ComplaintsforPatient Aids, Inc.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please See Attached Document- Grievance has been filed by Insurance Carrier. 1. Don't answer phone for hours. 2.Bounce you around from person-to-person so no one is accountable. 3. They don't pick up equipment and continue to bill. 4. They are participating company with ****** ******** Advantage and do not follow through billing insurance. In fact refused to bill insurance or coordinate with physician's office. 5. Blame the Dr.'s, Insurance Company and clients or then state they were never contacted. 6. Are extremely rude to patients, Dr.s and insurance company when called. 7. Threatened to take my husbands bed when I called ****** and got them involved.

  Business response

  05/23/2024

  Hello, 

  Thank you for you communication and time on the phone today. As stated, we will continue working with your medical team to obtain the necessary information and follow up with you regarding any updates. Please dont hesitate to contact us should you have any questions. 

   

  Thank you,

   

  Customer response

  05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

  Manager communication revolved around my being mistaken about my facts.  He did not know what has transpired with insurance, Drs office and staff since the 5/17.  Forms sent to Dr had no patient name and wrong ins  numbers.  Call was more about me being wrong.  Ins has opened a case and manager said they continue to work on it.  All the while thinking it's okay to keep charging me 283.00 a month even though his business told ins person on 5/23 to ignore the bill.

  Business response

  06/06/2024

  Today 6/6/24 we received the documentation necessary to bill the insurance company.  We will now work with your insurance company on coverage, and if they will be able to cover the months you already paid out of pocket so that you may be reimbursed. Sorry for any inconvenience as these processes do not always run as smooth as we would like to try to obtain the documentation required.

   

  Customer response

  06/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

   

  5/24/2024
  

  ******—Said it was an open case and they are following up. Rep. will call

  Patient Aids-Picked up wheelchair 3:40—Took pictures since there was no receipt that they took it from my residence for me.  Signed on ****
  

  6/5/2024-I called insurance for update.
  Called to see if the case was proceeding and if any of the charges could be back dated. ****** told me on 5/22/2024 it didn’t need prior approval.  Worked on back dating so I could get reimbursement for months paid ($1132).  Patient Aids told me in February ****** doesn't back date.  This was not accurate or true.  ****** stated again no prior authorization is required.  I waited on the phone while ****** did the predetermination. Predetermination #********* Amanda at Patient Aids-***** (Dr’s Office) will send medical records directly to ******.  ****** back dated claim to 2/14/2024.  I was put on hold while ****** worked on claim calling Patient Aids and Doctors Office.  ****** did a lot of the work coordinating this Predetermination.  At this point yes, the bed has been approved and am waiting for refund. I am not sure if ****** sends funds to Patient Aids and they refund me or if ****** sends it to me directly since to date it has all been paid out of my pocket.  (Waiting) I am hoping the refund runs smoothly.  When I get my refund then I will be satisfied with outcome.
  

  6/7/2024 Patient Aids manager called to let me know the bed had been approved.  Unaware I was on the phone waiting during the whole process from May 17th to present.  Patient Aids said THEY finally was able to get it approved.  Patient Aids had not filed with the Insurance until I called Insurance on May 17th.  To date ****** is responsible for coordinating coverage.  This is the worst time I have ever had dealing with a company (Patient Aids), during a time when I am taking care of a loved one with cancer.  It is mind blowing what it took to get this done working with Patient Aids.  Luckily, I can advocate for my husband.  I am left to wonder what would have happened for if it was a patient that could not advocate for themselves.   If I had not initiated contact with ****** and filed a complaint, I don’t think this would still be done. Again, When I get my refund then I will be satisfied with outcome.  
  

• Initial Complaint

  10/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am filing a complaint against Patient Aids because they will not sell me CPAP supplies through Humana. I purchased a CPAP machine from their Wilder, KY location on 6/8/2023. At that time and subsequent claims were handled through Humana and Humana has assured me they are still accepting claims from Patient Aids. I’ve spoken with both Wilder and their national location and they will not cooperate. I am overdue for supplies and if they continue to refuse to handle the sales through my insurance, I want to return the machine and have them stop billing my credit card for monthly payments of the machine. ****** ******* ********************* ###-###-####

  Business response

  10/05/2023

  Mr. ********

  I apologize for the misunderstanding.  We are able to provide supplies through your insurance this month.  However, on 10/31/2023 our contract expires as Humana has decided to only contract with 2 national providers.  We can ship your supplies and work with you to move your account to a contracted provider or you can return the machine.  Please let me know which you prefer and I will make sure it happens. 

  ****

  Customer response

  10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** *******
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a recliner chair ********/ ****** LIFT CHAIR *****) from Patient Aids, Inc on 03/29/2023. Delivery made on 04/03/2023. The purpose of the chair was to help alleviate strain on my back from surgery done on November 2022. I contacted the company in late May/early June regarding the leaning issue and requested a replacement chair since the current one was faulty. Advised Patient Aids does not replace faulty products. Instead, they send a service person out to determine the problem and correct it. Service person (Patrick) came out 07062023, examined the chair and confirmed there was a defect in the chair. He took steps while at my residence to report the defect to the manufacturer and secure a replacement part. Per his info, it would be two weeks to get the part in to correct the recliner problem. Contacted company again on 07/27/2023 for a status updated and was told I would get a call back. Received no call back that day and subsequent days from Patient Aids. Meanwhile, my back was/is getting worse trying to sit in the chair. Called again on 07/31/2023 and got run around. Had to call four times with transfers to people that didn't answer or to full voice mail boxes, not being able to leave a message. On my fourth call I finally got a lady (Margertha?) who said she would look into it and again would call me back by the end of today, 07/31/2023. Call from Patrick , Service tech, with info as to the case number (50615896), Acct # (22033) and ***** phone number ( ###-###-####). Was told for me to check with company to see when the rebuild of the frame will be completed. Impression that Patient Aids washed their hands of the problem by making it MY PROBLEM!!! Totally frustrated!! I am handicapped, have to use a walker wherever I go and depend on somebody to drive me to a destination. Therefore, it is hard to discuss the problem in person w/them. Bottom line: I cannot get company to either replace or actually fix the recliner NOW.

  Business response

  08/09/2023

  **** *******,

  I apologize for the way your issue has been handled.  I will contact ***** to determine when we can expect your replacement chair.  If it is going to be a while, I will also present alternate options while you wait.  Please feel free to contact me at anytime through my email, Mike.B******@myquipt.com.  Once I hear back from ***** I will update you, hopefully today but tomorrow at the latest.

   

  Mike

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Waiting for Response from Mike B******

  --------------------------------------------------------

  To:
  Mike.B*****************
  
  Tue 8/15/2023 6:52 PM
  
  Thankyou for your response regarding the ***** lift recliner issue(s).
  
  Additional information for you since I reported the issue to BBB:
  
  August 7, 2023 Patrick called stating the replacement base from ***** had been received.  He would be out the next day to take the ***** chair back to the shop to replace the base.
  August 8, 2023 Patrick came and took the ***** recliner chair.
  August 9, 2023 Patrick brought the ***** chair back with the installed new base.  
  
  Used the chair that day and noticed two things:  
  1) it still leans to the left slightly when sitting in the chair and it is more apparent when I was reclining.  and
   2) the chair no longer extended out its full length horizontally like the original one did.  It only extends half way and as a result, I could not extend my legs completely out horizontally so that they can relax.
  
  Maybe Patrick was not the person to go to regarding the horizontal problem but I sent him a text right away that night regarding this issue.  I was hoping he would be able to stop by to see why the frame was not extending all the way. Unfortunately,  even Patrick's demeanor changed when he returned the fixed chair.  No text or response from Patrick.
  
  Called Patient Aids on Thursday, 8/10/23 and Friday 8/11/23 leaving voice mail messages.  No call backs either day.
  Called on Monday, 8/14/23 and got Patient Aids answering service.  Left a message with the answering service person to have someone from the repair/ maintenance shop to call me regarding the problems.    Apparently, they were either too busy or just didn't care to call.  Again, no call back.
  
  Given the continued problems with the chair and no serious effort on part of  Patient Aids to respond to my calls/voicemails, I now a bad taste in my mouth.   I no longer desire/want the purchased chair or a replacement chair from Patient Aids.    Being in my 70s, I am too old to take this drama from anybody, let alone a company which I Just completed spending $1,500 for a lift recliner, and have them not care whether It met my needs without issues.  Patient Aids did not uphold its end of the transaction to make sure I didn't get a" lemon" like I did.    LEMON! LEMON!!  LEMON!!!
  
  So, If you can make arrangements to have the original ***** chair picked up and refund my money, I would be most grateful.
  
  ******** *******
  
  Regards,
  
  ******** *******
  

  Business response

  09/14/2023

  We have approved a refund for the chair.  We will have a tech available to complete this and pickup the chair on Monday 9/18/2023.

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I credit Mr. Mike B****** from PHM Services, Inc for resolving this issue by refunding my purchase price of the chair and having the chair picked up today, September 18, 2023.  Mr. B****** should be commended for his swift and timely resolution.
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In September of 2022, a partially electric hospital bed was delivered to my house. Prior to delivery, I was called to let me know that the bed was going to be delivered and it was covered by insurance. The only thing I had to pay for was the mattress (which is exactly like the mattresses I see in prison shows on TV) and there were no other charges required. Suddenly, in January, I start getting recurring charges on my credit card. Called my credit card company to inquire about what these charges are. I did not recognize the name. Credit card company told me the charges were from **** ******* ** ******* **** I had never heard about this company. I never give any company permission automatically charge my credit card. I asked my credit card company to block this company from charging my card because they are fraudulent charges. I received a bill in the mail from **** ******* ** ******* **** so I called them. The now claim that the partially electric hospital bed was a rent-to-own. How ridiculous is that? On top of their fraudulent use of my credit card, they were rude. Gave me the impression that there is something off about this company. One person in billing even ended the call. Just a rude and odd way to handle an issue. Since the bed was delivered in September, and is supposedly rent-to-own, why did they wait until January 2023 to start charging my card (wiithout my permission, I might add). I never gave them permission to utilize my credit card at any time, for automatic payments. I was NEVER told the bed was rent-to -own. If the bed was rent-to-own, why would you not start your fraudulent charges in September, October, November, or December? Out of the blue, someone decided it would be okay to just start charging my credit card. One hundred percent, absolute fraud. How many other senior citizens are they ripping off? This company should be audited.

  Business response

  06/02/2023

  **** ******, First, I apologize for the issues you've had when calling our office and the confusion on how this is billed, we will make sure that is corrected.  The bed is a rent to own, ******** Medicare rent's these for 13 months at which point you own it.  I have attached a copy of the authorization from ******** that instructs us to bill the bed this way.  The reason you were not charged in 2022 is that your out-of-pocket maximum had been reached by the time we provided the bed so there were no copays for the remainder of the year.  In January your policy renewed, and your out-of-pocket maximum started over, this is why the billing began in January. 

  Please let me know if there is anything else I can do for you.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am having difficulties with receiving my refund from Patient Aids. I’ve been dealing with Paula from the corporate office in Wilder, Ky. Phone number is ###-###-####. Her mailbox is #**** and always full. I’ve even emailed from the website. I been trying to get a refund since September of 202.

  Business response

  06/19/2023

  *****,

  I do see that a refund is owed to you in the amount of $260.34.  It takes 3 days for me to get a check from our accounting department, I will send it as soon an I receive it.  If you would like to provide an email address, I can provide the tracking number when it is mailed.

  Customer response

  06/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business did not provide the proper purchase claim to my medical insurance company in a timely manner, which resulted in me being billed incorrectly. I paid this business $105.00 in September of 2022. They have since told me that I did not owe this, and I have been trying to get a refund since November of 2022 without success. I have called seven different times and they always say I need to talk to someone else, then transfer me and I have to leave a voicemail. No one has ever called me back about this issue. It is a major inconvenience and waste of my time to be constantly following up on an issue that was never my fault to begin with. Just poor customer service all around. I would like my $105.00 refunded. Account # ******

  Business response

  06/19/2023

  *****,

  My apologies for your difficulty in getting this refund.  I have reviewed your account and you are due a refund of $105.  It takes about 3 days for me to get a check from our accounting dept., I will mail it to you as soon as I receive it.  If you would like to provide your email, I can send a tracking number to you once it is mailed.

  Mike

  Customer response

  06/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending the arrival of the refund check. 
  
  Regards,
  
  ***** ******

  Also, the business requested my email address to send a tracking number for the check: ****************** 

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I use patient aids for my c-pap machine and supplies. Last year I began getting bills from them and I knew I had met my deductible. I had met my max out of pocket and kept getting small bills and I paid them. When I got another bill I looked closer at my EOB from my insurance company and it appears that the amount due was for a penalty for not doing a pre certification as required by my insurance. The penalties amount that I was being charged was 26.77 each penalty. I know that it’s a small amount but it was not just one charge there were multiple. I called my pulmonary doc and she said the pre certification would come from patient aids and not her. I called them and the billing lady said that it was not a penalty but was for coinsurance. I explained what I received and she would not let me send to her and would not do anything. I had 2 different insurance reps from my insurance call on my behalf and explain they were penalties for failure to do a pre certification and what they needed to do. I kept getting bills then came the late fees because I wouldn’t pay and then threatens to turn over to collections. The billing will not do anything but say that it’s coinsurance. I called the manager of billing voicemail box was full couldn’t leave message. I called and talked with customer service and told them the whole story and that I wanted my prescription to take to another provider other than patient aids to order supplies since I have been dealing with this I have not ordered supplies in a year for fear that I will continue to incur a penalty. The customer service rep said he was emailing the owner and “cc” the billing manager with no response. I currently only owe 1 penalty of 26.77 plus late fees. Every time I paid 26.77 last year was a penalty. I told them at one point I wanted all the penalties I paid repaid which is fair, but my last call I told them send me my prescription to order supplies from a different company & 0 my balance.

  Business response

  07/21/2022

  *** ******,

   

  We have written this balance off.  I'm not sure why this is being called a penalty, if you look at the total in the plan allowance (covered charges) column, the total due is 53.53, this is our contracted rate with the insurance.  They paid $26.76 leaving a balance from the contracted rate of $26.77, that is why this amount was billed to you.  Also, when we verified your benefit's we called and were told by the CSR that precertification is not required for your plan, the reference number for this call is ********** if you would like to verify this.

   

  I do apologize for the late response and the issues you've had contacting us.  Please let me know if anything else is needed.

*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. ↩