Rehab Medical

Thank you for your letter dated December 2, 2015 regarding Ms. [redacted]'s follow up correspondence. The information has been reviewed.
It is not standard operating procedure for Rehab Medical to pick up equipment that has been reported as damaged in an auto accident. Rehab Medical received a copy of Ms. [redacted]'s police report from Ms. [redacted]'s attorney on November 17, 2015. Rehab Medical submitted the police report to Ms.. e,arce's medical insurance provider on November 18, 2015.
Rehab Medical is currently waiting on Ms. [redacted]'s medical insurance provider's approval or denial for a replacement power wheelchair. This was communicated to Ms. [redacted] and her attorney on December 1, 2015-Should you have any addition questions, feel free to contact me.
Sincerely,
 
Jillian [redacted]

Roman"; mso-bidi-font-size: 11.0pt;'>Thank you for your letter dated September 17, 2014 regarding Mr. [redacted] complaint. We have been in contact with Mr. [redacted] regarding his account and are working toward a resolution.
After reviewing Mr. [redacted]'s account and researching information from his insurance provider, Rehab Medical billed Mr. [redacted] for $129.00 in error. We apologize for any inconvenience. Enclosed is a copy of the zero balance statement for Mr. [redacted]'s records.
Should you have any additional questions, please feel free to contact me.
Sincerely,
Jillian [redacted]
Compliance Manager
(317) 813-4244

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.it has been over a week and the power chair is still not fixed.  I received a call from the person who processed the order that she was out of the office at an offsite meeting.  The part is delayed due to someone being out of the office. This is unacceptable.  The order should have been expedited when the person returned to the office.  
Regards,
[redacted]

I contacted Rehab Medical for a power chair in Juli, 2015. They were told at the time they must work through Homelink who is my insurance company's durable medical goods representative. Rehab Medical attempted to go directly to the insurance company. Rehab Medical then neglected to have the leg lift system approved by the insurance company which they did later.

Rehab Medical attempted to deliver the power chair without the leg lift being operational. I refused the chair since the leg lift system was the reason I ordered the chair in the first place.

The chair was delivered with the leg lift operational on 1/30/2015, and I then signed for the chair.

In December, 2015, I called the service line since I began to hear a rattle and requested service. I was told I would receive a call. When no call came by February, I called back to follow up. The rattle had stopped and now the right footplate was loose.

When the technician came on 2/4/2016, he asked that I sign for the receipt of the leg lift. Since with the new year came a new annual deductible, and I was told this could not be backdated to the original receipt date of 11/30/2015, I refused. I also inquired about the arm bracket extenders requested in December. There was no record and nothing had been done.

I received my EOB from the insurance company and the invoice from Homelink. I had made payment arrangements with them and made my first payment. Then on 2/12/2016, I received an invoice from Rehab Medical for the same chair. I called their billing department and was assured that they would continue invoicing me until the balance due was paid. In response to my mentioning Homelink's involvement I was told that they have many accounts with them. I contacted the Compliance Officer at Homelink and they sent an email to this billing supervisor when they couldn't reach her on her direct line. I believe this is now cleared.

I spoke to the Compliance Officer at Homelink regarding the oversight on Rehab Medical's part in not billing for the leg lift and he told me that the date of receipt (11/30/2015) should be used but Rehab Medical may have a limited time to submit this claim.

It has now been two weeks since the question of billing for the leg lift device came up and I still have not heard from Rehab Medical what they plan to do.

In summary, Rehab Medical has proven to me that they are unresponsive, irresponsible, and lack even the most rudimentary customer service skills. I would not recommend this company to anyone.

my mother recently rcvd her power chair after waiting months. and paper work was completed and submted to mcare. once mcare rcvd the info, it ws denied due to incomplete medical necessity and signature not done properly by this company. diffinitiely was not the provider fault at all with this. the provider sbmted their info on time. once everything was finally approved. I had to call the company constantly to find out the status of the chair. no form of communication at all with this company. once the chair ws rcvd, it had mechanical problems. which we had to once again call for assistant which no one ever call back. until I had to tell them I wanted the chair picked up. the company ask what the problem was and someone will call us in the mean time they sent two batteries out to my mother as if she knew what to do with them and cant even walk to do anything behind the chair or to where they go. called again left msgs no call bck. someone finally called and I told them we do not want the chair and someone was to come out to pick it up. no one has called or come out. so she continue to scoot around in her Manuel wheel chair. and I have manage to get a mobile from the disable store. I would not recommend this company to my worst enemy

Thank you for your letter dated September 7, 2016 regarding Ms. [redacted]'s complaint. We have been in contact with Ms. [redacted] regarding her manual wheelchair and financial responsibility and are working toward a resolution.
Ms. [redacted] received a manual wheelchair on...

October 14, 2015. Ms. [redacted]'s primary insurance provider paid for 80% of the cost for the manual wheelchair. Ms. [redacted]'s secondary insurance provider did not pay the remaining balance, making this Ms. [redacted]'s financial responsibility.As of the date of this letter, the remaining balance on Ms. [redacted]'s account is S7411.76. Rehab Medical is willing to make payment arrangements with Ms. [redacted] and this has been communicated to her.
Should you have any additional questions, please feel free to contact inc.
Sincerely,Jillian R[redacted] Compliance Officer(317) 813-4244

Thank you for your follow up letter dated March 12, 2015 regarding Ms. [redacted]'s complaint on behalf of Ms. [redacted]. We have been in contact with Ms. [redacted] and Ms. [redacted] regarding Ms. [redacted]'s scooter and have reached a resolution. Rehab Medical ordered the replacement battery cables from the manufacturer on February 5, 2015 and installed same on March 4, 2015. This service was provided to Ms. [redacted] at no charge.              In addition, it was determined during the service appointment that new batteries were needed for the power wheelchair, which are under the manufacturer's warranty. Batteries were shipped from the manufacturer to Ms. [redacted]'s residence. Ms. [redacted] notified Rehab Medical that the batteries were received on March 19, 2015. Should you have any additional questions, please feel free to contact me.
Sincerely,
Jillian R[redacted]

Thank you for your letter dated September 15, 2015 regarding Ms. [redacted]'s complaint on behalf of Ms. [redacted].
Rehab Medical provided Ms. [redacted] with a temporary loaner power wheelchair on June 24, 2014 to use until a specific power wheelchair could be ordered. The equipment order...

for Ms. [redacted] included custom pieces that had to be special ordered from the manufacturer. Unfortunately, delays in the ordering and receiving process did occur and prolonged the process. Ms. [redacted] received her new power wheelchair on April 7, 2015. During this delivery, Rehab Medical picked up the loaner power wheelchair Ms. [redacted] had been using.Since delivering Ms. [redacted]'s power wheelchair, Rehab Medical has provided service to Ms. [redacted]'s equipment as requested by Ms. [redacted] and Ms. [redacted]. Dates of service were August 4, 2015, August 25, 2015, September 10, 2015, and September 17, 2015. As of the last date of service on September 17, 2015 Ms. [redacted]'s power wheelchair is in working order and all items reported by Ms. [redacted] and Ms. [redacted] have been addressed.
Therefore Rehab Medical believes that the issues have been resolved. If there is new information or further assistance needed, feel free 10 contact me.
Sincerely,
Jillian R[redacted]
Compliance Manager