Lendmark Financial Services, Inc.

I mention [redacted] because [redacted] sets the standards and allowables for the other insurances.  If you would like we will reimburse your insurance for the walker and seat that we billed for and refund your $75.00 dollars since you feel like we didn't treat you fairly.  This way you can go to another provider that will treat you more fair.  My suggestion is find another provider first before you do that and see what their upgrade charge is going to be for a rollator other wise you will be in this same situation again.  Come and ask for me, David and I will be more than happy to let you go some where else.  We take pride on treating each and every customer fair and are looked upon highly in our community.  If you would like to use someone else just call me before you come by so I can let Lyzzi and Mark up front know what is going on.  I do apologize for the bad experience you had with our company and wish you wouldn't have had it.
 
David [redacted]
(832) 445-0956 ext. 207

Sounds good I will let Lyzzi and Mark know up front.  Sorry again that you didn't enjoy using our company.

ID# [redacted]
 
I am writing this in regards to a complaint that was made on our company regarding [redacted].  Just as Lyzzi explained to the customer insurance does not cover rollators.  A rollator is a walker with a seat, hand brakes, four wheels, a back, and a bag...

under the seat.  All her insurance pays for is a folding wheeled walker which the allowable is $55.00 and then we add a seat which is $14.00.  The total cost, our cost is way more than what the insurance pays for which is why if you want a rollator there is a out of pocket expense.  We sell a lot of products that insurance does not pay for such as lift chairs.  When it comes to being upset about the situation I can understand her frustration completely but we can only provide a customer with what insurance pays for.  That being said we have been in business since 2002 and since this time the allowables that insurance pays for keeps going down every year while the cost of the equipment is constantly going up.  If she would like to make a complaint she would better off writing her local congressman about what Medicare does and does not pay for.  If you have any more questions feel free to contact me. 
Thanks,
David [redacted]
(832) 445-0956 ext. 207

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.  [Provide details of why you are not satisfied with this resolution.]
Regards,
I know that businesses do business to make money and treat customers fairly, not to be concern on whether or not they feel that it is fair treatment. I appreciate and accept  the offer to return the Walker with the reimbursement of my $75.00. I called the insurance company  this morning and they  are still waiting to be billed before they can explain to me what happen. The representative assured me that no one in their Office would have said "we don't cover Rollator Walkers" because without a code they would not know if it were covered or how much of it is covered, but being a network provider they would already have the codes for the things they cover. When we asked if the things that had no codes could be removed from the Walker we were told no! I never seen  the Walker with only folding wheeled and seat only. That would be the Walker without all of the up grade items I was charged for. The representative said if the clerk saw there were no codes she would have known that it was something that is not covered by the insurance and explained to me that I was being charged not because they did not have codes to file, but they have no codes because they are not covered. She has also apologized for all of the mix up and has suggested I return the Walker and they will refer me to another in-network provider. They will be contacting the store to see if they can have the invoice faxed to them. I will be returning the Walker on tomorrow Sept. 22nd.

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.  [Provide details of why you are not satisfied with this resolution.]
Regards,  Please remind them that I was not alone and have someone that can verify that Lyzzy never told us that my insurance company did not pay for Rollator Walkers. I was not on the call when coverage was verify so I will not say what they told her because I don't know, but what I do know is if she had told me I would have left immediately, because I had contacted the insurance a couple of days earlier and they are the ones who sent me to them because of my zip code. I never would have thought that they had authority to fill a prescription with anything other than what has been prescribed by my doctor. Did they tell the insurance when they called to verify " I know you are telling me you don't cover Rollator Walkers but I'm going to fill this prescription with something else and charge you for something that you do cover" I don't think so.   I do not have Medicare and have no idea  what complaining to congress about Medicare will do for me. I have private insurance that I  pays premiums for every month. I am not asking them for anything free, I pay insurance premiums so that when I file claims my out of pocket cost is at a minimum. I will be glad to send a copy of my invoice where Lyzzy wrote I was charge the $75.00, not because my insurance would not pay for Rollator Walkers but because she did not have codes to bill the insurance. The insurance company has spoken to someone there and is waiting for the claim. The lady at the insurance company that I spoke to said the amount they gave her over the phone is not what is on my invoice. I have a copy of my prescription and can get an explanation of benefits as soon as it is processed through my insurance company. As my prescription stated I am battling Cancer. I am not looking for another fight. This is so sad that I have to spend some of the little time that I have left fighting to be treated fairly but if it will help the Cancer patient coming behind me it will all be worth it.