ComplaintsforKinex Medical Company, LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 16th, 2023 Kinex rep brought an ice gel machine and cpm machine for recovery from total knee replacement surgery I had on March 18th 2024. The ice machine is not working and every phone number I have for them is not working . I even looked them up and that number is not working .

  

  Business response

  07/11/2024

  Thank you for reaching out - I do see that you were able to contact us, but I am sorry that it was not resolved from the Service Standpoint for you. 

  I have asked our billing department to issue a refund of $100.00 to your account. 

  Thank you. 

  Angela 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Just received a bill dated 3/12/24 for service from 4/21/21 for a device that I was told was covered by insurance and now they are asking me to pay $1125.00

  

  Business response

  03/19/2024

  We appreciate you reaching out, and I have reviewed your account. The reason that the bill did take longer than usual, was due to the fact that we were appealing the bill with your insurance as we believed that they were denying the claim incorrectly.

  The Insurance upheld their decision to deny the brace, and we have since adjusted the cost to the discounted self pay rate for this order. 

  Unfortunately, even in instances when we have reached out to an insurance for a prior decision before dispensing, they can still deny the claim once we have submitted. 

  I am willing to provide a further discount on the product if that would help in this situation. 

   

  Thank you.

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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  dates if service 8-31-23 Kinex medical failed to provide a working cold generating machine the first week following a knee replacement. I refuse to pay the $150 they charge for a working machine. have text messages to prove they exchanged three units out but due to a holiday made me wait extra days.

  

  Business response

  02/12/2024

  Hello ****, 

  Thank you for reaching out an explaining this situation. I do see in the notes on your account that your machine was swapped out several times. Given the inconvenience I will adjust your account to a 0 balance. 

  Please let us know if there is anything more we can do for you.

  Thank you! 

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

• Initial Complaint

  01/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received a statement from Kinex Medical Company dated November 30, 2023 for account # ******, ********************** provided me a machine to use after my knee replacement in July 2022. I have two insurance companies, United Healthcare and ***************** Blue Shield through ************ ********* H&W Fund, which paid the claim in full. Kinex is now billing me for $250. I provided them the explanation of benefits from UHC, which shows they paid the claim in full. UHC even sent Kinex a letter stating the account was paid in full. Kinex is now telling me my secondary is not paying anything due to being out-of-network, which is not the case. I have the explanation of benefits from Anthem that states, "ZERO PAYMENT. PRIMARY INSURANCE PAID IN FULL" and "Patient's Responsibility: $0.00". I've tried three times and *** tried twice to explained the account as paid in full. The Kinex employee is extremely rude and still saying I owe $250. They have been very unwilling to resolve this issue. I attached the Kinex bill, UHC letter, UHC EOB, and Iron Worker's EOB. I just want my account balance to be correct to the $0.00 that UHC and Iron Worker's EOBs state.

  

  Business response

  02/12/2024

  Hello, 

  Thank you for reaching out - I have had our billing team look into this - and your ******************* was out of network and did leave a balance to patient of $1515.57, which have adjusted to our ECP amount of $250.00. This was not based on the processing of the claim by your primary insurance. 

  Please let us know if you still have any additional questions. 

  Thank you! 

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

  Customer response

  02/18/2024

  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, details of the offer I reviewed appear below. Sorry for my late response. 
  

  Their statement basically telling you that they are doing me a favor by writing off all but $250 because my secondary did not pay the balance is wrong. The irony is there was no balance to be paid by my secondary since my primary insurance UHC paid the claim in full, please see the attached *** on Page 6 & 7, along with the letter from UHC on page 4. If I did not have a secondary insurance, according to them I would not have a balance with their company. They are violating their contract with UHC in billing me. Also, as you can see from the *** from my secondary, on page 8, states "Zero ************************** Paid in Full". The *** discount of $1,515. 57 has a Reason Code 14 stating "Primary Carrier, Write-off" as the denial. Again, if I did not have a secondary insurance, Kinex would be billing me anything. Therefore, I should not have a balance with them.

  Regards,
  
  ***********************************

  

  Business response

  02/27/2024

  Hello, Given the time and effort and frustration this has caused for you - we will adjust the balance to 0.

  Thank you for your time. 

   

  Customer response

  02/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kinex Medical Equipment request from me about 6 months ago, illegally an advance deposit of $150.00 to rent an equipment that ******** and my insurance cover it. I have call them for the last 5 months many times, and dont send my money back to me. My insurance Humana, also call them many times to request them to reimburse my money, but nothings happened. I try to get in contact with a supervisor or with executive director of that company, but they refused to transfer my calls to that area.They were not supposed to collect this money in advance, but they did it. Im a disabled 68 year old lady and my only income is Social Security. I call them every week, and most of the time they dont return my calls. My doctor, and my insurance called them different times, but they never returned the call *************** I need your help. Thank you so much for your assistance.

  

  Business response

  01/12/2024

  This refund was issued back on 11.08.2023, which resolved the issue. This matter was closed prior to us receiving this issue from the BBB.

   

  Thank you for your time. 

   

  ***********;

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In preparing for my bi-lateral knee replacement I went to the Kinex office to pick a 30 day rental of two cold therapy machines that my surgeon recommended I use in recovery. During that process Kinex says they don't know if insurance will cover the machines so they charge $250 with the explanation that that will be your maximum "out of pocket"They billed my insurance company ********** Blue Shield $4092.87 (this is for a 30 day rental of 2 cold therapy machines) BCBS paid $767.36 with patient responsibility of $0 listed on my explanation of benefits.I waited several months expecting that they would refund my payment after the claim was paid. No refund was made. I Kinex called and left a voice mail, but did not receive a call back.I spoke with ********** Blue Shield and they said that they were not informed of the payment made by me and that Kinex would be expected to refund any payment because the claim was paid.When I called Kinex again, they said that there will be no refund my payment.

  

  Business response

  01/12/2024

  Thank you for reaching out. I have taken the time to look into your claim and asked our billing partner to also review this matter. The reason you are being billed for the $250.00 is because you received two machines to use at the same time, and all items were not covered by your insurance, which is why you signed the Noncovered waiver, and this was provided to your insurance. 

  However given the time and frustration you have given to this matter - I will submit a refund of your $250.00 in this instance. 

  In the future when it comes to insurance coverage as well as signing waivers, I encourage you to ask many questions when you receive the items so you do not receive an unexpected bill in the mail; and situations like this can be avoided. 

  Thank you

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

  Customer response

  01/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had knee replacement surgery on 12/22/2022. A representative for Kinex prior to my surgery date went over all the equipment/devices that I would need post surgery. I stressed strongly to her that I would need to know if all this equipment would be covered by my ******** and my secondary insurance, Federal Employee Health Benefit (FEHB),National *********** of ****** Carriers (NALC). I was assured that it all was covered. I vehemently and specifically stressed my concerns about the Ice cooling apparatus as I already had the exact same one in my closet from two years earlier when I had my first knee replacement. I stated that if my insurance would not cover it, then I did not want it, as I would use the existing one I had. I was assured that they ran everything through my insurances and that I did not have to worry as everything, including the ice cooling equipment was covered. Then I receive a bill for ****** saying that the insurance didn't cover it.So this is the part where there is disagreement. I have called customer service billing office and the girl basically said there is nothing she can do and that's the way it is. What I want is for my balance to be zeroed out as your representative insisted that I would have no out of pocket costs.As I have said, why would I agree to pay for something that I already had from a previous surgery.This is where your representative either wasn't telling me the the truth or she didn't have all the facts and was just assuming.So as far as I am concerned, I do not owe you anything for this bill.

  

  Business response

  09/22/2023

  Hello, 

  Thank you for reaching out with your Billing and Insurance concerns, I have taken the time to research your account. I have attached the Noncovered Waiver (ABN) which states that this item will not be covered by insurance as well as the Delivery Ticket, which explains that should the items be non-covered the Estimated Cost would be $150.00. It looks like the bill that you received was for $145.69, and is valid. 

  Thank you.

  ***********;

  Customer response

  09/25/2023

  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, details of the offer I reviewed appear below.
  
  Your representative here informed us that they checked our coverages and told us we we covered. Like I informed her, we already had the exact same unit in our closet from a previous knee replacement, and if it wasnt going to be covered there would be no reason to accept a new one. She adamantly stated that it was. So therefore it appears to be Kinexs responsibility to have their representatives fully informed as to relay to the correct information to the patients, as we are going by the information they provided us. As I stated, we already had the same unit, so why would we accept it if it wasnt going to be covered. Your representative gave us misleading information. So thats on you, not us. So if you are not going to zero out the bill, then you can come get the unit and take it back and we will call it even.

  
  Regards,
  
  *******************************

  Customer response

  12/25/2023

  I havent heard from them at all. I told them to come get the machine. Its not used. I havent heard back to them picking it up because Im not paying for something I ave two of and they knew that. 
  respectfully, *************************;

  

  Business response

  02/27/2024

  We are unable to accept the unit back, and we do have the appropriate paperwork on file that provide the information concerning coverage of the cold unit. 

  However given the frustration you have had with the process - we will adjust the patient balance to 0. Please allow 3-5 days for this adjustment to reflect. 

  Thank you !

  ***********;

  Customer response

  03/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/09/2023, I went in to the hospital for surgery. I am a disabled veteran, so the VA handles all my medical claims. While I am getting prepped for surgery, this lady comes in and wants me to sign something so they can give some machine to circulate ice water around my shoulder. She said if the VA didn't cover it, I would be on the hook for $150. I told her I didn't want it if the VA didn't cover it. She had me sign some waive. And we HAD to sign, or I wasn't getting surgery. Apparently, while I was under, she went to my wife and got her to sign something, as well, supposedly stating that I refused the equipment. I immediately start getting texts and calls urging me to contact Kinex in regards to an important business matter. I figured it was spam and they would stop. It didn't and I finally looked them up. I have tried calling the number provided but there is never an answer. I didn't get their water circulator, even though they tried to charge the VA for it. I absolutely refuse to pay for something I didn't get.

  

  Business response

  09/22/2023

  Hello,

  Thank you fore reaching out, I have had a chance to review your account.

  However this order is not for a water circulating pad, it is a for a sling that you would have worn home from Surgery. Please see the attached Delivery Ticket. 

  Let me know if you have any further concerns. 

  Thank you 

  ******

   

  Customer response

  09/29/2023

  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, details of the offer I reviewed appear below.
  
  I understand now that the bill was for the shoulder brace, however, they failed to receive authorization prior to the surgery from the VA so their claim of $1222.57 was denied. The brace is only $157.00. Also, I had told the representative at the hospital when she told me that I had to sign the agreement or surgery would have been denied that I did not want anything if the VA was not going to cover it. She then waited until I was mid-surgery to ambush my wife and get her to sign a different form. The problem I am really having is that every time I called Kinex, I was unable to speak to a representative and I never received a bill of receipt that I could submit to the VA via form VHA ****** in order for them to re-evaluate the cost. Prior authorization of any durable medical equipment is required by the VA and is usually provided by the VA, as their community care guidelines for providers clearly state that durable medical equipment is not covered. However, if I had an itemized bill that I could provide them via form VHA ******, they would reimburse the company. This was not an emergency surgery. There was ample time for proper procedure to be followed, but it was not, and now I have to jump through bureaucratic hoops in order to get this resolved, which I cannot do until I am sent an actual bill of some sort. Sending a bill should have been the first thing they did, not leaving me voicemail with a phone number that left no way of speaking to a live agent and then submitting my bill to collections when I failed to contact them. In the document they submitted to the BBB, there still is no itemized bill. Instead, it is the document that states "If my work comp or auto accident claim is denied, I will be responsible for the estimated cost" (which is $150) that the representative had my wife sign. This was neither a work comp or an auto accident claim. Regardless, I still need an itemized bill in order for this to be resolved.
  
  Regards,
  
  *********************************

• Initial Complaint

  06/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Received letter from company stating out of Pocket *** was $150 for rental of Knee CPM machine. Than Kinex Medical decided to charge us $250 instead of the $150 that was promised in the letter. Very misleading - left message with billing department - sent **************** a copy of the letter. This company should be investigated for bait and switch - very deceptive and misleading. If the goal was to charge $250 they should have never provided a letter stating it would not exceed $150.

  

  Business response

  09/22/2023

  Hello, 

  Thank you for reaching out.

  I am unable to find a patient in our system with the name provided. Can you please provide the patient Name, or the Order number so that I can research this matter. 

   

  Thank you! 

  ***********;

  Customer response

  09/23/2023

  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, details of the offer I reviewed appear below.
  

  Here is the information you requested-which has already been provided

  
  Patient Name = *********************

  Account Number = ******
  
  Regards,
  
  *********************

  

  Business response

  09/27/2023

  I have reached out to your local rep, at this time I will adjust the balance to the original $150.00 that you state was discussed with you. 

  Thank you for your time. 

  ***********;

   

  Customer response

  09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is again trying to scam customers and insurance companies alike! I had surgery on 1/13/23 and was only contacted by Kinex on 1/11/23 about the equipment. I was assured that I would only have to pay $150 for the ice therapy machine since they already knew my insurance would not cover it. I was assured there would be no other payment due.Of course months later on 5/30/23 I get a bill from Kinex for $500. I will be fighting this since I have paperwork and a receipt for total payment already made.

  

  Business response

  06/14/2023

  Hello, 

  Thank you for reaching out - I have had the time to review your account and see that yes you did sign for the $150.00 noncovered Ice Machine. However your insurance did cover the *** Orthotic which was also provided, but the claim did go toward your deductible. 

  In the cases of a deductible you will end up paying that usually to the hospital with a surgery, but sometimes our claim is applied first and in this case it was. That is why we are billing you this amount instead of the location that you had surgery. 

  Please let me know if you have any additional questions. 

  I have attached the signed waiver and the delivery ticket for your reference. 

  Thank you.

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

  Customer response

  06/14/2023

  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, details of the offer I reviewed appear below.
  
  As far as I am concerned I was lied to by the Kinex agent and the company as I was told I would only have to pay the $150. I don't even know what a ROM orthotic is. This company needs to do better.
  
  Regards,
  
  ***********************

  

  Business response

  09/27/2023

  We have agreed to adjust the balance.

  Thank you for reaching out to Kinex. 

  ***********;

   

*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. ↩