Major Medical Supply, LLC

Revdex.com:Major medical has contacted me in regards to this problemThey have identified and acknowledged a lack of follow up in their system from the initial replacement parts being requested in April from my doctors officeTheir response wasn't until AugustAfter speaking with Major Medical, it has shined light on a few communication errors on both partiesMy action steps are to forward the new insurance to them as well as the emails I have been receiving at am for further investigation Through my complaint I have reached a resolution, which was just to have someone help me and communicate what is going onI am confident that I now have all the contact information to adequately move forward and settle this disputeI appreciate Major Medicals cooperation and willingness to help me figure this out Sincerely, [redacted]

Initial Business Response /* (1000, 7, 2015/09/30) */
We have rented different piece of equipment from our company to this patientThe CPAP machine was quoted about $per month rental through his insurance companyThe oxygen concentrator is $through his insurance companyWe do not
dictate how much to charge the patient as this is determined by the insurance companyIt is the patient's responsibility to understand how their insurance company pays claims and this is stated on our delivery tickets and in the documentation received at setupThe insurance company was contacted regarding this billing and the insurance company stated this was patient responsibility and should be billed to the patient as the patient had not met their deductibleAll of the correspondence in the patient record states that we explained the deductible amount of $and at that time none had been metWe do have a signed document that states the patient is responsible for all outstanding balances that the insurance company deems patient responsibilityWe would be glad to work out payment arrangement with the patient but he has failed to return calls to our billing departmentWe would be happy to discuss payment options including reduction in amount if the patient is willing to work with us but we did bill compliantly based on all insurance and state guidelinesIf we can have an alternate way of contact (other than by phone per the request) I would be happy to give you a breakdown of your account and work out an agreement for the balance owed
Initial Consumer Rebuttal /* (3000, 9, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here's the deal and it will continue to be my answer: Major Medical can't NOT disclose the cost of what I'm renting from them and then say I accept their terms and conditionsIt's not accurate and it's not following Colorado contract lawI'm happy to pay Major Medical what I was told OVER THE PHONE, which was the total cost was $80/monthMajor Medical has responded that they have nothing in writing from me that says otherwiseIt was Major Medical's mistake to not provide me with a written, monthly cost, with and without reimbursement from *** Periodmy e-mail regarding this business issue is ***What's your response?

Below, you will find notes from our Manager of Reimbursement and her staffThe charges are legitimate, however we are offering a substantial discount to the customer because of the confusion around insurance billing relating to his annual deductible and difficulty in reaching our companyNotes to
follow regarding our interaction with this customer: We have crossed calls for almost a month nowThe patient has very limited access to phone during the day and we tried but did not succeed in getting in touch with himWe apologize for this and are working on our internal process to prevent this from occurringThis patient has been a customer for many years and once this amount is resolved the account will be closed and paid in full as equipment has been returnedThe patient was confused over the billing and why the pricing had changed within the monthsThe patient was also confused over the types of equipment he had receivedThese amounts and equipment were legitimate as his deductible was not met and this caused the changeAgain due to this being a long term customer, account always being in good standings and this being the last payment we are offering the patient a discounted rate to be more in line with the copays he had been paying in the previous yearsWe had to leave a message yesterday afternoon to see if this is agreeable for himWe expect to hear back late this afternoon as normally he calls after 3: This is ***'s note from speaking with the patient...Called and spoke to patient on 5/16/and he was very frustrated and a little confused about billing. I tried to explain that the DOS went towards his UHC deductible and he would state that he understood his deductible but that he was told by MMS that the charge for his Owould be $5.19/month. Patient also stated that he never had a homefill unit and only ever had Ofor nocturnal use. I reviewed account and found that we did set him up initially for nocturnal Oon 8/7/15, but that later that year on 11/25/we received orders from MD for continuous Oand delivered a homefill unit. At this point all equipment has been picked up and only the patient responsibility charges for the DOS above are in question. I discussed account with *** *and we decided to offer to reduce charges to copay amounts ($xfor the 1/7/and 2/7/DOS, and $xfor 12/25/16, 1/25/17, and 2/25/DOS). I called patient and had to leave voicemail for him to return my call. I will attempt to call again tomorrow. We need to see if the above offer is agreeable to patient and then make appropriate adjustments to the account. I will let you know as soon as we hear from him and if he is in agreeanceThanks so much

Revdex.com:Major medical has contacted me in regards to this problem. They have identified and acknowledged a lack of follow up in their system from the initial replacement parts being requested in April from my doctors office. Their response wasn't until August. After speaking with Major Medical, it has shined light on a few communication errors on both parties. My action steps are to forward the new insurance to them as well as the emails I have been receiving at 1 am for further investigation.   Through my complaint I have reached a resolution, which was just to have someone help me and communicate what is going on. I am confident that I now have all the contact information to adequately move forward and settle this dispute. I appreciate Major Medicals cooperation and willingness to help me figure this out.
Sincerely,
[redacted]

Here are the summary communications from my team. I believe that we have or we are in process with solutions to this complaint. :[redacted] - [redacted] - 08/25/2017: I just spoke with [redacted], very nice on the phone. His resupply order was processed by [redacted] yesterday and shipped....

Order is zeroed out. He will be forwarding me his email that he is receiving at 1:00 am ish so that I can see where they are coming from to resolve that issue. He has had issues getting a response from the branch, I gave him my cell number to call in the future with any issues. He thanked me for the follow up. I will let everyone know more on the email issues. [redacted] - [redacted] - 08/25/2017:  I actually spoke to this patient on 8/24/17. This patient’s order was processed for shipment that morning at about 2am by [redacted]. I let him know that and then sent him to [redacted] for billing questions. He didn’t seem particularly upset about anything when I spoke to him and did not mention the email situation. He did want to know the status on his order but when I told him it was on it’s way, he seemed satisfied with that.  I checked  the [redacted] timeline to see if maybe he had placed orders with Resupply that he hadn’t received but prior to the order he placed on 8/19/17 (which hit our system on 8/21/17), he hasn’t ever responded to a contact from the resupply program.  We were well within the 10 day mark on his order.  When [redacted] emailed the patient, she informed him that per notes last month, we had received denials on claims for his machine rental for the dates of service of 5/7/17-8/7/17  because his [redacted] coverage had termed. I’m not sure why they billed to begin with since the auth we had on file expired on 5/6/17. His coverage was verified prior to his August resupply order being sent and shows that he currently has [redacted]. I’m guessing the emails he received were due to the balance on file. I just rechecked coverage for the dates above and they show active coverage now. It looks like [redacted] dropped the charges to the patient when they found he had no coverage. There seem to be a couple of issues at play here. I’ll get with [redacted] and [redacted] to see what we need to do, but from what I’m seeing.