Norco, Inc.

Complaint: ***
I am rejecting this response because: I am not able to talk via phone between and when messages are leftPlease emailI have not received any emails from this gentleman.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe gentleman that called me was very
understanding and admitted the fault was theirs and all was straightened out quickly.
Sincerely,
*** ***

After researching this customer’s billing complaint it appears [redacted] had an out-of-network insurance provider when he began using Norco.   As far as patient balances, Norco will not bill a patient their co-insurance balance until we have been paid by the insurance carrier at our...

contracted amount.  The first balance was transferred to [redacted]’s responsibility in May 2014, after receiving payment from his insurance.  This was a month after submitting claim with the date of service from April 2014.   When [redacted]’s insurance changed in January 2015 we were only made aware of the change after our insurance claims began to reject from the previous insurance company.  Norco was not notified by [redacted] that his insurance provider had ever changed.  After the change of insurance there has only been one co-insurance transferred to the patient responsibility, in February 2015 for supplies. I recognize [redacted]’s frustration that he was not informed that Norco is an out-of-network provider for his insurances.  I will speak with the Manager of the branch in question, and required retraining of the branch staff members to ensure this issue does not occur again.Thank you,Thank you,[redacted], ASQ CQACompliance & Quality Program Specialist

To whom it may concern, I am the branch manager at Norco Medical in Meridian, Idaho responsible to resolve this complaint. I have contacted the customer ([redacted]) by phone and left three voice mail messages dated 6-26, 6-27 and 6-30-17 at the phone number listed on the complaint...

([redacted]). I have also sent an e-mail to her at the listed address. I will continue to wait for a response from Ms. [redacted]. Please contact me if you feel that further follow up on my part is necessary. Sincerely, Brent * C[redacted] Norco meridian Branch Manager [redacted]

Complaint: [redacted]
I am rejecting this response because:  As I stated several times, I did not receive an email from Norco on June 30. Please send suggested resolution via email again. I did not receive it, not in spam or otherwise.
Sincerely,
[redacted]

The customer has been contacted and the billing issue resolved as of today, 8/10/17.

The customer has been in email contact with the branch manager as of Wednesday 8/23/17 working on a resolution.

Thank you for the opportunity to response to Mr. [redacted] complaint.  In review of the complaint and after researching the account, below is a summary of what occurred. Mrs. [redacted] ordered and paid $1464.10 for a recliner chair from the Vancouver Norco location on 10/29/2014.  The...

recliner was transferred from our Portland Location and delivered to her on October 31, 2014.  It is our company protocol to document all communication notes and scan all hard copy correspondence.   This protocol would have been followed with the receipt copies and phone call correspondence, however, we have no record of  documents  Mrs. [redacted] stated were sent. Neither the Portland, OR Billing Hub nor the Main Office Billing Department in Boise, ID have record of the stated mailings.  We also have no record of any phone calls received.  In reviewing the account it appears a duplicate invoice was generated in error, which is why invoices were mailed to her residence.  Her duplicate account was also sent to collections  showing a balance of $2,931.12, which was incorrect.  Norco has since notified the collection agency and the account has be pulled and closed.  Mrs. [redacted] will not suffer any negative effects on her credit and will no longer received any further invoice statements.  Norco is deeply sorry for the inconvenience this caused Mrs. [redacted] and we believe this is a singular error and that will be remediated with additional staff training.

Please see the attached complaint response.
 
Thank you
 
Dear Mr. [redacted],Thank you for giving Norco the opportunity to respond to your concern.  A full review of your patient file has been completed.  Below is a summary of the findings:Our records show that on August 3,...

2015 you requested a semi-electric hospital bed and chose to pay privately for it.  December 18, 2015 a call was made to the Norco Everett location indicating that you wanted to now use your Medicare and Premera insurance benefits.  In order for Norco to bill your insurance we had to obtain a Detailed Written Order (prescription) for the semi-electric hospital bed.  Some delay occurred in obtaining this order, which you were able to assist us with by hand-delivering the completed Detailed Written Order.Once the order was reviewed, the insurance field within our computer system was updated, however, some of the fields were missed, which is why you continued to receive a bill for the semi-electric hospital bed.  Your current balance of $804.90 has been removed and you will no longer receive billing statements for the bed.  All staff members who were a part of this transaction have been reeducated on the proper process when adding insurance accounts to an existing order.If you have any questions, do not hesitate to contact me directly.Sincerely,Stacey B[redacted], ASQCQACompliance/ QA Program Specialist

Branch manager spoke with the customer on 11/20/17 and explained the process and deductible. Norco and the customer have come to an agreeable solution.