SD Mendenhall & Associates

Complaint ID: [redacted] Dear MsP [redacted] :We are responding to the letter we received for the above complaint ID.In the complaint the complainant states they were informed by a ZOLL representative the LifeVest was paid at 100%, there was no cost to themThey received a bill for $and when they contacted ZOLL they were informed this was incorrectThe charge was correct due to the patient took possession of the LifeVest and therefore the amount billed was owed.When we received the call on 7/21/from the patient’s spouse, they did inform the representative on the phone of the information they state was communicated to themThe patient’s spouse was informed the patient’s policy benefits were 75/and the balance could not be waivedThe patient’s spouse agreed to a lesser amount of the billed amount on the statement.At ZOLL Services LLC we take pride in delivering quality healthcare services to our patients and healthcare partnersThe requested resolution is not one that we can provideWe will review this with the representative(s) and assess any need for re-training or further actionHowever, the patient was correctly billed for their portion of their insurance policy as defined in that policy.Please contact me toll free at [redacted] ext [redacted] if there are any concerns I did not address.Sincerely,James C [redacted] ZOLL

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 Regards, [redacted]

Complaint ID: [redacted] Dear Ms [redacted] ZOLL is responding to the letter received 3/23/for the above ID number [redacted] .The consumer feels deceived and is unhappy with the practices of the agent representing ZOLLThe consumer states the ZOLL representative incorrectly informed them there would not be an out-of-pocket expense, as his insurance carrier would cover the cost of the LifeVest at 100%.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.ZOLL could not definitively validate the contents of the verbal conversation, with the ZOLL representativeHowever, after reviewing the consumer’s account, ZOLL feels the representative who handled the consumer’s account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a $balance.Sincerely,Paul C [redacted] ZOLL

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 Reference ID # [redacted] I will except the results from the business Reference this complaint[redacted] Regards, [redacted]

Complaint ID: [redacted] Dear Ms [redacted] ZOLL is responding to the letter received 10/28/for the above ID number [redacted] .The consumer states ZOLL representatives misrepresented the potential financial responsibility of the consumer and mislead them regarding their [redacted] coverageThe consumer stated, he was told by the ZOLL representative, there would not be an out-of-pocket expenseThe consumer stated he called on several occasions and was asked to provide, what he felt was unreasonable information, to substantiate support he was receiving from family and friends.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.ZOLL could not definitively validate the contents of the verbal conversation, with the ZOLL representative, misleading him about his financial obligationHowever, after reviewing the consumers account, ZOLL feels the representative who handled the consumers account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a zero balance, as a courtesy to the consumer.Sincerely,Paul C [redacted] ZOLL

Complaint ID: [redacted] Dear Ms [redacted] :ZOLL is responding to the letter received 6/13/for the above ID number [redacted] .The consumer’s grievance states, had he been informed of the charges, he would have cancelled usage and returned the deviceAdditionally, he raises concerns, stating the vest was malfunctioning due to alarms and sensors “falling off’The consure feels the payment ZOLL received from his insurance carrier and from himself should be more than adequate to ZOLL and is requesting the balance of his account to be resolved in full.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.ZOLL provides each patient with a Patient Agreement, in which all rental fees are clearly explainedBy signing the Patient Agreement the patient does agree they have been provided, read, and had the opportunity to ask question and therefore understands the Patient AgreementHowever, after reviewing the consumers account, ZOLL feels the representative did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a zero balance, as a courtesy to the consumerSincerely, Paul C [redacted] ZOLL

Complaint ID: [redacted] Dear Ms [redacted] ZOLL is responding to the letter received 2/28/for the above ID number [redacted] .The consumer feels deceived and is unhappy with the practices of the agent representing ZOLL, The consumer feels ZOLL LifeVest caused a rash which prevented the LifeVest from being wornAdditionally the patient feels it was ZOLL’s responsibility to inform them of how their insurance would process a claim, submitted by ZOLL, and predict the possible cost to them.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to cail recordings and written correspondence from his Insurance Carrier.ZOLL could not definitively validate the contents of the verbal conversation with the ZOLL representative, misleading him to feel he would not have a financial obligationHowever, after reviewing the consumers account, ZOLL feels the representative who handled the consumers account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a $balance, as a courtesy to the consumer.Sincerely,Paul M [redacted] ZOLL

Complaint ID: [redacted] Dear MsPalmer-Edwards:ZOLL is responding to the letter received 11/16/for the above ID number [redacted] .The consumer is requesting a full retraction of our billing to Medicare and to him, based on his belief we billed Medicare for three months, and his limited use of the LifeVest.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account processing.ZOLL was able to definitively validate only one billing cycle to the patients insurance carrier for the date of service of 8/24/This claim was correctly processed by the carrier and their assigned coinsurance was billed to the consumerHowever, due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a zero balance and refunded the carrier, as a courtesy to the consumer.Sincerely, Paul C [redacted] ZOLL

Complaint ID: [redacted] Dear MsPalmer-Edwards:ZOLL is responding to the letter received 1/23/for the above ID number [redacted] .The consumer feels deceived and is unhappy with the practices of the agent representing ZOLLThe consumer stated he received a discount promotion letter and promptly made the payment required, expecting the account to be paid in fullThe consumer also states ZOLL continued to bill him after he had made what he believed to be the final paymentThe consumer stated he called on several occasions and was unable to receive help with his financial obligation associated with the Life Vest.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.After reviewing the consumers account, ZOLL feels the representatives who handled the consumers account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a SO balance, as a courtesy to the consumerSincerely,Paul Clougherty

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

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 Regards, [redacted]

Complaint ID: [redacted] Dear Ms [redacted] :ZOLL is responding to the letter received 8/30/for the above ID number [redacted] .The consumer feels deceived and is unhappy with the practices of the agent representing ZOLLThe consumer stated he was told by the ZOLL representative there would not be an out-of-pocket expenseThe consumer stated he called on several occasions and was unable to receive help with his financial obligation associated with the LifeVest.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.ZOLL could not definitively validate the contents of the verbal conversation, with the ZOLL representative, misleading him to feel he would not have to worry about his financial obligationHowever, after reviewing the consumers account, ZOLL feels the representative who handled the consumers account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a $balance, as a courtesy to the consumer.Sincerely,Barry H [redacted] **ZOLL

Complaint ID: [redacted] Dear MsPalmer-Edwards:We are responding to the letter we received for the above complaint ID.In the complaint the complainant states they were informed by the ZOLL representative the LifeVest was paid at 100%, there was no cost to them, after much persuasion there would be no cost they took the LifeVest, they were unaware their insurance was going to be billed, after speaking the ZOLL representative about the billing they received they were told not to worry about the bill as it would be taken care of and received this same information when they called the ZOLL representative when they reached out after every billing.ZOLL has investigated this complaintBased on our investigation, we have concluded our representative did not commit to the patient and/or his spouse the insurance company would cover the LifeVest at 100%The patient agreement signed by the patient indicates their insurance company will be billed for the LifeVest rental and the patient is responsible for any deductible and/or co-insurance or the full cost of the rental if the insurance company does not pay.Medical cost sharing is based on the insurance policy chosen by the patient/memberThe complainant started service in late when his deductible and/or co-insurance had beensatisfied for the yearThe date of service in question is for his deductible and/or co-insurance for calendar year which started his cost sharing obligation over in the new calendar year.The complainant’s resolution is for ZOLL to pay [redacted] for their deductible and/or coinsurance as defined by their medical policy/contract with their insurance carrierAlthough we acknowledge the complainant’s dispute, we do not agree with his resolutionAt ZOLL Services LLC we take pride in delivering quality healthcare services to our patients and healthcare partners.Please contact me toll free at ###-###-#### if there are any concerns I did not address.Sincerely,James C***ZOLLEnclosure

Complaint ID: [redacted] Dear Ms [redacted] :ZOLL is responding to the letter received 1/12/for the above ID number [redacted] .The consumer feels deceived and is unhappy with the practices of the agent representing ZOLLThe consumer feels ZOLL Life Vest representative did not provide him with financial information as to the cost of the Life Vest.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.ZOLL could not definitively validate the contents of the verbal conversation, with the ZOLL representative, misleading him to feel he would not have to worry about his financial obligationHowever, after reviewing the consumers account, ZOLL feels the representative who handled the consumers account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a $balance, as a courtesy to the consumer.Sincerely,Paul M [redacted] ZOLL

Complaint ID: [redacted] Dear Ms [redacted] :ZOLL is responding to the letter received 2/8/for the above ID number [redacted] .The consumer feels deceived and is unhappy with the practices of the agent representing ZOLLThe consumer feels ZOLL LifeVest mislead them to believe the LifeVest was fully covered by their insurance carrier, when in fact it was only partially coveredAdditionally, there was no mention of the rental period of thirty days, and had the patient know this would have followed up with his physician sooner to prevent a second billing cycle,ZOLL has taken the consumers concerns seriousiyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.ZOLL could not definitively validate the contents of the verbal conversation, with the ZOLL representative, misleading him to feel he would not have to worry about his financial obligationHowever, after reviewing the consumers account, ZOLL feels the representative who handled the consumers account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a $balance, as a courtesy to the consumer.Sincerely,Paul C [redacted] ZOLL

March 8, 2017Revdex.com of Western PennsylvaniaHoliday DriveSuite 220Pittsburgh, PA 15220Complaint ID: [redacted] Dear Ms [redacted] :ZOLL is responding to the letter received 02/14/for the above ID number [redacted] .The consumer feels deceived and is unhappy with the practices of the agent representing ZOLLThe consumer feels ZOLL LifeVest did fully instruct patient on the proper use or possible cost of LifeVestAdditionally, patient states LifeVest malfunctioned on multiple occasionsThe consumer called on several occasions and was offered help with his financial obligation associated with the LifeVest, but now feels he should not be held responsible for malfunctioning equipment.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.ZOLL could not definitively validate the contents of the verbal conversation, with the ZOLL representative, misleading him to feel he would not have to worry about his financial obligationHowever, after reviewing the consumers account, ZOLL feels the representative who handled the consumers account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a $balance, as a courtesy to the consumerSincerely, Paul C [redacted] ZOLL

Complaint ID: [redacted] Dear MsPalmer-Edwards:ZOLL is responding to the letter received 12/30/for the above ID number [redacted] .The consumer feels deceived and is unhappy with the practices of the agents representing ZOLLThe consumer stated he was told, by the ZOLL representative, there would not be an out-of-pocket expenseThe consumer stated he called on several occasions and was dissatisfied with the help received in regards to his financial obligation associated with the LifeVest.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.ZOLL could not definitively validate the contents of the verbal conversation, with the ZOLL representative, misleading him to feel he would not have a financial obligationHowever, after reviewing the consumer’s account, ZOLL feels the representative who handled the consumer’s account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a zero balance, as a courtesy to the consumer.Sincerely,Paul C [redacted] ZOLL

Complaint ID: *** Dear Ms***:ZOLL is responding to the letter for the above ID number ***.The consumer feels deceived and is unhappy with the practices of the agent representing ZOLLThe consumer feels his ZOLL LifeVest did not function as he was informed and
malfunctioned on numerous occasions, with what he deemed to be alarms.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.ZOLL could not definitively validate the contents of the verbal conversation, with the ZOLL representative, misleading him to feel he would not have to worry about his financial obligationHowever, after reviewing the consumers account, ZOLL feels the representative who handled the consumers account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a $balance, as a courtesy to the consumer.Sincerely,Paul C***ZOLL

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

Complaint ID: *** Dear Ms***:ZOLL is responding to the letter received 8/30/for the above ID number ***.The consumer states prior to discharge he was visited by a ZOLL representative and was told it was necessary for him to wear the ZOLL LifeVest as he was in a weakened
stateAdditionally, he states he was informed, on multiple occasions, there wouldn’t be any issues with his insurance carrier, as they knew the importance of the LifeVestThe consumer feels “duped” by the sales representative due to approval issues with his insurance carrierZOLL did utilize all available options to appeal the insurance carrier’s decision on the LifeVest.ZOLL has taken the consumers concerns seriouslyZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal account memos, listening to call recordings and written correspondence from his Insurance Carrier.ZOLL was not able to validate the contents of the verbal conversation, with the ZOLL representative, misleading him to feel he would not have to worry about the financial obligationHowever, after reviewing the consumers account, ZOLL feels the representative who handled the consumers account did not provide the customer service ZOLL strives to deliver.Due to the consumer’s negative experience, ZOLL has adjusted the account to reflect a $balance, as a courtesy to the consumer.ZOLL