U.S. Healthcare Supply LLC

I am writing in response to this complaint, #[redacted] which was received on July 11, 2015.  I am sorry to hear that Mr. [redacted] is unhappy with our product.  Firstly, I would like to address that our commercials do not state the products would be free.  In fact, in his account on...

October 22, 2014, a few days before the product was shipped, a customer service representative alerted Mr. [redacted] to that fact that there is a coinsurance percentage that he would be liable for since he did not have any secondary insurance.  Since he was concerned about payment at that time, he was offered a financial hardship form to fill out to see if he would qualify for assistance.  Since then he has never  sent it back to us.  Next, I see that he did not call us back again until May 28, 2015, which was a few months after the normal 30 day return policy to tell us he wanted to return the products.  If he was truly dissatisfied with the products, he should have called us after initial receipt.  We generally will even accept returns even within 60-90 days, but this is a few months outside of the policy's limits.  Next, I want to inform you that [redacted] and insurance generally will pay over $600 for these types of knee braces.  While we did bill the insurance $750 each for the braces, insurance allowed $536.08 of which it paid 70%, leaving a balance of $160.82 each.  My recommendation would be for Mr. [redacted] to fill out the hardship assistance forms and see if he can qualify for our hardship program which we advised him of before we sent him the products.