ComplaintsforTradelink Network USA LLC

• Initial Complaint

  12/13/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Negligence to provide necessary medical supplies.Negligence to provide parents with correct information to receive medical supplies.Child endangerment due to not providing medical supplies.Emotional stress caused to parents due to not communicating, or providing proper paperwork for reimbursement to insurance company.

  

  Business response

  01/08/2024

  Hello,

  Primarily, we'd like to make clear we did not endanger the child of the consumer in any way, shape or form and we're sorry to know that's how the parent(s) feel. Our goal is to ensure our customers get the best possible service and care. With that being said, at the end of the day we are still a business and have responsibilities, however, that does NOT negate nor reduces quality service and/or care to our customers.

  Unfortunately, we are here due to misunderstandings and miscommunications and we appreciate the opportunity to clarify any confusion and explain. To make a long story short, we had supplied the patient in ******* 2023 and had difficulties getting reimbursement from the insurance. The insurance had denied coverage then requested documentation from us regarding the patient to reprocess the claim and we sent over everything that was relevant asap to prevent any delays. While waiting on a response from the insurance, the mom called in November requesting supplies. The representative explained to her, due to the denial from the insurance for ******* services, nothing was sent in November because if the insurance denied coverage again, she would be liable to pay for both months out-of-pocket. The mother was not pleased to hear any of that and gave the representative an earful and hung up while they were attempting to explain to her that the insurance had reprocess the claim for ******* and approved to cover the service and payment would be received in 15 days.

  After that, in December, the mom followed up with a indignant and irate phone call. During the phone call, she consistently and continually over-spoke and cut off the representatives by shouting, disrespectfully using expletives constantly and, obstinately refused to listen to any explanation. The mom also threatened to report us if her demands weren't met. The representatives made several attempts to explain to her what was happening with the insurance (since they were unable to on the last phone call). However, it was difficult to do so. Why? Because the explanation she received from ****** Services when she had spoken with the insurance differed from what we were advised when we spoke with Provider Services. Therefore, because the information seemed conflicting on her end, the mother's frustrations only increased as she was stuck on what the insurance told her. Realising the information the mom has, was before the insurance finished reprocessing the claim, the representative tried to clarify that and explain to the mom that the insurance had advised that payment was released and would take 15 days and we were waiting on the payment to ensure we actually received it. However, the mom kept cutting off the representative and kept repeating what the insurance told her, in a loud and aggressive manner. The representative remained composed allowing her to talk and even asked her to not be disrespectful when doing so but she wasn't willing to cooperate nor listen and continued to shout and disrespect the representative. Then once again, hung up before the representative could explain and clear up any confusion. She also told us on the phone call that she had a provider that she never had a problem with because she had threatened to switch from us and we advised her that's her choice and free to do so. During said phone call, she explicitly stated she doesn't care whether we get reimbursed or not and that's our problem and she would not be paying for any of the supplies because she doesn't have the money.

  The mom then called the following day inquiring about the supplies we ordered in December. She told us some was delivered and a box was missing. After checking the delivery, we explained to her that everything was delivered because that's the information being displayed on our end. The mom quickly became upset as she assumed we were calling her a liar. We told her we were not but only advising the information being reflected. Before we got a chance to finish telling her we'd contact the manufacturer to get more detailed information and get back to her, she became verbally disrespectful and raised her voice yet again then hung up. We retrieved the detailed information on the order and realised the it was shipped in separate pieces and the condensed view doesn't display that. We called her back and she didn't answer. However, she did call back and we explained that to her and when she can expect the delivery. Also, we advised her we will no longer supply her after December due to her disrespectful and aggressive behaviour and her extreme lack of willingness to pay for supplies out-of-pocket if necessary.

  Customer response

  01/08/2024

   
  Better Business Bureau:
  
  We have since found another medical supplier that as had NO ISSUES with our insurance company or delivering the medical supplies on time.  I dont ever want to speak from a representative at Tradelink again.
  
  Sincerely,
  
  *****************************

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