XMed Oxygen & Medical Equipment

Before I paid the $I was told that Medicare doesn't pay for this item When I received the item in Rehab I was told Medicare pays for it.The fact that Xmed told me that Medicare doesn't pay but then I receive an EOB from Medicare & United Health that Xmed was paid to Xmed.XZmed entered the claim as seperate parts as it is notIt's one rolater with nothing extra that can be bought anywhere for $100.Why do they collect $from the consumer & $from insurance ? This item doesn't cost that much.How do they explain that I was lied to when I was told by them that Insurance doesn't pay for this item ?They are a disonest & cheating the public with words that don't make sense.I want the Co to return my moneyIt is the only way I will resolve this' [redacted] ***

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I did not take possession of a wheelchair on O6/2016,no signature of receipt was provided,further, no notification from this company was made until March contrary to their responseA note was also attached to their correspondence stating that attempts were made to recover the wheelchair however I received no contact from them until this invoice

After investigating this complaint, we have determined that we have provided several alternative solutions to assist Mrs [redacted] with respect to our change in service offering, but these have been rejected Mrs [redacted] initially lived in [redacted] **, but subsequently moved to [redacted] after she was set up with oxygen from our companyMedicare has continued to cut the insurance amounts they pay providers like us to delivery oxygen tanks and supplies Mrs [redacted] was advised if she needed more tanks beyond her monthly tank allotment, she or a relative could pick up additional tanks at one of our store locations or she could upgrade her oxygen machine technology to a system that refills her tanks at her home that would negate the need to have her tanks refilledBoth options were refused Additionally, since her new residence is further away from our operation locations, we advise her she might want to find a local supplier to can address her needs more quickly in case she needs more oxygen tanks We have not received a response on this suggestion We will be opening a Plano, TX store in 1Qthat could assist as an alternative location, but this store is not operational yetAlso our service records indicate that we had service tickets to repair her oxygen conserver on 10/with new 0-ring gaskets Apparently this proved ineffective and we replaced her conserver on 10/ At that time we also replenished oxygen tanks that we not filled as indicated On 10/we received a new prescription to provide up to tanks a month beginning on or after 11/On 11/our operation manager, Mr [redacted] , called Mrs [redacted] to verify that her new conserver was working properly and she said it was She also commented that she couldn’t remember what was wrong with her previous conserving deviceAt present, we are waiting for refill call from Mrs [redacted] that she is ready for new tanksConsidering that Mrs [redacted] relocated to a residence that is much farther away from our operation offices and that she has refused alternative solutions to mitigate her circumstances, we believe we have been very reasonable in trying to assist her needs

The medical equipment, a wheelchair, in question was delivered on 6/7/to Mrs*** at *** *** *** ***, Rm *** The WC was ordered by case management at that facility so that Mrs*** could discharge from rehab center The Rehab center documented, as they are
required for safety reasons, that Mrs*** left with the wheelchairMrs***'s primary insurance payer was Medicare whom has a policy of rental to purchase for months for this item Medicare and the secondary insurance paid months rental payments until unfortunately Mrs Mrs*** passed away and was listed as deceased with Medicare When this happens, Medicare will no longer pay for the medical equipment and we reach out to to the patient's family for pick up of the equipment If we are not successful as in this situation, we then assign the balance for the payoff of the chair to the responsible party, in this case Mr*** There were no complaints about not receiving this wheelchair until the transfer of financial responsibility was shifted to the family Mr*** has been sent all the medical orders and proof of delivery of the wheelchair, but dismisses this documentation and facts as he claims he bought the chair himself He has failed to produce such evidence nor has he returned our wheelchair.We are happy to work with Mr*** to reduce his amount owed to a flat fee of $which is the balance of insurance payment we would have received if the chair was purchased on behalf of the insurance companies We are also willing to right off the balance owed if and when the wheelchair is returned Enclosed are the notes and delivery receipt with Mr*** concerning his claim The first time he reached out to us was on 3/27/2017, almost months after receipt of the wheelchair in question

Ms*** received a "Rollator" back on 4/3/when she discharged from Select Rehab hospital. A Rollator is a deluxe walker that is partially covered by insurance, but has a premium upgrade fee to cover the elements of the walker that are not covered by insurance Her
physician prescribed the Rollator and the hospital case manager dispensed it for Ms***. The confusion comes from the type of walker a rollator is. Ms*** is correct in that Medicare paid for the walker, but they only pay for the basic walker frame and seat, not the variable multi braking system and basket/pouch storageThese are not covered and not eligible for reimbursement by insurance, therefore they are not even billed to the insurance. Ms*** was advise by the case manager of this upcharge at the time she received her Rollator which why she issued payment for the $when she received the Rollator. Per Medicare rules, we are not allow to take a beneficiary payment for a Medicare reimbursable item as we must bill Medicare for this item.When Ms*** reviewed her beneficiary statement, she did not see charges for these non-covered items, only the walker and the seat. The Acoding is for non covered items or services and as addressed previously, is not billed. The coding and items billed were: E0143R wheeled walker ESeat Attachment used w/Rollator or Wheeled Walker ARLTR-Upgrade Econ MultiBrake System & Basket Medicare and her secondary insurance for the walker and seat in May and June of respectfully.For a better understanding of the differences, below are links to the standard walker and seat that Medicare pays for as well as the Rollator she received:http://www.medline.com/product/Two-Button-Folding-Walkers-with-5-Wheels...⇄ is a link for the seat and how it is configured on the walker - also what Medicare pays for:http://www.medline.com/product/Folding-Walker-Seat-Replacement/Parts-Accesso...⇄ is the product that she actually received:http://www.medline.com/product/Basic-Rollators/Rollators/Z05-PF04832?qu...⇄ Ms*** feel strongly that she wants a refund for the upgraded walker, we will allow her to return the Rollator to our Denton retail store (Medical Xpress ) in exchange for the basic walker and seat the Medicare coversas referenced in the links provided. Upon the exchange, we will issue a refund check to her. However, as it stands, Ms*** did receive a premium product this comes with an upgrade premium charge. Unfortunately, this is the result of complicated product coding and coverage by Medicare. Medicare has many such policies and it is often confusing to their beneficiaries. She isn't the first or likely the last to be confused by the particular policy.Thank you for time and considerations in this matter. Let me know if there is anything additional you need to resolve this situation

Ms***, again our apologies for the continued confusion as insurance billing is not always straight forward. While it is true that you have made $in payments, not all of this amount was for your CPAP machine. $was for your CPAP headgear, tubing, humidifier, filters, set up and calibration services. This was outlined in our initial response to you whereby we stated the rent to own amount quoted was only for your CPAP device and not all the accessories to your CPAPThese items are classified as purchase items by your insurance carrier and are not rent to own as your CPAP device is, therefore they were only part of your first two invoices. Of these invoices, your insurance carrier approved $in payment obligations, but only $was for your CPAP rent to own obligationAs previously indicated, this balance was applied to your deductible and subsequently paid by youYour remaining invoices and payments have gone to your rent to own obligation towards your CPAP machineWe have attached a copy of your initial order and corresponding explanation of benefits for your CPAP order as processed by your insurance carrier. I have highlighted the CPAP machine line item from the rest of the line items to identify what portion of the claim was for your CPAP machine. This is the discrepancy that should reconcile the numbers that you are looking for.We hope this better clarifies your understanding of what has been paid and what your future obligations may be depending upon your insurance deductible for 2018. Lastly, our records indicated that our billing specialist did attempt to return your call yesterday after emailing you your requested documentsHopefully they will connect with you today so we can continue to resolve any additional questions you may have

We are sorry about the lack of communication between our staff and Ms*** Our staff has been re-instructed on making sure our patients have the correct contact information As of 7/11/17, we believe Ms*** situation was resolved based upon her dialog with our respiratory staff supervisor An additional call was completed with Ms*** on 7/20/from our respiratory program manager to ensure that everything was taken care of to her satisfaction We are not aware of any further issues with Ms***

We reached out to Ms*** on 7/10/ about her complaintMs*** was confused about receiving portable oxygen tanks as she was originally given a portable concentrator that replaces the need for tanksShe decided she like the portable concentrator and wanted it picked up and provide
with portable tanks Since she was original set up on a different modality of portable oxygen, Ms*** wasn't clear on how to reorder tanks and she called a line and left messages on a voicemail box that isn't checked often We cleared up the lack of communication and delivery process for portable tank reorders She was not billed for service during this transition from our company Ms*** is now being provided with a portable concentrator, back up portable tanks and has the proper communication instructions to contact us if she needs tank refills or service Her issue has been resolved to her satisfaction

Complaint: ***
I am rejecting this response because:
Regards,
*** *** I ordered oxygen and they said they delivered on June which they did not. What they delivered was the regular concentrator because the one I had quit working. I tried on several occasions as to the portable but got no response until I made this report. I am in the process of trying to get new service as there is no way to contact this company and talk to an associate when I have a problem

We have successfully worked with Mr. [redacted] to resolve his issue.  We have two separate companies and the issues of monies and refunds were not adequately communicated between our systems.  This disconnect resulted in incremental billing that should have been waived and refunded.  We...

reached out to Mr. [redacted] and apologized for any inconvenience this has caused him and were able to work out a product exchange at one of our store that met his satisfaction.

Before I paid the $99 I was told that Medicare doesn't pay for this item When I received the item in Rehab I was told Medicare pays for it.The fact that Xmed told me that  Medicare doesn't pay but then I receive an EOB from Medicare & United Health  that Xmed was paid to Xmed.XZmed entered the claim as 2 seperate  parts as it is not. It's  one rolater with nothing extra that can be bought anywhere for $100.Why do they collect $99 from the consumer & $80 from insurance ? This item doesn't cost that much.How do they explain that I was lied to when I was told by them that Insurance  doesn't pay for this item ?They are a disonest  & cheating the public with words that don't make sense.I want the Co to return my money. It is the only way I will resolve this'[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I did not take possession of a wheelchair on O6/07 2016,no signature of receipt was provided,further, no notification from this company was made until March 2017 contrary to their response. A note was also attached to their correspondence stating that 3 attempts were made to recover the wheelchair however I received no contact from them until this invoice.

Mrs. [redacted], I'm sorry you feel you have not received the support you need in this matter.  We empathize with you as insurance billing is frustrating. I show that our company has been diligent to your requests with multiple phones calls since June of 2017.  Most recently we discussed...

your bill with you on 2/5/2018.  As agreed we sent you all copies of your Explanation of Benefits (EOBS) that shows you what your insurance paid as well as your co-pay payments and obligations.  Your particular policy has $1000 deductible.  The majority of your payments for your medical equipment were made as a result of your deductible not being met.  Your deductible was not met in until November 2017, leaving you to pay the monthly amount due each month until then.  Once your deductible was met, then your co-pay obligation was reduced to your 20% co-payment amount. Your insurance policy requires that your medical equipment be processed as a rent to own benefit.  Your total purchase price negotiated by your insurance company for your CPAP is 13 months at $42.73 or $555.49. This is only for the purchase of your CPAP device.  This would not include any supplies or accessories which are billed incrementally.  Your co-pays in November and December amounted to $8.55 each month for a total $17.10 which still remains outstanding.  Additionally, since your January insurance claim has not been processed by your insurance company yet, your monthly obligation could again be subject  to your annual $1000 deductible (2018).  If so, you would again be responsible for the full amount of $42.73 each month.  We show we have billed 8 rental payments, so your obligation for the CPAP only machine could be an additional 5 months at $42.73.  Any supplies or accessories would be additional to this amount.  We would prefer that insurance companies purchase these devices upfront on behalf of their beneficiaries, but unfortunately they do not.  We spend a lot of time and energy in billing and collecting on such devices every month, as well as trying to explain this complicated process to individuals like yourself.  I hope this answers your question and alleviates concerns in this matter.

Mrs. [redacted] we are sorry that you believe our response was twisting words.  This is not the case.  We were paid a total of $73.80 from insurance for the walker and seat attachment as we discussed in our previous response,  Again, this does not cover the cost of the braking system and storage.   You may indeed get this from Walmart or other big box retailers.  They do not bill Medicare or your secondary insurance nor do they manage your documentation and script requirements from your physician.  You are welcome to bring back the rollator and we will refund your $99 and we will issue a refund to Medicare as well.  Therefore, you will be free to purchase this product from whomever you please.

Complaint: [redacted]
I am rejecting this response because:I'm appreciative I have finally been able to get some documentation in writing. Attached is the email provided along with the invoices. From the explanation provided by you, if my payments are based on the rent to own price of $555.49 divided by 13 months with the assumption that I would not meet my deductible. Then I'm still unclear as to why I would still owe $42.73 for the remaining 5 months when according to the statements attached (pge. 8 of 9) provided by your company, I have already paid $484.58. Would that not leave me with a balance of ($555.49 - 484.58) $70.91? That is also not considering the $17.10 outstanding balance I have for Nov. and Dec. So then once I pay that amount my total paid would increase $501.68, correct? Leaving me with a final balance of $53.81. Why would I still be billed $42.73 per month for 5 more months paying another $213? Using simple math the calculations do not make sense. When I called in November and maid the payment of $220.73 I was told that was all I owed for the equipment, but since then I have continued to get billed. I simply need to know what my total remaining balance is so that I can pay it. However, it has to reconcile to the amounts you are giving me. I attempted to call the representative I spoke with yesterday who said he would provide me an email with the explanation of everything yesterday, and then call me back to discuss it. He did not do so, I find it coincidental that he provided me with the information after I filed this complaint. I simply want to resolve this issue once and for all, pay my total and not have to deal with it again. It's very concerning that it has been so difficult to get this resolved and so confusing, based on other reviews I have seen for this company it makes me afraid to even purchase the maintenance parts for the machine after all the issues I have had with you guys. I have had other medical equipment in the past and had never had this experience before. I hope we can arrive at a resolution to put this behind us.  
Regards,
[redacted]

My complaint with Xmed oxygen is I paid them for my walker because said Medicre  doesn't pay for it. Then they put in a claim to Medicare for the same thing & claim was paid again. Thesae walkers can be bought in Kroger or Walmart for $100. These people are dishonest & are cheating the public $ getting away with it. They have a spiel of words they use which confuses the consumer & they get away with it. If you more info let me know.

After investigating this complaint, we have determined that we have provided several alternative solutions to assist Mrs. [redacted] with respect to our change in service offering, but these have been rejected.   Mrs. [redacted] initially lived in [redacted], but subsequently moved to [redacted] after she...

was set up with oxygen from our company. Medicare has continued to cut the insurance amounts they pay providers like us to delivery oxygen tanks and supplies.  Mrs. [redacted] was advised if she needed more tanks beyond her monthly tank allotment, she or a relative could pick up additional tanks at one of our store locations or she could upgrade her oxygen machine technology to a system that refills her tanks at her home that would negate the need to have her tanks refilled. Both options were refused.  Additionally, since her new residence is further away from our operation locations, we advise her she might want to find a local supplier to can address her needs more quickly in case she needs more oxygen tanks.  We have not received a response on this suggestion.  We will be opening a Plano, TX store in 1Q17 that could assist as an alternative location, but this store is not operational yet. Also our service records indicate that we had 2 service tickets to repair her oxygen conserver on 10/7 with new 0-ring gaskets.  Apparently this proved ineffective and we replaced her conserver on 10/10.  At that time we also replenished 10 oxygen tanks that we not filled as indicated.  On 10/14 we received a new prescription to provide up to 18 tanks a month beginning on or after 11/7. On 11/1 our operation manager, Mr. [redacted], called Mrs. [redacted] to verify that her new conserver was working properly and she said it was.  She also commented that she couldn’t remember what was wrong with her previous conserving device. At present, we are waiting for refill call from Mrs. [redacted] that she is ready for new tanks. Considering that Mrs. [redacted] relocated to a residence that is much farther away from our operation offices and that she has refused alternative solutions to mitigate her circumstances, we believe we have been very reasonable in trying to assist her needs.