Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** 2020 I spent 48 days in the Hospital with covid-19, 10 was at encompass health. When released they sent me home with oxygen that came from this place. It was NOT supposed to be permanent. However, when I no longer needed it I called them to tell them so. The so called mgr. at that time proceeds to tell me that I would have to sign an AMA for them to pick it up, I say ok. It never got picked up, keep in mind I never saw the Dr. that ordered it again after leaving Encompass. The Mgr. was very smart mouthed to me each time I talked with her, I called them and told them once again to come get it, and that I was calling my bank to remove them from taking their fee out of my acct. Time went on and I basically forgot about it, it literally became like a picture you pass by on a wall. All this time, they are charging my ins. company every month for it. This went on for a couple of years, they never once tried to service it or whatever in that time. Until I changed insurance companies and they could no longer scam monies from them anymore. So this week they called wanting my new ins. info, and I told them no that I had done everything I could to get them to come get it. New Mgr. I tried to talk to said you got to sign an AMA, for the 6 or 7th time I said bring it which they finally did and picked up the machine I had not used and tried to get them to pick up for two years. Within 24 hrs. after they remover it I get a call from a collection agency saying I owe them!! I pay my bills religiously, but I will not pay this and do nto feel I owe them one cent. Question they need to answer is why they scammed my ins. for two years and then when the funds for their scam was removed, now I owe them money?? Not in this lifetime!!

  Business Response

  Date: 05/15/2023

  The *** (certificate of medical necessity) and prescription provided to ** and signed by the prescribing Dr. indicated "lifetime" for the oxygen being provided.  We picked up this equipment recently when, after we called the patient to get updated insurance information, we were told that the customer was no longer using and wanting the equipment.  Our technician went to the residence and got an AMA signed so that we could pick the oxygen equipment up per our policies and procedures.  In 2020, had we known that the customer was no longer using or wanting the equipment, we would have picked it up as soon as we knew, as there was a shortage of equipment at that time due to the *** (public health emergency) and COVID-19.  According to policies and procedures at the time of the *** due to COVID-19, servicing and maintenance of equipment was not performed unless in case of emergency or for new setups.  Furthermore, we attempted numerous times to contact the customer via phone at the provided number and the provided emergency contact number about equipment with no response.  At initial setup of the customer, we did not collect their banking information because all co-insurance was waived at the time due to the *** with a diagnosis of COVID-19.  Once there was a patient responsibility, we attempted to contact the customer to get a card on file, but were unsuccessful.  Bills have been mailed and there have been many attempts at contact.  The customer has not paid out of pocket AT ALL for the rental equipment provided even though there has been a monthly patient responsibility since 7/2021.  Equipment was picked up on 5/9/23.  Customer spoke with the new manager on 5/11/23.  All of our policies and procedures were explained to the customer in the conversation with the new manager. 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20054975
  
  I am rejecting this response because:
  
  Sincerely,
  
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