To Whom It May Concern; I have received and completed my research of complaint # [redacted]. Upon investigation, it validated that the patient had made payment in full. An error was made at the time the payment was received as unfortunately it was applied the incorrect account....
The payment has been relocated to the patients account and the balance is now zero.Thank you, [redacted]Director of Patient AccountingAugusta Health
I received the letter you sent to [redacted] regarding complaint ID# [redacted]. We are aware of Mr.[redacted] discontent and have conducted a thorough review of the service provided to him and the claim whichwas sent to his insurance for services rendered. Unfortunately, despite our multiple...
attempts to help Mr.[redacted] better understand what has transpired, he continues to feel the steps we have taken were notappropriate. Please allow me to summarize the chain of events.On December 30, 2014 we provided a courtesy loaner CPAP unit to the patient's wife so her husband's defectiveCPAP could be evaluated for repair and/or replacement. Per insurance policy, the CPAP unit was sent back to themanufacturer (Respironics) for an evaluation and estimate for repairs. The manufacturer determines if the unit canbe repaired and whether repairs are covered under warranty; we do not replace a unit unless the manufacturerstates the unit is beyond repair. Respironics notified us that the Mr. [redacted]'s CPAP unit's issues wererepairable, but these repairs would not be covered under warranty. We provided authorization for Respironics toproceed with the needed repairs. The repaired CPAP unit was later returned to us, and we made arrangements forthe customer to pick up the repaired unit on April 15, 2015. During this transaction, the patient's wife signeddocuments allowing us to bill their insurance for the repairs. There was no financial responsibility due at that timeas the customer's insurance had yet to determine the amount the patient would owe once deductibles andcontractual adjustments had been applied to the claim. After the patient's insurance processed the claim, thepatient's financial responsibility/coinsurance on the claim was $20.87. Care Home Medical billed the customer$20.87 on four separate occasions, but did not receive any payments. After the fourth billing cycle this claim wasreleased to collections on October 31, 2015.On October 30, 2015 Mr. [redacted] spoke with one of our customer service representatives who attempted toresolve his concerns by explaining the unit was not covered under warranty and his wife had signed authorizing hisinsurance to be billed for the repair. He was not satisfied with her response so he requested to speak to amanager. He then spoke with [redacted], Customer Service Manager, who explained what had happened. Again,Mr. [redacted] did not accept our explanation.We strive to communicate accurate information to our customers; unfortunately, misunderstandings can and dooccur due to the complexities of dealing with insurances, manufacturers, and customers. We hope thisexplanation provides some closure.Sincerely,[redacted] Director
To Whom It May Concern; I have received and completed my research of complaint # [redacted]. Upon investigation, it validated that the patient had made payment in full. An error was made at the time the payment was received as unfortunately it was applied the incorrect account....
The payment has been relocated to the patients account and the balance is now zero.Thank you, [redacted]Director of Patient AccountingAugusta Health
I received the letter you sent to [redacted] regarding complaint ID# [redacted]. We are aware of Mr.[redacted] discontent and have conducted a thorough review of the service provided to him and the claim whichwas sent to his insurance for services rendered. Unfortunately, despite our multiple...
attempts to help Mr.[redacted] better understand what has transpired, he continues to feel the steps we have taken were notappropriate. Please allow me to summarize the chain of events.On December 30, 2014 we provided a courtesy loaner CPAP unit to the patient's wife so her husband's defectiveCPAP could be evaluated for repair and/or replacement. Per insurance policy, the CPAP unit was sent back to themanufacturer (Respironics) for an evaluation and estimate for repairs. The manufacturer determines if the unit canbe repaired and whether repairs are covered under warranty; we do not replace a unit unless the manufacturerstates the unit is beyond repair. Respironics notified us that the Mr. [redacted]'s CPAP unit's issues wererepairable, but these repairs would not be covered under warranty. We provided authorization for Respironics toproceed with the needed repairs. The repaired CPAP unit was later returned to us, and we made arrangements forthe customer to pick up the repaired unit on April 15, 2015. During this transaction, the patient's wife signeddocuments allowing us to bill their insurance for the repairs. There was no financial responsibility due at that timeas the customer's insurance had yet to determine the amount the patient would owe once deductibles andcontractual adjustments had been applied to the claim. After the patient's insurance processed the claim, thepatient's financial responsibility/coinsurance on the claim was $20.87. Care Home Medical billed the customer$20.87 on four separate occasions, but did not receive any payments. After the fourth billing cycle this claim wasreleased to collections on October 31, 2015.On October 30, 2015 Mr. [redacted] spoke with one of our customer service representatives who attempted toresolve his concerns by explaining the unit was not covered under warranty and his wife had signed authorizing hisinsurance to be billed for the repair. He was not satisfied with her response so he requested to speak to amanager. He then spoke with [redacted], Customer Service Manager, who explained what had happened. Again,Mr. [redacted] did not accept our explanation.We strive to communicate accurate information to our customers; unfortunately, misunderstandings can and dooccur due to the complexities of dealing with insurances, manufacturers, and customers. We hope thisexplanation provides some closure.Sincerely,[redacted] Director