Kenny & Jack Builders

This complaint was responded to via telephone call on 7/28/2015. As explained on the phone, the customer's regular order shipped out to him on 4/22/2014. He tried to return items on 8/20/2014 in a box that had obviously been used as trash for a while and had a used tampon inside with the supplies he...

was trying to return. We explained very clearly why we could not take those supplies back and asked why he had not called sooner, considering those supplies were received 4 months prior. He got very upset and at that time notified us that his insurance had changed. We took his insurance information and per his request billed the insurance. On 8/29/2014 the customer was advised that the claim may not be covered and he may be billed. On 9/10/2014, the claim was denied by the insurance and the customer was billed. We did not hear from Mr. [redacted] until 12/23/2014 questioning why he was getting a bill from supplies in April. According to the insurance that Mr. [redacted] gave us, we were told that he only had coverage from 1/1/2014-2/1/2014. After being told this information, Mr. [redacted] began cursing at our biller and hung up on her. In June Mr. [redacted] called back to let us know that we had the wrong insurance information and provided the correct information at the time, unfirtunately it was past the timely filing allowed by the insurance and there was nothing else that could be done. If the supplies had been brought back in a box that did not have trash and a used tampon in with them, we may have been able to work something out, but these are medical supplies and once they have been comtaminated, they are no longer our responsibilty. All of this inforamtion is provided in Mr. [redacted] file as wll. [redacted]

Complaint: [redacted]
I am rejecting this response because: I signed that document on January and I returned the CPAP on end of February or the beginning of March , which is two month that bring it to the total of about $39 not $128. I already paid $55 for the used supplies, and I paid two payment of $20 for the two month rent, I also returned the CPAP, why are they charginger me more? As I was saying on the complaint that I did not use the machine because I had ear infection and the doctor prescribed to me antipaiotics for three different periods each one last ten days, during that time I cannot use the machine because it makes the infection worst that's what the doctor says. I have to sign the paperwork because if I don't sign it they will not give me the machinemail and whatever they said it just words no document has to prove that there not saying the true. Now they have sent me letter that they are going to move the account to collection which I do not want this to happen right now until we close this situation. 
Regards,
[redacted]

The insurance originally processed the claim for the CPAP supplies and issued an Explanation of Benefits showing a patient co-insurance amount of $65.37; however the insurance reprocessed that claim and adjusted the patient amount owed for just the CPAP supplies to $50.56.  The patient has paid her co-insurance for these disposable supplies.Regarding the 2 month rental of the CPAP unit, the insurance originally processed the claim incorrectly, and also reprocessed that claim to reflect that the patient owes co-insurance of $72.87 per month according to the Explanation of Benefits issued by her insurance company.We have already lowered the patient's out-of-pocket costs for the CPAP and humidifer by 50%.   The insurance company processed these claims and the explanation of benefits indicates that she owes $257.88 for the humidifier chamber and two months rental of the CPAP; however, we are now only holding her responsible for half of that amount--$128.94.  We cannot make a better offer at this time.