ComplaintsforBroadway Home Medical, Inc.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  See details on uploaded documents (letter to Broadway Home Medical [BHM], Form CMS-R-131 with corresponding "Delivery Ticket", and email correspondence.) I also have the FAX from doctor ordering the need for the product purchased and related Medicare documents but because they include personal information, I am not including them with this filing. We paid BHM $2,095.18. They were to file with Medicare for reimbursement of $356.54, the cost of the lift chair mechanism portion only. I have NOT received any response to the correspondence (letter uploaded). References to the transaction are under my mother's name (******* ******) and mailing address (***** ****** **** ********* ** *****). BHM's Customer ID shows ***** and Sales Order lists *******

  Business response

  09/19/2023

  ******

       I apologize for the confusion that was caused by the misinformation from one of our employees. However, Medicare denied the claim for the seat lift mechanism due to the patient being in a skilled nursing facility at the time of delivery.  We did obtain a waiver prior to the purchase of this item to inform you that Medicare may not pay their portion.

  Business response

  09/29/2023

  Again I am sorry for any confusion from this situation. Our staff was working to try and do their best to get your reimbursement back from Medicare. As explain previously, the waiver that was signed the day the chair was purchased clearly states that we anticipate that Medicare may not pay because we did not have the documentation needed to file the claim on the date the chair was purchased. I have that form attached and even though we did receive that documentation it was after the chair was purchased and delivered. Therefore Medicare will not pay. 

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response:

  I realize that as things stand now, Medicare will not reimburse for the mechanism portion of the lift chair.  The documentation BHM requested was provided and confirmed as being what was needed.  Again, the “waiver” Broadway Home Medical (BHM) keeps trying to fall back on clearly showed the amount as $1,740.62, or $1,749.00, depending on which of the three plus versions you look at. That amount is the cost of the chair, excluding the cost of the lift mechanism. The cost of the lift mechanism was not waived or listed as the “Item” Medicare might not cover.  That is all I am asking BHM to refund me, the cost of the lift mechanism, or $354.56.  The “Item” and “Reason Medicare May Not Pay:” also are different on the various versions “Lift Chair Frame” or “Lift Chair Infinity – * ****************** for the “Item”.  And “Non Covered DME” or “No Rx” in the “Reason Medicare May Not Pay” section. Again, the lift mechanism is not listed as what may not be covered by Medicare.  The Medicare documents I have show BHM filed approximately 6 times.  Only one of those mentions the lack of documentation.  The documentation was in BHM hands just not submitted with that particular Medicare claim filing.
  As mentioned throughout this complaint process, BHM did not verify where Ms. Fadely was living at the time.  Even though they were told repeatedly where she was living and anticipated to be moving from and to.  Also, as discussed repeatedly in this process, BHM personnel never mentioned where she lived on the date of purchase as a factor in Medicare payment.  If they had, we would have had full knowledge which would have allowed us to make an informed decision.  That would have avoided this situation.
  It seems that BHM is not taking into consideration everything included in previous correspondence.
  We are willing to accept reimbursement less the co-pay amount of the lift mechanism ($354.56 - $70.91 = $283.65).  Is BHM willing to reimburse us $283.65 and end this matter?  If not, perhaps it is time for arbitration. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sustained an injury recently to my right ankle ******** *** **** ***** * **** *** ** ******* * **** ***** ** **** ** ** ** *** ****** ** **** ******** ******** ** ***** ** on Nov 21,2022. I returned home with the order to bear NO weight on my right leg for 7 days! My husband then went to ** Broadway Home Medical on the late afternoon of Nov 21 & so I could maneuver around in my home & rented a knee immobilizer type of scooter charging me $***** for 1 weeks use. On Nov 28 I was released by Dr ****** to bear weight again so we immediately returned the scooter back to **Broadway Home Medical before noon that day! My husband asked if there was any additional charge since it was just a week & they said OK. I now find that they did add ANOTHER week of charge even though it WAS returned to them within an hour of opening the store on the 2nd week. The charge was applied to my ******** card & I disputed it when it appeared & ******** removed it but I find that they put it back again on Nov28,2022 as it now appears on my January statement along with other charges I made on Jan 6,2023!!!!!! The scooter was in THEIR possession for the FULL 2 weeks after I returned it to them!!!!But they are charging me $***** again!!!!! I am willing to pay them for 1 hour of the day $**** if they demand but I will NOT pay for the full 2nd week when I did NOT USE it!!!!!! That is totally a FRAUDULENT BUSINESS PRACTICE!!! I want either a FULL REFUND or a billing adjustment to the excess charge!!!!!

  Business response

  02/20/2023

  Per a conversation that took place on 12/12/2022 we offered to give you a prorated refund in the amount of $**. You rented the knee scooter for a week on 11/21/2022. That would put the return date at 11/27/2022. The knee scooter was returned on 11/29/2022, which was two days past due. Our daily rate is $*/day which is why we are offering to refund you the difference. We do not prorate to the hour. If you wish to accept this refund please let me know and I will have a check mailed to you.

  Customer response

  02/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ** **** **** ** ** **** ** ****** ** ***** **** **** **** ** ** ***** * **** ** * **** * *** ****** **** **** *** ***** ************ DO want a refund for $***** because the difference between the 28th being 1 week & the 29th is 1, **** ** * day not 2 days!!!!! So I should only pay $** ** ($***** divided by 7 =$****!) day like I mentioned before but I'll compromise for the charge of $* so $***** - $* = $***** refund!!!!!!!!! We had always had good service before this day with them but I have nothing good to say anymore about them & I will NEVER rent from people like this who treat their customers so poorly. And I won't be embarrassed to tell others also!!!!!!

  Business response

  03/03/2023

  I am good with the compromise. A refund of $***** will be mailed out early next week.

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my CPAP machine to them for repair. I have never received any word or phone call about the return of my machine. I called the doctor's office and got two orders per their request. When I talked to BHM last they said no order was ever written. This is the communication with them.

  Business response

  12/07/2022

  Business Response /* (1000, 8, 2022/11/14) */ I'm not sure where we went wrong here. We definitely dropped the ball on this one. I have addressed this issue with our staff members and we did have a loaner machine set for him to pick up today.

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