VGM Homelink

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]

I contacted VGM homelink, while I was months pregnant and developed varicose veins, for compression hose - My insurance company recommended that I use them as a contracted vendor to source this item When I called I spoke with a very nice representative who ASSURED me that he had spoken with my insurance company and that compression hose were covered - in fact TWO pairs were covered under my plan and even though I didn't need two pairs - he insisted well YEAR later Im getting calls that my insurance company was not paying any part of the claim because when first submitted for payment they submitted under the wrong name (claim denied), they resubmitted MONTHS later under the correct contractual party name (denied bc it was filed too late) and now my insurance company is saying compression hose are not covered under my plan - and bc of the late filing there is no longer a recording of the conversation my insurance company supposedly had with VGM Homelinkso now I am responsible for the two pairs of compression hose I would have never purchased had they not been covered by insurance I feel taken advantage of and lied to and left in the dust - Homelink has taken zero responsibility in any possibility of an error on their side and were completely unapologetic I guess the lesson here is get everything in writing!!

This letter is in response to complaint ID # [redacted] , which you received on 5/26/from Ms [redacted] of Quaker City, OH.Ms [redacted] complaint was that Homelink is billing her for sales tax, even though the medical supplies she is receiving are tax exempt in OhioMs [redacted] even provided the documentation and Ohio Revised Code stating that her supplies are tax exemptHomelink did receive that documentation provided by Ms [redacted] and have not been billing her for the sales tax; however, our computer system was set up to apply sales tax to comply with federal law, and we are currently trying to adjust this to either exempt these items from sales tax (based on the specific item and specific state) or allow our Patient Care Coordinators the ability to manually over-ride the system so the sales tax is not applied when the item is exemptI called Ms [redacted] and explained that Homelink was not billing for sales tax, but currently are not able to over-ride in our system.I apologize for the inconvenience to both Ms [redacted] and to you, and we are working to resolve this issue, but I can assure you that Homelink will not bill anyone sales tax for an item that is tax exempt[redacted] Quality Auditor, VGM HomelinkPhone: 877-470-7967Fax: 877-889-

I received the complaint from Ms [redacted] on 8/13/ MsHas confirmed her credit card has been refunded $ and the issue has been resolved I have faxed our resolution to your office Please let me know if you have received the fax Thank you Scott [redacted] Quality Auditor VGM Homelink [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below From: [redacted] [redacted] Date: Fri, May 15, at 11:AMSubject: RE: You have a new message from the Revdex.com of WisconsinTo: "[email protected]" I do not agree, the reason is when I spoke to [redacted] , she said that we owe only $I asked her is that the final amount [redacted] said yes, based on that I immediately sent the check to HomeLinkTo us this account is closed, VGM HomeLink is putting more stress and pressure and harassing us day-in-day out through the collection for the error [redacted] committedIs this really a genuine company? Regards, [redacted]

I did review this complaint and while the services were completed in an adequate time, Homelink did not pass on relative information that would have alerted our provider on the urgency in completing this order Due to the fact we did not meet our standards of customer service, Homelink is waiving the amount due by the complainant Please contact me if you have any questions regarding our response Thank you and have a great week [redacted] Quality Auditor VGM Homelink Phone- [redacted] Fax- [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

I had nothing short of a nightmare experience with this firm They kept calling me asking me for payment over the phone I proved I had made the payments I was rerouted to or different people Then they sent my account to a collection agency!!! They are either incompetent in the billing department, or have quite a scam going on there

I received the complaint from L. *** today. Ms. [redacted] did contact Homelink on 4/18/ # #ffffff;">as Ms. [redacted] did pay her account in full. Ms. ***' daughter, Madison, received medical equipment from Georgia Medical Equipment on 03/22/013. VGM Homelink verified the patients primary insurance on this date and no sceondary insurance was indicated. VGM Homelink sent the claim to the primary insurance only, and the claim was processed and the entire amount ($137.24) was applied to the patient's deductible. VGM Homelink sent Ms. [redacted] the invoice on 7/26/2013 showing that the claim was processed by Cigna and stated that $137.24 was applied to Madison's deductible and that amount is due upon receipt. Once this invoice was sent the account was sent to the billing department. After there was no response to the invoice for 5 months, the account was sent to Tri-State Adjustments. Tri-State Adjustments did attempt to call Ms. [redacted] 6 times before they received an operator message indicating the number was changed. Also, a letter was sent to Ms. *** on 12/05/2013 advising that the account was turned over to Tri-State Adjustments. Ms. [redacted] contacted Tri-State Adjustments on 4/15/2014 and was advised that if she paid her account in full, they would remove the information from her credit file. Ms. *** sent an email to VGM Homelink (received 4/18/2014) stating she had filed a complaint with the RevDex.com and requested we work together to resolve this issue. I did contact Ms. [redacted] via email and explained that we did not know of a secondary insurance, and also advised her on how to expedite payment. Ms. [redacted] did pay her account in full on 4/18/2014, Tri-States Adjustments has been notified, and this matter is being removed from her credit file, which could take 30-45 days. I do apologize for the inconvenience to Ms. [redacted] regarding this claim; however, Homelink did follow all of our internal processes to collect payment prior to turning her account over to TriStates Adjustments. Thanks and have a great day. *** [redacted] Quality Auditor, VGM Homelink Phone- [redacted] Fax- [redacted]

I am attaching two recordings that Mr [redacted] has requested The first attachment is a .WAV file from a conversation with Ms [redacted] with our representative, [redacted] on 1/2/ The second recording is from Mr [redacted] ’s conversation with [redacted] on 1/31/ There is no note or recording from March where Mr [redacted] spoke to Terri/ [redacted] regarding the $due Please let me know if there is anything else I can do to help resolve this complaint Thank you [redacted] [redacted] Quality Auditor VGM Homelink Phone- Fax- [redacted]

I have used Homelink for approximately 2 years. The billing for medical supplies was required to be paid, before the equipment was mailed to my residence. It has been almost 8 months since I have ordered from them, and upon checking my credit report, it shows that I have a collections of $31.00 from them. Since payment is required before receiving the supplies, I am not sure why Homelink sent this erroneous account to a collections agency. I will no longer use this company for my medical supplies.

0 stars. Worst customer service imaginable. Extremely frustrating. All telephone operators are sweet and polite but do not follow through on anything. It took 2 months to get a CPAP machine. The "customer service rep" handling my case never returned any phone calls or emails. Whenever you call the 800 number they transfer your call and the call never gets picked up. I'm actually on hold right now for the fourth time in days trying to get a billing question resolved. The phone says 15 minutes listening to elevator music.
Avoid this company at all costs!

Please see the response below to your billing concern with HOMELINKI have cc’d a
copy to the Revdex.com as well
Please feel free to contact me with any questions
I want to take this opportunity to thank you for the concern that you brought to the attention of the Revdex.com and HOMELINK regarding a claim on your account for a product that you did not request
HOMELINK has adjusted the balance of your account in the amount of $for the filter that you receivedYou do not have to send this filter back
You will no longer receive any calls in reference to order number ***If you have any concerns in the future, please feel free to contact me directly at ***
We appreciate the opportunity to serve you and hope that we are able to do so again in the future
Warmest Regards,
*** ***
CRT/RCP
Accreditation/Privacy and Compliance Adviser
VGM Homelink
Company Phone: *** Ext
Direct Phone: ***
Direct Fax: ***
***
Warmest Regards,
*** ***
CRT/RCP
Accreditation/Privacy and Compliance Adviser
VGM Homelink
*** *** *** ***
*** *** ***
*** *** ***
***
*** * ***

This letter is in response to complaint ID #***, which you received on 11130/from Mr*** *** from Coram New YorkMr*** complaint was that he looked at his credit report and realized there was derogatory information regarding $due to VGM Homelink,
and did not know what it was about.VGM Homelink received an order from Bio Dynamic Technologies for a Knee Continuous Passive Motion (CPM) device to be dispensed to Ms*** ***The order was also for a synthetic sheep skin pad to be used with the CPMVGM Homelink verified Ms*** insurance and proceeded with the orderThe CPM was delivered to Ms*** on August VGM Homelink billed Ms*** Cigna policy and was reimbursed for the CPM, but the synthetic sheep skin pad was not a covered itemThe $charge that Mr*** is referring to is the cost of the non-covered itemVGM Homelink sent Ms*** a patient responsibility letter on November 2014, showing what their insurance paid and that they were responsible for the $synthetic sheep skin padThis was sent to our collections department on December 2014, and they called on January Another letter was sent on January stating this account would go to collections if payment was not receivedThe account was sent to Tri-State Adjustments (TSA) and the pt notice was sent on March TSA attempted to call Mr*** times in April and once in May There is no record ofMr*** returning the calls or responding to any of the letters sentA final letter was sent to Mr*** on June 2015 advising that the delinquent amount was going to be sent to the credit bureausAgain, there was no response to this letterI have attempted to contact Mr*** by telephone (and December 2015) and email (9 December 2015) requesting he contact me to discuss this complaint, but I have not received a responseI have reviewed the steps that were taken to contact Mr*** regarding the amount due, and determined that all internal processes were followedI have requested that the patient invoice be mailed to Mr*** again, which shows how the insurance processed the claim and where to send the payments toI apologize that VOM Homelink had to resort to having derogatory information placed on Mr. *** credit report, but we exhausted all other avenuesPlease contact me if you have further questions or concerns regarding this matter*** ** ***Quality Auditor, VGM HomelinkPhone: 877-470-7967Fax: 877-889-3756Email: [email protected]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

I apologize for Mr*** frustration, but we need to have current documentation to provide medical equipment. Mr*** contacted Homelink on 12/28/requesting a new CPAP machine to be provided so it would be processed using his deductible. Homelink requires a sleep study
to provide to the Respiratory Therapists so they can set up the machine with the correct settings. We have not provided Mr*** any CPAP supplies since 2007, so did not have current information to pass on. When our Patient Care Coordinator contacted Mr*** with this requirement he was not pleased having to retrieve medical documentation from years ago. Again, I apologize for his frustration, but we must follow our internal processes to continue to be an accredited company

I am writing in regard to complaint number ***, from Mr*** ***While Mr*** is somewhat correct in his complaint that the claims from the state of Illinois aren't processed until a year later" it is actually greater than a year and in some cases closer to
yearsHOMELINK and its provider network provide items and services in good faith to the members of The State of IllinoisThe State of Illinois members have been the beneficiaries of our servicesHOMELINK is a for profit business which depends on payers to be timely in order for us to meet our obligations as wellI believe that this member's complaint is misplaced and should be addressed with his insurance company and not HOMELINKHOMELINK will continue to make collection efforts from this and all members of said payer until there is a resolution to the outstanding debtI would suggest that the members of The State of Illinois Insurance carriers be contacted by their members to inquire as to why their insurance is unable to pay when they are paying the premiumsIf payment is received from the insurance, any non-patient portion will be returned to the member in a timely mannerWarmest Regards,
*** ***

This letter is in response to complaint ID #***, which you received on 11130/from Mr*** *** from Coram New York.Mr*** complaint was that he looked at his credit report and realized there was derogatory information regarding $due to VGM Homelink, and did not
know what it was about.VGM Homelink received an order from Bio Dynamic Technologies for a Knee Continuous Passive Motion (CPM) device to be dispensed to Ms*** ***The order was also for a synthetic sheep skin pad to be used with the CPMVGM Homelink verified Ms*** insurance and proceeded with the orderThe CPM was delivered to Ms*** on August VGM Homelink billed Ms*** Cigna policy and was reimbursed for the CPM, but the synthetic sheep skin pad was not a covered itemThe $charge that Mr*** is referring to is the cost of the non-covered item.VGM Homelink sent Ms*** a patient responsibility letter on November 2014, showing what their insurance paid and that they were responsible for the $synthetic sheep skin padThis was sent to our collections department on December 2014, and they called on January Another letter was sent on January stating this account would go to collections if payment was not receivedThe account was sent to Tri-State Adjustments (TSA) and the pt notice was sent on March TSA attempted to call Mr*** times in April and once in May There is no record ofMr*** returning the calls or responding to any of the letters sentA final letter was sent to Mr*** on June 2015 advising that the delinquent amount was going to be sent to the credit bureausAgain, there was no response to this letter.I have attempted to contact Mr*** by telephone (and December 2015) and email (9 December 2015) requesting he contact me to discuss this complaint, but I have not received a response.I have reviewed the steps that were taken to contact Mr*** regarding the amount due, and determined that all internal processes were followedI have requested that the patient invoice be mailed to Mr*** again, which shows how the insurance processed the claim and where to send the payments to.I apologize that VOM Homelink had to resort to having derogatory information placed on Mr. *** credit report, but we exhausted all other avenuesPlease contact me if you have further questions or concerns regarding this matter.*** ** ***Quality Auditor, VGM HomelinkPhone: 877-470-7967Fax: 877-889-3756Email: [email protected]

This letter is in response to complaint ID #***, which you received on 5/7/from Ms*** ** *** in Lawrenceville, GeorgiaMs*** received a Continuous Positive Air Pressure (CPAP) machine and supplies on 5/3/2013.
Ms***'s insurance company
does not purchase the device outright, but instead rents the equipment for months, and after that time, the device is considered purchased and belongs to the patientMs*** contacted Homelink on 1/2/stating she received a call from someone stating that the device was considered purchased in November I have reviewed this phone call, and *** our representative, explained in detail that the CPAP would not be considered purchased until the 10th months, which would be February Ms*** acknowledged understanding that the device would be billed again in February.
Mr*** ***, the patient's spouse, contacted Homelink on 1/31/and also spoke to *** explained how the rental process worked, and also reviewed the health insurance benefits with himSince it was the beginning of the year *** explained that their deductible needed to be met prior to the insurance paying 90% of the billed amount, as they did the previous eight months rental*** explained in detail that until the deductible was met, Mr*** could be responsible for the entire $for both January and February rental*** also explained that we would not know the exact amount until the claims were processed by their insurance companyMr*** expressed understanding of the process.
Mr*** left a voice mail with Homelink on 12/stating they could not afford this equipment and wanted it picked upMr*** later called that same day and spoke with ***, who explained that the CP AP was considered purchased after the February claim and they could not return itAt that time Mr*** claimed that he was misled on a previous call that all he owed was $and it was not his responsibility to pay more than thatMr*** asked to speak with a manager and was transferred to ***, who again explained to him that he was responsible for the balance due.
Mr*** also called me on 12/31/2014, and stated he spoke to Homelink in March and was told that all he owed was $64.09, and since he paid that amount he is not liable for any further billingI attempted to explain to Mr*** that the amount due on the order number he called on was $64.09, but there was a balance on previous claimsMr*** stated that he is now retired and cannot pay the $83.32, and he is not responsible to pay itI explained to Mr*** that he is responsible for this amount, and we can work on spreading the collection out so he could make paymentsMr*** said he was not paying.
Homelink does record phone calls and keeps notes on each patient, which is how I compiled this informationWe have not received any calls from Mr*** since 12/This order was sent to our collections agency, Tri-State Adjustments (TSA) on 12118/I confirmed with TSA that they have attempted to call the ***'s several times between December and April but the phone was never answeredHomelink will continue with the collection process.
I do apologize for the inconvenience this issue has caused you, Ms*** and her spouse, Sayed, however, Homelink has explained to them several times this is a just debt and they are responsible for the amount dueSincerely,
*** ** ***
Quality Auditor, VOM Homelink
Phone: ***
Fax: ***
Email: ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***