Zynex Medical, Inc.

It is and industry standard that a device being used be collected onThe patient has now had our device for months and nothing has been paidBecause of the misinformation given to the patient by their insurance company combined with the delay in resolution because of the Revdex.com site we will make an exceptionThis patient's balance will be $and the account closed once the device is returned

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

Thank you for reaching outAfter reviewing this account it does look like we were contacted by the patient's husband in August of this year to discontinue their supply shipmentsWe have not sent any supplies since this call, and show the last shipment to have gone out on Aug 1st, seven days prior
to this callBecause these devices are prescription strength and ordered by the patient’s doctor, they do include supplies for the patient's ongoing treatmentWe are happy to stop these at any time, and apologize if the patient has called prior to Aug 2017, but we do not show record of these attemptsWhile this patient’s insurance is out of network, we do show that her plan included out of network benefitsThere may have been a misunderstanding regarding insurance coverage due to the fact that her insurance does cover this device, and made payments on the claims submittedThe patient did have a 20% coinsurance for supplies and the unitIt looks like the amount owed is for the patient to purchase the unit in full if they would like to keep it We have been trying to reach this patient since October of regarding a separate negative review in the hopes of reaching a satisfactory resolutionWe have not received a response to the voice mails we have left or the e-mails we have sentWe honestly feel that if we can speak to this patient and understand where the communication broke down, that we will be able to not only reach a satisfactory resolution for the patient, but also improve on our process as a whole

Thank you for reaching outThis account has been closed at this timeWe apologize for any inconvenence this has causedAfter reviewing the file I have determined that the patient completed payment and that no further action is required on their part. Again thank you for taking the time to
reach out and please disregard the statement

Complaint: ***
I am rejecting this response because:Please read the case fullyThe initial request is for Zynex to return the money back to my insuranceThe medical device has been returned to ZynexWhy is Zynex still keeping the money they received from my insurance? The money paid to Zynex is using my annual maximumThe solution to resolve this case is to return the money back to my insurance and preprocess the claim to reflect the refund
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 and as long as I'm guaranteed balance will show as $and nothing will get reported to credit agency at all So far I haven't received any letter from them and when called company they said account is closed but it's not showing as $balanceShold clear my account and show it as $balance before closing
Sincerely,
*** ***

Initial Business Response /* (1000, 12, 2015/11/04) */
The accessories referred to are electrodes and batteries that come with the unitNo additional supplies were sent or billed to insurance or patientThis patient's account was closed on 9/22/with a $balanceUnfortunately we are unable
to remove his information from our system per FDA regulations

Zynex was unaware that this patient was dissatisfied with our companyThe last patient contact was in April This patient's insurance did cover our claims and everything was billed correctlyThe patient doesn't have a balance with us and the account is closedWe have mailed another closure
letter to the patientZynex strives to work with every patient to make sure they are satisfiedWe wish we would have had the opportunity to do that with this particular case prior to a complaint being filedWe hope the patient is happy with this outcome

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,
*** ***

We are currently working with this patient to resolve this matterThere have been some speed bumps regarding the insurance claims and our billing team has been in contact with the insurance provider repeatedly to work these outIt seems that the second batch of claims were misplaced by the
insurance provider and they did not begin to process them until our billing case worker contacted them requesting a status updateWe have been told that these claim have now been moved to processingWe will be reviewing these claims again in to weeks once the insurance company has had a chance to re-process them

Thank you for reaching out.After speaking to this patient we have determined that we can waive any supply charges for this accountSupplies are sent with our medical device because they are necessary to treat with the unitNormally these are non-returnable because they are considered
perishable, but we understand that having not used these products the patient would feel she should not pay for themWe have agreed to close this file for a single months rental on the unitWe have sent a letter to this patient reflecting the new agreement. Thank you,

***, 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 outThis account has been closed at this timeWe apologize for any inconvenence this has causedAfter reviewing the file I have determined that the patient completed payment and that no further action is required on their part. Again thank you for taking the time to
reach out and please disregard the statement

Thank you for reaching out,After reviewing the patient's account I have been unable to confirm that the patient requested not to receive suppliesWe did receive a voice mail from the physical therapist but this was concerning the date of the order completion and when we called back we were
only able to leave a messageI have no record of any patient contact other than the initial order completion and there is no record of a request to stop supplies.That said, I will consider this complaint notice that this patient does not want further supplies for their unit and discontinue any further shipments to this patient. We apologize for any miscommunication that may have occurred and will work directly with insurance to ensure payments are refunded to them for any supplies that were sentNo payment was received by Zynex for these supplies and thus any refund due to insurance will need to come from the patientIt is never our intent to ship supplies that a patient does not want or need and we make every effort to insure this does not happenBecause our device is an alternative for pharmaceutical pain management we offer monthly shipments of supplies so patients can continue to treat effectivelyThese supplies can be stopped at anytime by e-mail or phone so long as the patient is requesting itWe will investigate our web portal to ensure are all sections are functioning properly and in this case the patient will not be held responsible for any supplies shipped after her initial order delivery

The closure letter was sent to the address on file on 3/10/

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11100820, and find that this resolution is satisfactory to me
Sincerely,
*** ***

***, We apologize for the confusion with this accountWe have some information that claims through insurance may not have deniedWe are actively working on this and reviewing claims with the insurance companyOnce all insurance payments have been remitted we can get this account closed
in good standingWe will be in contact with further information as it becomes available. Thank you,Zynex Medical

Complaint: ***
I am rejecting this response because:I am not actually rejecting this response. My intent here is that the issue remain open until I receive paymentThe Revdex.com requires me to respond within days or they consider this matter resolved so I have no other option then to "reject" it at this time. I fully agree with the proposed solution; however, Zynex Medical has stated since May that they will refund me the money and that has not occurred yet. So even though they again have stated they will refund the money, I need to keep this complaint open until I actually receive that agreed upon amount of $
Sincerely,
*** ***

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,