Medical West

12/05/2023 @10.38 am I get a call from a lady named Jennifer. She asked me to verify my information, asked if my insurance was still the same. I told her no it has changed. For some reason she could not comprehend that or she thought I was confused? I told her three times and then she hung up! I thought I did but when I tried to call back she hung up in my face. I called back and got another lady who would not even identify herself but kept trying to tell me that it was a Florida office that called when it clearly was the ST. Louis branch. They are the most Ghetto acting, unprofessional branch area ever! I asked to speak to the management and the black lady (yes she definitely was black) tells me she is going to just transfer me to the independence office instead and I guess they have caller ID because they would not answer the phone each time I called! This branch has such very bad reviews. Fire the Manager and listen to how they talk to your customers! If it wasn't for us you wouldn't even be in business and this is how its conducted! Since my insurance has changed I will see what I can do to find a better provider!

Explanation:On February 6th we transitioned to a new computer system company wide and another employee was put in the position to send refunds which may have slowed down the refund Due to the potential of a check not clearing we do have a week turn around before we will even begin the refund process and this time is frame looks to be about days behind.Not all employees have access to see all facets of a patient account and may not have been able to see information regarding the return when [redacted] called our main office.Our hallmark is customer service and we do offer a specialized service for compression garments We were happy to refit and refund when she was not satisfied with the garment Due to the large selection of colors and sizes it is common that we have to order a garment and have minimums that we must meet before ordering.Settlement:The customer was mailed a refund check on 3/10/and her stockings are in and she has stated she would like to pick them up I spoke with [redacted] this morning to confirm that the refund was received and that she would like to pick up the stockings She confirmed that she did receive the check and was going to pick up the stockings.If I can provide further information please contact me at [redacted] or [redacted]

The customer's statement is inaccurate His insurance company, [redacted] , authorized a month rental of the item The customer was not compliant with the equipment and therefore the insurance company denied further coverage after months Our customer service department contacted the customer on 9/6/to arrange a pick up of the equipment and he replied that he would refuse to pay for it, did not have time to deal with our customer service department, and hung up on our customer service associate Our customer service department attempted to reach him again on 9/21/and 9/29/with no success Our billing manager finally received a return call from him on 10/27/ He claimed he was previously being hung up on, and also given incorrect phone numbers for Medical West My manager informed him that if he wanted to keep the equipment we would be able to sell the item to him at a discounted rate of $since the equipment he had in his possession was used infrequently The customer wanted my manager to apply the previous insurance coverage to the item and refused to pay any additional amount unless the initial insurance payments were applied My manager then proceeded to send him an invoice which unfortunately was mailed to an incorrect zip code This was corrected and another invoice was mailed to himIt is both Medical West policy and [redacted] policy that payments made for equipment by insurance cannot be used to cover a customer's private pay debts Again, since the customer was non-compliant with the equipment, the insurance company would not pay for further rental of the item In order for the customer to keep the item, he must pay for it privately, and not use rental payments from the insurance company as a credit towards his personal request to purchase the item

I received the refund and would like to close the complaint

Mr*** has been speaking with my billing manager, *** ***, and to my knowledge has resolved any future charges for the rental item since he has returned the item to Medical West. His insurance covered the rental for months, less deductible that he owed and was credited for. The insurance company would not cover the rental after months due to his non-compliance of proper usage time of the rental item. I understand that Mr *** wanted to keep the equipment, but he also wanted Medical West to credit him for what the insurance company paid previously. The charges to his insurance have nothing to do with what Mr *** would owe to private pay for the item. My manager did provide him with a discounted price of $to keep the rental equipment item, but he declined From his final previous monthly payment of $59.74, he had an overpayment of $which is being credited back on his credit card today. All of my managers are accessible at Medical West to all customers, and always provide both a direct phone number contact as well as email contact to our customers. My manager, in this case, felt that Mr *** was very irrational and aggressive on the phone during their conversations, and she did make the personal decision not to provide her email addressHowever, Mr *** is more than welcome to contact me directly with any additional comments or concerns. *** ***@medicalwest.com

Client requested a knee walker on 06/08/15, we explained to the client in order to rent a knee walker billable through insurance we would need additional documentation. We contacted her physician on her behalf for this documentation. The client's aunt contacted us on 06/09/to check
status of the paperwork which we had received. At that time we explained the difference between the two types of knee walkers we carry; one that her insurance would cover in full as her deductible and out of pocket had been met for the year, the other model would be at an additional monthly upgrade fee. When the client came in she chose the insurance covered knee walker. It is our standard procedure to explain the use and the rental procedure to clients when they pick up all equipment We did bill the client's insurance the monthly rental fee; her insurance would also be sending her an explanation of benefits each time they process the claims. At the time of service both her annual deductible and out of pocket had been met, therefore there was no out of pocket expense for her. At the beginning of the year, however her deductible and copay would again apply Due to the client being upset and an apparent misunderstanding, our Managing Director did agree to waive her January and February balance and close her account upon return of the equipment. We also sent her a statement reflecting the zero balance

Explanation:On February 6th we transitioned to a new computer system company wide and another employee was put in the position to send refunds which may have slowed down the refund. Due to the potential of a check not clearing we do have a week turn around before we will even begin the
refund process and this time is frame looks to be about days behind.Not all employees have access to see all facets of a patient account and may not have been able to see information regarding the return when *** called our main office.Our hallmark is customer service and we do offer a specialized service for compression garments. We were happy to refit and refund when she was not satisfied with the garment. Due to the large selection of colors and sizes it is common that we have to order a garment and have minimums that we must meet before ordering.Settlement:The customer was mailed a refund check on 3/10/and her stockings are in and she has stated she would like to pick them up. I spoke with *** this morning to confirm that the refund was received and that she would like to pick up the stockings. She confirmed that she did receive the check and was going to pick up the stockings.If I can provide further information please contact me at *** or ***

There were no records in the customer's account that stated she had called to request the return of any medical items. After receiving this complaint, we contacted the customer to arrange for pick up of the two items. The pick up will occur on December 5, 2017. Due to the
personal nature of the bath bench item, we can only accept as a return if the bench has not been used. This has been explained to the customer prior to pick up

Client had a change of insurance during rental period of equipment. Needed new insurance information from client and authorization. Client's insurance originally denied services so they were billed, client paid for services. After resubmission and new authorization we are
anticipating payment from insurance company so client was reimbursed on 4/29/

See attached.

Complaint: [redacted]
I am rejecting this response because:The customer's statement is completey true adn accurate.  I contacted Medical West on July 15, 2017 and spoke with Medical West and Medical West was suppose to send me an Invoice to buy the CPAP machine. I have been trying to purchase the machine and get a price for the actual costs of the machine since July 15, 2017. The customer(myself) decided they would like to purchase the machine and not get [redacted] involved. Medical West said they would agree to this and sell me the machine and so I did not get billed every month for $59.74 for the monthly rental for the equipment and therefore the insurance company would not be involved for further coverage.   I called [redacted] at [redacted] and she has never called me back to pick up the machine.I also called [redacted] and left a voicemail to pick up the machine at [redacted] adn spoke to [redacted] and left a voicemail for [redacted] at extension [redacted]. The customer spoke to [redacted] on 10-24-2017 and explained I would purchase the machine and need [redacted] to ,mail an invoice and an agreement if I purchased the machine that medical West would also stop billing my checking account $59./74 each and every month. See attached documents [redacted] Mailed me after almost a month wasted and [redacted] send some billing history of the $59.74 per month but no price or agreement that I could buy the machine as agreed to over the phone. [redacted] also mailed the document to the wrong address and never contacted to explain why I never got the docment. It was only after I followed up with [redacted] to inquire why [redacted] did not mail out the invoice for the machine so I could buy the machine. I also asked [redacted] if they would credit me the #238.96 for 4 months that Medical West has delayed in taking payment for the machine that was promised to sell me at approximately $325.00.    [redacted]'s manager was suppose to call me on Monday and never did..  The customer wanted Medical West to apply the payments of $59.74 that were automatically deducted from my checking  account which now total $298.70 and is continuing to rise since Medical West still has not sent me a bill or invoice to  but the machine for the agreed $325.Medical West has wasted 5 months delaying the process the customer from buying the machine as agreed. I have spend hours on the phone trying to reach managers and have called Texas and spoke to [redacted] at the [redacted].  [redacted] is not returning my phone calls and she is being unfair to the customer. I think this case should be assigned to a new manager who will return phone calls and find a solution adn treat the customer with honesty and to be ethical. I should not be billed for a cpap machine that medical West will not pick up nor allow me to purchase the machine. Everyone should know at Media cl West after 5 months this should not involve [redacted] as I am buying the machine outright.   The customer service and phone systems at Medical West are horrible.  I have been on hold and no one is returning my phone calls. At this point I would like to have medical West arrange to pick up the machine and I will sue for the $298.70 in court.  [redacted] should be reprimanded for not sending me an invoice to buy the machine and instead of causing the customer to suffer and be charged for 5 months when this machine could have been purchased in July if customer service had followed up with phone calls. I am reporting my experience to [redacted] and Social Media in St. Louis County. Medical West is a horrible company to deal with and customer service has failed to do their job for the customer. I would like Medical West to credit my checking account the $298.70 since Medical West never actually instructed me how to buy the machine and never sent me any paperwork saying they would sell me the machine.At least now I have a paper trail through the Revdex.com that we can use to prove what is actually going on now.  Medical West does not allow the customer to send any emails to the managers or customer service people and I feel this is intentional so when Medical West does not perform their job and they get sued they make it harder for the customer to communicate and show email proof instead of leaving voicemails which is unprofessional when dealing with matters like this. Medical West needs to do teh right thing and credit my account since they wasted 5 months of my time trying to purchase this machine.  
Sincerely,
[redacted]

The return of goods took over one month to receive from the shipping company, [redacted], which delayed our processing.  We have confirmed returned receipt of the items and spoke to the customer directly on September 7, 2017 informing him of confirmation.  We have removed the charges from...

the customer's account, and have also reported and refunded the previously billed amount to the Medicare claims department as well.

The customer's statement is inaccurate.  His insurance company, [redacted], authorized a 3 month rental of the item.  The customer was not compliant with the equipment and therefore the insurance company denied further coverage after 3 months.  Our customer service...

department contacted the customer on 9/6/17 to arrange a pick up of the equipment and he replied that he would refuse to pay for it, did not have time to deal with our customer service department, and hung up on our customer service associate.  Our customer service department attempted to reach him again on 9/21/17 and 9/29/17 with no success.  Our billing manager finally received a return call from him on 10/27/17.  He claimed he was previously being hung up on, and also given incorrect phone numbers for Medical West.  My manager informed him that if he wanted to keep the equipment  we would be able to sell the item to him at a discounted rate of $325.00 since the equipment he had in his possession was used infrequently.  The customer wanted my manager to apply the previous insurance coverage to the item and refused to pay any additional amount unless the initial insurance payments were applied.  My manager then proceeded to send him an invoice which unfortunately was mailed to an incorrect zip code.  This was corrected and another invoice was mailed to him. It is both Medical West policy and [redacted] policy that payments made for equipment by insurance cannot be used to cover a customer's private pay debts.  Again, since the customer was non-compliant with the equipment, the insurance company would not pay for further rental of the item.  In order for the customer to keep the item, he must pay for it privately, and not use rental payments from the insurance company as a credit towards his personal request to purchase the item.

We've checked our records and the check we sent the consumer was received and cashed on 11/13. We have a copy of the endorsed check.