Medcare Equipment Company

July 12, 2016Re: Concern ID [redacted]/ [redacted] Dear Ms. [redacted] Our Company strives to provide the best level of patient care possible. On the other hand we are operating under restrictions imposed on us by the insurance payors. This case is one of those situations. We can not dispense certain...

items without proper insurance authorization which takes sometimes several days. Since then one of our Quality Care associates contacted the patient's representative and discussed their concerns. The patient has received the bariatric commode she was requesting and the situation has been resolved in patient's favor. Sincerely, Olga F[redacted] Quality Care Associate Medcare Equipment Company Tel: ###-###-#### Fax: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

In response to complaint assigned to ID [redacted], submitted on 9/23/2014.
3/31/14 — Patient received items
5/16/14 — Patient contacted MedCare requesting to return items and was informed that our return
policy states 7 days from date of receipt. Patient stated her spouse must have...

ordered them and she did
not want them.
At a later date, this patient called and requested to speak to a supervisor. I, [redacted] Clark, agreed to allow
this patient to return delivered items.
6/23/2014 - I had arranged a call tag be sent to the patient in order to ship items back. Once items had
been received back to the warehouse, items were to be adjusted off patient’s bill.
9/22/14 — At this time, patient stated items had been returned. I took the patient’s word for the return
and created invoice and directed billing to remove all charges for this date of service. Patient had been
sent to the CBC. I instructed billing to call the CBC and have patient’s account adjusted and her account
removed from collections. I contacted patient and gave her the updated information as well as the
number to the CBC to follow up on her end to insure this was completed.
This was completed before the patient submitted complaint to the Revdex.com on 9/23/14. The desired
settlement noted on the Revdex.com letter was the outcome on 9/22/14.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On 10 / 12 / 17 Ellen, the person at Medcare that I had left the messages for, called me at 1:05 pm. She started off by asking if I was ready to order the machine my doctor had recommended. I told her I had called, at the number she had given me by repeating it to her, four times and left messages each time. She said she had received only one call. The one on 10 / 2, and that the person only identified themselves as Kevin and did not leave a phone number. I told her that every time I called I had left my full name and phone number. She was uninterested. As far as she was concerned, the fact that she did not respond to any of my calls was closed. Never mind the fact that it had been 10 days from when she received the message she did acknowledge. Or that it was 15 days from she initially contacted me to set up a new machine.    I did set up an appointment to pick up a new machine, as I have to get the new equipment, and this is the company my doctor has to use. As of now, I have not heard from anyone else at Medcare. I am still looking forward to talking to the Customer Service Manager at Medcare to ensure that this issue is properly addressed. From what I see from their response they are not that concerned with the poor service I have received from them. They did not address the issue as to what caused the two week delay in responding to my calls![redacted]

July 12, 2016Re: Concern ID [redacted]/ [redacted] Dear Ms. [redacted] Our Company strives to provide the best level of patient care possible. On the other hand we are operating under restrictions imposed on us by the insurance payors. This case is one of those situations. We can not dispense certain items without proper insurance authorization which takes sometimes several days. Since then one of our Quality Care associates contacted the patient's representative and discussed their concerns. The patient has received the bariatric commode she was requesting and the situation has been resolved in patient's favor. Sincerely, Olga F[redacted] Quality Care Associate Medcare Equipment Company Tel: ###-###-#### Fax: ###-###-####

I want to update my review, the catheters did arrive today more than the "next day" but at least within 5 days, and customer service returned my call today as well. The girls in the store are much more capable of getting the job done than the distribution center or wherever the scripts go originally.

Medcare equipment company has gone way down hill. We are sent the wrong catheters then had to jump through hoops to get the right ones ordered. We are being billed and the insurance statement says "Your Share $0" spoke to billing where I'm told we have $90+ in Credit and he told me to tell them not to bill us and to look back on the history and they will see that the money is being credited to our account. I'm not trying to run a tab! Our last catheter order was placed on hold pending payment, the girl at our local store released them as was recommended by billing, they were supposed to arrive next day...5 days later no catheters. Also they have not returned my phone call yesterday about this.

Very Poor customer Service Company. This Company had a RX from my Dr the week of 12/18,/2017. Today I get a call about my RX that they need to speak to me before the order can be placed. It's 1/9/2018 and their just calling me about the RX. They lose the order and I don't get my order filled as I spoke to 3 different people over there and told them I needed this filled before the end of the year. Nice Job Medcare. Glad your concerned about your customers as I asked the women Marissa to have her Manager call me and have not heard back. If 20 days is satisfactory in getting back to someone, then maybe I need to call my insurance company and ask why they use this company.

Review: I am a CPAP user. I had to go through new testing to get a new machine. The insurance at th e was covered. this machine does not work. I called and told them that. My insurance changed in May they sent me a letter in June and tried to make me pay for this machine. The original insurance company (UPMC) insurance company continued payment until July 14th to help resolve the problems. In July Medcare sent me a letter stating I was refusing treatment and that they owned my medical records etc. I wrote that I was not refusing treatment, I only need to return their machine and that I will continue treatment with a reputable equipment company. They told me on the Phone that when I sign that paper they will pick up the machine which they have not done. I received a bill again today for this machine.Desired Settlement: Pick up the equipment and resolve the billing issue and reprimand the company for not dealing in good faith and notifying me the equipment was not covered by the new insurance immediately. I had no insurance card or numbers or information for several weeks about the insurance and couldn't even get treatment for an immediate illness that made me sick for the entire month of May.

Business

Response:

August, 10th 2016 Revdex.com [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 This letter is in response to the Revdex.com complaint Reference #[redacted] that was mailed to us on 8/2/2016. Ref ID #[redacted] Dear [redacted] The patient received and was set up on her CPAP and Humidifier from MedCare on 01/29/16. The patient had [redacted] For You insurance coverage until 04/30/16. It is the policy of [redacted] for You that the patient obtain compliancy within 90 days from the day of setup. Upon set up, patients are educated on the importance of compliancy within the first 90 days of setup. The patient's compliance period was over on 03/29/16 at which time the patient was not compliant, therefore [redacted] for You would not process the claims as they require the provider, MedCare Equipment Company, to prove the patient compliancy. On 05/26/16 a letter was sent to the patient informing her she did not obtain compliancy within the 90 days set forth by [redacted] for You. On 06/06/16 the patient contacted MedCare regarding the letter stating she did not meet compliancy. The compliance requirements were again explained to the patient and she was provided options to return the machine and repeat a sleep study in order to receive another compliance period, return the equipment, or pay for the equipment. The patient stated she was contacting [redacted] for You and would be in touch with us after speaking with [redacted] for You. MedCare Equipment Company does not reflect any documentation of the patient contacting our company regarding her equipment not working properly or her of her said illness. The patient is returning the CPAP and Humidifier. Once the equipment is received by MedCare Equipment Company, the balance on her account will be adjusted and no further collection action will be taken. Thank you for your mediation effort in this matter.

Review: My daughter recently had surgery on her leg & ankle and needed a bedside potty because she could only move bedside to chair. While in the hospital, she used a larger( bariatric) potty due to her size. Medcare got orders to deliver a regular size potty, not the bariatric one. When we called Medcare and requested a larger potty, they informed us that our insurance would not cover the bigger chair unless the patient is over 300 lbs. When I explained that although my daughter was not 300 lbs but did require the larger chair due to her size, the customer service rep instructed us to contact the doctor and have their office fax new orders authorizing the bariatric chair. We did as instructed and had the doctor fax Medcare the script for the bigger potty. When we did not get a delivery, we called Medcare and were told that they never received the fax. On this particular day, we had to take our daughter for a follow up appointment to the doctor's office and asked the office staff there, in person whether or not the new orders were faxed. They stated that they had already and that they would also send again. When, Medcare still claimed that they didn't have anything, we asked to speak with a manager. The CSR took our name and said that manager would call. After not receiving a call by the next day, we called ONCE AGAIN and then put into manager's voice mail. Since the manager did not return our call close to the end of business day and it was already Friday, we AGAIN called later that evening. This time a different CSR told us that the manager was out on vacation and would not be back until Wednesday of the following week. So....we were waiting for a return call from a manager that wasn't even there?? Is there only ONE manager at Medcare that could have helped us? This is not even believable. This CSR proceeds to tell us that it wouldn't matter if the fax was received from the doctor's office because regardless of what the doctor orders, it's the insurance company that has to give them the authorization!! So in other words, we were sent a very wild goose chase by incompetent and unprofessional employees. We are now working with the insurance company and hope that Medcare will soon deliver the bariatric chair.Desired Settlement: Medcare Corporate / Management: While it would be impossible to instill empathy into your employees, it would be nice if you could educate/train your customer service reps using the mission and vision statement that you claim on your website: "To improve the health and well being of every life we touch." AND "To offer outstanding customer satisfaction, and high quality products and services". Your consumer base is mostly patients that are suffering medical hardships that don't need exacerbated by this type of hassle!

Business

Response:

July 12, 2016Re: Concern ID [redacted] Dear Ms. [redacted] Our Company strives to provide the best level of patient care possible. On the other hand we are operating under restrictions imposed on us by the insurance payors. This case is one of those situations. We can not dispense certain items without proper insurance authorization which takes sometimes several days. Since then one of our Quality Care associates contacted the patient's representative and discussed their concerns. The patient has received the bariatric commode she was requesting and the situation has been resolved in patient's favor. Sincerely, Olga F[redacted] Quality Care Associate Medcare Equipment Company Tel: ###-###-#### Fax: ###-###-####

Business

Response:

July 12, 2016Re: Concern ID [redacted] Dear Ms. [redacted] Our Company strives to provide the best level of patient care possible. On the other hand we are operating under restrictions imposed on us by the insurance payors. This case is one of those situations. We can not dispense certain items without proper insurance authorization which takes sometimes several days. Since then one of our Quality Care associates contacted the patient's representative and discussed their concerns. The patient has received the bariatric commode she was requesting and the situation has been resolved in patient's favor. Sincerely, Olga F[redacted] Quality Care Associate Medcare Equipment Company Tel: ###-###-#### Fax: ###-###-####

Review: In the Spring, Med Care called me stating that I was "eligible" for new equipment for my c-pap machine. After receiving the equipment, I then was sent a bill from my insurance company. I called my insurance and they said that I had a deductible and that I was responsible to pay for the equipment. I did not even need to equipment, what I already had was fine. I only accepted the new equipment from Med Care as they had called me and said that I was "eligible" for new equipment and so I said ok. After receiving that bill from my insurance, I called Med Care and stated that I was mis-informed by their sales person and that I did not want to buy this new equipment. I sent back the equipment, but only received partial credit. Med Care stated that not all of the equipment was sent back. But it was not clear what the remaining items were that I needed to send back. Then, two weeks ago I received a letter from a collection agency stating that I owed $95.15 for an unpaid bill to Med Care. I called Med Care and they stated that a mask was never returned and that I had already been sent a bill for it which I did not pay and that their policy is to send unpaid bills to collection. I do not even use the c-pap machine anymore. I offered to send any pieces of equipment back to them that they request, but they stated that it is far past the 7-day return policy. None of this would have happened if they had never made calls to their customers stating they were "eligible" for new equipment without explicitly explaining that the customer is then responsible to see if their insurance will be covering the cost or not. The entire process was extremely misleading.Desired Settlement: Med Care needs to revise their sales tactic of trying to get their customers to accept new equipment, without explicitly explaining to their customers that they may have to pay for that equipment out-of-pocket.

Business

Response:

July 20th, 2016 Revdex.com Patricia Cook 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Ref: ID #[redacted] Dear [redacted] This letter is in response to the Revdex.com complaint Reference #[redacted] that was mailed to us on 7/14/2016 Patient [redacted] contacted our billing department on 7/06/16 regarding a collection notice for $95.15,The patient received supplies over a year ago on 2/11/15 from an order that was placed through a third party service that MedCare uses to call on all CPAP and Bipap patient’s. A call is made when a patient is eligible to receive a refill on their supplies through their insurance. However this does not always mean that they have satisfied their annual deductible and co insurance limits. Mr. [redacted] called our billing department on 4/14/15 to question his deductible/co insurance. He was told that the bill was from not meeting his deductible .He was told then that he could return all items due to the fact that he was upset and was refusing to pay his invoice. He agreed and we received a box of items on 5/13/16 some of those were opened and some were unopened. The return of these items did not include the mask. Our billing department at that time adjusted his account for a refund of all items returned. The patient was made aware that the mask was not included with all other items returned and that until we received that back he would be charged for that item. Mr. [redacted] called our office on 05/27/15 to make a payment for tubing from his order on 02/11/15 and again questioned the charge for the mask. Mr. [redacted] was informed the mask was not returned and was again informed he could return the mask. Mr. [redacted] never returned the mask and did not contact our office until 07/06/16 regarding a collection notice. On 07/06/16 it was explained to Mr. [redacted] that the collection notice was due to non-payment on the mask. Mr. [redacted] requested to return the mask and was informed he could not return it due to his order being over a year old. Mr. [redacted]’s wife called on 07/14/16 regarding the collection notice and also requested to return the mask and was again informed that it could not be returned. It is MedCare’s policy to refuse returns after seven days of the order date. Our company had made several exceptions to our policy in an attempt to satisfy the patient. It is also MedCare’s policy to charge patients for items that are returned opened, but an exception was also made to adjust the balance on the patients for items that are returned opened, but an exception was also made to adjust the balance on the opened items as a courtesy to the patient.Thank you for your mediation effort in this matter.

Review: I purchased a bath chair for my disabled Daughter [redacted] from Medcare over the phone.

They told me that it was a special order item and it would take 2 weeks to be delivered. They did not say that it could not be returned. When the chair came it was too big for my shower and I gave it back to the delivery man and he put it on the truck. My debit card was charged $178.32 for the chair and I never received a credit for the return. When I called to get a credit for the return they said that special orders cannot be returned. I told them that they already have taken it beck. A lady named Linda said that she would contact her supervisor and have her call me. She never called me .Another time I called and talked to Linda and she said that they might take it back and charge me a restocking fee. Nothing has been done. I have talked to the billing department 4 times and they always connect me to the Manager, Amy K[redacted] and I always leave a message. She has never returned any of my calls, in all I have called 7 times. One time someone in billing told me that there was no record of the chair being returned. I have no paperwork on this except the bank statement that they took the money from my debit. I don't think they should keep my money and the chair. I could maybe sell the chair to get some money for it if I had it. I hope you can help me because my Daughter really needs a bath chair and I can't get another one until this is resolved. Her account there is under her name, [redacted]. Thank you.

[redacted]Desired Settlement: To either credit my debit with a refund and or charge me a restocking fee if necessary or give me back the chair so I can sell it or something to recoup my losses.

Business

Response:

January 4th, 2016Revdex.com[redacted]RE: Reference ID [redacted] Dear [redacted],Hi [redacted] I just wanted to updated you on the complaint that we received concerning patient ID [redacted]. Our Customer Service Supervisor spoke with the patient today and told her that we have credited her $133.75. This is the total amount of the Bath Chair that she purchased for $178.32 minus a 25% re-stocking fee that we had to pay because the item was a "special order item". The patient was compietley agreeable and to this. I hope that this helps in the mediation efforts in this case. Please feel free to contact me if you have any other questions/concerns.Ms. Angela B** Quality Team Associate [redacted]

Review: This complaint covers: Billing Issues, Customer Service Issues and Sales Issues. January 3, 2014 [redacted] came to my home and delivered a c-pac rental unit. I had spoken with her over the phone and asked several times what using this unit would cost me. Her reply was always "no cost to me". I have the papers she left with me on 1/3/14 stating the equipment and the column with co-pay says $0.The week of 2/15 I received a bill from MedCare Equipment for $299.40 When I called to try and understand why I had received a bill I was told I would also be receiving a bill for February for $110. I told them I would be returning the unit because of the deceptive, inaccurate and incomplete information I had received from their sales representative.Desired Settlement: I would like the company to better educate their representatives so other future customers aren't blind sided by inaccurate information. I would like the company to be held responsible for more upfront cost information before they leave a unit with another uninformed customer. Now I am expected to pay $409. I was lead to believe that I would have no out of pocket costs by their representative for using this equipment for three months.

Review: The company sent a product to us that we did not need. They expected us to resolve all issues within 7 days. Our insurance denied their claim in 30 days, by which time we were not able to return the product. After multiple attempts at contact, the company has still refused to accept the unused product and is now threatening to send us to collections.Desired Settlement: I would like the company to clear any amount they think I owe them and send a call tag for the unused product.

Business

Response:

December 31, 2015Revdex.com[redacted]RE: Reference ID [redacted] To whom it may concern;MedCare provided equipment to the patient based off of the doctors order/prescription on July 21, 2015. MedCare is non-participating with the patients insurance however we submit claims to all insurances on the patients behalf. The patients insurance denied the claim on 08/14/15 as non-covered. The balance was billed to the patient because as a non-participating provider MedCare has no obligation to adjust the balance. The patients father contacted MedCare on 10/05/15 regarding the balance. The patients father was informed of our return policy which is stated on the delivery ticket he was provided when MedCare shipped the equipment to the patients home. The patients father called again on 12/14/15 regarding the balance. The patients father was again informed that the item could not be returned and the balance was due.As a subscriber of insurance, the patient/patients responsible party has a responsibility to understand their insurance carriers guidelines and coverage limitations.As a courtesy to the patient MedCare is adjusting the balance and no further action wilt be taken to collect the unpaid debt.Sincerely,The Quality Department MedCare Equipment Company

Review: I was sent and billed for items that I did not order for $273+. After numerous phone calls, I was instructed to send back the unopened items and that my account would be credited. I spoke to [redacted] Clark multiple times about this. I never received any further notifications from MedCare. However, on 9/20/14, probably 2+ monthys later...I received a bill from a collection agency. This company is horrible to deal with. I will continue to try to contact them and set this straight, however, I wanted other people to be aware.Desired Settlement: I would like the charges removed from my account at MedCare (Acct # [redacted]). I would like my name removed from the Collection agency CBCS (Account # [redacted]). And I would like confirmation that this did not damage my credit in anyway!

Business

Response:

In response to complaint assigned to ID [redacted], submitted on 9/23/2014.

3/31/14 — Patient received items

5/16/14 — Patient contacted MedCare requesting to return items and was informed that our return

policy states 7 days from date of receipt. Patient stated her spouse must have ordered them and she did

not want them.

At a later date, this patient called and requested to speak to a supervisor. I, [redacted] Clark, agreed to allow

this patient to return delivered items.

6/23/2014 - I had arranged a call tag be sent to the patient in order to ship items back. Once items had

been received back to the warehouse, items were to be adjusted off patient’s bill.

9/22/14 — At this time, patient stated items had been returned. I took the patient’s word for the return

and created invoice and directed billing to remove all charges for this date of service. Patient had been

sent to the CBC. I instructed billing to call the CBC and have patient’s account adjusted and her account

removed from collections. I contacted patient and gave her the updated information as well as the

number to the CBC to follow up on her end to insure this was completed.

This was completed before the patient submitted complaint to the Revdex.com on 9/23/14. The desired

settlement noted on the Revdex.com letter was the outcome on 9/22/14.

Consumer

Response:

1st of all they state my husband ordered the supplies, as if he ordered them for me. He did not. My husband also orders c-Pap supplies from a different company for himself. He states that MedCare did not mention any name on the automated system and therefore he assumed he was ordering for himself. I never opened the item because I didn't order anything, nor did I need anything at that time. At the time that I received the supplies, I did not know that my husband received the automated call. I received a bill for the items 2 months later, which is when I contacted MedCare and when my husband mentioned that he ordered supplies for himself, but never received them. As a side note.... on their emails to me, it states my insurance

[redacted] also neglected to mention that weeks had gone by before she actually called me back. She misplaced the messages. This occurred each time I contacted her or customer service. I will say that when she did contact me, she was very nice and professional and assured me it would be taken care of, however, that was never the case.

Also, I returned the item 6/28/14. I informed [redacted] from MedCare in June, that I had sent the item back. She stated that I might receive one more bill prior to them removing the balance, until they received confirmation from the company (not me!) that the item was received. I received no further notifications or communications from MedCare and assumed this was taken care of. Then on Saturday, 9/19/14, I received a notification from CBCS stating MedCare turned me over to them. So I then went and checked the tracking number on the item and verified that it was received on 6/30/14. I left [redacted] a voicemail that day stating how upset I was. I filed the complaint with the Revdex.com on Saturday evening, 9/19 as well. Considering how long this has been going on and now my credit was at risk! [redacted] did call me back on 9/22, but as I said I had already filed the complaint on 9/19 which was before I spoke to her. I am curious as to why she would say that I didn't tell her that the item was returned until 9/22/14. I shouldn't have needed to tell her. Don't they communicate with each other?

I am rejecting this resolution until someone from MedCare can confirm that my credit hasn't been damaged by them turning this over to the collection agency. If they can verify and send me a statement that this did not go on my credit report, then I will accept the resolution. Also, since I contacted the Revdex.com on 9/19 and NOT 9/23. This report was filed before I ever spoke with her.

When I spoke with [redacted] on 9/22 she did assure me that my balance at MedCare was now $0 and that they contacted CBCS to remove me from collections. I requested confirmation from her. I also phoned CBCS and requested a confirmation letter from them as well. I did receive both letters via mail. I am rejecting this because it states I contacted the Revdex.com after this was settled and that is not true. I contacted the Revdex.com on 9/19 and I did not receive any confirmation until after 9/26 when I received the statements. Also, can MedCare confirm that my credit is not damaged by turning my name into a collection agency. If I receive confirmation of that from them, I will consider this resolved.

Business

Response:

We have reviewed your letter from 10/3/2014 regarding additional concerns that this consumer voiced

regarding the above mentioned complaint.

CBCS, the collection agency our company is contracted with, provided a letter stating that all the accounts

in the name of this particular individual have been closed and no information was submitted to any of the

credit bureaus. This document is attached.

I also wanted to stress that Medcare Equipment Company, LLC is a home care business and we do not

request credit reports or submit any information to credit bureaus regarding our customers’ accounts.

Thank you for your mediation effort in this matter.

Sincerely,

~

Quality Care Associate

Medeare Equipment

In 3 years time, we've had nothing but trouble with this company. From mask fittings, pick up of equipment and sustaining a quality life. They've been billing my insurance company for an oxygen concentrator that they refused to pick up after a Doctors orders 3yrs ago & are refusing to refund the monies. The order for pick up on the concentrator mysteriously disappeared from their records. No wonder our insurance premiums are so high. They picked up oxygen tanks by Doctors orders, in April 2014 but, NOW say they were never picked up. They keep sending the wrong mask (several) for my husbands CPAP. This is a piece of equipment that is detrimental in sustaining life. The original mask fit. Apparently they don't retain this info for their records and take a guess on what you actually need. One hand doesn't know what the other is doing.

I would never recommend this company to anyone. They held on to a medical Rx for over a week until I called them and then failed to deliver the test I needed in a timely manner. I've also had issues with them promising to send equipment with a delivery person, only to have them ship by UPS. So instead of getting what I need the next day, I have to wait 2 or three days.

Review: I am forced to use MedCare, by my insurance company. For the past 7 months, I have had problems with their billing. They repeatedly send bills to me, regardless of if I have even used their services. Each time, I call MedCare, and am assured that the problem has been fixed. And then another bill comes. I call again, same story. They've sent me to collections for not paying a bill that I didn't owe, and have now added an additional late fee for not paying a bill that I don't owe. Regardless of how many times I pay them, they continue to bill me, add on late fees, and ruin my credit. I have already talked with Denise, Mary Ann, Teaha, and countless others. Ultimately, they tell me that there are two accounts with my name (one with the wrong birthdate) and they can't manage to keep them straight. They are not able to rectify this situation, and continue to harass me and damage my credit.Desired Settlement: $1000.00 credit to account, to make up for the months of harassment and fraudulent billing, a written letter of apology from the CEO of MedCare, and letters sent to credit reporting agencies stating that any and all late fees and/or collections notices from MedCare were and are fraudulant.

Business

Response:

October 26,2015 Revdex.com[redacted]Ref: ID # [redacted]Dear [redacted]:This letter is in response to the Revdex.com complaint Reference #[redacted] that was mailed to us on 10/14/2015After reviewing all of the patients past invoices and billing history it is our position that the amount indicated $39.50, that she was sent to collections over was indeed from a payment that was due originally for supplies that were ordered back in March of 2015. The first invoice was sent to her on 3/26/15. The second past due notice on 4/28/15, the 3rd on 5/19/15 stated "payment required now". The last was a" seriously past due invoice" sent on 6/09/2015. At this point the past due amount was sent to collections. Our collections associate was informed by the patient that she had paid the collections amount of $39.50 at that time. We did in error have 2 accounts for this patient, this has since been corrected. The patient currently has one account that is now correct and her current balance is 0.00. Our collections associate has submitted to the CBCS to send a letter to the patient to verify that her credit has not and will not be affected in the future.Thank you for your mediation effort in this matter.Sincerely,The Quality DepartmentMedCare Equipment Company, LLC

Consumer

Response:

Review: I'm the mother of a medically fragile/vent dependent 4 year old boy. Due to a recent change in insurance, I am forced to work with MedCare for our respiratory equipment and supplies. I'm truly blown away by the incompetent and unprofessional manner that this company operates. Upon requesting a particular(necessary)item, MedCare told me they could provide us this item, then they later told me they could not provide it and proceeded to give me inaccurate information on how to obtain the item, which in turn led me on a "wild goose chase." In regards to my monthly supply order, I've been told different stories (depending on who you talk to) on whether or not they can accommodate my sons needs. I've been waiting on a much needed supply order for over a week and when it was finally delivered, it was almost completely wrong. Please note, I've had 3 different conversations with MedCare employees from respiratory department discussing the items to be delivered and they assured me my order was accurate. I've also been told a respiratory therapist is supposed to come to our home to as all items and equipment. This assessment is a required visit in order to ascertain whether the medical company can meet a patients needs. I still have not had a MedCare employee contact us to have this assessment, which is an integral part of transitioning to MedCare from our previous company.Desired Settlement: -Any and all items pertaining to my sons respiratory needs to be delivered in an accurate and timely manner - Information relayed to me by MedCare employees should be accurate and in a professional manner-A qualified MedCare employee performs an in home assessment in a timely and professional manner

Had to contact them several times to find out where an order was. Placed order in beginning of December 2014, finally received in middle of January 2015 after insurance company contacted them with me on the line to hear their explanation. No one seems to no what the other is doing. Sent me a bill 4 months after receiving my order stating I now had to make a co-payment for the items. Never had to pay before but went ahead and paid in full. Asked for explanation of co-pay amount and was told several different reasons by several different people, none of which made sense. A bag of items was sent that included several different sizes of nasal masks (I have a CPAP), and I only needed one and one size. This has happened before with masks and filters. It appears they are billing insurance company for unnecessary supplies and I'm being charged the co-pay. I have informed my insurance company and I no longer order supplies form this business. Worst customer service ever.