Zynex Medical, Inc.

Initial Business Response /* (1000, 5, 2015/04/14) */
I spoke with [redacted] today regarding these issues. We resolved her acct. According to our [redacted] her son received the unit, however, the unit was never actually given to him by the PT clinic. The unit was not shipped to her [redacted] -the CS rep was...

misreading the file. We did presume the pnt has the unit and sent in claims to insurance. I have voided the insurance claims and zero'd the acct so that it is clear there is no patient balance; I also will speak with the staff that touched this file and noted they were in contact with the pnt's mother, as it is clear they were not; The file is closed and I will send a zero balance letter to the pnt's mother; I will also call the PT clinic to be sure they are aware this has been taken care of. The pnt's mother has my contact information to call if there are any other issues that arise.

It is and industry standard that a device being used be collected on. The patient has now had our device for 6 months and nothing has been paid. Because 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 exception. This patient's balance will be $0.00 and the account closed once the device is returned.

Complaint: [redacted]
I am rejecting this response because:We returned tbe device and already paid for the non-returnable probe. Except this is not reflected in your records, hence the complaint. Your business practices are either fraudulent or you are incompetent.
[redacted]

Initial Business Response /* (1000, 9, 2015/07/08) */
This patients account has been closed and no balance is owed.
The customer service representative has spoken to the patient and noted the account in detail.
Initial Consumer Rebuttal /* (2000, 11, 2015/07/13) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
I was not happy I had to submit a Revdex.com complaint to get Zynex Medical to respond. In fact they still didn't take any initiative to contact me. I emailed them on 6/29 asking for an update and that's when I received a email back stating they had closed my account. They still have not sent me an updated statement that my account has a $0.00 balance.

We apologize for the inconvenience this has caused the patient. Due to protected health information I cannot share all of the details of this patients account. Zynex 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 device. The phone number we have on file for this patient is the number the customer service representative read back to the patient. When she stated this wasn't correct he attempted to get the correct number and the patient refused. The notes also state this patient was verbally abusive and wouldn't allow the representative to transfer her to a supervisor. Unfortunately there was no happy resolution for this patient when she spoke with us.The account has been closed with a $0.00 balance and nothing is in collections.

Complaint: [redacted]
I am rejecting this response because:I called my insurance company numerous times. Zynex has to initiate the refund process since you accepted the epayment from insurance. The device has been returned to Zynex many months ago. I was told the refund process has been started and it takes 60 days to take effect. It has been more than 60 days. The refund process started in March. Either you're giving me false information or the representative I spoke with months ago did.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/10/14) */
I have addressed the customer service accusations with the customer service rep and am taking appropriate action. This patient did not notify Zynex that they were returning the unit and did not follow protocol in doing so. The unit is still not...

in our possession. Supplies that were shipped are included on this patients Rx that we received from the doctor's office. This patients file is now closed.

Initial Business Response /* (1000, 5, 2015/08/18) */
Per the patients prescription from her doctor monthly supplies were sent so she could maintain treatment. The patients mother called in in March 2015 to discontinue supplies and that was done. No supplies were sent after the request to stop was...

received. Since the patient filed this complaint she has been in touch with customer service and come to an agreement on the account.

Complaint: [redacted]
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 payment. The Revdex.com requires me to respond within 5 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 2016 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 $201.68.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The 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,
[redacted]

Initial Business Response /* (1000, 5, 2015/04/14) */
I emailed the patient this evening. Will follow up this week to ensure he receives a zero balance statement; His balance is zero; His file is closed; Provided an apologize for the lack of follow through on his acct from previous Customer Service...

reps;
Initial Consumer Rebuttal /* (2000, 7, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello, this file has been closed as of March, 17th 2016 with no patient responsibility. Thank you.

Thank you for reaching out, This unit was not fully purchased by insurance and co-insurance was not paid. We had agreed to close this account if the paitent returned the unit, and garenteed they would not be charged for perishable supplies or any sort of usage on the device. This was honored....

However, in this case where insurance would have covered the unit, and the patient opted for a non-prescription strength unit instead, the refund would need to be between the insurance company and Zynex and would no include supplies that cannot be reused. Sense the patient is not owed any money and never paid anything for the unit we cannot negotiate a refund to them. We can send the unit back for payment of the co-insurance amount and would be happy to work with the patient to find a solution that is satisfactory for them. Sincerely,

We are currently working with this patient to resolve this matter. There 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 out. It 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 update. We have been told that these claim have now been moved to processing. We will be reviewing these claims again in 2 to 4 weeks once the insurance company has had a chance to re-process them.

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

Complaint: [redacted]
I am rejecting this response because:based on your response I am not sure if there is anything I need to do next.  Not very clear.  Will wait for mailed letter to arrive.  Thank you for addressing this confusing matter.    
Sincerely,
[redacted]

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

closed the file.

Complaint: [redacted]
I am rejecting this response because:Please read the case fully. The initial request is for Zynex to return the money back to my insurance. The medical device has been returned to Zynex. Why is Zynex still keeping the money they received from my insurance? The money paid to Zynex is using my annual maximum. The solution to resolve this case is to return the money back to my insurance and preprocess the claim to reflect the refund.
Sincerely,
[redacted]

Thank you for brining this to our attention,  I have halted any further activity on this account and will close the file. It appears this account should have been closed in 02/28/16 and supplies had been stopped at the time. We 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-opened. We apologize for this and will continue to work to correct such errors. The 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.

Complaint: [redacted]
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 20 hours between phone calls and emails tying to get this straightened out (HERE'S IS ANOTHER 1/2 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,
[redacted]