ComplaintsforAdvance Medical Services, Inc.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $398 dollars several months after asking for my equipment to be picked up because of several reasons but mostly due to ******** not updating my correct insurance information and not coordinating with my DR on recent sleep studies. I have been a customer for several years and always have issues with ******** when it comes to them answering my calls. They leave me on hold for hours at a time and then hang up on me. The after hours service does the same thing just says i need to call back in normal working hours and hangs up. This is especially frustrating when i called before they get done for the day and have been left on hold until quitting time. Do not allow your DR to use ******** medical when it comes to sleep apnea devices or oxygen. Their customer service is horrible and they keep billing after you have requested it to be returned. I will be filing a complaint with my insurance company as well and see if they can go after them for falsely charging me after requesting to pick up the equipment.

  Business response

  02/26/2024

  I have reviewed the account of **************.I do not show any requests from ************** for the equipment to be picked up until 2/23/24 at which point he called in upset that he was being billed for the monthly rentals of the equipment and requested we pick up our equipment. Pick up was scheduled for Monday 2/26/24. The insurance company was denying claims stating the coverage had termed. Per the account notes on 10/18/23, "TRIED TO CALL PT (patient) BUT NO ANSWER, LEFT VOICEMAIL, I'LL GET UPDATED COVERAGE AND REBILL IF THEY CALL BACK. I WILL GIVE THEM A FEW DAYS AND IF THEY DON'T CALL I WILL BILL THEM." Five days later the claims were turned over to patient responsibility. The months following were also turned over to patient responsiblity as we were not contacted with updated insurance information. I have no records that substantiate the claims that the patient sat on hold for hours. I don't show any record of the patient calling in and requesting the equipment picked up. The last documented call I have from the patient was May 31, 2023 regarding supplies. I do concur that the after hours service would tell him to call back during the day if he was calling for the billing department as they are for on-call for equipment malfunction. We didn't have any current issues getting sleep studies coordinated with his physician and were not currently pursuing any additional documentation from his physician. This was simply a matter of not having any valid insurance information on file, and the patient being billed for services not covered by an insurance. After months of billing the patient, we received a call to come pick up the equipment (again on Friday February 23rd, 2024) at which time the pick up was scheduled for the next business day. We welcome any evidence that a pick up was requested months ago and would be happy to issue a refund if those claims can be supported.  

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