Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Contact Name and Title: [redacted] President Contact Phone: XXXXXXXXXX Contact Email: ***@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 upThis is why our company offers a "free" day refit for all our customersI specically have been emailing this customers wife(person who sent complaint in) and told her what her husbands insurance allowed each monthShe insisted her husband receive additional supplies even if the insurnace company did not allowWhen we shipped the order to our customer we only shipped what the insurance allowed per the customerAlso, we will not and do not deliver cpap supplies as it cost more money to deliver than to shipIf 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 locations to get their suppliesWe 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
This customer received a CPM unit on 7/22/ He had [redacted] insurance at that time which we submitted the claims to his insurance His [redacted] policy was an 80/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/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
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 $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 $for the month of December since he returned the cpap unit in December The remaining $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 $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/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/as that was over days ago and we do not keep old used supplies at our stores.Sorry that he is upset about receiving a bill for $but knew at time of set up that his insurance was only going to pay 80%
Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Contact Name and Title: [redacted] Contact Email: ***@providerplus.com We sent a service technician out to her house last week and have been working with the manufactuer regarding her power wheelchairThe manufactuer has agreed to replace the motor which should be here within a day or soOnce the new motor arrives we will make arrangements with her to have her motor replaced which should fix the issue
Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Contact Name and Title: [redacted] President Contact Phone: XXXXXXXXXX Contact Email: ***@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 upThis is why our company offers a "free" day refit for all our customersI specically have been emailing this customers wife(person who sent complaint in) and told her what her husbands insurance allowed each monthShe insisted her husband receive additional supplies even if the insurnace company did not allowWhen we shipped the order to our customer we only shipped what the insurance allowed per the customerAlso, we will not and do not deliver cpap supplies as it cost more money to deliver than to shipIf 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 locations to get their suppliesWe 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
This customer received a CPM unit on 7/22/ He had [redacted] insurance at that time which we submitted the claims to his insurance His [redacted] policy was an 80/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/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
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 $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 $for the month of December since he returned the cpap unit in December The remaining $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 $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/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/as that was over days ago and we do not keep old used supplies at our stores.Sorry that he is upset about receiving a bill for $but knew at time of set up that his insurance was only going to pay 80%
Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Contact Name and Title: [redacted] Contact Email: ***@providerplus.com We sent a service technician out to her house last week and have been working with the manufactuer regarding her power wheelchairThe manufactuer has agreed to replace the motor which should be here within a day or soOnce the new motor arrives we will make arrangements with her to have her motor replaced which should fix the issue