Verus Healthcare

I requested for purchase of a C-PAP machine.
Not a rental.
I was charged 82.16 and 43.65 monthly
I asked for a quote on a purchase for a C-PAP machine. The sales representative *** had me on a recorded phone call stating I had a one time payment. They gave me a rental whichout my consent.
I asked for a receipt to be emailed to me and sent with the delivery. When I received the machine there was no hard copy of the receipt and still did not recieve in the email. I have made about 10 phone calls.
On my final phone call I asked for a manager. They gave me the run around to multiple departments and said they would call me back.
I insisted on getting me on the line with a manger from the sales department.
I got to the sales manager named Ryan. They said they would investigagte and call me back.

Does not follow up.

Horrible service. You are bounced around from person to person and no one ever knows what they are talking about. I am trying to switch companies right now. This is a company I would definitely never do business with.

Verus continues to send me bills for medical supplies (CPAP) when I have copay. I have called and written numerous letters.
VERUS supplies me with CPAP supplies. Previously I was not getting bills from them and now I am because they have failed to bill my secondary provider. I have made several calls and written several letters. Get told it is not an issue when I call and get no response to my letters. Now they have even added a late fee. I want the bills to be stopped and for them to collect from *** as they did before, I even have one bill for $7.80 that the government clearly paid. My letters have been going to the address in Philadelphia.

They have always been on mark as far as time goes. Only one small situation of wrong equipment, but was fixed immediately. Thank you for being a wonderful company.

I purchased a CPAP machine from this company and after I made a payment they started invoicing me for monthly rental. I returned the machine.
I purchased the CPAP machine on June 6,2018. I was told that my copay for insurance would be 169.89. A month later I started to receive invoices for rental on the machine. Nothing was ever mentioned about rental payments. The machine cost new around 700 and they wanted to bill my insurance company 153.12 a month for 10 months. I called them back and they had me return the machine. The received it August 2018. I have made numerous calls requesting a refund. Many times I was told that it was escalated up the ladder and I would get a call back when resolved. Finally they told me a refund was being processed for 79 dollars. That was never done. I inquired why it was not the total amount and they had no answer and said someone would get back to me. It has been four months and still no resolution.

This company on the onset appears to be very professional and efficient. They are a replacement company for my prior CPAP supplier who were efficient and competent. My old supplier would send out supplies four times a year and bill my primary and secondary insurances appropriately. Never a problem. Now with Verus, my primary insurance was billed $536.73 after the insurance company applied a Provider Discount of 235.09 leaving my obligation of $301.64. My primary insurance paid 124.40 thereby leaving me and obligation of $177.24. For some cloudy reasoning Verus cannot bill my secondary insurance directly so they use a company called ***. *** billed my secondary and did indeed receive the $177.24 and thereafter billed me 190.34!

I attempted to call Verus but was told *** was a separate company so Verus would not be able to assist me with my billing concerns. *** has voice mail loops, music on hold and numerous people who do not have access to the information but the will gladly transfer you to someone who does again requiring more annoying on hold music and wait times. I've called at least three times and sent explanation of benefits by mail only to be sent to collections.

FIND YOURSELF ANOTHER CPAP PROVIDER!

Verus absorbed my previous supply company, and requires advance payment (all other companies I've used have billed after shipment). Paid November 6, was advised 5-7 business days to receive my order. No news and no shipment as of November 17.

Called again, was placed on hold. After 10 minutes on hold, phone re-rang, but no answer, and went straight to voicemail. Left a message asking for immediate callback. One hour later, no callback, so called again. Was finally told my insurance had not cleared, transferred to insurance department. Spoke with them, system showed insurance was not clear, but they verified it was clear. Was advised order would be passed up to a manager, and shipped overnight that same day (November 17). No news and no shipment as of December 4.

Called again, was advised one part was on backorder until December 8. As order was now one month past due, opted to receive different brand of backordered item. Was promised overnight shipment, order was passed to a manager to push out. Provided email address to receive tracking number. No news and no shipment or tracking number as of December 5.

Called again. Was advised my account showed payment needed by customer, but that billing records showed I had paid, so "not to worry." No explanation for error in records. Was also advised that overnight shipment flag showed for my order, but order had not been processed. Was again promised overnight shipment, order passed to manager, etc. No news and no shipment or tracking number by 3 p.m. December 6.

Contacted my credit card to dispute charge for failure to deliver, contacted my insurance company to stop all payments to Verus, and called Verus to cancel order. Was *finallytold that order had shipped when I asked to cancel. Agent provided tracking number over the phone. Tracking number showed status as "label printed," no indication that order had actually been processed at that time. Advised Verus that I still wish to cancel, and if order is received, delivery will be rejected and returned to sender. It took immediate threat of order cancellation and/or charge dispute for order to be processed.

This appears to be a very frequent complaint with this company, with orders taking 1-3 months or longer to ship after payment is made, based on multiple reviews online, including other reviews right here on the Revdex.com website. The one and only time I have ever received an attempted phone call from Verus is when they asked for the initial advance payment to order new supplies (my phone number logs every call, incoming or outgoing, even if it is missed or no service). Also, I asked to speak with a manager on multiple calls, and was never once allowed to speak with a manager (they were always unavailable), in one case being left on hold for a full 10 minutes again, although this time another agent did pick up.

I am now working with my insurance to identify a new supplier, and am very disappointed that my previous supplier went into business with Verus.

This company practises deceptive business practices in order to over bill the Medicare system.
On 11/02/17 I requested C-PAP supplies specifically stating that I required a medium size face mask insert only. I also specifically stated that I did NOT want a full Face Mask Headset. I also inquired as to time exposure regarding government eligibility for replacement supplies. This was never responded to.
On 11/02/17 *** responded with, " Hi ***, I will get those supplies out to you."
A Full Facemask Headset was shipped.
No mention was made of the medium sized face mask inserts that I inquired about.
I did not receive what I ordered and still need.
By shipping the Full Facemask Verus can now bill Medicare for several times the Dollar amount of the items that I ordered. This is FRAUD.
This Company has done this in the past but this is the first time that I have kept an email record of what transpired and am thus able to support my contention.
Fraud by overbilling .. repeatedly. To contend that this is a 'One Time' error, or any error at all would be absurd.

Very dissatisfied with experience and cancelled any further contact with company.
Our local BiPaP supplier contracted with Verus several months ago. After receiving a letter, I called on behalf of my fiancé to discuss services. I was treated rudely on the phone so I ended the call rather quickly. I then called the local company who assured me that they would be able to handle our needs. I then called Verus a second time and ordered what supplies we were in need of. After waiting several weeks and receiving nothing from them, I made a third call and they had no record of the transaction so I explained to the representative that we were very unhappy and I had found someone local to obtain our supplies from and the account should be closed and no further contact made. In the mail this week we received an invoice from Verus stating that we owed an amount for a mask in September of this year that we neither ordered or received and the insurance had not covered. This company is ripping people off and the insurance providers they bill to. This bill needs to be adjusted to zero and the account closed as previously requested.

July 2017
I needed a new *** S10 machine and really wanted to try the new Tap Pap nasal pillow mask to see if I would be more comfortable while sleeping at night but no local supply house carried that item nor would they order it for me.

I found out that Verus would order this mask for me and they also accepted *** insurance.
After my initial phone call to Verus, I sent my Rx and Ins info to their CSR team. Thank goodness I checked back with them (not vice versa) to ensure they received my info and had no further questions. I did this 3 separate times until I finally threatened to cancel my entire order which is when I received a Manager's POC and I sent them my info.....again. Success but nearly 2 weeks after my initial contact. I received my mask 3 weeks after my initial contact. It was as if they really didn't need my business and I was a burden.

Aug 2017
I had to call them back to get a status of my new CPAP machine and tubing. "We're sorry, it hasn't been ordered yet for some reason... I'll do that now." Ugh.

Sept 2017
Still no machine. I called Verus again for a status on my new S10 and they stated that it my account shows "ordered" in the system. I know that there is no delay due to insurance as *** will fully funds a new machine every 5 years, and I'm due. I told the CSR to cancel my order. I will find a local supply house to give me a new machine on the spot as I know that *** is not running low on supplies. I was able to get my TapPap mask (finally) from Verus so I really don't need to deal w/ them any longer. Hopefully new pillows in 6 months won't be too much of a burden to them but I will update this Review at that time either way.

I don't understand the business model. *** will NOT deal w/ online supplies (like www.cpap.com) but Verus has found a way around that. There's so much revenue to be made from *** recipients, one would think that Verus would be taking advantage of this and dominating the market.

I feel this is a management issue.

My husband is dependent on his Bi-Pap and we were never notified that the original company was switching suppliers to pick up *** as their supplier. There have been numerous issues. Their customer service techs sit and argue with us over co-pays stating we owe them as we have not met yearly deductible, yet only three months prior my husband had emergency surgery which pushed us well past our deductibles and were confirmed this by our health insurance directly. Customer service is rude and argumentative... his orders have been wrong every single time, or never arrive and we are told that they need info from doctor, have placed orders on hold without notifying us. Not only are we switching providers we are telling our health insurance company that they should cut ties with this provider. I would give them a ZERO rating if I could!!!!

Since last August trying to get c pap machine but they always have an excuse that can't get a hold of doctor or something else.
Since last August trying to get a new c -pap machine because my old one not working properly. They kept making excuses to me that they need authorization from doctor to get one. They called doctors office and said they would fax everything to them. Will months went by and no machine. Called Verus again and kept telling me that Doctors signature wasn't on the paper work or doctor left off the diagnosis. My new company i'm going with is *** and they have called numerous times and they would not give out any information to them and had a very bad attitude with them. I called Verus again and now they told me I need a release of information form signed and faxed back to them. They emailed me one and I filled out the information and faxed it back to them a few days ago. *** called me and asked if I did what they wanted I said yes the fax went thru and I have a copy stating that. *** then called Verus and told *** that they received nothing and again wouldn't talk to them. I in turn called Verus and they told me they never received the fax and I said it showed that it went thru. Verus said they can't do anything because no fax.
Verus staff is very rude and seems they don't care about you.

I need a new machine and I can't get one because of this mess. *** told me that they can see what they can do. They are very nice and caring at ***

Since last August this has been going on and I shouldn't have to put up with this. It's a shame that they have to act like this.

Thank you

OVERCHARGING
I believe Verus is overcharging. I have had a CPAP machine for years and have never before received a bill. Verus charged me $27.55. When I called them they said it had to do with my deductible. This has never happened before and makes no sense, but I paid the bill. Today I received another bill for $61, including the $27.55 that I already paid. I checked Medicare and Blue Cross website and found I don't own them anything. I believe they are overcharging me and insurance companies.