Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife had leg surgery in *************** Fl. I rented a wheel chair through this company as they took **************, my military insurance. We returned the wheel chair 5 days short of 30 days which ******* Humana did not have an issue with. ***************** pays for services rendered not by the days we rented the wheel chair. This company made an illegal charge on my credit card which processed on November 25. I did not authorize this company to charge my card. To date, this company still has not billed ******* Humana for this service and is refusing to bill ******* as they say insurance won't pay for less than 30 days; totally false claim according to ******* Humana.

  Business response

  12/16/2024

  This is false. The patient coverage switched halfway through the rental from ******** to ******** and we were not made aware by the patient. We were unable to pull up their Tricare policy when it was time to bill,  it had become inactive because we don't bill until the end of the rental period and at this point it had already switched. We cannot ************* for a partial rental therefore we were unable to bill any insurances and it became patient responsibility. They signed the paperwork that clearly states they will be charged if insurance does not pay for the item.  

  Customer response

  12/24/2024

   
  Complaint: 22617484
  
  I am rejecting this response because Royal Palm Medical had three weeks to file for claim payment with our military insurance and they didn't. After we returned the wheel chair, I had a telephone call from Royal Palm Medical about payment (I believe the callers name was ***). She told me the insurance would not pay them if we rented the wheel chair for less than 30 days; we returned it at day 25.  I told her I was going to talk to Tricare and would get back to her. Talking with representatives from *******, I was told they would pay for the services rendered and it did not matter if we returned the wheel chair before 30 days.  I also mentioned to Tricare about them charging my credit card $18.02 for co-pay. ******* stated I had no co-pay at the time as my deductible was met. (This money should be returned to me as well as I was not supposed to have been charged.) I called Royal Palm again and told them ******* would pay if they submitted the bill to the insurance. To date, Royal Palm still has not submitted a bill to Tricare. 

  My wife's surgery was 8 October. They delivered the wheel chair on 11 Oct 2024 and we returned it on 4 Nov 2024. Royal Palm had three weeks to file this claim and they didn't. Our case worker for ******* even called them with instructions on how to file the claim. 

   Upon returning home, I had received two bills for the exact same amount from their billing department in **********. I called the company's billing department and was told the bill was for medical services dated in June (****** and bed side potty). This supposed bill was for my wife's first surgery on June 13. I told them we had paid for those services and provided them with the dates of the receipts. Their billing department found proof it was paid and told me to disregard bills. At the end of November, I discovered my credit card was charged for the exact same amount as those two bills and instead of using the companies billing department, it was charged through a third party ****** (*********). I filed a complaint with you and I filed through my credit card company as I did not authorize or owe for the bill being charged. 
  

  Sincerely,
  
  ******* ******

  Customer response

  12/30/2024

  I talked with Tricare again. I am just going to file the claim myself. So at this point in time, I am dropping the complaint and will accept your decision. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩