Med Resources Retail LLC

Revdex.com: Complaint Management: ID # [redacted] timeline 1/2/Mr [redacted] called in stating his cpap was making noisesClient care representative informed Mr [redacted] who did not purchase the equipment from us that there would be a service charge Client indicated that his insurance indicated we had to look at it and he was calling his insurance company1/4/we received a call from clients insurance company indicating they would consider coverage for the repairs1/4/our technician picked up the equipment from Mr [redacted] , and provided a no charge loaner to the clientMr [redacted] crossed out all of the terms of the workorder agreement stating he did not agree to any of the termsWhen our tech returned to the site and turned in the paperwork, and Mr [redacted] ’s CPAP, it was determined we would not be able to service the item and it would need to be returned to the company that he purchased it from for servicingA phone call was made to the client the same day leaving a message to call back and that we would be out the next day to exchange the equipment1/8/we sent a driver to pick up loaner and to drop off client owned machineAfter several unanswered calls we ended up doing a drive by leaving a door tag indicating we tried to deliver1/9/we were able to speak to client informed him that we will have to come pick up our loaner we provided and we would drop off his broken machine that was provided by [redacted] and that they will have to do the repairs at that time the client stated “No you’re not picking up it up I’m calling my insurance company and hung up on the service representativeAgain on 1/9/we called the client back letting him know the machine must be picked up or he would be charged for the loaner Client called back and said he will be available Thursday morning for the swap but will be leaving around 11:and would need to call beforehandAttempted pick up on 1/12/as client indicated he would be availableDriver called client ahead of going at which point the client asked if his unit was fixedOur rep told him that he needed to get this serviced from [redacted] where he purchased the unit at, at that time Mr [redacted] stated he will not be giving us our machine back until his is fixed1/15/insurance company called to get an update on the situationThe insurance company was informed of the situation we were having and asked if we could go ahead and send the equipment straight to the other provider without getting the client involved We informed them we would need to get our loaner equipment picked up first Insurance was going to call the other provider to see if repair could take place and insurance would call us back for next steps Insurance company called client which at that time he agreed to switch out the equipment and to give us our loaner back1/16/we attempted to complete the exchange and were told by the client he wanted it done a different day 1/25/received a call from the insurance company asking if we received an order for a cpap for Mr [redacted] and if we could provide services for a new piece of equipment for the clientWe were not able to accept the referral due to the current issuesClient was referred back to his initial provider for service and the service charge was written offAt this point there is no additional action to be taken by our companyThe client will have to work with his initial provider for any other action related to his equipment

I have received the complaint listed and will review to verify the disputed amountAny refunds due the client will be issued no later than Wed 1/18/We appreciate the correspondence and chance to correct this issue

Initial Business Response /* (1000, 8, 2015/06/16) */
Order was received for *** *** for a knee brace on 3/26/Med REsources verified *** insurance for coverageMed Resources spoke with *** at *** indicating the item required authorization, authorization department was
called spoke with *** at *** who indicated that an authorization was not needed and that the patient had a deductibleThe patient was called and a credit card was collected to cover the amount of On 10/24/Med Resources was updated that tpatient insurance where claim should have been submitted was Healthlink Open Access not directly to *** Claim was then forwarded on to the correct payerOn 2/27/the check from Healthlink was applied to the account leaving a credit of on patient accountOn 5/6/patient was refunded the amount of on check XXXXXXX

The client called our company to repair a broken machine that he purchased through another companyOur tech looked at the machine and determined we could not fix it as we did not service that model and returned the item to the clientThere was no work done on his machine by our companyThe client was referred back to the company he purchased the equipment from for repairThere is no additional assistance we are able to provide to this client at this time

Complaint: [redacted]
I am rejecting this response because: 1. Med Resources broke my cpap machine. 2. Med Resources did NOT fix my cpap machine.
Sincerely,
[redacted]

Revdex.com: Complaint Management: ID #[redacted] timeline 1/2/18 Mr [redacted] called in stating his cpap was making noises. Client care representative informed Mr [redacted] who did not purchase the equipment from us that there would be a service charge.  Client indicated that...

his insurance indicated we had to look at it and he was calling his insurance company. 1/4/18 we received a call from clients insurance company indicating they would consider coverage for the repairs. 1/4/18 our technician picked up the equipment from Mr [redacted], and provided a no charge loaner to the client. Mr [redacted] crossed out all of the terms of the workorder agreement stating he did not agree to any of the terms. When our tech returned to the site and turned in the paperwork, and Mr [redacted]’s CPAP, it was determined we would not be able to service the item and it would need to be returned to the company that he purchased it from for servicing. A phone call was made to the client the same day leaving a message to call back and that we would be out the next day to exchange the equipment. 1/8/18 we sent a driver to pick up loaner and to drop off client owned machine. After several unanswered calls we ended up doing a drive by leaving a door tag indicating we tried to deliver. 1/9/18 we were able to speak to client informed him that we will have to come pick up our loaner we provided and we would drop off his broken machine that was provided by [redacted] and that they will have to do the repairs at that time the client stated “No you’re not picking up it up I’m calling my insurance company and hung up on the service representative. Again on 1/9/18 we called the client back letting him know the machine must be picked up or he would be charged for the loaner.   Client called back and said he will be available Thursday morning for the swap but will be leaving around 11:30 and would need to call beforehand. Attempted pick up on 1/12/18 as client indicated he would be available. Driver called client ahead of going at which point the client asked if his unit was fixed. Our rep told him that he needed to get this serviced from [redacted] where he purchased the unit at, at that time Mr [redacted] stated he will not be giving us our machine back until his is fixed. 1/15/18 insurance company called to get an update on the situation. The insurance company was informed of the situation we were having and asked if we could go ahead and send the equipment straight to the other provider without getting the client involved.  We informed them we would need to get our loaner equipment picked up first.  Insurance was going to call the other provider to see if repair could take place and insurance would call us back for next steps.  Insurance company called client which at that time he agreed to switch out the equipment and to give us our loaner back. 1/16/18 we attempted to complete the exchange and were told by the client he wanted it done a different day.  1/25/18 received a call from the insurance company asking if we received an order for a cpap for Mr [redacted] and if we could provide services for a new piece of equipment for the client. We were not able to accept the referral due to the current issues. Client was referred back to his initial provider for service and the service charge was written off. At this point there is no additional action to be taken by our company. The client will have to work with his initial provider for any other action related to his equipment.

Initial Business Response /* (1000, 7, 2015/08/31) */
I have issued a full credit back on clients credit card as of 8/17/15.

I have received the complaint listed and will review to verify the disputed amount. Any refunds due the client will be issued no later than Wed 1/18/17. We appreciate the correspondence and chance to correct this issue.