ComplaintsforTotal Respiratory

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did not order these supplies. They just sent them to me put of the Blue. Then they charged my card on file without approval from me. I hauled them into the store in the seal packaging and ***** refused to take them back. ********** ***** ** $322.73 Would like to return the products for a Refund Total Respiratory Address: **** * **** ** *** ** ******** ** ***** ****** ***** ******** 

  Business response

  03/30/2024

  Pt signed up for scheduled shipment for supplies. Order was booked on 2/7 and he received an email that same day to his email (*************************) that order was booked and how to cancel if he wanted (I have attached copy of email.) I searched phone records and see no call to cancel prior to shipment. He then received an email 2/14 that they shipped (attached email as well.) They were delivered on 2/16 (proof of delivery also attached.) He then came in on 3/7 almost a month after receiving trying to return to which Chris told him we don’t do returns for medical equipment. He then called billing two weeks later and said he never even received the supplies (even though he had tried to return confirming he did receive them.) His supplies all applied to his deductible with his insurance so he then received a statement 20 days in advance to his card being charged with the amount and date it would be charged. This is our auto pay policy in which I have uploaded a copy of that signed form. Lastly I uploaded the invoice patient received on 02-24-24 with the balance amount and date the balance would be charged. Patient did not reach out during any of these time frames until AFTER the credit card was charged. 
  

  Customer response

  04/12/2024

  This Is BS,   I will post more reviews online and on Social Meda to protect people since you can't seem to help........

  Business response

  04/15/2024

  We have proven their is no wrong doing. Patient has lied about not receiving supplies. We no longer wish to or will work with this customer again. He will need to find another provider. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was referred to this business for a CPAP machine. It was difficult to reach them, but I did and went in for the initial appointment. The difficulty came when I needed extra support. First, their phone tree did not have a clear option for what I needed. Second, my assigned person was never available to talk on the phone when I was. Third, I was told to walk in with my issue which I did (a 45 minute drive). Once I arrive I was told walk-ins were not allowed; I was not helped, and the workers were rude to me. I again tried to reach my person who did not call back for three days. I then asked for a refund and to return my equipment. I also asked to speak with the manager. He was not present and has not called me back. I still do NOT have the help and support I need. ***** *****

  Business response

  04/16/2024

  We received an order for CPAP for *** ***** on 1/30 and she was scheduled and setup on 2/6 (5 business days) within receiving her order. The Respiratory Therapist educated *** ***** on the usage of the CPAP equipment and made sure she was comfortable with all equipment and advised her to call with any questions.  A call was made to the patient per, our follow up policy, two days later to make sure she was doing ok using the CPAP. (voicemail was left) *** ***** did come into the office on 2/23/24 to have an RT look at her machine, but at the time she came in all Respiratory Therapists were busy with scheduled appointments.  She did state that someone told her to just walk in and someone would help her. She told a representative here that her machine didn't work but didn't give any details due to the frustration of there not being a Respiratory Therapist available to help her right away. She expressed that she had to drive 45 minutes and wasn't happy about it.  Our Respiratory Therapist called and left a voicemail for *** ***** on 2/28 regarding and asked her to call and schedule an appointment to see how she could help with the issues with her CPAP.  *** ***** called back during a time when the Respiratory Therapist had a scheduled appointment and left her a message to call her back. A return call was made to *** *****, and voicemail left, from our Respiratory Therapist on 3/4 with her direct extension to schedule an appointment.  Another call was made to the patient on 3/5 and a voicemail left for the patient to call and schedule an appointment. *** ***** returned the call to our Respiratory Therapist, and she expressed her aggravation with not being able to get ahold of her due their schedules, and The Therapist explained she returns calls between appointments and asked her to come in to see her so she could provide better assistance to her. On 3/6 *** ***** called to talk to the Respiratory Therapist, who was not available, she then asked for me, Location Manager and when the representative offered to give her my information she disconnected the call.  I returned Ms. ******* call on 3/7 and left a voicemail for her to call me. Once I was able to talk to *** ***** she told me that she wanted a full refund before I could ask how we could be of assistance to her.  I explained our return policy and she wanted to have all of that information in writing. She also questioned the supplies she got during her initial setup and I explained to her that everything she got in the setup was explained to her by the Respiratory Therapist and was listed on the delivery ticket that she signed.  *** ***** requested that all these documents (the ones that were emailed to her at setup) be emailed again.  *** ***** requested a full refund in full, I again explained our policy on returns and would have someone contact her from our billing department.  There were several emails sent between *** ***** and myself and the last one was me checking to see if or Billing Specialist was able to help her with the refund. Her response was " Yes. She was lovely. Refunded everything and was genuinely interested in my experience. I'll drop off the equipment this week" this was on 3/19. *** ***** returned her equipment on 3/21.  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Went there for a cpap machine. We were told insurance would pay. They put us on a payment plan after the insurance plan applied it all to deductible. They called later and asked if we wanted to order supplies. I asked if insurance would cover the cost, I was reassured insurance would pay everything. The insurance did not cover it. They payment plan was being paid for over a year. They never sent a bill. Apparently our credit card on file was flagged as stolen in September. They never contacted us until we received a bill in December. We had not seen a previous bill since July 2021. When on a payment plan they no longer send statements. I called today Feb 3,2023 that they had sent the debt to collections. With only 1 notice that we owed sent on Dec 29, 2022. Beware they are deceptive in pricing and fast to send to collections.

  Business response

  02/17/2023

  At time of setup, it is our company policy to provide cost estimates and inform all of our patients what their estimated out of pocket cost will be according to their benefit accumulations that are leftover for the year with their insurance. If deductible has not been met, unfortunately insurance will "cover' but will not make payment until that deductible is met. We have a signed cost estimate on file for patient's CPAP setup in 2020 that we would be glad to provide for reference.
  
  Regarding supply orders, patient did order through our automated resupply rapid reorder emailing feature that does not provide a cost estimate. This feature emails patients when eligible to bill their supplies through insurance, as most insurance companies only allow certain frequencies of supplies within a specified timeframe before they will cover supplies. Patient is responsible for being aware of their plan's benefits going into a new year, which was outlined in our initial cost estimate paperwork as well.
  
  The balance from patient's rapid reorder from 7/27/2021 was placed on the active payment plan patient already had set up for his CPAP setup payoff. The initial invoice was sent to patient 8/10/2021 and was then placed on payment plan thereafter. Card had declined, causing a breach in payment plan and we then contacted patient regarding issue but had to leave a message. The billing cycle was then reset at that point where 3 additional invoices were sent, and then account sent to a soft collections on 1/17/2023 after no response by patient.
  
  Our Billing Department did not receive any calls regarding balance in question until 2/3/2023. As a provider, we can not write off a deductible balance as we are contractually obligated by insurance to collect patient deductibles. Although the balance was sent to collections over a year after it was due, it was a soft collections phase which did not end up affecting their credit score.
  
  *** **************** ** ******* *******

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