Initial Business Response /* (1000, 7, 2015/05/27) */
Contact Name and Title: *** *** - CS Man
Contact Phone: XXX-XXX-XXXX ext ***
Contact Email: ***@alere.com
Thank you for your responseI am showing that your plan is with Group HealthWe receive frequent and consistent
payments from this plan, we send out statements just as frequent and consistentThere are times when the payment that comes in posts after the statement is printedI show that on each cycle or Date of service we are charging the patient $I show that these amounts are part of the $deductibleI would be happy to have the patient call me directlyThank you *** - Customer Service Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I HAVE TALKED DIRECTLY WITH THE CUSTOMER SERVICE REPI STILL FIND IN AN UNACCEPTABLE PRACTICE FOR A COMPANY THAT HAS BEEN AROUND AS LONG AS THEY HAVE TO JUST ACCEPT THE FACT THAT THEY ARE GETTING CONSTANT COMPLAINTS FOR THE BILLING PRACTICE AND NOT FIX ITUNFORTANATLY WE HAVE NO OTHER CHOICE DUE TO MY WIFES MEDICAL CONDITIONTHEY HAVE ASSURED ME THAT DUE TO THE ISSUES THAT THEY HAVE WITH BILLING THEY WILL NOT REPORT PAYMENTS THAT ARE MADE TO THEM THAT DO NOT MATCH THE BILL THEY SEND OUTI FIND THIS A VERY BAD BUISNESS PRACTICE AND CAN NOT UNDERSTAND WHY THEY WILL NOT FIX THE ISSUEFOR NOW WE ARE FORCED TO CONTINUE TO DO BUISNESS WITH THEM AND WILL DO SO UNTIL THEY REPORT ME FOR A BILLING ISSUEI WILL THEN LOOK AT LEGAL ACTION
THANK YOU FOR YOUR TIME AND EFFORT LOOKING INTO A COMPANY THAT JUST WILL NOT CHANGE THERE BAD PRACTICE
***
Final Consumer Response /* (3000, 21, 2015/07/24) */
just received another bill from ALERE and it is for $should be $contrary to what they have stated concerning the billing being fixed by 6/14/it has not been fixedthey continue to over charge and say they are fixing it
***
Final Business Response /* (4000, 23, 2015/08/03) */
This is not an overcharge but an issue where the statement is sent to the patients prior to the payments postingThis issue was resolved with Alere and its systems/processes regarding the statement and payments not posting on 7/Unfortunately the statement sent to Mr***'s wife was sent on 7/Alere can assure Mr*** that this error will no longer occur on statementsWe apologize for this frustration and take full accountability for this statement errorThank you again for the feedback and allowing us to correct our error
***
Customer Service Manager
Initial Business Response /* (1000, 5, 2015/11/13) */
Patient placed her supply order on 10/13/We had to request a new ICD-RX from the Drwhich we received on 10/26/We then had to submit an authorization request to the insurance company which we did on 10/28/We called to check the
status on 11/4/and 11/10/and on both of those dates the authorization was still under reviewCalled on 11/13/and authorization was approvedIt is now being reviewed to determine if we will need a new Letter of AgreementI spoke with Mrs*** and advised her of all the information aboveI informed her that I would be sending a complimentary box of supplies as a Saturday delivery so that she can test while we work on the LOAWe will continue to follow her account to be sure that once we get the LOA her original supply order will go out as an OVERNIGHT deliveryFor the future we will already have the RX on file and will only need the authorization and LOA
Initial Business Response /* (1000, 5, 2015/08/11) */
Email sent to patients husband, Will await response.
[redacted] -
I just received the Complaint you issued on this to the Revdex.com. Thank you for the information.
I am not understanding what you are stating when you say we are charging 6X the...
market average. We charge $265 and adjust off $141.33 due to the contractual agreement. Leaving $123.67 for each cycle/month(4 strips/service we provide)
If you were to meet your yearly deductible $1000 Individual/$2000 Family you would still pay 25% of the $123.67 Monthly($30.92).
I am showing that the meter is owned by you. If you would like to be placed on our Self pay option you would pay $240 for the 12 strips.
Please let me know how you want to proceed.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
8-12-15
Sent via email from consumer:
[redacted]
You can close this request. A solution was reached.
Initial Business Response /* (1000, 5, 2016/01/21) */
We have submitted a request to the manufacturer to speak to Mr. [redacted] for those questions more appropriately handled by Technical Support staff there. I do apologize for any Alere staff that treated Mr. [redacted] rudely. That is certainly not...
acceptable.
We can address the billing issue and someone from our staff with be contacting him today. We bill Code G0249 which requires four test results, that those test results have been to the patient's HealthCare Professional (HCP). We are also meant to include the supplies (meter and strips) for the test. Since Mr. [redacted] bought his meter and is having trouble with it, we would be happy to supply him a new meter and supplies. If he wants to continue with his current meter and be billed only for supplies, we would need a release from reporting. That means he would be reporting his results directly to his HCP. We would then sell the strips directly to Mr. [redacted] and he could submit them to his payer for processing. Our agents are working with him now to define the billing details.
Initial Business Response /* (1000, 5, 2015/09/21) */
We have received the patient complaint and we will be sending Mrs. [redacted]s next order as an overnight delivery on us. We will also be sending her out a Complimentary box of supplies to make up for the times she had to go to the lab to test. In...
addition we will be reviewing the call that the patient mentioned in this complaint and will provide coaching and training. We will also be sending the patient a letter.
Initial Business Response /* (1000, 7, 2015/05/27) */
Contact Name and Title: *** *** - CS Man
Contact Phone: XXX-XXX-XXXX ext ***
Contact Email: ***@alere.com
Thank you for your responseI am showing that your plan is with Group HealthWe receive frequent and consistent
payments from this plan, we send out statements just as frequent and consistentThere are times when the payment that comes in posts after the statement is printedI show that on each cycle or Date of service we are charging the patient $I show that these amounts are part of the $deductibleI would be happy to have the patient call me directlyThank you *** - Customer Service Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I HAVE TALKED DIRECTLY WITH THE CUSTOMER SERVICE REPI STILL FIND IN AN UNACCEPTABLE PRACTICE FOR A COMPANY THAT HAS BEEN AROUND AS LONG AS THEY HAVE TO JUST ACCEPT THE FACT THAT THEY ARE GETTING CONSTANT COMPLAINTS FOR THE BILLING PRACTICE AND NOT FIX ITUNFORTANATLY WE HAVE NO OTHER CHOICE DUE TO MY WIFES MEDICAL CONDITIONTHEY HAVE ASSURED ME THAT DUE TO THE ISSUES THAT THEY HAVE WITH BILLING THEY WILL NOT REPORT PAYMENTS THAT ARE MADE TO THEM THAT DO NOT MATCH THE BILL THEY SEND OUTI FIND THIS A VERY BAD BUISNESS PRACTICE AND CAN NOT UNDERSTAND WHY THEY WILL NOT FIX THE ISSUEFOR NOW WE ARE FORCED TO CONTINUE TO DO BUISNESS WITH THEM AND WILL DO SO UNTIL THEY REPORT ME FOR A BILLING ISSUEI WILL THEN LOOK AT LEGAL ACTION
THANK YOU FOR YOUR TIME AND EFFORT LOOKING INTO A COMPANY THAT JUST WILL NOT CHANGE THERE BAD PRACTICE
***
Final Consumer Response /* (3000, 21, 2015/07/24) */
just received another bill from ALERE and it is for $should be $contrary to what they have stated concerning the billing being fixed by 6/14/it has not been fixedthey continue to over charge and say they are fixing it
***
Final Business Response /* (4000, 23, 2015/08/03) */
This is not an overcharge but an issue where the statement is sent to the patients prior to the payments postingThis issue was resolved with Alere and its systems/processes regarding the statement and payments not posting on 7/Unfortunately the statement sent to Mr***'s wife was sent on 7/Alere can assure Mr*** that this error will no longer occur on statementsWe apologize for this frustration and take full accountability for this statement errorThank you again for the feedback and allowing us to correct our error
***
Customer Service Manager
Initial Business Response /* (1000, 5, 2015/11/13) */
Patient placed her supply order on 10/13/We had to request a new ICD-RX from the Drwhich we received on 10/26/We then had to submit an authorization request to the insurance company which we did on 10/28/We called to check the
status on 11/4/and 11/10/and on both of those dates the authorization was still under reviewCalled on 11/13/and authorization was approvedIt is now being reviewed to determine if we will need a new Letter of AgreementI spoke with Mrs*** and advised her of all the information aboveI informed her that I would be sending a complimentary box of supplies as a Saturday delivery so that she can test while we work on the LOAWe will continue to follow her account to be sure that once we get the LOA her original supply order will go out as an OVERNIGHT deliveryFor the future we will already have the RX on file and will only need the authorization and LOA
Initial Business Response /* (1000, 5, 2015/08/11) */
Email sent to patients husband, Will await response.
[redacted] -
I just received the Complaint you issued on this to the Revdex.com. Thank you for the information.
I am not understanding what you are stating when you say we are charging 6X the...
market average. We charge $265 and adjust off $141.33 due to the contractual agreement. Leaving $123.67 for each cycle/month(4 strips/service we provide)
If you were to meet your yearly deductible $1000 Individual/$2000 Family you would still pay 25% of the $123.67 Monthly($30.92).
I am showing that the meter is owned by you. If you would like to be placed on our Self pay option you would pay $240 for the 12 strips.
Please let me know how you want to proceed.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
8-12-15
Sent via email from consumer:
[redacted]
You can close this request. A solution was reached.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2016/01/21) */
We have submitted a request to the manufacturer to speak to Mr. [redacted] for those questions more appropriately handled by Technical Support staff there. I do apologize for any Alere staff that treated Mr. [redacted] rudely. That is certainly not...
acceptable.
We can address the billing issue and someone from our staff with be contacting him today. We bill Code G0249 which requires four test results, that those test results have been to the patient's HealthCare Professional (HCP). We are also meant to include the supplies (meter and strips) for the test. Since Mr. [redacted] bought his meter and is having trouble with it, we would be happy to supply him a new meter and supplies. If he wants to continue with his current meter and be billed only for supplies, we would need a release from reporting. That means he would be reporting his results directly to his HCP. We would then sell the strips directly to Mr. [redacted] and he could submit them to his payer for processing. Our agents are working with him now to define the billing details.
Initial Business Response /* (1000, 5, 2015/09/21) */
We have received the patient complaint and we will be sending Mrs. [redacted]s next order as an overnight delivery on us. We will also be sending her out a Complimentary box of supplies to make up for the times she had to go to the lab to test. In...
addition we will be reviewing the call that the patient mentioned in this complaint and will provide coaching and training. We will also be sending the patient a letter.