Good afternoon [redacted] , ? 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
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,
This patient is currently working with the Billing manager here at Zynex to resolve this as quickly as possibleBoth 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
Complaint: [redacted] I am rejecting this response because: I did not return the product through a different means I put the product in the first set of return envelopes that I received from this company and I sent it out via the appropriate carrier I still have not heard from anyone via phone Sincerely, [redacted]
Zynex apologizes for the delay on the unit being receivedThis patient's insurance paid for a portion of the supplies and the device receivedThe amount owed from the patient is the co-insurance to purchase the unitWe understand the patient no longer wants this unitThe patient can return the unit and we will close this account with a $balanceThe patients mom requested that we refund her insurance however insurance didn't pay a full portion of anything for supplies rendered so no refund is due.Zynex and the patient have reached a resolution for the patient to return the unit and Zynex to close the file
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] ?
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
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.
Complaint: [redacted] 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]
Thank you for reaching out.After speaking to this patient we have determined that we can waive any supply charges for this accountSupplies are sent with our medical device because they are necessary to treat with the unitNormally 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 themWe have agreed to close this file for a single months rental on the unitWe have sent a letter to this patient reflecting the new agreementThank you,
Initial Business Response / [redacted] (1000, 8, 2015/10/14) */ I have addressed the customer service accusations with the customer service rep and am taking appropriate actionThis patient did not notify Zynex that they were returning the unit and did not follow protocol in doing soThe unit is still not in our possessionSupplies that were shipped are included on this patients Rx that we received from the doctor's officeThis patients file is now closed
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, Upon speaking with the insurance company, his claims were denied because DME is not a covered benefit under his planWe 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 deviceZynex will continue to pursue collection on the unit until it is returned
Complaint: [redacted] 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, [redacted] ***
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
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 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
Complaint: [redacted] 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 [redacted]
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,
Good afternoon [redacted] , ? 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
Zynex and the patient have reached an agreement that both parties are satisfied with
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,
This patient is currently working with the Billing manager here at Zynex to resolve this as quickly as possibleBoth 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
Complaint: [redacted] I am rejecting this response because: I did not return the product through a different means I put the product in the first set of return envelopes that I received from this company and I sent it out via the appropriate carrier I still have not heard from anyone via phone Sincerely, [redacted]
Zynex apologizes for the delay on the unit being receivedThis patient's insurance paid for a portion of the supplies and the device receivedThe amount owed from the patient is the co-insurance to purchase the unitWe understand the patient no longer wants this unitThe patient can return the unit and we will close this account with a $balanceThe patients mom requested that we refund her insurance however insurance didn't pay a full portion of anything for supplies rendered so no refund is due.Zynex and the patient have reached a resolution for the patient to return the unit and Zynex to close the file
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] ?
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
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.
Complaint: [redacted] 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]
Thank you for reaching out.After speaking to this patient we have determined that we can waive any supply charges for this accountSupplies are sent with our medical device because they are necessary to treat with the unitNormally 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 themWe have agreed to close this file for a single months rental on the unitWe have sent a letter to this patient reflecting the new agreementThank you,
Initial Business Response / [redacted] (1000, 8, 2015/10/14) */ I have addressed the customer service accusations with the customer service rep and am taking appropriate actionThis patient did not notify Zynex that they were returning the unit and did not follow protocol in doing soThe unit is still not in our possessionSupplies that were shipped are included on this patients Rx that we received from the doctor's officeThis patients file is now closed
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, Upon speaking with the insurance company, his claims were denied because DME is not a covered benefit under his planWe 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 deviceZynex will continue to pursue collection on the unit until it is returned
Complaint: [redacted] 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, [redacted] ***
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
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
Hello, this file has been closed as of March, 17th with no patient responsibilityThank you
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
Complaint: [redacted] 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 [redacted]
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,