Company's response below:Complaint ID # [redacted] Ms [redacted] ’s complaint was that she was charged for several months for a wheelchair for her [redacted] when she only used the wheelchair for one month All amounts other than the initial $that Ms [redacted] 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 [redacted] ’s account is now showing as paid in full
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, ***, 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, ***, 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 dayWe 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]
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] ***
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 balanceWe 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: The company is making statements The amount due from the patient was not $but that is the amount they took from me The patient, [redacted] ***, never gave them $because his insurance company said he should not The patient's portion on their statement is $which is attachedHe paid even less as you will see from the attached payment receipt of $which is $copay plus $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 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] ***
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 insuranceSaying 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 fullAs of today 12/1/there is a balance of $with [redacted] and that is the amount I am disputing Regards, [redacted]
Company's response below:Complaint ID # [redacted] Ms [redacted] ’s complaint was that she was charged for several months for a wheelchair for her [redacted] when she only used the wheelchair for one month All amounts other than the initial $that Ms [redacted] 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 [redacted] ’s account is now showing as paid in full
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, ***, 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, ***, 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 dayWe 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]
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] ***
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 balanceWe 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: The company is making statements The amount due from the patient was not $but that is the amount they took from me The patient, [redacted] ***, never gave them $because his insurance company said he should not The patient's portion on their statement is $which is attachedHe paid even less as you will see from the attached payment receipt of $which is $copay plus $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 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] ***
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 insuranceSaying 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 fullAs of today 12/1/there is a balance of $with [redacted] and that is the amount I am disputing Regards, [redacted]