Terrytown Academy Incorporated

September 11, 2015Ms [redacted] Revdex.com [redacted] ***Re: Case # [redacted] Dear [redacted] :Thank you for allowing us to have additional time to review and respond to this issueMcKesson Patient Care Solutions Inc(MPCS) strives to provide the highest quality services and products and considers any customer concern of the highest importance.Therefore, in regard to the complaint filed with the Revdex.com (Case # [redacted] ), we have investigated the issue and were unable to identify a specific system issue, but we regard this circumstance as an issue with a manual accounting process used for applying paymentsAs a result, we are going to continue to monitor processes, including how products are shipped and billed when expedited shipping is requested, so that we can assess whether this customer’s issue was an isolated issue or has occurred (or is likely to occur) to others.In the meantime, MPCS has updated the account to reflect full payment for the product and the shipping, and further invoicing should not occur.MPCS is focused on continually improving its processes to help ensure overall customer satisfactionThat being said, we appreciate the feedback provided so that we could better address our overall process and prevent similar issues in the future.Should you have any questions, please do not hesitate to contact me at [redacted] ***.Sincerely,Meredith H***Manager, Government Programs Compliance

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]

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 do appreciate both the Revdex.com and McKesson for working together to get this misunderstanding resolved In addition, I wish to especially thank them for responding in writing that this situation has been completely resolved Regards, [redacted]

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.My reason is that on February 9th, I received a phone call from Paula S [redacted] of McKesson which went to my voice mail I immediately returned the call and spoke to her She apologized to me for the mixup and said they would issue a credit to close out this invoice Today, March 2nd, I have received yet another invoice from them I called Paula S [redacted] and received her voice mail I left her a message with my name and account number asking her to return my call Realizing that I failed to leave my phone number, I called back and once again got her voice mail I then left my name, account number and phone number I am awaiting to hear from her.I totally agree with what McKesson said in their response about my insurance being canceled for the month of July 2016, and the reason is that I had not my share of cost for that month What they did not say that is what matters My order was placed when I had reached my share of cost for the month They delayed shipment and then submitted the bill to the Medicaid in July Additionally they will not even take an order unless I have met the share of cost This is verified by their office each time an order is placed and since I had met the share of cost and Medicaid would pay for it in the month of June, they processed my order I have spoken to several people within McKesson regarding this None are willing to accept blame or to acknowledge the mistake was on their end, except for my conversation with Paula S [redacted] But it appears as if something went amiss in getting that handled in a timely manner.I wish this to remain open until such time as this invoice is handled by McKesson They are the one that made the mistake Not me Regards, [redacted]

July 22, 2015*** *** ***Revdex.com*** *** *** *** *** *** ***Re: Case #*** Dear *** ***:Thank you for granting us additional time to respond to this correspondenceWith summer vacation schedules, it took me a little longer to collect the
information needed for a complete responseWe appreciate the opportunity to respond to Mr***s complaint.McKesson Patient Care Solutions Inc(MPCS), formerly National Rehab Equipment, Inc., strives to provide high quality services and products, and we are concerned that Mr*** did not have a satisfactory experienceMPCS considers each complaint very seriously to understand the root cause of any issue so that it can learn whether any issues can be corrected for the future.We were able to essentially confirm the issues noted by Mr***, although our records indicate that Mr*** called April 2, to initiate the order for orthopedic shoesOur records also show that days of the delay involved the Easter weekend and scheduling in an office location chosen by Mr***, and there were only days between the first clinical appointment (April 16) and the appointment for a trial fit of the shoes (May 7)On May the shoes were sent to a cobbler named *** *** in VirginiaTypically, cobbler services take one month to completeMPCS did make repeated follow ups to *** *** during the month of June with no success and ordered a second pair of shoes from another manufacturer in case the first set was lostFinally, in late June, MPCS was able to ascertain that the cobbler had been hospitalized unexpectedly for an extended period of time.Since the date of Mr***s complaint, the shoes arrived from *** *** on July 2, MPCS called Mr*** and scheduled him that afternoon in the office location of the April visit and messengered the shoes to that office for same day fitting.We believe that Mr***s experience is an unusual eventHowever, MPCS will carefully monitor the performance of *** *** to assess turnaround timeUnfortunately, there are not a wide variety of cobblers available for this specialized service, and MPCS’s experience is that there is a one-month minimum wait for the final stage of preparation for this product regardless of cobbler chosenMPCS will try to more clearly emphasize the timeline to patients.If I can be of further assistance to you in any way, please contact me at ***.Sincerely,Lisa M***SrDirector, Government Programs Compliance ***

February 5, 2016Ms*** ***The Revdex.com*** *** *** *** *** ** ***RE: Complaint Case #***Dear Ms***,McKesson Patient Care Solutions Inc(MPCS) received the letter dated 01/22/and appreciates the opportunity to review and respondMPCS
strives to provide the highest quality services and products and considers any customer concern of the highest importance.MPCS is a provider of medical equipment that receives orders and referrals from physicians for medical products, dispenses products directly to individuals and bills insurances on the individuals’ behalf when they assign benefits to MPCSIn addition, MPCS is a subset of the larger corporation, which consists of several other businesses, including but not limited to wholesale distributionAs a result, it may appear that certain products are available through MPCS, but may only be available through wholesale distribution.Therefore, in regard to the complaint filed with the Revdex.com (Case #***), there appears to have been a lack of clarity and communication regarding the ability for MPCS to provide the product directly to the individual in the size requestedAs a result, MPCS Management will be re-educating staff where necessaiy to prevent future communication issues and to improve the overall customer ordering processFurther, MPCS Management has reached out to the customer to assist in providing an appropriate, available product and to provide a point of contact for a more immediate response.MPCS is focused on continued improvement to help ensure quality sendee and overall customer satisfactionWe appreciate the opportunity to respond and will continue to evaluate processes so that similar issues may be prevented in the future.Sincerely,Meredith H***Manager, Government Programs Compliance

McKesson Patient Care Solutions Inc(MPCS) received notification of a customer concern via letterdated August 30, MPCS considers any customer concern of the highest importance andappreciates the opportunity to review the circumstances and provide resolution.According to the customer, it
appears that she unexpected received a bill for a product received fromMPCSIt was her understanding that her insurance would be billed and that it would cover ioo percentof the cost.Based on review of the situation, it appears that her insurance improperly processed the product, and asa result, applied an associated costHowever, an MPCS representative working on the claim, followedupwith the insurance company, who identified the error and indicated that they would prioritize claimprocessing to resolve the outstanding balance.As of the date of this letter, it appears that this customer no longer has an outstanding balance withMPCS and should not receive any future statements.MPCS strives to provide the highest quality products and services to each customerWe regret theinconvenience caused, and will continue to evaluate our processes to ensure constant improvement

March 26, 2018VIA FIRST CLASS MAILThe Revdex.com ATTN: *** *** *** Holiday Drive, Suite Pittsburgh, PA 15220Re: Complaint ID #*** Dear Ms***McKesson Patient Care Solutions Inc(MPCS) received the letter dated 03/15/that outlines a customer’s concern
regarding communication and delivery delaysMPCS considers any customer concern of the highest importance and appreciates the opportunity to respond to the concerns expressed by this customer.In an effort to resolve the challenges the customer experienced when ordering his supplies, an MPCS customer service leader reached out several times, but it appears that the customer was not availableMPCS will continue to attempt to reach this customer so that we can provide resolution directly.MPCS has recently undergone changes in its operational system, which has resulted in some delays in order processing and longer than call hold timesWe regret the inconvenience and we are actively addressing immediate supply needsFor customers receiving certain products, MPCS has made online ordering available on its website: www.mpcs.mckesson.com.MPCS continues to be focused on providing quality services and seeks opportunities for improvement to ensure overall customer satisfactionWe recognize the frustration experienced by some of our customers and will evaluate our processes to prevent similar issues from occurring in the future.Sincerely,Meredith H***Manager, Government Programs Compliance(** ***
***

June 28, 2016VIA FIRST CLASS MAILMs*** ***The Revdex.com*** *** *** *** *** ** ***RE: Complaint Case #***Dear Ms***,McKesson Patient Care Solutions Inc(MPCS) received your letter dated 06/14/that outlines complaint case number ***
MPCS strives to provide the highest quality services and products and considers any customer concern of the highest importance.MPCS is a provider of medical equipment that receives orders and referrals from physicians for medical products, dispenses products directly to individuals and bills insurances on the individuals’ behalf when they assign benefits to MPCSUpon reviewing the customer’s concerns, it appears that MPCS had two addresses listed for this customer -one in the state of Florida and a P.OBox in OhioAccording to the shipping records, the supplies were shipped, delivered and received at the Florida addressAs a result, the customer’s insurance was billed, and the benefit copayment was applied to the customer’s account, which resulted in the customer’s balance of $20.79.As indicated in the complaint, it appears that the customer did not receive his suppliesAs a result, MPCS will process a credit to his insurance, and has credited $to his accountTherefore, he should not receive any additional statements from MPCS moving forward.MPCS regrets any inconvenience this caused, and is focused on continued improvement to help ensure quality service and overall customer satisfactionWe appreciate the opportunity to respond and will continue to evaluate processes so that similar issues may be prevented in the future.Sincerely,Meredith H***Manager, Government Programs Compliance

February 22, 2017VIA FIRST CLASS MAILMs*** ***The Revdex.com*** *** *** *** *** ** ***RE: Complaint Case #***Dear Ms***,McKesson Patient Care Solutions Inc(MPCS) received your letter dated 02/02/that outlines complaint case number
***MPCS strives to provide the highest quality services and products and considers any customer concern of the highest importance.MPCS is a provider of medical equipment that receives orders and referrals from physicians for medical products, dispenses products directly to individuals and bills insurances on the individuals’ behalf when they assign benefits to MPCSUpon reviewing the customer’s concerns, it appears that the order was placed on June 29, and was processed through a number of required steps, including verification of benefits, and sent over for shippingThe order was shipped on July 1, which constitutes the date of service, or the date required when billing the patient’s insuranceAs a result, it appears that the cost of the order applied to the new month.In accordance with the insurance requirements, MPCS is required to obtain and maintain authorization from a treating physician that substantiates medical necessity, and is required prior to submitting claimsIn addition, it appears on 08/03/16, MPCS received a rejection from the customer’s insurance company indicating that he was not eligible for benefit coverage on the date of serviceIt was further confirmed that customer’s insurance eligibility was terminated effective 07/01/2016.MPCS records indicate that there were a number of calls with members of customer service, billing, and MPCS management in which some explanation was provided, including the restrictions on the ability of MPCS to change a date of service.MPCS regrets any inconvenience this caused, and is focused on continued improvement to help ensure quality service and overall customer satisfactionWe appreciate the opportunity to respond and will continue to evaluate processes to improve the customer experience.Sincerely,Mereditn M***Manager, Government Programs Compliance

RE: Complaint Case #***, follDear Ms***,McKesson Patient Care Solutions Inc(MFCS) received your letter dated 03/02/providing notification that the customer was dissatisfied with the responseTherefore, to address his outstanding concerns, MPCS reached out to the patient directly to reach resolution.It appears that while the account was previously adjusted to address the outstanding balance, this occurred after a statement was generated and sentThe MPCS team lead confirmed that the adjustment occurred, and notified the customer on 03/08/that his account should be up to date with no outstanding balance.MPCS appreciates the continued opportunity to review and respond to concerns reported from customersWe regret any inconvenience and will continue to worlc to improve processes to better meet the needs of our customers.Sincerely,Meredith H***Manager, Government Programs Compliance

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]

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.My reason is that on February 9th, I received a phone call from Paula S[redacted] of McKesson which went to my voice mail.  I immediately returned the call and spoke to her.  She apologized to me for the mixup and said they would issue a credit to close out this invoice.  Today, March 2nd, I have received yet another invoice from them.  I called Paula S[redacted] and received her voice mail.  I left her a message with my name and account number asking her to return my call.  Realizing that I failed to leave my phone number, I called back and once again got her voice mail.  I then left my name, account number and phone number.  I am awaiting to hear from her.I totally agree with what McKesson said in their response about my insurance being canceled for the month of July 2016, and the reason is that I had not my share of cost for that month.  What they did not say that is what matters.  My order was placed when I had reached my share of cost for the month.  They delayed shipment and then submitted the bill to the Medicaid in July 2017.  Additionally they will not even take an order unless I have met the share of cost.  This is verified by their office each time an order is placed and since I had met the share of cost and Medicaid would pay for it in the month of June, they processed my order.  I have spoken to several people within McKesson regarding this.  None are willing to accept blame or to acknowledge the mistake was on their end, except for my conversation with Paula S[redacted].  But it appears as if something went amiss in getting that handled in a timely manner.I wish this to remain open until such time as this invoice is handled by McKesson.  They are the one that made the mistake.  Not me.
Regards,
[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. 
Regards,
[redacted]

August 23, 2016VIA FIRST CLASS MAILMs. [redacted]The Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: Complaint Case #[redacted]Dear Ms. [redacted],McKesson Patient Care Solutions Inc. (MPCS) received the letter date 08/10/2016 that outlines the complaint cited in case number...

[redacted]. MPCS considers any customer concern of the highest importance and appreciates the opportunity to respond to the concerns expressed by this customer.It appears that the customer spoke with an MPCS Manager, and reported concerns regarding an outstanding balance of $416.10. After review of his account and the circumstances reported, the customer’s account was adjusted on 06/24/2016 to show no balance due. According to our records, it appears that the last statement generated was dated 06/14/2016, which falls prior to this adjustment. However, as of 08/23/2016, the customer’s account shows now outstanding balance.MPCS is focused on continued improvement to help ensure quality service and overall customer satisfaction. We regret any inconvenience caused, and will continue to evaluate processes so that similar issues may be prevented in the future.Sincerely, Meredith H[redacted]Manager, Government Programs Compliance

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 do appreciate both the Revdex.com and McKesson for working together to get this misunderstanding resolved.  In addition, I wish to especially thank them for responding in writing that this situation has been completely resolved.
Regards,
[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. 
Regards,
[redacted]

September 11, 2015Ms. [redacted]Revdex.com[redacted]Re: Case #[redacted]Dear [redacted]:Thank you for allowing us to have additional time to review and respond to this issue. McKesson Patient Care Solutions Inc. (MPCS) strives to...

provide the highest quality services and products and considers any customer concern of the highest importance.Therefore, in regard to the complaint filed with the Revdex.com (Case #[redacted]), we have investigated the issue and were unable to identify a specific system issue, but we regard this circumstance as an issue with a manual accounting process used for applying payments. As a result, we are going to continue to monitor processes, including how products are shipped and billed when expedited shipping is requested, so that we can assess whether this customer’s issue was an isolated issue or has occurred (or is likely to occur) to others.In the meantime, MPCS has updated the account to reflect full payment for the product and the shipping, and further invoicing should not occur.MPCS is focused on continually improving its processes to help ensure overall customer satisfaction. That being said, we appreciate the feedback provided so that we could better address our overall process and prevent similar issues in the future.Should you have any questions, please do not hesitate to contact me at [redacted].Sincerely,Meredith H[redacted]Manager, Government Programs Compliance