ComplaintsforDASCO HME, LLC

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since March 16th 2023 I have called and emailed to resolve this issue. I was billed directly for the whole cost of my cpap masks and my insurance was never billed at all for their portion of my bill.

  When I noticed the error, I began to contact them I have repeatedly called and emailed(I have saved) letting them know that my insurance needs to be billed for their portion and I would like credited to my credit card for the overage that I paid.

  I finally contacted my insurance company and asked them to get involved and send Dasco the amount they would owe them on my behalf and they said no problem they just needed Dasco's 9 digit federal tax id number and diagnosis code, and 12 digit npi. I sent this request to Dasco via email to be ignored.

  Finally I started emailing everyday until I finally got this response: This information has been sent to our billing department and someone will be in contact with you. **** ****** *** ******** DASCO HME, LLC P ###-###-#### Ext: **** | F ###-###-#### email correspondence is subject to ****************

  To date no one from Dasco's billing office or any other department or office has contacted me. I received that message on 6/22/23 it is now 7/31/23.

  This is unacceptable! I want to get this issue resolved. I would like my insurance to be billed and the amount I was overcharged returned to me.

  Business response

  08/07/2023

  Thank you for bringing this matter to our attention.  We have reached out to the patient and apologized for the delayed response.  We have processed a refund of $439.96 and advised him to disregard the current billing statement as it is no longer due.  All billing has been adjusted and submitted to the patient's insurance.  We also provided the patient with a direct point of contact for any future billing concerns.  Patient stated that he was very satisfied with the resolution and he was asking his wife to update the BBB.   We value this opportunity to resolve this patient's concern.  Thank you 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CPAP BILLING NIGHTMARE. My husband and I were both shipped CPAP supplies in June 2022. We fully paid invoices generated by those orders. (Invoices ********, 11870830, 11872073). Now we have received bills for supplies shipped in August - there were no August shipments.

  I called to discuss the matter and DASCO rep said it is an insurance company issue and I need to talk to them about how bills are paid. DASCO rep said shipments are broken down into three bills. Rep asked me to tell her the physical count of items in each box. Those items were unpacked and put into use. I did not record a physical count on the date of unpacking. Why didn't June bill state partial bill?

  I also asked rep why we didn't get any hypothetical "bills" for phantom July shipments if this is the way it works. DASCO rep said they had sent July bills, but my insurance company didn't process them yet. . My insurance rep assured me that there is no stipulation about how bills are processed or broken down and there are no unprocessed claims in the system for DASCO.

  My insurance rep, *****, has called them and left messages wanting to clarify. ***** has not been given the courtesy of a return phone call. I have sent an electronic complaint and called them again about the issue.

  On 10/11/2022 I talked to another rep at DASCO and explained the whole thing again. She said she was only in the billing department and my issue needed to be referred to another department. She said they would call me and my insurance company to figure this out. My insurance rep has not received the callback. I have not received a call.

  Now we are getting statements saying bills are overdue. I have detailed records of calls, dates, and diary entries about all the attempts we have made to resolve this issue.

  Ignoring a customer with valid concerns does not make the bills valid. There was only one shipment for each of us and fake bills saying we were shipped items that were not sent will not be paid.

  Business response

  11/11/2022

  DASCO has reached out directly to the complaintant to discuss issues with the billing on both accounts mentioned.  Supplies are dispensed in 3 month quantities; there are two items, however, that must bill monthly rather than all on one claim to ensure proper and complete payment.  We take the 3 month supply and spread it out over three months so our customers can receive their orders in one shipment rather than 3 separate shipments.  That being said, DASCO has agreed to remove the current charges as a one-time courtesy and has gone over the billing procedures in great detail for future orders.  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I needed a Rollator I went to Dasco on Roberts Rd. They told me I needed $50 for the brakes & a basket. They sent me home without them. About 2 wks later my Case worker from ****** had ordered one for me. I was not aware. I called Dasco & they would not take mine back as they said it was used. So I called ****** back & they returned the one they ordered. I called Dasco back and told them ****** would cover the $50 for basket & brakes. They refused to add them to the one I had gotten from them they said they could not come in my house to add them. I even offered to put it outside the house & disinfect it & they still refused. They told me my insurance wouldn't cover it. ******** had them on there. so they would cover it. I felt that I was lied to by Dasco. I still want the brakes & the basket. but I am so fed up with Dasco I just want them to come pick up the rollator & give me my prescription back so I can go elsewhere to get what I need.. I do not drive or have transportation I am disabled.

  Business response

  08/02/2022

  This complaint has been resolved.   We made several attempts to reach her by phone and was not able to leave a voicemail.  We had a driver stop by her house yesterday, at which time, we picked up the rollator and gave the prescription to her as requested.   We apologized for the misunderstanding and asked her to let us know if there is anything else that she needs going forward.  Thank you for allowing us to rectify this issue.  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The provided an oxygen concentrator in December 2021. The unit was returned to the ***** ****** office and it was confirmed by the office. However they keep billing me and my insurance company. Last bill came for 03/06/22.

  Business response

  04/28/2022

  Mr. Gordon has been contacted via phone and we believe his issues have been resolved.  We have confirmed that the billing has halted and all necessary refunds have been processed. 

  Customer response

  05/03/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  01/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Walker was supposed to be delivered before I was discharged from hospital (Nov 2021) but it did not arrive. Through multiple conversations there seemed to be something wrong that delivery had been delayed repeatedly even though I had paid my portion of the bill. As of today 1/13/22, the walker has still not been delivered. I want the walker delivered immediately due to necessity for proper mobility.

  Business response

  01/27/2022

  It appears that a walker had been shipped to the patient originally, but the delivery was not completed.  The regional director reached out to the patient to discuss the complaint and shipped a walker that day.  She provided the new tracking number and apologized for any inconvenience this may have caused her. The patient was satisfied with the updated information.  I have checked the tracking number and the equipment has been successfully delivered to the patient.  

  Customer response

  01/29/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ******** ******  I recieved the walker Jan. 26. 2022 I have been waiting sinceThanksgiving Thank You for ypur help.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dasco Medical Equipment provided me with a sling after Shoulder Surgery on 8/2/21. My insurance company *****, has a contract with Dasco, and Dasco should bill ***** directly. Dasco has been billing me for $103.86. I called ***** and they explained to me that ***** has a contract with them and I owe Dasco nothing. I even waited on hold while ***** called Dasco on 12/22/21 and ask them to stop billing me (ref#**** with *****). I have attached the Dasco bill, the ***** claim, and the explanation of benefits from ***** that in the footnotes acknowledges a contract with Dasco and I owe nothing. Dasco continues to call and send bills threating my credit if I don't pay. I would like Dasco to stop calling and threatening me and zero my account with Dasco

  Business response

  01/04/2022

  DASCO is a contracted provider with *****, but not for all items.  There is no contract in place with ***** for the orthotic item that Mr. ***** received.  Because the item received is not covered under any contracted fee schedule that ***** has with DASCO, the responsibility for the cost of the item rests with the beneficiary.  However, as an act of good faith, DASCO will agree to reverse the charges as a one time courtesy to Mr. *****.  

  Customer response

  01/06/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Every since March 23 and then April 26,2021, I have been back and forth with accounting and managers to resolve this issue. They actually owe me money back as I overpayed on my accounts. I never received the $127.42 that they owe me. NOW, I have received a letter from a collection agency along with constant harassing texts and phone calls which they promised to remove. In April, the manager went through all the paperwork and documents with me. Confirmed that I overpayed, apologized and stated that I would receive a refund within 2 weeks. Then I spoke to someone else again 6/24/21 reviewed the accounts confirmed my payments, said she would document my account, stop the harassing texts and phone calls and will send refund to cc ( card info verified). Promised to follow up in 5 days. I did not hear anything, called them back on 6/29/21 same story. Now I get a letter from collection agency for $197.39. This is unfair and will negatively effect my credit.

  Business response

  09/01/2021

  We had a billing manager look into the account.  According to all records, we show the patient was sent to collections for a non-payment from a date of service on 3/23/2021.  We do not show any payment being received.  We also do not show any over-payment on the account that is in need of a refund.  The billing manager has attempted to contact the patient twice and both times had to leave a voice mail.  The patient did return one call, when the manager called back, she again had to leave a message.  The manager is trying to reach the patient in an effort to go thru each date of service, bill and payment so we can resolve the account for her.   We will continue to try to reach the patient so we can provide her with the information we have on file.   Thank you. 

• Initial Complaint

  05/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a bill from Dasco in the later months of 2020 and I called them about it. They stated I received some package of items which i explained I had never received. I spoke to a supervisor and they said they would adjust the bill since I didn't receive the items. I kept getting bills calling and said it would be taken care of. The last time I called about 60 days ago they said they were still charging me because the tracking # said delivered. I NEVER GOT THESE ITEMS PERIOD! Now these people sent me to some kind of collections for $13 this is a joke!

  Business response

  06/16/2021

  TMr. ****** made several calls in 2020 and early 2021 adamantly stating he did not receive a shipment for the October supplies.  Despite showing proof of delivery through USPS tracking detail, DASCO decided to remove the charges.  Mr. ******'s insurance company reprocessed the claim internally, (and after the agreed upon credit adjustment) and produced a new EOB with a new patient responsibility.  The electronic deposit posted to his account and a this created a new open copay balance.  Mr. ****** was indeed sent to outside collections in error; DASCO had already agreed to remove the charges.  The charges have been removed from outside collections and his account balance is at $0.00. 

  Customer response

  06/16/2021

  I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me. I do appreciate you allegedly finally fixing this.  I spent my time making numerous calls and was told 2-3 times it would be taken care of.  I can’t say what went wrong but I do know the post office sucks.  I just don’t see why you made me do all this and why you sent me to collections “by mistake” 
  
  Regards,
  
  **** ******

• Initial Complaint

  04/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are receiving bills that aren't reflecting payments made, so they show us as past due. We have called multiple times giving proof of payment. We were told they would escalate this to another dept. for resolution and we would receive by email a full accounting of our payments and balance. That was on April 19th. We received no email or phone call, but we have received another bill showing our last payment was not credited either! We called and were told that they have not received anything from the escalation dept. so that means they are still reviewing the account. Fine, but that does not explain why they didn't post our latest payment which was made after the last phone call. This is not the first time we have had billing issues with Dasco and we are just tired of the run around. We asked to speak with a supervisor, but were told that they could only schedule a call back.We declined since we don't feel they will follow through with this either.

  Business response

  05/04/2021

  Upon investigation, we had an initial inquiry from the patients husband where we could not share information due to not having him noted to have access to the account.  Once that was taken care of, there was an open task for our private pay biller to return a call to the patient which was in the que to be returned.  She contacted the patient yesterday in response to this complaint and went over all the billing questions.  All of the bills are due to deductible or co-insurance copays.  The biller went over the entire account with the patient as well as let them know about a pending invoice that is coming their way. At the end of the call, the patient was satisfied with the explanation and was also given a direct number in case of any issues going forward.  The patient expressed satisfaction with this resolution.

   

  Customer response

  05/07/2021

  DASCO's response makes it sound like we didn't understand the charges. This is NOT the case at all! We walked through the invoices with **** from DASCO and provided information of our payments(offering proof if needed) and **** acknowledged they had not properly posted our payments. She apologized at least 4 times for THEIR mistakes and said that THEY NEEDED TO FURTHER TRAIN THE ASSOCIATES that were dealing with us. She alerted us to an upcoming invoice, which we got and paid $40.03. This invoice still shows the $16.48 which is in question and we did not pay. **** did give us her direct number for any future communication in the event this is not resolved or if we have any more issues with billing. We consider this case open and ongoing until such time as DASCO sends us an invoice showing these charges as paid.
  
  Regards,
  
  ****** *******

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