ComplaintsforRover Mobility

• Initial Complaint

  07/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a **** scooter from a company listed as Rover Mobility, for post-op mobility. I had requested an invoice so I could file a claim to my health insurance (****************) for reimbursement; however, claim was denied because Rover Mobility is a contracting provider and IS REQUIRED TO FILE THE CLAIM. I have requested assistance from Rover Mobility multiple times and received help or response to date. I have filed multiple appeals to ****************, but they continue to deny reimbursement until Rover Mobility processes the required claim information. I have been trying to get this resolved for over 14 months. I was advised by **************** after phone conference this PM to request verification that this company is operating legitimately and written response to explain why they will not provide documentation required by a contracting provider. This must be done before my claim can be processed/paid.

  Business response

  11/29/2021

  Business Response /* (1000, 11, 2021/09/13) */ This is the first email I have seen. In this case, we do not file insurance as stated on our web page. The information can be found here: ******************************** If we are called, we inform the consumer of this, and we also advise that the consumer should reach out to their insurance company directly to see the process. Please note, I am not able to respond to the complaint on the website. Thank you, KneeRover Consumer Response /* (3000, 13, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) My insurance carrier,**************** advised that Rover Mobility is a contracting provider and MUST file the insurance clain for**************** equipment that is prescribed by ****************** ******* physician(s) or they are in violation of a federal provider contract for U.S. miltary,retired and dependent beneficiaries. This is NOT the first they have been advised as I have emailed and called multiple times and the ******* advocate at**************************** also called to try to get this problem resolved. This company is either falsely operating under the name of Roller Mobility or violating its contractual obligation for supplies to DOD bebeficiary DME health supplies and services contract. This transaction also crossed state lines...I disagree with their responding explanation as accueate and will forward details forward this and subsequent info received to ************** ******* office for investigation Business Response /* (4000, 15, 2021/09/20) */ As advised, we do not bill insurance. Please visit the following page to see our FAQS: ********************************. We specifically state: We do not file a claim on your behalf, nor do we bill the insurance companies for payment. Additionally, we are not a Medicare or Medicaid provider. Please direct any KneeRover(r) product coverage questions directly to those agencies. We also state the following: We are considered an out-of-network provider for all insurance companies (as are most knee walker companies in our market), so it is best to contact your insurance company directly to find out if you qualify for any type of reimbursement. The consumer is responsible for all transactions with their insurance company. Consumer Response /* (3000, 17, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is either not legitimately listing the legal business name to consumer in the ad or is in violation of provider contract per ********************* health-care provider requirements. If this company is doing business as Rover Mobility, it is NOT an out-of-network provider and is legally obligated to file DME claim(s) on behalf of insured. I have verified this multiple times with the advocate at the *************** If the company is operating under the name Rover Mobility illegally, this should be investigated as fraud. I need a determination of this company's legal name so I can send details to the ******** investigating team.

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