LifeCare Solutions

[redacted], Lifecare Solutions (PHC/LCS) has reviewed this member's account with Management.  This member's account is billing correctly, per contract terms of the member's insurance company. The patient is responsible for 13 monthly payments of $27.15 and she has paid 12. She...

owes 1 more payment for a total of $27.15 and is in collections for 2 previous payments. The patient was informed that equipment was a 13 month rental, that start of care was January 6 ,2016, and LCS will stop billing a monthly rental after 2/6/2017.  This information was shared with patient 1/28/2017 that equipment was going to be under Maintenance & Service once monthly rentals cease.

There is no excuse for Ms. [redacted] having to wait numerous times for a response from a customer service representative at Life Care Solutions(LCS) to schedule a delivery and setup of a Cpap machine. We have two ways to set up new Cpaps, one where the member comes into our office, the other where we...

send a Respiratory Therapist to a persons residence. The scheduling is done by two different departments at LCS which may explain why the call back was not handled timely.The General Manager at LCS called the member and offered his assistance and scheduled her Cpap setup for 11 am on 10/10. He is also going to personally speak to her after the setup to make sure her issues were resolved, that she is satisfied with the service and to apologize for the delay in service. LCS is moving toward an improved scheduling service that will resolve some of these issues going forward.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Note: they did leave messages for me to call, however when I tried to return their call, I was not able to get through to the designated person. Finally, on my next quarterly statement, I did see a refund for the correct amount. Thank you for your assistance
Regards,
Geoff H[redacted]

Preferred Homecare (PHC) did generate a letter to the member indicating a final billed amount of $125.00 for oxygen (O2) equipment.
A letter was sent to the member to advise of impending charges if the equipment was not returned by 06/30/2017.On 7/1/2017 PHC billed the member for the rental...

of O2 due to our equipment not being returned by 06/30/2017.The member did not contact PHC until 7/5/2017; at that time, the member requested pick-up of equipment.PHC sent letters to the member on 2/1/2017, 4/15/2017 and 5/15/2017 to notify of the need to return the equipment or be transitioned to an alternate provider in order to avoid future billing.

A refunded to Mr. H[redacted] credit card in the amount of $467.52 has been submitted. It should reflect on his account in 5 business days. Several attempts have been made to contact Mr. H[redacted] with messages left and no return calls have been made.Thank you,?

Patient had a CPAP from 12/12/12 returned on 03/21/13.  Date of Service (DOS) 1/1/13 and 2/1/13 for the rental of his CPAP was applied to his medical insurance deductible, which makes the patient liable.  This account was sent to a collection agency due to non-payment in the amount...

of 188.00.

Preferred Homecare (PHC) would like to respond to this patient’s Revdex.com (Revdex.com) concern regarding the billing of her oxygen equipment. The patient currently has an outstanding balance due from dates of service 01.2016 to present.  In 03.2016, PHC did offer to place the...

patient on an auto-payment schedule, though PHC did not receive the required consent from the patient to do so.  PHC did receive a payment 04.2016 and this was applied to the oldest date of service outstanding, 12.2015. PHC’s Reimbursement Supervisor is in contact with the patient’s son to review the billing of her account. Attached is PHC’s record of invoicing showing the patient-portion due.

I am responding to the service complaint #[redacted] filed by [redacted] against Lifecare Solutions for DOS 02/23/2015 regarding a breast pump.[redacted] explains in her concern that she made several attempts to have her pump exchanged, returned and or refunded because it malfunctioned and...

stopped working within 4-10 days of receiving. After reviewing our files, I concur that [redacted] reached out with an appropriate request. The pump could have been exchanged, returned and or refunded. Supervisor – [redacted] Melcher notated the account for patient to deal directly with the manufacturer [redacted] as the manufacturer warranty policy prefers however, Lifecare Solutions could have mediated and addressed this concern on their behalf.I reached out to [redacted] by phone on 05/22/15 at 9:30am to apologize for the inconvenience Ms. [redacted] incurred and to also come to an agreement. I am fulfilling her request to have her insurance refunded for the pump since it was not usable. I also offered to fulfill her request to refund her for the expense of a comparable pump she paid for out of pocket. Ms. [redacted] will need to provide me with a receipt in order to process. She has agreed to send me a copy by email. I do believe I was able to resolve this concern and will address with my customer service team. Please let me know if you have any questions regarding any of the above.

All has been resolved as it was not a LCS issue, but a Insurance process.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted] did call in complaining about the mattress on 11/19/15 per notes in the chart, but it was not noted to pick up the bed at that time. Pick up was requested on 12/17/15 for the 1st time according to notes. Pick up was scheduled for 12/18/15. LifeCare Solutions will not be charging Mr....

[redacted] the $262 balance, no refund will be issued for the initial $130.

Nicole Winfield, I am currently having issues with responding to your website. I  have not dropped this issue.  Stephanie D[redacted] as explained knows that this is a fraudulent billing. There was never any CPAP issued at any point. Lifecare solutions is fraudulently billing me. Please contact me at 509-926-9241 if you have any other questions or email me at r[redacted]
Sent from my iPhone

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.
I still have not received my mask. 
Regards,
[redacted]

Review: I (daughter [redacted]) have been attempting to return Oxygen Concentrator for my mother ([redacted]) see Lifecare information letter attached.

1) I scheduled pickup on January 5, 2015 in the afternoon. I confirmed my address at [redacted]. No show.

2) I called Thursday morning on January 22nd confirmed same address. I waited til 7pm. No show. No call.

3) I called Friday morning on January 23rd was assured pickup. Confirmed address and my phone [redacted]. Called same day before 5pm. Was informed driver could not find me. Unknown why driver did not call. LifeCare said driver will call Saturday morning or maybe Monday.

4) Saturday morning no call from driver.

5) I called LIfeCare Monday morning January 26th and was assured that customer service representative spoke directly with the driver and assured pickup this day. I asked to confirm my address and phone, they said no need they already have it. I called back after 4:30 pm, they said I was still on schedule for this evening. Waited til 7pm again. No show. No call.Desired Settlement: I am currently making arrangements with my family to return this item for me this Friday, if possible. This is an extreme inconvenience. I am also trying to get this done before February so insurance will not be billed for something not being used. Thank you for your time. [redacted] ###-###-####

Business

Response:

Company states: We have received our equipment back. We were having a lot of difficulty picking up the equipment because our drivers would report that no one was home. We did apologize and can confirm that there is no balance and our equipment has been returned.

Consumer

Response:

Consumer states: There were mis-communication where the driver would go to the old address but I had contacted them prior to update them. I have gone in and returned the equipment.