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VGM Homelink Reviews (47)

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. ***
*** ** ***Quality AuditorVGM HomelinkPhone- *** Fax-***

Homelink did discover an internal error on our partbackground-">
Homelink is writing off the entire amount due by the complainantWe have also pulled the file from collections and the negative statement on her credit report will be expunged
We appreciate the opportunity to correct this issue
I apologize sincerely for any inconvenience that this may have caused.Warmest regards,
*** ***
*** ***
CRT/RCP
Privacy and Compliance Adviser
VGM Homelink
Company Phone: 800-482-ExtDirect Phone: 866-546-Direct Fax: [email protected]
www.vgmhomelink.com/

I followed up with the complainant by telephone on 11/17/I apologized to the complainant about a procedural issue on behalf of
my company which lead to a misunderstanding in regard to a bill that was to be paid by him.After explaining the issue, he reported that he would pay the disputed bill by the end of the week, but offered advice on how we might avoid issues like his in the futureThank you for allowing us the opportunity to correct this issue
Warmest regards,
*** ***
*** ***
CRT/RCP
Accreditation/Privacy and Compliance Adviser
VGM Homelink
*** *** *** ***
*** *** ***
*** *** ***
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***

VGM Homelink received the complaint and contacted the patient to gather information on what supplies he was charged for that he did not receive. We included the account information on the supplies we billed for. After reviewing, the patient determined that he did receive the supplies VGM
Homelink billed for. The patient was satisfied with the explanation

This letter is in response to complaint ID #[redacted], which you received on 8 June, 2016 from Mr. [redacted] from Cumming, GA. Mr. [redacted] complaint was that their insurance changed and Homelink never notified them that we could not bill the new insurance. Homelink was...

contacted by our provider, Byman and Associates, on 8115/2014, to inform us that Mr. [redacted] was needing a new Continuous Passive Air Pressure (CPAP) unit, and requested we contact his insurance to ensure claims would be processed. Homelink did verify Mr. [redacted] benefits with Aetna, and assumed billing for the CP AP. Aetna (as well as most insurance companies) does not purchase a CP AP outright, they rent the units for 10 months before converting to purchase to ensure compliance. Mr. [redacted] new CPAP was received on 8/21/2014. Homelink filed the claim for the first month's rental with Aetna, and it was processed according to Mr. [redacted] benefits. Homelink received continued CP AP rental claims from our provider, and the Explanation of Benefits received on 10/2412014 for the September and October rental claims showed they were denied by Aetna, stating Mr. [redacted] coverage with them had terminated on 8/31/2014. Mr. [redacted] should have received his own copy of the Explanation of Benefits from Aetna as well. Mr. [redacted] contacted Homelink on 3/25/2015 after he received Patient Responsibility letters explaining his claims were denied by Aetna and the amount owed for September and October rental of his CPAP (November Patient Responsibility letter was mailed on 3/27/2015). Mr.[redacted] informed us at that time that his Aetna insurance did stop on 8/3112014, but then he had coverage from Blue Cross/Blue Shield from 09/0112014 - 11/30/2014, then he was covered again by Aetna from 12/1/2014 - 12/3112014, and is currently insured by another company.Once we were notified of the changes, Homelink billed December's rental to Mr. [redacted] Aetna insurance, and January, February, and March rental claims to his new insurance. Homelink is not contracted with Blue Cross/Blue Shield, so we did not file claims with them. Homelink's policy is to only bill insurance companies where we can utilize the patient's InNetwork benefit level, and since we would be considered Out-of-Network with Blue Cross/Blue Shield, we cannot submit.Our collections agency, Tri-State Adjustments (TSA) contacted Mr. [redacted] on [redacted], and forwarded his concern to us that we billed the wrong insurance company (Aetna), and we needed to file a claim with Blue Cross/Blue Shield. Homelink's response (which was communicated to Mr. [redacted] by TSA) was that we are unable to bill his new insurance company, and that he is still responsible for those 3 months rental of his CPAP.TSA had been in contact with Mr. [redacted] up through 4/712016, and forwarded requests for statements showing the orders that were filed, amounts he had paid, and outstanding balances and a letter explaining that we could not file claims with Blue Cross/Blue Shield. Homelink sent all requested information to Mr. [redacted].I apologize that there was some miscommunication to Mr. [redacted] on the actual amount due, as one of our representatives unfamiliar with his account gave wrong information, but both Homelink and TSA did send correct patient responsibility letters several times previously.Homelink followed our internal processes regarding Mr. [redacted] account. Claims were filed with the information we had been given and believed to be current. Once we were notified of the new insurance companies and effective dates of coverage, we immediately filed claims with those we were contracted with. We will not adjust the billing with this account and will update the credit bureaus once payment in full is received.Sincerely,[redacted]

Our Quality Auditor, [redacted] spoke to the complainant on Friday, March 6th,  2015 and following is his...

summary: 
Received call from patient, T[redacted], returning my call.  I introduced myself to T[redacted] and stated that we did review his file and the error was completely Homelink's fault.  I explained that the process was to bill his primary insurance, and if there was an amount due, send back to Airway Oxygen so they could bill his secondary insurance.  I stated that we missed this step completely.  I explained that we have pulled the file from TSA and they are removing the derogatory information from his credit report.  I also explained that we are sending a letter explaining that the derogatory information is in the process of being removed from his report, which could take 2-3 weeks.  I also advised that there were two other orders that had just been sent to TSA, but those were being pulled and if he receives a bill from TSA to ignore.  I asked T[redacted] to keep my phone number and if he receives another bill to let me know and I will get this corrected.  I apologized again. 
 
Thank you,Rick Hibben
 
[redacted]
CRT/RCP
Privacy and Compliance Adviser
VGM Homelink
Company Phone: [redacted] Ext.6893
Direct Phone: [redacted]
Direct Fax: [redacted]
www.vgmhomelink.com/

Here is Homelink’s response to the complaint received.  We were able to determine that the patient did return his medical...

equipment in October 2013 and the provider is only billing for 3 months rental, versus the initial purchase of the machine.   The patient has been working with Homelink since 3/16/2015 to get this resolved.  
  Please let me know if you have questions or concerns with our response.  Thank you.
 
[redacted]
 
[redacted]
Quality Auditor
VGM Homelink
Phone- [redacted] 
Fax-[redacted]

Homelink did discover an internal error on our part. Homelink is writing off the entire amount due by the complainant. We have also pulled the file from collections and the negative statement on her credit report will be expunged. We appreciate the opportunity to correct this issue. I...

apologize sincerely for any inconvenience that this may have caused.Warmest regards,[redacted]CRT/RCPPrivacy and Compliance AdviserVGM HomelinkCompany Phone: 800-482-1993 Ext.6893Direct Phone: 866-546-6893Direct Fax: [email protected]/

I received the complaint from Ms. [redacted] on 8/13/14.  Ms. Has confirmed her credit card has been refunded $30  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]Date: Fri, May 15, 2015 at 11:30 AMSubject: RE: You have a new message from the Revdex.com of WisconsinTo: "[email protected]" <[email protected]>
I do not agree, the reason is when I spoke to [redacted], she said that we owe only $64.09 I asked her is that the final amount [redacted] said yes, based on that I immediately sent the check to HomeLink. To 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] committed. Is this really a genuine company?
Regards,
[redacted]

I had to switch insurance companies to get rid of these people I could not take it anymore starting about 4 months ago started getting past due bills for a invoice for December 2014 got three of them paid all three ... talked to a rep told her I had paid them three times she said I was paid up and not to worry account was up to date this time I got a call on the phone for a bill in November 2014 I checked my bank account and they got a payment from me in November 2014 so here we go again they wanted me to pay with a credit card over the phone .. So why did I not get a bill since November 2014 for the bill why a year later they are calling on the phone for money something is really fishy here I am leaving [redacted]. the first of the year just to get rid of these people ...

This letter is in response to complaint ID # [redacted], which you received on 5/26/2015 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 Ohio. Ms. [redacted] even...

provided the documentation and Ohio Revised Code stating that her supplies are tax exempt. Homelink 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 exempt. I 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: 877-889-3756

[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 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 1/2/2014.  The second recording is from Mr. [redacted]’s conversation with [redacted] on 1/31/2014.
 
  There is no note or recording from March 2014 where Mr. [redacted] spoke to Terri/[redacted] regarding the $64.09 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- 877.470.7967 
Fax-877.889.3756
[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]

This letter is in response to complaint ID #[redacted], which you received on 8 June, 2016 from Mr. [redacted] from Cumming, GA. 
Mr. [redacted] complaint was that their insurance changed and Homelink never notified them that we could not bill the new...

insurance. Homelink was contacted by our provider, Byman and Associates, on 8115/2014, to inform us that Mr. [redacted] was needing a new Continuous Passive Air Pressure (CPAP) unit, and requested we contact his insurance to ensure claims would be processed. Homelink did verify Mr. [redacted] benefits with Aetna, and assumed billing for the CP AP. Aetna (as well as most insurance companies) does not purchase a CP AP outright, they rent the units for 10 months before converting to purchase to ensure compliance. Mr. [redacted] new CPAP was received on 8/21/2014. Homelink filed the claim for the first month's rental with Aetna, and it was processed according to Mr. [redacted] benefits. 
Homelink received continued CP AP rental claims from our provider, and the Explanation of Benefits received on 10/2412014 for the September and October rental claims showed they were denied by Aetna, stating Mr. [redacted] coverage with them had terminated on 8/31/2014. Mr. [redacted] should have received his own copy of the Explanation of Benefits from Aetna as well. 
Mr. [redacted] contacted Homelink on 3/25/2015 after he received Patient Responsibility letters explaining his claims were denied by Aetna and the amount owed for September and October rental of his CPAP (November Patient Responsibility letter was mailed on 3/27/2015). Mr.[redacted] informed us at that time that his Aetna insurance did stop on 8/3112014, but then he had coverage from Blue Cross/Blue Shield from 09/0112014 - 11/30/2014, then he was covered again by Aetna from 12/1/2014 - 12/3112014, and is currently insured by another company.
Once we were notified of the changes, Homelink billed December's rental to Mr. [redacted] Aetna insurance, and January, February, and March rental claims to his new insurance. Homelink is not contracted with Blue Cross/Blue Shield, so we did not file claims with them. Homelink's policy is to only bill insurance companies where we can utilize the patient's InNetwork benefit level, and since we would be considered Out-of-Network with Blue Cross/Blue Shield, we cannot submit.
Our collections agency, Tri-State Adjustments (TSA) contacted Mr. [redacted] on [redacted], and forwarded his concern to us that we billed the wrong insurance company (Aetna), and we needed to file a claim with Blue Cross/Blue Shield. Homelink's response (which was communicated to Mr. [redacted] by TSA) was that we are unable to bill his new insurance company, and that he is still responsible for those 3 months rental of his CPAP.
TSA had been in contact with Mr. [redacted] up through 4/712016, and forwarded requests for statements showing the orders that were filed, amounts he had paid, and outstanding balances and a letter explaining that we could not file claims with Blue Cross/Blue Shield. Homelink sent all requested information to Mr. [redacted].
I apologize that there was some miscommunication to Mr. [redacted] on the actual amount due, as one of our representatives unfamiliar with his account gave wrong information, but both Homelink and TSA did send correct patient responsibility letters several times previously.
Homelink followed our internal processes regarding Mr. [redacted] account. Claims were filed with the information we had been given and believed to be current. Once we were notified of the new insurance companies and effective dates of coverage, we immediately filed claims with those we were contracted with. We will not adjust the billing with this account and will update the credit bureaus once payment in full is received.
Sincerely,
[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 4 or 5 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.

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]

[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.  I made the mistake and I apologize to Homelink and the Revdex.com for the trouble I have caused them.
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]
[redacted]Quality Auditor
VGM Homelink
Phone- [redacted] 
Fax-[redacted]
[redacted]

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Address: PO Box 78492, Milwaukee, Wisconsin, United States, 53278-8492

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