Preferred Homecare

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Preferred Homecare Glendale AZ office once again failed to provide some vital medical oxygen equipment and supplies to assure my Invacare Oxygen Concentrator and related other equipment would work properlyThey failed to provide the proper Ahepa Filter for the machine,sent cheap worthless oxygen tubing,failed to replace a virtually failing apart carrying bag for my small portable oxygen tank,failed to replace two defective small oxygen tanks and a vital oxygen regulator valveAnd Iam a year old disabled senior citizen on 24/oxygen as wellWhen I contacted them back their Glendale Office hung up on me.Please allow me to point out that this is not a case of sending me a box of bandaids that the total incompetent Preferred Homecare treats these matters but instead a vital virtual life and death potential situation,since if you cannot get oxygen to breathe frankly you die with out it! This same company has a very *** history of consumer and *** *** against it as well. I want these wrong or defective oxygen supplies and oxygen equipment correctly fixed and provided with the proper and correct oxygen supplies as wellI want these total incompetents put out of business forthwith and all their various contracts terminated forthwith as well
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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. If they do not then this matter is not closed and if in the future I expect to be notified in a timely matter of any and all update or situations that pertain to my wife's needs
Regards,
*** ***

A Supervisor for Preferred Homecare Reimbursement called *** *** and left a voicemail explaining that “we are adjusting the balance as a courtesyThe delivery paperwork shows that this was delivered as a purchase but their insurance will only cover the item as a RentalInstead of
charging the patient the full purchase price of $and it not applying to the patients deductible, we converted the item to rent for months at an allowable of $covering the full purchase price and these charges went towards your deductible.” He reiterated that he had adjusted the 12/5/2015, 1/5/2015, 2/5/2015, and 3/5/dates of service as these are the only claims that processed, and the item had been converted to a sale and the patient will no longer be receiving a bill from Preferred in regards to this item. He left his direct number if they had any other questions

The patient did apply for financial assistance however we have requested she provided us with required documentation which she has refused to doWe do have some documentation from her but not everything that is required to process the application. We had her account on hold to allow her time
to provide the information however on 9/23/she spoke with the supervisor who handles the financial assistance applications and she again refused to provided us with the needed documents and she disconnected the callHer account has been reinstated and she is receiving bills again for her portion

PHC is in communication with Ms*** and the insurance company to identify an acceptable resolution

Preferred Homecare (PHC) would like to provide a response to the Revdex.com (Revdex.com) complaint regarding Grant C*** small volume nebulizer (SVN)
PHC received an order for *** *** *** and delivered same day
PHC billed the SVN according to G*** insurance coverage
requirementsBecause G*** deductible had not yet been met, charges were applied to his deductible amount by his insurance company
G*** insurance company notified his family via an Explanation of Benefits (EOB) of patient’s financial responsibility on
Regarding G*** mother’s estimation of product cost, PHC billing is regulated by her insurance companyThe 100% responsibility applies to her deductible, not the market value of the device
On 06.23.2016, G*** mother agreed to a re-payment schedule for the charge of services, including three payments of $to be processed automatically on the 23rd of each month

Preferred Homecare (PHC) has reviewed this member's concern and processed piof all equipment. PHC has also ceased billing upon piof equipment. At this time, PHC believes this member's concern has been resolved

Preferred Homecare (PHC) would like to respond to this member's concern regarding the small volume nebulizer (SVN) PHC delivered January of 2015. This member's account was elevated to PHC's Area Manager for review. PHC does substantiate contact from the member's caregiver approximately
months after delivery regarding a piof the SVN. The SVN is a convert to purchase item, and PHC does not typically refund patient-owned equipment. As an exception, PHC will remove the member from collections and waive the outstanding balance from the account. PHC does apologize for any inconvenience and hopes this measure will resolve the member's concern

The patient signed a workorder accepting the terms of his insurance and the rental period is all dependent on his insurance policy with *** ***. Due to policy changes or insurance changes it is not advisable or typical that we send requested “ CTS letter” to a patient that is not a
straight Medicare patientThe pt was informed that his equipment was a rental and that it was months as long as he was with *** *** Insurance.He insisted on a CTS letter so I let him know I would make him one as a courtesy but it would be a very generic letter and that It would have to be reviewed prior to sending He was mailed the letter on 8/5/2015. The letter is attached

PHC will re-send a letter today, signed by our Reimbursement Supervisor. Also, an itemized statement showing payment application for each date of service will be included with the letter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I hope that we will not receive any more bills and if we do not , will consider this complaint resolved.Thank you,
Regards,
*** ***

At approximately 6pm Monday, 12/a way call was conducted with MrF* (CEO), Dave Ba*** (Region VP of Operations), Doug F* RT (Area Operations Manager - N.Arizona) and MrY***During this conversation MrYi*** expressed his concern's to MrF*, and
arrangements were agreed upon to deliver the equipment Tuesday, 12/15 between 1-3pmDoug Fr*** RT accompanied Gregg G*** RT to MrYi*** home and the equipment was delivered and sto the patients satisfaction

Well, per Revdex.com, I have minutes to copy other information to back this up. I will not do that as I expect it will take longer than minutes. The multiple claims (at least 3) I get back from *** state that Preferred Homecare is out of network.I contacted *** to specifically ask if Preferred home care in in network for my insurance? *** responded they are not in my network.To verify there is no misunderstanding, I asked (until I got a clear answer) was Preferred Homecare in network for my insurance the last months of 2017? *** finally responded that no, Preffered Home care is not in my network.I have met my in-network deductible and my out of pocket maximum. I have not met my substantially higher out of network deductible and I never intended to. That is why I verified w Preferred before I ordered anything and made it a stipulation that I only get product from Preferred if they are in networkThere is obviously an issue where Preferred thinks or claims they are in my network but *** continues to state they are not in network. As I stated originally, I did not request any product from an out of network provider. Preferred did and still claims they are in network with my insurance. Perhaps it is all a misunderstanding between *** and Preferred. Perhaps it is a mistake that preferred did not verify they are in network with my insurance (I gave my ID number each time I contacted them). In network deductibles I pay. Out of network deductibles are incorrectly billed because of a) a mistake between the provider and my insurance or b) because of misrepresentation by the provider that they are in network when they are not. I am sure that Preferred has information from *** that the claims are out of network. Please replay the recording you have from the phone calls

This PT had two accts set up with PHC, *** and ***. The account that had the orenting is ***. The PT did call to have the opicked up and we did complete the PU on 12/22/2014. The only problem is the PU was processed on the incorrect acct (***) so the billing
did not stop. A supervisor from the billing department has flagged the duplicate acct as DO NOT USE. PHC did speak with the PT on 3/10/and we did stop the billing from going out to the PT on this date but it was not forwarded to the PT’s insurance to have the claims reversed. It looks like we were unable to identify a duplicate acct at this time. The supervisor has adjusted off the PT charges that were on the account after the PU date of 12/22/and notified the collector that we will need to reverse the oclaims with UHC for the 1/4/2015, 2/4/and 3/4/DOS.A call was placed today 4/15/to the PT to let her know what he found and that she does not owe PHC as we have corrected the issue and that she should be seeing the claims reversed through her insurance, but there was no answer. A VM for her to call back

In response to Mr*** rebuttal:
First, I still have not yet received the reimbursement that Preferred Homecare said they would send me
The process for a refund can take up to weeksPHC just received his payment on 01/11/and started the refund process on 01/19/We are
asking this refund process to be rushed
Second, the letter I received from the company dated 1/12/documenting that my account has a $balance and that I now own the BiPAP machine I have been renting from them had no name, title or signature on it, which it should have
*** the person you and your wife have been speaking with, will send you an updated letter with her signature and phone number on the letter
And third, on Jan19, I received a call from the collection agency Preferred Homecare had turned my account over toThe agency, *** *** *** informed me they have received another collection notice regarding my accountWe spent another hour or so determining that it was sent in error by Preferred Homecare, yet it still stands against my nameThe net result is this dispute is still not fully resolved
This has been done! An email to the agency was sent asking them cease ASAPThis information is from Strategic AR who managed the accounts in a collection status

This patients father feels that he was not provided enough information about what his financial responsibility would be He was provided paperwork regarding his Financial Responsibility and Return Policy upon set up He signed this paperwork letting him know that we would bill his
insurance and whatever they do no not cover would become his responsibility It is the patients (in this case the guarantor/father) responsibility to know their insurance benefits and take the time to read the paperwork that they are signing He spoke with Supervisor *** *** who also spoke with Mangers *** *** *** and *** *** which approved of the charges being billed to the PT This patient was charged an initial co-insurance charge of $and 80% was billed to their insurance When UHC did not cover the 80% due the Deductible not being met that balance was transferred to the patient responsibility which brought the total to $ He was upset that this took time to process This balance is only transferred over after UHC processes claims and we cannot control how fast claims are processed by the Patients Insurance company

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 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Preferred Homecare (PHC) would like to provide a response to the Revdex.com complaint regarding our patient *** *** wheelchair repair. First, PHC would like to apologize to our patient and family for the excessive delay in repairs. After a thorough review of our
process, we did find the initial delay was in attempting to obtain documentation to submit for a repair authorization, which was not required by the health plan. There was a second delay caused by our purchasing team who did not order parts timely and third, an additional delay from the vendor who did not deliver all items ordered, timely. As of 3/4/16, repairs were completed by our Certified Assistive Technology Professional and our patient’s equipment is now in proper working order. Preferred Homecare regrets the time and frustration the breakdown of our processes caused to our patient and family Sincerely,
*** *** Vice President of Managed Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.After receiving this response I contacted *** *** *** and spoke with LindaI was told the original claim#*** was received on 1/27/and was denied requesting information at that time the claim numbers are left open waiting for the information*** then received another claims on 8/9/with a new claim numbers both were rejected as duplicate claimsOn 12/29/*** received the information requested and cut an electronic check that was cashed on 1/2/by Life Care SolutionsOn the copy of the E.O.B(Explaination Of Benefits) from *** issued on 12/29/states: Service Date 1/17/Total Billed $Patient Savings $52.44/Applied to Deductible $Claims Payment $Detail Message on the on Patient Savings says "This is the amount in excess of the maximum allowed amount for a participating providerThe member therefore, is not responsible for this amount." I was told by *** this is a provider write offBut then I received that bill on 2/10/for $+ $Late FeeThat I should have never received since payment was made by *** on 1/2/On 2/20/I did have a way conference call with Life Care Solutions Billing, *** and myselfWhen *** explained to Life Care that I was not responsible for the bill and that payment had been made by ***That they did not seem to be aware ofWe were put on hold while it was looked upI do not know why my son's 2nd insurance would be billed for the balance as stated in previous responseMy bill from the beginning was $which was paid by ***
Regards,
*** ***