Nextra Health Inc.

Complaint: ***
I am rejecting this response because:
II had been doing business with this company for over yearsMy personal information was well established with themThey were sent a copy of my new medical insurance card as well as a script for medical supplies in JanuaryI chose to pay for the supplies because of the delay in their handling of my orderI told them I would not do business with them because of Son's incompetence and asked for a copy of the invoice so I could file a claim with my insurance companyThey never sent it to meI was preparing the paperwork for the claim with *** *** when I was told that StLouis medical supply was a preferred provider and that *** *** had told *** to submit the claim which he never didAs a well established customer and a script and a copy there was no other information needed to file the claimMy phone calls were not returned and the people I needed to talk to were not available even though they were sitting in the same room. I was at work and told them I could not receive a return phone call When I told St.Louis medical supply that I had filed a complaint they suddenly were able to file the claim they had refused to filein JanuaryI still have not received a copy of the receipt. Because their allowed time to file has passed the claim was rejectedI did not know until two weeks ago that their time to file was less than mineHad they filed the claim in January all of this confusion could have been avoided*** told me that I would be sent a check a week ago Tuesday and last Friday I was told they instead decided to try and credit credit cardI have talked to *** *** about the situation and they told me that *** had been very difficult and unresponsiveI am not only out the money but the interest on that moneyI made a request for a refund for the money *** *** told me I was owedThey contested the amount I was owed saying that *** *** was not willing to pay their priceBecause I never received a copy of the receipt I had no other way of knowing any other way than through my medical insuranceI will be filing a complaint against them through *** *** to have them removed as a preferred providerI am still owed the balance of the invoice because I have met my deductibleUntil I receive the balance of the bill as well as a copy of the receipt was not included with my partial refund I will not be satisfiedI have spent hours on the phone during their limited availibility. It has meant hours of my days off on the phone to placate their unreasonable demands.
Sincerely,
*** ***

On January 4, 2017 the customer placed an order for her medical supplies, at that time she informed us that she now had [redacted] insurance and would like us to bill her insurance for her supplies. Our customer service representative explained we would need to get a prescription from...

her physician, copies of her medical insurance cards, and have her fill out paperwork to allow us to bill her insurance on her behalf.  The customer requested we ship the order out under retail because she needed the supplies immediately. Her order shipped to the customer the same day.  Later that day our insurance department sent a request to her physician requesting a prescription for her medical supplies.   On January 6, 2017 the customer sent us copies of her insurance card via email, and partial patient information paper work required to bill the insurance company.  Our insurance company verified the customer insurance and found that the customer had a $600.00 deductible that had not been met, and that the products she had requested were considered premium products and the cost was above the insurance reimbursable amount. Our customer service representative [redacted] contacted the customer and explained she had not met her deductible for the year, and that we would need completed patient information paper work to bill her insurance for her medical supplies. We also told the customer that we were mailing her out a letter that day explaining that we would not be able to provide the premium products that she requested through her insurance without an agreement from her to pay the difference between the allowable and the cost of the product. We would be able to switch her to a less expensive product that her insurance would cover if that is what she would like us to do.   On January 9, 2017 we left a message via voice mail for the customer asking her to complete the mailed paper work and return it to us so that her insurance could be billed for her medical products.   On January 13, 2017 we received the prescription from her physician. Customer has not returned our call from the voice mail left on January 9, 2017.   On January 20, 2017 we left another voicemail for the customer asking for her to return the completed paper work, and explained we would not be able to provide the premium products without the signed letter of agreement to pay the difference between the insurance allowable and the cost of the product.   On February 2, 2017 our customer service representative [redacted] spoke to the customer and she told him that she refused to pay the co-pay difference on the product, and that she was going to purchase her supplies from another medical supply company. We never received the completed paper work back from this customer to bill her insurance.   On September 29, 2017 the customer called and spoke to [redacted] in our billing department inquiring about why we had not billed her supplies to her insurance company. [redacted] explained it was because we had not received the required paper work or customer agreement letter, and that the insurance company would deny the claim as timely since it had been almost 10 months since the date of service. Since the customer had not met her deductible at the time of purchase, [redacted] and the customer agreed that St. Louis Medical Supply would refund the customer $38.68, the difference between the insurance allowable and the $61.30 the customer paid for her supplies.   On October 2, 2017 we attempted to refund the customer $38.68 via her credit card which was the original form of payment for her order. The credit card company declined to allow us to issue the credit.  We then submitted the refund to our accounts payable department to issue a refund check to the customer.   On October 6, 2017 the customer called stating she had not received her refund, we explained we attempted to refund her credit card and we were unable to do so, and that we would be issuing a refund check on our next check run dated Tuesday, October 10, 2017. The customer told us she wanted the check cut and expressed to her on Monday, October 9, 2017. We tried to explain that Monday was Columbus Day and that the post office would not pick up or delivery mail. The customer was clearly not happy.   On October 10, 2017 we issue check number [redacted] in the amount of $38.68 to the customer. It was mailed out that morning when the mail was picked up. The customer called back that day and spoke to [redacted] in our billing department and told her that she now wanted a refund of $85.00 because the refund was taking too long to get to her. [redacted] tried to explain that the she had only paid $61.30 for the product and that we had agreed to refund her $38.68 on the September 29, 2017. The customer said she didn’t care and that she now wanted to be refunded $85.00 and that she was going to file a complaint with the Revdex.com.   St. Louis Medical Supply strives to provide our customers with best products and customer service possible. We feel we have made good faith efforts to resolve the customer complaint, and have followed through with the mutually agreed upon refund to the customer.