Sound Oxygen Service Inc

Complaint: ***
I am rejecting this response because: I was originally billed an exorbitant amount for items I never asked for and had to pay cash out of my pocketSince this was nearly years ago I no longer have these receiptsI payed them for fear of being sent to collections and felt there was nothing I could do to defend myselfIow Im faced with it again with no guaranty that they will ever stop extorting money from meIts companies like this that make the Revdex.com look badHow can they have an A+ rating and a 100% negative feedback on your own web site for the world to see?
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
I believe because I had the Revdex.com behind me this company resolved our situation and everything is OK nowThank you so much for your help. the company is Sound Oxygen and I hope by using the e-mail on the e-mail sent to me has all the info on it Like my case number which I don't have now but if you need me my phone number is ***Thank you again*** ***Sincerely, *** ***

Thank you for bringing this complaint to our attention.
We did receive an order from the customer on 7/14/15. We have verifiable phone documents to support this. The order was shipped and on 8/14/we received a call from this customer stating that she had requested an
estimate on how much her out of pocket expense would be prior to shipping, which we failed to do for her. She wanted the shipment returned so at that time we sent out a return shipping label and the customer did return the shipment to us on 9/14/15. At that time a credit was created for her account, we notified her insurance company of their overpayment to us due to the return of supplies. Apparently a billing cycle went out at that time and a statement saying she had a balance and late fees due and the credit did not make it onto the statement. The patient's account currently has a zero balance and no late fees are on her account. We do not do any reporting to credit bureaus so no damage could have been done to the customer's credit rating
Again thank you for helping us get this fully explained to the customer

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

We would like to recognize that the customer complaint is valid. We did send him the wrong supplies and were slow in correcting and crediting his account for this mistake. We had the wrong equipment on file for him which resulted in sending him the wrong supplies
We have had
multiple conversations with him in November, December and as recent as January 16th, updating him with our process in correcting this mistake. At this time, our records have been updated with the correct equipment for him, his account has been fully credited for the wrong supplies we had sent him and we have sent him the correct supplies. This patient has double insurance coverage so he will not receive a bill from Sound Oxygen for his supplies he has received from us
We would also like to apologize for the stress and inconvenience this situation has cause for this patient

Mr*** ordered the products on 12/30/15. He was provided a delivery ticket which states our return policy of days and is attached for you to review. He presented at our Wenatchee office on May 19, 2016, almost days after the purchase, with the items he wished to return
and was told at that time that it was past the day return policy and we could not accept the return. He proceeded to leave the items at the office anyway, stating that he had returned them and then left. We would have accepted the return even at days but at days after the purchase is a significant amount of time past our guidelines for return. With a review of his account earlier this week, we had decided to go ahead and process his return as a gesture of good faith
The credit for the returned items has been processed. We do not do any reporting to credit agencies so that is not a factor here

I would like to address each of Mr***'s concerns:Being billed an exorbitant amount for items received from us: Your insurance company dictates how much we can charge them or their insurer for any item or equipment they receive from us. We do not set the pricing.He never asked for items: Mr*** had emailed us from his Gmail account requesting supplies and had called us twice, once on April 14, and on April 21, in regard to this order he had placed. He was following up on his emailed order on the 14th, and on the 21st, he contacted us because he wanted to exchange two of the items we had sent himWe are objecting to the statement that he had never asked for these suppliesHe had to pay cash out of his pocket: Mr*** had not met his deductible with his insurance policy when this invoice had been processed. Patients are responsible for any costs that their insurance policy does not cover. He signed a document (our Delivery Ticket which I had sent to you previously) which states that 1) he received the equipment and 2) if his insurance policy does not pay for the equipment or supplies he receives from us, that he would be responsible for paying for the balance due.There is no debate that Mr*** had made a payment on his account which was for equipment and supplies he had received on his initial setup. That was in the amount of $293.31, paid on invoice #***. The billing in dispute is the result of the invoice (#***) created when he placed his order in April of 2015. We see that on March 13, 2017, Mr*** went onto our Patient Pay Portal and did pay the balance due. I am attaching the invoice showing that he has a zero balance and the payment receipt. We greatly appreciate that he has paid his account in full and there will be no further contact from our company in regard to trying to collect payment.We thank the Revdex.com for helping us to further explain to the patient the billing process, insurance coverage, equipment costs and resolve this concern

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

The patient is correct in stating that we had not mailed him a billing statement.  We have identified this is a problem with our billing process when a particular situation arises as what did in this situation.  The person's account has been taken out of collections and no reporting has...

been done to credit reporting agencies. 
Both our Billing Manager and our Compliance manager have contacted him to explain this situation and our resolution including a full explanation of what occurred and what we are doing to correct the problem with his account.  We have provided him with a billing statement that he can pay off of.

Thank you for bringing this patient concern to our attention.  We have reviewed this account and have put the following in process:
We will be processing a corrected claim (refund) for January and February billing to Premera and the patient does not owe for any co-insurance for those...

months.  We agree the patient owes a balance of $131.85.   
We are reviewing the way this account was handled by the person who spoke with this patient.  It is quite clear the patient was not agreeable with the resolution that came with the conversation and if it would have been brought up to the billing manager's attention, this could have been resolved much quicker.

Thank you for bringing this to our attention.  I have the billing manager reviewing the account and will be back with as response within a couple of days.
[redacted]

Good Morning.  I welcome the opportunity to get this cleared up.  We spoke with you on Feb. 2, 2016 and discussed this payment.  At that time we had told youi that we had not received your payment of $42.47 and asked if you could send us a copy of your...

check.  As of March 31st when we spoke to you last, we still had not received a copy of the check and again asked you to send us a copy of the check.  I have notified the billing supervisor of this escalation in this account and will stop any late fees for the account as long as we can get a copy of the cancelled check.  If you would send the copy of the cancelled check to [redacted] Attn. Beth I will ensure this gets wrapped up as soon as I receive it.  My phone is [redacted] and my email is [redacted] so you can contact me anytime.  It would be ideal if you could let me know when you get the cancelled check in the mail so that I can be on the lookout for it.  Also if you have the capability, you can always email me a copy (front and back) of the check, that'll save you a stamp and envelope!
Beth G[redacted] N[redacted]-HR & Compliance Manager

Complaint: [redacted]
I am rejecting this response because: I still don't see any attempt at a resolution.
Sincerely,
[redacted]

There are 2 pieces to this complaint so I am going to address each one separately here.The Resupply order for supplies:The order in question was placed by the patient through our on line "Portal".  He did notify us that he wanted to return some items and we did send him a return label to return...

what items he did not want to keep but it was never used and the items have never been returned.  This remains open in our system.  If [redacted] would like to return his supplies, while out of our normal 30 day return period, we would be willing to accept any unused, unopened items back and credit his account.  We do have live calls that go out to our patients asking if they are in need of supplies.  Any feedback that the he is willing to share as to the quality and content of the calls I am very interested in listening to.  At no point, should a call be anywhere close to being harassment and I am very concerned that he feels this way.  If acceptable to him I would like to contact him and to hear in more detail his experience so that we could address this with our call staff. The Billing issue:The insurance verification check we did on this patient's insurance at the time (Regence) stated that they would do a 13 month rental then a convert to purchase.  We later found out that, that information was incorrect.  It should have been a 3 month rental and then a convert to purchase on the 4th month, which would have been before his Regence insurance termed June 30, 2016.  This was something we should have caught and are reviewing this specific case with the Director of the Insurance Verification team.   With that said, we owe this patient not only an apology but also a refund.  He paid his portion of the rental for months of July and August which comes to $167.00.  Also the patient will not get the bill of $568.71 for the purchase of the machine as his insurance is paying for it.  The manager of our billing department has adjusted off these charges and has stopped all collection efforts.  His credit will be processed and I will expedite his credit at my end.  He can expect a check within 2 weeks. I welcome the patient to reach out to me directly if he would like.  My email is [redacted]@soundoxygen.com.Thank you for the opportunity to assist this patient.Beth [redacted]HR and Compliance Manager

I am attaching the email string between [redacted] and our employee Jessica for review as well as the delivery ticket [redacted] signed as proof he had received the equipment he was being billed for.  As Jessica described in the attached email, his insurance deductible had not be met so the insurance did not...

pay on this invoice resulting in the insurance "balancing down" or saying that the patient was responsible for the bill.  [redacted] requests that we destroy all records of his account which we cannot do, that would be illegal.  We keep all patient records for a minimum of 7 years.   I hope this clarifies the situation.Beth [redacted] HR & Continuing Care Manager

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.
I strongly disagree with the assertion that this could have been resolved without Revdex.com intervention. I had already had numerous calls with Sound Oxygen, which were escalated to the billing manager, and during which it was made very clear that I was unhappy with how this process was proceeding. 
That said, I am happy with the resolution and the speed at which my account was updated to reflect the proper charges. I've paid my bill in full and will consider this matter resolved.
Sincerely, [redacted]

"copy of check sent for payment to Sound Oxygen. Made out by my wife: [redacted] [redacted] 12/24/2015". 
 
[redacted]Please see attached document[redacted]

Good Morning,
The patient and I have worked out a resolution to this complaint.  I believe you will find that he agrees this has been resolved. 
Thank you for bringing this to our attention.
Beth G[redacted]
HR & Compliance Manager