Secretly Yours Enterprises Reviews (%countItem)
Secretly Yours Enterprises Rating
Address: 9121 N Military Trl STE 105, West Palm Beach, Florida, United States, 33410-5985
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My mother was charged for services that were covered by her insurance but because an employee coded the product wrong it was denied which we were told by my mother's insurance. When my mother called the store to figure things out they told her it was her responsibility to get the insurance to pay them. Through *** I was told a receipt was coming and a refund was pending. The receipt had a typed response saying they had to charge my mom because blue cross blue shield is a pain to deal with and they hadn't received payment from them. A refund has not been issued. They did not have authorization according to my mom's insurance to charge her card. They should have never asked for her card per the contract the business has with our insurance.
Product_Or_Service: Bras and breast prosthetics
Order_Number: XXXXX
Refund A written apology to my mother and her money back
is not our customer and is receiving second hand information that is inaccurate. The customer was provided supplies on 09/17/18, we processed the claim according to the Insurance Company guidelines, there was no error. Several attempts were made to address the issue with the patient, who never responded. We do maintain credit cards on file when accepting assignment and customers are walking out with product, as the information provide by insurance companies at the time of service is not a guarantee of benefits and subject to all contractual limitations. After several months of attempting to resolve the issue with the customer and no response from the customer (***) We advised her that her card was charged for the amount due on 12/31/18 in the amount of $664.00, Only then did the customer respond, after numerous phone calls with the customer and the Insurance Company, in good faith we refunded the customer $664.00 on 01/04/2019, and we apologized to her for any inconvenience. To date we are working diligently with the Insurance Company to resolve the issue with the claim, in the mean time *** has had possession of the products since September 2018. We have been in business for 17 years and have no history of complaints against us. We have an excellent reputation and many wonderful satisfied customers whom we have been dealing with for many years. We follow Insurance guidelines when it comes to the benefit of our clientele, issues do arise with insurance billing that are beyond our control, we strive to go above and beyond for our ladies, it is unfortunate that this situation occurred, had the client responded to us when we were attempting to resolve the situation it could have been avoided. This individual (***) has unfairly harassed us, called us names, and encouraged others to do so that really have no business involving themselves, or any understanding of the circumstances. If she continues to harass us we will have no recourse but to seek legal action.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi my name is ***,I am the mother of ***. The only thing truthful that *** at Secretly Yours said is that I was there on 9/17/18. On that day that I was fitted for my prosthetics I commented to *** that I was not comfortable leaving my acct information. *** response was that is the only way she can place the order, so I left information. In the next few months I received numerous calls from *** asking me to help her by calling my insurance company. I called *** a number of times for her. Each time I called *** they told me it was denied because *** didn't get reauthorization. After each time I called *** I would call *** and tell her the response and she would tell me the insurance company is wrong. This went on for months. Then come December I had two more calls from *** Her voice mail said that I needed to help her get paid. Within a few days of those calls I noticed a charge to my bank account of $664.00 When I called her she proceeded to tell me that it was my responsibility to see that she got paid. It was not a very nice conversation she made me feel horrible, after I told her I didn't return her last two calls because I had another procedure. I told her I could not believe how she was talking to me knowing the kind of cancer surgery I went thru...she told me not to pull the cancer card because she had gone thru cancer also. I couldn't believe what she had just said. I asked her who she was talking to when she called insurance, she told me Care Centrex. Care Centrex is the go between *** and the provider for the products. So I got their number from *** and called them after I got off the phone with Jody. When I called Care Centred they said they denied the claim because of a filing claim mistake and that they contacted Secretly Yours to tell them to refile it correctly. They also said that Secretly Yours had gone against their contract by keeping acct information on file for customers. Care Centrex also told me that *** has them as a division in the insurance so the their customers going thru serious medical conditions don't have to deal with any of the insurance issues. Once my daughter saw how I was treated and how emotionally upset I was she contacted them on Facebook wanting a refund to be given. Their response was that it was my fault and she needed to mind her own business. My daughter messaged back and forth with Secretly Yours and a lady named *** a few times. My daughter posted a picture of a derogatory message that they mailed on a receipt I got. My daughter has not contacted them or spoke to them since. That is when she wrote you the Revdex.com. My daughter has not harrassed them nor has she told anyone to contact them. When I finally received my money back they sent me a receipt in the mail with a very unprofessional and uncaring note attached.
The sequence of events and what we stated previously are true and accurate. There are numerous inaccuracies in ***'s statement, as far as the handling of the insurance and dates etc. This has been an unfortunate experience for us as a business as well, we have apologized for the inconvenience and she was refunded promptly.