Medtronic Inc/Diabetes

Complaint: ***
I am rejecting this response because:I thought this was resolved but right after I sent you an email, I got a bill for $250. I don’t owe them anything, but they just keep hammering me with charges I don’t
owe
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I thought this was resolved but right after I sent you an email, I got a bill for $250. I don’t owe them anything, but they just keep hammering me with charges I don’t owe
Regards,
*** ***

January
13,
"margin: 0in 0in 0pt -1in">
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

January
13, 2017
 
Better
Busines January 13, 2017 Revdex.com, Permian BasinAttention: Sherri Brauer, Dispute Resolutions Specialist306 W. Wall Street, Suite 1350Midland, TX...

79701                Re: Complaint ID: [redacted] Dear Ms. Brauer, 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, 2017 and spoke with a Patient Financial Services (PFS) Team Lead regarding billing her daughter’s secondary payer, CMS. The 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, 2017 for a date of service of November 14, 2016.  The account balance as of January 13, 2017 is $00.00. 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 issue. Ms. [redacted] and her daughter are valued customers, and we regret any inconvenience they have experienced. Please contact me if you need any additional information. Sincerely,  Brenna ConlonLegal Specialist

Thank you for bringing this matter to my attention. Medtronic Diabetes has had an opportunity to fully investigate this claim. The 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 Program. Medtronic has promptly corrected this inadvertent error. Ms. [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, 2016. Medtronic Diabetes regrets any inconvenience Ms. [redacted] may have experienced.

[redacted]: Business Response: This customer purchased her insulin pump and continuous glucose monitor from Medtronic on August 11, 2014. 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 submission. Through all of these methods, Ms. [redacted] has been advised of Medtronic’s 30-Day Return & Exchange Policy. The 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 balance. This can happen at times when insurance companies finally process a claim. Ms. [redacted] entered into a payment plan agreement with Medtronic on August 11, 2014. The amount that Ms. [redacted] agreed to pay for a period of 48 months has not changed. Due to HIPAA Privacy Concerns, I am unable to provide a copy of that payment agreement. However, a response to her Contact Us inquiry was emailed to her on March 15, 2016 and that email contained the payment plan agreement attachment. Summary: 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]

[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]

I apologize for the delay in closing this complaint. We have reached out to the customer and resolved her concerns. If you would please, reopen this complaint so that we can post our response to it. Thank you.

I've been a type 1 (insulin dependent) diabetic for 18 years, 17 of which I've used a Medtronic insulin pump. I've never had an issue dealing with Medtronic, everyone has always been extremely helpful and polite.

In year 3 of my diagnosis my pump failed and I was alerted the the problem by an error message. After a 30 minute phone call at 10:30pm, Medtronic customer service had a new pump on its way to me, with a guaranteed arrival time of 9am the next day.

A few years ago I lost my job and health coverage due lay offs. Medtronic's billing department helped me get set up with customer assistance until I was employed and eligible for medical coverage again.

Just recently I received a bad batch of supplies. One phone call later, Medtronic replaced the supplies free of charge and they were at my door later that week.

Medtronic is the best company I've ever worked with, medical or otherwise, and I would absolutely recommend their services to anyone in need of medical supplies.

Thank you for bringing this matter to my attention. Medtronic Diabetes has had an opportunity to fully investigate this claim. The 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 Program. Medtronic has promptly corrected this inadvertent error. Ms. [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, 2016. Medtronic Diabetes regrets any inconvenience Ms. [redacted] may have experienced.

[redacted]: Business Response: This customer purchased her insulin pump and continuous...

glucose monitor from Medtronic on August 11, 2014. 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 submission. Through all of these methods, Ms. [redacted] has been advised of Medtronic’s 30-Day Return & Exchange Policy. The 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 balance. This can happen at times when insurance companies finally process a claim. Ms. [redacted] entered into a payment plan agreement with Medtronic on August 11, 2014. The amount that Ms. [redacted] agreed to pay for a period of 48 months has not changed. Due to HIPAA Privacy Concerns, I am unable to provide a copy of that payment agreement. However, a response to her Contact Us inquiry was emailed to her on March 15, 2016 and that email contained the payment plan agreement attachment. Summary: 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]

[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]

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 pump. We also encourage all
of our customer’s to work with their healthcare teams regarding back-up plans,
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 customers. We 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.

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]