The Community Leader Publishing

To Whom It May Concern:Please let this letter serve as the response of Renaissance Medical, LLC to the notice of consumer complaint [redacted] dated 05/24/regardingsupplies provided to [redacted] R***A copy of the notice and complaint are attached asExhibit A.I spoke with the patient today and he stated that he had talked with our staff in the Louisville location concerning the return of supplies purchased as self-pay by credit card on Mach 31, When he attempted to return the items to our Louisville location on April 28, hewas incorrectly told he could only exchange the mask and headgear.Our return policy is that CPAP mask and headgear may be returned for full refund within days of purchaseThe refund would be issued to the original method of paymentAccording to the Louisville office staff, Mr [redacted] did not have the credit card with him that was used to purchase the suppliesHe stated he would return to our office with the correct card for refundMr [redacted] did not come back nor call with the needed credit card informationWithout the credit card information, the refund could not be issued by the locationIn order to resolve this matter in the quickest way possible, we will mail this customer a check in the amount of $from our corporate office todayCopy attached Exhibit B.I have spoken with Mr [redacted] personally and apologized to him concerning the manner in which his issue was handledI have also passed this information along to Betty Richards, the Louisville Branch Manager, so we can be certain this does not happen in the futureI told Mr [redacted] we were refunding the $payment by check and would zero his account balance.If you have questions or further explanation is necessary, please do not hesitate to call me at [redacted] .Sincerely, [redacted] ***

Spoke with both Mr*** and his wife today and have resolved any issues they had with the mask replacement incident on June They have requested that we credit back their debit card for the maskI have shared the CC information with *** and she will complete the refund credit
todayMr*** was satisfied with our service prior to this incident and was appreciative of the refundThey were given my contact information for any issues that may arise in the futureI have also discussed how e should respond to all pt requests/complaints with *** and he will reiterate our policy of full satisfaction for the client with our staff

[I would like them to mail me the equipment that has already been purchased.Thank you!]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Please see attachments.Please see our response pursuant to the receipt of a Revdex.com consumer complaint form for [redacted] requesting the following:1) Return of CPAP Equipment already purchased by my insurance company without anyfurther charges.[redacted] received a CPAP ([redacted]), Humidifier...

([redacted]) and supplies from our company on April 26, 2016. He has [redacted] primary and [redacted] secondary insurance coverage. The CPAP is a monthly rental item rented for thirteen months and the humidifier and Supplies are purchased items and all are adjudicated according to the subscriber's [redacted] policy guidelines.Please see attached Customer Account History with the corresponding [redacted] primary and [redacted] secondary explanation of benefits following each date of service. This will verify that the charges submitted to [redacted] and [redacted] by [redacted] Medical were processed correctly. Exhibit A pages l-19.Mr. [redacted] returned his equipment on July 5, 2016, against medical advice. Please see attached signed and dated pickup ticket and discharge form. Exhibit B pages 1-2.Mr. [redacted] then contacted [redacted] Medical on 10/04/2016 to be setup with his CPAP again. We explained to Mr. [redacted] that he would not be charged for the humidifier (E0562) as it was previously purchased by his insurance company. Had he completed the setup of the equipment, his CPAP would have been rented for the remaining 10 months, per [redacted] guidelines, and his humidifier would have been returned for no charge. The supplies are considered disposable and cannot be returned to [redacted]. If he returned those with his CPAP we would have disposed of them as a courtesy. Therefore, he would be responsible for the purchase of the new supplies. When we told him the amount due for today was S147.86 for the CPAP rental, full face mask and tubing he stated he thought there would be no charge, when We tried to explain the charges, he left.We will be happy to return the humidifier ([redacted]) back to Mr. [redacted] as his insurance did purchase it. But the CPAP unit [redacted]) has not been paid to purchase and is still a rental item.If you have questions or further explanation is necessary, please do not hesitate to call me at [redacted].Sincerely,[redacted]Director of Billing and ITEnclosures:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I do accept the refund and am grateful for all efforts on behalf of the Revdex.com. However, the local branch response is not true. I was never offered a refund by them in any way. I was refused any action by the local office other than replacement equipment. I was never asked about a credit card. I always have my card on my person. I will consider the matter closed financially, but I absolutely disagree with their statement.

To Whom It May Concern:Please let this letter serve as the response of Renaissance Medical, LLC to the notice of consumer complaint [redacted] dated 05/24/2016 regardingsupplies provided to [redacted] R. [redacted]. A copy of the notice and complaint are attached asExhibit A.I spoke with the patient today and...

he stated that he had talked with our staff in the Louisville location concerning the return of supplies purchased as self-pay by credit card on Mach 31, 2016. When he attempted to return the items to our Louisville location on April 28, 2016 hewas incorrectly told he could only exchange the mask and headgear.Our return policy is that CPAP mask and headgear may be returned for full refund within 30 days of purchase. The refund would be issued to the original method of payment. According to the Louisville office staff, Mr. [redacted] did not have the credit card with him that was used to purchase the supplies. He stated he would return to our office with the correct card for refund. Mr. [redacted] did not come back nor call with the needed credit card information. Without the credit card information, the refund could not be issued by the location. In order to resolve this matter in the quickest way possible, we will mail this customer a check in the amount of $99.41 from our corporate office today. Copy attached Exhibit B.I have spoken with Mr. [redacted] personally and apologized to him concerning the manner in which his issue was handled. I have also passed this information along to Betty Richards, the Louisville Branch Manager, so we can be certain this does not happen in the future. I told Mr. [redacted] we were refunding the $99.41 payment by check and would zero his account balance.If you have questions or further explanation is necessary, please do not hesitate to call me at [redacted].Sincerely,[redacted]