On January 4, 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 suppliesOur 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 immediatelyHer 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, 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 $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 amountOur 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 suppliesWe 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 productWe 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, 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, we received the prescription from her physicianCustomer has not returned our call from the voice mail left on January 9, On January 20, 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, 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 companyWe never received the completed paper work back from this customer to bill her insurance On September 29, 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 months since the date of serviceSince the customer had not met her deductible at the time of purchase, [redacted] and the customer agreed that StLouis Medical Supply would refund the customer $38.68, the difference between the insurance allowable and the $the customer paid for her supplies On October 2, we attempted to refund the customer $via her credit card which was the original form of payment for her orderThe 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, 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, The customer told us she wanted the check cut and expressed to her on Monday, October 9, We tried to explain that Monday was Columbus Day and that the post office would not pick up or delivery mailThe customer was clearly not happy On October 10, we issue check number [redacted] in the amount of $to the customerIt was mailed out that morning when the mail was picked upThe customer called back that day and spoke to [redacted] in our billing department and told her that she now wanted a refund of $because the refund was taking too long to get to her [redacted] tried to explain that the she had only paid $for the product and that we had agreed to refund her $on the September 29, The customer said she didn’t care and that she now wanted to be refunded $and that she was going to file a complaint with the Revdex.com StLouis Medical Supply strives to provide our customers with best products and customer service possibleWe 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
On January 4, 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 suppliesOur 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 immediatelyHer 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, 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 $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 amountOur 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 suppliesWe 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 productWe 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, 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, we received the prescription from her physicianCustomer has not returned our call from the voice mail left on January 9, On January 20, 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, 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 companyWe never received the completed paper work back from this customer to bill her insurance On September 29, 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 months since the date of serviceSince the customer had not met her deductible at the time of purchase, [redacted] and the customer agreed that StLouis Medical Supply would refund the customer $38.68, the difference between the insurance allowable and the $the customer paid for her supplies On October 2, we attempted to refund the customer $via her credit card which was the original form of payment for her orderThe 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, 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, The customer told us she wanted the check cut and expressed to her on Monday, October 9, We tried to explain that Monday was Columbus Day and that the post office would not pick up or delivery mailThe customer was clearly not happy On October 10, we issue check number [redacted] in the amount of $to the customerIt was mailed out that morning when the mail was picked upThe customer called back that day and spoke to [redacted] in our billing department and told her that she now wanted a refund of $because the refund was taking too long to get to her [redacted] tried to explain that the she had only paid $for the product and that we had agreed to refund her $on the September 29, The customer said she didn’t care and that she now wanted to be refunded $and that she was going to file a complaint with the Revdex.com StLouis Medical Supply strives to provide our customers with best products and customer service possibleWe 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