Total Business Solutions

Patient ID *** The customer first contacted our corporate office in San Antonio on March 28, to set up a payment plan No mention was made of the patient not utilizing the equipment, nor was a request made for it to be picked up The second contact to our office occurred on June 19, The customer requested the equipment be picked up as the patient was no longer using it The customer also requested a credit on her bill since the patient had not been using the equipment We informed her we could give partial credit and this would be issued once the equipment was actually picked upA pirequest was sent to the Tomball branch office on June 19, According to the manager of the Tomball branch office, this was the first notification she had received requesting the equipment be picked upThe first attempt to pick up the equipment occurred on July 22, at the customer’s residence but no one was home The Tomball branch manager stated that, after this attempt, several calls were made to the customer and messages were left in an attempt to schedule the pick up When the manager finally spoke with the customer, she requested we pick up the equipment at her work location Two attempts were made in September but the customer was not there on either occasionThe equipment was finally picked up at her work location on October 9, We did not charge the customer, nor did we bill her insurance, during the three and a half months between the time she notified us on June to pick up the equipment and the time we were finally able to pick it up on October In addition, we gave her credit for both the May and June rental months which had already been billed to her insurance prior to her call on June requesting the pick up.The customer was not satisfied with this and contacted our corporate office again on October She stated she had requested the equipment be picked up in January She stated she would have her insurance company (Aetna) contact us An Aetna representative by the name of [redacted] called on October We explained the circumstances to him, and the fact that we had already given credit for months of rental billing [redacted] stated he would explain to the customer that, because she still had our equipment in her possession, that she was responsible for it and we had the right to bill Aetna; further, that we had been more than fair in giving her as much credit on her bill as we did.The customer’s total responsibility was reduced to $for the initial supplies and the monthly equipment rentals for dates of service from December 3, through April 3, Aetna was billed for all these services and applied them to the insured’s deductible The customer began making monthly payments in April and has paid a total of $210.98, leaving a current balance due of $

The patient has always had their supplies on this given month we did not have a whole box of cotton tip applicators, but they did not go without so we sent them a half box until the remainder was receivedI talked with the parent today and listen to her complaintI explained to her that I have been away from the office due to health issues the past couple monthsI gave her my cell phone to talk with me direct in the future if any concerns or issuesThe issue has been resolved by both parties and they have decided to stay on service with South Texas Medical SupplyThe biggest complaint was the customer service and not receiving a call back from meI explained to Ms [redacted] that I Have been out of the office due to health issues and that I thought [redacted] (Operations Manager) had taken care of the problemIt was a miscommunication of our staff and has been addressedWe have taken care of this child for many years and we have never had any issues until this situationWe strive for excellence in taken care of our patients and have since If any further questions please to contact me [redacted] Vice President of Operations South Texas Medical Supply [redacted]