ComplaintsforZoll Lifecor Corporation

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was fitted with a Zoll Life Vest after an 5 day stay in the ICU after a kidney infection caused problems for my heart also. I was told I had to wear the vest in order to leave the hospital. I was also told it was covered completely by my insurance provider, Blue Cross. In fact, my release was delayed while this approval was being sought out. Then when the customer service rep fitted me for the vest, I was again told my insurance was approved to cover 100% cost. I then wore the vest for 3 months between end of April to July 2022. Returned the vest and received notification from my insurance that Zoll had billed them and that the bill was accepted and paid. No copay, esp because our deductible has been met. It's now March 2024 and have received a bill for 689.91. Zoll phone rep stated it's for the amount we own after insurance. Then we call Blue Cross and they again say..NO we paid them and your policy at the time didn't have a copay or deductible. So you don't own. They even got on the phone with Zoll and have requested a review of the bill,stating the reason why. We are now waiting to see if anything comes from that. Wanted to create this report because this is just flat out fraudulent representation by the Zoll company. It billing fraud..to collect from the insurance and then seek money us also. That's why we have the insurance we have. And what is with this not billing us for nearly 2 years? If this doesn't get resolved via Zoll speaking to our insurance or us directly, I will be bringing legal action against them.

  Business response

  03/07/2024

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

  Complaint ID:   ********
  Account Number:   ********
  
  Dear Ms. ******,
  
  ZOLL is responding to the letter regarding additional concerns for the above ID number.
  
  We spoke with this individual directly on 3/7/2024  to understand and address their concern.
  
  We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.
  
  We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.
  
  
  Sincerely,
  ZOLL Patient Support

  Customer response

  03/13/2024

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

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was hospitalized in July 2023 with extremely high blood pressure due to continuing heart problems. I was told that I may need a life vest as part of treatment. A representative from Zoll came to fit me with a life vest and I was just told how to wear it. I was asked to sign a paper stating that I had received the vest. No rental fees or other financial obligations were discussed. I was under the impression that my health insurance would pay for the entire thing. I wore the device for approximately three months, promptly returned it, and initially received no bills for the device. A few months later I received a bill from Zoll which was over $1,300.00. I called and spoke with a representative who informed me that my insurance did not fully cover it and that the rest of the cost was my responsibility. I was informed that there was an additional rental fee to be added to my bill. I was also informed that I had signed a letter of financial responsibility upon receipt of the device. She said that it was in the "fine print" of the receipt that I was told to sign and never given a copy of. I stated that I cannot afford this and am very upset that I was put into this now stressful situation with my chronic heart condition. To avoid having them register a complaint with the Credit Companies, I agreed to pay them $20.00 a month, thus adding another financial expense to me for many years to come. This is very deceitful and dishonest of this company to charge such money without clearly advising the consumer of the substantial rental costs that are not covered by insurance. Based on reading other complaints and reviews, I am not the first one this has happened to. I also want to share this story with as many people as possible so that they will be aware to talk with the insurance company before accepting this device so that they will not be faced with this unexpected billing crisis. It is morally unacceptable and unethical to deceive others when they are sick and elderly.

  Business response

  02/26/2024

  ******** *** ****
  *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****
  Complaint ID: ********
  Account Number: ** ******
  Dear Ms. *******:
  ZOLL is responding to the letter for the above ID number.
  We have contacted this individual directly to understand and address their concern. We have
  been able to resolve their concern.
  We care deeply about patients and families dealing with heart disease and are committed to
  ensuring patients have a positive experience with the LifeVest wearable defibrillator.
  We work every day to provide our patients with safe, high quality products and the support they
  need. Our team is available 24/7 at ************** to answer questions and offer support for
  patients, their loved ones, and caregivers.
  Sincerely,
  ZOLL Patient Support

  Customer response

  03/07/2024

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

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used a Zoll Life Vest from May 6 2023 until I received a defibrillator implant at Barnes Jewish Hospital on August, 7 2023, 3 months. Zoll was notified immediately and they picked up the Life Vest. Zoll billed me a gross amount before insurance and adjustments of $4720 per month. Their statement date to me dated September 1, 2023, enclosed, showed a balance due of $576.48. This balance total consisted of $165.12 for July 6 and $411.36 for May 6. I paid this in full with my personal Citi Bank Visa Card on November 22, 2023. They continue to bill me for these same two service dates. $.01 for May 6 and $394.87 for July 6, totalling $394.88. I have explained this to them over a phone call and also in writing, mailing them documentation. I suspect they misapplied my credit card payment of November 22. They need to credit my account ******this amount of $394.88 as I do not owe them anything.

  Business response

  02/20/2024

  Complaint ID: ********
  Account Number: ********
  
  
  Dear M*. ******:
  
  ZOLL is responding to the letter for the above ID number.
  
  We have made multiple attempts to contact this individual directly to address and resolve their concern but have been unsuccessful in reaching them. Two voicemails were left with the individual with no return call.
  
  We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.
  
  We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at 1-800-543-3267 to answer questions and offer support for patients, their loved ones, and caregivers.
  
  Sincerely,
  ZOLL Patient Support

• Initial Complaint

  02/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was released from the hospital ICU in late Dec 2023. That same day a Zoll representative showed up in my room and requested to fit me for a life vest at my Doctors request. He quickly fitted me and I had worn the vest for less than 5 minutes when my doctor arrived to inform me and the Zoll representative that we would not be needing the vest as a collective medical decision on how to proceed with my heart treatments had preempted its need and did not support it. He and the Zoll representative discussed and my doctor agreed to call the Zoll management representatives at his main office to notify them. He agreed to do so. I took off the vest and left it in the same shipping box it arrived in as my doctor and Zoll representative instructed me to do so someone from Zoll could come pick it up. I did as instructed and that was the last time I saw the vest. Now I receive a bill from Zoll for $602.82 as the patients portion wanting immediate payment after they processed a claim thru my advantage plan Humana PPO. I’m also reaching out to my Medicare advantage plan to quiz them on why they approved partial payment when the vest was returned to Zoll in new condition immediately as a result of a collective medical decision by my cardiologist. I’d like some good answers as to how this isn’t Medicare fraud for them to take the new vest back immediately and then bill my advantage provider for a new vest.

  Business response

  02/07/2024

  ******** ** **** *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****
  
  
  
  Complaint ID: ********
  Account Number: ********
  
  Dear Ms. ******:
  
  ZOLL is responding to the letter for the above ID number.
  
  We have contacted this individual directly to understand and address their concern. We have been able to resolve their concern.
  
  We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.
  
  We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at ************** to answer questions and offer support for patients, their loved ones, and caregivers.
  
  
  Sincerely,
  ZOLL Patient Support

  Customer response

  02/08/2024

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

  02/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was hospitalized with congestive heart failure in February 2023. I was told that I needed a lifevest as part of treatment. When the nurse came to my home to fit my vest, I was told that it was covered by my insurance and that they wouldn't come out if it wasn't covered. I asked the nurse specifically about the cost as I was not going to be working for at least five months due to my condition. I was assured once again and accepted the device fitting. I wore the device for approximately three months and received no bills for the device. I received the first call two weeks ago while at work and was unable to answer. I spoke to a representative today and was informed that my insurance did not cover durable medical equipment. It has almost been a whole year and I'm just now hearing about an insurance issue. This was all taken care of. It is deceitful and I am unable to pay $5890.00. This needs to stop occurring! It is stressful for people dealing with a life altering diagnosis. I needed it to survive. I would have rejected the use of it if I knew it was not covered. It was returned on time and I heard nothing for months.

  Business response

  02/07/2024

  ******** ** **** *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****
  Complaint ID: ********
  Account Number: ********
  
  Dear Ms. ******:
  
  ZOLL is responding to the letter for the above ID number.
  
  We have contacted this individual directly to understand and address their concern. We have been able to resolve their concern.
  
  We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.
  
  We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at ************** to answer questions and offer support for patients, their loved ones, and caregivers.
  
  
  Sincerely,
  ZOLL Patient Support

  Customer response

  02/07/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  Better Business Bureau:
  
  I have reviewed the response made by Zoll Life Vest in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  I appreciate that they will be working hard with their insurance team to make sure that systems are in place so that this doesn't happen to another patient. 

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

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was hospitalized in November 2023. I was told that I needed a Zoll Lifevest. Zoll came to fit me and explain how the vest works. I was told my insurance company would pay for the vest in full and that I would not have to pay for it. I specifically asked. I was discharged with the vest and have been wearing it as directed by my cardiologist. Two months later I just received the first invoice for $670.00 the first month of wear. When I called Zoll to discuss I was told the amount is actually double that because the invoice for the second month of wear is in the mail. Why did it take 2 months to receive the first invoice? I am into the third month of wearing the device and do not have a follow up for another month meaning I will now be billed $2,700.00 by the time I am to see the cardiologist again. I was told in the hospital that this was approved by insurance for complete coverage and would not cost me. I cannot afford this device that I was told I have to wear. This is deceitful and dishonest of this company to charge such money. Based on reading the other reviews, I am not the first one this has happened to. I am a senior citizen living on a very fixed income in addition to having a bedbound wife in hospice care who we have to pay private care to come in and help take care of because of my medical needs I cannot care for her in the capacity she requires. I cannot afford this and am very upset that I was bamboozled into wearing this and being put into this now stressful situation.

  Business response

  01/26/2024

  ******* *** **** *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****
  
  
  
  Complaint ID:   ********
  Account Number:   ********
  
  
  Dear Ms. ******,
  
  ZOLL is responding to the letter regarding additional concerns for the above ID number.
  
  We spoke with this individual’s daughter directly on 1/26/2024  to understand and address their concern.
  
  We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.
  
  We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at ************** to answer questions and offer support for patients, their loved ones, and caregivers.
  
  
  Sincerely,
  ZOLL Patient Support

  Customer response

  01/26/2024

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

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  January 22, 2024 To: Zoll Customer Service Complaints/Billing and No Answers to Questions Fr: **** ****** Account: ****** Invoice: ******* In early October 2023, Zoll Life Vest was sent to our apartment in Sherman, Texas, to fit my wife for a life vest until an operation scheduled for October 30, 2023, was accomplished by Dr, **** ******* of Plano, Texas. The lady was professional, fast, and went through things quickly. I am 85 and my wife is 71 at the time. She demonstrated and answered questions. Never, did I get a straight answer of how much it would cost. The answer was, It was covered by Medicare. Never got an answer. The first night was a nightmare, had to call the hotline at 2:30 AM for help. After two nights of false alarms and little sleep, we decided not to use it. We kept the vest till around the 26th of October before UPS came and got it, after 3 tries at trying to gain contact. The equipment was kept for less than a month and sent back. It appears I was charged for 2 months which is wrong.. I was startled to see the bill of $602.82 and the first of any idea of the charges. After trying to call Zoll from the phone number on the bill, my first encounter was - I just answer phones don't know, rudely. The second time I called the lady told me she couldn't answer my questions about the bill or equipment. No place on the bill does it have any help with billing other than a 3rd party you call. I tried to get help from the Doctor's office and also from Humana, (My Insurance). Both entities got frustrated with Zoll. Without an explanation from Zoll, the $602.82 ( bill wanted $1205.64) was paid from my supplemental insurance from Humana. Humana never got an explanation, (Patient Advocate), doctor's office tried several times with no answers. Besides the many times, I tried to get help - nothing from Zoll. No one called back. **** ****** *******************

  Business response

  01/25/2024

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

  Complaint ID:   ********
  Account Number:   ********
  
  
  Dear Ms. ******,
  
  ZOLL is responding to the letter regarding additional concerns for the above ID number.
  
  We spoke with this individual’s spouse directly on 1/25/2024  to understand and address their concern.
  
  We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.
  
  We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at ************** to answer questions and offer support for patients, their loved ones, and caregivers.
  
  
  Sincerely,
  ZOLL Patient Support

  Customer response

  01/25/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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. They were very helpful, professionally, and through. I thank them and wish it hadn't had come to this point. 
  
  Regards,
  
  **** ******

• Initial Complaint

  01/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a complaint regarding the cost of the Zoll life vest. I was not allowed to leave hospital without it. I had insurance and they continue to bill me for $5000. The vest was washed and returned as instructed to be used again. Keep in mind insurance paid a part and I paid $1500.

  Customer response

  01/12/2024

  I was in the hospital with heart failure. I was required to wear a Zoll LifeVest before leaving. I had Aethna and MC insurance at the time. They keep sending me a bill that keeps getting higher. The original bill was $5000+ and agreement was that the vest be cleaned and returned. Which I did. I paid $1500 and told them that was all I could afford. Now. I’m receiving a bill for $3619. The online information states the vest only cost ??2000. I think this is a ripoff. My insurance paid and so did I. But keep getting billed. I feel they have received more than their worth.

  Business response

  01/15/2024

  Complaint ID:   ********
  Account Number: ********
  
  
  Dear Ms. ******,
  
  ZOLL is responding to the letter for the above ID number.
  
  We have made multiple attempts to contact this individual directly to address and resolve their concern but have been unsuccessful in reaching them. Two voicemails were left with the individual with no return call.
  
  We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.
  
  We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at ************** to answer questions and offer support for patients, their loved ones, and caregivers.
  
  Sincerely,
  ZOLL Patient Support

  Customer response

  02/01/2024

  ***** ******* ****** * ************************ ***** **** *** *** **** ** **** ** ******** *** ******* **** ******* *** **** *************************
  
  Zoll - My problem was resolved. They called and wrote off the balance. Thank you for all your help. Thanks, ******

• Initial Complaint

  11/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was fitted at hospital by Zoll Representative shortly after double bypass surgery around 09.25.2023 at ** ********* Hospital. Zoll representative had me sign documents while still hospitalized and heavily medicated due to open heart surgery less than a week prior. Since then the original vest issued has had to be replaced due to data storage issue and the second vest has been plagued with false alarms and coming close to initiating treatment while I was fine. The vest caused rubbing of and enlargement of my sternal scare coming close to causing serious infection in sternal wound. The slight compression of the vest on my lower ribs caused considerable pain and discomfort as well. I was also told my insurance covered the cost of the vest. This in my opinion is misleading and unethical..!

  Business response

  12/03/2023

  December 3, 2023
  
  
  *** ** ******* ************ *** * **** ****** ***** *** ********* ** *****
  Complaint ID:   ********
  Account Number:   ********
  
  
  Dear Ms. *******
  
  ZOLL is responding to the letter regarding additional concerns for the above ID number.
  
  We spoke with this individual directly on 12/1/2023  to understand and address their concern.
  
  We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.
  
  We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at ************** to answer questions and offer support for patients, their loved ones, and caregivers.
  
  
  Sincerely,
  ZOLL Patient Support

• Initial Complaint

  09/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My 85 year-old mother-in-law was given a Zoll Lifevest at Discharge on 07/22/23 following surgery. The Zoll Lifevest representative had came into the room while no family members were present to talk with her about this device. It is well documented in her charts that she is unable to see & is awaiting eye surgery. The Zoll Lifevest representative told her that the device was approved by her insurance company and she would have NO out of pocket expenses for the device. She was then given paperwork to sign with the representative explaining that the paperwork was only to state that she was fitted with the Zoll Lifevest and instructed on how to use the device. Zoll Lifevest sent a bill for over $600 which is what Zoll Lifevest states is her "copay". When we contacted the company they said that is the bill that she owed and she signed paperwork stating she would pay that amount. The phone representative did not care that my mother-in-law was lied to about the cost. If she had known that there was a cost associate with the vest she would have refused it. This is a warning to everyone who has a loved one in the hospital following cardiac surgery - Do not leave them alone. Zoll Lifevest was unethical at best, and predatory to take advantage of a patient with vision problems, trusting someone who was acting as a medical professional during a stressful time. I have made certain to instruct my family to never allow one of these Zoll Lifevests for myself based upon this experience. I also share this story with as many people as possible so that they will be aware to personally talk with the insurance company before accepting this device so that they will not be faced with this unexpected billing crisis.

  Business response

  09/28/2023

  
  
  ZOLL is responding to the letter for the above ID number.
  
  We have made multiple attempts to contact this individual directly to address and resolve their concern but have been unsuccessful in reaching them. Additionally, we require a patient name or ID number to properly investigate the complaint.    
  
  We care deeply about patients and families dealing with heart disease and are committed to ensuring patients have a positive experience with the LifeVest wearable defibrillator.
  
  We work every day to provide our patients with safe, high quality products and the support they need. Our team is available 24/7 at ###-###-#### to answer questions and offer support for patients, their loved ones, and caregivers.
  
  Sincerely,
  ZOLL Patient Support

*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. ↩