Medtronic Diabetes

Medtronic is currently investigating this matterThere was an inadvertent oversight of the original email notificationA response will be added the week of November 21stMy apologies for the delay.- [redacted] Legal Specialist

The customer applied for Financial Assistance with the intent to utilize the assistance for the CGM order (transmitter / sensor)Currently Financial Assistance is allowed for a transmitter if it is being purchased with a pump orderWhen the customer was approved for Financial Assistance the account was approved for supplies only (infusion-sets/ reservoirs/strips/sensors)When the customer called to place his order, he was told by the Diabetes Therapy Associate his Financial Assistance was approved not realizing the Financial Assistance was for supplies onlyAs the order shipped, the balance was billed to the customer causing calls to Patient Financial ServicesAs the customer spoke to Patient Financial Services reps, the call was escalated to a Supervisor as a misquote incorrectlyThe Supervisor noticed it was a Financial Assistance order and deemed it non-misquoteThis should have been noticed and identified as a miscommunication between the customer and MedtronicThis has been addressed with the Patient Financial Services Supervisor who ultimately made the decision to continue to bill the customer

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 I did return infusion sets to Medtronic Medtronic has and will always be wonderful to work with Medtronic Sincerely, [redacted]

Case # [redacted]
 
Executive Response Team agent “the agent” did reach out to [redacted]
[redacted] on
10/12/17 via email per her request, as she did not have minutes on her cell
phone, to inquire what items she was waiting on and had not received. Ms. [redacted] and the...

agent continued
communication via email throughout the next two weeks, in that communication, Ms. [redacted] did confirm
that she had moved and as a result never did receive the proactive box of
infusion sets that had been sent by Medtronic in September.
Ms.
[redacted] did not return recalled items to Medtronic that were requested
to get a replacement, however, another proactive box of infusion sets and a box
of reservoirs were shipped to bring resolution to the request.  The
infusion sets were shipped on 10/26/17, Ms. [redacted] received them on 10/27/17.  The
reservoirs were shipped on 10/27/17 and were received on 10/30/17.  Ms. [redacted] has acknowledged
the receipt of the two boxes and has thanked the
agent for
assistance with this.
 
Ms. [redacted] is a valued
customer, we thank you for bringing this matter to our attention.
 
Sincerely,
Medtronic Diabetes

Complaint: 12117802
I am rejecting this response because:I'm not clear what any of this means! Medtronic seems to be blaming me for a "misunderstanding", but there was no misunderstanding. I received a call from a supervisor on 4/26/17 stating that as a "one time courtesy" they would consider the balance paid in full because it was obvious that they were not clear that financial assistance could not be used for CGMs and supplies. However, when I asked them to state this in writing I was told "we don't do that". I was told by the supervisor [redacted] A, that she would email me with a receipt saying that there was a $0 balance on my account, but I have yet to receive that email. I am still waiting for something in writing that this is all taken care of...since I was already told by several customer service reps over the past several months that it was taken care of, but it never was. 
Sincerely,
[redacted]

Medtronic is currently investigating this matter. There was an inadvertent oversight of the original email notification. A response will be added the week of November 21st. My apologies for the delay.-[redacted]  Legal 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.
 I did return infusion sets to Medtronic.   Medtronic has and will always be wonderful to work with.  Medtronic 
Sincerely,
[redacted]

The
customer applied for Financial Assistance with the intent to utilize the
assistance for the CGM order (transmitter / sensor). Currently Financial
Assistance is allowed for a transmitter if it is being purchased with a pump
order. When the customer was approved for Financial Assistance the...

account was
approved for supplies only (infusion-sets/ reservoirs/strips/sensors). When the
customer called to place his order, he was told by the Diabetes Therapy Associate his Financial
Assistance was approved not realizing the Financial Assistance was for supplies
only. As the order shipped, the balance was billed to the customer causing
calls to Patient Financial Services. As the customer spoke to Patient Financial Services reps, the call was escalated to a
Supervisor as a misquote incorrectly. The Supervisor noticed it was a Financial
Assistance order and deemed it non-misquote. This should have been noticed and
identified as a miscommunication between the customer and Medtronic. This has
been addressed with the Patient Financial Services Supervisor who ultimately made the decision to
continue to bill the customer.