ComplaintsforPatient Aids, Inc.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was given a CPAP machine on September 22nd. At the time, they told me they had all insurance information and it was approved. I then received a bill in May for nearly $2k. I called and was told that no one billed my insurance. They confirmed my information and said they would take care of it. 2 weeks later, I got another bill for more. I called again and was told the same thing and my insurance info was confirmed again. I just got another bill for over $2k today. When I checked with insurance, Patient Aids has not filed a single claim nor even sought the original authorization. I am returning the machine tomorrow and will do business somewhere else. Depending on how tomorrow goes, I may file with the KY Attorney General for predatory billing as well.

  

  Business response

  07/01/2023

  Hello Sir, Thank you for providing this information. I apologize for the billing issues you've experienced and would like to review the account with you directly to determine how we may resolve this for you. Please e-mail me at ********************** so we can schedule a time to connect. 

  Thank you,

   

  Customer response

  07/05/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I have reached out privately 5 times now. I prefer to keep BBB involved to ensure a proper resolution is reached. If it is fixed, then I will confirm it here.
  
  Sincerely,
  
  ***** *** *******

  

  Business response

  07/07/2023

  Good morning Sir,

  I apologize for not being able to resolve this sooner as this communication via BBB is the first notification I've received regarding the billing issues with your account. I understand you've returned the equipment so we will be writing off the entire balance for the machine and supplies. You may receive another invoice but you can disregard that. Please feel free to contact me should you have additional questions or need any assistance. You can e-mail me at *********************** 

  Respectfully,

   

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a piece of equipment from patient aids. I paid in full for the item. Following that purchase I started to receive additional charges to my card and invoices every month for rental equipment. I did not purchase rental equipment. When I call to resolve the issue I'm repeatedly told every month it will get taken care of then I recieve another invoice the following month and another charge. This has gone on for nearly a year and I have yet to receive any of my money back or any sign they are going to stop charging me or stop sending me invoices. When I call they admit to the mistake but no one at patient aids is doing anything to resolve the issue.

  

  Business response

  05/25/2023

  Good morning ******

  I do apologize for the inconvenience and look forward to working with you to resolve the account issue with you. I left you a voicemail and sent an e-mail with my direct contact information. Please call or respond to my e-mail as soon as possible so I may assist you.

   

  Regards,

   

• Initial Complaint

  07/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/31/2021 my doctor prescribed a CPAP based on a borderline/marginal remote sleep study. At the time of being fitted they told me that my insurance would cover it. A year later they are coming after me for payment, and can’t explain.

  

  Business response

  11/09/2022

  The business states that it can find no record of the customer in their system.  The business states that the account could possibly be under a different person's name that is a relative or spouse.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mother in law (********* *****) purchased a walker for her husband (******* *****). At the time she was not asked about his height (he is 6'8"). Once he started using the walker they realized it was entirely too short for him and he had to hunch to use it. Upon reading more, we also realized it was unsafe for him to use, as it is unstable.. She tried contacting the business, who never returned her calls. I offered to help and have called them over 20 times, getting dropped from their voicemail many times and leaving multiple messages asking for a return call. NO RESPONSE HAS BEEN RECEIVED. Meghan. their manager, has never answered the phone and when I leave voicemails, she never returns calls. I also left messages with Ingrid, the salesperson. Also no returned calls. This is a safety issue, and I need resolution quickly. Calling for over 2 weeks with no response is unacceptable.

  

  Business response

  05/19/2022

  I do not have an account for Mr. ***** so I can only assume they purchased the walker as a retail item. I apologize for the calls not being returned. Neither Ingrid nor myself recall messages from this patient. Unfortunately when items are purchased retail most of the time the person just comes to the desk with the item so height of patient would not have been discussed. We would have been more than happy to replace or exchange item if it had been brought back to the store. We do have other styles of walkers that are an additional charge but we do not have tall walkers in stock, they are backordered.

  Customer response

  05/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I want them to return my call at ************ and place an order for a tall walker so that my mother in law can pick it up. Basic customer service! I need an exchange quickly and this response time is unacceptable

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The consumer has had ongoing issues with the CPAP mask, not fitting correctly. The consumer has also had billing issues with the business, charging both him and the insurance monthly. The consumer has even been billed for late fees. The business has been notified by the consumer regarding this issues, but as of today, those same issues are still unresolved. See attached for full details.

  

  Business response

  05/16/2022

  Business Response /* (1000, 12, 2022/03/01) */ Contact Name and Title: ***** ******* Area Manag Contact Phone: XXXXXXXXXX Contact Email: *************@patientaids4u.com Regarding the mask, a message was left on 1.19.22 to get him fitted for another mask. Mr.****** was called again on 1.25 with no answer. He did call on 2.1.22 and was scheduled for a mask refit on 2.25 which he did not attend. As far as the charges, his CPAP machine is still renting and he is paying copay monthly while his insurance is paying their percentage.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a paraplegic son that needs a motorized wheelchair. Said chair was provided by Patient Aids in Sept2019 with a 5 year warranty on service. The chair arm broke May 18th 2021. I notified Patient Aids about needed repairs. It is now December 1st 2021 and they have yet to fix it. I have called multiple times and left messages. They sent a tech in July to look at the chair. Again I have called for updates multiple times, always they promise to check on it and call back. They never call back. This is a safety issue for my son. I can't get anyone else to work on it because Patient Aids owns the warranty. We just want his chair fixed so he can use it.

  

  Business response

  02/24/2022

  Business Response /* (1000, 5, 2021/12/02) */ There is no 5 year warranty on the componence of the powerchair, life expectancy is 5 year before insurance would get him another. We had to request an Physician's Order to send the request to Kentucky Medicaid for authorization. They have requested additional information and have not given the authorization to fix the chair at this time. We can not provide services until we get the authorization. We can not offer a cash price due to Medicaid being their insurance. It was just brought to my attention today and I do have our authorization specialist checking into the case to move Medicaid along. Consumer Response /* (2000, 7, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as the chair gets fixed in a reasonable amount of time, I will accept their response. I was told by Sunrise (the company that builds the chair) and by another business I had contacted to make repairs that they could not repair it because Patient Aids owned the warranty. I guess I misunderstood. I have also been informed (by Patient Aids back in May) that Medicaid has 30 days to respond to a request from them. Why then has it been 7 months? What ever it is, I just want my son's chair fixed. I don't believe that Patient Aids have tried very hard at all to get the repairs done. Maybe because it is Medicaid, I don't know. I do know that they have a very poor customer service department in that they do not update the customer (me). Or return phone calls when they promised to. I have had a bad experience with them and will not use their services anymore.

*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. ↩