Quality Team Inc

Initial Business Response /* (1000, 5, 2015/08/31) */
I have looked into the matter that you have sent to my office from *** ***Ridgecrest it not one of Quality Team's service areas since it is hours from BakersfieldSince Ridgecrest does not have a local provider willing to
service power wheelchairs, we do occasionally go into the area if we have several people requesting serviceMedi-Cal is a difficult insurance to deal with and requires the physicians Rx and proper paperwork, after we receive all paperwork from the physician we must send in for an authorization (TAR)The following is information in regards to the complaint: The physician did not comply with our initial requests for a prescription and forms that must be filled outThe patient is responsible to have the physician complete necessary paperworkThe law requires that we cannot drive the paperwork it must be between the physician and patient, we are only allowed to request paperwork from the physicianWe did make an initial error on the Medi-Cal codes that we requested for repairs and could not dispense using the wrong codesThe use of wrong codes is viewed by Medi-Cal as fraudWe did receive authorization (TAR) and replace the batteries on the chair, this made the chair functionalThis chair is operational and can be used by the patient at this time, the patient is not strandedWe have requested a Treatment Authorization Request (TAR) for the other components of the chair that need replacing but are not essential for the operation of the power wheelchairErrors were made on our part as well as the physician and patient's but our hands are tied in regards to the TAR approvals for the new tires and wheel bearingsWe will schedule the added service of this chair when Medi-Cal approves our TAR request and we are back in the service area
Initial Consumer Rebuttal /* (3000, 11, 2015/09/16) */
I'm responding to your letter I received regarding case #XXXXXXXX: Quality Team Inc
You stated I needed to reply to your letter by 9-11-I don't thinks my response will get to you by that dateAs I didn't receive your letter until 9-8-
I want to say if Quality Team had informed me from the beginning that they do not normally service the Ridgecrest areaThat I would have chosen another company to fix my chair
There are other companies that fix electric chairsThat do service the Ridgecrest area
I chose Quality Team because of their location
They were the closest chair repair company to Ridgecrest, and I thought my chair would be fixed the fastest by them for that reason
Turns out I was wrongSix months to repair a chair that a patient is totally reliant onIs unacceptable
Quality Team stated in their response that they had trouble receiving information from the doctor
They stated it way my responsibility to see to it the doctor filled out their forms and returned the forms to them
I stated I had talked to *** about this problem in my original complaint to the Revdex.com
After a month and a half of not hearing from Quality Team about repairing my chairI called and talked to *** to find out why I hadn't heard from themThat's when she told me about the problem with my doctor
She said he wasn't faxing them back with information they needed
I asked her if she had tried to call himShe said "No"I told her if she had called him, This would already be doneI told her if she had called me I could have called him and this would have already been doneHow can I be responsible for what the doctor does if I don't know there's a problem? This could have sat on their desk for yearsIf I hadn't made a call to themTo find out what was taking so longI've worked with other chair companies in the past, and they've always called me if they've had a problem of any kindJust to let me know what was going on with my repairsThey've always called me within three to five daysThey didn't let it sit on their desk and go unresolvedQuality Team stated in their response that they replaced the battery and this made the chair operationalIt absolutely did not! Two of the tires are broken on the chairThey have been this whole time, and are part of the original work order I placed with Quality TeamThe two tires have broken bearings in themIt causes the tires to stick in place, and the chair either stops working or starts spinning in circlesThe front tire starts wobbling at timesCausing the chair to wissle back and forthI've told this to both *** and Gary on the phone Quality TeamQuality Team stated that the chair is operational and can be used by the patient, and the patient is not stranded? How can they say that? It's like driving a car with a flat tireHow far can you on a flat? and what risks do you take of becoming stranded while driving on a flat? I'ts the same with a wheelchairYou don't drive a car with a flatYou don't ride a wheel chair with a busted bearingsQuality Team stated they were waiting for the T.A.Rfrom medical to be approved for the correct order on the tires because they had already gotten approval for the wrong tires they orderedThey've had the approval sent to them alreadyI also know how to contacted medical and check on a T.A.RSo unless medical has given me the wrong informationThe T.A.R was approved before they sent the Revdex.com their responseI've never had medical make a mistake with me in the past about information on a T.A.RQuality Team said there were errors made on my partAs well as theirs and the doctorThey need to define any and all errors that I made because I don't know of any that I've madeIn conclusion the man they sent to replace the battery even stated himself that the tires were really messed upI would have chosen to change repair companies but once one company has submitted a T.A.Rto medical you have to stay with that companyIn answer to the Revdex.com's question " Do you feel this matter has been resolved?" No, I don'tI'd like to say further that Quality Team should inform patients of the areas they don't service and that it will take extra months to make their repairs because of it
Sincerely
*** ***
P.SI don't have access to the internet anymoreIve never had access to a fax machine and my phone is still brokeSuppose to finally be fixed Friday on the 11thWe'll see
Final Consumer Response /* (3000, 14, 2015/09/30) */
At this time we have serviced all repairs authorized by the Medi-Cal TAR on the wheelchair of *** ***We stand by our first letter that states that did not have authorization for the proper partsWe have received the proper service authorization from Medi-Cal at this time and completed the repairs on 9124/At this time we consider this as case closed
Sincerely,
*** ***