Zynex Medical, Inc.

Hello, We apologize for frustration this process has caused. The billing manager has reviewed this file and as of 10/11/16 the first refund check was cut and mailed. We have however sense then identified the remaining errors in this file and agree that the amount owed back to the HRA acct is 201.68....

The full refund is being processed today and all billing on this acct has been stopped. We will continue to work with this patient and insurance to ensure this is corrected.

The closure letter was sent to the address on file on 3/10/2016.

We have been reaching out to this patient for the past couple days, sense receiving a note outlining her complaint. We have called and left messages and e-mailed her. The device was never paid for and because it was not returned to our warehouse as the instructions indicate, we had no way to...

know the patient no longer had it until they called regarding a bill. At this time we believe we have reached a resolution that will satisfy the patient but would like to speak with her to be sure she is satisfied. We have left another message for her today and let he know that we can mark her unit lost sense she is sure she returned it to the Dr. We will not hold her accountable for the cost of the device and can close the account if needed.

This patient is currently working with the Billing manager here at Zynex to resolve this as quickly as possible. Both 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.

Unfortunately this patient's insurance did not cover the device for her. Zynex 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-returnable. The patient's husband agreed to pay the $150 for the cost of the probe and we would close the account. This agreement was made on 01/18/2015. As soon as we receive payment for the probe we are happy to close the account in good standing with a $0.00 balance.

I think maybe the confusion is coming from the term Rental. I understand that in this case the patient is stating the unit was not used. However in the case of medical equipment we cannot treat a unit that left our warehouse as 'new' ever again. The record shows that this particular device was in the possession of a patient and therefor is no longer a 'new product'. Any supplies that were sent must be discarded. Most DME providers will not let their equipment be returned at all, and if insurance does not cover the equipment, the patient is forced to purchase it. It is our hope that insurance will always cover a patient's prescriptions. However we all know that is not always the case and that is why we have attempted to create a system in which we can afford to let patient's return our units and recoup some shipping and supply cost if not the cost of the unit itself. Judging from the record on this file I cannot in good faith zero out the cost. If it would stratify the patient I can close the account but it would be noted as 'closed in poor standing'. Thank you for your consideration and we apologize for any confusion or frustration this has caused.

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]

Initial Business Response /* (1000, 5, 2015/08/24) */
We are actively working with this patient to find a resolution that is fair. As requested in this complain a return pouch has been sent so the patient can return this unit. Our device has been in this patient's possession for 8 months. The...

patients insurance has not been billed since the patient requested his service be stopped. We will continue to work with the patient to find a reasonable solution.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been keeping this device for 8 months because my physician told me it's free and covered by my insurances. And I haven't used this item because I've been healed. I still keeps it becasue it's free.
I haven't been contacted by anyone from Zynex medical since my call to them, although they said their manager will call me back many days ago. It's untrue that Zynex said they are working with me for an solution.
Zynex has already billed my insurance for buying the device. Even if Zynex is sending me a return pouch, they didn't mention that it's free return. From people's experince, Zynex just charge them monthly rental fee for the time people keeps their device, which is so wrong.
Please solve this problem without dodging the extra fee issues.
Final Business Response /* (4000, 9, 2015/08/26) */
A manager has been in touch with the customer and a resolution has been reached.
Final Consumer Response /* (2000, 11, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Zynex offered for a free return and no more bills. They promised to zero the balance on my account once they received the unit. I accept this offer for now.

Thank you for reaching out.After speaking to this patient we have determined that we can waive any supply charges for this account. Supplies are sent with our medical device because they are necessary to treat with the unit. Normally these are non-returnable because they are considered...

perishable, but we understand that having not used these products the patient would feel she should not pay for them. We have agreed to close this file for a single months rental on the unit. We have sent a letter to this patient reflecting the new agreement. Thank you,

Zynex has received the unit and the patients payment of $25.00. The patient did receive a check from insurance in the amount of $25.83 which was to be remitted to Zynex for services rendered. We understand that this patient has returned the unit and paid all but 83 cents of what is owed. The file has been closed and a closure letter sent.

Initial Business Response /* (1000, 8, 2015/07/08) */
Zynex billed and worked with insurance appropriately to get this patient's unit covered for her. Unfortunately insurance denied despite our best efforts and the patient received an EOB from them detailing their denial.
After checking the...

patient's file I see that she made one call after receiving a statement where the customer service representative offered her an account settlement.
This account has since been settled.

Thank you for reaching out. This account has been closed as of 11/08/16 and all balances have been written off. This 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,

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

Zynex wants to help this patient find a reasonable solution. As we stated previously, we do not have this unit back. We have tracking on all of our return pouches that we send which is why it is required that patients use them to return the devices. When they are returned through a different means, there is no way for us to track. The SN assigned to this patient is still outstanding.A manager will contact the patient's mom today to attempt to resolve this matter.

We are already aware of this issue and have been attempting to reach this patient. We were informed today that the patient will not be available for calls until tomorrow at a specific time. We will be reaching out again tomorrow within this window. Meanwhile we have shipped supplies out to ensure a...

swift delivery for the patient. Further shipments will be confirmed when we get to speak with the patient and can be set for a monthly shipments or on an as needed bases.  Thank you,

Initial Business Response /* (1000, 5, 2015/09/01) */
This patient's statement was sent in error. His file has been closed and the patient balance is $0.00 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.

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]

Zynex apologizes for this patients experience and appreciates the prompt attention to returning the unit and paying the settlement. The file has been closed with a $0.00 balance and a closure letter mailed to the address on file.

I apologize if their has been a misunderstanding regarding and insurance refund. Generally Insurance will initiate these where appropriate. In 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 for. Again if insurance feels that they should seek reimbursement we would ask them to make the request. We 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.

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, 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 them. I 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 closed. A 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,
[redacted]