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]
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 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, [redacted]
Hello, We have been attempting to contact this patient regarding this complaint in order to help resolve itWe have spoken to this patient numerous times in the past regarding the amount owed the return policiesWe would like to resolve this complaint as quickly as possible but feel it is pertinent speak to the patient directly in order to best understand his frustration and help explain the processesWe have left voice mails on 4/28/and 5/1/with contact information and a request for a return call Thank you,
Good Afternoon [redacted] , 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
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 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, [redacted]
We have contacted this patient in regards to this complaint and will be issuing the requested refundThe patient advised us he was satisfied with our resolution and has been provided with our direct contact information to reach out in regards to further issues that may arise
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 / [redacted] (1000, 5, 2015/09/01) */ This patient's statement was sent in errorHis file has been closed and the patient balance is $per his agreement Initial Consumer Rebuttal / [redacted] (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
Initial Business Response / [redacted] (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
Zynex Medical only provides devices to patients whom we have a prescription forWe do have a prescription on file for the [redacted] and monthly suppliesBecause it requires a prescription, our device is not available on [redacted] 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 the patient's husband called in and was told that the patient's file is closed
All Zynex is asking for is for the device to be returned and the account will be closedThe return pouch has been sent to facilitate the return and closure of this file
Complaint: [redacted] 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, [redacted]
Thank you for reaching out,After review, this patient has returned her device, however she did have it for months prior to it's returnThe statement is reflecting services in the form of electrodes and batteries and the devices usage for that timeUnfortunately we cannot know if a patient is currently treating with a unit in there possession unless they contact us to tell us they are notWe have no record of a call to update the patient's address and never received return mailWe are happy to work with our patients and allow returns within a timely manner but usually after months we would consider the unit purchasedThere 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 responseUnfortunately 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 remainedAt 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,
Complaint: [redacted] I am rejecting this response because: Zynex is charging money for something they never provided regardless of who they are charging Sincerely, [redacted]
We are already aware of this issue and have been attempting to reach this patientWe were informed today that the patient will not be available for calls until tomorrow at a specific timeWe will be reaching out again tomorrow within this windowMeanwhile we have shipped supplies out to ensure a swift delivery for the patientFurther 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,
Dear ***,We apologize for the frustration you have experiencedIn this case notification was mailed and documented on 12/16/that monthly supplies were set up on the patient account along with contact information in the case that any questions should ariseSupplies were discontinued after the patient's first call was received 03/1/We understand that in life some time things are missed or not read through thoroughly, and would be happy to assist in resolving this matter to the satisfaction of our patientA supervisor will contact the patient shortly to address their complaint
I think maybe the confusion is coming from the term RentalI understand that in this case the patient is stating the unit was not usedHowever in the case of medical equipment we cannot treat a unit that left our warehouse as 'new' ever againThe 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 discardedMost 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 itIt is our hope that insurance will always cover a patient's prescriptionsHowever 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 itselfJudging from the record on this file I cannot in good faith zero out the costIf 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]
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]
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 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, [redacted]
Hello, We have been attempting to contact this patient regarding this complaint in order to help resolve itWe have spoken to this patient numerous times in the past regarding the amount owed the return policiesWe would like to resolve this complaint as quickly as possible but feel it is pertinent speak to the patient directly in order to best understand his frustration and help explain the processesWe have left voice mails on 4/28/and 5/1/with contact information and a request for a return call Thank you,
Good Afternoon [redacted] , 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
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 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, [redacted]
We have contacted this patient in regards to this complaint and will be issuing the requested refundThe patient advised us he was satisfied with our resolution and has been provided with our direct contact information to reach out in regards to further issues that may arise
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 / [redacted] (1000, 5, 2015/09/01) */ This patient's statement was sent in errorHis file has been closed and the patient balance is $per his agreement Initial Consumer Rebuttal / [redacted] (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
Initial Business Response / [redacted] (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
Zynex Medical only provides devices to patients whom we have a prescription forWe do have a prescription on file for the [redacted] and monthly suppliesBecause it requires a prescription, our device is not available on [redacted] 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 the patient's husband called in and was told that the patient's file is closed
All Zynex is asking for is for the device to be returned and the account will be closedThe return pouch has been sent to facilitate the return and closure of this file
Complaint: [redacted] 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, [redacted]
Thank you for reaching out,After review, this patient has returned her device, however she did have it for months prior to it's returnThe statement is reflecting services in the form of electrodes and batteries and the devices usage for that timeUnfortunately we cannot know if a patient is currently treating with a unit in there possession unless they contact us to tell us they are notWe have no record of a call to update the patient's address and never received return mailWe are happy to work with our patients and allow returns within a timely manner but usually after months we would consider the unit purchasedThere 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 responseUnfortunately 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 remainedAt 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,
Complaint: [redacted] I am rejecting this response because: Zynex is charging money for something they never provided regardless of who they are charging Sincerely, [redacted]
We are already aware of this issue and have been attempting to reach this patientWe were informed today that the patient will not be available for calls until tomorrow at a specific timeWe will be reaching out again tomorrow within this windowMeanwhile we have shipped supplies out to ensure a swift delivery for the patientFurther 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,
Dear ***,We apologize for the frustration you have experiencedIn this case notification was mailed and documented on 12/16/that monthly supplies were set up on the patient account along with contact information in the case that any questions should ariseSupplies were discontinued after the patient's first call was received 03/1/We understand that in life some time things are missed or not read through thoroughly, and would be happy to assist in resolving this matter to the satisfaction of our patientA supervisor will contact the patient shortly to address their complaint
I think maybe the confusion is coming from the term RentalI understand that in this case the patient is stating the unit was not usedHowever in the case of medical equipment we cannot treat a unit that left our warehouse as 'new' ever againThe 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 discardedMost 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 itIt is our hope that insurance will always cover a patient's prescriptionsHowever 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 itselfJudging from the record on this file I cannot in good faith zero out the costIf 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