SD Mendenhall & Associates

Complaint ID: [redacted]Dear Ms. [redacted]:ZOLL is responding to the letter received 8/30/16 for the above ID number [redacted].The consumer feels deceived and is unhappy with the practices of the agent representing ZOLL. 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 unable to receive help with his financial obligation associated with 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 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,Barry H[redacted]. ZOLL

Complaint ID: [redacted] Dear Ms. Palmer-Edwards:ZOLL is responding to the letter received 12/30/16 for the above ID number [redacted].The consumer feels deceived and is unhappy with the practices of the agents representing ZOLL. 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 dissatisfied with the help received in regards to his financial obligation associated with 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 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 obligation. However, 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

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. Palmer-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 complaint. Based 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/member. The complainant started service in late 2014 when his deductible and/or co-insurance had beensatisfied for the year. The date of service in question is for his deductible and/or co-insurance for calendar year 2015 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 carrier. Although we acknowledge the complainant’s dispute, we do not agree with his resolution. At 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[redacted]ZOLLEnclosure

ZOLL is responding to the letter received 6/29/2017 for the above ID number [redacted].The consumer is unhappy with the practices of the agent representing ZOLL. The consumer feels ZOLL LifeVest did not function as he was informed, and was provided misinformation as to possible insurance coverage for...

the LifeVest. The consumer stated he wrote to ZOLL on several occasions and was not able to receive help with his financial obligation associated with 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 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 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 2/8/17 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 mislead them to believe the LifeVest...

was fully covered by their insurance carrier, when in fact it was only partially covered. Additionally, 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 seriousiy. 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 1/23/17 for the above ID number [redacted].The consumer feels deceived and is unhappy with the practices of the agent representing ZOLL. The consumer stated he received a discount promotion letter and promptly...

made the payment required, expecting the account to be paid in full. The consumer also states ZOLL continued to bill him after he had made what he believed to be the final payment. The 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 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.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 consumer. Sincerely,Paul Clougherty