ComplaintsforKinex Medical Company, LLC

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Claim # ***** P ******. I paid the company $250.00 on my credit card and they sent a bill to my insurance company. My insurance company paid them the $250.00. I would like to be reimbursed my $250.00.

  

  Business response

  06/14/2023

  Hello, 

  Thank you for reaching out. We have submitted your claim to your insurance company but it has not yet been finalized. Once we receive payment or denial from your insurance any remaining refunds will be issued. 

  Thank you! 

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

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented a chair after surgery. Asked to return it in December. Have called 1-2/times per month since then (today is March 18) and each time I'm told that the local representative will call me. The call never comes. One woman on the phone told me that my area is short staffed and they are prioritizing delivery of equipment over equipment pickup. I have told them they have until March 24 to get the chair or I will get rid of it.

  

  Business response

  05/05/2023

  Hello, 

  Thank you for reaching out, and we understand your frustration. 

  We are currently looking for area courier/vendor services to assist in these pickups. 

   

  Thank you! 

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

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had meniscus repair surgery in November ******************************************************************************************* surgery and did not talk to the rep but she did talk to my sister in law and had her sign the paperwork and told her it would be ****** dollars and insurance would cover the rest. After months of returning the machine I got a bill for *******. I first called Kinex and then was told my insurance did not cover this machine. I then wrote a letter to the company saying I never signed an agreement for the machine and my sister in law did not know anything about what my insurance covered or did not cover. I never gave permission to the rep to allow have her to sign any papers for me. I then wrote a letter of dispute and never heard back from them. I did not get another bill for almost a year and thought it was settled. I then called them again and was told I was denied the dispute. After that long of time I paid the ******* in 2022 because I did not want this to hurt my credit. I am now having a knee replacement and my Dr would like me to use Kinex but I feel like my sister in law was misled when she was told it would be ****** which is reasonable. I am thinking of buying my own machine for less than half the price. I was checking the website prior to my surgery and see that this has happened to many people and I find how I was treated and communicated with very disappointing!

  

  Business response

  03/15/2023

  Hello *******,

  Thank you for reaching out. I would like to help explain some of the confusion for what the charges were on this account. 

  We do have the agreement on the paperwork that as long as your deductible has been met the maximum charge for your equipment for this order was $150.00, unfortunately in this instance your deductible had not been met at the time that we submitted our claim to insurance. The deductible is a contracted amount for your care that your insurance will require you to pay based on your plan and coverage, this amount would have been due to the hospital/clinic/or a DME provider like us. 

  I am sorry if that was not explained when you had called in questioning your bill. It was not only because these items were noncovered by insurance. 

  If it was truly that the items were noncovered and this was not related to deductible with your insurance, we would have capped the cost to you at the $150.00 for those items. 

  I hope this helps explain the situation and answers some of your questions. 

  Thank you! 

  ******

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/21/22 I saw a Dr about a knee problem. He put a knee brace from DonJoy on my knee. I tried wearing a few times but it did not help or stay on my knee. It was several weeks, maybe even a couple months later I received a bill from a company called Kinex. They were billing me, not the hospital, for the brace. Before insurance adjustments they are claiming the brace costs $864.87. After a -$489.61 insurance adjustment they are billing me for $375.26. I Looked up this exact knee brace from the DonJoy company. It only costs $74.99! I don't think ****% markup is reasonable! I have contacted the Kinex company. Most of the time they don't answer, but when I did get to speak to a representative, they would not offer any solution except for me to pay their overpriced bill. I received a call back from a supervisor on 2/6/23. She was hard to understand who was even calling at first. She was very unprofessional and rude on the phone. She told me that I had 72 hours in which I could have returned the brace, but they didn't bill me for 2-3 months later. How was I to return it based on being overpriced in their timeframe if they don't send a bill until it is too late? I don't mind pay a reasonable price for the brace, even though it didn't work, but I do not believe $375 is reasonable!

  

  Business response

  02/28/2023

  Hello,

  Thank you for reaching out. I can understand your frustration at not receiving the bill for your knee brace to know the cost until several months after the receipt of the product, however that is due to Kinex Billing your insurance company and processing their payments. For purchase items we are only able to accept a return within 3 days and if the item is unworn and in the package - due to it bein medical equipment. 

  The reason you are receiving the bill from us is that, we provide the medical equipment to the hospital and bill for these items, they dispense them based on medical need of the patient.

  The amount that you are being billed is due to your deductible not having been met - this is the amount that is dictated to us by your insurance company and we are honoring the contract that they have set forth.

  We can help negotiate a reduction in this bill if you call our billing department but the bill is valid, based on the service that you received. 

   

  Thanks! 

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

  Customer response

  02/28/2023

  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.
  In Kinex's response they admit that it was impossible to return the brace in the timeframe they dictate since they did not bill me for three months.  Also the doctor fit the brace in his office the day of my appointment.  So on Kinex's terms it wasn't returnable before I ever left the doctor *************   It still does not explain how in good business dealings they are charging over ****% markup.  I have explained to their representatives, when I could actually speak to someone, that I would pay a fair fee for the brace even though it did not work.  

  Having read the numerous complaints about this company (Kinex) it appears they are out to ***** insurance companies and patients. 

  I am offering to pay $74.99 for the brace in full or return it to them.  
  [Please type your response here.]
  
  Regards,
  
  *******************

  Customer response

  04/17/2023

  Consumer states he still hasn't heard from the business, but he received a collection letter today from them. Will someone be following up with him?

  Customer response

  04/18/2023

  Consumer states they have received a collection phone call regarding a bill from Kinex today as well. How should they proceed?

  Customer response

  04/20/2023

  I received another call today at 10:56. 
  

  Customer response

  05/01/2023

  I have not heard directly from the company.  They have not tried tor compromise at all. 

  
  

  

  Business response

  05/05/2023

  Hello, 
  I am willing to adjust the price of this bill down to $150.00 please let me know if this is agreeable. 
  We are not able to charge the same price as the manufacture as we have to purchase it from them as well as process the order through your insurance etc. 
  Had you let the hospital know that they Brace was the wrong size they may have been able to exchange it or find a better option for you in the 3 day timeframe. 

   

  Thank you! 

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

   

  Customer response

  05/06/2023

  [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. 
  

  i still do not agree that the timeframe or pricing is fair, but I will accept paying the $150.00 if this will close the matter and end the collection calls. 

  Please inform me of the steps for final resolution. 
  Regards,
  
  *******************

  
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Carpel Tunnel Surgery in 1/2021 and 3/2021. In July, I received a statement from Kinex for the wrist splints that were used after the surgeries. Acct #******. ********************** had billed ******** and was billing me the balance of $26.80 ($13.40 per splint). On 8/13/21, I called the number on the statement to give them my ******** information for the balance. There was no answer so I left a message. No one called back so I called again on 8/17 and left my ******** information for billing. I received another bill a few weeks later. I left a message on 9/20/21, again on 9/21/21, and on 9/22/21 finally spoke with *****, gave her my ******** info and was assured all was good. And all was fine until 10/2022 when I received a bill from Kinex. Acct #s ****** and ******. I called and left a message that the bill had been paid over a year prior. Got another bill. Called and spoke with ****** (on 11/28/22) cleared up the confusion that "I" had paid the bill and gave her my ******** information. She said there had been some issues with the transition between billing companies and assured me that it would be taken care of. Then I got a "Final bill" threatening to send the account to collections if it was not paid IMMEDIATELY. So.... I called on 1/17/2023, more than 2 years after I had my first surgery, and was told that I needed to provide proof that I paid the bill... So, I explained the whole thing. Yet again. Asked for a supervisor, waited on hold for 10 minutes and was hung up on. No one bothered to call back. They never do. So I called AGAIN. Yes, this time I was ANGRY. Explained it all. Again. Demanded a supervisor, was told one would call me back within 48 hours. I said no, now or I go to an attorney. Supervisor (*******) said she would "escalate" the issue. I end that call with a demand to receive a call back by Friday 1/20/23 with an update or Monday I would hire an attorney. I called ******** and they have never been billed. At this point, this is harassment. Over $26.80.

  

  Business response

  03/14/2023

  Hello ******, 

  I see that you have had some back and forth interaction with our Billing companies, both our previous and or current billing company; and that there was an issue with the ******************* not being added to the account and billed. 

  We have adjusted this account to a 0 balance as of 03.14.23 and you should not receive any additional statements. 

  Thank you! 

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

   

  Customer response

  03/14/2023

  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.
  
  My attorney is requiring a statement mailed to me, that includes all 3 account numbers used so far, showing a zero balance. I have already been told, multiple times, by Kinex that it would be taken care of, only to have them use a new account number and start sending me bills again. The only way I was able to get Kinex to even respond was to confront them publicly on ************* at which point they blamed their lack of response on the BBB for communication issues. They only agreed to "adjust the balance to 0 given your frustration", after I said I was contacting an attorney. Kinex has put me through 2 years of "frustration". I want a statement in the mail, all 3 account numbers used so far, zero balance. If Kinex ever bills me again, I will not respond..... my attorney will. 
  
  Regards,
  
  ***************************

  

  Business response

  05/05/2023

  Hello, I apologize for the delay as the adjustments had to go through our billing system, to run new statements for you.

  The only accounts we have are attached and are at a 0 balance. 

   

  Thank you! 

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

   

  Customer response

  05/09/2023

  [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

  01/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had surgery on December 17, 2020. I was recommended to order this heating and circulation unit for my surgical area. Upon arrival of the unit I was told to sign this document and I would be required to pay no more than $150 if my insurance does not cover. I already met my deductible for my insurance with BCBS so I saw it as not a problem for my insurance to cover. I have been back and forth with Kinex to send medical information my insurance which is being requested. Each time they have placed the acct on hold and said they would send the information. BCBS has called them on numerous occasion to send the info. The info never reached my insurance. Excuses made was we have a new system and the information did not get transferred. We are working on it and disregard we will get it to them. The last excuse told was the form I signed was removing the insurance from any liability regarding the bill. Now my insurance claim if that is the case they cannot proceed with paying of the bill. This item would have been paid by BCBS if they sent the information but it seems this was some kind of fraudulent item that they cannot for some reason do not want to go to the insurance for billing. Therefore I am liable for the $150 regardless. I want this $150 to be billed to my insurance but Kinex is refusing to send the information needed to proceed with the billing transaction and just stating I am responsible. Account number ******. I was told one thing regarding the form I signed as described above now I was told I waived any liability to my medical insurance company at the time.

  

  Business response

  03/14/2023

  Hello, 

  Thank you for reaching out - given what seems to have been the miscommunication between our previous billing company with you our customer as well as the new billing **********************, I have adjusted the balance on your account to 0.

  Please reach out if you have any additional questions or concerns. 

  Thank you!
  ***********;

   

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The latest date of request from a third party (One Advantage LLC) trying to collect on behalf of Kinex Medical Company LLC (Kinex) is dated 12/05/22. A prior request this year from a third party trying to collect on behalf of Kinex Medical Company LLC is dated 5/19/22. Kinex claims I owe them $653.07 from a bill dating back to 2020. I have paid this bill and have repeatedly sent proof of payment to Kinex. Kinex continues to engage third parties to collect a debt I do not owe. Kinex uses new collection agency's each time to send a notice to try to collect. On the 5/19/22 letter from *****************. I replied with these statements on their request letter - I REQUEST YOU CEASE FURTHER COMMUNICATION! I DISPUTE I OWE $653.07. IT HAS BEEN PAID. SEE THE ******** FAIR DEBT COLLECTION PRACTICES ACT C.R.S 5.16.105 AND I SIGN MY NAME. I have had United Healthcare send them letters requesting they stop sending me these requests but they still send them. And since I accidentally overpaid Kinex I've had United Healthcare send Kinex a request to pay me back what I pverpaid, $171.86. Kinex of course hasn't paid me. When I send my mail to these third parties and Kinex I mail them Certified Mail and/or ***** so that I know they received my mail. I'm reporting Kinex Medical Company LLC to the BBB because of their harassing collection practices. I'VE ALREADY PAID THE $653.07 TO KINEX! KINEX AND YOUR THIRD PARTIES STOP HARASSING ME! I'll return the latest request for payment to One Advantage LLC by certified mail requesting once again that they cease further communication. That I dispute I owe $653.07. It has been paid. See the Colorado Collection Fair Practices Act, C.R.S. 5-16-105. I have not provided supporting documents at this time with this BBB complaint for security reasons but if it is necessary to resolve my complaint with Kinex I will provide them through a secure link provided by the BBB. BBB PLEASE HELP! I hope you can get this resolved once and for all! Thank you!

  

  Business response

  03/14/2023

  We have received your letter, and your email as well.

  This account has since been adjusted to a 0 balance for your frustration.

   

  Thank you for your time. 

   

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

   

  Customer response

  03/14/2023

  [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

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a machine for cold therapy of my shoulder after shoulder replacement surgery, from Kinex MedicaI at their office in ***********. The fee was about $200 for 21 days rental from when I picked it up on 10/7/2020. ******** pays this fee and Kinex was to submit its invoice to ********. Kinex had my ******** information and my secondary insurance information, which would pay anything ******** did not cover. After using the machine I called Kinex to pick up the machine on 10/27/2020, 20 days later. They did pick up the machine. Months later, Kinex called me saying I did not pay the $200. I told them again they must submit its invoice to ******** and ******** would pay it in full. If not, my secondary insurance would pay it in full. I assumed Kinex submitted its claim to ******** and/or my secondary insurance company. It is the responsibility of Kinex to do this, not me. A year later I started getting calls from a collection agency, asking me to pay the $200. I went through the explanation again and they agreed it was a mistake saying I had not paid. Kinex never said ******** denied their claim, so I assumed it had been paid. Now, a year later from that (2 years after renting the machine) I am getting calls from yet another collection agency to pay the $200 that I do not owe. On 10/12/2022 I personally went to the *********** office of Kinex, complaining about the hassle they are giving me, and requesting that they review their records. I explained everything to the Office Manager. She said the District Manager would call me. I have received no calls from the District Manager, but am getting more calls from the second collection agency. It is quite irritating. Please help me resolve this issue and have Kinex to state in writing that I do not owe them anything. I am concerned this will negatively affect my credit rating. Thank you for your help.

  

  Business response

  03/14/2023

  Hello *******, 

  I see that you did come into our office as well as have conversations with the Billing Company. 

  The Cold Therapy unit is not covered by the ****************** and the secondary will deny if the ******* ********** will not cover. 

  We do have a valid *** on file that informs you of your financial responsibility and that this item will not be covered. 

  I have attached the *** here for review - as this charge is valid. 

   

  Thank you for your time. 

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

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 22,2022 I went to the emergency room with heart issues and was airlifted to a bigger hospital where I had triple bypass. I am a disabled Veteran and at the time I also had ****************** Blue Shield. Today, 12/09/2022, I received a bill for $16.38 for unspecified medical device. All invoices were to go through the VA and/or Welmark. Their billing department doesnt answer their phone. I have called at least twenty times. They need to contact the VA about this.

  

  Business response

  03/14/2023

  Hello, 

  Thank you for reaching out - this was for an item that was received at the hospital and we did not have VA authorization for the item.

  We provide items to the hospital to provide to patients, and then we are the company that does the billing.

  We have adjusted the balance for your account to 0 as of 03.08.23.

  If you have any additional questions. Please reach out. 

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

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Shortly after arriving home after having knee replacement surgery on March 23, 2022 a *** devise was delivered to my home. I was surprised to see a piece of equipment being delivered since I barely had time with getting my mind and body situated. I had trusted the medical professionals' so far throughout the process, so I instinctively went along with trusting that this device was part of the process with getting better.After one month, the *** devise was returned. I received a bill in the mail from Kinex listing that Humana is not covering this devise and I am to pay the listed amount. After several attempts with trying to get an explanation (via phone calls) to Kinex, I was able to speak with a ***** ******* She told me that I had signed their terms of agreement. I told ****** that I have no recollection with signing anything due to the limited time frame from when I returned from the hospital to when the devise arrived. I informed her that if anyone thought I was coherent enough to read and sign a document shortly after having surgery then why was I instructed not to drive home from the hospital? Had I been coherent at the time when this devise arrived at my home, I would have taken the time to ask Kinex for the billing codes along with a description of the devise to allow time for me to contact Humana to ensure coverage. If I knew in advance that this devise was not covered by Humana, I surely would not have accepted it. Unlike my past procedure with having hip replacement in 2019, I had sufficient time to contact Humana in advance ensuring that the home-assisted therapy was covered. I was able to reference details with Humana including billing codes to ensure coverage. I knew what was to be covered during the entire process including post therapy. I should have been give the same opportunity with the *** devise for my knee.

  Customer response

  01/02/2023

  I have not heard from Kinex medical regarding the complaint.

  Thank you for the follow up. 

  

  Business response

  01/09/2023

  Hello, 

  Thank you for reaching out with your concerns.

  In this instance you did sign the delivery ticket with the information on that that if the unit was not covered you would be responsible for the out of pocket expense of $150.00. However given your patience in this matter we will adjust your balance to 0.

   

  Thank you! 

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

  Customer response

  01/12/2023

  [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,
  
  *******************
  

*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. ↩