Medical Service Company Reviews (%countItem)
Medical Service Company Rating
Address: 24000 Broadway Ave, Bedford, Ohio, United States, 44146-6329
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Do not use this company for cpap supplies for they are very disorganized. They lost my doctors notes and never opened my account and do not bill in a timely manner. This causes patients to be on the phone with doctors and Medical Service Company. Good luck waiting to get help on the phone.
Do not use this company for cpap supplies for they are very disorganized. They lost my doctors notes and never opened my account and do not bill in a timely manner. This causes patients to be on the phone with doctors and Medical Service Company. Good luck waiting to get help on the phone.
I ordered CPAP medical supplies from this company on 03/06/2019. I ordered one CPAP mask. However when I received the bill, I was charged for 5 cushions that I did not order nor receive. I called the company on 04/29/19 and spoke with ***. She stated she would look into this and call me back. I had to call her on 05/09/19 due to I did not hear back from her. She stated they would remove the 155.08 charge from the account.
I called on 6/14/2019 to set up a payment plan of $20.00. I spoke to *** and advised I would like to set up a payment plan of $20.00 per month. She took my payment, gave me a confirmation number and we ended the call.
On 07/27/19 I balanced my checkbook and found that this company took money out of my account on 07/14/19. I contacted the company and advised that I did not authorize this payment. It was stated that I had to have authorized this or otherwise they would not have set up the plan. I did not set automatic withdraw as they are stating. I do not have any bill due this except a *** account. I requested that they listen to the phone conversation to verify what I was saying.
Called again on 08/01/19 and spoke to *** - she stated the same information and I requested again, that the call be listened to. Was this time advised that the calls are not recorded. I advised to not pull any more money out of my account and she stated that the account would go to collections since I was not paying it.
I also called on 08/02/19 and spoke with *** whom I spoke with as well on 08/01/19 - this company does not want to apologize for setting this arrangement up, nor take responsibility for doing it without my permission.
I was not aware of the Revdex.com complaint dated 8.7.19 until this morning (Saturday, August 24). I will pursue the details on Monday, August 26th and respond by August 27th. I apologize for the delay in the response.
On 3/6/19, Ms. placed an order for CPAP supplies. She called on 5/9/19 to inform MSC she did not receive cushions as part of the order though they were billed. The balance for the cushions was immediately removed. The remaining balance for other items included in the order was $117.13, which was due on 5/21/19 which Ms. has acknowledged.
The customer called Medical Service Company on 6/14/19 to initiate a payment plan for $20 per month for 6 months. To set up a payment plan, a payment method is required for automatic deductions each month. The patient agreed to make an initial payment of $20 on 6/14/19 when the payment plan was created. On 7/14/19, the next scheduled payment of $20 was automatically charged to her debit card. Ms. says she was not aware of the payment plan policy that automatically deducted the payment on a monthly basis. At her request we discontinued future auto-deductions. We apologize for any confusion by not clearly communicating the terms of the payment plan to the patient at the time of set up.
We appreciate and apologize for the misunderstanding; however, the services were provided in good faith. We invite Ms. to call to complete payment arrangements for the balance outstanding of $77.13. She may reach our Billing Manager directly at ***.
I ordered CPAP medical supplies from this company on 03/06/2019. I ordered one CPAP mask. However when I received the bill, I was charged for 5 cushions that I did not order nor receive. I called the company on 04/29/19 and spoke with ***. She stated she would look into this and call me back. I had to call her on 05/09/19 due to I did not hear back from her. She stated they would remove the 155.08 charge from the account.
I called on 6/14/2019 to set up a payment plan of $20.00. I spoke to *** and advised I would like to set up a payment plan of $20.00 per month. She took my payment, gave me a confirmation number and we ended the call.
On 07/27/19 I balanced my checkbook and found that this company took money out of my account on 07/14/19. I contacted the company and advised that I did not authorize this payment. It was stated that I had to have authorized this or otherwise they would not have set up the plan. I did not set automatic withdraw as they are stating. I do not have any bill due this except a *** account. I requested that they listen to the phone conversation to verify what I was saying.
Called again on 08/01/19 and spoke to *** - she stated the same information and I requested again, that the call be listened to. Was this time advised that the calls are not recorded. I advised to not pull any more money out of my account and she stated that the account would go to collections since I was not paying it.
I also called on 08/02/19 and spoke with *** whom I spoke with as well on 08/01/19 - this company does not want to apologize for setting this arrangement up, nor take responsibility for doing it without my permission.
I was not aware of the Revdex.com complaint dated 8.7.19 until this morning (Saturday, August 24). I will pursue the details on Monday, August 26th and respond by August 27th. I apologize for the delay in the response.
On 3/6/19, Ms. placed an order for CPAP supplies. She called on 5/9/19 to inform MSC she did not receive cushions as part of the order though they were billed. The balance for the cushions was immediately removed. The remaining balance for other items included in the order was $117.13, which was due on 5/21/19 which Ms. has acknowledged.
The customer called Medical Service Company on 6/14/19 to initiate a payment plan for $20 per month for 6 months. To set up a payment plan, a payment method is required for automatic deductions each month. The patient agreed to make an initial payment of $20 on 6/14/19 when the payment plan was created. On 7/14/19, the next scheduled payment of $20 was automatically charged to her debit card. Ms. says she was not aware of the payment plan policy that automatically deducted the payment on a monthly basis. At her request we discontinued future auto-deductions. We apologize for any confusion by not clearly communicating the terms of the payment plan to the patient at the time of set up.
We appreciate and apologize for the misunderstanding; however, the services were provided in good faith. We invite Ms. to call to complete payment arrangements for the balance outstanding of $77.13. She may reach our Billing Manager directly at ***.
The company sent supplies to me when I requested no further auto ship of supplies. I then returned the supplies per their request and they confirmed receipt of returned supplies in September, 2018. I've been requesting a credit ($41.89 charged on 7/22/18) to my card on file since then. My insurance also paid $167.55 on 6/28/18. I have notified my insurance company and they have opened a case to have the their funds reimbursed.
I've talked with *** more than 4 times since August. She last verified everything above on 3/19/19 and sent a message to *** to issue the refund to my credit card. Still no refund.
A full refund was processed to the patient’s credit card on 4/17/19 and confirmation of the refund was sent via email to the patient, along with a phone call from the Billing Manager providing details of the processed refund and apologizing for the untimely refund of the returned supplies. MSC has identified and implemented process improvements that will ensure returns are processed more timely moving forward.
The company sent supplies to me when I requested no further auto ship of supplies. I then returned the supplies per their request and they confirmed receipt of returned supplies in September, 2018. I've been requesting a credit ($41.89 charged on 7/22/18) to my card on file since then. My insurance also paid $167.55 on 6/28/18. I have notified my insurance company and they have opened a case to have the their funds reimbursed.
I've talked with *** more than 4 times since August. She last verified everything above on 3/19/19 and sent a message to *** to issue the refund to my credit card. Still no refund.
A full refund was processed to the patient’s credit card on 4/17/19 and confirmation of the refund was sent via email to the patient, along with a phone call from the Billing Manager providing details of the processed refund and apologizing for the untimely refund of the returned supplies. MSC has identified and implemented process improvements that will ensure returns are processed more timely moving forward.
Health Issue: This complaint involves a CPAP machine which is necessary to directly treat my moderate - severe sleep apnea. Without it I have several issues that stem from apnea.
What: MSC Sleep circumvented standard industry procedures in their lease to own CPAP contract. Standard industry procedure is to allow the insurance company and trained medical professionals determine if the CPAP usage falls within acceptable guidelines. The monitoring period is supposed to last 30 days in which you are required to use the machine for at least 4 hours every night. Over a 8 month period sporadic communication with the company transpired. I had fitting issues, pressure issues, and general usage issues which is common with a CPAP machine. All the while I continued to use the CPAP machine. MSC waited over 8 months to determine themselves, not the insurance company, that I was non-compliant in my usage (even though I was according to both the insurance company and my provider). During that time period I had attempted several times to contact them for assistance. I met with my ENT Provider several times to continue figuring out appropriate treatment and adjustments to the CPAP machine.
I also contacted my insurance company in which they spoke directly with MSC to find out why MSC decided I was non-compliant as the insurance company felt I was compliant. It was instructed by MSC I had two options. Buy the device or return it. I attempted to return the CPAP machine 3 times. Twice in person and once leaving it outside for pickup per instructions of MSC. They never came to take the product. They continue to try to bill me for the device that I have been trying to return to them.
I have filed a complaint which was accepted by my insurance company MVP and was uncontested by MSC. I have filed a stop order with my credit card company to not pay them.
In response to the claimant, we are informed by the insurance companies that we contract with what their compliance/usage requirements are and we monitor and measure such compliance/usage for our patients. While the claimant was in fact not compliant initially, we have directly been working with the patient in an attempt to obtain updated documentation for future insurance coverage for his equipment because he is now compliant. We apologize for the issues regarding returning the unit and subsequently being charged twice directly for payment for non-return. In discussions with the patient, we have refunded one transaction and will refund the second transaction if we are able to obtain the insurance approval going forward. If we are not and the patient would like to return the equipment, we will accept the equipment back and process a refund for the second transaction as well. Again, we apologize for the confusion regarding compliance requirements, billing, and ease in returning such equipment. We will be in direct communication with the patient as we learn more through the insurance coverage (prior authorization) process.
Health Issue: This complaint involves a CPAP machine which is necessary to directly treat my moderate - severe sleep apnea. Without it I have several issues that stem from apnea.
What: MSC Sleep circumvented standard industry procedures in their lease to own CPAP contract. Standard industry procedure is to allow the insurance company and trained medical professionals determine if the CPAP usage falls within acceptable guidelines. The monitoring period is supposed to last 30 days in which you are required to use the machine for at least 4 hours every night. Over a 8 month period sporadic communication with the company transpired. I had fitting issues, pressure issues, and general usage issues which is common with a CPAP machine. All the while I continued to use the CPAP machine. MSC waited over 8 months to determine themselves, not the insurance company, that I was non-compliant in my usage (even though I was according to both the insurance company and my provider). During that time period I had attempted several times to contact them for assistance. I met with my ENT Provider several times to continue figuring out appropriate treatment and adjustments to the CPAP machine.
I also contacted my insurance company in which they spoke directly with MSC to find out why MSC decided I was non-compliant as the insurance company felt I was compliant. It was instructed by MSC I had two options. Buy the device or return it. I attempted to return the CPAP machine 3 times. Twice in person and once leaving it outside for pickup per instructions of MSC. They never came to take the product. They continue to try to bill me for the device that I have been trying to return to them.
I have filed a complaint which was accepted by my insurance company MVP and was uncontested by MSC. I have filed a stop order with my credit card company to not pay them.
In response to the claimant, we are informed by the insurance companies that we contract with what their compliance/usage requirements are and we monitor and measure such compliance/usage for our patients. While the claimant was in fact not compliant initially, we have directly been working with the patient in an attempt to obtain updated documentation for future insurance coverage for his equipment because he is now compliant. We apologize for the issues regarding returning the unit and subsequently being charged twice directly for payment for non-return. In discussions with the patient, we have refunded one transaction and will refund the second transaction if we are able to obtain the insurance approval going forward. If we are not and the patient would like to return the equipment, we will accept the equipment back and process a refund for the second transaction as well. Again, we apologize for the confusion regarding compliance requirements, billing, and ease in returning such equipment. We will be in direct communication with the patient as we learn more through the insurance coverage (prior authorization) process.
They were very helpful and managed my medical needs quickly.
Thank you for your review. Though not successful every time, we try very hard to promptly and properly address the health care needs of all our customers.
I think you have done an amazing job.
They were very helpful and managed my medical needs quickly.
Thank you for your review. Though not successful every time, we try very hard to promptly and properly address the health care needs of all our customers.
I think you have done an amazing job.
We received medical supplies from Medical Service Company on order number S. These items were auto shipped AFTER we had cancelled auto shipment without authorization. The items were delivered to our home address on or about 8/6/18. Within a day or two the company was contacted and we were asked to put the box outside our door for a fed ex return pick up. This was done and Fed Ex picked up the package, delivering it back on 8/10/18 where LREY signed for it at 7:53 am. I can provide the Fed Ex tracking number. A charge for $192.75 was billed to our credit card on September 5. I waited for a credit which did not appear. On 11/8 I contacted medical service company to inquire about the credit. *** indicated that she would get back with me later that day. She did not. I reached out again in 11/9 and *** told me that she would look into the problem. On 11/11 *** got back to me to tell me that her supervisor, ***, was busy and that I should dispute it in my credit card because they would not credit me for the items as it was now past 45 days. *** would not speak with me. I shared that this was MEDICAL FRAUD and I would persue it as such. *** politely apologized. Later *** called back indicating that although she still could not credit my card back, she could mail a check that I would take 3-4 weeks for processing. This is predatory, fraudulent, and illegal.
MSC regrets the error of erroneously shipping supplies to the patient, despite his request to be removed from autoship. The returned supplies were received by our warehouse, however due to internal miscommunication the return was not processed, nor a refund timely issued. After receiving a phone call from the patient’s wife, it was discovered that a credit was due to the patient for the returned order. We were unable to process a refund to the patient’s credit card as the timeframe exceeded the 45-day transaction limit imposed by our credit card processor’s system. Therefore, a refund check was issued on 11/19/18 to the patient.
As a result of this unfortunate experience, we have implemented internal process improvements to prevent further mishaps with processing returns. MSC sincerely apologizes for the challenges faced by the patient in receiving, returning, and obtaining credit for returned supplies.
We received medical supplies from Medical Service Company on order number S. These items were auto shipped AFTER we had cancelled auto shipment without authorization. The items were delivered to our home address on or about 8/6/18. Within a day or two the company was contacted and we were asked to put the box outside our door for a fed ex return pick up. This was done and Fed Ex picked up the package, delivering it back on 8/10/18 where LREY signed for it at 7:53 am. I can provide the Fed Ex tracking number. A charge for $192.75 was billed to our credit card on September 5. I waited for a credit which did not appear. On 11/8 I contacted medical service company to inquire about the credit. *** indicated that she would get back with me later that day. She did not. I reached out again in 11/9 and *** told me that she would look into the problem. On 11/11 *** got back to me to tell me that her supervisor, ***, was busy and that I should dispute it in my credit card because they would not credit me for the items as it was now past 45 days. *** would not speak with me. I shared that this was MEDICAL FRAUD and I would persue it as such. *** politely apologized. Later *** called back indicating that although she still could not credit my card back, she could mail a check that I would take 3-4 weeks for processing. This is predatory, fraudulent, and illegal.
MSC regrets the error of erroneously shipping supplies to the patient, despite his request to be removed from autoship. The returned supplies were received by our warehouse, however due to internal miscommunication the return was not processed, nor a refund timely issued. After receiving a phone call from the patient’s wife, it was discovered that a credit was due to the patient for the returned order. We were unable to process a refund to the patient’s credit card as the timeframe exceeded the 45-day transaction limit imposed by our credit card processor’s system. Therefore, a refund check was issued on 11/19/18 to the patient.
As a result of this unfortunate experience, we have implemented internal process improvements to prevent further mishaps with processing returns. MSC sincerely apologizes for the challenges faced by the patient in receiving, returning, and obtaining credit for returned supplies.
I went though *** to get analyzed for a CPAP machine. After being approved, he was sent to Medical Services Co for the machine, mask, ect.
Since the beginning of being billed for this, I have received bills with no invoice to send to our HSA.
Since asking for detailed invoices, I now see why my HSA is suspended.
Not one bill on the invoice matched the charged amount to my account. I was send a full account history, and there is no markings of payment to follow. The bill / service dates do not match the billing, and the amounts all not matching.
I cannot get a straight answer of the billing, and I cannot get matching invoices to the charges so that I can clear my HSA account. I am on the verge of doing a chargeback to the account for falsified billing.
What I would like to see is a full refund of the prior charges, and a new invoice that I will charge to the account as the bills come via mail. I clearly cannot trust this company with my HSA credit card number being on file. Or a check totaling $752.00 so that I can clear the bills that they have not approved!
Our billing manager, *** (***) reached out by phone message and email on 8/8/18 to discuss this with the consumer - we look forward to reviewing the billing in detail.
I went though *** to get analyzed for a CPAP machine. After being approved, he was sent to Medical Services Co for the machine, mask, ect.
Since the beginning of being billed for this, I have received bills with no invoice to send to our HSA.
Since asking for detailed invoices, I now see why my HSA is suspended.
Not one bill on the invoice matched the charged amount to my account. I was send a full account history, and there is no markings of payment to follow. The bill / service dates do not match the billing, and the amounts all not matching.
I cannot get a straight answer of the billing, and I cannot get matching invoices to the charges so that I can clear my HSA account. I am on the verge of doing a chargeback to the account for falsified billing.
What I would like to see is a full refund of the prior charges, and a new invoice that I will charge to the account as the bills come via mail. I clearly cannot trust this company with my HSA credit card number being on file. Or a check totaling $752.00 so that I can clear the bills that they have not approved!
Our billing manager, *** (***) reached out by phone message and email on 8/8/18 to discuss this with the consumer - we look forward to reviewing the billing in detail.
My wife was a patient at *** prior to being released on Feb 2, 2017. Prior to being discharged *** Social Worker Administrator met with me several times to ask about the items and needs that my wife would need when she would be staying at home. She met with *** representative from Medical Service Company and ordered the equipment that seemed adequate for daring for my wife at home. *** approached me one day and said *** wanted my credit card number to order a feeding pump because he was not sure the insurance company would pay for it. I told *** that I would not give my credit card number and she called *** to tell him so. Then *** called me and said that the only way to get the pump was to have my credit card number and that Medical service Company would not use it for any other purpose. Reluctantly, I gave him the card number and reiterated to him that the card would not be used other wise. He agreed. On Feb 2, 2017 *** informed me at the SN *** that Medical Service Company would be delivering the equipment and supplies to my home and that I should be there to receive them. She said she would find out the delivery time and tell me ahead of the time. I always stayed late to be with my wife. *** approached me after 5:00 PM and said the delivery truck t*** to deliver at 5:00 PM. I reminded *** that she was supposed to tell me the delivery time so I would have been at home. She called Medical Service Co. and they said they would deliver the equipment at 7:00 PM. I went home about 6:00 PM and waited. The ambulance medics brought my wife home around 6:45 PM. The medics had to place her in a recliner chair in my home because the bed and other equipment had not been delivered. I phoned *** and she said delivery would be soon. She then called me and said delivery would be at eight thirty or nine oclock. I called *** again and she then said the delivery would be no later than 10:00 PM. The delivery truck did not arrive until the next afternoon. My wife had to stay in the recliner through the night without the food supplement. Can the Medical Service Co understand that they caused my wife to go unfed that night and can they imagine trying to clean and change underclothes on a very handicapped person in a recliner chair a number of times until a bed was finally delivered the next day?? Even when the delivery truck came the next day it didn't have the feeding pump or the IV stand to hook the food bag onto. The pump was delivered Saturday evening without instructions and by a young man who had no knowledge of how to program the pump?? The pump was delived in bubble wrap and I had to go on the internet to try to find out how to program it! Also I had to drive a nail in my upper woodwork to hold the food bag because no iv pole came with the pump? When I recieved my credit card bill and saw that Medical Service Supply Co had illegally used my credit card to get payment for some of the items that were delivered to my home, I called *** President of Medical Service Co and raised my complaints and protested the use of my credit card was unauthorized and in my opinion illegal. He debated and then said he would have my credit card credited with the amount $267 and shouted that I would write him a personal check immediately for such amount. He was very abrasive and angry, but I still reached out to him and offered to pay $100 to resolve this matter. He refused! Now I have been notified that he has turned this over to a collection agency. He has also told one of my wife's therapists when she called about a safety belt for the wheelchair that my account has been frozen because of no payment. My wife is out of the supplemental bag food and he has denied the food prescription for my wife which was written and faxed to this company for her to continue her feeding requirements! Is Mr. *** so calloused that he would deny a very handicapped person prescribed physical nourishment??
In April, MSC agreed to process refunds for charges to his credit card for his wife’s account on 3/7/18 and 3/9/18 under the agreement he would remit payment by check. (He did offer a reduced amount of $100 which was rejected at the time). On 4/27/18, refunds were processed for dates of service 2/2/18 in the amount of $97.20 and 2/3/18 in the amount of $167.76 that were applied to the patient’s deductible and coinsurances by her insurance carrier, *** Copies of the explanation of benefits from *** showing the patient responsibility of $264.96 were sent to the patient, along with an invoice with the amount due to be paid by check. No payment was remitted by check and the account was sent to collections on 6/30/18.
On Friday, 7/13/18, a request for supplies was received from the patient’s healthcare provider and was pended as the account is on financial hold due to the open outstanding balance. The patient’s husband called to check on the status of the order and it was explained to him that we would be unable to provide additional supplies without payment on the account. He refused to make payment, therefore the customer service manager contacted the social worker and the patient’s physician, who was on vacation, in an attempt to transfer the order to another provider for fulfillment. The patient’s physician requested that Medical Service Company provide product to the patient due to the short notice and he did not want the patient to go an entire weekend without her supplies. Because it was late in the day on a Friday, the decision was made to fulfil the order and deliver one case of the supplies as a one-time courtesy. The customer service manager personally delivered the supplies to the patient’s home and was invited in by the patient’s husband to meet Mrs.. The customer service manager attempted to contact the social worker on Saturday, July 15th and called again on Monday, July 17th to inform them that MSC would be unable to service the patient in the future due to the financial issues. The social worker agreed to locate another provider for future needs.
I regret the difficulties Mr. has experienced in caring for his wife. Mrs.’s insurance does not cover 100% - there is a deductible and coinsurance that was not paid. Mr. has offered to pay $100 towards that amount. We will accept that as payment in full and withdraw all collection activity after receipt of payment and return of the feeding pump and pole that belongs to Medical Service Company. We believe it is in Mrs.’s best interest to obtain these services from an alternate provider.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
***
The complaint could have been resolved but to open another issue such as the iv pole and feeding pump only aggravates the current problem, which is the food supply. I believe the pole and pump are being paid for monthly by the Aetna Insurance Company. There has not been a payment problem to my knowledge for these items other than the original mentioning in my complaint. It appears that to attach another demand to make life for my wife's already very difficult is obscene.
As agreed to during a phone conversation with the patient’s husband on 7/30/18, MSC will pick up the pump and IV pole and patient will transition to another provider for future nutritional needs. The settlement amount of $100 has been withdrawn by the patient’s husband. No collections action will be taken on the outstanding amounts.
My wife was a patient at *** prior to being released on Feb 2, 2017. Prior to being discharged *** Social Worker Administrator met with me several times to ask about the items and needs that my wife would need when she would be staying at home. She met with *** representative from Medical Service Company and ordered the equipment that seemed adequate for daring for my wife at home. *** approached me one day and said *** wanted my credit card number to order a feeding pump because he was not sure the insurance company would pay for it. I told *** that I would not give my credit card number and she called *** to tell him so. Then *** called me and said that the only way to get the pump was to have my credit card number and that Medical service Company would not use it for any other purpose. Reluctantly, I gave him the card number and reiterated to him that the card would not be used other wise. He agreed. On Feb 2, 2017 *** informed me at the SN *** that Medical Service Company would be delivering the equipment and supplies to my home and that I should be there to receive them. She said she would find out the delivery time and tell me ahead of the time. I always stayed late to be with my wife. *** approached me after 5:00 PM and said the delivery truck t*** to deliver at 5:00 PM. I reminded *** that she was supposed to tell me the delivery time so I would have been at home. She called Medical Service Co. and they said they would deliver the equipment at 7:00 PM. I went home about 6:00 PM and waited. The ambulance medics brought my wife home around 6:45 PM. The medics had to place her in a recliner chair in my home because the bed and other equipment had not been delivered. I phoned *** and she said delivery would be soon. She then called me and said delivery would be at eight thirty or nine oclock. I called *** again and she then said the delivery would be no later than 10:00 PM. The delivery truck did not arrive until the next afternoon. My wife had to stay in the recliner through the night without the food supplement. Can the Medical Service Co understand that they caused my wife to go unfed that night and can they imagine trying to clean and change underclothes on a very handicapped person in a recliner chair a number of times until a bed was finally delivered the next day?? Even when the delivery truck came the next day it didn't have the feeding pump or the IV stand to hook the food bag onto. The pump was delivered Saturday evening without instructions and by a young man who had no knowledge of how to program the pump?? The pump was delived in bubble wrap and I had to go on the internet to try to find out how to program it! Also I had to drive a nail in my upper woodwork to hold the food bag because no iv pole came with the pump? When I recieved my credit card bill and saw that Medical Service Supply Co had illegally used my credit card to get payment for some of the items that were delivered to my home, I called *** President of Medical Service Co and raised my complaints and protested the use of my credit card was unauthorized and in my opinion illegal. He debated and then said he would have my credit card credited with the amount $267 and shouted that I would write him a personal check immediately for such amount. He was very abrasive and angry, but I still reached out to him and offered to pay $100 to resolve this matter. He refused! Now I have been notified that he has turned this over to a collection agency. He has also told one of my wife's therapists when she called about a safety belt for the wheelchair that my account has been frozen because of no payment. My wife is out of the supplemental bag food and he has denied the food prescription for my wife which was written and faxed to this company for her to continue her feeding requirements! Is Mr. *** so calloused that he would deny a very handicapped person prescribed physical nourishment??
In April, MSC agreed to process refunds for charges to his credit card for his wife’s account on 3/7/18 and 3/9/18 under the agreement he would remit payment by check. (He did offer a reduced amount of $100 which was rejected at the time). On 4/27/18, refunds were processed for dates of service 2/2/18 in the amount of $97.20 and 2/3/18 in the amount of $167.76 that were applied to the patient’s deductible and coinsurances by her insurance carrier, *** Copies of the explanation of benefits from *** showing the patient responsibility of $264.96 were sent to the patient, along with an invoice with the amount due to be paid by check. No payment was remitted by check and the account was sent to collections on 6/30/18.
On Friday, 7/13/18, a request for supplies was received from the patient’s healthcare provider and was pended as the account is on financial hold due to the open outstanding balance. The patient’s husband called to check on the status of the order and it was explained to him that we would be unable to provide additional supplies without payment on the account. He refused to make payment, therefore the customer service manager contacted the social worker and the patient’s physician, who was on vacation, in an attempt to transfer the order to another provider for fulfillment. The patient’s physician requested that Medical Service Company provide product to the patient due to the short notice and he did not want the patient to go an entire weekend without her supplies. Because it was late in the day on a Friday, the decision was made to fulfil the order and deliver one case of the supplies as a one-time courtesy. The customer service manager personally delivered the supplies to the patient’s home and was invited in by the patient’s husband to meet Mrs.. The customer service manager attempted to contact the social worker on Saturday, July 15th and called again on Monday, July 17th to inform them that MSC would be unable to service the patient in the future due to the financial issues. The social worker agreed to locate another provider for future needs.
I regret the difficulties Mr. has experienced in caring for his wife. Mrs.’s insurance does not cover 100% - there is a deductible and coinsurance that was not paid. Mr. has offered to pay $100 towards that amount. We will accept that as payment in full and withdraw all collection activity after receipt of payment and return of the feeding pump and pole that belongs to Medical Service Company. We believe it is in Mrs.’s best interest to obtain these services from an alternate provider.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
***
The complaint could have been resolved but to open another issue such as the iv pole and feeding pump only aggravates the current problem, which is the food supply. I believe the pole and pump are being paid for monthly by the Aetna Insurance Company. There has not been a payment problem to my knowledge for these items other than the original mentioning in my complaint. It appears that to attach another demand to make life for my wife's already very difficult is obscene.
As agreed to during a phone conversation with the patient’s husband on 7/30/18, MSC will pick up the pump and IV pole and patient will transition to another provider for future nutritional needs. The settlement amount of $100 has been withdrawn by the patient’s husband. No collections action will be taken on the outstanding amounts.
I am paraplegic (paralyzed from the waist down) and blind in both eyes. I have to sleep on an air mattress on a hospital bed because I also have a bed sore at the base of my spine that started after my spine surgery that caused my total blindness. From time to time my air mattress goes flat and the company would change it. They just gave me a new air mattress on March 22nd and it went flat so I am assuming they gave me a defective product and they are refusing to change the mattress out. I just received a new mattress and they said it's out of warranty and that I would have to do a private rental at $180 per month. I have insurance and just obtained Medicare so that doesn't seem right. I think they are trying to take advantage of me. Please help!
Medical Service Company delivered and setup ***’s low air loss mattress on 8/19/2016. Since that time Medical Service Company has completed 6 service calls, exchanging out the mattress on 5 of those 6 occasions, even though we could not find any problems with the units we picked up once tested back at the service center. The warranty on this product is one year and Medical Service Company has continued to service him with no cost exchange for almost 2 years . In good faith, Medical Service Company will work with Mr. and his new insurance to replace the current unit for another new low air loss mattress. We will try contacting him today. We believe we have been responsive to his previous requests – however, we will try to work with him to satisfy his concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am paralyzed from the waist down and am blind in both eyes and I have a star 4 wound at the base of my spine. If what they are saying is true, then why does the mattress keep going flat. All I do is lay in it or sit at the side of my bed so why would it go flat? Also why do they fix it when they come if there’s nothing wrong with the bed?
Regards
After several unsuccessful attempts last week at reaching someone at the *** residence, we finally made contact earlier this week with *** at Mr.’s residence. We explained to him that we were prepared to replace his mattress with the next level Low Air Loss Mattress to resolve his issue. *** notified us that they were switching suppliers and that we should come pick up our product. We now consider this matter concluded.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this situation was resolved only after a complaint was made to the Revdex.com. We ended up switching to a different supplier because Meducal Services took so long to respond and was initially uncooperative. Our calls to the Cleveland office were ignored until this complaint was filed. So now that we are with a different supplier, any resolution Medical Services finally came up with was moot.
Regards
I am paraplegic (paralyzed from the waist down) and blind in both eyes. I have to sleep on an air mattress on a hospital bed because I also have a bed sore at the base of my spine that started after my spine surgery that caused my total blindness. From time to time my air mattress goes flat and the company would change it. They just gave me a new air mattress on March 22nd and it went flat so I am assuming they gave me a defective product and they are refusing to change the mattress out. I just received a new mattress and they said it's out of warranty and that I would have to do a private rental at $180 per month. I have insurance and just obtained Medicare so that doesn't seem right. I think they are trying to take advantage of me. Please help!
Medical Service Company delivered and setup ***’s low air loss mattress on 8/19/2016. Since that time Medical Service Company has completed 6 service calls, exchanging out the mattress on 5 of those 6 occasions, even though we could not find any problems with the units we picked up once tested back at the service center. The warranty on this product is one year and Medical Service Company has continued to service him with no cost exchange for almost 2 years . In good faith, Medical Service Company will work with Mr. and his new insurance to replace the current unit for another new low air loss mattress. We will try contacting him today. We believe we have been responsive to his previous requests – however, we will try to work with him to satisfy his concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am paralyzed from the waist down and am blind in both eyes and I have a star 4 wound at the base of my spine. If what they are saying is true, then why does the mattress keep going flat. All I do is lay in it or sit at the side of my bed so why would it go flat? Also why do they fix it when they come if there’s nothing wrong with the bed?
Regards
After several unsuccessful attempts last week at reaching someone at the *** residence, we finally made contact earlier this week with *** at Mr.’s residence. We explained to him that we were prepared to replace his mattress with the next level Low Air Loss Mattress to resolve his issue. *** notified us that they were switching suppliers and that we should come pick up our product. We now consider this matter concluded.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this situation was resolved only after a complaint was made to the Revdex.com. We ended up switching to a different supplier because Meducal Services took so long to respond and was initially uncooperative. Our calls to the Cleveland office were ignored until this complaint was filed. So now that we are with a different supplier, any resolution Medical Services finally came up with was moot.
Regards
Hello,
My mom received brief services from this company in September of 2017. I agreed for this company to provide oxygen to my mom at that time. On October 8, 2017 my mom transitioned (passed away) and I notified the company and they came to my moms home to pick up the equipment. This company has been taking funds from my bank account from then. I have telephoned this company and expressed my concern. I was refunded my money only once. I just checked my bank account in January 2018 and they have taken out funds again.
The following was a cut/paste by Revdex.com staff of the company's email attachment:
The patient passed away 10/8/17 and we were notified by the complainant of this on 10/18/17 and we were requested to pick up the equipment, which we did on 10/19/17. Since we were notified on 10/18/17, the monthly rental bill on 10/17/17 (date of service) was processed to the patient’s insurance company. We received correspondence back from the insurance company for the 10/17/17 date of service on 11/10/17 which indicated the patient had a co-pay of $21.83. As is customary, we send an invoice with this amount and the date of service to the address on file letting the patient know that we will be processing this charge on the method of payment previously provided on a date in the future. This date is noted on the invoice. These charges processed on 12/1/17. We received a call from the patient on 12/1/17 informing us again that the patient had passed away prior to this date of service so she would like the charge refunded. We processed a refund in this amount on 12/4/17.One thing that is confusing with rental equipment billing to insurance is that the insurance company does not always process all the submitted claims in order of the date of service. In this instance, the initial date of service, 9/17/17, was not processed and approved by the patient’s insurance until 12/20/17 (after the 10/17/17 date of service). As a result, we sent an invoice to the address on file that the patient’s co-pay related to this date of service (9/17/17) that we would be processing the co-pay amount of $20.20 to the method of payment on file. As indicated on the invoice, we processed these charges on 1/10/18.It appears that due to the patient passing away, that the invoice was not received notifying the patient or other family member of these charges which has caused the confusion of what these charges relate to. Due to the confusion and as a courtesy to the patient’s daughter, despite these charges being valid, we will process a refund of $20.20 back to the method of payment we have on file. We do not show any additional claims out to the insurance company for dates of service prior to or after the patient’s passing.
Hello,
My mom received brief services from this company in September of 2017. I agreed for this company to provide oxygen to my mom at that time. On October 8, 2017 my mom transitioned (passed away) and I notified the company and they came to my moms home to pick up the equipment. This company has been taking funds from my bank account from then. I have telephoned this company and expressed my concern. I was refunded my money only once. I just checked my bank account in January 2018 and they have taken out funds again.
The following was a cut/paste by Revdex.com staff of the company's email attachment:
The patient passed away 10/8/17 and we were notified by the complainant of this on 10/18/17 and we were requested to pick up the equipment, which we did on 10/19/17. Since we were notified on 10/18/17, the monthly rental bill on 10/17/17 (date of service) was processed to the patient’s insurance company. We received correspondence back from the insurance company for the 10/17/17 date of service on 11/10/17 which indicated the patient had a co-pay of $21.83. As is customary, we send an invoice with this amount and the date of service to the address on file letting the patient know that we will be processing this charge on the method of payment previously provided on a date in the future. This date is noted on the invoice. These charges processed on 12/1/17. We received a call from the patient on 12/1/17 informing us again that the patient had passed away prior to this date of service so she would like the charge refunded. We processed a refund in this amount on 12/4/17.One thing that is confusing with rental equipment billing to insurance is that the insurance company does not always process all the submitted claims in order of the date of service. In this instance, the initial date of service, 9/17/17, was not processed and approved by the patient’s insurance until 12/20/17 (after the 10/17/17 date of service). As a result, we sent an invoice to the address on file that the patient’s co-pay related to this date of service (9/17/17) that we would be processing the co-pay amount of $20.20 to the method of payment on file. As indicated on the invoice, we processed these charges on 1/10/18.It appears that due to the patient passing away, that the invoice was not received notifying the patient or other family member of these charges which has caused the confusion of what these charges relate to. Due to the confusion and as a courtesy to the patient’s daughter, despite these charges being valid, we will process a refund of $20.20 back to the method of payment we have on file. We do not show any additional claims out to the insurance company for dates of service prior to or after the patient’s passing.