Roman'">Hello, I am contacting you regarding case #*** from *** ***I contacted your office previously and your email was provided to me as a method to provide the status of a case
Ms*** had concerns with purchasing the IR cable to download blood glucose results from an Accu-Chek Compact Plus blood glucose meterIn her letter to the Revdex.com, she expressed that she felt the IR cable should have been provided and not require a separate purchaseSince receiving this case from the Revdex.com, we have spoken with Ms*** and provided the IR cable for downloading free of chargeProviding the IR cable was the desired settlement outlined in the Revdex.com letterMs*** indicated she was pleased with this resolution and did not have further concerns
Thank you for sharing Ms***'s concern and allowing the opportunity to respondShould you have additional questions or need additional information on this case, please let me know
Thanks***
*** ***
Director, Customer Support
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I have received the device
Regards,
*** ***
Hello, I am contacting you regarding case #[redacted] from [redacted]I contacted your office previously and your email was provided to me as a method to provide the status of a case
"margin: 14pt 0.05in 0.0001pt;">Mr[redacted] has concerns with purchasing the ACCU-CHEK Diabetes Manager softwareIn the Revdex.com letter, Mr[redacted] indicated he ordered the software in December and has not received his orderIn looking at the order history, Mr[redacted]'s credit card was declined and therefor the order was not fulfilled/shipped at that timeTo address Mr[redacted]'s concerns, we placed an order for the software yesterday (3/30/15) and shipped it via Federal Express overnightWe attempted to contact Mr[redacted] to inform him of the orderUnfortunately, we did not connect with Mr[redacted] and instead left him a voicemailThank you for sharing Mr[redacted]'s concern and allowing the opportunity to respondShould you have additional questions or need additional information on this case, please let me knowThanksSally
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1) Their response claims I was trained 1-7-12, I was living in California at this time, I was trained in Chicago in 2010
2) in their response they state I was reactivated 12-2-15 for weekly testing, I was never notified and my doctor has stated it was not for weekly testing, but monthly up to weekly if needed.
3) in their response they state they called me on 12-15-15, according to AT & T records that phone call to my phone number was never placed.
4) in their response they state they called me on 12-17-15, according to At&T records that phone call to my phone number was never placed.
5) in their response they state they sent a letter on 12-19-15, the letter was dated 12-7-15, which just shows more deception and that the phone calls were never placed.
6)In their response they state they called at 3:22 PM EST and got a voicemail, AT & T record show that was when I called them.
7) in their response they claim April 13, 2012 was date of claim to my insurance, I was living in California under care of another doctor, I have informed my insurance of this so they can demand repayment.
8) in their response they claim their would be no testing in 2015 which would affect my deductible, but in the same letter they claim I was not compliant for not testing in 2015.
9) In a letter dated 2-27-15 Ive received since filling this complaint the opening line reads " Recently, we received a phone call from your healthcare provider about your CoaguChek Patient Services account." I had an appointment with my doctor on 2-29-16 and 3-12-16, I showed him this letter and asked him about this, he stated I never spoke with anyone from CoaguChek regarding you.
This is an extreme example of continuing deception hoping I just give up and don't respond. In my opinion this is a disreputable company and the only thing their response has done has angered me more and look at filling a complaint with the attorney general of the State of Illinois.
Regards,
[redacted]
In response to IT) [redacted], we have thoroughly reviewed our records of the documented training, test results reported, non-compliance letters sent and reactivations. Our review found that weappropriately followed our procedures for the services provided. We have credited the patient's account for the outstanding balance as he requested We now consider the matter closed We apologize for any inconvenience this patient has encountered.
Please let us know If you have any further questions.
Sincerely,
Kirk [redacted]
Director, Consumer and Clinical Operations
In response to ID [redacted] we have reviewed the patient's history with CoaguChek Patient Services. Below is a summary of his service history.Patient was trained January 7, 2012. At the time of training, patient received a meter, test strips, and lancing devices. This patient has a prescribed...
testing frequency of weekly. It is important to note that CoaguChek Patient Services does not bill for testing supplies, but bills per a physician fee schedule, [redacted]. Per this code, we are able to bill the patient after they report to us four test results. We received a total of four test results from this patient in 2012 (January-April). During 2012 and 2013 the patient went non-compliant (not testing per prescribed frequency) several times. Each time, the doctor would re-prescribe our services; however, the patient would fail to report any test results. April 20, 2013 was the last time the account was inactivated for non-compliance.On November 9, 2015, the patient called in and spoke with one of our clinical specialists stating that he would like to begin home testing with us again. During this phone conversation, the patient also updated his mailing address and phone number. Our clinical representative emailed the appropriate party in order to receive a new prescription to begin services.On November 10, 2015, our customer service department started the process to obtain a new prescription.On November 23, 2015 we were able to get in touch with the medical doctor on file, and obtain their new phone, fax, and address.December 2, 2015 the patient was re-activated once again for weeldy testing by the prescribing doctor.December 15, 2015 a non-compliant phone call went to the patient and was answered by a human at 2:30 pm EST. The phone number dialed was 310-600-8804. The non-compliant phone call is automatically generated to patients that have not tested per the prescribing doctors' prescription, and we ask the patient to contact us immediately for follow up. December 17, 2015 at 2:30 pm EST a second non-compliant phone call was placed to the patient and was answered by voicemail. The same phone number was utilized.Neither phone calls were responded to by the patient.December 19, 2015 the patient and the doctor were sent a letter stating that the patient had not tested for the week and a compliance occurrence had been obtained. Patients receive 2 reminder calls during a given week, and a letter at the end of the same week if the patient did not test and report their result per the testing frequency. This cycle can occur 3 times in a rolling 90 days before the account goes inactive.December 29, 2015 another non-compliant phone call was placed to the patient due to not testing at 3:22 pm EST and was answered by voicemail.December 30, 2015 the patient called customer service due to receiving a compliance call. Patient stated that he did not have strips, so our customer service agent bypassed the compliance occurrence per procedure and placed an order for strips. On the back- end, the system recognized that the patient had an outstanding balance from 2012. A Hold was placed on the account, which would not allow him to order additional supplies, due to the outstanding balance of $18.19.The patient balance of $18.19 was a result of claim date of service from April 13, 2012. Insurance paid $162.81 and the patient balance of $18.19 was placed on account in May 2012. We underwent a transition for our billing, effective Jan of 2013. The patient started in our billing system with this balance in Feb. of 2013. He was sent 5 statements spanning Feb. 2013 to May 2013, and updated his address from CA to IL during this timeframe. During this timeframe, he also received 8 automated recordings trying to collect left on an answering machine through Feb. 2014. Our procedure in 2014, was to apply a hold on the account after collection attempts were not successful.
In response to his settlement:
We have written off the $18.19 as bad debt. We will not be sending out 6 months of supplies. There is no charge for supplies, and an actively reporting weekly tester receives 1 box of strips every 30 days. As of February 26, 2016, the patients account is in an active status, and no test results have been reported as of March 2, 2016. Also, there is no discount given for Blue Cross customers. His coverage consists of a $200 deductible, then 90% coverage after that. Any bills generated are the patients' responsibility post insurance payment. He also would not have received a bill in 2015 since no test results were reported. All processes have been followed by our organization, and multiple communication paths were attempted with this patient.
Please be assured that CoaguChek Patient Services takes all customer concerns very seriously. We continuously reinforce high standards of customer service to ensure patient safety and satisfaction,Please let us know if you have any further questions.
Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This company continues it's deception, continues to send letters to my doctor and myself stating I'm not compliant with testing. They have NEVER attempted to contact me nor send me the needed supplies to actual do the testing. This company's rating should be down graded immediately to discourage others from using them. Their last letter did nothing to address all the deception they were caught in their previous response, including the contradiction within their own response. They have misbilled my insurance for services never rendered, they have claimed to perform testing and sending supplies to me in Chicago while I was living in Los Angeles under the care of another doctor. I have also filed a complaint against them with the Attorney General of Illinois regarding this matter.
Regards,
[redacted]
Roman'">Hello, I am contacting you regarding case #*** from *** ***I contacted your office previously and your email was provided to me as a method to provide the status of a case
Ms*** had concerns with purchasing the IR cable to download blood glucose results from an Accu-Chek Compact Plus blood glucose meterIn her letter to the Revdex.com, she expressed that she felt the IR cable should have been provided and not require a separate purchaseSince receiving this case from the Revdex.com, we have spoken with Ms*** and provided the IR cable for downloading free of chargeProviding the IR cable was the desired settlement outlined in the Revdex.com letterMs*** indicated she was pleased with this resolution and did not have further concerns
Thank you for sharing Ms***'s concern and allowing the opportunity to respondShould you have additional questions or need additional information on this case, please let me know
Thanks***
*** ***
Director, Customer Support
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I have received the device
Regards,
*** ***
Hello, I am contacting you regarding case #[redacted] from [redacted]I contacted your office previously and your email was provided to me as a method to provide the status of a case
"margin: 14pt 0.05in 0.0001pt;">Mr[redacted] has concerns with purchasing the ACCU-CHEK Diabetes Manager softwareIn the Revdex.com letter, Mr[redacted] indicated he ordered the software in December and has not received his orderIn looking at the order history, Mr[redacted]'s credit card was declined and therefor the order was not fulfilled/shipped at that timeTo address Mr[redacted]'s concerns, we placed an order for the software yesterday (3/30/15) and shipped it via Federal Express overnightWe attempted to contact Mr[redacted] to inform him of the orderUnfortunately, we did not connect with Mr[redacted] and instead left him a voicemailThank you for sharing Mr[redacted]'s concern and allowing the opportunity to respondShould you have additional questions or need additional information on this case, please let me knowThanksSally
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1) Their response claims I was trained 1-7-12, I was living in California at this time, I was trained in Chicago in 2010
2) in their response they state I was reactivated 12-2-15 for weekly testing, I was never notified and my doctor has stated it was not for weekly testing, but monthly up to weekly if needed.
3) in their response they state they called me on 12-15-15, according to AT & T records that phone call to my phone number was never placed.
4) in their response they state they called me on 12-17-15, according to At&T records that phone call to my phone number was never placed.
5) in their response they state they sent a letter on 12-19-15, the letter was dated 12-7-15, which just shows more deception and that the phone calls were never placed.
6)In their response they state they called at 3:22 PM EST and got a voicemail, AT & T record show that was when I called them.
7) in their response they claim April 13, 2012 was date of claim to my insurance, I was living in California under care of another doctor, I have informed my insurance of this so they can demand repayment.
8) in their response they claim their would be no testing in 2015 which would affect my deductible, but in the same letter they claim I was not compliant for not testing in 2015.
9) In a letter dated 2-27-15 Ive received since filling this complaint the opening line reads " Recently, we received a phone call from your healthcare provider about your CoaguChek Patient Services account." I had an appointment with my doctor on 2-29-16 and 3-12-16, I showed him this letter and asked him about this, he stated I never spoke with anyone from CoaguChek regarding you.
This is an extreme example of continuing deception hoping I just give up and don't respond. In my opinion this is a disreputable company and the only thing their response has done has angered me more and look at filling a complaint with the attorney general of the State of Illinois.
Regards,
[redacted]
In response to IT) [redacted], we have thoroughly reviewed our records of the documented training, test results reported, non-compliance letters sent and reactivations. Our review found that weappropriately followed our procedures for the services provided. We have credited the patient's account for the outstanding balance as he requested We now consider the matter closed We apologize for any inconvenience this patient has encountered.
Please let us know If you have any further questions.
Sincerely,
Kirk [redacted]
Director, Consumer and Clinical Operations
In response to ID [redacted] we have reviewed the patient's history with CoaguChek Patient Services. Below is a summary of his service history.Patient was trained January 7, 2012. At the time of training, patient received a meter, test strips, and lancing devices. This patient has a prescribed...
testing frequency of weekly. It is important to note that CoaguChek Patient Services does not bill for testing supplies, but bills per a physician fee schedule, [redacted]. Per this code, we are able to bill the patient after they report to us four test results. We received a total of four test results from this patient in 2012 (January-April). During 2012 and 2013 the patient went non-compliant (not testing per prescribed frequency) several times. Each time, the doctor would re-prescribe our services; however, the patient would fail to report any test results. April 20, 2013 was the last time the account was inactivated for non-compliance.On November 9, 2015, the patient called in and spoke with one of our clinical specialists stating that he would like to begin home testing with us again. During this phone conversation, the patient also updated his mailing address and phone number. Our clinical representative emailed the appropriate party in order to receive a new prescription to begin services.On November 10, 2015, our customer service department started the process to obtain a new prescription.On November 23, 2015 we were able to get in touch with the medical doctor on file, and obtain their new phone, fax, and address.December 2, 2015 the patient was re-activated once again for weeldy testing by the prescribing doctor.December 15, 2015 a non-compliant phone call went to the patient and was answered by a human at 2:30 pm EST. The phone number dialed was 310-600-8804. The non-compliant phone call is automatically generated to patients that have not tested per the prescribing doctors' prescription, and we ask the patient to contact us immediately for follow up. December 17, 2015 at 2:30 pm EST a second non-compliant phone call was placed to the patient and was answered by voicemail. The same phone number was utilized.Neither phone calls were responded to by the patient.December 19, 2015 the patient and the doctor were sent a letter stating that the patient had not tested for the week and a compliance occurrence had been obtained. Patients receive 2 reminder calls during a given week, and a letter at the end of the same week if the patient did not test and report their result per the testing frequency. This cycle can occur 3 times in a rolling 90 days before the account goes inactive.December 29, 2015 another non-compliant phone call was placed to the patient due to not testing at 3:22 pm EST and was answered by voicemail.December 30, 2015 the patient called customer service due to receiving a compliance call. Patient stated that he did not have strips, so our customer service agent bypassed the compliance occurrence per procedure and placed an order for strips. On the back- end, the system recognized that the patient had an outstanding balance from 2012. A Hold was placed on the account, which would not allow him to order additional supplies, due to the outstanding balance of $18.19.The patient balance of $18.19 was a result of claim date of service from April 13, 2012. Insurance paid $162.81 and the patient balance of $18.19 was placed on account in May 2012. We underwent a transition for our billing, effective Jan of 2013. The patient started in our billing system with this balance in Feb. of 2013. He was sent 5 statements spanning Feb. 2013 to May 2013, and updated his address from CA to IL during this timeframe. During this timeframe, he also received 8 automated recordings trying to collect left on an answering machine through Feb. 2014. Our procedure in 2014, was to apply a hold on the account after collection attempts were not successful.
In response to his settlement:
We have written off the $18.19 as bad debt. We will not be sending out 6 months of supplies. There is no charge for supplies, and an actively reporting weekly tester receives 1 box of strips every 30 days. As of February 26, 2016, the patients account is in an active status, and no test results have been reported as of March 2, 2016. Also, there is no discount given for Blue Cross customers. His coverage consists of a $200 deductible, then 90% coverage after that. Any bills generated are the patients' responsibility post insurance payment. He also would not have received a bill in 2015 since no test results were reported. All processes have been followed by our organization, and multiple communication paths were attempted with this patient.
Please be assured that CoaguChek Patient Services takes all customer concerns very seriously. We continuously reinforce high standards of customer service to ensure patient safety and satisfaction,Please let us know if you have any further questions.
Sincerely,
Stephanie [redacted]
Clinical Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This company continues it's deception, continues to send letters to my doctor and myself stating I'm not compliant with testing. They have NEVER attempted to contact me nor send me the needed supplies to actual do the testing. This company's rating should be down graded immediately to discourage others from using them. Their last letter did nothing to address all the deception they were caught in their previous response, including the contradiction within their own response. They have misbilled my insurance for services never rendered, they have claimed to perform testing and sending supplies to me in Chicago while I was living in Los Angeles under the care of another doctor. I have also filed a complaint against them with the Attorney General of Illinois regarding this matter.
Regards,
[redacted]