Zynex Medical, Inc.

Initial Business Response /* (1000, 6, 2015/10/26) */
This patient called in on September 25, to have the account closedThe account was closed at that time but another statement had already been mailedThis account is closed and a closure letter has been mailed to the patient
Initial
Consumer Rebuttal /* (3000, 8, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received this letter stating the account is closed as of today's date 10/27/I think it would have arrived by nowI would like to see this letter stating I have a zero balance before I consider this matter resolvedThey should also have my email address since we did have some correspondence back and forth via emailThat letter could be PDF to me via email as wellEither way I would like to see this letterThank You
Final Business Response /* (4000, 17, 2015/11/19) */
This patient's account was closed on 10/26/in good standingA closure letter was mailed to the patient's house at that time
Final Consumer Response /* (2000, 19, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was such a lengthy and time consuming experience to have to go the Revdex.com to get this situation resolvedI am so glad that Revdex.com helped put an end to this which easily could have been resolved months ago if they had simply credited my account when the received the machineI hope they are able to manage their customers accounts more efficiently in the future
Thank You Revdex.com for all your help

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,
*** ***

Initial Business Response /* (1000, 8, 2015/07/08) */
Zynex is actively working with this patient to come to an agreement that is fair to herThis patient is no longer receiving supplies and will be given the option to return her unit as requested

Good Afternoon ***, We received your review and see that you were unsatisfied with your experience with ZynexWe sincerely apologize and are working to assist you in this matterWe have attempted to reach out to you by phone and left a voicemail for you yesterday most recentlyIt is our
company policy to return all patient calls within two business days which we have done on all occasions in which you attempted to make contact with our officeWe are not always able to respond to voicemails immediately as we endeavor to do all necessary follow-ups and to obtain all pertinent information prior to our return callIn the event that a voicemail is not responded to within this time frame, it indicates that the voicemail was left in an employee’s personal inbox and that the employee is out of the officeThis would be the only reason for a complete lack of a timely response. At the time your order was completed on March 20, 2018, the prescription processing representative who completed your order advised that the cervical traction device is a non-returnable, non-refundable item and that, in the event of insurance not rendering payment on the claim, we consider the unit purchased for the deposit amountYou opted to render payment at that time, accepting these terms.When we spoke previously, you stated that you felt misinformed by our local sales representative as well as the prescribing clinicYou stated that both of these parties advised that the device would be covered at 100%Our sales team has followed up with both the sales representative and the representative at the clinic per your requestNeither party was able to confirm that any guarantee of coverage was given or implied at any point in time, and both parties are aware of Zynex’s policy regarding this equipment. Our billing team is currently working to appeal the denial from your insurance companyWe are an in-network provider with your insurance; as such, all required prior-authorizations were obtained and all claims were billed correctly per your plan and our contract with themWe would encourage you also to reach out to your insurance company and dispute their denial on this equipment, as that will be helpful in the appeal processWe look forward to continuing to work with you and your insurance company to try to get this device covered

We have contacted this patient in regards to this complaint and will be issuing the requested refundThe patient advised us he was satisfied with our resolution and has been provided with our direct contact information to reach out in regards to further issues that may arise

Good afternoon ***, We have been attempting to resolve this matter with you and are sorry that we have not yet been able to come to resolution. We have been and will continue to be transparent in all of our actions and candid with all information providedOur contact with you has involved: Reaching out to you regarding your concernsPrimarily via e-mail as that seems to be easier for you as a result of the conflict between our hours of operation and your schedule.Providing copies of the denial letters that your insurance provider sent to you in November of as well as the denial letter our company sent shortly thereafter along with a pre-paid return pouchWe of course will be happy to send these to you again. Appealing the denialUnfortunately, we were unsuccessful in overturning your insurance company’s denial decisionDiscontinuing shipments of supplies in March of as the updated insurance you provided would not cover themWe do not have any prior request to discontinue these on recordThe supplies were prescribed as part of the prescription for your ongoing pain managementAs this time, all charges associated with the supplies have been waived for you as a courtesy.Communicating with you that we were unable to bill your new insurance company in for the deviceThe manager at the time advised you that the device is not a covered benefit under that plan and that any billings would have resulted in denials per that insurance company’s corporate policyShe offered for you to purchase the unit for $or return the unit and pay $for the time that you had it in June of 2016. We encourage you to contact your insurance company to discuss in more detail why they paid for supplies and not the device as they would have more detail on that for you than Zynex. If the unit is beneficial to you and you would like to keep it, please contact us to come to a reasonable solution to settle the account in good standingOtherwise, you may return the unit in the prepaid return pouch we sent to you last week

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,
*** ***

Complaint: ***
I am rejecting this response because: I did not return the product through a different means I put the product in the first set of return envelopes that I received from this company and I sent it out via the appropriate carrier I still have not heard from anyone via phone
Sincerely,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because: Zynex is charging money for something they never provided regardless of who they are charging
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: NO! Zynex NEVER told me about a rental feeThe item was NEVER OPENED, therefore, it was NOT usedThe only time they EVER mentioned a $monthly fee was when I called them to tell them that my insurance had advised me to return the item, and that $fee was to be paid over a period of TEN monthsAt that time I would own the unit, AFTER $would have been paidThis was NEVER put into writing, and I declined the offer because by then my insurance company had found another unit with another companyMy insurance DOES pay for DME, and Zynex DID NOT FOLLOW DIRECTIONS to have my insurance company pay for this unitIt was DENIED over THREE times!!! I have documentation from my insurance company proving that they tried to work with ZynexZynex would NOT answer the phone or return phone calls for either me OR my insuranceI want my account cleared IN GOOD STANDING and sent to me IN WRITING that it has been cleared in good standingThis could have been taken care of MONTHS AGO if Zynex would have done what they were supposed to have done and had good customer serviceBut instead, I had to go through my surgery recovery with NO UNIT to helpIf Zynex would have called and answered phone calls in a more timely manner, this all could have been prevented, and my insurance would have paid, as they have other companies
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/24) */
We are actively working with this patient to find a resolution that is fairAs requested in this complain a return pouch has been sent so the patient can return this unitOur device has been in this patient's possession for monthsThe
patients insurance has not been billed since the patient requested his service be stoppedWe will continue to work with the patient to find a reasonable solution
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been keeping this device for months because my physician told me it's free and covered by my insurancesAnd I haven't used this item because I've been healedI still keeps it becasue it's free
I haven't been contacted by anyone from Zynex medical since my call to them, although they said their manager will call me back many days agoIt's untrue that Zynex said they are working with me for an solution
Zynex has already billed my insurance for buying the deviceEven if Zynex is sending me a return pouch, they didn't mention that it's free returnFrom people's experince, Zynex just charge them monthly rental fee for the time people keeps their device, which is so wrong
Please solve this problem without dodging the extra fee issues
Final Business Response /* (4000, 9, 2015/08/26) */
A manager has been in touch with the customer and a resolution has been reached
Final Consumer Response /* (2000, 11, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Zynex offered for a free return and no more billsThey promised to zero the balance on my account once they received the unitI accept this offer for now

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 ***,We apologize for the frustration you have experiencedIn this case notification was mailed and documented on 12/16/that monthly supplies were set up on the patient account along with contact information in the case that any questions should ariseSupplies were
discontinued after the patient's first call was received 03/1/We understand that in life some time things are missed or not read through thoroughly, and would be happy to assist in resolving this matter to the satisfaction of our patientA supervisor will contact the patient shortly to address their complaint

***, Upon review of your account, which was first opened in June of 2013, it appears you have received supplies every month for nearly three years and have never called to request that we stop sending these until 1/15/We did at this time stop the monthly shipments1/22/was the first
refused mail we have received for this accountI will also note that nearly nothing has ever been paid on this accountI would very much like to help you resolve this, and hopefully we can come to a conclusion that is fair for both sidesWe have provided a service for three years and sent merchandise for the entirety of that time that has not been paid forIf it is satisfactory for you I would be happy to call and work something out so we can get your account settled in good standingThank you,Sales SupportZynex Medical

Thank you for reaching out, This unit was not fully purchased by insurance and co-insurance was not paidWe had agreed to close this account if the paitent returned the unit, and garenteed they would not be charged for perishable supplies or any sort of usage on the device. This was honored
However, in this case where insurance would have covered the unit, and the patient opted for a non-prescription strength unit instead, the refund would need to be between the insurance company and Zynex and would no include supplies that cannot be reusedSense the patient is not owed any money and never paid anything for the unit we cannot negotiate a refund to themWe can send the unit back for payment of the co-insurance amount and would be happy to work with the patient to find a solution that is satisfactory for them. Sincerely,

We are more than happy to work with insurance where a refund is appropriateMy best recommendation is to contact your insurance, and if they feel it is appropriate, they will issue a refund request to be fulfilled by Zynex

For clarification, there have been various calls with the patient's health insurance in regards to this complaintOn 3/6/the insurance company confirmed that they have received 'voided claims' and were processing themThis incidentally are the new claims that alarmed the patient when she checked her portalHowever when we contacted the insurance company again on 3/15/to check on the status of the void claims, we were advised that a "reconsideration form' would need to be filedWe then faxed this form to the number that was provided by the insurance rep we spoke toAt this point we were advised to follow up with them again in weeks and will be doing so next weekI will also add that this claims were regarding medical supplies that the patient did not receive and we have shipped those again to be sure they were fulfilledThis complaint should be resolved in two weeksThe patient has advised us through her e-mails that for her satisfaction she feels we need to reimburse her dollars an hour for her timeWhile we cannot pay a patient for time they spent calling insurance we do understand the frustration that is felt when you must take time out of your already full schedule to deal with things like this, and have offered some alternatives to compensate her for her timeWe hope she will find this satisfactory but have not received a response. Thank you for your patience as we continue to work on this complaint.

We have been reaching out to this patient for the past couple days, sense receiving a note outlining her complaintWe have called and left messages and e-mailed herThe device was never paid for and because it was not returned to our warehouse as the instructions indicate, we had no way to
know the patient no longer had it until they called regarding a billAt this time we believe we have reached a resolution that will satisfy the patient but would like to speak with her to be sure she is satisfiedWe have left another message for her today and let he know that we can mark her unit lost sense she is sure she returned it to the DrWe will not hold her accountable for the cost of the device and can close the account if needed

Initial Business Response /* (1000, 8, 2015/10/26) */
This patients account was negotiated on September 30th for the amount referenced aboveA settlement statement has been sent and once that amount is received this account will be closed with a $balance
Initial Consumer Rebuttal /* (3000,
10, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive a settlement statement for the amount owed
Final Business Response /* (4000, 16, 2015/11/19) */
We spoke with the patient on 9/30/and at that time attempted to explain how insurance adjudicated and why she has a balanceUnfortunately the patient hung up on us and we were unable to complete the conversationA settlement statement reflecting the $has been mailedOnce that payment is received the account will be closed and the patient will receive a closure letter
Final Consumer Response /* (4200, 18, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a statement showing the balance owed is after they receive my payment