Pioneer Home Medical

We have received you letter of June 10, regarding our patient *** ***The complain number assigned by your organization is ***We have reviewed both the complaint and our recordsThe complaint is a little confusingThe patient contends that she had to rent a replacement unit from
usWe see no such activityI am outlining the charges and explaining the process hereI am also attaching supporting documentationOn September we provided Ms*** a CPAP with suppliesThat initial invoice, order ***, shows the unit provided through our *** locationThose charges, totaling $935.00, split into three separate invoices (I understand her confusion here, but there is no duplicate billing as you can see): 1. *** for the first month rental of the unit $(same rental charge each rental month) 2. *** for the heated wire $3. *** heated humidifier and other supplies totaling $On October 23, we provided additional supplies on order ***That was invoice *** in the amount of $On December 26, we provided additional supplies under order *** That sales order also split into two different invoices: 1. Swift pillows *** for $2. Rest of the supplies *** for $On March 31, we sent order *** for supplies initially totaling $However, the swift pillows were returned, We billed one invoice for the 3/31/date of service in the amount of $for the remaining suppliesThe returned pillows were never even billedOn June 16, we again sent supplies under order *** in the amount of $under invoice ***Rental bills for the unit, billed at $per month (insurance does not allow the entire amount and only pays 80% of what they allow) are as follows: Date of service Invoice Paid ins 1. Sept rental was discussed above *** *** $2. October 30, 2013 *** *** $3. November 30, 2013 *** *** $4. December 30, 2013 *** *** $5. January 30, 2014 *** *** $6. February 28, 2014 *** *** $7. March 30, 2014 *** *** $8. April 30, 2014 *** *** $9. May 30, 2014 *** *** $10. June 30, 2014 *** *** $July 30.2014 *** Adjusted off (DR/CR) August 30, 2014 *** *** Adjusted off (DR/CR) September 30, 2014 *** *** Adjusted off (DR/CR) You can see the amount the insurance paid on each claim and what we adjusted off each monthThe patient was billed only the copay per the insuranceIn fact, the insurance recouped the December rental from us in June of They now consider the unit purchasedThe patient may also be somewhat confused because her supply orders are handled by *** in our Patient Care department in ***But all services and supplies are from Medical Service Company dba Pioneer, as you can see by the top of each delivery ticketThe subsequent supplies were all shipped to her, so the proof of delivery is via UPS trackingWe have not double billed the patient for any servicesWe have given her credit for the returned supplies that were not even billedPlease review the attached documentationIf you have any additional questions, please feel free to contact me via email at *** or by phone at *** ***, ext ***We are sorry that the patient is dissatisfied with the billings, but these are all correct, and no duplicate billing have occurredThank you for your assistance