ComplaintsforKinex Medical Company, LLC

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over 2 1/2 years ago I has shoulder surgery. Surgeon set up Kinex Medical supply Company to provide a brace and cold therapy machine for after the surgery. It was all supposed to be covered by my health insurance, and I hadn't heard any different (thought it was all a done deal). Now (2 1/2 years later) Kinex is sending me a bill for $150, saying my insurance didn't cover enough. After digging into this and contacting Kinex twice, I was informed (by Kinex customer service) that ********************** billed my insurance $1,222 for the brace and another $5,538 for the cold therapy machine that was rented for SIX DAYS and returned! That amounts to $923 per day for the cold therapy machine. Their customer service were very polite, both times I have called, but they couldn't give a reasonable explanation for this crazy charge or solution to this issue. I could've literally purchased a brand new cold therapy machine for $200 on ****** (and that's at today's prices). Stuff like this is what makes our health insurance premiums so unaffordable! Why do you still think you need to bill me an additional $150????

  

  Business response

  10/14/2024

  Hello, 

  Thank you for reaching out. We have taken a look at your account, and can see that you are correct in that you did not receive a bill from us until about 2 years post surgery and your order. We were working on this claim with your insurance and attempting to appeal with them, which was the delay in sending the bill to you. As a courtesy, due to the length of time to process this claim - I have sent this to our billing department to adjust the balance to $0.00.

  Please reach out if you have any further questions. 

   

  Thank you. 

  Customer response

  10/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22391234, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Jeanie Van Wyk
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kinex is third party supplier to Ascension All Saints and they are refusing to adjust my invoice according to the ****************** assistance letter that I have sent them several times I notified them via email on 8/20 & 8/22 with no response. I called on 8/30 they advised they me don't honor the hospitals program and I must qualify for their hardship program. I then got blindly transferred to another *** who had no clue why i was transferred to them. At that point after several attempts of getting bounced around without resolution, I decided to file a billing complaint.

  

  Business response

  10/14/2024

  Thank you for reaching out. I do see that you have sent us the forms from Ascension stating that you are a part of their financial assistance program, however for compliance reasons, we do need you to qualify for our program. I have asked that one of our local representatives give you a call to qualify you. 

  You will need to answer some questions about your living and financial situation, as well as provide some forms of documentation for income. 

  You should expect a call tomorrow. 

   

  Thank you 

   

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an orthopedic surgery in the Spring of this year (2024), received equipment from Kinex and paid them in full, $250.00. Kinex contacted me after the payment and alleged I owe another $250.00 for equipment received for a previous surgery that occurred more than 4 years ago! I told Kinex that after my previous surgery, the orthopedic surgeon told us the equipment was covered by insurance so there shouldn't be a charge. I've received almost daily phone calls at work and multiple bills at my house. What's going on here? Is this a scam?

  

  Business response

  10/14/2024

  Hello ******* and thank you for reaching out. 

  I have had the time to look into your account, and I see that we were working with your insurance and attempting to work some appeals on your claim with them. This is what caused the delay in the bill coming to you for payment. 

  As a courtesy, I have adjusted your account to $0.00 and you will no longer receive calls for this order. I apologize for the confusion and inconvenience that this has caused. 

  Thank you 

  Customer response

  10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Kinex has not provided me proof that I owe them money, nor have they provided me proof that they billed my insurance company for alleged costs. 
  
  Regards,
  
  ******* *****

  Customer response

  11/20/2024

  Better Business Bureau:
  
  The business hasn't contacted me in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******* *****

  Customer response

  11/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is regarding a January 18, 2024 date of service. They billed my insurance for $375.92 and a remaining balance of $134.20 was sent to **** was provided with a "COMFORTFORM WRIST WITH ABDUCTED THUMB 79." Kinex billed my insurance $375.92 for this device. The price was not disclosed to me before it was provided and there was no transparency in this process, nor was I informed that I would be billed separately for the device. I note that this exact device is widely available for approximately $40-60. I contacted Kinex 5 to 10 times via phone, email, and via their website "submit a comment" tool. I have not once been able to get a person on the phone who could address my questions regarding the price, or regarding why I was billed for this separately. I asked if they had considered that the price is likely unconscionable under Iowa law, may be in contradiction to Iowa's no surprise billing act, or is otherwise in violation of consumer protections. Not one of my written inquiries received any response. It is impossible to speak with anyone at Kinex who could substantively respond to my questions. I spoke with a single customer service rep. *** said she could not address my complaint, but that the call was recorded so I could make the complaint orally. No one ever called me and it has been months.I also sent them a written inquiry and I noted that I would consider my bill paid in full based on the payment made by my insurer if they did not respond within 30 days. They did not but later resent their bill and said it may be submitted to collections soon. I don't understand this complete lack of communication or why the bill is so high for a product that is widely available at 10-15% of the price that Kinex charged.

  Customer response

  07/23/2024

  No, I have not heard from the company. I am unsatisfied with their complete lack of response.

  
  

  

  Business response

  10/01/2024

  Thank you for reaching out. I have taken a look at your account, and it does look like you received a bill, because the deductible with your insurance has not been met, and that is the amount that they told us was your responsibility after we billed them. There are contracted rates for each product we provide, and that is the rate that we are required to bill to insurance. 

  I believe our billing team does offer a prompt pay discount if you are willing to pay while you are on the phone with them during your first interaction. I am also willing to make an adjustment to your bill, and bring it down to $100.00, as a courtesy in this instance. 

  As I stated above, your insurance stated that your deductible was not met, and we therefore are obligated to bill you. Kinex did not receive any payment for this item from your insurance. 

  I have messaged our billing team to adjust this balance based on this message. 

   

  Thank you again for your time and reaching out for explanation.

  Customer response

  10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Their response contradicts itself. They note that they billed me the remainder after billing my insurance company. Then they claim they have been paid nothing by my insurance. This is nonsensical, considering they are demanding I pay $100+ for an item that they billed for $400+. My insurance obviously paid them and i was sent the difference, as noted in my oroginal complaint. They have not provided a contract specifying why they are allowed to bill for the unconscionable amount that they did, nor have they explained why they did not provide upfront pricing. They sent the original bill to collections before ever responding to this complaint. They never returned any of my calls or emails to discuss this. It is egregious how much time they were given to reply, and then the content of the reply is this misleading. 
  
  Regards,
  
  ***** *****

  

  Business response

  10/14/2024

  Hello, 

  Your account is not with a collections agency, as it is with our Billing department/company. We did submit the claim to your insurance company and as I stated previously it was adjusted to your deductible and your insurance did not pay anything on the claim. We send the claim amounts to your insurance based on contracted rates. 

  This has been adjusted down to $100.00 at this time. This item was applied to your deductible for this year. 

   

  Thank you, ******

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 16th, 2023 Kinex rep brought an ice gel machine and cpm machine for recovery from total knee replacement surgery I had on March 18th 2024. The ice machine is not working and every phone number I have for them is not working . I even looked them up and that number is not working .

  

  Business response

  07/11/2024

  Thank you for reaching out - I do see that you were able to contact us, but I am sorry that it was not resolved from the Service Standpoint for you. 

  I have asked our billing department to issue a refund of $100.00 to your account. 

  Thank you. 

  Angela 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Just received a bill dated 3/12/24 for service from 4/21/21 for a device that I was told was covered by insurance and now they are asking me to pay $1125.00

  

  Business response

  03/19/2024

  We appreciate you reaching out, and I have reviewed your account. The reason that the bill did take longer than usual, was due to the fact that we were appealing the bill with your insurance as we believed that they were denying the claim incorrectly.

  The Insurance upheld their decision to deny the brace, and we have since adjusted the cost to the discounted self pay rate for this order. 

  Unfortunately, even in instances when we have reached out to an insurance for a prior decision before dispensing, they can still deny the claim once we have submitted. 

  I am willing to provide a further discount on the product if that would help in this situation. 

   

  Thank you.

  ***************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  dates if service 8-31-23 Kinex medical failed to provide a working cold generating machine the first week following a knee replacement. I refuse to pay the $150 they charge for a working machine. have text messages to prove they exchanged three units out but due to a holiday made me wait extra days.

  

  Business response

  02/12/2024

  Hello ****, 

  Thank you for reaching out an explaining this situation. I do see in the notes on your account that your machine was swapped out several times. Given the inconvenience I will adjust your account to a 0 balance. 

  Please let us know if there is anything more we can do for you.

  Thank you! 

  ***************************

• Initial Complaint

  01/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received a statement from Kinex Medical Company dated November 30, 2023 for account # ******, ********************** provided me a machine to use after my knee replacement in July 2022. I have two insurance companies, United Healthcare and ***************** Blue Shield through ************ ********* H&W Fund, which paid the claim in full. Kinex is now billing me for $250. I provided them the explanation of benefits from UHC, which shows they paid the claim in full. UHC even sent Kinex a letter stating the account was paid in full. Kinex is now telling me my secondary is not paying anything due to being out-of-network, which is not the case. I have the explanation of benefits from Anthem that states, "ZERO PAYMENT. PRIMARY INSURANCE PAID IN FULL" and "Patient's Responsibility: $0.00". I've tried three times and *** tried twice to explained the account as paid in full. The Kinex employee is extremely rude and still saying I owe $250. They have been very unwilling to resolve this issue. I attached the Kinex bill, UHC letter, UHC EOB, and Iron Worker's EOB. I just want my account balance to be correct to the $0.00 that UHC and Iron Worker's EOBs state.

  

  Business response

  02/12/2024

  Hello, 

  Thank you for reaching out - I have had our billing team look into this - and your ******************* was out of network and did leave a balance to patient of $1515.57, which have adjusted to our ECP amount of $250.00. This was not based on the processing of the claim by your primary insurance. 

  Please let us know if you still have any additional questions. 

  Thank you! 

  ***************************

  Customer response

  02/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Sorry for my late response. 
  

  Their statement basically telling you that they are doing me a favor by writing off all but $250 because my secondary did not pay the balance is wrong. The irony is there was no balance to be paid by my secondary since my primary insurance UHC paid the claim in full, please see the attached *** on Page 6 & 7, along with the letter from UHC on page 4. If I did not have a secondary insurance, according to them I would not have a balance with their company. They are violating their contract with UHC in billing me. Also, as you can see from the *** from my secondary, on page 8, states "Zero ************************** Paid in Full". The *** discount of $1,515. 57 has a Reason Code 14 stating "Primary Carrier, Write-off" as the denial. Again, if I did not have a secondary insurance, Kinex would be billing me anything. Therefore, I should not have a balance with them.

  Regards,
  
  ***********************************

  

  Business response

  02/27/2024

  Hello, Given the time and effort and frustration this has caused for you - we will adjust the balance to 0.

  Thank you for your time. 

   

  Customer response

  02/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kinex Medical Equipment request from me about 6 months ago, illegally an advance deposit of $150.00 to rent an equipment that ******** and my insurance cover it. I have call them for the last 5 months many times, and dont send my money back to me. My insurance Humana, also call them many times to request them to reimburse my money, but nothings happened. I try to get in contact with a supervisor or with executive director of that company, but they refused to transfer my calls to that area.They were not supposed to collect this money in advance, but they did it. Im a disabled 68 year old lady and my only income is Social Security. I call them every week, and most of the time they dont return my calls. My doctor, and my insurance called them different times, but they never returned the call *************** I need your help. Thank you so much for your assistance.

  

  Business response

  01/12/2024

  This refund was issued back on 11.08.2023, which resolved the issue. This matter was closed prior to us receiving this issue from the BBB.

   

  Thank you for your time. 

   

  ***********;

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In preparing for my bi-lateral knee replacement I went to the Kinex office to pick a 30 day rental of two cold therapy machines that my surgeon recommended I use in recovery. During that process Kinex says they don't know if insurance will cover the machines so they charge $250 with the explanation that that will be your maximum "out of pocket"They billed my insurance company ********** Blue Shield $4092.87 (this is for a 30 day rental of 2 cold therapy machines) BCBS paid $767.36 with patient responsibility of $0 listed on my explanation of benefits.I waited several months expecting that they would refund my payment after the claim was paid. No refund was made. I Kinex called and left a voice mail, but did not receive a call back.I spoke with ********** Blue Shield and they said that they were not informed of the payment made by me and that Kinex would be expected to refund any payment because the claim was paid.When I called Kinex again, they said that there will be no refund my payment.

  

  Business response

  01/12/2024

  Thank you for reaching out. I have taken the time to look into your claim and asked our billing partner to also review this matter. The reason you are being billed for the $250.00 is because you received two machines to use at the same time, and all items were not covered by your insurance, which is why you signed the Noncovered waiver, and this was provided to your insurance. 

  However given the time and frustration you have given to this matter - I will submit a refund of your $250.00 in this instance. 

  In the future when it comes to insurance coverage as well as signing waivers, I encourage you to ask many questions when you receive the items so you do not receive an unexpected bill in the mail; and situations like this can be avoided. 

  Thank you

  ***************************

  Customer response

  01/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

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