Zoll Lifecor Corporation

Review: Attn: Research

My husband, [redacted] was mislead to receive equipment from Zoll LifeCor. The Senior Territory Manager, Harris L[redacted] informed my husband that the equipment was 100% paid for and that there would be no cost to him. We specifically told Harry L[redacted] that we did not want the equipment if there was a cost.

After much persuasion that the equipment was indeed at no cost, my husband accepted the equipment. Harry L[redacted] did not tell us that he would be filing a claim against our insurance and if he had told us the truth, we would have called the insurance company to verify if there was a deductible.

After receiving a bill for $850.00, My husband called Harris L[redacted] and Harry L[redacted] told my husband not to pay the bill and that it would be taken care of.

Several months past and the bill kept coming with the $850.00 balance. Harry L[redacted] kept telling my husband the same information. My husband returned the equipment back and refused service.

Now, when we call Zoll LifeCor they are saying that we do not owe them anything, but that we must deal with [redacted] about the balance. After many calls, several complaints, no one will assist us with waiving the cost. Therefore, this complaint is because of a breach of contract because of the misleading information provided to us by Harry L[redacted].

We can not afford to pay $850.00. Harry L[redacted] indicated that we need to request help for the payment, which is unfair because he told us that there was no cost for the equipment.

I have called back and forth to Zoll and [redacted] and no one will assist or keep referring me back and forth to Zoll and [redacted] with no resolution.

This bill has gone into collections because we cannot afford to pay $850.00.

I will like someone to call me about filing a consumer complaint against Zoll LifeCore and Harry L[redacted] for misrepresentation and falsification of information.

Now I am being told by [redacted] that the $850.00 is a deductible for the 2015 benefit of my insurance. However, since we never was told that our insurance would be filed in 2014 or 2015, we are victims of misrepresentation of information. We can not afford to pay $850.00.

Thank you.

care of [redacted] Account# [redacted]

Invoice #[redacted]

Phone: ###-###-####Desired Settlement: We want to Zoll Life Ccor to waive the Costs of $850.00 for misleading us with false information. Zoll need to pay [redacted] which is their billing company the $850.00 charge to my husband after he was mislead.

Harry L[redacted] needs to be held accountable for lying to a sick patient that was vulnerable in the hospital and told that there was no costs. He DID NOT explain that an insurance claim would be filed at all.

Business

Response:

Complaint ID: [redacted] Dear Ms. Palmer-Edwards:We are responding to the letter we received for the above complaint ID.In the complaint the complainant states they were informed by the ZOLL representative the LifeVest was paid at 100%, there was no cost to them, after much persuasion there would be no cost they took the LifeVest, they were unaware their insurance was going to be billed, after speaking the ZOLL representative about the billing they received they were told not to worry about the bill as it would be taken care of and received this same information when they called the ZOLL representative when they reached out after every billing.ZOLL has investigated this complaint. Based on our investigation, we have concluded our representative did not commit to the patient and/or his spouse the insurance company would cover the LifeVest at 100%. The patient agreement signed by the patient indicates their insurance company will be billed for the LifeVest rental and the patient is responsible for any deductible and/or co-insurance or the full cost of the rental if the insurance company does not pay.Medical cost sharing is based on the insurance policy chosen by the patient/member. The complainant started service in late 2014 when his deductible and/or co-insurance had beensatisfied for the year. The date of service in question is for his deductible and/or co-insurance for calendar year 2015 which started his cost sharing obligation over in the new calendar year.The complainant’s resolution is for ZOLL to pay [redacted] for their deductible and/or coinsurance as defined by their medical policy/contract with their insurance carrier. Although we acknowledge the complainant’s dispute, we do not agree with his resolution. At ZOLL Services LLC we take pride in delivering quality healthcare services to our patients and healthcare partners.Please contact me toll free at ###-###-#### if there are any concerns I did not address.Sincerely,James C[redacted]ZOLLEnclosure

Review: I have been billed $550.77 for a [redacted] W/elec analysis, which I did not ask for and was not able to use.

When being released from the hospital in August 2014 after treatment for a heart condition the hospital staff told me that I needed the [redacted] vest. The woman who gave me the vest and showed me how to use it said that if it doesn't work for me that I should return it. I wore the vest home from the hospital, but it restricted my breathing so I could not use the vest. When I got home I packaged the vest as per instructions and returned it.

Medicare has paid $2,709.79 for something that I could not use, and now you are asking me to pay $550.77 more, for something that I could not use.

The hospital staff did not check to see if the vest was covered by my supplemental insurance, but they insisted that I needed the vest to be able to return home. Moreover, my Advanced Directive says do not resuscitate, so I have no idea why the hospital staff insisted that I wear the vest.Desired Settlement: I want Zoll to stop billing me for something I did not ask for and that I could not use.

I found a web site with 25 complaints against Zoll that the Revdex.com might want to look at. Address below.

http://www.[redacted]

Business

Response:

Complaint ID: [redacted]Dear Ms. [redacted]:We are responding to the letter we received dated 12/2/15 for the above complaint ID.Mr. [redacted] states in his complaint that when he was given the LifeVest he was told if it did not work for him he should return it, he wore the LifeVest home then immediately packaged it up and returned it, the hospital staff didn’t check to see if his supplemental insurance would cover it and he had DNR so he is unsure of why the hospital insisted he wear the LifeVest.We are responding to Mr. [redacted]’s issues around the billing he has received. First Mr. [redacted] says he was informed if the LifeVest did not work for him he should return it. The information Mr. [redacted] states was given to him is not incorrect. If he feels the LifeVest doesn’t work for him or won’t work for him he has the right to return the LifeVest. However, Mr. [redacted] did not return the LifeVest as soon as he got home from the hospital.According to our records, Mr. [redacted] wore the LifeVest from 8/13 - 8/16/14. The LifeVest was not received back in our facility until 8/27/14. We did submit a bill for Mr. [redacted]’s coinsurance to his supplemental/secondary insurance carrier. Our records indicate when we contacted them regarding his claim, they stated he has no out-of-network benefits and was responsible for the balance.ZOLL cannot agree to Mr. [redacted]’s resolution of stopping the billing to him. ZOLL is willing to work with Mr. [redacted] and have several options available to try reaching a resolution.Sincerely,James C[redacted] ZOLL

Review: On october 30th and 31st I had to heart attacks on saturday the 1st of november the zoo representative came to fit me with a life vest I ask the insurance representative if this was cover by my insurance carrier blue cross to which she replied I wouldn't be here unless it was pre approved I sign papers but I was still under medication from my surgery and no one explained to me the cost that I was actually going to incurred on monday I call my insurance carrier and zoll corporation to find out the cost of the vest and if I had to pay anything to which I was shocked to find out the price of the vest was $3370.00 which I was responsible for 30% right away I call roll to see what I had to do to send the vest back and I did sen it back within 2 days after all this I found out that the insurance paid $ 2891.54 and I was liable for $867.46 on december 13 I received a bill from zoll for that amount which cost me a lot off stress and they said I was responsible for that amount since is a 30 day rental I tried to reason with them about this but it didn't do any good I n good faith as soon as I found out that I had to pay to which the zoll representative didn't say anything to me about my cost or that it was a 30 rental when I got it and in good faith I return it as soon as I found out and I sign papers still drug up and afraid for my life they are taking advantage of the law that I sign the contract Also I like to add that in the future there representatives give more information to there clients verballyDesired Settlement: I feel there representative don't give you sufficient information about all this beforehand either because there not allowed or they forget. yes I sign a contract without reading because I am in the hospital drug up and not given sufficient verbal information to make that decision since I send it back after only 2 days and the insurance paid $ 2891.54 cents THEY SHOULD ACCEPT THAT AS FULL PAYMENT.PS 98% percent of people that don't were it live and 98% of those that do live

Business

Response:

Complaint ID: [redacted] - [redacted]Dear Ms. [redacted]We are responding to the letter we received dated 12/31/14 for the above ID number.Mr. [redacted] feels our ZOLL representative did not provide sufficient information regarding potential financial obligation he may incur while being protected by the life vest. He also stressed concern he was under the influence of medication when he signed the patient agreement. Mr. [redacted] is asking ZOLL to accept his insurance carrier’s payment, as payment in full; and discount his out of pocket expense of $867.46.After a thorough account review, Mr. [redacted] has contacted ZOLL on three separate occasions to discuss his outstanding balance; and advised he wore the vest for 2 days and we billed his insurance for a full month.At no time during his phone conversations did he mention being under the influence of medication when asked to sign the patient agreement. In addition, we provided Mr. [redacted] with information regarding our patient assistance program during all three discussions. He refused to fill out the application each time.ZOLL cannot agree to Mr. [redacted]’s resolution for the following reasons:• Mr. [redacted] should know what his insurance deductible and co-insurance obligations are under his insurance policy. Due to the time frame in which a medical order is submitted and received by ZOLL, we verify benefits and the patient is fit, time does not permit ZOLL to inform patients’ of their out-of-pocket expense.• Mr. [redacted] used the vest for the period he is being billed.• Mr. [redacted] signed a patient agreement which includes the following, “I have been provided, had the opportunity to ask questions about, and therefore understand the agreement between ZOLL and me, which includes consent to use device, training and data use, patient responsibilities and financial assignment of benefits.”If his obligation is a financial hardship, we can send him an application for assistance to see if ZOLL can help him with his financial obligation.Sincerely, [redacted]ZOLL

Review: I was recommended a Zoll Life Vest from the hospital be for I could go home, I informed them that I don't have internet service by my home so it could be regulated be the company.I first used the vest at the hospital on February 19 the vest was not working right there. nurses would have to come in and a just the vest to stop it from beeping, the Nurses didn't know why it was going off when the hospital monitor was say I was just fine, so he did some adjusting of it, and still was going off. has gone off several times after that at the hospital. On the 20th before the hospital sent me home the doctor that recommended the vest came in and I informed her about it going off all the time. She said that was mine stuff.At home with the vest it was going off several times I called the help line they told me that they couldn't conetct to the device and I told them that I don't have no Internet service on the device, they wanted me to take by the window to see if I could get service still nothing. so the help line asked I could take some place to connect to the internet 2 days later I finally got to take it by ( [redacted]) house and still couldn't get the Vest to connect so I called the doctor that I was not going to be using the vest because company cant find out what wrong with it. and I was not going to be use something that want to give me a shock and be beeping all the time. so they told me to come in for a check up just to make sure every thing was fine and I was all good.The big problem I have I cant see paying over 3 thousand for something that didn't work for me, gave me more stress then needed I couldn't sleep, the night I came home my girlfriend would shut the device off so I could get at less 1 hour of sleep, I would go try to sleep sitting up see if that would work, it would beep, be talking about standing by. it made me very afraid of what it would do so I just quit wearing it then I sleep with no problem. I have called Zoll Life several times about this matter of the vest not working.Desired Settlement: I would like the bill to be cleared do to it not working right.

Review: To Whom It May Concern,

My husband recently was told that he had congestive heart failure during a doctors visit. During that same visit a Zoll life vest representative came into the room to talk to us. The representative educated my husband and I about the live vest. My husband stated: "I really do not want this vest because I do not want to pay out of pocket for it." The Zoll representative told my husband that she would call his insurance company to check on getting what she called a "Pre-Cert", meaning to see if his insurance would pay for the vest. We waited in the room for a few minuets and the representative came back into the exam room to update us on what she had found out. By this time the nurse from the healthcare facility was also in the room. We were informed that my husbands insurance would cover the cost of the life vest and that we would not be charged any money out of pocket.

Once the life vest was returned to the company after the recommended wear time, a bill showed up in our mailbox. The bill was for 799.01. Keep in mind this was in addition to what our insurance company had already paid. I promptly called the company and explained that I was told there would be no out of pocket charge. Zoll insisted that my husband took the product home so therefore we owed the amount that our insurance did not cover. After asking to speak with a manager I stated "I did not expect this product for free however, I would not have accepted it if I had known I would be charged 799.01 out of pocket. The representative from your company give my husband and I false information. I am not asking for a free product, but I am not okay with the fact that my husband and I were given false information."

In an attempt to correct the situation the manager offered a 15% discount and a payment plan for 6 months. I asked for a 50% discount due to the fact that we were given misleading information. Zoll would not even agree to this 50% reduction. I just would not have taken the life vest home if it had not been 100% covered by our insurance. I would not recommend anyone do business with this company. The Zoll representatives do not give accurate information and the company only gives a 15% discount to compensate for misleading information.Desired Settlement: Refund for the money I paid on the bill.

Business

Response:

Complaint ID: [redacted] Dear Ms. P[redacted]:We are responding to the letter we received for the above complaint ID.In the complaint the complainant states they were informed by a ZOLL representative the LifeVest was paid at 100%, there was no cost to them. They received a bill for $799.01 and when they contacted ZOLL they were informed this was incorrect. The charge was correct due to the patient took possession of the LifeVest and therefore the amount billed was owed.When we received the call on 7/21/15 from the patient’s spouse, they did inform the representative on the phone of the information they state was communicated to them. The patient’s spouse was informed the patient’s policy benefits were 75/25 and the balance could not be waived. The patient’s spouse agreed to a lesser amount of the billed amount on the statement.At ZOLL Services LLC we take pride in delivering quality healthcare services to our patients and healthcare partners. The requested resolution is not one that we can provide. We will review this with the representative(s) and assess any need for re-training or further action. However, the patient was correctly billed for their portion of their insurance policy as defined in that policy.Please contact me toll free at [redacted] ext [redacted] if there are any concerns I did not address.Sincerely,James C[redacted] ZOLL