Provider Plus Inc

Contact Name and Title: *** *** president
Contact Phone: XXXXXXXXXX
Contact Email: ***@providerplus.com
Mr*** needs to understand that he may WANT
things his insurance company does NOT pay forWe have to stay within the guidelines the insurance company sets for us and we do not get
paid if we go outside those guidelines no matter what the customer thinks they are entitled toRegarding the delivery time issue: We try and deliver orders the following day of when that order was placedSometimes this customer calls us that day and wants delivery the same day as he forgot to place his order the previous dayThere are some occasions same day delivery just can't be done, not even for MR***However, he is always encouraged to come into our showroom to pick up his tanks but he has never chosen this to be an option

We received a call on 3/8/and went out on 3/9/to diagnose the problem. We ordered the part and went back out after receiving the part on 3/20/18. My rehab/service manager has talked to *** *** and the chair is up and running and we will go back there to make sure
everything is in great working order. However, we have NOT received any doctor's paper work to bill for the lift chair mechanism which Janet said she will get us so we can bill the mechanism for her husband. We also have a check for $950.00, not the $that *** *** states she paid. I have let her know to contact my rehab/service manager *** to assist her with any problems/issues in the future

I'm sorry that *** Mnow resorts to accusations of us providing used cpap supplies to our customers when he truly does not know any information about other customers and/or their issues. *** Meven states in his response letter that we did tell him he was responsible for the supplies so not sure why he continues to think we failed to inform him that the supplies were his responsibility. From a Provider Plus, Inc standpoint this case is over as there is nothing left we can do for *** M except give him some free supplies which after all of this aggravation will not happen

Complaint: ***
I am rejecting this response because: See attached letter
Sincerely,
*** ***

See attached

Business response attached

This letter is a response regarding ID ***. There is nothing faulty with the rollator. The issue is she does not want to push the brake handles to the locking position when sitting down on the rollator as she thinks it's too difficult. She did have issues with the rollator
basket which we sent her a new one. Regarding the commode problem, we will be sending her money back ($108.00) for the commode. She bought additional items which brought the total to $but we are only refunding her what she paid for the commode. We will not want the commode back since its been used so she will get to keep it in addition to receiving a refund of $and she will also receive a receipt

Initial Business Response /* (1000, 5, 2015/10/06) */
Contact Name and Title: [redacted] President
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@providerplus.com
Cpap mask can be difficult to fit considering during a nights sleep people move their head/face in different positions than when they...

are fitted for a mask during the initial set up. This is why our company offers a "free" 30 day refit for all our customers. I specically have been emailing this customers wife(person who sent complaint in) and told her what her husbands insurance allowed each month. She insisted her husband receive additional supplies even if the insurnace company did not allow. When we shipped the order to our customer we only shipped what the insurance allowed per the customer. Also, we will not and do not deliver cpap supplies as it cost more money to deliver than to ship. If the customer does not want his supplies shipped then we have retail hours every day(except Sunday) to where the customer can come to one of our 10 locations to get their supplies. We never want to lose a customer because of insurance stipulations or because orders are shipped and not delivered but if this customer's wife wants to change providers then she has the right to do so.

Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@providerplus.com
We sent a service technician out to her house last week and have been working with the manufactuer regarding her power wheelchair. The manufactuer has agreed to replace...

the motor which should be here within a day or so. Once the new motor arrives we will make arrangements with her to have her motor replaced which should fix the
issue.

This customer received a CPM unit on 7/22/16.  He had [redacted] insurance at that time which we submitted the claims to his insurance.  His [redacted] policy was an 80/20 plan which means [redacted] pays 80% of their contracted rate and the beneficiary must pay the remaining 20%.  All the...

invoices we mailed to the customer were his 20% amounts of what his insurance company paid.The customer's statement of "Provider was informed that no equipment was to be provided that was not fully covered by existing insurance" is not accurate or true.  The customer should know what type of insurance policy they have and if he did he would know that his insurance policy is not a 100% plan, it is an 80/20 plan.  He is the one who signed up for this plan so he knew his insurance wouldn't cover the CPM unit at 100%.Of course this customer wants us to adjust off his invoices for his 20% portion but we will not do this as he should know what his plan covers or not covers.Thanks.

Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: [redacted] President
Contact Phone: XXXXXX-XXXX
Contact Email: [redacted]@providerplus.com
We received a signed prescription from Mr. [redacted]'s doctor dated 2/21/14 and have a copy if anyone would like to see it. The...

order was for a cpap machine set at a pressure of 10cm. This is exactly what we had to provide to the patient per the prescription. The prescription DID NOT say auto cpap which this is what the doctor wants Mr. [redacted] to be on now. We can't help that the doctor has changed Mr. [redacted]'s prescription almost 2 years later as Mr. [redacted]'s insurance comapany has already purchased the standard cpap machine for him. And we can not help or change what Mr. [redacted]'s insurance company covers or doesn't cover. Insurance companies all have different rules and coverage criterias so it seems Mr. [redacted]'s fustration is misguided. We have to provide exactly what the doctor ordered or we get in trouble. I totally understand that Mr. [redacted] wants to drive a "cadillac" but his doctor and his insurance company only ordered him and paid for a "Ford". Sorry Mr. [redacted] feels we lied to him but that just isn't the case. He just wants something for free and is not entitled to it.

The customer rented the cpap unit through their BC/BS insurance plan.  His plan covered 80% and he was responsible for the remaining 20% amount.  His 20% amount is the $11.95 he states he is renting the cpap for which is not correct.  It's just his portion that he is responsible...

for.  We did adjust off the $11.95 for the month of December since he returned the cpap unit in December.  The remaining $50.31 on his account is due for his portion of the cpap unit in November ($11.95) and the mask and tubing ($38.36) he received at time of set up in November.  Again the $50.31 for November is his 20% amount according to his insurance plan and which by the way he hasn't paid.  He is the one who returned everything on 12/30/16 by mistake as he knew according to all the paperwork he signed at time of set up that he was renting the cpap unit but all the supplies were a sale item which he ownedWe will not cancel the bill as people shouldn't get things for free and they need to take responsibility for their own insurance policy that they sign up for.  We can not give him his supplies back that he returned to us on 12/30/17 as that was over 60 days ago and we do not keep old used supplies at our stores.Sorry that he is upset about receiving a bill for $50.31 but knew at time of set up that his insurance was only going to pay 80%.