Medical West Respiratory Services

Client has a portable oxygen Home Fill System w/home fill tanks in her home  currently that allows her the ability to leave the house with a small 6lb tank as well as an 8lb tank, tank cart is included.  The POC Portable Oxygen Concentrator System that the patient is asking for along with tanks is Another Portable system and Medicare will not pay for 2 portable systems.  We have spent countless hours on the phone, frequently being hung up on by the patient because she does not want to comply with her physician's orders, Medicare Compliance or with Medical West's instruction of the proper use of the oxygen.   I did attempt to call the patient and got 3 words out and she hung up on me abruptly.   We have exhausted all efforts in trying to please this patient.   There is nothing else we can do for her, we have tried to offer options, she simply will not be satisfied unless she has 2 portable systems which is not an option.   I had spoke to Karen from the Revdex.com today and explained this situation.   Thank you, Respectively,   [redacted]Medical West

I LEFT A MESSAGE ON THE PTS VOICEMAIL THIS MORNING WHEN I RETURNED TO THE OFFICE.  THE CREDIT WAS ISSUED ON 6/19 AND I ADVISED THE PATIENT THAT HIS BALANCE AS OF TODAY IS 23.05 AND THAT IS HIS COPAY FOR 6/29/17 SERVICES.

Complaint: [redacted]
I am rejecting this response because:
I received the refund check. That was for a payment...

from 6/13, which was collected in error, in the amount of $59.74.  (I still do not understand how the refund check is only for $38.06)  My bank statement reads MWRS ACH.I am still waiting to resolve two things: 1. There was another payment collected on 8/3 - under Medical West Res ACH.  The amount was $40.71.  I would like that refunded, please.2. I would like a letter (or an email) stating that my account is in good standing and will not be turned over to a collection agency. I don't want any hassle with a ding on my credit score, because I will be applying for a mortgage soon.Thank you for your prompt attention to this matter.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Responding business is misstating events and not telling complete story. 1.  I have never denied receiving a CPAP machine from them.  2.  they asked for me to return machine and I agreed if they would send postage paid return materials. 3 No return materials were received by me. 4 follow up calls were made to me asking for payment.  I said I would return machine but I would not pay for it as I could get a machine at no cost to me through Minnesota Medicare supplier. 5. Machine was returned to them in the return materials they then provided. Since that time they have continued to bill me at Medicare approved intervals for accessories they say they have provided but I have never received. I have called the business over 12 times to attempt to resolve this. One time I spoke with a reported company manager who said she had proof I was using the machine in MN the night before my call.  I asked she forward me the proof because I was In Branson, MO on vacation and hadn't been in MN for several weeks. No proof was received. I was told I had ordered the accessories and they had proof I made the orders and had received the materials. Once again I asked to see the proof. No response from the business but the billings continued including new charges for new accessories.Lately the company has been calling my cell phone with collection demands. 6. they now say the CPAP machine they sent me was $750.00 but their most recient invoice shows the billed cost at $400.00 something. I wonder if this company is routinely sending bills to medicare for accessories other patients didn't order or receive, at the time intervals medicare would normally approve payments for.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I returned the bill for $136 and they sent me a bill for...

$113.  I disagreed with this amount and then they sent me a bill for $30.  I have been dealing with this since April 2017.  It is hard to get a hold of this company and speak to anyone who knows anything about my bill or account.  I would like to resolve this in a reasonable manner, but will need them to contact me on how this can happen. 
Sincerely,
[redacted]

I spoke to this patient and they did not discuss a cpap machine - they spoke in regards of an oxygen concentrator.  I adjusted the balance $16.00 to close the account.

Patient has been on service with Medical West Respiratory since February 2016.  Patient was provided with a POC (portable oxygen concentrator) however after 1 month on service, patient was not properly maintaining the POC despite numerous instructions provided to...

patient. (Unit is battery operated and patient was not charging battery) POC ONLY provides maximum of 3 hours of oxygen before battery will need to be recharged. This can be done either at home plugging into wall outlet or also in the car with a car AC adapter.  Client refused to charge the battery.  On 03/11/16, the POC was picked up and a homefill system was delivered.  Homefill system allows patient portability by filling the home fill tanks which are 6lbs (same weight as the POC) and these tanks would last 6- 8 hours total.  Client was given 3 which is noe more than the normal set up.   Client has been instructed on numerous occasions on how to fill these tanks and she refuses to be compliant.  We have spent countless hours on the phone where patient rudely hangs up numerous times.   3 way calls have been conducted with her physician as well as Medicare and both have stated that that patient is not compliant.  Despite all of this, we have provided cylinders to her on a weekly basis, however we do question her usage because she has a homefill system, and she becomes very upset we do not have the right to tell her how to use her oxygen.  Thank you[redacted]

[redacted] from Pap Resupply wrote:  On 03.10.17 Ms. [redacted] called in to Medical West and spoke with [redacted] regarding incorrect tubing she received. [redacted] apologized and told her we will send correct tubing and a return label for the incorrect tubing. Ms. [redacted] returned incorrect...

tubing and six disposable filters, she did not mention incorrect filters in her phone conversation. We checked our records and we do show the correct filters were sent for the machine style she has. Our protocol in Resupply is to send an e/m to the claims dept so they can adjust the patients invoice and the insurance claim to remove the incorrect supplies and bill for the correct supplies - this task was also done on 03.10.17.  We have adjust her invoices for the all charges associated with the heated tubing and disp. filters and out of courtesy we credited her account for the standard tubing.  Ms. [redacted]'s account was credited $59.08. She still has not paid the remaining balance of $121.06 which is for the rest of her supplies, which is the Nasal Mask, headgear, reusable filter, 5 nasal pillows.  I do want to apologize for the billings that she has received. At that time we were working very hard to get our new computer system in place. We do not wish to lose Ms. [redacted] for one small human error of keying the incorrect tubing. I hope she decides to give us another try.Thank you very much for your time and efforts.[redacted], Resupply Manager

Her account is now paid in full and we actually sent a refund check on 7/21/17 for $38.08.   I was told however the check has not cleared our bank account as of this morning.

We did switch computer companies in Feb 2017- the copays for Sept- Jan were paid in our old system and the charges duplicated in our new system.  I am issuing the patient at credit of $86.60 today.  The balance on the account is $2.84 as of today. Please thank the customer for...

bringing this to my attention.   My direct number is [redacted] if he would ever need anything additional.

I recently received a bill that did not have the promised credit and called the phone number provided but was not able to speak with anyone.

Mr. [redacted] was sent a check on 6/1.  Check number [redacted]. Thank you.

The clinical team went through 53 cpaps that we have here returned with this make and model and not one of the machines has his serial number nor do we show giving that serial number out to another patient nor is there a maintenance record on the machine.  if the machine hit our dock we would have a maintenance record for that machine.We checked FedEx ,UPS and USPS and there is no record of us sending him a label or returning anything.  The patient will need to send us his proof of delivery that the machine was returned and received at MW.There is no record of a call that the patient requested proof that he was using the machine in MN while he was in Branson.  If he could supply us with person's name and date of that call to go back to that person.11/8/17 supply order was placed with [redacted] on 11/2/17 at 4:49PM at that time he asked if the patient lived in MN and he responded with NO I live in St Charles so the order was shipped to the address in St Charles Mo - we have this recorded call being pulled if needed.

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/12/07) */
12/3/15
The issue was resolved.
The client was issued a $145 credit to the credit card.
The credit of $145 was issued on 11/16/15.

The account is at a zero balance as of today.  She does not owe any money.  She can call [redacted] which is my direct line if she has any questions.