ComplaintsforDaavlin Co.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Jan 5, 2023, when making arrangements for delivery of a Daavlin light machine that Kaiser Health Insurance had ordered for me I was told by representative ***** (*** ********) that there was no co-pay. Four months to the day I was sent a bill for $319 co-pay. Upon phoning ***** at Daavlin I was told they had made a mistake but in a NASTY manner ***** refused to stand by their original meeting of the minds in which I owed nothing and my credit card was not needed. I was ambivalent about this machine and only consented to delivery when told there was no co-pay.

  Customer response

  06/07/2023

  [BBB Transcription via Mail]

  ****** ****** ** ***** ***  **** * **** ******* ***  ***** 

   

  Daavlin

  *** ****** *** **** *** *** ******* **** *****US

  Accounting Office

   

  cc: ******** ********

  Operations Specialist

  BBB|Akron 

  p: ************

  Complaint # #********.

   

  Sirs

   

  Please cancel all demands for Payment.   I owe nothing and will act accordingly.

   

  On Jan 5, 2013, when making arrangements for A Daavlin light machine Kaiser had prescribed, I was told by representative ***** (*** ********) that there was no co-pay and my credit card info was not needed.The Daavlin light machine was then delivered to me.

   

  Four months later I received a bill for $319. I contacted ***** again at Daavlin and was told in a nasty and rude manner she made a mistake. ***** refused to honor her original commitment that no co-pay was required.

   

  I was ambivalent about getting this machine, and only agreed to delivery when I was told there was no co-pay. 

   

  Months later, trying to rewrite *****’s error is reprehensible. Her rude and threatening way is intolerable and disgraceful. Sending this for collection when i was originally told there was no co-pay is despicable and tantamount to elder abuse. I will be filing an elder abuse complaint with Hawaii Department of Human Services as well as lodge a complaint with Kaiser. 

   

  To be clear, ***** originally said no co-pay was required, i acted in good faith exclusively on that, therefore i owe nothing. 

   

   

  ****** ******

  

  Business response

  06/07/2023

  Thank you for making Daavlin aware of this situation. We have listened to the two phone calls and reviewed all of the documents in question, and have determined that although the information that Daavlin had was based on Mr. ******'s insurance company's benefit portal, it was not a guarantee of payment. Daavlin unfortunately didn't fully explain that it was not a guarantee, but only an estimate based on the portal. This factored into Mr. ******'s decision of whether or not to fill his order. For this reason, Daavlin has agreed to write off the balance that Mr. ******'s insurance company didn't cover. Mr. ****** has been contacted by phone and will be emailed a copy of his account showing that his balance due is zero. He agreed verbally that this resolution was acceptable to him. Thank you! 

  Customer response

  06/08/2023

  [BBB Transcription via Email]

  Dear ********
  
  Thank You so much for your efforts.  Due to your recent phone call with Daavlin.  I was phoned by them to apoloogize and cancel all charges.
  
  Turns out that all phone calls were recorded which colaberated the fact I was told no payments were involved.  Ver Happy with results but disaappointed they didn’t read the letter I sent you this morning. I worked very hard on it.
  
  Hope the smoke from Canada isn’t affecting you area
  
  Thanks again and please tell your supervisor you did a wonderful job
  
  *****

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