Medtronic/Diabetes

[redacted] : Business Response: This customer purchased her insulin pump and continuous glucose monitor from Medtronic on August 11, Ms [redacted] has made her request to return the items and therefore cease payments on them via our call center as well as our Contact Us email system in addition to this Revdex.com submissionThrough all of these methods, Ms [redacted] has been advised of Medtronic’s 30-Day Return & Exchange PolicyThe only reason for an exception would be if Ms [redacted] had been quo [redacted] one balance and then ended up being charged a completely different balanceThis can happen at times when insurance companies finally process a claimMs [redacted] entered into a payment plan agreement with Medtronic on August 11, The amount that Ms [redacted] agreed to pay for a period of months has not changedDue to HIPAA Privacy Concerns, I am unable to provide a copy of that payment agreementHowever, a response to her Contact Us inquiry was emailed to her on March 15, and that email contained the payment plan agreement attachmentSummary: Medtronic is unable to process returns on the insulin pump or continuous glucose monitor purchased on August 11, 2014, due to being well outside our Return and Exchange Policy [redacted]

We have reviewed the filed complaint by Mrs [redacted] in regards to her experience with Medtronic and more specifically sales rep Mr [redacted] *** First and foremost, we have reached out to Mr [redacted] ***’s leadership regarding the entire experience had by Mrs [redacted] Mr [redacted] has been coached and made aware of best practices with consistent communication with our customers Second ensuring our customers have a timely replacement should their insulin pump malfunction is our primary concern Medtronic prioritizes inventory to customers who need a device replaced We understand how important it is to minimize any length of time a customer may have to go without an insulin pumpWe also encourage all of our customer’s to work with their healthcare teams regarding baplans, as unexpected circumstances may arise (natural disaster, unable to reach healthcare team, travel, etc) Lastly, we have reached out to Mrs [redacted] and have apologized for her experience We have advised her of the steps above we are taking to help improve any future experiences for her and all of our customersWe have provided her with a direct contact with a member to our Executive Response team, should she have any further questions or concerns now and in the future Thank you

January 13, Better Busines January 13, Revdex.com, Permian BasinAttention: Sherri Brauer, Dispute Resolutions SpecialistWWall Street, Suite 1350Midland, TX Re: Complaint ID: [redacted] Dear MsBrauer, Medtronic Diabetes has completed its investigation regarding the above-reference complaint, and I am pleased to report that this issue has been resolved Ms [redacted] contacted Medtronic Diabetes on January 3, and spoke with a Patient Financial Services (PFS) Team Lead regarding billing her daughter’s secondary payer, CMSThe PFS Team Lead contacted our Change Correction Unit to update the account to reflect the proper insurance payers, and CMS was billed on January 4, for a date of service of November 14, The account balance as of January 13, is $The account does not contain any product holds that would delay future shipment of Medtronic Diabetes supplies or products, and proper insurance billing has been verifiedWe extend our sincere apologies to Ms [redacted] , and thank you for the opportunity to investigate and correct this issueMs [redacted] and her daughter are valued customers, and we regret any inconvenience they have experiencedPlease contact me if you need any additional informationSincerely, Brenna ConlonLegal Specialist

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

January 13, 2017"> Better Busines January 13, Revdex.com, Permian Basin Attention: Sherri Brauer, Dispute Resolutions Specialist WWall Street, Suite Midland, TX Re: Complaint ID: [redacted] Dear MsBrauer, Medtronic Diabetes has completed its investigation regarding the above-reference complaint, and I am pleased to report that this issue has been resolved Ms [redacted] contacted Medtronic Diabetes on January 3, and spoke with a Patient Financial Services (PFS) Team Lead regarding billing her daughter’s secondary payer, CMSThe PFS Team Lead contacted our Change Correction Unit to update the account to reflect the proper insurance payers, and CMS was billed on January 4, for a date of service of November 14, The account balance as of January 13, is $The account does not contain any product holds that would delay future shipment of Medtronic Diabetes supplies or products, and proper insurance billing has been verified We extend our sincere apologies to Ms [redacted] , and thank you for the opportunity to investigate and correct this issueMs [redacted] and her daughter are valued customers, and we regret any inconvenience they have experiencedPlease contact me if you need any additional information Sincerely, Brenna Conlon Legal Specialist

[redacted] : Business Response: This claim was resolved on 10/27/15. The balance is currently $0 for the order in which Mr. [redacted] lodged this complaint about. Between June and October, 2015, various credits were applied to Mr. [redacted] ’s account as agreed. However, it does appear that there was a delay in doing so. We apologize for the inconvenience that this caused for Mr. [redacted] . I’ve attempted to reach Mr. [redacted] and left him a voicemail with all of my contact information. [redacted]

Thank you for bringing this matter to my attentionMedtronic Diabetes has had an opportunity to fully investigate this claimThe Medtronic Diabetes Pump Trial Program is a six-week free product trial that requires insurance verification and a prescription on file prior to the product ship date Due to an inadvertent error, Ms [redacted] was not properly informed that her insurance company would be billed for the Trial ProgramMedtronic has promptly corrected this inadvertent errorMs [redacted] has returned back to Medtronic Diabetes the pump and any supplies, and a full reimbursement check was issued to her insurance company on July 20, Medtronic Diabetes regrets any inconvenience Ms [redacted] may have experienced