Northwest Medical Supply

Initial Business Response / [redacted] (1000, 11, 2016/05/24) */ Below is the response from the Northwest Medical Supplies employee who provided service to Mrs [redacted] [redacted] comment: I assisted Mrs [redacted] and her daughter with her compression stocking orderIt was handled no differently as any other supply with the exception that I spent a great part of my time with both ladiesAfter calling her insurance to receive DME benefits I explained to customer that her plan would cover themI would never use the word "free" in any case to describe item covered by planThey are now referring to me using the word freeI felt they had plenty of questions and concerns regarding the stockings in general so therefore I demonstrated the best customer service that I could haveWe went into sizing concerns to color and fabric options, I measured her twice due to her coming in later in the evening and even went ahead and special ordered her stockingsDuring this time a co-insurance was not discussedIn my opinion, the co-insurance was never a concern before or after her receiving stockingsAlso, customer (Mrs [redacted] ) had previously received her compression stockings thru us and had paid her co-insurance balance in the past without any complaints Also, I ( [redacted] , Mgr) would like to point out from the above that: Mrs [redacted] is our client, who had in the past received stockings, which normally were covered and paid by her insurance She had also in the past paid her copay of [redacted] her insurance pay of [redacted] the same as we had provided at this time Her several years insurance plan has been [redacted] meaning that her insurance company always paid [redacted] and she had always paid her co-insurance of [redacted] has been an employee of this company for more than yearsShe had processed tons of these claims including Mrs [redacted] 's previous services for compression stockings, We don't offer free stocking to our customer, I would love to but not there yet Sorry about Mrs [redacted] 's diabetic illnessHowever, we are not aware that [redacted] offers free stockings to diabetic customers [redacted] could not have said that since we take care of compression stockings customers on regular basis, and we know all what it entails 7.Customers who have any kind of insurance are always aware of what their plan entailsNorthwest Medical as a supplier only verifies eligibility and verification of payments Regrettably, this is what we get providing our best service to customers like Mrs [redacted] 's daughter, who apparently had been taking care of her mother in all her medical needs - now presenting ignorance regarding a service she is well aware of and how it works Insurance fees are based on contracts with individual suppliersThe reimbursement fees/prices are already pre-established based on service medical (hcpcs) code by the insurance companiesNorthwest Medical Supplies does not have any influence as to insurance reimbursement fees Finally, Ms [redacted] , I offer to give you and very truthfully my business serviceWe adhere strictly to the guidance of the law and the principles of good business relationship and customer serviceWe respond to our customer's concernsI welcome you back to our store any time for further clarification on this matter and/or for your mom's future medical supplies needs In consideration of the above explanation, we are unable to meet the customer's desired resolutionThe customer will have to accept and pay her insurance copay due to Northwest Medical SuppliesAlso, for your information, compression stockings are considered as personal items and such cannot be returned or exchangedThe copay is what you owe, and please pay as soon as possible to avoid other charges i.ecollection fees Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/05/31) */ The response from the business is not satisfactoryBy their own flawed account, pertinent facts can be establishedMy mother helped to maximize profits for this establishment and the business didn't think that money mattered to my motherMoney matters to the wealthiest [redacted] of AmericansThere would be no logical reason for this business to assume that price did not matter The Revdex.com allows complaints to be addressed by a local officeThere are concerns that can be unique to a particular demographic locationNorthwest Indiana needs to attract new businessProspective business owners may use the Revdex.com data base to make decisions [redacted] , owner, lacks the necessary business acumen to attract new businessWhat does it profit a state to gain one business but lose fifty? My mother was a loyal customerMy mother would never have agreed to pay [redacted] for the stockingsHer insurance changed in September when my father retiredIt changed again on December 24th when my father diedShe told this business that her insurance had changed [redacted] Steel did not choose Indiana for their headquarters [redacted] is bad for businessThey never discussed price! Respectfully, [redacted]

Initial Business Response /* (1000, 8, 2016/09/15) */
Below is the response from the Northwest Medical Supplies
We were just helping Dr [redacted] with his order for a patient because we were contacted regarding the frustration they had in trying to find and order this specific...

pessary. Pessary is not a durable medical equipment or any kind of related items we carry in our company's store. However, I had a distributor who was willing to sell and ship the item directly (drop-ship) to them.
Somehow, the distributor shipped wrong item which, admittedly was ready to ship a replacement. The distributor requested back and intact the wrong product. However, Dr. [redacted] had opened the item, attempted to use it on a patient. The correct thing would have been: first read the label or description, making sure of the item before opening it or trying it on a patient. He was asking for a refund and declined replacement.
I was disappointed in Dr [redacted]. He was very rude, arrogant, and disrespectful. He went on me with attitude, ushering commands. I had to simply respond by telling him that there was no need for all that. It didn't worth it acting like he did - talking to me disrespectfully. And that, it is a small world, and perhaps I know him or people close to him given that I had provided services in the past to people in and around their facility.
Dr. [redacted] was bent on a refund for the item. Distributing & wholesale companies only offer replacement with a return of the wrong item. They usually don't refund drop ship orders on small items. This I tried to explain to Dr. [redacted].
In any case, a replacement was shipped immediately to Dr [redacted] without the return of the old item. Northwest Medical did everything possible to assist in this matter.
Thank you for your attention in this matter.
[redacted], PhD

Initial Business Response /* (1000, 11, 2016/05/24) */
Below is the response from the Northwest Medical Supplies employee who provided service to Mrs. [redacted].

[redacted] comment:
I assisted Mrs. [redacted] and her daughter with her compression stocking order. It was handled no...

differently as any other supply with the exception that I spent a great part of my time with both ladies. After calling her insurance to receive DME benefits I explained to customer that her plan would cover them. I would never use the word "free" in any case to describe item covered by plan. They are now referring to me using the word free. I felt they had plenty of questions and concerns regarding the stockings in general so therefore I demonstrated the best customer service that I could have. We went into sizing concerns to color and fabric options, I measured her twice due to her coming in later in the evening and even went ahead and special ordered her stockings. During this time a co-insurance was not discussed. In my opinion, the co-insurance was never a concern before or after her receiving stockings. Also, customer (Mrs. [redacted]) had previously received her compression stockings thru us and had paid her co-insurance balance in the past without any complaints.
Also, I ([redacted], Mgr) would like to point out from the above that:
1. Mrs. [redacted] is our client, who had in the past received stockings, which normally were covered and paid by her insurance.
2. She had also in the past paid her copay of [redacted] her insurance pay of [redacted] the same as we had provided at this time.
3. Her several years insurance plan has been [redacted] meaning that her insurance company always paid [redacted] and she had always paid her co-insurance of [redacted] has been an employee of this company for more than 10 years. She had processed tons of these claims including Mrs. [redacted]'s previous services for compression stockings,
5. We don't offer free stocking to our customer, I would love to but not there yet.
6. Sorry about Mrs. [redacted]'s diabetic illness. However, we are not aware that [redacted] offers free stockings to diabetic customers. [redacted] could not have said that since we take care of compression stockings customers on regular basis, and we know all what it entails.
7.Customers who have any kind of insurance are always aware of what their plan entails. Northwest Medical as a supplier only verifies eligibility and verification of payments.
8. Regrettably, this is what we get providing our best service to customers like Mrs. [redacted]'s daughter, who apparently had been taking care of her mother in all her medical needs - now presenting ignorance regarding a service she is well aware of and how it works.
9. Insurance fees are based on contracts with individual suppliers. The reimbursement fees/prices are already pre-established based on service medical (hcpcs) code by the insurance companies. Northwest Medical Supplies does not have any influence as to insurance reimbursement fees.
10. Finally, Ms. [redacted], I offer to give you and very truthfully my business service. We adhere strictly to the guidance of the law and the principles of good business relationship and customer service. We respond to our customer's concerns. I welcome you back to our store any time for further clarification on this matter and/or for your mom's future medical supplies needs.
11. In consideration of the above explanation, we are unable to meet the customer's desired resolution. The customer will have to accept and pay her insurance copay due to Northwest Medical Supplies. Also, for your information, compression stockings are considered as personal items and such cannot be returned or exchanged. The copay is what you owe, and please pay as soon as possible to avoid other charges i.e. collection fees.
Initial Consumer Rebuttal /* (3000, 13, 2016/05/31) */
The response from the business is not satisfactory. By their own flawed account, pertinent facts can be established. My mother helped to maximize profits for this establishment and the business didn't think that money mattered to my mother. Money matters to the wealthiest ** of Americans. There would be no logical reason for this business to assume that price did not matter.
The Revdex.com allows complaints to be addressed by a local office. There are concerns that can be unique to a particular demographic location. Northwest Indiana needs to attract new business. Prospective business owners may use the Revdex.com data base to make decisions. [redacted], owner, lacks the necessary business acumen to attract new business. What does it profit a state to gain one business but lose fifty?
My mother was a loyal customer. My mother would never have agreed to pay [redacted] for the stockings. Her insurance changed in September 2015 when my father retired. It changed again on December 24th 2015 when my father died. She told this business that her insurance had changed.
[redacted] Steel did not choose Indiana for their headquarters. [redacted] is bad for business. They never discussed price!
Respectfully,
[redacted]