We have gone above and beyond standard, reasonable business practices in an attempt to satisfy this customer. The facts, simply stated, are that this customer was in possession of our equipment from December 3, to October 9, 2014. Our customers share in the responsibility to make certain our equipment is returned promptly when it is no longer needed. That being said, we are not holding the customer responsible for the majority of this time period
The customer contacted our corporate office on June 19, and requested we pick up the equipment. Not only have we adjusted off all the charges from that date until the equipment was actually picked up on October 9, 2014, but we also issued credit for the monthly rental charges for May 3, and June 3, 2014. We did not have to do this, but we did so as a favor to the customer since she stated that the equipment had never been used in her call to us on June 19th.
The total credit issued to the customer’s account was $409.26. This is the monthly rental amount of $68.21, allowed by the customer’s insurance company, for the dates of service from May 3, to October 3,
We have been more than fair in attempting to resolve the customer’s concerns. There is nothing further we can do. The current balance of $is due from the customer
Complaint: ***
I am responding to your follow up messageThis vendor and I have yet to resolve thisAfter contacting you, they went as far as having their collections dept leave recorded message indicating I had not responded to their callsI called immediately indicating my displeasure since I had been calling to speak to a manager regarding this matter for weeksI told her, it wasn't fair that I was being retaliated against because they weren't willing to help meI felt that they were threatening to throw it into coollections despite efforts to contact themShe tried to dismiss it as, this is protocol when an account is at this level, so I responded by indicating how can you tell me that it is at this level if no one is returning my phone calls? I have worked diligently to contact their managers to discuss this account and no one will return a phone callHer offer to me was to help make payment arrangements so that the account would not go to collections, so we didHowever, I expressed to her that the company did not handle this fairly and I did request a call back from a manager indicating I was not pleased that they were still wanting the full balance and I also expressed my displeasure at them for submitting insurance claims after the equipment was returnedThe equipment was never used, they are aware of thatWhy they cannot assume responsibility or be truthful about the interactions we've had is beyond meTo this day, I have yet to speak to a manager about thisI will never do business with them and ensure I share my experience with anyone considering soVery dissatisfied
Regards,*** ***
The patient has always had their supplies on this given month we did not have a whole box of cotton tip applicators, but they did not go without so we sent them a half box until the remainder was received. I talked with the parent today and listen to her complaint. I explained to her that I have...
been away from the office due to health issues the past couple months. I gave her my cell phone to talk with me direct in the future if any concerns or issues. The issue has been resolved by both parties and they have decided to stay on service with South Texas Medical Supply. The biggest complaint was the customer service and not receiving a call back from me. I explained to Ms [redacted] that I Have been out of the office due to health issues and that I thought [redacted] (Operations Manager) had taken care of the problem. It was a miscommunication of our staff and has been addressed. We have taken care of this child for many years and we have never had any issues until this situation. We strive for excellence in taken care of our patients and have since 1983. If any further questions please to contact me.
[redacted]
Vice President of Operations
South Texas Medical Supply
[redacted]
Patient ID [redacted] The customer first contacted our corporate office in San Antonio on March 28, 2014 to set up a payment plan. No mention was made of the patient not utilizing the equipment, nor was a request made for it to be picked up. The...
second contact to our office occurred on June 19, 2014. The customer requested the equipment be picked up as the patient was no longer using it. The customer also requested a credit on her bill since the patient had not been using the equipment. We informed her we could give partial credit and this would be issued once the equipment was actually picked up. A pick-up request was sent to the Tomball branch office on June 19, 2014. According to the manager of the Tomball branch office, this was the first notification she had received requesting the equipment be picked up. The first attempt to pick up the equipment occurred on July 22, 2014 at the customer’s residence but no one was home. The Tomball branch manager stated that, after this attempt, several calls were made to the customer and messages were left in an attempt to schedule the pick up. When the manager finally spoke with the customer, she requested we pick up the equipment at her work location. Two attempts were made in September but the customer was not there on either occasion. The equipment was finally picked up at her work location on October 9, 2014. We did not charge the customer, nor did we bill her insurance, during the three and a half months between the time she notified us on June 19 to pick up the equipment and the time we were finally able to pick it up on October 9. In addition, we gave her credit for both the May and June rental months which had already been billed to her insurance prior to her call on June 19 requesting the pick up.The customer was not satisfied with this and contacted our corporate office again on October 24. She stated she had requested the equipment be picked up in January 2014. She stated she would have her insurance company (Aetna) contact us. An Aetna representative by the name of [redacted] called on October 24. We explained the circumstances to him, and the fact that we had already given credit for 6 months of rental billing. [redacted] stated he would explain to the customer that, because she still had our equipment in her possession, that she was responsible for it and we had the right to bill Aetna; further, that we had been more than fair in giving her as much credit on her bill as we did.The customer’s total responsibility was reduced to $437.74 for the initial supplies and the monthly equipment rentals for dates of service from December 3, 2013 through April 3, 2014. Aetna was billed for all these services and applied them to the insured’s deductible. The customer began making monthly payments in April 2014 and has paid a total of $210.98, leaving a current balance due of $226.76.
I would advise everyone that does not have to do business with this company to stay away! We were ordering our newborn's baby formula from South TX Med Supply and had multiple problems with the company after our initial shipment. For three-four months when we ordered our product, they were either out or had items on backorder. When we called the company to check the status, their customer service rep would tell us to call back the next day to speak with a certain person. when we called back this person said they would check with the driver/delivery person at the end of the day and get back to us. Out of the four months they called us back once or twice and we ended up calling them back only to be re-directed and if we were lucky would actually find out when we could expect our formula. We also would request that they give us a phone call so that the baby formula was not sitting out in the 100 degree heat and would go bring it inside before it spoiled. Those phone calls happened once out of three/four different deliveries. We then had billing issues and contacted customer service and were advised to NOT pay the bill as it was billed in error, after three months of back and forth conversations we were told to pay the bill. The customer service and billing staff for this company are the worst I have ever dealt with. Again I highly recommend that no one does business with this company.
We have gone above and beyond standard, reasonable business practices in an attempt to satisfy this customer. The facts, simply stated, are that this customer was in possession of our equipment from December 3, to October 9, 2014. Our customers share in the responsibility to make certain our equipment is returned promptly when it is no longer needed. That being said, we are not holding the customer responsible for the majority of this time period
The customer contacted our corporate office on June 19, and requested we pick up the equipment. Not only have we adjusted off all the charges from that date until the equipment was actually picked up on October 9, 2014, but we also issued credit for the monthly rental charges for May 3, and June 3, 2014. We did not have to do this, but we did so as a favor to the customer since she stated that the equipment had never been used in her call to us on June 19th.
The total credit issued to the customer’s account was $409.26. This is the monthly rental amount of $68.21, allowed by the customer’s insurance company, for the dates of service from May 3, to October 3,
We have been more than fair in attempting to resolve the customer’s concerns. There is nothing further we can do. The current balance of $is due from the customer
Complaint: ***
I am responding to your follow up messageThis vendor and I have yet to resolve thisAfter contacting you, they went as far as having their collections dept leave recorded message indicating I had not responded to their callsI called immediately indicating my displeasure since I had been calling to speak to a manager regarding this matter for weeksI told her, it wasn't fair that I was being retaliated against because they weren't willing to help meI felt that they were threatening to throw it into coollections despite efforts to contact themShe tried to dismiss it as, this is protocol when an account is at this level, so I responded by indicating how can you tell me that it is at this level if no one is returning my phone calls? I have worked diligently to contact their managers to discuss this account and no one will return a phone callHer offer to me was to help make payment arrangements so that the account would not go to collections, so we didHowever, I expressed to her that the company did not handle this fairly and I did request a call back from a manager indicating I was not pleased that they were still wanting the full balance and I also expressed my displeasure at them for submitting insurance claims after the equipment was returnedThe equipment was never used, they are aware of thatWhy they cannot assume responsibility or be truthful about the interactions we've had is beyond meTo this day, I have yet to speak to a manager about thisI will never do business with them and ensure I share my experience with anyone considering soVery dissatisfied
Regards,*** ***
The patient has always had their supplies on this given month we did not have a whole box of cotton tip applicators, but they did not go without so we sent them a half box until the remainder was received. I talked with the parent today and listen to her complaint. I explained to her that I have...
been away from the office due to health issues the past couple months. I gave her my cell phone to talk with me direct in the future if any concerns or issues. The issue has been resolved by both parties and they have decided to stay on service with South Texas Medical Supply. The biggest complaint was the customer service and not receiving a call back from me. I explained to Ms [redacted] that I Have been out of the office due to health issues and that I thought [redacted] (Operations Manager) had taken care of the problem. It was a miscommunication of our staff and has been addressed. We have taken care of this child for many years and we have never had any issues until this situation. We strive for excellence in taken care of our patients and have since 1983. If any further questions please to contact me.
[redacted]
Vice President of Operations
South Texas Medical Supply
[redacted]
Patient ID [redacted] The customer first contacted our corporate office in San Antonio on March 28, 2014 to set up a payment plan. No mention was made of the patient not utilizing the equipment, nor was a request made for it to be picked up. The...
second contact to our office occurred on June 19, 2014. The customer requested the equipment be picked up as the patient was no longer using it. The customer also requested a credit on her bill since the patient had not been using the equipment. We informed her we could give partial credit and this would be issued once the equipment was actually picked up. A pick-up request was sent to the Tomball branch office on June 19, 2014. According to the manager of the Tomball branch office, this was the first notification she had received requesting the equipment be picked up. The first attempt to pick up the equipment occurred on July 22, 2014 at the customer’s residence but no one was home. The Tomball branch manager stated that, after this attempt, several calls were made to the customer and messages were left in an attempt to schedule the pick up. When the manager finally spoke with the customer, she requested we pick up the equipment at her work location. Two attempts were made in September but the customer was not there on either occasion. The equipment was finally picked up at her work location on October 9, 2014. We did not charge the customer, nor did we bill her insurance, during the three and a half months between the time she notified us on June 19 to pick up the equipment and the time we were finally able to pick it up on October 9. In addition, we gave her credit for both the May and June rental months which had already been billed to her insurance prior to her call on June 19 requesting the pick up.The customer was not satisfied with this and contacted our corporate office again on October 24. She stated she had requested the equipment be picked up in January 2014. She stated she would have her insurance company (Aetna) contact us. An Aetna representative by the name of [redacted] called on October 24. We explained the circumstances to him, and the fact that we had already given credit for 6 months of rental billing. [redacted] stated he would explain to the customer that, because she still had our equipment in her possession, that she was responsible for it and we had the right to bill Aetna; further, that we had been more than fair in giving her as much credit on her bill as we did.The customer’s total responsibility was reduced to $437.74 for the initial supplies and the monthly equipment rentals for dates of service from December 3, 2013 through April 3, 2014. Aetna was billed for all these services and applied them to the insured’s deductible. The customer began making monthly payments in April 2014 and has paid a total of $210.98, leaving a current balance due of $226.76.
I would advise everyone that does not have to do business with this company to stay away! We were ordering our newborn's baby formula from South TX Med Supply and had multiple problems with the company after our initial shipment. For three-four months when we ordered our product, they were either out or had items on backorder. When we called the company to check the status, their customer service rep would tell us to call back the next day to speak with a certain person. when we called back this person said they would check with the driver/delivery person at the end of the day and get back to us. Out of the four months they called us back once or twice and we ended up calling them back only to be re-directed and if we were lucky would actually find out when we could expect our formula. We also would request that they give us a phone call so that the baby formula was not sitting out in the 100 degree heat and would go bring it inside before it spoiled. Those phone calls happened once out of three/four different deliveries. We then had billing issues and contacted customer service and were advised to NOT pay the bill as it was billed in error, after three months of back and forth conversations we were told to pay the bill. The customer service and billing staff for this company are the worst I have ever dealt with. Again I highly recommend that no one does business with this company.