Zynex Medical, Inc.

We have contacted this patient to resolve the issueWe have apologized for her unsatisfactory experience with our call center and are currently working to satisfy her requests

***, 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: If Zynex is truly trying to address this issue with me through the Revdex.com, I would appreciate honesty as well as addressing my specific concerns. If Zynex is not going to address my concerns or take responsibility for their actions, nothing will be able to be addressed or resolved. If Zynex “sincerely apologize(s),” and “definitely understand your frustration with this issue” then wouldn’t Zynex being trying to honestly address my concerns? Instead, my concerns have not been addressed, statements have been made by Zynex, and I received a threatening letter today stating that “Please return the device to Zynex Medical within days of receiving this pouch so that we can update your account as quickly as possible. If the device is not received at the home office, your account will continue to be billed and will be assessed an additional late fee.” This statement does NOT present Zynex and trying to address my concerns with me. Instead, it’s return it or else Zynex will bill me late fees. 1. Zynex stated they had “attempted to reach out to you via e-mail and by phone” and this was NOT done until 6/8/after I stated in this complaint to the Revdex.com that they had not reached out to me since 2016. A voicemail was left for me by Madison on 6/8/and I was out of town, no e-mail has been received at all, ever. Since I have been back in town I have had to deal with hospitalizing a suicidal patient and additional crises of some of my other patients which took priority over dealing with this issue. Your office hours are 9am-4pm which is not helpful when I see patients from 8:30am-6pm. I left a voicemail for Madison, Patient Support Supervisor at 800-495-xtonight after I finished seeing my patients around 7pm. 2. As I already stated, I never received a letter from Zynex in November, notifying me that the claim filed with my insurance company had been denied. I never received one from the insurance company either. I would appreciate a copy of this letter being mailed to meAdditionally, if the insurance company denied the claim for the TENS unit, why did they pay for Electrodes and Batteries? Especially if my insurance company deemed “the unit not medically necessary.” 3. I had requested before I received my TENS unit that NO SUPPLIES BE SENT TO ME. However, Zynex chose to send me supplies anyway and bill my insurance company which should not have been done. I had to ask Zynex again not to send me supplies (Electrodes and Batteries). On top of sending me supplies I specifically asked Zynex not to, then they billed my insurance company and billed me for these supplies. What kind of business practice is this? Why did it take “our local sales representative contacted the home office in June of on your behalf to cancel the monthly shipments” of supplies for me to stop receiving the supplies versus Zynex listening to me when I first ordered the TENS unit and said I did NOT need the supplies and when I contacted Zynex again telling them to stop sending me the supplies that I requested initially to not receive? 4. I would like a copy of the denial letter from my insurance company for 2016. I never received a letter from Zynex or my insurance company denying payment for my TENS unit. In fact, where Zynex states that the TENS unit “was considered a non-covered benefit under that plan,” when I talked to my insurance company in 2016, they stated they would pay for the TENS unit in full. The billing practices of Zynex are problematic with them sending me bills for supplies I requested not to be sent to me at the beginning of my working with Zynex before I ever even received my TENS unit, billing my insurance company for these supplies which never should have been done, Zynex receiving payment ($286.53) for these supplies which never should have happened, Zynex billing me inconsistent amounts and changing the bill, and Zynex never billing my insurance company for the TENS unit in but then wanting me to pay for the TENS unit that my insurance company would have paid for in full. The business practices of Zynex are problematic and dishonest. As I stated in my initial complaint to Revdex.com regarding Zynex, I would appreciate Zynex deleting any charges on my account as they handled my case extremely poorly and never billed my insurance company in who would have paid for the purchase (versus rental) of the TENS unit in full. Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11120006, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Zynex apologizes for this patients experience and appreciates the prompt attention to returning the unit and paying the settlementThe file has been closed with a $balance and a closure letter mailed to the address on file

Zynex experienced an unexpected delay due to a supplier extending a deadlineWe sincerely apologize that the patient had to wait so long to receive their deviceThe device has arrived and we hope is proving to be of benefit for this patient

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

Mr***, our records indicate the equipment in question was prescribed February 25th of and that you completed this order over the phone with one of our representatives on March 3rd of The products were shipped out to you and our records indicate that they were delivered to your home by the postal serviceYour insurance was billed for the products provided and they rendered payment on those claims in the form of checks sent to you with your explanation of benefitsYour insurance company processed and paid on the claims for the time you had the device as well as the supplies that came with itWe do have a partial payment posted at this time but require the remaining balance of the insurance payments for the prescribed equipment to be forwarded to usTo further clarify this matter, we would like to set up a call with you and your insurance company as they can review the payments with us as well as why the payments are to be sent to ZynexIt is considered fraudulent as well as creates issues with the IRS for patients when they choose to keep and cash insurance payments that are supposed to be forwarded to a provider If you have further questions regarding this process we would encourage you to reach out to your insurance company for further information and to have those checks reissued if necessaryAgain, we would like to schedule a call with you and your insurance company regarding this matter at a time that is convenient for you

Zynex has received the unit and the patients payment of $The patient did receive a check from insurance in the amount of $which was to be remitted to Zynex for services renderedWe understand that this patient has returned the unit and paid all but cents of what is owedThe file has been closed and a closure letter sent

Zynex apologizes and understands this patients frustrationWe are showing the first voicemail received on 2/19/and it was returned that dayWe are sorry to hear our device did not work for this patient and that their experience with us wasn't a positive oneThe account has been closed and a
closure letter mailed

Complaint: ***
I am rejecting this response because:Zynex claims that they mailed the closure letter on 3/10/to the address on file; however, as of 3/21/16, I still have not received this letterI know that they have the correct address on file as we have received all other correspondence from them in a timely fashionIn order to avoid this claim being automatically closed after five days, I am rejecting this response againOnce I receive the closure letter, I will accept the responseI ask that when Zynex does send the closure letter, that they expedite it so that this matter can be closed.
Sincerely,
*** ***

Hello, this file has been closed as of March, 17th with no patient responsibility. Thank you

Zynex apologizes and understands this patients frustrationWe are showing the first voicemail received on 2/19/and it was returned that dayWe are sorry to hear our device did not work for this patient and that their experience with us wasn't a positive oneThe account has been closed and a
closure letter mailed

I apologize if their has been a misunderstanding regarding and insurance refundGenerally Insurance will initiate these where appropriateIn this case where the main concern is that an over-the-counter unit was found to be less expensive and the patient then wanted to return the prescribed unit a refund would not be appropriate unless the unit was paid forAgain if insurance feels that they should seek reimbursement we would ask them to make the requestWe have allowed the use and return of the unit a no cost to the patient and would happily work with insurance if further action is deemed necessary

Zynex experienced an unexpected delay due to a supplier extending a deadlineWe sincerely apologize that the patient had to wait so long to receive their deviceThe device has arrived and we hope is proving to be of benefit for this patient

Complaint: ***
I am rejecting this response because:This response is not providing any additional new detail to resolve this disputeThey are incorrect in stating that the prescribing clinic advised me that there was a chance this would not be coveredIn fact, the clinic stated it was 100% covered based on the information provided by the company's (Zynex) sales repSince this complaint, the prescribing clinic has told me that they will no longer work with Zynex in the future, as they believe the information was unclear, deceptive and not in the best interest of their patientsThis speaks volumes about the representative's failure to provide clear information, misleading myself and other customers.I have also contacted my health insurance providerThey advised that no claim was submitted prior to the date that I purchased my device, verifying the Sales Rep again did not run my insurance information prior to the order as was explained would be done to the clinicIt is unclear to me how they would know my plan covered the device otherwiseAlso my provider has confirmed that this company is out of my network and the device will not be coveredBut that this device is covered by a number of other providers at 100% coverageHad the Zynex rep provided a clear list to my providing clinic prior to my order, they would have known to direct me to use another companyThe Zynex rep did not provide a list of covered/not covered providers to the clinic until after my complaint.I believe Zynex needs to honor the information provided to my clinic and resolve this issue
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/01) */
This patient's statement was sent in errorHis file has been closed and the patient balance is $per his agreement
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
I accept their response because it honors our original agreement

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.

Thank you for brining this to our attention, I have halted any further activity on this account and will close the fileIt appears this account should have been closed in 02/28/and supplies had been stopped at the timeWe do not show a record of correspondence with the patient sense then
but are happy to fix this now. We had experienced a system error earlier this year that caused many of these file to be re-openedWe apologize for this and will continue to work to correct such errorsThe patient will not be held accountable for any current balance showing on this account and letter of closure will be sent to the address on file

***, 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