Preferred Homecare

The attached letter will be mailed to Mr& MrsTerry today, January 12,

Revdex.com: 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 I was not receiving invoices Even before the move you had stopped sending statements I had no handy dandy envelope with addresses and phone numbers Payments were sent to an address I had written down in a notebook, the checks had patient name and account number on them as well as a note with same They were sent in hand addressed envelopes While the checks were all cashed, I have no way of knowing whether or not payment was applied to the account because I was not getting statementsI changed addresses with this company the way I did with every other creditor You are the only ones who failed to acknowledge, or send a statement Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Nicole C***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I would like more details on this answer? I will send my last payment of $in July Will this be all that is expected of me? Do I need to return the machine or is it mine to keep? Regards, [redacted]

From: [redacted] [mailto: [redacted] @preferredhomecare.com] Sent: Thursday, November 06, 12:PM To: drteam Cc: [redacted] Subject: Revdex.com Complaint ID [redacted] Now to Mr***: 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 deviceWe had turnover in the Houston staff handling the order and as a result the order was delayedAfter several contacts with the physician’s office we were able to get the appropriate documentationMr [redacted] was provided his Cpap supplies on 1017/We apologize for the delay in processing the order [redacted] •Credentialing Specialist Preferred Homecare • LifeCare Solutions [redacted] E Hilton Ave• Phoenix, AZ • D ###-###-#### • F ###-###-#### [redacted] @preferredhomecare.com | www.preferredhomecare.com CONFIDENTIAL NOTICE: This e-mail, including attachments, may contain confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed If the reader of this e-mail is not the intended recipient or his/her authorized agent, the reader is hereby notified that any disclosure, distribution, copying, or taking of any action in reliance on the contents of this information of this e-mail is strictly prohibited If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Revdex.com: 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.I am dissatisfied 100% with this responseTheir response is nothing but a bunch of excusesWe dont live in the 1970'sWhoever signed for the deliveries can be verified by calling the carrier [redacted] or whoever) or going to their website using the delivery tracking number- which I dont have(Have they called the delivery company??)These delivery companies record everythingIncluding the GPS/time of delivery/address/signature/Name of the person receiving/ etc Obviously this company has customer service, accounting, customer order entry, training, and logistics problems I dont have time to argue over very clear cut issues like theseThe fact of the matter is, I did not receive the items that I ordered Regards, [redacted] ***

The patient was quoted his co-pay of 20% however when we submitted the claim to [redacted] of [redacted] they applied the entire charge to his deductible which has not been meet for this year

Preferred Homecare (PHC) would like to respond to Mr [redacted] ’s Revdex.com (Revdex.com) concern regarding delivery of his wheelchairMr [redacted] ’s concern has been elevated to our Area Operations Manager (AOM) for review to expedite his wheelchair order wherever possiblePHC’s AOM will contact Mr [redacted] with order status updates and track his wheelchair order to resolution to ensure his order is completed as timely as possible

Preferred Homecare (PHC) would like to provide a response to the Revdex.com complaint regarding our patient, S [redacted] E H***’s current collections balance due After a thorough review of MsH***’s billing history, PHC substantiates a current collections balance due of $ This amount reflects MsH***’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 MsH [redacted] on multiple occasions since Most recently, PHC spoke to MsH [redacted] on 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 PHC advised MsH [redacted] to contact the collections agency to establish a payment plan if she is unable to pay the full balance due Also, PHC advised MsH [redacted] that monthly invoices had been sent to her physical address on file since 04.2013, until PHC became aware of MsH***’s P.OBox in 2014, informing her of her financial responsibility PHC has not refused to supply MsH [redacted] with the medical equipment she needs and will continue to assist MsH [redacted] in understanding her account billing moving forward PHC will ensure MsH [redacted] continues to receive the equipment and services she medically requires, including her recently ordered power scooter

The patient was supplied a walker on 8/5/The workorder only showed a copay of $and only for the walker seatThe patient owes a co-pay for the walker itself in the amount of $this was not listed on the original workorder and that is the bill they have received There are no notes on the account anywhere that the pt has ever attempted to contact billing or even spoken with the local branch since the original order

There is no response so far from the business

I apologize for the delay I did confirm with our Area Rehab Manager that a loaner chair was delivered PHC also attempted to complete the member-owned wheelchair, though the chair now requires a new motorRegarding prior authorization (PA), this is submitted only after the repair evaluation and part pricing is completed, so that a co-insurance amount may be calculated Our Area Manager is attempting to get a new chair authorized, as the co-insurance may be higher on repairs, though this will depend on the insurance planWe are currently in contact with the member’s sister and she has been apprised of order status We will attempt to expedite this order as much as we can

Attached is the response mailed to patient's husband

Revdex.com: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.Their total is based on only payment by the one insurance company when in the beginning two insurance companies where billed Also the rental portion is then refunded after three months and applied to the purchase of the machine by the insurance company's instruction So they have not considered the payment by the one company to be applied to the balance In other words, they have billed for two machines and not one; which I only have one machine So the coordination of benefits has not been applied correctlyAlso there are charges on the itemized statement that I don't know what they are and there is no explanation I have only purchased the CPAP machine and one replacement mask piece and nothing else but there is a $that I am not sure where they got that number and I don't have an EOB showing any such charge The itemized statement I received from them is hard to follow with all kinds of adjustments which are confusing My family and myself see medical providers unfortunately quite regularly and I can follow their billing Preferred Homecare is the only provider in which I am unable to follow their billing I have accounts payable experience along with bookkeeping experience and I know that my account with Preferred Homecare is a mess and also inaccurateRegards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10733226, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Creating a separate account for each monthly payment made this confusing and I was unable to get currentObviously, you were paid for this CPAP device, as I am now paid in fullAttempting to pay this account was impossible when all accounts were not linked, and there was no way to determine what was actually due, where it was, and who needed to be paidHow is it legal to list a single purchase as multiple accounts?If a person fails to make payments on their car - each payment is not a separate accountThis is a single item purchase, at the most it should be a single item on my credit- not two or more I refuse to accept multiple accounts appearing on my credit rating when I only purchased ONE item from Preferred Homecare.This is an unfair business practice, especially in light of the thousands of dollars my health plan paid on this device.rds, [redacted] ***

Preferred Homecare has met all of the oxygen needs of Mr [redacted] despite the fact that he refuses to acknowledge that factOn 8/26/we delivered a new carry bag and new cylinders to him per his requestI have faxed you separately the delivery ticket completed by our driverWe ask members to sign acknowledging the receipt but Mr [redacted] refused.On 8/29/we delivered HEPPA filters to himThese filters should only be changed every six months so the four filters should last him for two yearsMr [redacted] refuses to abide by instructions and changes filters every two weeksWe will not continue to supply him additional filtersI have also faxed the delivery ticket for the filters to youAgain he refused to sign acknowledging receipt.Mr***’s oxygen therapy has never been compromised and we will continue to service his needsWe will not subject our staff to his verbal abusesIf he needs further assistance or has questions he can call our staff but he needs to act professionally.In our opinion this issue is resolved

The insurance did not pay for the crutches as the PT still had a Deductible that needed to be met So the balance of was transferred to the PT responsibilityPayment of $was received on 7/6/on the PT’s behalf for the purchase of the crutchesI have also included the notes from the PSR regarding the crutches return:PT FATHER CAME AND RETURNED CRUTCHES DAYS AFTER HE RECV THEM ON 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 DIRTYFATHER STATED THEY HAD BEEN IN THE BACK OF HIS TRUCKI INFORMED HIM WE CANNOT TAKE THESE BACK AND ITS BEEN OVER THE DAY RETURN POLICY HE STATED HE WAS NEVER TOLD ABOUT THE DAY RETURN POLICY FATHER STATED WE GAVE HIM THE WRONG SIZE AND HE WILL CALL HIS INS TO NOT PAY US

This PT was provided oequipment Per their Doctors request We only provide equipment through a formal physician order I have included a copy of the order showing that this is a valid order that was processed by Preferred Homecare through their treating physician at that time.When the PT was provided their oequipment they were required to sign for it as well On this agreement the PT states they would pay for whatever costs that their insurance would not cover according to their policyThey were notified up front that they would have a cost I have included the work-order which was signed by the PT stating that they understood this information at their set upI do show the PT called in and on 5/18/and requested a piof the oequipment going against the original physician orders as we never received a discharge from the patients doctor We attempted several times to pick up the equipment but the official pick up was completed on 6/5/ We stop billing as of the date the PT requests the piwhich is 5/18/ The PT would be responsible for all DOS prior to this request for PU The final DOS the Patient would owe for would be for the 5/14/DOS I have included a print screen of the note from the date they made the initial request for pick-upPlease let me know if you have any questions

I did receive an unsigned letter telling me that I owe nothing but it was not signed by a PHC representative, I would like a signed letter from PHC Also, we did not discuss refunding the co-payments that were billed to me and paid by meThe person that called me (Lisa) was more interested in assigning blame than offering an apology for the unprofessional treatmentI do not want a call from PHC, it is pointlessResolution would be to resend the letter I received with a signature from a Rep of PHC and reimbursement of the co-pay I paid between 11/to 01/