MedOne Healthcare

I contacted the patient yesterday and explained the company providing his Oshould have provided his traveling concentrator and that there is a process of obtaining orders, qualifying sats and authorization from his insurance and we would never accept an auth not given to us directly to bill.
We are calling his insurance and physicians office to see how we can get them to pay for this. The patient is waiting for me to hear back so we can resolve his issue. Thank you

I spoke with *** *** and have corrected her invoice to reflect the correct piece of equipment, we had a clerical error in purchasing linking the serial # of her machine to a lesser item. Her balance owed remains the same and her payment plan will continue to be the same. We have
sent her a new mask due to the one she received at set up was in an open bag. Her orders have been sent to the requested company.Thank you

Review: MedOne [redacted]; fax [redacted]

On 1/8/15 I received a phone call from [redacted] at MedOne wanting to confirm how I was billed for my Bipap equipment. [redacted] stated that MedOne thought that they billed me for a C-Pap instead of a Bipap which would require me to pay an additional $800+. I told [redacted] that I was at work and did not have the paperwork in front of me but would review it. I told him I knew that I was billed for a Bipap purchase as I was also set up on an autopayment plan. I told him there was no way I could pay an additional $800+ as this was something I could not afford and was told originally that this was for a Bipap purchase and what they were billing me was what was allowable through my insurance plan.

[redacted] called me back and and left me a message (I still have this and all recorded messages that occurred during this time), stating he spoke with “[redacted]” who was the one who spoke to me initially. He stated that she told me at that time it was “decided as a rental vs. a purchase” (NO! This was not what I was told by [redacted]). He wanted me to confirm what my records showed. He told me it would cost me $141.77 as a rental and that if this wasn’t feasible they would pick up the equipment and I would need to sign a form that I was going against medical advice since this was prescribed, and I would also need to get a discharge order from my doctor.

I called [redacted] back and left him a message that I was billed for a purchase, not a rental, and that since I was at work (receiving all of these phone calls) that I would have to pull my records when I got home later that evening. However, I would in no way sign anything against medical advice since this was a confusion on MedOne’s end and now MedOne wanted to charge me more. This is very concerning to me that MedOne could not keep their records straight. I also felt this was extremely threatening on MedOne’s part!

I then received another message from [redacted] that my insurance actually had no restrictions on a rental vs. purchase, but then told me that it had been allowed as a purchase with auth #[redacted]. He told me that my insurance allowed it to be billed as a purchase, but sometimes they only allow rentals to ensure that the patient will use the equipment. He also told me that the AMA was a “liability clause” for Medone “since it was a respiratory device” and he told me that he thought MedOne could line through and change the title but in the end it does not change the purpose. He stated he “trusted I would obtain the original documentation” (something I would think MedOne would have) and share it with MedOne.

There were a total of 5 phone calls back and forth between MedOne and myself on 1/8/15 while I was trying to work. I felt the tone and conversation were extremely threatening and I thought I was about to lose my medical equipment based upon MedOne’s mistake.

I went home later that evening and spent considerable time obtaining records and reviewing them for MedOne. The following are what my records reflect:

I spoke with [redacted] (x-[redacted]) on 11/18/14 and she was happy I called since they had my phone number wrong. She had told me my insurance would not allow a rental, but that the Bi-pap needed to be purchased. This would cost $3,500 and that the allowable amount from my insurance was $1,742.31. I was set up on auto-payments for 5 months at $290.38, and the final payment at six months would be $290.41. I have a receipt for my first payment at the time of equipment pickup for $290.38 on 11/18/14. My records show a delivery ticket for Gen Bilevel/bilevel/respiratory assist device and other charges that totaled $3,500.75.

I called [redacted] back the following morning (1/9/15) and shared what my records showed. He told me that was what they needed to know. When I asked him where the original confusion came from and why this became an issue, he stated MedOne made the mistake, but that I was the one that needed to confirm my records and hadn’t done this (Again, I was at work and explained I could not review this until I got home that night). I explained that this caused me significant distress over the thought I was losing my Bipap and that I would have to sign “AMA” which was completely unacceptable and that I would be escalating a formal complaint.

However, I thought I would give MedOne the benefit of the doubt and waited to see that this was corrected. Unfortunately, that does not seem to be the case. I received a statement (the first one I have received since the initial setup) that was dated 1/15/15 for “[redacted]” and supplies that totaled $1,781.75 with multiple line items for balance transfers and writeoffs. A credit in the amount of $1,226.36 was reflected (I’m assuming the insurance portion), and I was billed as my responsibility in the amount of $254.62 (30-60 days past due) with an insurance balance of $254.62. It also does not show the payment I have already made in the amount of $290.38. Evidently MedOne is still confused on this and I have no idea what I am supposed to pay at this point. I have been waiting for MedOne to also bill my insurance company correctly so I can receive a credit from my HRA account. Unfortunately, until this is billed correctly, I cannot do this. I have a deadline per IRS guidelines that this must be completed by 3/31/15 for the prior year. This must be corrected ASAP!

At this point I need MedOne to get their records corrected and bill the insurance appropriately so I can get this resolved before 3/31/15. I also have no idea what to pay and from what my records show and this new invoice, it appears I have now overpaid(?).

I called and left a message first thing this morning (after receiving the 1/15/15 statement) with manager [redacted] shortly after 8am. I have not yet heard from her, but I want to make this complaint formal at this point. I will also further escalate this complaint per patient’s rights and responsibilities and ask that this is provided to both the quality and clinical coordinator as well as senior management immediately. I will escalate this further if necessary.

I am also requesting that MedOne send my records to [redacted] for processing as I no longer wish to deal with MedOne and their incompetence related to this issue. Additionally, your local office is extremely filthy and your respiratory tech (Jesse) smells of cigarette smoke, something that should not occur with respiratory devices. Your local office assistant could also use some additional training on customer service as she is abrupt, rude, and talks about customers when she doesn’t think they can hear (this was directed at another customer, not me).

Please send my sleep study results, prescription, and demographics to: [redacted] fax [redacted] immediately and also bill my insurance correctly so that I can get this taken care of. [redacted]Desired Settlement: Investigation into practices and threatening communication with customers. Improvement in customer service

Business

Response:

I spoke with [redacted] and have corrected her invoice to reflect the correct piece of equipment, we had a clerical error in purchasing linking the serial # of her machine to a lesser item. Her balance owed remains the same and her payment plan will continue to be the same. We have sent her a new mask due to the one she received at set up was in an open bag. Her orders have been sent to the requested company.Thank you

I have a "Knee Walker Drive 790" that my 11yr old son is using after he broke his ankle. The 1st day that the walker was delivered, it was fine, although it was only used for a couple hours before my son went to bed.

The 2nd day, the break failed causing my son to fall at school. My husband went to the school and fixed it with a zip tie (a screw fell out).

The 3rd day, the other break failed causing him to fall AGAIN! And again, another screw fell out. My husband went to the school and fixed it with another zip tie and told him to take it easy until he could get home to go thru the equipment that night.

The same day that the 2nd break failed, there was another issue with another screw on his handlebars that got fixed by the maintenance man at the school. I don't know what the problem was since we didn't see it. This is only day 3!

On the evening of day 3, my husband went thru the equipment with a fine tooth comb to find that every bold and screw was loose! Really!!! What if this caused my son to break a hip or something due to failed equipment? All I can think about is if this was given to an elderly person who fell.

Just a side note, the handlebars were off center from the day we received it. They do not align with the tires which took some getting used to but it will have to do.

My husband fixed everything and replaced 2 screws. We still need this equipment so we still have it at this time, but in the future, we will be asking to use another company that maintains their equipment for safety.

If you get equipment from this company, I suggest you go thru it to make sure it's safe.

Because Med One is no longer a participating provider of Medicare I was forced to transition to another provider for my CPAP supplies. In order for that to be accomplished certain information has to move from Med One to my new provider. Many phone calls have been placed by myself and my doctor's office to Med One to provide the information requested with no response. I have not been able to get any new supplies for months due to the lack of cooperation at Med One. My new provider cannot help me until their file on me is complete. Without this information from Med One I will be left in limbo and am starting to have difficulty breathing at night due to equipment failure. Please have someone look into this matter. I will no longer call Med One because it's a waste of my time leaving messages. My calls are not returned.

Review: I was provided a portable oxygen generator by MedOne in June 2014 for an overseas vacation. I expressed to the salesperson ([redacted]) that I needed to keep it under $29 a day so it would be covered by my insurance, [redacted] (I was on active duty at the time). It seems the salesperson assumed I would pay for the equipment and ask [redacted] to reimburse me BUT that was not made clear and I NEVER agreed to that. A referral was processed and approved by [redacted] and sent to MedOne saying [redacted] would pay the rental costs and the branch in [redacted] gave me the equipment with no fee/bill; however, upon my return home from my trip 6 weeks later, the salesperson ([redacted]) in Phoenix notified me via email that she cancelled the approved referral and that MedOne was going to bill me for the equipment, which I never agreed to. [redacted] claimed the [redacted] office made a mistake giving me the equipment but that is not my fault or problem, nor should have [redacted] / MedOne cancelled the approved referral. MedOne claimed that more doctor notes and medical history was needed for the referral to be completed on their end; however, MedOne made zero effort while I was on vacation for 6 weeks to request that information from myself or [redacted] in [redacted] and cancelled the referral before I could request it for them. I received bills for the equipment in October and November 2014 but I ignored them because I never agreed to pay for the services. I received a "collection agency" threat from MedOne so I tried to explain the situation to their Billing manager ([redacted]) but she took the side of the salesperson. I also do not feel responsible for any late fees in returning the equipment because Tricare/United Healthcare had me "approved" to have the equipment until November 2014 and a gentlemen named [redacted] in the [redacted] branch said that his office was not in a rush to have the equipment returned.Desired Settlement: I request any/all charges be cancelled and no Collection agency actions to occur. I also want MedOne reprimanded for deceitful practices.

Business

Response:

I contacted the patient yesterday and explained the company providing his O2 should have provided his traveling concentrator and that there is a process of obtaining orders, qualifying sats and authorization from his insurance and we would never accept an auth not given to us directly to bill. We are calling his insurance and physicians office to see how we can get them to pay for this. The patient is waiting for me to hear back so we can resolve his issue. Thank you

I am the husband of a customer of MedOne healthcare who is on an oxygen concentrator. Today, Oct 14, 2013 at approximately 12:00 pm I left a message (since no one answered the phone) to have them call us back because the concentrator was not working properly. It is now 6:21pm and we have not had a call back from the company. their voice message said that they would return the call within an hour.

Beware, beware, beware! I was referred to this provider by Brookdale,North Chandler.

Ordered a walker, toilet heightener, cushion, wheelchair. They talked us into a purchase since the cost of rental would exceed purchase inside of 2 months.They delivered and setup at the home, ( arrived 5 hrs late) and left. Within 1/2 hour we determined it could not be moved from 1 room to the next since it could not make the corner down the hall. Called several times to try to get one that would work in the home, when we could get an answer, it was a machine, and were forced to leave a message.never a response. Many times called and got a busy signal. These guys are shameful!

Med One makes doing business with them almost impossible. I have a c-pap through them, and the equipment is wonderful. However, making a monthly payment to them is very difficult. You get phone call every month asking you if you want to pay your bill. Sometimes before I receive a statement, sometimes after I receive a statement. They apparently do not like receiving payments via the mail. There is NO option to make payments via their web site. So the next best thing to do was give them my card # and they would bill me on the 15th of each month. The 1st month went well. However, this month they double charged me.

After 4 phone calls, and leaving 4 messages, I HAVE NOT heard from them nor have I received any credit for the over charge. There is no way to reach anyone from Med One via e-mail. Just by phone that they never answer.

Review: Med One has contracted to provide consumable supplies for my C-PAP machine for nine months via [redacted] who is a contractor for my insurance company [redacted]. Every three months I am supposed to receive supplies automatically of the anniversay of the date I received the machine. Not once in the last nine months has MedOne fullifilled their obligations. When I call them I get bounced around and have heard excuses like, we replaced the person who was doing that and things will change, but they never change. After hours on the phone with MedOne, my insurance company and [redacted] I got a partial shipment and had to start the round of calls again to get the rest of the supplies. Now the supplies are late again. On 3/13/14 I called MEdOne and spoke to [redacted]. She said let me transfer you to the person that handles that and transferred to a voicemail box with the message: 'This mailbox can accept no more messages.' When I called the main number again no one answered. I left a detailed message with my number and no one called back. And I still have no supplies.Desired Settlement: I want MedOne to transfer the prescription for my supplies back to [redacted]. They refuse to find me another provided until MedOne does that.

Business

Response:

Samantha,

Our records indicate that this customer did receive her orders every 3 months. As we are a healthcare facility and are billing for her supplies to her insurance plan, we are restricted by her insurance authorization process and are unable to ship her items until authorization is received. Sometimes this can cause a delay of a week or so, but we did fulfill her order every 3 months.

Orders were sent to her on the following dates:

06/11/13

09/11/13

12/20/13 (We had a backorder from the manufacturer on one of her items which caused a partial shipment)

03/18/14

Med One Healthcare strives to provide the highest level of customer service to our patients. We find it unfortunate that we were unable to meet this customer’s expectation. Per her request, we have sent all of her records over to her health plan administrator on April 11th so they may find her another provider. We have attempted to reach the customer by phone to see if she would allow us to rectify the situation and we have had no response.

Please let me know if I can provide you with any additional details.

Kindest Regards,

Director of Compliance

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response from MedOne is disingenuous. They did not send any of the shipments on dates indicated, although those were the scheduled dates. Even the December shipment was not sent until the 29th. It arrived by courier so presumably was sent the same day – not nine days earlier.

When MedOne delivered the original equipment, the technician complained bitterly about my insurance company. She told me they were ridiculous in requiring a modem and that it was a great inconvenience for them. She mentioned this multiple times. She also told me multiple times that my insurance company did not allow them to disclose what the machine cost, although I never asked. Her unprofessionalism was typical of what I have experienced at every level of MedOne in every interaction.

I signed an authorization for the company to automatically refill supplies as needed. Upon her departure, she left a checklist indicating what would be provided quarterly. I still have the checklist. It states that the nose pillows and the filters should be changed every two weeks (Six each per quarter). She also promised to send the additional filters and nose pillows for the initial three month period. Of course, they never sent those supplies. It took over two months and several phone calls to receive additional filters and one nose pillow. By then, the next shipment was due.

When the June shipment arrived, after I called to remind them, the nose pillows were not in the manufacturer packaging. I have no idea where MedOne got them, or where they had been, but it was unsettling. Calls about this were never returned. In my opinion, this mishandled medical equipment was usuable. Other clients of MedOne have had this experience as well.

When I called MedOne to check on shipments and quantities they informed me that I was only entitled to three pillows per month, despite their checklist. The insurance company and the manufacturer agreed with that schedule so that was fine. It does beg the question of why they inflated the quantities on their original checklist. My queries were based on the expectations they set.

The last two shipments sent had only TWO nose pillows – one in the new head harness and an additional one. So once again I had to initiate calls to get the proper amounts shipped. In December, MedOne sent the missing nose pillow. In March, when I called, I was transferred to a line with a full mailbox. When I called back to the main number they did not pick up, the voice message I left was never answered and the missing item was never received.

I would hesitate to label MedOne the worst company that I have ever done business with but they are a very strong candidate. They frequently do not answer the phone at all. Voice message boxes are often full. They almost never return calls. Every time you speak to a MedOne employee about an issue, they are new to their position and they are in the process correcting all the errors and shortcomings of the previous incumbent. Either they have horrendous turnover or no one is accountable, much like the Director of Compliance. It is ironic that she would accuse me of never returning their calls. Every phone we have has voice mail and I have returned every call from MedOne. Unfortunately, when you habitually do not answer the phone, do not maintain your voice message box, and do not return calls, you would be likely to overlook my response to their call, just as they ignored all other calls.

I have copious documentation on issues with MedOne. I made seven calls to my insurance company and contingent calls to their subcontractor. These calls were very time consuming and stressful. They also had no response from MedOne.

It is so discouraging to deal with a company that ignores you because it simply does not care. They took the same approach with the Revdex.com – refusing to return their calls. The belated written response is inadequate, given the breadth and frequencies of issues combined with consistent lack of response.Regards,