Complaints

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was referred to Med Resources in Alton, IL for a CPAP device and fitted for the equipment on 12/6/22. I attempted to use the device for 7 nights, but could not tolerate it. I returned all the equipment in original packing 8 days later, on 12/14/22. In total, the equipment might have had 2 hours use. The return policy in their contract clearly states that a refund will be granted, no questions asked, for all equipment returned within 10 days. The receptionist advised that my paperwork had not been submitted to Medicare, and that there would be no charges, as I was within the 10 days. I attempted to return everything, but she said all they required back was the actual air machine. She put the mask, hoses and tubing back in the original bag and said it was mine to keep. In February '23 I received an explanation of benefits from United Healthcare, my Medicare Advantage provider, indicating that they had been billed by Med Resources for the air machine and that I might be charged a co-pay. I contacted United Healthcare immediately and filed an appeal, explaining that this equipment had been returned and I had the paperwork to prove it. I never heard back from them. In May, I received a bill from Med Resources for my 'co-pay' ($35.84). I wrote a clear explanation on the back of the bill informing them why this billing was incorrect. In June, I received a second bill. I again wrote the same explanation, making this the second attempt in writing, that I have made to rectify this matter. Last week, I received a third bill, this time itemizing the mask, hoses, tubing, etc. that just happened to total the same amount as what they had previously tried to collect for my 'co-pay' for the air machine (that had been returned on 12/14/22). Med Resources is welcome to pick up the useless equipment that their receptionist insisted I keep, or they can send a box with prepaid postage and I will mail it back to them. This isn't right...

  Business response

  08/02/2023

  This is in response to a complaint from ******* *******.  It sounds like there was some mis-communication in the Med Resources office in how the patient was communicated with.  I have written off the balance of $35.81.  I have also spoke to the client and he agreed that this issue has been resolved. If there are any additional questions they can call Med Resources in Alton at ###-###-####

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