ComplaintsforBreath of Life Home Oxygen

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Breath of ************ in ********** provided me with a breathing machine,a bypap.I believed they way over charged my insurance company Humanna and then me. They charged the insurance company ****** dollars a month and me ******. then the machine wasn't ever mine. We have no money I am also on a fixed income. Only get SS. They quit servicing my machine because I owed the money. They say I owe ********. That is ridiculous. They said I could keep it until I got another one going sometimes it takes a while. One day they just had a man to come to my door unannounced ahead of time and take it. I didn't get a bypap until yesterday because of finances, went two weeks without a machine. My point is overcharging insurance and the elderly. The new place I got one said they had several complaints about that BOL. Something should be done.This was in the ********** branch.

  Business response

  08/29/2024

  Thank you for bringing your concerns to our attention. We genuinely appreciate the opportunity to address your issues and provide clarity on the situation.

  
  First and foremost, we want to apologize for any frustration or inconvenience you have experienced. We understand that unexpected medical bills and issues with insurance coverage can be quite stressful.

  
  Upon reviewing your case, we have identified a few key points that we would like to clarify:

  
  1. Coinsurance and Copayment Responsibilities:

  It appears that there was a misunderstanding regarding the payment of copayments and coinsurance over the past two years. ************** policy pays a portion of your charges, and you are required to pay a monthly coinsurance.  ************** determines that amount and tells us what we are to bill you when they make payment on your behalf. Our records indicate that there were outstanding balances related to this coinsurance.  There is a record of a three-way call between our billing department, Humana and you where Humana confirmed these charges were accurate and payable by you. There were no payments made by you towards your obligated coinsurance during our entire 2-year relationship providing you services. We always try to be fair and understanding and willing to work with everyone to help assist with the burden of medical expenses. However, there must be action on the part of the insured/patient for us to do that.  You may work directly with our collection agency to set up the needed payment plan to satisfy your coinsurance responsibility.

  
  2.  Insurance Network Requirements:

  We received notification from Humana in April of 2024 that your insurance required you to obtain your services from an in-network provider. Insurance plans often have specific network requirements to manage costs and coverage. Unfortunately, these network policies are determined by the insurance provider and are beyond our control. With this information we began the process of assisting in transferring your services to the provider that was recommended.  This process required cooperation of you, your physician and the receiving provider.  To our knowledge the requirements were not met so that the receiving provider to accept you as a patient.  Our records show numerous attempts including phone calls, texts, letters, certified letters to contact you.  We have reached out to your sister, your designated contact and your physician.  The contact we were able to make was unsuccessful in resolving any of the issues regarding the transfer of services or the outstanding balance.  After which time we were left with no choice but to issue the appropriate notice to discontinue service.

  
  Our goal is to ensure that you receive the best possible care and support and work with each patients individual needs.

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