SD Mendenhall & Associates

Complaint ID: *** Dear Ms***:ZOLL is responding to the letter received 10/17/for the above ID number ***.The consumer states he would have returned the LifeVest on or before February 10th, if he was aware of the insurance carrier’s refusal to cover his billingHe was
asked, by ZOLL, to continue wearing vest in order for ZOLL to appeal his insurance carrier’s denial, after he had set a return date for the equipmentThe consumer believes he should not be responsible for any fees incurred after his initial request to return the 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, regarding his financial obligation for the LifeVestHowever, 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.
Reference to ID ***, I find the response from Zoll Lifevest as acceptableThank you for your time and effort.Sincerely,*** ***

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,
*** ***

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***:We are responding to the letter we received for the above complaint IDWe apologize for the delay in responding to this matter.Mr*** originally contacted our office on 10/14/regarding his concerns with his accountOn 10/19/we responded to Mr
***’s concernsWe informed Mr*** that his account balance would be adjusted to zeroThis did not occur at the time the letter was sent resulting in Mr*** receiving another statement in errorWe have updated his account as of 11/12/to reflect a balance.We hope this addresses Mr***’s concerns regarding his accountIf you have questions I can be reached at ###-###-####.Sincerely,James C***

Complaint ID: *** Dear Ms***:ZOLL is responding to the letter received January 29, for the above ID number ***.The consumer states she has been engaged in discussions with ZOLL to correctly determine her account balance.ZOLL has taken the consumers concerns seriously
ZOLL has completed their investigation of the concerns outlined in the consumer’s statementPart of the investigation involved a detailed review of internal accounting, cash application processes, and after reviewing the consumers account, ZOLL and our patient have come to a mutual agreeance of the balance due.Sincerely, Paul C***ZOLL

Complaint ID: *** Dear Ms***:ZOLL is responding to the letter received for the above ID number ***.The consumer stated the LifeVest was improperly fit, causing multiple alarms in error, and the LifeVest had caused a rash which required additional medical attentionAfter
review of our records and a discussion with the patient, it was determined the alarms were correct in nature due improper wearing of the vestThe consumer was reeducated as to the proper wear and given cleaning instructionsAt no time was ZOLL made aware of the rash issue by the consumer.ZOLL has taken the consumers concerns seriouslyPart of the investigation involves a detailed review of internal account memos, listening to call recordings and direct discussions with ZOLL representatives.ZOLL has completed their investigation of the concerns outlined in the consumer’s statementDue 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***

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***-VVe are responding to the letter we received dated 7/1/for the above ID number.The consumer feels ZOLL was not helpful assisting all the problems associated with the Life VestThe consumer stated he asked ZOLL to take the Life Vest back and it was
done in a timely mannerThe consumer stated he was advised he would have no out of pocket expenseThe consumer stated he hardly used the Life Vest, and it was more of a hindrance than a sense of reliefThe consumer is asking ZOLL to accept his insurance payment made on 12/18/2015, 02/19/2016, 03/11/206, and 04/01/totaling the amount of $6,as payment in fullZOLLhas taken your concerns seriouslyTo ensure a thorough review of your concerns, I had to involve other areas of our businessOur device was created with the main purpose to save lives and this is the function of the Life Vest.I have completed my investigation into the consumer's grievanceI was able to verify with the consumers insurance company (Reference # ***) that dates of service 11/24/2015, 12/24/2015, 01/24/processed correctly and the balance of $4,is owed by the consumerI was unable to verify whether or not the ZOLL representative communicated the information statedHowever, due to the consumer's negative experience, I have adjusted the account balance to $as a courtesy.Sincerely,Barry H*** **ZOLL

Complaint ID: ***Dear MsPalmer-Edwards:ZOLL is responding to the letter dated 11/15/for the above ID number ***.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 further statesZOLL 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 interna! account memos, listening to any 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.Barry H***, JrZOLL

I have been in contact with Zoll at 1***7...I have been told by Marybelle from ZOLL that they are attempting to retract my collections case back to them, as this was not my fault and was between my insurance company and Zoll...however I am worried because once my insurance pays their
portion(which is being sent through me to ZOLL but I have not received a check yet) I am left with a multi thousand dollar bill from ZOLLNow Marybelle and Pam initially told me via phone that once my insurance pays they would eliminate my portion, but during my last conversation with Marybelle she says that may or may not be the caseSo I still have no bill for my portion, just a huge thousand dollar threat being hung over my headI notified Marybelle, and each person I spoke with that I am completely disabled and have no income of my own, so I am hoping that they will be willing to work with meWhen you have to use a Lifevest you are never given an amount that you will owe until after it is already in use...in fact you are told that until your insurance pays they can't give you a set amount you will owe...and that is what I am still being told which seems unfair and extremely tough on someone to set aside money for a much needed medical device

Complaint ID: * *** Dear Ms***:ZOLL is responding to the letter received 9/21/for the above ID number ***The consumer stated the LifeVest was improperly fit, causing frequent alarms to sound in errorThe consumer also stated she was dissatisfied with the ZOLL
representatives she spoke with, regarding her concerns with the financial obligation associated with the LifeVest.ZOLL has taken the consumer’s concerns seriouslyPart of the investigation involved a detailed review of internal account memos, listening to call recordings and direct discussions with ZOLL representatives.After the initial fitting, the consumer made ZOLL aware of the loose fitment, due to a change in the consumer’s weightZOLL sent a replacement garment upon notification as a solution to the consumer’s concernsIn regards to the consumer’s financial obligation, a phone discussion took place on October 14, 2015, during which ZOLL and the consumer entered into a monthly payment agreementThe consumer honored the payment agreement for four (4) monthsHowever, after reviewing the consumers account, ZOLL feels the representatives who handled the consumers account did not provide the customer service ZOLL strives to deliver.ZOLL has completed their investigation of the concerns outlined in the consumer’s statementDue 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

Complaint ID: [redacted] Dear Ms. [redacted]ZOLL is responding to the letter received 10/28/2016 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] coverage. The...

consumer stated, he was told by the ZOLL representative, there would not be an out-of-pocket expense. The 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 seriously. ZOLL has completed their investigation of the concerns outlined in the consumer’s statement. Part 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 obligation. However, 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

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.
Complaint ID: [redacted]  Dear Ms. [redacted], I did not expect ZOLL to admit to the wrongdoing that was inflicted upon a helpless person in the hospital during a horrific experience.  The point is, I signed the paperwork only because Harris L[redacted] told me that there would be no cost and did not mentioned that my insurance would be filed.  I did not read the paperwork because I relied on the answers to my questions that were given by Mr. L[redacted].  This will never happen to me again. Since ZOLL will not take responsibility for their actions, my last request is to ask Mr. L[redacted] not to mislead a patient ever again.  He should have told me that the insurance would be filed and that I needed to verify the payment benefits with my insurance carrier before accepting the product.  When I was told that the machine was free and at no cost to me, I believed that totally.  Mr. L[redacted] provided several examples of people that received the machine at no cost.  This was very misleading. Morally, I was treated wrong by a ZOLL representative. If the company really takes pride in their services, please speak to Mr. L[redacted] about his sales tactics and require him to stop misleading patients. Unfortunately, this trickery has caused financially hardship to me because I do not have $800 to pay for a machine that I would have never accepted if I was not mislead. Sincerely,   [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.  Ms. [redacted]:  Thank-you for a speedy resolution. It is much appreciated. I tried to send correspondence to[redacted] in acceptance and that link does not work.  Do I understand you will be handling correspondence to them from this point?ZOLL:  P.  C[redacted]--Thank you for a fair resolution after a lengthy ordeal.  The $0.00 balance on this bill is an acceptable resolution--providing I receive no further notices oral or written, nor anything sent from Zoll to a credit bureau, collection etc.,-then this is adequate and I have no need for further action. Regards, [redacted]

Complaint ID: [redacted]Dear Ms. [redacted]:ZOLL is responding to the letter received 1/17/17 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 did not function as he was informed and...

malfunctioned on numerous occasions with what he deemed to be false alarms. The consumer stated he called on several occasions and was able to receive 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 seriously. ZOLL has completed their investigation of the concerns outlined in the consumer’s statement. Part 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 obligation. However, 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 $0 balance, as a courtesy to the consumer.Sincerely,  Paul C[redacted]ZOLL

Complaint ID: [redacted] Dear Ms. Palmer-Edwards:ZOLL is responding to the letter received 11/16/17 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 seriously. ZOLL has completed their investigation of the concerns outlined in the consumer’s statement. Part 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 8/24/2017. This claim was correctly processed by the carrier and their assigned coinsurance was billed to the consumer. However, 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 Ms. [redacted]:ZOLL is responding to the letter received 6/13/2017 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 device. Additionally, he raises concerns, stating...

the vest was malfunctioning due to false 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 seriously. ZOLL has completed their investigation of the concerns outlined in the consumer’s statement. Part 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 explained. By 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 Agreement. However, 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 consumer. Sincerely, Paul C[redacted]ZOLL

As you requested, I am responding to your letter to me of 7/26/17, which was attached to Zoll Lifecor Corporation's letter of July 20, 2107,As Zoll's Lifecor Corp. letter states, they have agreed to "adjust the (my) account reflect a zero balance, as a courtesy to the consumer". I accept Zoll's honest response and consider the matter closed. I can't thank the Revdex.com enough for their intervention, which brought about this resolution to the situation.It is certainly wonderful to have access to the Revdex.com, a true guardian that protect the rights of the American consumer.

Complaint ID: [redacted] Dear Ms. [redacted]:We are responding to the letter we received dated 5/23/16 for the above ID number.The consumer feels ZOLL was not helpful assisting all the problems associated with the Life Vest. The consumer stated he asked ZOLL to take the Life Vest back and it was...

not done in a timely manner. The consumer had his wife and a ZOLL representative wash the Life Vest. After the laundering of the Life Vest, the Life Vest still did not fit properly. The consumer stated he hardly used the Life Vest, and it was more of a hindrance then a sense of relief. The consumer is asking ZOLL to accept his payment he made on February 16, 2016 in the amount of $324.59 as payment in full.ZOLL has taken your concerns seriously. To ensure a thorough review of your concerns, I had to involve other areas of our business to research why the equipment did not fit properly. Unfortunately our device is not manufactured to fit comfortably for every patient who wears it; but every best effort is made. Our device was created with the main purpose to save lives and this is the function of the Life Vest.We have completed our investigation into the grievance stated in your letter. We were able to verify the payment made on February 16, 2016 was accepted as payment in full. One of our ZOLL representatives spoke with the consumer on May 23 016 and advised him that the adjustment was completed. The statement was sent out in error. The patient has no balance owed to ZOLL.Sincerely,Barry H[redacted]ZOLL