Zynex Medical, Inc.

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 ***, and find that this resolution is satisfactory to meThe supervisor called me today and explained some computer problems they were having that put them way behind I was able to get my questions answered and make a request for future shipments
Sincerely,
*** ***

Zynex Medical only provides devices to patients whom we have a prescription forWe do have a prescription on file for the *** and monthly suppliesBecause it requires a prescription, our device is not available on *** although there are over the counter electrotherapy devices offered
online, they are not comparableThe billing department attempted on several occasions to get the device and supplies covered by this patients insuranceInsurance would not coverA closure letter was sent at that timeWe have spoke the patient and her husband on numerous occasions and cannot speak to any unresponsiveness In December 2015 the patient's husband called in and was told that the patient's file is closed.

Good Afternoon ***, To provide further clarification, at the time your order was completed on March 20, 2018, the prescription processing representative advised you that the cervical traction device is a non-returnable, non-refundable item and that, in the event of insurance does not cover the item, we consider the unit purchased for the deposit amount you providedYou opted to render payment at that time, accepting these terms. Your benefits were checked, and showing as active. Until the insurance company receives our claim, they cannot guarantee you, us or any provider that a product will be coveredWe will be happy to discuss the details of DME claims with Carol if you feel this would be beneficial We have been in ongoing contact with your prescribing clinic and our local sales representativeWe have not been able to confirm any of the statements outlined in your complaintBoth the prescribing clinic and the sales representative state that it was clearly communicated to you that there was no promise or guarantee of insurance coverage and this would not be known until the claims processed Our billing department filed the appeal with your insurance company in regards to the denialAt this time your insurance has denied the appealTheir representative advised us that after processing the claim, cervical traction is not a covered benefit under your plan. We strongly encourage you to appeal the claim as the member and we are willing to assist. Members are often more successful in overturning denials than providers as it directly concerns both your health and finances. Please let us know a good time to connect to assist you with an additional appeal for coverage

Initial Business Response /* (1000, 9, 2015/11/18) */
Per the patient agreement with Zynex in January the patients account has been closed in good standing and a closure letter has been mailed to the address on file

Complaint: ***
I am rejecting this response because: ? The company did not contact me on July 15th between a.mand p.mas requested and as they indicated they would
Sincerely,
*** ***

We apologize for the inconvenience this has caused the patientDue to protected health information I cannot share all of the details of this patients accountZynex does have a valid and signed prescription on file for this patient as well as a legal document signed by the patient stating we are
allowed to bill her insurance for the deviceThe phone number we have on file for this patient is the number the customer service representative read back to the patientWhen she stated this wasn't correct he attempted to get the correct number and the patient refusedThe notes also state this patient was verbally abusive and wouldn't allow the representative to transfer her to a supervisorUnfortunately there was no happy resolution for this patient when she spoke with us.The account has been closed with a $balance and nothing is in collections

Thank you for reaching outThis account has been closed as of 11/08/and all balances have been written offThis patient will receive a closure letter for their records regarding this and after that no further correspondence will be issued unless requested.We acknowledge the mistake and
apologize for the ongoing confusion on this account while hoping that this proof of closure will avail any further concerns this patient has.? Thank you,

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 ACCT She 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

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,

Complaint: ***
I am rejecting this response because:We returned tbe device and already paid for the non-returnable probeExcept this is not reflected in your records, hence the complaintYour business practices are either fraudulent or you are incompetent
*** ***

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.?

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 and address your concernsAt this time we show no payments from your insurance
company or from you directly for the product/services provided from to present.? This is the reason the statements continue to be sent and we are attempting to resolve your account balance with you ? Our records indicate that your insurance applied the claims to your deductible and thus rendered no payment to Zynex? They will be able to confirm this upon review of your claims.? We also do not have a patient payment from you on the account for as you indicate? We are showing that we settled the account with you for $but never received that payment.? If you have information verifying this payment, please feel free to forward that (e.g., bank statement, cashed check or credit card statement) so that we can locate it and ensure it is applied to your accountI will send you a letter if you prefer to provide the information by mail, than by phone ? We understand it is frustrating to receive a bill for the full MSRP, however the full MSRP is sent on outstanding accounts greater than years oldWhile it is possible to obtain less expensive devices as you indicated (over the counter) there are some key differences related to the pricingOur device is a prescription-strength, medical grade device.? Additionally, the NexWave has different modalities (three units in one), it has four-leads and features a five year warranty.? ? As we shared, we will still assist with settling the account for the original $that you were told back in (as this payment was never received).? I attempted to contact you today, however you stated you did not want to speak with me.? We would like to talk with you personally to resolve this matter as quickly 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

Unfortunately this patient's insurance did not cover the device for herZynex Medical doesn't advise patients that insurance will cover and unfortunately this patient was? given misinformation from? her provider? We are happy to remove all charges from the account expect for the probe
which in non-returnableThe patient's husband agreed to pay the $for the cost of the probe and we would close the accountThis agreement was made on 01/18/As soon as we receive payment for the probe we are happy to close the account in good standing with a $balance

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,
*** ***

***,I apologize for the confusion, the amount owed is for months usage on the unitWe are not holding you accountable for any the supplies that were sent in may and will be happy to settle this account for Unfortunately as we have not received the agreed upon payments that were
established in earlier conversations with you, you have continued to receive statementsIf you would like to remit payment of the this will be settled and no more statement's will be sentThank you,Zynex Medical

Hello, We apologize for frustration this process has causedThe billing manager has reviewed this file and as of 10/11/the first refund check was cut and mailedWe have however sense then identified the remaining errors in this file and agree that the amount owed back to the HRA acct is
The full refund is being processed today and all billing on this acct has been stoppedWe will continue to work with this patient and insurance to ensure this is corrected

We have contacted this patient and addressed his complaintsWe believe at this point that everything has been handled to the patients satisfaction and apologize for the misunderstanding on his account

Zynex and the patient have reached an agreement that both parties are satisfied with

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