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]
I reviewed the patient's account and found it was appropriately referred to a third party collection agency. This account was not reported to any credit bureaus. The account has been paid, and the balance is currently zero. I confirmed with the collection agency that the account is closed in their...
system. I left a message for the patient's mother, [redacted], requesting a call back to discuss.
[redacted] (Revenue Cycle Manager) spoke with the patient regarding the product he received. The patient's main complaint was with the product and how it was not constructed very well. The "fuzzy" part of the velcro strap came off in three weeks. As per our discussion, I am going to...
forward this information to the manufacturer and as a courtesy to the client, I have zeroed out the balance on the account. A zero balance statement will be sent to the patient to verify that his account is closed with Dura Medic. The patient was appreciative and thanked [redacted] for reaching out to him to discuss his concerns.
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]
The payments addressed in the original complaint have been voided and refunded. I attempted to contact the patient via the phone number provided and left a voice mail message with my direct contact information. I also emailed the patient with further details (see below). I hope this issue is...
resolved and we apologize for the confusion and inconvenience. [redacted]Billing Manager- Dura Medic, LLC[redacted]Email sent to patient:From: [redacted] Sent: Monday, July 25, 2016 11:04 AM To: 'P[redacted]' <P[redacted]> Cc: Subject: Payment Plan with Dura Medic, LLC Hello Ms. [redacted], I would like to apologize for the confusion and inconvenience regarding your payment arrangement with Dura Medic. There was a balance discrepancy in our system that caused the over draft. I have voided the transaction that was pending today July 25 in the amount of $10.00. I also refunded the $10.00 payment that was processed on June 25. Please allow 3-5 business days for your credit card company/bank to process this request. Thank you for your business and your cooperation and patience in resolving this matter. I also left a voice mail message at the contact number you provided. Please contact me directly if you have any further issues or concerns. Thank you, [redacted] Billing Manager Dura Medic, LLC[redacted], Ste. [redacted] (Ext. [redacted] (direct)[redacted] (fax)www.[redacted].com
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 also understand that my balance will reflect a zero balance as a result of accepting this resolution. With regards to Duramedic filing a claim with BCBS of Texas, I discussed this with BCBS of Texas and they DO NOT have any record of a claim being filed. This fact does not have to be resolved here since Duramedic is adjusting my balance to Z-E-R-O.
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 some what satisfactory to me. My wife tried calling Ms. [redacted] back at 2:45pm on 9/19/16 at her private number [redacted] and left a message. She has not returned my wife's call. I am at work and am unable to return her call by 4:00pm CST as she stated this would be the time she would be leaving work. We have gone to the Tricare website to see if in fact Dura Medic has filed a claim for secondary insurance as she stated in her email they have done. It is not reflecting on the website, not even stating in process. So I am sure the claim was not filed until today and Tricare has not had time to even acknowledge a claim has been filed.I will be watching to see in fact if a claim has been filed.
Regards,
[redacted]
Good Morning Mrs. [redacted],I apologize for your frustration and concerns with our product. Please understand we always try to bill the insurance company and only bill patients who either haven’t met their deductible/copay or when their insurance has refused to pay. We will appeal the initial...
processing of this claim, with your insurance company. Since this was an emergency room visit, we believe your insurance company should have processed this claim according to your Emergency Room benefits without regard to our network status. Regarding your concern with our pricing; in order for us to provide our products to a hospital, our company has to be licensed by several layers of government, as well as insured and certified by various organizations. Our representatives have to be certified annually and registered. Our products have to be hospital grade and handled correctly at every phase of our operation. Everything about our process of providing this service is much more expensive than a retail operation. We trust that when our products are issued to patients in the hospital, medical necessity has been established by the attending physician. Again, we apologize for any inconvenience that has occurred as a part of our service to you or your family member. We will be issuing a refund to you for the payment you have made towards this balance, as well as cancelling the established payment plan, and will not pursue you, the patient, or the insured, for the cost of this product. We appreciate you taking the time to contact us regarding your concerns and hope you find this issue resolved. If you have any other questions, please contact me directly at [redacted] anytime between 9am and 4pm CST.Thank you,[redacted]Billing ManagerDura Medic, LLC
In regards to the complaint filed by Mr. [redacted], please details below that was emailed to Mr. [redacted] today, 09/19/2016 ([redacted].[redacted]@sbcglobal.net):Hello Mr. [redacted],
I apologize for the inconvenience in your multiple attempts to contact Dura Medic. Our policy is to return voicemail and email...
inquiries within 24 hours of receipt. I will personally look into your specific inquiries and review the follow up process with our staff. We filed a claim with your Tricare secondary plan and we will be happy to follow up with them as this claim remains unpaid by Tricare. As we try to resolve this account with your insurance, please rest assured you will not be held responsible for the remaining balance of $19.00. Furthermore, this outstanding balance will not be reported to a credit or collection agency and will not be negatively reflected on your credit.
I also called and left you a voice mail message at the contact phone number you provided. Please feel free to contact me directly, via email or at my direct line listed below.
Best Regards,
[redacted] Dura Medic, LLC
[redacted] (Ext. [redacted])
[redacted] (direct)
[redacted] (fax)
www.duramedic.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution while satisfactory to me, I would like the processes to change:1. Work with the Hospitals and Insurance companies to get yourself qualified as InNetwork providers of anything that a patient gets2. Note that Recovering from our Surgeries etc is our top priority, and while the patient is going through pain and is trying to recover, All this stuff is a pain and over load on their minds to deal with the Insurance company etc. This Onus should not be on the Patient... If I went to the ER for a check up, then its BOTH the HOSPITAL and YOUR Responsibility to ensure that Care is provided under the Insurance Carrier that they ACCEPTED as In-Network.3. Remember - At some point in your life , you could be the patient going through health issues and you would need. 4. Furthermore, I have checked the retail prices online and you are charging many times over . I would be happy to work with manufacturers/suppliers and ensure profitability for all involved, without burden to the patients.Please Let me know if you would like me to work with you folks to setup better supply chain and insurance alliances and I would be Glad to help Regards,
[redacted]
When we received the billing information from the hospital it did not include the complete workers compensation information. We made several attempts to contact the patients employer to get the complete information in order to submit a claim for the crutches. A claim was submitted to the patients...
workers compensation insurance on 09/15/2016. We contacted the patient on 09/23/2016 to advise them that the claim was submitted. The patient will not be billed for this service going forward.
Just spoke with Mr. [redacted] and we have resolved the account to the patient's satisfaction. Mr. [redacted] was very appreciative and a zero balance statement is being sent to his home address for his records. Thank you,[redacted]Revenue Cycle Manager[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. The amount owed is being sent to me by overnight mail. Assuming it arrives I will be satisfied that they have paid me what is owed.
Regards,
[redacted]
We contacted the patient and let him know that his initial payment is posted to his account and offered to take the additional payment over the phone. The patient stated he will pay online and is satisfied that his payment is posted to his account. Our phone lines and email address did happen to be...
down at the same time. Our IT department is working to correct the issue.
The residential address for Jennifer [redacted] was found through our skip tracing process, after receiving returned mail from our initial attempt to bill our patient. Today, 6/8/16 Ms. [redacted] notified us of the address conflict and we have removed her address from our system as well as notified our...
third party collection company Vengroff Williams Inc., to cease collection efforts immediately. Please contact the billing manager directly if you have any further questions or concerns.[redacted]Billing Manager- Dura Medic, LLC[redacted]
Ms [redacted]'s balance was written off after the phone conversation on March 16, 2016. The letter generated in error, as the balance had already been adjusted to $0.00. We apologize for the inconvenience caused to Ms [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]
Dura Medic has reviewed the patient's account and our records stated that we spoke with the patient on July 19th and advised the patient that his claim was submitted to his insurance (BCBS of Texas). Once payment was received the claim will be adjusted to a zero balance, waiving any patient...
responsibility as a courtesy. Dura Medic's Revenue Cycle Manager will reach out to the patient and discuss his account. A Zero Balance statement will be submitted to the patient.Please contact the Revenue Cycle Manager ([redacted] - [redacted]) with any questions.Thank you.
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]
I reviewed the patient's account and found it was appropriately referred to a third party collection agency. This account was not reported to any credit bureaus. The account has been paid, and the balance is currently zero. I confirmed with the collection agency that the account is closed in their...
system. I left a message for the patient's mother, [redacted], requesting a call back to discuss.
[redacted] (Revenue Cycle Manager) spoke with the patient regarding the product he received. The patient's main complaint was with the product and how it was not constructed very well. The "fuzzy" part of the velcro strap came off in three weeks. As per our discussion, I am going to...
forward this information to the manufacturer and as a courtesy to the client, I have zeroed out the balance on the account. A zero balance statement will be sent to the patient to verify that his account is closed with Dura Medic. The patient was appreciative and thanked [redacted] for reaching out to him to discuss his concerns.
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]
The payments addressed in the original complaint have been voided and refunded. I attempted to contact the patient via the phone number provided and left a voice mail message with my direct contact information. I also emailed the patient with further details (see below). I hope this issue is...
resolved and we apologize for the confusion and inconvenience. [redacted]Billing Manager- Dura Medic, LLC[redacted]Email sent to patient:From: [redacted] Sent: Monday, July 25, 2016 11:04 AM To: 'P[redacted]' <P[redacted]> Cc: Subject: Payment Plan with Dura Medic, LLC Hello Ms. [redacted], I would like to apologize for the confusion and inconvenience regarding your payment arrangement with Dura Medic. There was a balance discrepancy in our system that caused the over draft. I have voided the transaction that was pending today July 25 in the amount of $10.00. I also refunded the $10.00 payment that was processed on June 25. Please allow 3-5 business days for your credit card company/bank to process this request. Thank you for your business and your cooperation and patience in resolving this matter. I also left a voice mail message at the contact number you provided. Please contact me directly if you have any further issues or concerns. Thank you, [redacted] Billing Manager Dura Medic, LLC[redacted], Ste. [redacted] (Ext. [redacted] (direct)[redacted] (fax)www.[redacted].com
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 also understand that my balance will reflect a zero balance as a result of accepting this resolution. With regards to Duramedic filing a claim with BCBS of Texas, I discussed this with BCBS of Texas and they DO NOT have any record of a claim being filed. This fact does not have to be resolved here since Duramedic is adjusting my balance to Z-E-R-O.
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 some what satisfactory to me. My wife tried calling Ms. [redacted] back at 2:45pm on 9/19/16 at her private number [redacted] and left a message. She has not returned my wife's call. I am at work and am unable to return her call by 4:00pm CST as she stated this would be the time she would be leaving work. We have gone to the Tricare website to see if in fact Dura Medic has filed a claim for secondary insurance as she stated in her email they have done. It is not reflecting on the website, not even stating in process. So I am sure the claim was not filed until today and Tricare has not had time to even acknowledge a claim has been filed.I will be watching to see in fact if a claim has been filed.
Regards,
[redacted]
Good Morning Mrs. [redacted],I apologize for your frustration and concerns with our product. Please understand we always try to bill the insurance company and only bill patients who either haven’t met their deductible/copay or when their insurance has refused to pay. We will appeal the initial...
processing of this claim, with your insurance company. Since this was an emergency room visit, we believe your insurance company should have processed this claim according to your Emergency Room benefits without regard to our network status. Regarding your concern with our pricing; in order for us to provide our products to a hospital, our company has to be licensed by several layers of government, as well as insured and certified by various organizations. Our representatives have to be certified annually and registered. Our products have to be hospital grade and handled correctly at every phase of our operation. Everything about our process of providing this service is much more expensive than a retail operation. We trust that when our products are issued to patients in the hospital, medical necessity has been established by the attending physician. Again, we apologize for any inconvenience that has occurred as a part of our service to you or your family member. We will be issuing a refund to you for the payment you have made towards this balance, as well as cancelling the established payment plan, and will not pursue you, the patient, or the insured, for the cost of this product. We appreciate you taking the time to contact us regarding your concerns and hope you find this issue resolved. If you have any other questions, please contact me directly at [redacted] anytime between 9am and 4pm CST.Thank you,[redacted]Billing ManagerDura Medic, LLC
In regards to the complaint filed by Mr. [redacted], please details below that was emailed to Mr. [redacted] today, 09/19/2016 ([redacted].[redacted]@sbcglobal.net):Hello Mr. [redacted],
I apologize for the inconvenience in your multiple attempts to contact Dura Medic. Our policy is to return voicemail and email...
inquiries within 24 hours of receipt. I will personally look into your specific inquiries and review the follow up process with our staff. We filed a claim with your Tricare secondary plan and we will be happy to follow up with them as this claim remains unpaid by Tricare. As we try to resolve this account with your insurance, please rest assured you will not be held responsible for the remaining balance of $19.00. Furthermore, this outstanding balance will not be reported to a credit or collection agency and will not be negatively reflected on your credit.
I also called and left you a voice mail message at the contact phone number you provided. Please feel free to contact me directly, via email or at my direct line listed below.
Best Regards,
[redacted] Dura Medic, LLC
[redacted] (Ext. [redacted])
[redacted] (direct)
[redacted] (fax)
www.duramedic.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution while satisfactory to me, I would like the processes to change:1. Work with the Hospitals and Insurance companies to get yourself qualified as InNetwork providers of anything that a patient gets2. Note that Recovering from our Surgeries etc is our top priority, and while the patient is going through pain and is trying to recover, All this stuff is a pain and over load on their minds to deal with the Insurance company etc. This Onus should not be on the Patient... If I went to the ER for a check up, then its BOTH the HOSPITAL and YOUR Responsibility to ensure that Care is provided under the Insurance Carrier that they ACCEPTED as In-Network.3. Remember - At some point in your life , you could be the patient going through health issues and you would need. 4. Furthermore, I have checked the retail prices online and you are charging many times over . I would be happy to work with manufacturers/suppliers and ensure profitability for all involved, without burden to the patients.Please Let me know if you would like me to work with you folks to setup better supply chain and insurance alliances and I would be Glad to help Regards,
[redacted]
When we received the billing information from the hospital it did not include the complete workers compensation information. We made several attempts to contact the patients employer to get the complete information in order to submit a claim for the crutches. A claim was submitted to the patients...
workers compensation insurance on 09/15/2016. We contacted the patient on 09/23/2016 to advise them that the claim was submitted. The patient will not be billed for this service going forward.
Just spoke with Mr. [redacted] and we have resolved the account to the patient's satisfaction. Mr. [redacted] was very appreciative and a zero balance statement is being sent to his home address for his records. Thank you,[redacted]Revenue Cycle Manager[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. The amount owed is being sent to me by overnight mail. Assuming it arrives I will be satisfied that they have paid me what is owed.
Regards,
[redacted]
We contacted the patient and let him know that his initial payment is posted to his account and offered to take the additional payment over the phone. The patient stated he will pay online and is satisfied that his payment is posted to his account. Our phone lines and email address did happen to be...
down at the same time. Our IT department is working to correct the issue.
The residential address for Jennifer [redacted] was found through our skip tracing process, after receiving returned mail from our initial attempt to bill our patient. Today, 6/8/16 Ms. [redacted] notified us of the address conflict and we have removed her address from our system as well as notified our...
third party collection company Vengroff Williams Inc., to cease collection efforts immediately. Please contact the billing manager directly if you have any further questions or concerns.[redacted]Billing Manager- Dura Medic, LLC[redacted]
Ms [redacted]'s balance was written off after the phone conversation on March 16, 2016. The letter generated in error, as the balance had already been adjusted to $0.00. We apologize for the inconvenience caused to Ms [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]
[redacted] (Revenue Cycle Manager) attempted to contact the patient. Voice mail was left for Mr. [redacted].Awaiting phone call.
Dura Medic has reviewed the patient's account and our records stated that we spoke with the patient on July 19th and advised the patient that his claim was submitted to his insurance (BCBS of Texas). Once payment was received the claim will be adjusted to a zero balance, waiving any patient...
responsibility as a courtesy. Dura Medic's Revenue Cycle Manager will reach out to the patient and discuss his account. A Zero Balance statement will be submitted to the patient.Please contact the Revenue Cycle Manager ([redacted] - [redacted]) with any questions.Thank you.