Zynex Medical, Inc.

***, We truly would like to assist you in resolving this matterHowever, in order to do so we will require your cooperation to verify that payment was renderedI see in your file that we have made numerous attempts to reach you over the past years by mail and by phoneWe have sent many statements as well as requests for the return of the unit since our records indicate there had been no payment on the equipmentAccording to your file there is no record that we have ever been able to successfully contact you regarding the balance on your account To reiterate, our records show that your insurance applied the claims to your deductible and thus made no payment to Zynex. They will be able to confirm this upon review of your claims. Even if you are no longer with that insurance company they maintain an archive of information and will be able to access those records upon your request We do not have a payment from you on the account in as you state or at any other timeIf you can obtain information to verify this payment and any others you have made to Zynex then then we can correct your account if those payments were madeYour bank should have record of any payments from your account in their archive, even if you are no longer with them We understand you are frustrated and we would like to resolve the matter as soon as possibleIf there has been any mistake on our end regarding payments received that should be credited to your account we will require your assistance and additional information to rectify the issue We would like to talk with you to regarding this matter as soon as possible. If we are unable to resolve this directly with you, the information will be transferred to our balance recovery team for further resolution. Please don’t hesitate to call us at 800-495-or email us at [email protected] hours of operation are Monday through Friday from 9a-4p MSTWe look forward to working with you towards a resolution

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,
*** ***

Good Afternoon ***, We received your review and see that you were unsatisfied with your experience with ZynexWe sincerely apologize and would like to talk with you further so that we can better understand your concernsWe have attempted to reach out to you via e-mail and by phone to assist
and hope to hear back from you soonAll billing processes were outlined in the call on October 22nd of at the time your order was completed an shipped your device to your homeAs I reviewed the file, I do see that your insurance company was billed properly for the initial date of service though your plan unfortunately denied these claimsOur company mailed a letter to you on November 30th, to notify you the claims had been deniedAn appeal was later filed but was unsuccessful and no payment has been rendered on the unit. Your insurance company did cover your supplies in I see in our records that you contacted us in March of to update your insurance so that we would be able to continue to bill for your monthly suppliesYour new insurance did not cover these supplies and our local sales representative contacted the home office in June of on your behalf to cancel the monthly shipmentsCharges for those supplies have been waived at this timeCurrently the only outstanding balance on your account is for the unit itself which was denied by insurance in All efforts to overturn this denial have been exhaustedIf you have questions or concerns about this, we will be happy to call the insurance company with you to review the claims and determine if there is anything more we can doWe can also discuss returning the unit and reducing the amount due with a unit return. If you are using the unit however and find it to be beneficial to you, we would like to work with you so that you may continue to treat your pain. Please let us know if you have any questions or concerns regarding this matter

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 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

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,
*** ***

Zynex apologizes for the delay on the unit being receivedThis patient's insurance paid for a portion of the supplies and the device receivedThe amount owed from the patient is the co-insurance to purchase the unitWe understand the patient no longer wants this unitThe patient can return the
unit and we will close this account with a $balanceThe patients mom requested that we refund her insurance however insurance didn't pay a full portion of anything for supplies rendered so no refund is due.Zynex and the patient have reached a resolution for the patient to return the unit and Zynex to close the file

Zynex has addressed the Customer Service issue with the representative who handled this patients phone call and apologizes that she was not able to resolve the issue.This patients insurance was billed on July 28, Upon speaking with the insurance company, his claims were denied because DME is
not a covered benefit under his planWe cannot speak to what the insurance company may have told the patient regarding a Dx code as one was provided with the original claim.To date, nothing has been paid on this account and the patient still has the deviceZynex will continue to pursue collection on the unit until it is returned

***, I apologize for your experience, we have closed this account in good standing and are further reviewing the claims with the insurance company. Thank you,Zynex Medical

Good Afternoon ***, We received your review and see that you were unsatisfied with your experience with ZynexWe sincerely apologize and would like to talk with you further so that we can better understand your concernsWe have attempted to reach out to you by phone to assist and hope to hear
back from you soonYour insurance company is one which issues checks to patients for the products/services Zynex rendered These checks were attached to your Explanation of Benefits (EOBs)The statement you recently received merely reflects the amount of those insurance payments sent to you for the time you had the Zynex unitThe amount you paid to day does not cover the full amount of the checked issued to you. Any checks from the insurance company for products/services rendered do need to be forwarded to Zynex. Please feel free to contact us so that we can remedy this situation and settle your account as quickly as possibleIf you have questions or concerns about this, we will be happy to call the insurance company with you to review the claims and checks issuedPlease let us know if you have any questions or concerns regarding this matter

Michelle, I apologize for the frustration this has caused you. Per the agreement signed between yourself and Zynex on 07/16/2014, we would bill your insurance and in the case that they denied, you would accept financial responsibly for any un-paid claimsAs you were advised we could not
guarantee coverage at that time and your Explanation of benefits from your insurance company would have advised you early on of any coverage or lack of coverage they were providing for this unitThat said, we are aware that amidst everything we receive daily in our mail boxes, especially medical bills, it is easy to over look something like an EOB (explanation of benefits) and you may not have become aware that this was not covered until a much later dateI will also note that we did receive this unit back on 06/09/In most cases when a patient has a unit for a year and insurance does not cover we would collect a usage feeWe will however consider your account closed at this timeYou will not be held accountable for any amount on the unit or supplies that came with itYou should receive a letter in about 5-business days that reflects this arrangement.Best Regards,Zynex Medical

Complaint: ***
I am rejecting this response because:
What do you mean by, "...a refund would not be appropriate unless the unit was paid for"? Insurance paid $for the unit to Zynex MedicalThe money has not been returned even though the unit has been returned to ZynexI pay a premium to have my insurance so technically, the money paid to Zynex is my moneyWhether insurance initiates or Zynex Medical, the unit has been returned, Zynex needs to return the moneyThis case will not be closed until the $is returned to my insurance. Sincerely,
*** ***

This patient is currently working with the Billing manager here at Zynex to resolve this as quickly as possibleBoth the patient and their insurance company have been contacted and updated on our efforts, and we will continue to work on this until we have reached a resolution that is
acceptable to all parties

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,
*** ***

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

We have contacted this patient and resolved the complaintIn this scenario the account should have been closed and the patient has no further responsibility

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,
*** ***

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,

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 now I would like to see this letter stating I have a zero balance before I consider this matter resolved They should also have my email address since we did have some correspondence back and forth via email That letter could be PDF to me via email as well Either way I would like to see this letter Thank 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 machine I hope they are able to manage their customers accounts more efficiently in the future
Thank You Revdex.com for all your help

We have been attempting to contact this patient in order to help resolve this issue but have note received a responseNo payment was ever issued for his device and it has not been returned so we would like to assist this patient with one of these two options