Walkenhorst's

We have completed our investigation of Ms [redacted] complaint regarding her billingAlthough Ms [redacted] paid two of the three outstanding claims, there was a third claim that remained unpaidHowever, since it appears that Ms [redacted] was acting in good faith, KCI will write off the disputed amount of $Ms [redacted] account has been credited in full and there is no longer an amount owed to KCI

“We were unable to obtain the necessary documentation from Highmark DelawareWe did speak with Ms [redacted] several times, but she declined to send us the Explanation of Benefits (EOB) she received eitherWe agreed to mail her a statement for the full retail chargesThis was sent out on 01/19/Once we receive payment and the EOB from Ms [redacted] , we will adjust the account to match the insurance allowance.” If you have any questions, please feel free to contact me Thanks,

The local KCI service center has indicated that a replacement VAC was delivered yesterday afternoonIn addition, any billing for the time that the unit was down will be creditedMs [redacted] can contact [redacted] ***, SrManager for Billing and Collections at her cell [redacted] if there are any further issues regarding billingIf there is any other assistance that we can provide, please let us know

Initial Business Response / [redacted] (1000, 5, 2015/04/29) */ Mrs [redacted] placed an order with us on February and the order was shipped out the same day with Golden State Overnight tracking number#XXXXXXXXXXXXXXXXXXXX to [redacted] Tracking information is attached The package was signed for by B[redacted] who we have confirmed works at [redacted] Per Mrs [redacted] request, we contacted [redacted] to determine the location of the package she orderedWe spoke with ***, a supervisor in [redacted] 's mail room, and [redacted] confirmed that [redacted] did receive the packageSince [redacted] has confirmed that they received the package but Mrs [redacted] intended recipient at [redacted] has not received the package yet, we would recommend that a grievance be filed with the facilityThe would initiate a investigation at the facility that would result in Mrs [redacted] recipient receiving his package or he would be reimbursed for the package contents if it were determined that the facility lost the package

RevDex.com: I have reviewed the newest response made by the business in reference to complaint ID [redacted] , and find that this resolution is overall satisfactory to me. I have just yesterday received my bill after many years & phone calls. I will send my check from my insurance company as soon as I receive. It will take a few months for the insurance company to reissue it, as it had expired since KCI took so long to send me a bill. I am glad that this will soon be resolved.In response to the latest message...1) The reason KCI was unable to obtain the necessary documentation Highmark Delaware is that I have never in my entire adult life been a client of Highmark Delaware. My insurance company has always been CareFirst BlueCross BlueShield. My insurance is through Maryland. I tried to explain this over the phone to Rick on January 14, 2016 when he called.2) I did decline to send the Explanation of Benefits on January 14, 2016 since I had already spoken to my insurance company, CareFirst BlueCross BlueShield, prior to this date & they were already in the process of mailing the EOB to KCI & was not going to send the document that was already being sent.In response to a previous message...I tried to call Ms [redacted] as instructed to in the message. When I called and asked for Ms [redacted] I was transferred multiple times & finally told I would be transferred to "Penny" who I thought would be Ms ***, but when I left the voicemail it was not. Penny did return my phone call, & concluded that since Rick had already spoke to me that Rick was going continue handling my case. I called to speak with Ms [redacted] and left Ms [redacted] a voicemail. I have never received a call back from Ms ***. Regards, [redacted]

Hello, We have followed our standard procedure for incorrect items at a correctional facilityIf item(s) are incorrect upon arrival we need to have officer verification so we can get approval to send in a replacement package or know the item(s) are being returned for a refundWe also have been in communication with the inmate as of October 3rd as to how to correct the issue at the facility Since we are unable to get an officer’s verification at this time and the incorrect CDs have not been returned, we will do a one-time refund of the products for the amount of $The refund is being issued back to the credit card used for payment on the orderIn the future, if this issue happens, we will need the incorrect item(s) returned for exchange or refund Thank you, [redacted] Supervisor

After conducting research it was found that the initial discontinuance of the therapy was based upon documentation received from UCSFSince KCI has now received information that the VAC therapy should continue, we have re-started the order and shipped supplies todayHowever, we have not yet
received outstanding necessary documentation and will pursue the script that will validate implementation of the VAC therapy

The local KCI service center has indicated that a replacement VAC was delivered yesterday afternoonIn addition, any billing for the time that the unit was down will be creditedMs*** can contact *** ***, SrManager for Billing and Collections at her cell *** if there are
any further issues regarding billingIf there is any other assistance that we can provide, please let us know

We have completed our investigation of Ms*** complaint regarding her billing. Although Ms*** paid two of the three outstanding claims, there was a third claim that remained unpaidHowever, since it appears that Ms*** was acting in good faith, KCI will write off the disputed amount
of $Ms*** account has been credited in full and there is no longer an amount owed to KCI

I feel the best way to show that we are trying to make this matter right is to forward you all the e-mails I have sent ***We are waiting to hear from him what he wants us to do. Thank you,Donna RineerBob Rineer Builders, Inc.---------- Forwarded message ----------From: DONNA RINEER
Date: Thu, Apr 21, at 1:PMSubject: RE: ApologiesTo: *** *** ***,That is fineWe will wait to hear from you.Thank you,DonnaBob Rineer builders, Inc.On Apr 21, 1:PM, "***, ***" wrote:Hi Donna, *** and I discussed this last night, and we both feel it would be in our best interest to have an impartial, third-party contractor take a look at the roof, and give us an assessment on what is wrong, particularly the gaps where we can see light coming through from inside the attic, and the best way to fix it I am also going to take the time this weekend to carefully inspect all exposed wood from within the attic to make sure there are no other areas of rotten wood, and I would like to look closely at the other corners and edges from the outside. As soon as I can do these things, I will get back to you Hopefully by the end of next week. I appreciate your patience and understanding. *** ***Team Lead - CCP*** ***N.EDistribution Center###-###-####***.***@*** From: DONNA RINEER [mailto:***] Sent: Wednesday, April 20, 11:AMTo: ***, ***Subject: RE: Apologies Thank you!On Apr 20, 11:AM, "***, ***" wrote:Hi Donna, *** and I will look over this tonight I will get back to you tomorrow. Thanks, *** ***Team Lead - CCP*** ***N.EDistribution Center###-###-####***.***@*** From: DONNA RINEER [mailto:***] Sent: Wednesday, April 20, 10:AMTo: ***, ***; *** *** (***@***); ***Subject: Re: Apologies *** and ***, Please review this quoteI really hope this will help mend thisAs I said before I am very sorry this happened.Thank you,DonnaBob Rineer Builders, Inc. On Mon, Apr 18, at 4:PM, ***, *** wrote:Hi Donna, Thank you for your quick replies and your concern Please take the time that you need to create the agreement, and forward it to me at your convenience *** and I will read the agreement and respond shortly after. Family is important, more important than everything else *** and I have grandkids too We do understand. Thank you again I really hope this will never again be something I have to do I do not like this at all. *** ***Team Lead - CCP*** ***N.EDistribution Center###-###-####***.***@*** From: DONNA RINEER [mailto:***] Sent: Monday, April 18, 4:PMTo: ***, ***Cc: *** *** (r***@***); ***[email protected]: Re: Apologies ***,It WILL be made rightNo matter what it takesI will talk with Bob and write something up for you to reviewThank you for giving us a chance to make this rightIt might take me a day or two to get it written up, but review it and please let me know, this is what you would like doneI will really try to get it to you tomorrow, but I have my grandchildren and sometimes it is hard to get anything done when I am watching themThey are 4,3,and It keeps me hoping.Thank you,Donna On Mon, Apr 18, at 2:PM, ***, *** wrote:Hi Donna, I do share your feelings, on every point. I may be willing to consider allowing Bob to fix the issues, but the problem I have, and one that will need to be resolved and agreed to in writing before I make any more decisions, is that there is light coming through the long edges of the front and back of the of the house between the roofing and the structure This is not OK, but Bob told me at least three separate times on Sunday that “he was not going to debate this issue”, that it was normal, that is was OK, and that he would do nothing about it. It is not normal, and it is not OK If light can come through, so can air and moisture How can that possibly be OK? Having long gaps between the structure and the roofing absolutely is not normal, and certainly is not OK And once again, as I told Bob on Sunday, there was NO light shining in my attic from beneath the old roof that he removed. In order to repair this problem, and to install the fascia that I thought was already installed, and that I paid for, all of the gutters will need to be removed The existing aluminum fascia will need to be removed The fascia boards will need to be removed, and if deteriorated, will need to be replaced Then the rafters will need to be trimmed, the fascia boards installed, new aluminum fascia installed, and then the gutters will all need to be reinstalled, and I’m pretty sure that the gutters are not going to look so good after being removed and reinstalled. Concerning the rotten area that I am aware of, Bob very clearly told me that he will come out and replace the rotten wood at MY expense I can assure you, I will not be paying one more penny for any work Bob may or may not do That is never going to happen My next concern is that if Bob was willing to shingle over a rotten corner on the roof, an area that is very susceptible to water damage (hence the reason it is rotten in the first place), how many other areas of rotten wood did Bob shingle over? How can I possibly know? Should I accept Bob’s word that there are NO other rotten areas that he shingled over? Bob isn’t exactly at the top of people I trust at the moment. If we can address my concerns above, and construct an agreement in writing, including the absolute fact that there will be NO attempt on the part of Bob Rineer Builders, or any agent representing Bob Rineer Builders, to bill me or attempt to collect from me one cent more than I have already paid for this job. Without this, I am afraid there is nothing further to discuss I am truly sorry I have NEVER before been put in a position where I have had to conduct business in this manner. Regards, *** ***Team Lead - CCP*** ***N.EDistribution Center###-###-####***.***@*** From: DONNA RINEER [mailto:***] Sent: Monday, April 18, 2:PMTo: ***, ***Cc: *** *** (r***@***); ***[email protected]: Re: Apologies ***,Again, I hate it that it went this wayIf we would have know in the beginning you had questions and concerns, and was not happy, this would never of went this farOur goal is to keep all of our customers happy with our work As soon as you called, Bob came down to see what was wrongWe do care about what our customers thinkAnd Bob said he should never have talked that wayI feel like you, I am sick over this whole matterAnd we don't want you to have any more stress then you already haveI take everything very personalI don't know what else to say then other then let us make this rightNo matter what we have to do to make this right we will!Thank you for returning my e-mail, and again I am so sorry that this came to this. My apologizes,DonnaBob Rineer Builders, Inc On Mon, Apr 18, at 12:PM, ***, *** wrote:Hello Donna, I accept your apology for what Bob said, and the way he treated me on Sunday, but I will never understand what *** and I did as customers of yours to deserve such treatment My neighbor, who was outside, and overheard the entire conversation, came over after Bob left to tell me that he could not believe what he had just heard. I am going to take the time here and explain to you exactly what has transpired and why I am so upset Before I continue, I feel it is only fair to tell you that I filed a complaint last evening with the Revdex.com I have never been so upset that I felt the need to do such a thing, but that changed on Sunday. When Bob and your son, Jason I believe, replaced the roof on my sister’s house back in 2014, and did so on short notice, and in the middle of Winter, I was extremely impressed, and I was very satisfied with the work, and with the price I truly appreciated what you did to help me out As a result of that, I convinced my Mom to hire Bob to replace her house and garage roofs Again, the price was good, and the work seemed to be good too Obviously I then hired Bob to do several jobs at our house I was not as impressed with the quoted cost for the work, as it seemed quite a bit more than it should have been, but I felt that I could trust you, so I said nothing When more cost was added after they removed the roof, I was even less impressed And you should know that at that time, I specifically asked Bob if there were any areas of rotten wood that need to be replaced, and Bob said there were That made me feel a little better about 5the added cost, but not much When the roof was completed, I was somewhat disappointed with the hit and miss cleanup, and was even more disappointed to find that our air conditioning unit, which was only a five years old, and which we spent a lot to have installed, was not covered when they removed the old roof There was a significant amount of debris inside the unit, and several marks on the outside of the unit from the shingles hitting it I decide to leave that alone, as I really did not want to be a complainer, and I really do not like confrontation I have since paid to have debris cleaned out of the unit. After the roof and soffits were installed, I was a bit disappointed that the gutter and downspouts were installed by a third party without my knowledge The quality of the work appears to be OK, but I am not impressed with the fact that the gutters are already badly stained and rather unsightly If I had known the work would be sub-contracted, I would have hired a contractor myself. Bob came back sometime later to install one of the two entrance doors, the one on the side of the house leading into the kitchen I honestly don’t remember the date, but I remember the day as though it happened yesterday My first concern was that Bob showed up alone to install this door, and shortly thereafter told me he was in a hurry because he had two more jobs scheduled for that day I thought that was a bit much for one person for one day After removing the old door, Bob used a powered saw to enlarge the opening This created a horrible mess in the kitchen, covering everything with dust Bob made no attempt to clean anything off the floor as he continued to work, grinding the dust and masonry chunks into my kitchen floor I finally decided to get a broom and dustpan and clean up the worst of it to prevent any further damage This seemed to irritate Bob, so I stopped At some point I mentioned re-installing the storm door that Bob removed He seemed surprised that I expected that he would reinstall the storm door, and then proceeded to tell me it was not worth reinstalling and that he just figured we would buy a new one, and apparently install it ourselves I told him that was not at all what I planned to do, and that while the storm door had some wear and tear, it was still fully functional, and I wanted him do reinstall it Bob did reinstall the door, but I have to tell you that I was not at all impressed with the way he did so When he was finished, there were numerous holes in the new door jamb from screws that were inserted and then removed because he missed the framing, there were no less than three different types of screws used to reinstall the door, including black drywall screws that are not at all intended for that application, and which were raised well above the surface because they could not be countersunk through the metal frame of the storm door Bob also roughly cut out a section of the metal frame at the latch, leaving some really sharp edges We don’t have any young children anymore, but we do have two young grandchildren, as well as our neighbor’s daughter who visit us regularly, and who could have seriously injured themselves on these sharp edges If all that were not bad enough, we later discovered a dent on the inside of the new door, and that the jamb where Bob installed the plate for the door lock set was badly split If it even matters, the door is not installed square. After that, I decided that Bob would not be doing ANYTHING else at our house As such, I saw no need to complain, and saw no value in creating a controversy I really don’t like controversy I have since purchased a new storm door, and new trim, and installed it properly I have also repaired the damage to the door jamb I will at some point install the second door in the basement entrance, though I don’t know when I will find the time. As you know, my sister passed away on December 3, I spent a considerable amount of taking care of her affairs, while also helping my Mother on a regular basis, as she is not in good shape I also work long hours, and I often work late, so between taking care of our house and our yard, and taking care of my Mom’s house, and her yard, I don’t have a lot of extra time on my hands As it stands now, I will likely begin traveling for my job, and that will have me away Sunday through Thursday night for the majority of the rest of this year, and likely into next year I really do not have time to be dealing with this totally unnecessary issue When Bob and Jason completed the roof and soffit, and after the gutters were installed, I simply assumed that it was done right I now realize I should not have Unfortunately, when you are spread as thin as I have been, you tend to trust people to do the right thing, and you hope they are sincere I do not feel like that is what happened here at all I feel like I have been taken advantage of on multiple fronts, and on numerous occasions I have been way more than fair, but unfortunately, Bob’s actions and words on Sunday have pushed me over the edge. I am going to have an independent contractor inspect all of the work Bob did on our house, and on my Mother’s house, and I am going to get an estimate to fix / finish what needs to be addressed I do not have any faith in Bob, and his past behavior gives me no reason to believe he will act any differently in the future The only way I will even consider allowing Bob to do any work is if he agrees to have it inspected by a third-party when he is finished Otherwise, I will expect payment for a third-party to complete the work I have legal representation as a benefit from *** *** I pay a weekly fee for this, and have been for over two years I have not yet had any need for the service, but I will contact them if this is not resolved soon, and to my full satisfaction. In closing, I want you to know that I am horribly upset about all of this, and I hope you can believe me when I tell you that I am literally sick over it I really do not need any of this stress right now. Thank you again for your apology, I do believe you are sincere I do not feel the same about Bob. I will be in touch. *** *** *** ***Team Lead - CCP*** ***N.EDistribution Center###-###-####***.***@*** From: DONNA RINEER [mailto:***] Sent: Monday, April 18, 10:AMTo: ***, ***Subject: Apologies ***,Please except my apology for what Bob said yesterdayThat was way out of line, and I don't care what was said it was very wrongWe do want to make it rightAnd I mean Bob does tooThe one area was missed and it shouldn't have beenWe do want you happyYou have given us plenty of work and the last thing that we want is you upsetAnd you do have a right to be upsetI don't know how that was missed, but it was and you paid for it. Please give us a chance to make this rightAs much as I wish I could say we are perfect, we aren'tI feel awful, about this whole matterWe stand behind our work, and we made a mistake in missing that work and we want to make it rightAnd with the other matter, we want to take care of that. When I heard your message, I asked Bob why he would say such a thing, all he said I know I shouldn't have, and that you were so angry, he doesn't really know why he said itI am so sorryI know you will never be happy with us again, but PLEASE, let us make this right. With apologies,DonnaBob Rineer Builders, Inc

Complaint: ***
I am rejecting this response because:I cannot send any payments until I have a bill stating what I'm paying forThis is very nearly resolvedI'm glad to hear that KCI has made efforts and is cleaning up the issues with processing patients' needsI have contacted my insurance company and they have informed me that they will be sending KCI correspondence stating that they are finished processing their part of the claimOnce KCI receives this I hope that KCI will send me a bill so that I can send payment.I received KCI's response today and called Ms *** as the response directed toUnfortunately she was out of the office today, but I was given her extension and told to call back Monday, which I will attempt to doI am sorry for missing the two calls from KCI over the last two days, the phone number given is my correct number, I did receive the messages from the people who answered, but was unable to call back sooner
Regards,
*** ***

The complaint is being referred to the proper departmentPlease allow us sufficient time to research and provide a complete response to your inquiryThis is a high priority and we will respond as soon as possible

Hello,
We have reached out to *** Rehabilitation Center in *** *** and at this time Mr*** has not turned in the CD’s he received on order ***Since the CD’s have not been turned in at this time we cannot issue a refund or exchange until it has been done
The
facility informed us they have sent requests for Mr*** to come to the R&R department so he can correct the issue but has not showed upPlease inform Mr*** that he needs to take the CD’s to the R&R department if he would like the CD’s corrected or refunded for
If we can be of any further assistance in this matter, please let me know
Thank you,
***Supervisor

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,
*** *** yes thank you very happy

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
Thank you, the machine is up and running
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/04/29) */
Mrs*** placed an order with us on February and the order was shipped out the same day with Golden State Overnight tracking number#XXXXXXXXXXXXXXXXXXXX to *** ***Tracking information is attached
The package was
signed for by B.*** who we have confirmed works at *** ***Per Mrs*** request, we contacted *** to determine the location of the package she orderedWe spoke with ***, a supervisor in ***'s mail room, and *** confirmed that *** did receive the packageSince *** has confirmed that they received the package but Mrs*** intended recipient at *** has not received the package yet, we would recommend that a grievance be filed with the facilityThe would initiate a investigation at the facility that would result in Mrs*** recipient receiving his package or he would be reimbursed for the package contents if it were determined that the facility lost the package

Complaint: ***I am rejecting this response because:There has been no attempts to contact my brotherHe has went to R&R different times and told to come back at another timeFuthermore there hasnt been any passes/paperwork on this matter from R&RI want the money or CDs ASAPGames are being played and this is not the correct way of doing business Thank youSincerely,*** ***

“We were unable to obtain the necessary documentation from Highmark DelawareWe did speak with Ms*** several times, but she declined to send us the Explanation of Benefits (EOB) she received eitherWe agreed to mail her a statement for the full retail chargesThis was sent out on 01/19/Once we receive payment and the EOB from Ms***, we will adjust the account to match the insurance allowance.” If you have any questions, please feel free to contact me Thanks,

Revdex.com:
I have reviewed the newest response made by the business in reference to complaint ID ***, and find that this resolution is overall satisfactory to me
I have just yesterday received my bill after many years & phone callsI will send my check from my insurance company as soon as I receiveIt will take a few months for the insurance company to reissue it, as it had expired since KCI took so long to send me a billI am glad that this will soon be resolved.In response to the latest message...1) The reason KCI was unable to obtain the necessary documentation Highmark Delaware is that I have never in my entire adult life been a client of Highmark DelawareMy insurance company has always been CareFirst BlueCross BlueShieldMy insurance is through MarylandI tried to explain this over the phone to Rick on January 14, when he called.2) I did decline to send the Explanation of Benefits on January 14, since I had already spoken to my insurance company, CareFirst BlueCross BlueShield, prior to this date & they were already in the process of mailing the EOB to KCI & was not going to send the document that was already being sent.In response to a previous message...I tried to call Ms *** as instructed to in the messageWhen I called and asked for Ms *** I was transferred multiple times & finally told I would be transferred to "Penny" who I thought would be Ms ***, but when I left the voicemail it was notPenny did return my phone call, & concluded that since Rick had already spoke to me that Rick was going continue handling my caseI called to speak with Ms *** and left Ms *** a voicemailI have never received a call back from Ms ***
Regards,
*** ***

We have reviewed Ms***’s case and can provide an updateDuring the period of
Ms***’s therapy, KC was utilizing a contracted provider to process all patients’ claimsUnfortunately, this provider failed to process several claims correctly, including Ms***’sThis contracted provider is no longer being used and we are still in the process of resolving all claims once the accuracy of the claim can be confirmed.We have tried unsuccessfully to contact Ms*** at the number referencedHowever, if Ms*** can provide correspondence from the insurance company indicating how the claim was processed, we will be happy to accept paymentOnce the remaining issues are resolved, KCI can refund any overpaymentMs*** can contact Ms*** in Homecare Collections at the KCI Toll Free Number (800-275-4524) if she needs any further information