Walkenhorst's

We have reviewed Ms. [redacted]’s case and can provide an update. During the period of...

Ms. [redacted]’s therapy, KC was utilizing a contracted provider to process all patients’ claims. Unfortunately, this provider failed to process several claims correctly, including Ms. [redacted]’s. This 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. [redacted] at the number referenced. However, if Ms. [redacted] can provide correspondence from the insurance company indicating how the claim was processed, we will be happy to accept payment. Once the remaining issues are resolved, KCI can refund any overpayment. Ms. [redacted] can contact Ms. [redacted] in Homecare Collections at the KCI Toll Free Number (800-275-4524) if she needs any further information.

We have completed our investigation of Ms. [redacted] complaint regarding her billing. Although Ms. [redacted] paid two of the three outstanding claims, there was a third claim that remained unpaid. However, since it appears that Ms. [redacted] was acting in good faith, KCI will write off the disputed amount...

of $383.77. 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 Delaware. We did speak with Ms. [redacted] several times, but she declined to send us the Explanation of Benefits (EOB) she received either. We agreed to mail her a statement for the full retail charges. This was sent out on 01/19/2016 . 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 afternoon. In addition, any billing for the time that the unit was down will be credited. Ms. [redacted] can contact [redacted], Sr. Manager for Billing and Collections at her cell [redacted] if there are...

any further issues regarding billing. If there is any other assistance that we can provide, please let us know.

Complaint: [redacted]
I am rejecting this response because:I cannot send any payments until I have a bill stating what I'm paying for. This is very nearly resolved. I'm glad to hear that KCI has made efforts and is cleaning up the issues with processing patients' needs. I 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 claim. Once 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 [redacted] as the response directed to. Unfortunately she was out of the office today, but I was given her extension and told to call back Monday, which I will attempt to do. I 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,
[redacted]

The complaint is being referred to the proper department. Please allow us sufficient time to research and provide a complete response to your inquiry. This is a high priority and we will respond as soon as possible.

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 [redacted], 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 [redacted].
Regards,
[redacted]

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]    yes thank you very happy

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.
Thank you, the machine is up and running.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:There has been no attempts to contact my brother. He has went to R&R 5 different times and told to come back at another time. Futhermore there hasnt been any passes/paperwork on this matter from R&R. I want the money or CDs ASAP. Games are being played and this is not the correct way of doing business . Thank youSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/04/29) */
Mrs. [redacted] placed an order with us on February 2 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 ordered. We spoke with [redacted], a supervisor in [redacted]'s mail room, and [redacted] confirmed that [redacted] did receive the package. Since [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 602 grievance be filed with the facility. The 602 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.

Hello,
 
We have followed our standard procedure for incorrect items at a correctional facility. If 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 refund. We 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 $40.00. The refund is being issued back to the credit card used for payment on the order. In the future, if this issue happens, we will need the incorrect item(s) returned for exchange or refund.
 
Thank you,
[redacted]
Supervisor