Preferred Homecare

The insurance did not pay for the crutches as the PT still had a Deductible that needed to be met.  So the balance of 26.07 was transferred to the PT responsibility. Payment of $26.07 was received on 7/6/2015 on the PT’s behalf for the purchase of the crutches. I have also...

included the notes from the PSR regarding the crutches return:PT FATHER CAME AND RETURNED CRUTCHES 52 DAYS AFTER HE RECV THEM ON 04.01.201505.22.2015 PT FATHER RETURNED THE CRUTCHES, BEFORE I LOOKED AT THE CRUTCHES MY SUP OKAYED A SALES CREDIT, BUT WHEN I WALKED OUT TO THE LOBBY, THEY WERE NOT PACKAGED AND HANDLES AND ARM RESTS WERE DIRTY. FATHER STATED THEY HAD BEEN IN THE BACK OF HIS TRUCK. I INFORMED HIM WE CANNOT TAKE THESE BACK AND ITS BEEN OVER THE 30 DAY RETURN POLICY.  HE STATED HE WAS NEVER TOLD ABOUT THE 30 DAY RETURN POLICY FATHER STATED WE GAVE HIM THE WRONG SIZE AND HE WILL CALL HIS INS TO NOT PAY US.

The Father returned the crutches, and we communicated they were out of the box, and the hand grips and under arm pads were dirty so we could not accept them back and credit them.  He left the crutches here with us anyway.  We do not keep returned items on hand, that are not able to be placed back in stock.  So no refund, and no crutches to return.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The original order that was placed without my knowledge from POP Health Care was wrong. I told your reps that I do not want diapers when the client does not wear them. I still have not received the samples as of this writing. But to add insult [redacted] picked up the two boxes today. I cannot agree at this time that the client has been served in a timely manner. POP Health Care is another matter that will be dealt with on my terms. Preferred Home Care has failed to live up to their agreements with other providers. Your company should have known about future time lines and your company was not prepared for the influx for 25,000 new orders. To me that is a gross mismanagement for vulnerable adults. Moving forward it easy to point the finger at other agencies. I do not care I just want the product for my client [redacted]. Until I get the samples, and have the order in my hand then I will consider this a done deal. It does not take a week to get samples. When [redacted] can ship overnight. Your company is still lacking in quality control period.Regards,

From: [redacted] [mailto:[redacted]@preferredhomecare.com] Sent: Thursday, November 06, 2014 12:58...

PMTo: drteamCc: [redacted]Subject: Revdex.com Complaint ID [redacted]

 

Now to Mr. [redacted]:

 

Mr. [redacted] has Medicare as his primary insurance and as such we need to have the appropriate medical documentation from the physician’s office in order to qualify him for the device. We had  turnover  in the Houston staff handling the order and as a result the order was delayed. After several contacts with the physician’s office we were able to get the appropriate documentation. Mr. [redacted] was provided his Cpap supplies on 1017/14. We apologize for the delay in processing the order.

 

[redacted] •Credentialing Specialist

Preferred Homecare • LifeCare Solutions

[redacted] E Hilton Ave. • Phoenix, AZ 85034 • D ###-###-#### • F ###-###-####

[redacted]@preferredhomecare.com | www.preferredhomecare.com

 

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I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please see attached.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and after consulting with Mr. [redacted], find that this resolution would be satisfactory to him.  We will wait until for the business to perform this action, send a final bill for $150.00 and, if it does, will consider this complaint resolved.

Regards,

Preferred Homecare (PHC) would like to respond to this member's Revdex.com (Revdex.com) concern regarding the co-insurance paid for his blood pressure monitor (BPM).
 
This member's order was processed according to his health plan's guidelines.  PHC verifies eligibility...

and benefits with the health plan prior to dispensing product and does not determine coverage or guarantee health plan payment.  PHC relayed the financial responsibility as it was relayed from the member's health plan.  A health plan authorization, approval or verification of coverage or benefits does not guarantee payment.  
Given this member's concern, PHC's Area Manager contacted the member on 10.31.2016 and agreed to refund his co-insurance paid.  PHC's Area Manager did reiterate to the member his patient responsibility to understand his benefits and to contact his health plan, if necessary, with any coverage questions he may have prior to accepting delivery moving forward.

...

Preferred Homecare (PHC) would like to provide a response to the Revdex.com complaint regarding our patient, S[redacted] E H[redacted]’s current collections balance due.  After a thorough review of Ms. H[redacted]’s billing history, PHC substantiates a current collections balance due of $903.59.  This amount reflects Ms. H[redacted]’s deductible and/or co-payment amounts accrued over the rental cycle of a bed and trapeze bar and cannot be legitimately removed from collections.
PHC has reviewed account billing details with Ms. H[redacted] on multiple occasions since 2013. Most recently, PHC spoke to Ms. H[redacted] on 03.29.2016.  PHC explained that her current balance due applies only to a bed and trapeze bar rental and that any outstanding charges for oxygen and power wheelchair rentals had been resolved in 2014.  PHC advised Ms. H[redacted] to contact the collections agency to establish a payment plan if she is unable to pay the full balance due.  Also, PHC advised Ms. H[redacted] that monthly invoices had been sent to her physical address on file since 04.2013, until PHC became aware of Ms. H[redacted]’s P.O. Box in 2014, informing her of her financial responsibility. 
PHC has not refused to supply Ms. H[redacted] with the medical equipment she needs and will continue to assist Ms. H[redacted] in understanding her account billing moving forward.  PHC will ensure Ms. H[redacted] continues to receive the equipment and services she medically requires, including her recently ordered power scooter.

The initial repair of Ms. [redacted]'s scooter was incomplete and as a result we picked up her scooter and completed a re-evaluation of the additional repairs needed. During the time of the re-evaluation we did talk to the member on 4/23, 4/29 and 5/15. The parts were ordered and the scooter was repaired at no cost to the member or her health plan. We attempted to contact the member on 6/12, 6/23 and 6/25 but we unable to make contact with the member. We contacted the member's health plan case manager for assistance. The case manager also called the member and reported phone issues. We then called the member and suggested a drive by where our driver would attempt to deliver the scooter by cold calling the member. The fully repaired scooter was successfully delivered to the member on 6/27.    We hope that Ms. [redacted] is satisfied with the repairs and she can call Rhonda Davis at 480 882-0253 if she has any further problems.

June 3, 2014 Revdex.com[redacted]Phoenix, AZ [redacted]###-###-#### ¦###-###-####arizonaRevdex.com.org Re: Complaint ID# [redacted] Thank you for the opportunity to review Ms. [redacted]’s complaint and to resolve the situation to...

everyone’s satisfaction. A CO2 monitor was ordered for Ms. [redacted]’s daughter and Preferred Homecare (PHC) attempted to provide the appropriate equipment. Unfortunately. PHC does not provide CO2 monitor units as they are out of our scope of service. In an effort to service the member as best we could we were able to provide a used CO2 monitor. We disagree with Ms. [redacted] as to her assertion she was promised a brand new CO2 monitor by [redacted], Respiratory Supervisor. We do not carry CO2 monitors in stock as I mentioned they are outside of our scope of service, so the promise of a new unit was never made.  After the first unit malfunctioned for reason unknown, another certified used unit was provided that was also not satisfactory to the family due the size of the unit and lack of portability. In an effort to assist Ms. [redacted] in securing the equipment that her daughter needs, [redacted], PHC Clinical Manager, called and spoke with Ms [redacted] today June 2nd, in order to explain PHC’s position. He explained the CO2 monitor was out of our scope but PHC is willing to order a new portable CO2 for her daughter. We are in the process of ordering the equipment and will contact Ms. [redacted] when the equipment is available. PHC will stay in contact with Ms. [redacted] so she is kept aware of the processing of the order. Please let me know if PHC can be of any further assistance.  Best Regards, [redacted]Regional Account Manager

I don't know where the writer got her information, but it is false.  They have never called me, until today.  I've tried to work with them, they left me high and dry with non working batteries and I had to rent another wheelchair because I had to out of town and the batteries did not work....

 Their employee showed me that the first set did not work right and the 3rd party checked the 2nd set and said they were also faulty.  They never addressed any other issue with my wheelchair, for repairs, as far as I know, they never contacted by dr. and I just saw her and she said nothing about being contacted.  I went totally by the medicare guidelines and was told that they were covered. They took my batteries that were still working as good a the ones they gave me so I have no way to return these until 3rd party replaces them.  They certainly can have these back if they can return mine or as soon as I get the new working ones. Working with them was a nightmare.  I will be contacting medicare again to have them do a follow up.  I am very concerned about the letter they sent you, as they certainly did not contact me as they stated. The 3rd party was recommended to me by Permobil and I will continue to do business with them

The requested Neb Kit was delivered to the home between 3-4 pm on 1/21/16.

I am unable to print or find original complaint...when I click above it does nothing.
 
..but the complaint was that they never did give me an estimate in writing for repairs-(this had nothing to do with medicare at this point and I did not ask them to involve my insurance for my owned scooter).  complaint was they woudl not return my calls or messages, would put me on hold for up to 20 minutes, did not provide me with estimate of repairs so I could decide if I wanted to repair or replace it.  Their customer service was terrible.  Their reply is the first I have heard anything about medicare's involvement.  No one mentioned an advanced beneficiary notification.  They did nothing.....and I still do not have an itemized breakdown of repairs, which would be helpful in my decision as to what I will do.....even if I have to pay for it out of pocket.
 
I do have the scooter back but am still needing the requested ITEMIZED estimate for repairs.  THANK YOU

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.1. Business did NOT state on their bill that it was NOT pre-approved/pre-authorized  by insurance and  their bill was ONLY estimated amount. If ithey would go via pre-authoraization process like the others do I would have known my estimated portion. 2. Business return policy (which is 30 days) was well shorter normal processing time or they didn't send it to insurance in promptly manner, so I was out of option to return the  product, they basically made me buy it by mailing me final bill > 30 days after delivering product with original bill.  So when I called them they just told me "you own it now".Regards,[redacted]

The patient benefits were verified at 100% and loaded in Feb of 2014,  but when the patient’s insurance pays they paid us 70%  and now when we run eligibility it shows the 30% co-ins.  She has been with us for years so we can only say her plan changed at the end of...

2014. The patient did make payments to us  of $300.00 on 5/18/2015 but that was not enough to cover her balances and she did not call the billing office to make payment arrangement so the pt continued on the letter process. She was sent to collections in the amount of $372.73 on 6/29/2015. Pt did not call the billing department until 11/16/2015 to inquire on balances.  At that time she was informed of collection balances and we let her know that any payment she made to us after the 6/26/2015 date went towards her current balance. She still owes the agency the $372.73 and is current with PHC, October balance $88.03. Patient has requested an itemized statement from us so I have created the dates in the agency and the itemized of where her payment went.

May 28, 2014 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585602-264-5299 ¦602-798-8279arizonaRevdex.com.org Re: Complaint ID# [redacted] Preferred Homecare (PHC) has researched the issues surrounding the complaint about an outstanding...

balance of $2,500 for enteral pumps that were not returned to PHC. Part of this research was to speak directly with [redacted] on 5/27/14 about the missing enteral pumps. Mrs. [redacted] stated that she has 3-4 enteral pumps that belong to PHC and they are in a storage facility in Arizona.  She is presently living in Utah and is moving back to Arizona in early July.  The customer service representative who spoke with Mrs. [redacted] indicated that PHC would be willing to reduce the outstanding balance to $0 and to cease any further collection activities if the pumps were returned. Mrs. [redacted] agreed to return the pumps to PHC when she returns to Arizona.  I believe that both parties agree that this is a fair solution and that upon Mrs. Wilson’s return of the pumps we can finally resolve this issue.   Best Regards, [redacted]Regional Account Manager

May 29, 2014 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585602-264-5299 ¦602-798-8279arizonaRevdex.com.org Re: Complaint ID# [redacted] A review of Mr. [redacted] file shows that he is behind one month in rental payments for his oxygen....

 His current balance is $30.82. No letters have been received from Mr. [redacted] nor have any phone calls been logged referencing the balance on his account.   Mr. [redacted] was called today by PHC billing staff after receipt of his complaint. A message was left for a return call to discuss his account and to offer to email him an itemized statement. The statement in question has been attached for your reference. Thank you for giving Preferred Homecare the opportunity to address Mr. [redacted] concern. Best Regards, [redacted]Regional Account Manager

The cap was never really replaced by company they just changed the settings on machine and notated file w replacement but in reality it was never replaced, then doc sent request for new machine and company never started proceed until I had to call,  today 9/6 mom went to doc again as she is in extreme need of machine doc re sent referral to see if company now will process request as they should.  Company has prior history of not processing orders until patients call several times.

This PT has been billed according to their insurance companies policy for the rental of their CPAP machine.  Per their policy it is a 13 month rental then it would convertto sale after all their claims have been paid.  For many of their rental months they were responsible only for a...

co-insurance charge. The exception for the rental was for other DOS 1/12/2012, 2/12/2012, 3/12/2012 in which the PT was sent out an additional bill due to their Deductible not being met. So depending on how long it took for their insurance to process this would determine the time frame for them receiving the 2nd  invoice indicating their Deductible charges.  PT has paid these DOS.   PT had mailed in notification to Preferred Homecare indicating an address update to our lockbox (payment address).  Unfortunately this is only for payments and nocorrespondence is read from this address as this is only for payments. Our invoices state that the payment address is for payments only as well.  We also provide the phone number for our billing office for any billing questions or updates on the invoice.   I do not show the PT ever called into the billing office to provide an updated address. PT was sent to collections for unpaid Deductible charges for services provided on 1/28/2013 in the amount of $85.36.  PT did call on 1/25/2015 requesting supplies and confirmed all the information we had was correct. PT never called in stating that she never received the supplies that she ordered.  It is the PT’s responsibility to know their plan benefits.  The PT’s insurance does send notification to the PT of any balances owed to any providers so the PT would have been made aware by [redacted] that they did have a balance that they would have owed Preferred Homecare as well.  PT was correctly sent to collections for the balance owed.  PT was provided services on 1/28/2013 and we did wait until 10/01/2014 to send them to collections to give the patient plenty of time to call and make a payment.  PT can make payment arrangements with [redacted] COLLECTIONS at ###-###-####.

This will simply be a he said she said scenario. 

 

She had Medicare on the phone when she called and we informed her that Medicare would not pay and she was unhappy with our response.

 

 

We will be happy to take another set of batteries out to the patient.  She is using the batteries that she states are bad.

 

 

ATTEMPTED TO CONTACT PATIENT – NO ANSWER AND UNABLE TO LEAVE A MESSAGE

 

Monday at 2:01

 

ATTEMPTED TO CONTACT PATIENT – NO ANSWER AND UNABLE TO LEAVE A MESSAGE

 

Tuesday at 12:30 and 3:45 from a Preferred Homecare phone and a cell phone