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:09/08/2023

  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.

  I am disputing the first bill in the amount of $174.83. This amount was not discussed before or after getting the equipment. I specifically said that if this is going to cost me anything I do not want to try the equipment. The secretary informed me before agreeing to an appointment that I would have to pay a monthly fee of around $25.00 for each month that I use the equipment. This was confirmed by the technician when he was showing me how to use the machine.I went online to pay the monthly fee to them, but it was telling me that there was a zero-balance due. Please see the attached copy from the companys website. I also talked to the secretary when I dropped off the machine, to see if there was any balance due and she informed me no and to disregard the invoice.

  

  Business Response

  Date: 10/24/2023

  An intake representative reviewed the insurance benefits with ** ******** during a recorded phone call on 06/01/2023. She explained the rental process, the monthly rental cost of his cpap machine and the purchase of the supplies. We take the time with each patient to make sure that they are aware of approximate amounts due before providing equipment. It was explained to ** ******* that the first amount due was not only for the first month rental fee (the $25 he refers to) for his first month rental of his machine but it also included the purchase of the supplies he was receiving. Patients has a 50% co-insurance. Patients insurance plan covers 50% and the insurance puts the remaining 50% owed as the patients responsibility. Per the insurance contracts we are obligated to bill the patient for any amounts the insurance puts out to the patients (deductibles/co-insurance.) During the June 1st phone call patient was made aware that he would owe about $170.00 to $189.00 depending on which style mask he would choose. Patient chose a nasal mask. After submitting the claim to the insurance, the patient's co-insurance responsibility total is $174.83.  
  ** ******** mentioned in his complaint that the technician (**) confirmed he would only owe $25.  During the setups with the ** patients are shown how to use the machine, clinically why the machine is needed, fitted for a mask, etc. However, the ** does not go over the financials with the patient as that is done by the intake representative before the setup appointment is scheduled. Any financial questions during the appointment with the ** go back to the intake representative.  
  ** ******** signed documents acknowledging that he would be responsible for any non-covered services which includes any deductible or coinsurance amounts. I have included the signed documents and the explanation of benefits from his insurance company which provides the amounts the insurance paid and the amounts the patient is responsible for:
  Machine first month total allowable by the insurance = $49.84. Insurance paid 24.92 and patient responsibility $24.92
  Purchase of supplies: 
  Filter = insurance allowable = $2.45, insurance paid 50% = $1.22, 50% insurance put to patient responsibility of $1.23
  Water chamber = insurance allowable was $12.88. 50% pd by ins. = $6.44, 50% insurance put to patient responsibility of = $6.44
  Humidifier = insurance allowable was $159.51. 50% pd by ins. $79.95, 50% insurance put to patient responsibility of $79.76
  Heated Tubing = insurance allowable was $41.83. 50% pd by ins. $20.91, 50% insurance put to patient responsibility of $20.92 
  Nasal Mask = insurance allowable was $62.86. 50% pd by ins. $31.43, 50% insurance put to patient responsibility of $31.43 
  Headgear = insurance allowable was $20.26. 50% pd by ins. $10.13, 50% insurance put to patient responsibility of $10.13 Patient also mentioned in his complaint he was told that he did not have a balance. Depending on when pt checked the website for any balances due he probably did not see an open balance as the claim may not have been back from the insurance company. We did not get a response from the insurance on the claim until 7/12/23. ****************** contacted our office about no longer wanting to use the machine on 6/22/23. Patient returned the machine on 7/20/23. We do not have any records that pt discussed financials with anyone when he returned the machine. The last documented encounter we have on file is a phone call he had with billing on 8/29/23. Billing attempted to explain to the patient the amounts due, but patient responded that he was not going to pay, and he also denied he ever got a call from the intake representative. However, we were able to obtain a recording of the call he had with the intake representative.

  Customer Answer

  Date: 10/25/2023

   Complaint: 20577212
  
  I am rejecting this response because:
  There was no phone calI that I am aware of  or gave permission to record.  I would like to hear that phone conversation that they had with me to go over the pricing.  All I was told is that the only payment that I would have would be the monthly payment of $25.00 plus any additional supplies that I wanted at the time of the introduction to the machine.  I did pay for the additional equipment that I wanted to try.
  I will further verify that the website said the balance was zero as I only looked at the website once I received the invoice, only after I questioned the charges with one of there employees to make sure what she was telling me was true.

  I asked multiple times to different employees, if there was going to be any additional charges and was always told the same, they only charge would be The $25 fee per month.  I do not know what to say anymore as this company is trying to steal from me and I can only image how many other customers they did this to.  Total scam.  The fee should be reversed and I should not owe anything.
  

  Regards,
  
  *****************************
  

  

  Business Response

  Date: 12/13/2023

  In the previous response by the patient/customer it was stated All I was told is that the only payment that I would have would be the monthly payment of $25.00 plus any additional supplies that I wanted at the time of the introduction to the machine. This is correct and is exactly what the bill is for. The bill includes the first month's rental of the machine and the additional supplies provided at the time of setup. We do not want our patients to have a surprise bill, which is why we have the intake department make contact with each patient to go over the financials/amounts due before the order is sent to a respiratory therapist to schedule the setup. An Intake Representative did speak with the patient and went over the rental process and the amounts during a call. The pre-recorded greeting informs customers that calls are recorded.  
  
  Advanced Medical has a contract with the insurance company. Unfortunately, we cannot adjust the costs that the insurance has deemed as the patient's responsibility. By doing so we would be putting our contract with the insurance at risk.  The costs for each item are determined by the insurance companies, not Advanced Medical Homecare Supplies.  
  Per the explanation of benefits we received from the patients insurance company the total amount billed is for the first month rental and the supplies at the time of the setup. The patients *** benefits were that he had a 50% co-insurance. The insurance pays 50% and they put the other 50% to the patient. I recommend the patient also contacting his insurance company if he has not or to check the explanation of benefits that the insurance should have mailed to him or he can get on his insurances portal. By doing this he should see that the amounts we billed for match what the insurance has listed that he would be responsible for.

  
  Cpap Machine (billing code E0601) 
  Monthly rental allowable = $49.84 
  Insurance paid 50% = 24.92 
  Per insurance the other 50% is to be the patients responsibility since he has a 50% copay.  
  First Month rental co-insurance = $24.92 
  
  Supplies:  
  Filter = insurance allowable = $2.45 
   insurance paid 50% = $1.22, 50% insurance put to patient responsibility of $1.23 
  Water chamber = insurance allowable was $12.88 
  50% pd by ins. = $6.44, 50% insurance put to patient responsibility of = $6.44 
  Humidifier = insurance allowable was $159.51 
  50% pd by ins. $79.95, 50% insurance put to patient responsibility of $79.76 
  Heated Tubing = insurance allowable was $41.83  
  50% pd by ins. $20.91, 50% insurance put to patient responsibility of $20.92  
  Nasal Mask = insurance allowable was $62.86 
  50% pd by ins. $31.43, 50% insurance put to patient responsibility of $31.43  
  Headgear = insurance allowable was $20.26 
  50% pd by ins. $10.13, 50% insurance put to patient responsibility of $10.13 

  
  

  Customer Answer

  Date: 12/14/2023

  All the information that was provided by Advanced Medical is not correct and the case should be still open until they release me of the charges.  The response below was not communicated with me at all and if it was I would have not proceeded with the order.  They told me what my responsibility was and I paid it at the first and only visit to them.  How can you close a case on just there comment.  I thought this site was to help the consumer and not side with the merchant,

  Customer Answer

  Date: 12/14/2023

  I guess the better business bureau is not for the average consumer and provide benefit to the merchant.  What a waste of time.

• Initial Complaint

  Date:04/14/2023

  Type:Product 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.

  In January 2023 I had two cancerous cysts remove from my spine. The surgery has left me without use of my left leg. I am in a rehab facility working with both occupational therapy and physical therapy. On of the requirements for me to be able to go back to my home is there us of a drop arm commode place on top of my toilet. A commode was secured from this company. It was unacceptable and returned. A second commode was secured. This one is unacceptable as well. The mechanism sdfthat allow the arms to drop is located in the back of the commode. It is dangerous for me to reach from my motorized wheelchair to drop the rm. The commode also extends over the front of the toilet. If I attempted to urinate I would urinate on the bathroom floor instead of into the toilet. We have attempted to return this commode as well. The company has cut of communication, messages left are not returned, if contact is made an excuse is given and the call wasted.

  

  Business Response

  Date: 05/16/2023

  We have never had contact with ************* only an Aide who assisted *************. On 3/23/2023 his Aide came into our store requesting a commode, we gave him options from what we had in stock and ** ****'s Aide picked out the commode. When the aide took it back to the patient, they found that they could not use it, it was an improper fit.  We then agreed for them to either return the item or exchange it for a different type of commode. ************'s Aide came back into the store, and he made the choice to try another style commode and picked out what he thought would have been appropriate for the patients needs. Again, when he got it back to the pt it did not meet **************'s needs. When the aide/patient initiated first contact with us about returning the item the staff member who handles the return was out of the office but when he returned he did reach out to ************'s aide. He agreed to have them return the commode.
  
  It should be noted we never took any payment or billed the patient/aide for either of the items that they tried. Initially the aide was requesting for the health insurance to be billed however, since we could not provide the specific type of commode that ************** needed, we could not and did not bill his health insurance company. The patient's aide did bring the commode back to us.