Reliable Medical Supply, Inc.

Initial Business Response /* (1000, 5, 2015/07/08) */
We have been working with this client on collections issues involving her co-pay since 2013. There has been documented correspondence from our billing department, her insurance carrier and from our outside collection agency. Every time her...

insurance company pays a claim, the client receives an explanation of benefits outlining her payment responsibility. She would then receive a billing statement from us monthly also indicating the amount owed. As of 7/6/2016, IC Systems had called the client 53 times, left 23 messages and sent 4 letters. We have documented numerous conversations about her balance due since 2013. Since her insurance does not pay 100% of her claims, there will always be a copay due. When we suggested that she apply for additional assistance, the client became very angry. We have asked for her to set up a payment plan with either us or the collection agency, but as of today, she has not set anything up. We are willing to work with our clients on a payment plan and do so on a regular basis. She would be able to continue to get supplies if she set up a payment plan. However, the client does not follow thru on the payments. Since working with her over the last couple of years has not cleared up the ongoing account issues, perhaps she needs to find a new provider that can better meet her needs. I have attached de-identified patient chart notes for privacy purposes.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THEY NEVER HAVE SENT ME A BILL THEY ARE NOT BEING TRUTHFUL IN THE LAST MONTH I HAVE RECEIVED A BILL FOR THE RENT ON MY OXYGEN CONCENTRATOR THAT IS THE ONLY BILL I HAVE EVER RECEIVED AND AS FAR HAS WHAT MY INSURANCE SENDS ME AND WHAT THEY SAY I OWE IS WAY OFF MY INSURANCE SAYS I OWE 400.00 THEY SAY I OWE 1500.00 AND WHY DID THEY SEND IT TO A COLLECTION AGENCY BUT COULD NOT EVER SEND ME A BILL FOR ALL THIS IT DOESNT MAKE ANY SENSE YES I WAS ANGRY I HAVE NOT RECEIVED ANY SUPPLIES FROM THE PEOPLE SINCE A YEAR AGO SEPTEMBER OF 2014 I HAVE BEEN REUSING MY SUPPLIES CAUSE I HAVE NO OTHER CHOICE THEY HAVE DROPPED ME FROM THERE SERVICES CAUSE I CONTACTED Revdex.com FOR HELP SO NOW I AM WITH OUT ANY SUPPLIER THIS IS HOW THEY HAVE BEEN TREATING ME EVERYTIME I ASK FOR A COPY OF THE SO CALLED BILL THEY SENT ME THEY TOTALLY IGNORE ME CANT EVEN GET A COPY FROM THEM THEY KEEP CHARGING MY INSURANCE FOR SUPPLIES THAT I HAVE NOT RECEIVED SO NOW MY INSURANCE COMPANY HAS PUT A HOLD ON ANY PAYMENTS GOING TO RELIABLE CAUSE OF DOUBLE BILLING THATS NOT GOOD ON THERE PART THEY NEED TO GET THE STUFF STRAIGHTENED OUT AND STOP TRYING TO COLLECT MONEY THAT THEY ALREADY HAVE GOTTEN THANK YOU [redacted]
Final Consumer Response /* (3000, 11, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because they never billed me for anything this is what I have been trying to say when ever money was due we went in and PAID CASH and picked up our supplies and never received a receipt never got a bill in the mail so they are the ones lying if I had gotten a bill I would have taken care of it when I called to order they said I owed money how can I owe something when I DIDN'T GET A BILL I am so tired of these people they have continued to lie about all this since this all started they can send a statement to a collection agency but I cant get a bill this makes no sense they make no sense been with this company since 2008 and they start doing this why would I all of a sudden stop making payments and why have they never sent me a Bill? so NO I DONT ACCEPT THIS ANSWER I WOULD LIKE TO SEE THEM PULL THIS FROM THE COLLECTION AGENCY AND TOTALLY WIPE THIS BILL CLEAN SINCE THEY HAVE DUMPED ME CAUSE I TURNED THEM IN ACCORDING TO WHITNEY THERE BILLING MANAGER SHE ASKED ME IF I TURNED THEM IN AND I SAID YES SHE THEN SAID SHE WAS TERMINATING MY BUSINESS WITH THEM
Final Business Response /* (4000, 13, 2015/08/04) */
[redacted] See ATTACHED [redacted]

We are currently working with [redacted] our Rehab Manager, [redacted], and the Ti-Lite Sales Rep Dan [redacted] on resolving this issue. Several emails and phone conversations have been exchanged as we all work towards a solution. We are terrible sorry that there has been a lack of communication...

as well as urgency on behalf of the manufacturer. We have now received several of the required CAD drawings and [redacted] has given final approval. The Ti-Lite wheelchair will be ordered on 11/6/2017. We will continue to keep [redacted] notified of the chair's status during production and shipping, and get the chair out to [redacted] as soon as it arrives. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2015/06/19) */
Thank you for your feedback. Reliable Medical Supply keeps a supply of nebulizers in physician's offices to allow patients the ability to leave the office with the necessary equipment. Patients are not forced to take this equipment. It is a...

convenience for them. Each insurance company has a set allowable amount based on the HCPC code of the equipment. That is all they will pay for an item. While the price indicated on the delivery ticket is the charged price, the allowable price is our contracted price. The difference between the two amounts is written-off. Unfortunately, that contract amount is slightly higher than the price the pharmacist quoted. The entire 127.69 that was due included the compressor (machine)and bag, tubing, mask, and a disposable and reusable nebulizer. The claim was sent to the insurance company, and the balance was applied to the deductible. When the insurance company processed the claim, an EOB would have been sent to the patient with an explanation of the charges. While the total of the original equipment and supplies was 260.45, the amount owed was 127.69. Several departments at Reliable spoke to Mr. [redacted] and explained the balance due. We sent a copy of the signed delivery ticket via text messaging because he questioned signing for anything with a purchase amount reflected. After receiving the text, Mr. [redacted] did confirm that the signature on the delivery ticket was his. A certified letter was also sent to Mr. [redacted] explaining that the balance was applied to the deductible. We are sorry that Mr. [redacted] feels he was not given a choice. We want to make it easier on the patient to get the equipment they need regardless of the time they need it. (After hours, weekends) The reason for the delay in the statement was because we only send statements on account monthly; if we received the insurance EOB between statement periods, a new statement would not come out for another month. We are sorry for any misunderstanding. Thank you.