it. When I returned it on 4/10/14, I was told that I could not return the mask, heated tubing, filter, and water chamber. This is in contradiction with what [redacted] told me previously.I asked about the amount of my refund and they were unable to tell me.Desired Settlement: I would like a refund for 100% of my money. I understand that I opened a bottle of CPAP cleaning wipes, which cost approximately $15. I am willing to keep those.I want to receive a full refund for the machine, heated tubing, filter, mask, and water chamber since [redacted], a representative of the company, told me verbally that I was entitled to that. I would like everything refunded to my credit card.

Business

Response:

Mr. [redacted] had a sleep study and diagnosed with Obstructive Sleep Apnea on 1/20/2014. The prescription was sent to Kadence Healthcare from Dr. [redacted] ordering a APAP device with all related supplies on 02/11/2014. On 02/13/2014 I spoke with Mr. [redacted] and he explained to me he was going to go see his dentist and talk to him about possibly getting a mouth guard and asked that I call him back on 02/24/2014. After that I left messages on 02/24/2014, 03/03/2014, and 03/06/2014 with no return calls. On 04/03/2014 Mr. [redacted] called into Kadence Healthcare and stated he wanted to schedule an appointment to be setup with APAP. We discussed his option to buy the device or rent the device. He stated at that time he wanted to rent the device for one month to see if he could handle it and then he would buy. I explained to him that if he would like to rent it he would have the option of returning it in the first 3 months of rental and he would not owe any further money. If he were to buy it that would not be an option due to all sales are final. On 04/04/2014 Mr. [redacted] came into our office and was seen by a Respiratory Therapist for setup and training. He decided to purchase the device and pay for it with his credit card at that time. On 04/06/2014 a Respiratory Therapist went to Mr. [redacted]'s home and walked him through the setup process and tried to ease his struggles with the APAP. Kadence Healthcare follows the guidelines of the FDA, California Respiratory Care Board, and the California Department of Health and Human Services when dispensing drugs and medical devices. Mr. [redacted] spoke to the Respiratory Therapist again and he stated he spoke to his pulmonary doctor and the doctor told him there was nothing wrong with his lungs and he wanted to return the device. He was instructed he should contact the prescribing physician. If a patient has an adverse reaction to something their physician prescribed they should contact their physician. He stated he did not want to do this he want to return the device. Mr. [redacted] came into Kadence Healthcare on 04/10/2014 and returned the APAP and signed a Against Medical Advice waiver. He was told that we typically do not take bought devices back however, we would convert the sale to a rental and he would be charged for the monthly rental. He was told that we cannot take back no refund for a used mask, hose, or filters. These are single patient use and we would not be able to refund for these items. Kadence Healthcare is not able to reuse or redistribute used mask, tubing, or filters this is unsanitary and is not proper health care practice. Mr. [redacted] was issued a credit of $262.36 on 05/06/2014 for the remaining purchase amount of the device.

[redacted], RRT, RCP

Branch Manager - San Diego

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Kadence Healthcare has stretched the truth and inserted events that did not happen.

When I first experienced problems with the machine I contacted the respiratory therapist who provided it. She suggested that I speak to the prescribing doctor. I asked whether I would be able to return the machine if the doctor indicated that I no longer needed it. I also asked if I would be able to receive a refund for the entire amount because I suspected the tubing and mask would not be returnable. [redacted], the RT, told me I would be able to get 100% of my money back. She also stated that if the machine is not working for me then there was no reason for me to keep it. She assured me that Kadence Healthcare was understanding and would be able to take the machine back.

I went to see the prescribing doctor. While I was there he performed a test of my lungs, which was for something unrelated to the use of machine. After consulting the doctor I elected to discontinue using the machine. I never made any statement about problems with my lungs being related to use of the machine. Kadence Healthcare has fabricated this statement.

I have a bachelor's degree in biology and in graduate school I taught human anatomy and physiology at a college level. I am educated enough to know the difference between lung function and airway issues. I would never make such an uneducated statement about my lung function being related to this machine.

Also, I was told that I was simply returning the machine. At no time did anyone at Kadence Healthcare explain that they were converting the sale into a rental or that they do not typically accept returns. This is another fabrication by Kadence Healthcare.

I was issued a credit of $262.36 but this is not the full amount promised by [redacted], the respiratory therapist for Kadence Healthcare.

Regards,