Company's response below:Complaint ID # *** Ms*** was kind enough to pay her ***’s co-pay amount on the day the items were delivered to his hospital room The amount paid represented the patient’s portion of the amount due for those supplies We received the payment
amount from the patient on November 14, 2016, in the amount of $ On November 14, we also issued a refund in the amount of $to Ms*** *** *** card, representing a full refund of the amount she had paid on behalf of her *** We apologize for the delay, however we did issue a refund to her card on the day we received payment from the patient himself
Please accept my apologies. When I was researching the complaint, the *** *** explained that we were told at the time of initial insurance verification that the patient's co-pay would be $211.27. That was the amount that was then charged at the time of the initial delivery at the hospital. The *** *** told me that the $was refunded to Ms*** *** *** on the same day that the patient paid his portion, but did not give me the amount of the patient's portion and she also mentioned that the insurance company had paid as well. I did not ask the *** *** for the exact amount that the patient had paid, or the amount that the insurance company had paid. My understanding from Ms*** original complaint was that she was upset that we had collected money from her on her credit card and had not refunded it when the patient paid. It is my error to have stated that the patient paid $- I did not ask for the exact amount he paid. The exact amounts paid by the patient, and by his insurance company were not my concern. My concern was when a refund had been issued to Ms***, since that appeared to be her concern in her initial complaint. It typically takes - days for an insurance claim to process, which would account for collecting the money on September and refunding it on November 14th. I assure you that nobody is fabricating anythingFletcher's Medical Supplies, Inchas been in business for years. We certainly do not make a practice of cheating anyone, or of fabricating incidents. It is our practice to provide quality equipment and services, and to always be fair to our patients, vendors and business associates. Ms*** complaint was that she had not received a refund on her *** *** card, when in fact one had been processed but was not appearing yet on her statement. I do apologize for creating confusion by stating that the patient had paid $211.27, when in fact the patient and his insurance company combined as paid the amount due - my intent was to point out that the refund was issued as soon as we had received the amount we were told was the patient's initial co-pay, and that Ms*** refund had been issued as she had been told it would be refunded*** *** *** ** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Company's response below:Complaint ID # *** Ms***’s complaint was that she was charged for several months for a wheelchair for her *** when she only used the wheelchair for one month All amounts other than the initial $that Ms*** paid, have been removed
from her account as she requested We are sorry for the confusion, and the delayed billing, however it typically does take several months for an insurance company to pay an invoice Once the insurance company pays, the patient is billed for the co-pay amount for that monthThis appears as though Fletcher’s is billing in arrears Ms***’s account is now showing as paid in full
I can only apologize to Ms*** for the way her order was handled. The breakdown in communication was actually with her first call when she spoke with ***. *** should have notified Ms*** during the first conversation that we would not be able to service her until her previous
balance had been paid in full. Unfortunately *** did not see the flag on the file while she was talking with Ms***. Additionally, *** should have explained to Ms*** that *** are not typically considered 'stat' items, as well as explaining that we cannot provide services without a complete order. The second breakdown came when Ms*** spoke with ***. *** does not work in the Customer Service Department and should have transferred the call to Customer Service rather than tell Ms*** that he would call her back. I agree with Ms*** that this action resulted in an additional unnecessary delay.I spoke with our Customer Service *** about Ms***'s situation. She assured me that she had researched the situation and we would not be able to provide services for Ms*** due to a long term outstanding balance. The Customer Service *** forwarded Ms***'s prescription for the *** and supplies to Ms***'s personal email so that Ms*** can select another provider. The lack of appropriate communication has been addressed with the *** involved, and the *** have been re-instructed on appropriate protocols to ensure that a similar situation does not occur in the future
An invoice mailed to Ms. [redacted] was returned to us for an incorrect address. Our Billing Department researched her address to obtain a current and correct address, then entered the new address in the system. The new address was entered into the system prior to Ms. [redacted]'s call to order...
her supplies. Her supplies were shipped to the new address listed on her file. When Ms. [redacted] called because her order had not arrived at her home, our Customer Service Representative, [redacted], researched the issue and learned that the order had been mailed to a different address. [redacted] requested that one of our Delivery Technicians go to the address where the items had been originally sent to retrieve the order and deliver it to Ms. [redacted] that same day.Ms. [redacted] was angry at the confusion and was unpleasant to our Customer Service Representative, [redacted], even though he explained that he would have her supplies delivered directly to her that same day. When Ms. [redacted] called back demanding a specific time of delivery, our Customer Service Representative, [redacted], took her call. Unfortunately [redacted] was not able to provide that specific time of delivery, and Ms. [redacted] became upset again. Our employees were doing their best to remedy the situation for Ms. [redacted], and to get her supplies delivered directly to her that same day. We apologize for any inconvenience to Ms. [redacted]. The Customer Service [redacted] and the Billing [redacted] have reviewed the correct process with staff for verifying changes of address prior to making changes in the system to prevent future issues of a similar nature. Additionally the Customer Service [redacted] re-instructed staff on our process for verifying addresses prior to processing orders for delivery. Had Ms. [redacted]' address been verified with her at the time she placed the order all of this confusion could have been prevented. The Customer Service [redacted] also discussed Ms. [redacted]'s comments concerning rudeness with both employees involved, and reviewed proper telephone protocol. [redacted]
Ms. [redacted], We do not bill a patient co-pay amount until the insurance company has paid. That is why you were told that you would not be charged a co-pay for months not paid by your insurance. This ensures that we bill the patient only the appropriate patient co-pay amount. We are only billing you the $176.25 for the one month that your [redacted] used the wheelchair. We have reversed all invoices to your insurance provider, [redacted], except for the one month that your [redacted] used the wheelchair. It can take 30-60 days for the reversal to process to complete and updates to show on the account. This may be why your account with [redacted] is still showing an outstanding balance. I assure you that all billing has been reversed with [redacted] or removed to show your account paid in full. The only charges that show are the charges for the one month that your [redacted] used the wheelchair. Those amounts are showing as paid in full. Please check with [redacted] in a few weeks. You will find that the $234.96 has been removed from your account. We appreciate the opportunity to be of service, Ms. [redacted]. I am so sorry that the billing with your account was so confusing. You stated that you didn't realize that the wheelchair was renting, and we didn't realize that your [redacted] only needed to use it for a short time. That certainly does complicate things. I think it should be resolved at this point. If you have any questions, or if I can be of further assistance, please contact me. [redacted]
Good afternoon, When the initial delivery was made we had not received an exact confirmation of benefits payable and the patient portion due, thus the order for delivery showed a zero balance due at that time. Once the claim was filed, the insurance company provided the breakdown of...
the patient portion due, which was the amount billed to the patient. The patient subsequently returned the equipment. At that time, all charges on the account were removed. Unfortunately, since the item is one that requires monthly supplies, the system automatically generated an order and bill for those monthly supplies. Those charges have been removed and the patient's account shows a zero balance. We apologize for any inconvenience caused the patient in this transaction. It is unfortunate that, due to the nature of the items that we provide, recurring invoices occasionally do not stop as intended and do get past us to the patient. It is our policy to correct any errors in a timely manner, and we do not charge any patient for items or services that we do not provide. Even though the patient did not owe a balance, and was assured that he didn't owe anything, the system generated invoice did get through in this case. Again, we apologize and assure you that all charges have been removed and the patient's account is showing a zero balance. [redacted]
Complaint: [redacted]
I am rejecting this response because: this response does not address the company stating they would not charge me for the months that were not paid by insurance. Saying the bill with Fletcher is paid in full is misleading and would like confirmation that my balance with [redacted], billing vendor, is also paid in full. As of today 12/1/17 there is a balance of $234.96 with [redacted] and that is the amount I am disputing.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this answers the complaint honestly but no one should have to go through this on top of having to work with a [redacted]'s health issue. They also need to coordinate their handling of claims with their employees as I personally received different answers for the same question depending on who I spoke to .
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The company is making false statements. The amount due from the patient was not $211.27 but that is the amount they took from me. The patient, [redacted], never gave them $211.27 because his insurance company said he should not. The patient's portion on their statement is $102.25 which is attached. He paid even less as you will see from the attached payment receipt of $87.97 which is $12.97 copay plus $75 for the rolling knee walker that was not covered by the insurance company. Fletcher was unethical in how they took too much money and how they held onto it before giving it back. My account was charged on Sept 30 and refunded on November 14th and now they are fabricating the entire incident. This is not a company anyone should consider doing business with and therefore this complaint should remain on their record.
Regards,
[redacted]
Company's response below:Complaint ID # *** Ms*** was kind enough to pay her ***’s co-pay amount on the day the items were delivered to his hospital room The amount paid represented the patient’s portion of the amount due for those supplies We received the payment
amount from the patient on November 14, 2016, in the amount of $ On November 14, we also issued a refund in the amount of $to Ms*** *** *** card, representing a full refund of the amount she had paid on behalf of her *** We apologize for the delay, however we did issue a refund to her card on the day we received payment from the patient himself
Please accept my apologies. When I was researching the complaint, the *** *** explained that we were told at the time of initial insurance verification that the patient's co-pay would be $211.27. That was the amount that was then charged at the time of the initial delivery at the hospital. The *** *** told me that the $was refunded to Ms*** *** *** on the same day that the patient paid his portion, but did not give me the amount of the patient's portion and she also mentioned that the insurance company had paid as well. I did not ask the *** *** for the exact amount that the patient had paid, or the amount that the insurance company had paid. My understanding from Ms*** original complaint was that she was upset that we had collected money from her on her credit card and had not refunded it when the patient paid. It is my error to have stated that the patient paid $- I did not ask for the exact amount he paid. The exact amounts paid by the patient, and by his insurance company were not my concern. My concern was when a refund had been issued to Ms***, since that appeared to be her concern in her initial complaint. It typically takes - days for an insurance claim to process, which would account for collecting the money on September and refunding it on November 14th. I assure you that nobody is fabricating anythingFletcher's Medical Supplies, Inchas been in business for years. We certainly do not make a practice of cheating anyone, or of fabricating incidents. It is our practice to provide quality equipment and services, and to always be fair to our patients, vendors and business associates. Ms*** complaint was that she had not received a refund on her *** *** card, when in fact one had been processed but was not appearing yet on her statement. I do apologize for creating confusion by stating that the patient had paid $211.27, when in fact the patient and his insurance company combined as paid the amount due - my intent was to point out that the refund was issued as soon as we had received the amount we were told was the patient's initial co-pay, and that Ms*** refund had been issued as she had been told it would be refunded*** *** *** ** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Company's response below:Complaint ID # *** Ms***’s complaint was that she was charged for several months for a wheelchair for her *** when she only used the wheelchair for one month All amounts other than the initial $that Ms*** paid, have been removed
from her account as she requested We are sorry for the confusion, and the delayed billing, however it typically does take several months for an insurance company to pay an invoice Once the insurance company pays, the patient is billed for the co-pay amount for that monthThis appears as though Fletcher’s is billing in arrears Ms***’s account is now showing as paid in full
I can only apologize to Ms*** for the way her order was handled. The breakdown in communication was actually with her first call when she spoke with ***. *** should have notified Ms*** during the first conversation that we would not be able to service her until her previous
balance had been paid in full. Unfortunately *** did not see the flag on the file while she was talking with Ms***. Additionally, *** should have explained to Ms*** that *** are not typically considered 'stat' items, as well as explaining that we cannot provide services without a complete order. The second breakdown came when Ms*** spoke with ***. *** does not work in the Customer Service Department and should have transferred the call to Customer Service rather than tell Ms*** that he would call her back. I agree with Ms*** that this action resulted in an additional unnecessary delay.I spoke with our Customer Service *** about Ms***'s situation. She assured me that she had researched the situation and we would not be able to provide services for Ms*** due to a long term outstanding balance. The Customer Service *** forwarded Ms***'s prescription for the *** and supplies to Ms***'s personal email so that Ms*** can select another provider. The lack of appropriate communication has been addressed with the *** involved, and the *** have been re-instructed on appropriate protocols to ensure that a similar situation does not occur in the future
An invoice mailed to Ms. [redacted] was returned to us for an incorrect address. Our Billing Department researched her address to obtain a current and correct address, then entered the new address in the system. The new address was entered into the system prior to Ms. [redacted]'s call to order...
her supplies. Her supplies were shipped to the new address listed on her file. When Ms. [redacted] called because her order had not arrived at her home, our Customer Service Representative, [redacted], researched the issue and learned that the order had been mailed to a different address. [redacted] requested that one of our Delivery Technicians go to the address where the items had been originally sent to retrieve the order and deliver it to Ms. [redacted] that same day.Ms. [redacted] was angry at the confusion and was unpleasant to our Customer Service Representative, [redacted], even though he explained that he would have her supplies delivered directly to her that same day. When Ms. [redacted] called back demanding a specific time of delivery, our Customer Service Representative, [redacted], took her call. Unfortunately [redacted] was not able to provide that specific time of delivery, and Ms. [redacted] became upset again. Our employees were doing their best to remedy the situation for Ms. [redacted], and to get her supplies delivered directly to her that same day. We apologize for any inconvenience to Ms. [redacted]. The Customer Service [redacted] and the Billing [redacted] have reviewed the correct process with staff for verifying changes of address prior to making changes in the system to prevent future issues of a similar nature. Additionally the Customer Service [redacted] re-instructed staff on our process for verifying addresses prior to processing orders for delivery. Had Ms. [redacted]' address been verified with her at the time she placed the order all of this confusion could have been prevented. The Customer Service [redacted] also discussed Ms. [redacted]'s comments concerning rudeness with both employees involved, and reviewed proper telephone protocol. [redacted]
Ms. [redacted], We do not bill a patient co-pay amount until the insurance company has paid. That is why you were told that you would not be charged a co-pay for months not paid by your insurance. This ensures that we bill the patient only the appropriate patient co-pay amount. We are only billing you the $176.25 for the one month that your [redacted] used the wheelchair. We have reversed all invoices to your insurance provider, [redacted], except for the one month that your [redacted] used the wheelchair. It can take 30-60 days for the reversal to process to complete and updates to show on the account. This may be why your account with [redacted] is still showing an outstanding balance. I assure you that all billing has been reversed with [redacted] or removed to show your account paid in full. The only charges that show are the charges for the one month that your [redacted] used the wheelchair. Those amounts are showing as paid in full. Please check with [redacted] in a few weeks. You will find that the $234.96 has been removed from your account. We appreciate the opportunity to be of service, Ms. [redacted]. I am so sorry that the billing with your account was so confusing. You stated that you didn't realize that the wheelchair was renting, and we didn't realize that your [redacted] only needed to use it for a short time. That certainly does complicate things. I think it should be resolved at this point. If you have any questions, or if I can be of further assistance, please contact me. [redacted]
Good afternoon, When the initial delivery was made we had not received an exact confirmation of benefits payable and the patient portion due, thus the order for delivery showed a zero balance due at that time. Once the claim was filed, the insurance company provided the breakdown of...
the patient portion due, which was the amount billed to the patient. The patient subsequently returned the equipment. At that time, all charges on the account were removed. Unfortunately, since the item is one that requires monthly supplies, the system automatically generated an order and bill for those monthly supplies. Those charges have been removed and the patient's account shows a zero balance. We apologize for any inconvenience caused the patient in this transaction. It is unfortunate that, due to the nature of the items that we provide, recurring invoices occasionally do not stop as intended and do get past us to the patient. It is our policy to correct any errors in a timely manner, and we do not charge any patient for items or services that we do not provide. Even though the patient did not owe a balance, and was assured that he didn't owe anything, the system generated invoice did get through in this case. Again, we apologize and assure you that all charges have been removed and the patient's account is showing a zero balance. [redacted]
Complaint: [redacted]
I am rejecting this response because: this response does not address the company stating they would not charge me for the months that were not paid by insurance. Saying the bill with Fletcher is paid in full is misleading and would like confirmation that my balance with [redacted], billing vendor, is also paid in full. As of today 12/1/17 there is a balance of $234.96 with [redacted] and that is the amount I am disputing.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this answers the complaint honestly but no one should have to go through this on top of having to work with a [redacted]'s health issue. They also need to coordinate their handling of claims with their employees as I personally received different answers for the same question depending on who I spoke to .
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The company is making false statements. The amount due from the patient was not $211.27 but that is the amount they took from me. The patient, [redacted], never gave them $211.27 because his insurance company said he should not. The patient's portion on their statement is $102.25 which is attached. He paid even less as you will see from the attached payment receipt of $87.97 which is $12.97 copay plus $75 for the rolling knee walker that was not covered by the insurance company. Fletcher was unethical in how they took too much money and how they held onto it before giving it back. My account was charged on Sept 30 and refunded on November 14th and now they are fabricating the entire incident. This is not a company anyone should consider doing business with and therefore this complaint should remain on their record.
Regards,
[redacted]