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 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 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 me
Sincerely,
*** ***
?

Dear ***,We understand your frustration and would like to assist in resolving this issue for youNotice was mailed and documented to the account? on 9/23/2015, of the shipment of monthly medical supplies to facilitate the most effective treatment with our deviceThis letter also contained
various forms of contact information for the patient's? convenience should any questions arise regarding these supplies, or the device I will note that following a call we received from the patient on 02/12/16, all shipments were discontinued at the patients request? That said we understand that patients that have been prescribed our unit for home use? may be receiving multiple forms of treatment and details can be missedWe are happy to help find a solution that is satisfactory to everyone involved and will be reaching out to the patient directly to help facilitate this.? ?

Supplies were delivered to this patients home on Friday the 15th, we will continue to try to reach the patient to set up her supplies per her insurance guidelinesThe patient was not contacted on Friday due to a server Error and will be contacted todayWe apologize for the inconvenience

Good Afternoon ***, We received your review and see that you were unsatisfied with your experience with ZynexWe sincerely apologize and after reading your response, recognize why you expressed concern? The Revdex.com response from an employee who is no longer with Zynex was not included in your
file.? Thus, when the file was worked by current staff, they were unaware that this individual had agreed to close and zero your account? We contacted the Revdex.com and confirmed who provided you with the response on 5/4/? We sincerely apologize as employees are expected to note the account of such information.? Of course, we will honor what this employee shared at that time.? The account is zeroed and closed and noted as suchYou will receive a letter? confirming this for your records.? Please let us know if there is anything more you need from us? We again apologize and appreciate that you shared this through the Revdex.com so that it could be resolved quickly

Hello, We have contacted this patient today to resolve thisThe patient had not received a bill from our company but an explanation of benefits form her insurance that was causing some confusionWe have explained that this does not reflect an actual amount owed and with the unit returned we have
closed the file.?

Complaint: ***
I am rejecting this response because: to date this has not been resolved.? I can't believe the AUDACITY of this company, always trying to justify their actions however, had they have sent me the supplies when they billed my insurance for them last YEAR this would not be an issue!? I refuse to speak to them via telephone because I want a hard copy of all correspondence.? I have spend NO LESS than hours between phone calls and emails tying to get this straightened out (HERE'S IS ANOTHER 1/HOUR!),? not to mention? that these claims have skewed what has been applied to my health insurance deductible so just when I THINK I have my medical bills covered for this year, that may not be the fact.? I will repeat...I WILL ONY ACCEPT THE REPONSE WHEN EVERYTHING IS CORRECTED IN FULL AND NOT BEFORE!!!!!!!!!!!!!!!
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, however
I still maintain that Zynex has not been as responsive with respect to resolving my particular situation as they claim, because if they had been, there would have been no need for me to contact the Revdex.com to help facilitate a resolution with themI still do not have any correspondence from them indicating that I have a zero balance with them, or a letter stating that my account has been closedA verbal statement is open to interpretation and in my opinion, a letter, or zero balance statement should have been sent to me indicating closure with respect to any obligation that may, or may not be expected of me.I wish to thank the Revdex.com for intervening on my behalf and resolving this matter
Sincerely,
*** ***

Zynex understands this patients frustration and worked to resolve the issueI personally emailed the patient and unfortunately did not receive his responseWe did receive payment from the patient on the settled negotiated amount of $and his account was closed.A closure letter was mailed in
FebruaryWe have mailed another one and apologize to the patient for the inconvenience

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:? The company is requesting evidence of my payments to them from more than five years ago.? My bank statements online do not go that far back and I cannot provide evidence at this time of my payment.? Denying receipt of payment is a common practice of this company from what I can tell from reading hundreds of reviews of this companyThis is what happened back in -? however, at that time, I was able to provide evidence of both my payment and the insurance company's payment in when they were harassing me and at that time I was told my account was closed at that time.? NOt only do my bank statements not go back that far, I no longer have the same health insurance and can't obtain those records either.? It is awful convenient that they are now trying to scam me out of more money.? ? Why would they wait five years to contact me again?? ? The only resolution I will accept is for them to simply close my account and leave me alone.? They called me today and I told them not to call me ever.? I will NOT pay them more money.? And I want them to go awayTHeir practices are predatory and I would think with this many complaints, they would be forced to go away.? There have even been several lawsuits against them.? ?
Sincerely,
*** ***

[redacted],I apologize for the confusion, the amount owed is for 2 months usage on the unit. We are not holding you accountable for any the supplies that were sent in may and will be happy to settle this account for 25.00. Unfortunately as we have not received the agreed upon payments that were...

established in earlier conversations with you, you have continued to receive statements. If you would like to remit payment of the 25.00 this will be settled and no more statement's will be sent. Thank you,Zynex Medical

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, 2015. Upon speaking with the insurance company, his claims were denied because DME is...

not a covered benefit under his plan. We 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 device. Zynex will continue to pursue collection on the unit until it is returned.

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 claims. As 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 unit. That 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 date. I will also note that we did receive this unit back on 06/09/15. In most cases when a patient has a unit for a year and insurance does not cover we would collect a usage fee. We will however consider your account closed at this time. You will not be held accountable for any amount on the unit or supplies that came with it. You should receive a letter in about 5-7 business days that reflects this arrangement.Best Regards,Zynex Medical

Thank you for reaching out. After reviewing this account it does look like we were contacted by the patient's husband in August of this year to discontinue their supply shipments. We 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 call. Because these devices are prescription strength and ordered by the patient’s doctor, they do include supplies for the patient's ongoing treatment. We 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 attempts. While this patient’s insurance is out of network, we do show that her plan included out of network benefits. There 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 submitted. The patient did have a 20% coinsurance for supplies and the unit. It 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 2017 regarding a separate negative review in the hopes of reaching a satisfactory resolution. We have not received a response to the voice mails we have left or the e-mails we have sent. We 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.

Zynex understands this patients frustration and worked to resolve the issue. I personally emailed the patient and unfortunately did not receive his response. We did receive payment from the patient on the settled negotiated amount of $475 and his account was closed.A closure letter was mailed in...

February. We have mailed another one and apologize to the patient for the inconvenience.

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

Thank you for reaching out,After review, this patient has returned her device, however she did have it for 10 months prior to it's return. The statement is reflecting services in the form of electrodes and batteries and the devices usage for that time. Unfortunately we cannot know if a patient is...

currently treating with a unit in there possession unless they contact us to tell us they are not. We have no record of a call to update the patient's address and never received return mail. We are happy to work with our patients and allow returns within a timely manner but usually after 10 months we would consider the unit purchased. There have been attempts in the past to contact this patient regarding her account, but we only have record of a single correspondence via e-mail and a call from our management to the patient to resolve the complaint that did not receive a response. Unfortunately we were not able to connect with this patient over the phone and did not receive any further e-mails from her so the balance remained. At this point we will close the account, and hope this will resolve the complaint but would still like to speak with the patient to ensure there is understanding on both sides. Thank you,