Zynex Medical, Inc.

Initial Business Response /* (1000, 5, 2015/10/14) */
This patient has requested to return the unitOn October 5th a return pouch was sent for them to do soOnce the unit is returned, this account will be closedThe account will remain open until the unit has reached us in our prepaid tracked
envelope
Initial Consumer Rebuttal /* (2000, 7, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received another bill from Zynex for $
And a bill from Zynex for $I spoke w/ *** at Zynex this AM she says they received the MED EQUIP
on 10/19/I explained that they need to REMOVE ALL CHARGES FROM MY ACCTShe will relay message to
Supervisor ***I asked for email or letter stating that MY ACCT IS $ DUE
Final Consumer Response /* (4200, 18, 2015/10/29) */
I have been trying to contact Zynex vmail yesterday, email
No response
I am trying to obtain documentation/proof that my account now reads $ DUE
Remember, that this was the agreement between them and the Revdex.com
Since then, I have received PAST DUE NOTICES!!!
Thank you,
Final Business Response /* (4000, 25, 2015/11/19) */
The patients unit was returned on 10/29/and her account is closed per our agreement with the patient

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
They have credited my account to a zero balance per an email yesterdayThank you for your assistance!
Sincerely,
*** ***

All Zynex is asking for is for the device to be returned and the account will be closedThe return pouch has been sent to facilitate the return and closure of this file

Dear ***, At this point your acct will be closedNo further action will be required from you at this time. Thank you,

We are already aware of this issue and have been attempting to reach this patientWe were informed today that the patient will not be available for calls until tomorrow at a specific timeWe will be reaching out again tomorrow within this windowMeanwhile we have shipped supplies out to ensure a
swift delivery for the patientFurther shipments will be confirmed when we get to speak with the patient and can be set for a monthly shipments or on an as needed bases Thank you,

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 at this time as long as I receive the letter Zynex indicated would be forthcoming in 5-days and that my account is closed with a balance
Sincerely,
*** ***

Dear ***,We understand your frustration and would like to assist in resolving this issue for youNotice was mailed and documented to the account on 9/23/2015, of the shipment of monthly medical supplies to facilitate the most effective treatment with our deviceThis letter also contained
various forms of contact information for the patient's convenience should any questions arise regarding these supplies, or the device I will note that following a call we received from the patient on 02/12/16, all shipments were discontinued at the patients request That said we understand that patients that have been prescribed our unit for home use may be receiving multiple forms of treatment and details can be missedWe are happy to help find a solution that is satisfactory to everyone involved and will be reaching out to the patient directly to help facilitate this

Initial Business Response /* (1000, 8, 2015/10/14) */
I have addressed the customer service accusations with the customer service rep and am taking appropriate actionThis patient did not notify Zynex that they were returning the unit and did not follow protocol in doing soThe unit is still not
in our possessionSupplies that were shipped are included on this patients Rx that we received from the doctor's officeThis patients file is now closed

Hello, After reviewing the file it appears we do have numerous documented calls with insurance and a few with the patient as well. This order was completed by the patient on 2/8/through our online portalThe unit was shipped the same day and delivered to the patient on 2/10/We spoke
with her insurance on 2/10/regarding billing and then spoke with the patient on regarding billing as wellWe attempted to reach insurance on 2/13/with number provided by the patient but could not get through on the first attemptWe then spoke with Employee *** later on 2/13/and were advised to submit claims to CO *** on the patients behalfFollowing that call the same day we spoke with the patient and let her know we would submit claims to CO *** per her insurance agents instructionsAt that time the pnt stated she understood and was aware that even if insurance denied the claims, we could accept a return and she would only be charged the 25$We then spoke with *** on 2/16/to confirm the claim were re-submitted and again on 2/24/at which point we were informed that the pnt would like to return the unit due to lack of insurance coverageWe talked to insurance again on 3/1/and advised a pre-paid return pouch had been sent to the patient and would be delivered in the next few daysThe unit arrived back at our warehouse on 3/10/and per our prior agreement the patient will only be responsible for $No payment was received but the statement was sent back as 'refused'In this case we had ongoing a clear communication and at this time I do not feel it is fair to waive a fee that all other patients are required to pay Best regards,

Zynex wants to help this patient find a reasonable solutionAs we stated previously, we do not have this unit backWe have tracking on all of our return pouches that we send which is why it is required that patients use them to return the devicesWhen they are returned through a different means, there is no way for us to trackThe SN assigned to this patient is still outstanding.A manager will contact the patient's mom today to attempt to resolve this matter

Hello, We have been attempting to contact this patient regarding this complaint in order to help resolve itWe have spoken to this patient numerous times in the past regarding the amount owed the return policiesWe would like to resolve this complaint as quickly as possible but feel it is
pertinent speak to the patient directly in order to best understand his frustration and help explain the processesWe have left voice mails on 4/28/and 5/1/with contact information and a request for a return call Thank you,

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
Sincerely,
*** ***

Thank you for reaching out,In this case the patient's insurance was billed and the claims were deniedInsurance outlines all this information in a explanation of benefits that are sent directly to the patient after each and every claimWe had appealed the denied claims on the patient's behalf but
they were still turned down, after which we attempted to go through her auto claimAs stated previously by the patient she was given the option to return if insurance did not coverWhen the auto claim did not cover, this option was offered again, giving the patient years of free use at no chargeHowever at this point the patient advised us that she had thrown the unit awayUnder the circumstances the best we can do is offer purchase for the unit at Because we had been advised that the unit was thrown away we advised the patient she would need to payThe unit has sense re-surfaced and the patient sent it backWe are now showing the unit returned over a year after our initial request for return but will still honor our initial agreement to close the fileA closure letter will be mailed to the patient today, 7/5/acknowledging the units return. Thank you,

Dear ***, At this point your acct will be closedNo further action will be required from you at this time. Thank you,

I think maybe the confusion is coming from the term RentalI understand that in this case the patient is stating the unit was not usedHowever in the case of medical equipment we cannot treat a unit that left our warehouse as 'new' ever againThe record shows that this particular device was in the possession of a patient and therefor is no longer a 'new product'Any supplies that were sent must be discardedMost DME providers will not let their equipment be returned at all, and if insurance does not cover the equipment, the patient is forced to purchase it. It is our hope that insurance will always cover a patient's prescriptionsHowever we all know that is not always the case and that is why we have attempted to create a system in which we can afford to let patient's return our units and recoup some shipping and supply cost if not the cost of the unit itselfJudging from the record on this file I cannot in good faith zero out the costIf it would stratify the patient I can close the account but it would be noted as 'closed in poor standing'. Thank you for your consideration and we apologize for any confusion or frustration this has caused

We have spoke to the patient's mom several times and apologizes for the negative experience she seems to have had with one of our representativesThat issue has been addressed with the particular representative referred to by the patient's momA unit was shopped to the patient on 10/10/and
the first return pouch was requested and sent on 10/26/Subsequent return pouches were sent on 11/22/and 02/11/According to the patient's mom the unit was returned 11/7/We do have tracking available on all of our return pouches sent and none of them have been usedWe are trying to work on a reasonable settlement for a unit that has not been returned but unfortunately aren't able to close and zero this account out

Hello, thank you for notifying us of this issueWe understand the frustration this has caused and will work to correct issues like this for future filesThe medical device in question was issued prior to policy changes that charge usage for the unitThis patient would not have been aware of these
policies and expressed that she had thought the unit had been purchased by insuranceInsurance had not paid on these claims but considering the length of time it took to request a return and the policies of no cost return at the time she received the unit we will close the file and write of any balance owedWe will also be working with our customer service team to help them recognize old files that may have been started under different policies. Again we apologize for any stress this has caused and the file will be closed in good standing. Thank you,

Complaint: ***
I am rejecting this response because:I called my insurance company numerous timesZynex has to initiate the refund process since you accepted the epayment from insuranceThe device has been returned to Zynex many months agoI was told the refund process has been started and it takes days to take effectIt has been more than daysThe refund process started in MarchEither you're giving me information or the representative I spoke with months ago did
Sincerely,
*** ***

Thank you for reaching out,After review, this patient has returned her device, however she did have it for months prior to it's returnThe statement is reflecting services in the form of electrodes and batteries and the devices usage for that timeUnfortunately we cannot know if a patient is
currently treating with a unit in there possession unless they contact us to tell us they are notWe have no record of a call to update the patient's address and never received return mailWe are happy to work with our patients and allow returns within a timely manner but usually after months we would consider the unit purchasedThere have been attempts in the past to contact this patient regarding her account, but we only have record of a single correspondence via e-mail and a call from our management to the patient to resolve the complaint that did not receive a responseUnfortunately we were not able to connect with this patient over the phone and did not receive any further e-mails from her so the balance remainedAt this point we will close the account, and hope this will resolve the complaint but would still like to speak with the patient to ensure there is understanding on both sides. Thank you,

Complaint: ***
I am rejecting this response because:based on your response I am not sure if there is anything I need to do next Not very clear Will wait for mailed letter to arrive Thank you for addressing this confusing matter
Sincerely,
*** ***