Verus Healthcare Reviews (%countItem)
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Verus Healthcare Rating
Address: 1569 Mallory Ln Bldg 100, Brentwood, Tennessee, United States, 37027-2872
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Does not follow up.
Mr. Charles I,
We are very sorry to learn of this. Our business operation is to measure up to customer satisfaction at all times. Please do us the favor and call us at 1-800-487-5566 so that we can learn more of your experience and prevent this from happening in the future.
Sincerely,
Verus Healthcare
Your customer service is the problem, had I not have called nothing would have ever happened, should have know better than to listen to *** . Looking to find a company wirh customer service and not someone covering their butt. If its any consulation *** is worse.
Horrible service. You are bounced around from person to person and no one ever knows what they are talking about. I am trying to switch companies right now. This is a company I would definitely never do business with.
Ms.
We are very sorry to learn of your recent experience with Verus Healthcare. While we understand the inconvenience and frustration that this has brought you, we hope that you will let us make it up to you in the future. Verus Healthcare's mission is to exceed customer expectations and setting the standards. Thank you for the feedback, we will use it for improvement in the future.
Should you need to speak with us regarding the issues, please call us at X-XXX-XXX-XXXX to speak with a Verus representative.
Sincerely,
Verus Healthcare
Verus continues to send me bills for medical supplies (CPAP) when I have copay. I have called and written numerous letters.
VERUS supplies me with CPAP supplies. Previously I was not getting bills from them and now I am because they have failed to bill my secondary provider. I have made several calls and written several letters. Get told it is not an issue when I call and get no response to my letters. Now they have even added a late fee. I want the bills to be stopped and for them to collect from *** as they did before, I even have one bill for $7.80 that the government clearly paid. My letters have been going to the address in Philadelphia.
They need to file with both *** and *** and stop billing me. They never billed me before. They also need to respond when they get a complaint or issue. I did not have this problem with them until recently and never had the problem with the previous supplier.
Dear Mr.,
We are very sorry to learn of your recent experience with Verus Healthcare. While we understand the inconvenience and frustration that this has brought you, we hope the recent conversation that you had with our billing representative successfully resolved your concerns. We will use the feedback you provided for improvement.
Should you need to speak with us in the future regarding this, please contact us directly at X-XXX-XXX-XXXX to speak with a Verus representative.
Sincerely,
Verus Healthcare
They have always been on mark as far as time goes. Only one small situation of wrong equipment, but was fixed immediately. Thank you for being a wonderful company.
Thank you for the kind words. We strive to always meet or exceed your expectations, and we look forward to continue providing your equipment and supplies.
Sincerely,
Verus Healthcare
I purchased a CPAP machine from this company and after I made a payment they started invoicing me for monthly rental. I returned the machine.
I purchased the CPAP machine on June 6,2018. I was told that my copay for insurance would be 169.89. A month later I started to receive invoices for rental on the machine. Nothing was ever mentioned about rental payments. The machine cost new around 700 and they wanted to bill my insurance company 153.12 a month for 10 months. I called them back and they had me return the machine. The received it August 2018. I have made numerous calls requesting a refund. Many times I was told that it was escalated up the ladder and I would get a call back when resolved. Finally they told me a refund was being processed for 79 dollars. That was never done. I inquired why it was not the total amount and they had no answer and said someone would get back to me. It has been four months and still no resolution.
Refund of the purchase price. I never was told or agreed to renting a machine.
Dear Mr.,
We are sorry to learn of your experience with us, and we want to apologize for any inconvenience we may have caused you. Please know that we will not disregard your feedback, but instead will learn and change from it to ensure other patients do not experience the same frustration.
At this time, we have fully researched your account and have implemented your desired resolution of the matter. Should you need to speak with a representative directly regarding this matter, please contact us directly at X-XXX-XXX-XXXX.
Sincerely
(The consumer indicated he/she ACCEPTED the response from the business.)
This company on the onset appears to be very professional and efficient. They are a replacement company for my prior CPAP supplier who were efficient and competent. My old supplier would send out supplies four times a year and bill my primary and secondary insurances appropriately. Never a problem. Now with Verus, my primary insurance was billed $536.73 after the insurance company applied a Provider Discount of 235.09 leaving my obligation of $301.64. My primary insurance paid 124.40 thereby leaving me and obligation of $177.24. For some cloudy reasoning Verus cannot bill my secondary insurance directly so they use a company called ***. *** billed my secondary and did indeed receive the $177.24 and thereafter billed me 190.34!
I attempted to call Verus but was told *** was a separate company so Verus would not be able to assist me with my billing concerns. *** has voice mail loops, music on hold and numerous people who do not have access to the information but the will gladly transfer you to someone who does again requiring more annoying on hold music and wait times. I've called at least three times and sent explanation of benefits by mail only to be sent to collections.
FIND YOURSELF ANOTHER CPAP PROVIDER!
We have received your review and do sincerely apologize for any confusion you may have experienced. We honestly wish to continue the positive business relationship that we have had with you for the last five years. Upon receiving your review, our customer service and billing teams immediately reached out to your secondary insurance company and are awaiting their response. As soon as they respond with the details, one of our Customer Service Representatives will bring you up to date with the most current billing information. In the meantime, if you have any questions or concerns please contact our billing department directly by phone at 888-214-6788. We would like to clear this matter up to your complete satisfaction as soon as possible. Thank you for choosing Verus Healthcare.
Verus absorbed my previous supply company, and requires advance payment (all other companies I've used have billed after shipment). Paid November 6, was advised 5-7 business days to receive my order. No news and no shipment as of November 17.
Called again, was placed on hold. After 10 minutes on hold, phone re-rang, but no answer, and went straight to voicemail. Left a message asking for immediate callback. One hour later, no callback, so called again. Was finally told my insurance had not cleared, transferred to insurance department. Spoke with them, system showed insurance was not clear, but they verified it was clear. Was advised order would be passed up to a manager, and shipped overnight that same day (November 17). No news and no shipment as of December 4.
Called again, was advised one part was on backorder until December 8. As order was now one month past due, opted to receive different brand of backordered item. Was promised overnight shipment, order was passed to a manager to push out. Provided email address to receive tracking number. No news and no shipment or tracking number as of December 5.
Called again. Was advised my account showed payment needed by customer, but that billing records showed I had paid, so "not to worry." No explanation for error in records. Was also advised that overnight shipment flag showed for my order, but order had not been processed. Was again promised overnight shipment, order passed to manager, etc. No news and no shipment or tracking number by 3 p.m. December 6.
Contacted my credit card to dispute charge for failure to deliver, contacted my insurance company to stop all payments to Verus, and called Verus to cancel order. Was *finallytold that order had shipped when I asked to cancel. Agent provided tracking number over the phone. Tracking number showed status as "label printed," no indication that order had actually been processed at that time. Advised Verus that I still wish to cancel, and if order is received, delivery will be rejected and returned to sender. It took immediate threat of order cancellation and/or charge dispute for order to be processed.
This appears to be a very frequent complaint with this company, with orders taking 1-3 months or longer to ship after payment is made, based on multiple reviews online, including other reviews right here on the Revdex.com website. The one and only time I have ever received an attempted phone call from Verus is when they asked for the initial advance payment to order new supplies (my phone number logs every call, incoming or outgoing, even if it is missed or no service). Also, I asked to speak with a manager on multiple calls, and was never once allowed to speak with a manager (they were always unavailable), in one case being left on hold for a full 10 minutes again, although this time another agent did pick up.
I am now working with my insurance to identify a new supplier, and am very disappointed that my previous supplier went into business with Verus.
December 11, 2017
Re: Revdex.com online review
Dear Mr.,
Thank you for your response regarding your order. We sincerely apologize for any inconvenience our partnership with Pacific Pulmonary (PPS) may have caused you. We work closely with PPS, and the Verus agent call center is currently working to assist in this situation.
Members of the Verus compliance team have reviewed the recorded calls and emails associated with the order to see where we can improve. We see where you placed an order on August 14th, but did not respond to the phone calls we made to notify you there was a copay. Consequently, this original order was voided due to multiple attempts without a proper response.
On November 6th, we see where you had made an inbound call to confirm your order. Unfortunately, when you placed the order in November, since PPS maintains their own inventory, the possibility of a delay due to back order was not communicated and unknown to the agent you spoke with. However, we did expedite this order once we were able to ship out your new mask, but we do see where we missed the time you indicated you would require a response, by 45 minutes, and now show this order was refused on December 7th. Since we show the tracking information where this order is being returned to our warehouse, the PPS billing team has been alerted and is in process of submitting a refund.
Again, we sincerely apologize for any confusion or lack of communication on our part. Should you have any additional questions or need additional information regarding this matter, please feel free to contact customer service at 800-487-5566 or email at [email protected].
This company practises deceptive business practices in order to over bill the Medicare system.
On 11/02/17 I requested C-PAP supplies specifically stating that I required a medium size face mask insert only. I also specifically stated that I did NOT want a full Face Mask Headset. I also inquired as to time exposure regarding government eligibility for replacement supplies. This was never responded to.
On 11/02/17 *** responded with, " Hi ***, I will get those supplies out to you."
A Full Facemask Headset was shipped.
No mention was made of the medium sized face mask inserts that I inquired about.
I did not receive what I ordered and still need.
By shipping the Full Facemask Verus can now bill Medicare for several times the Dollar amount of the items that I ordered. This is FRAUD.
This Company has done this in the past but this is the first time that I have kept an email record of what transpired and am thus able to support my contention.
Fraud by overbilling .. repeatedly. To contend that this is a 'One Time' error, or any error at all would be absurd.
I seek to obtain the original medium face mask inserts that I ordered. I seek to advise the Revdex.com that this Company practices over billing to Medicare or Medicaid by selectively shipping items the most costly items possible .. even when they are not ordered. I wish the Revdex.com to understand that this is an outfit is heavily involved in dubious Business Practices.
On November 3rd, Mr. ordered via email (1) replacement cushion for his CPAP mask. The email from the patient stated "I am in need of a medium face mask. NOT the entire head piece, just the full face mask insert." Due to his request, the patient was sent a mask kit including the cushion without the headgear. Mr. alerted our office he received a mask with a cushion, and that he only wanted a cushion insert for the mask.
After receiving the complaint, a sales supervisor called Mr.. During this call, we let Mr. know we did find where the agent placed an order for the entire mask and not just the (1) replacement cushion for the mask he requested. We apologized to Mr. for this error.
We discussed this with the agent who placed the order and the agent has undergone corrective action as a result. As a courtesy, the supervisor let Mr. know we would be sending an extra complimentary cushion. Mr. did not indicate he wished to return any supplies, mostly that he was unable to determine when he was eligible for different replacement supplies. The sales supervisor went on to discuss the eligibility schedule for his CPAP supplies. The supervisor provided his email and direct contact information to Mr.. He let Mr. know he would task reminder to personally follow up with him in February for his next order and encouraged Mr. to please let us know if we can be of further assistance.
Our billing department has flagged this entire claim to refund his primary insurance and to not bill his secondary insurance.
Furthermore, Mr. indicated he received supplies he did not order on other occasions. Mr. has ordered from Verus Healthcare since September of 2015. After researching his orders, we did not find any other instance of where Mr. indicated he received supplies he did not authorize. We are glad to address any other question he may have.
Thank you again for bringing this matter to our attention. Please feel free to contact Verus Healthcare at your convenience if you have any more questions regarding this matter.
(The consumer indicated he/she ACCEPTED the response from the business.)
The data stated by Verus Healthcare is primarily correct. If they follow thru with their statements to me on the phone my immediate difficulty will be resolved.
A portion of their statement was that I have not placed an order with them since 2015. I find this accurate also. But there-in lies the true nature of my complaint. That is: the shipment of inaccurate and more expensive merchandise than ordered. When they did that to me during 2015 I discontinued doing business.
Nor could they explain their mis-shipment and over billing to Insurance Companies this time around. 'Making nice' and shrugging it off does not correct their apparent policy.
Very dissatisfied with experience and cancelled any further contact with company.
Our local BiPaP supplier contracted with Verus several months ago. After receiving a letter, I called on behalf of my fiancé to discuss services. I was treated rudely on the phone so I ended the call rather quickly. I then called the local company who assured me that they would be able to handle our needs. I then called Verus a second time and ordered what supplies we were in need of. After waiting several weeks and receiving nothing from them, I made a third call and they had no record of the transaction so I explained to the representative that we were very unhappy and I had found someone local to obtain our supplies from and the account should be closed and no further contact made. In the mail this week we received an invoice from Verus stating that we owed an amount for a mask in September of this year that we neither ordered or received and the insurance had not covered. This company is ripping people off and the insurance providers they bill to. This bill needs to be adjusted to zero and the account closed as previously requested.
We want the account charge to be reversed and closed and no further contact from them.
Dear Revdex.com - Williamson County Branch:
Thank you for your letter regarding Mr. *** Case # XXXXXXXX
Per a signed delivery ticket (1) cushion was dispensed directly to Mr. from Verus Healthcare through our partner, *** on June 14th, 2017. After reviewing the recorded phone calls and documentation on file for Mr. we discovered another order was placed the same day, June 14th, by his fiancé, *** for (2) cushions, a mask including one additional cushion and headgear. Per the request from Mr. email, we voided the second order June 27th and placed his account in a "Do Not Call" status.
The amount for the initial order for (1) cushion directly dispensed to Mr. was billed to Mr. insurance. Per the denial, Mr. insurance company had already reimbursed for similar supplies deemed sufficient for that period. Consequently, he was billed for what his insurance would not cover. Per Mr. fiancé, he is working with another local company. Due to the confusion, we have since adjusted the balance for this cushion on Mr. account. Mr. has no balance with our company.
We sincerely apologize for any confusion or misunderstanding on our part. We hope to potentially have a relationship with Mr. in the future as his CPAP supply provider. Should you have any additional questions or need additional information regarding this matter, please feel free to contact Verus Healthcare or myself at your convenience, thank you.
Sincerely,
Verus Healthcare
July 2017
I needed a new *** S10 machine and really wanted to try the new Tap Pap nasal pillow mask to see if I would be more comfortable while sleeping at night but no local supply house carried that item nor would they order it for me.
I found out that Verus would order this mask for me and they also accepted *** insurance.
After my initial phone call to Verus, I sent my Rx and Ins info to their CSR team. Thank goodness I checked back with them (not vice versa) to ensure they received my info and had no further questions. I did this 3 separate times until I finally threatened to cancel my entire order which is when I received a Manager's POC and I sent them my info.....again. Success but nearly 2 weeks after my initial contact. I received my mask 3 weeks after my initial contact. It was as if they really didn't need my business and I was a burden.
Aug 2017
I had to call them back to get a status of my new CPAP machine and tubing. "We're sorry, it hasn't been ordered yet for some reason... I'll do that now." Ugh.
Sept 2017
Still no machine. I called Verus again for a status on my new S10 and they stated that it my account shows "ordered" in the system. I know that there is no delay due to insurance as *** will fully funds a new machine every 5 years, and I'm due. I told the CSR to cancel my order. I will find a local supply house to give me a new machine on the spot as I know that *** is not running low on supplies. I was able to get my TapPap mask (finally) from Verus so I really don't need to deal w/ them any longer. Hopefully new pillows in 6 months won't be too much of a burden to them but I will update this Review at that time either way.
I don't understand the business model. *** will NOT deal w/ online supplies (like www.cpap.com) but Verus has found a way around that. There's so much revenue to be made from *** recipients, one would think that Verus would be taking advantage of this and dominating the market.
I feel this is a management issue.
We have received your complaint and do sincerely apologize for any inconvenience you may have experienced. Our Customer Service management team has researched your account and found that after your initial order on 7/20/2017 that an invalid *** Member ID caused a hold to be placed on the entire order. Our sales team called you on 7/24/2017 and you returned the call the next day. The order was again placed on hold due to an invalid *** member ID. On 7/26/2017, we received all your documentation, including your Sleep Study, RX, and Demographics; and could verify your correct *** Member ID from it. Your supply order shipped out that same day. Unfortunately, your RX was incorrectly verified by our Documentation Department which caused further delay in your CPAP Machine being approved. We were unaware of our mistake until 8/17/2017 when you called in to check on the status. We worked to correct this error but it was not rectified by the time you call to void the CPAP Machine order on 9/8/2017. Currently, you have two supplies orders that are in the warehouse ready to ship. If you would like to reorder your machine or discuss this further, please email us at [email protected] or call us at 800-487-5566 and ask for the customer service department. We look forward to resolving this issue to your utmost satisfaction. Thank you for choosing Verus Healthcare.
My husband is dependent on his Bi-Pap and we were never notified that the original company was switching suppliers to pick up *** as their supplier. There have been numerous issues. Their customer service techs sit and argue with us over co-pays stating we owe them as we have not met yearly deductible, yet only three months prior my husband had emergency surgery which pushed us well past our deductibles and were confirmed this by our health insurance directly. Customer service is rude and argumentative... his orders have been wrong every single time, or never arrive and we are told that they need info from doctor, have placed orders on hold without notifying us. Not only are we switching providers we are telling our health insurance company that they should cut ties with this provider. I would give them a ZERO rating if I could!!!!
Since last August trying to get c pap machine but they always have an excuse that can't get a hold of doctor or something else.
Since last August trying to get a new c -pap machine because my old one not working properly. They kept making excuses to me that they need authorization from doctor to get one. They called doctors office and said they would fax everything to them. Will months went by and no machine. Called Verus again and kept telling me that Doctors signature wasn't on the paper work or doctor left off the diagnosis. My new company i'm going with is *** and they have called numerous times and they would not give out any information to them and had a very bad attitude with them. I called Verus again and now they told me I need a release of information form signed and faxed back to them. They emailed me one and I filled out the information and faxed it back to them a few days ago. *** called me and asked if I did what they wanted I said yes the fax went thru and I have a copy stating that. *** then called Verus and told *** that they received nothing and again wouldn't talk to them. I in turn called Verus and they told me they never received the fax and I said it showed that it went thru. Verus said they can't do anything because no fax.
Verus staff is very rude and seems they don't care about you.
I need a new machine and I can't get one because of this mess. *** told me that they can see what they can do. They are very nice and caring at ***
Since last August this has been going on and I shouldn't have to put up with this. It's a shame that they have to act like this.
Thank you
I would like Verus to send over all my information to *** so I can finally get a new machine that I need
We have received your complaint and do sincerely apologize for any inconvenience you may have experienced. Thank you for sending the release of information. We have received it and have faxed your documents per the request. In addition, we want to apologize for the issues in fulfilling your CPAP machine order. As you are a Medicare beneficiary, we are required to follow very specific Medicare criteria to ensure coverage of your CPAP equipment. These guidelines dictate that a replacement CPAP machine requires a detailed prescription from your physician and a face-to-face evaluation in which your physician documents that you are currently using and benefiting from the previous CPAP device. Although your physician did send a prescription in December 2016, we did not receive the required face-to-face evaluation charts notes until February 2017. Those chart notes stated that you use a CPAP but are "still symptomatic", which does not meet the Medicare criteria of using and benefiting. We apologize that our best efforts to work with your physician did not result in obtaining the required Medicare documentation. We have placed your account on our "DO NOT CALL" status, per your request and intention to work with another provider. We hope that these documents sent to the provider of your choice will help you to obtain the remaining needed documents to ensure that Medicare covers your replacement CPAP device. If you have any questions or concerns, please email us at ***@verushealthcare.com or call us at XXX-XXX-XXXX and ask for the customer service department. We look forward to resolving this issue to your utmost satisfaction. Thank you for choosing Verus Healthcare.
(The consumer indicated he/she ACCEPTED the response from the business.)
OVERCHARGING
I believe Verus is overcharging. I have had a CPAP machine for years and have never before received a bill. Verus charged me $27.55. When I called them they said it had to do with my deductible. This has never happened before and makes no sense, but I paid the bill. Today I received another bill for $61, including the $27.55 that I already paid. I checked Medicare and Blue Cross website and found I don't own them anything. I believe they are overcharging me and insurance companies.
Cancel the statement to me for $61.00 and repay the amount I paid ($27.55)
We have received your complaint and do sincerely apologize for any confusion you may have experienced. Our customer service team has looked into your account and they found the following information: Your machine was ordered on 7/7/16 and our representative mentioned that you would not owe a copay on a call and further explained that it was subject to change if the deductible happened to reset. This claim was billed and paid by *** in the amount of $131.08 leaving a $33.45 balance to your secondary insurance, ***. Our billing team then spoke with a *** representative who stated the claim was paid to you and not to *** on 5/5/16 in the amount of $33.45. Therefore, the balance was transferred back to you on 5/9/17.
The second invoice you received was your machine rental charge for January 2017. Medicare applied $27.55 to your 2017 deductible. On 3/20/2017, the *** representative reported that the claim was received on 1/20/2017 processed and paid to you in the amount of $27.55 on 1/24/2017. Therefore, the remaining balance was transferred to you, which you paid and it was posted to your account on 6/7/2017. Currently, we do not show that you have a balance of $61.00. You may have received the statement before the check was posted. There is still an open balance of $33.45, which is the amount *** paid to you instead of to *** on 5/9/17.
We would like to clear this matter up to your complete satisfaction as soon as possible. Please email us at ***@verushealthcare.com or call us at XXX-XXX-XXXX and ask for the customer service department. The people at *** value the relationship with each our customers and always treat them with respect. Please do not hesitate to contact us if we can be of any further assistance. Thank you for choosing *** Healthcare.
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked my past bank statements and do not see where I deposited those checks from ***or do I remember receiving them. So, how much do I own *** now?
We sincerely apologize for any continued confusion you may have experienced. Our billing department has researched your account and found that a total of $33.45 has been processed back to your respective insurances policies. We are awaiting a response from your insurance companies before we can update your balance. There is also a claim for the 6/7/17 rental which we are also waiting to hear back from your insurance on before we can give you a final statement. The estimated balance for that date of service is $5.51 but again, that is not final. We will contact you with a full statement as soon as we get confirmation from your insurance companies. If you have any questions or concerns while we wait for the final word from your insurance companies, please email us at ***@verushealthcare.com or call us at XXX-XXX-XXXX and ask for the billing department. We look forward to resolving this issue to your utmost satisfaction. Thank you again for choosing *** Healthcare.
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait until *** receives responses from my insurance companies. Obviously, as I expected, the statement I received dated 6/7/2017 in the amount of $61.00 was incorrect. I have asked them to tell me how much I owe and still have not received a response explaining why I owe them $36.96 (not $61.00) I am hoping that Medicare and*** will find another company to handle my CPAP supplies.