ComplaintsforPacific Mothers Support Inc

• Initial Complaint

  02/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 8, 2021, I was charged for the Spectra S1 breast pump by the company in question. Although I had registered and browsed their website prior to purchasing, I ultimately decided to order the breast pump from another company. Unfortunately, the company's registration process was misleading, and I was unaware that I had inadvertently ordered the pump.To compound matters, the company processed the mistaken order and shipped the pump. As insurance only allows for one breast pump order per year, and the company had already double charged my insurance, I received a bill for the full cost of the pump I had not intended to order. Moreover, the company charged me well above the market cost of the pump, a staggering $385.70, when the actual cost of this model pump is $210, plus shipping and handling.Despite my numerous emails and phone calls, the company, at best, only reduced the cost to $286, which is still well above market value. Despite my insistence that I return the pump, which is in factory condition and sealed, unopened, and unused, they refuse to accept the return.It is concerning that this company employs predatory marketing strategies that target a vulnerable population of mothers caring for newborns and infants, who may find it challenging to navigate complex insurance and corporate rules.My objective is for the company to accept the return of the pump and to correct the wrongful billing for this order.

  

  Business response

  02/27/2023

  Thank you. NOTE: due to HIPAA regulations, we are not permitted to share patient intake and order documentation with the BBB or any online review organization. Patient documents and disclosures can be obtained through legal representation.
  
  Our ordering process has been in place for over 3 years and this is the first time we have ever been informed that it is either misleading or confusing. For context, we process about ****** requests per week. A large enough number of orders to know if any step along the way is confusing. 

  
  Our ordering process is fully documented. Each patient is required to submit an initial registration which is reviewed upon receipt by our employees. Once benefits have been verified, an email is sent to the patient stating it is time to select their pump and finalize the order. The patient may browse the options available, and select their pump of choice. 
  
  Before submitting their order, they must agree to all terms and conditions which include:

  Benefit usage: "Have you already received a breast pump for this pregnancy?" If patient indicates "yes" we DO NOT PROCEED. 
   
  Return policy: By checking the following box, I understand that PMSI does not accept the return of *ANY* breast pump once it has been opened and, due to their hygienic nature, pumps may not be returned to PMSI for any reason once opened.
  Further warranty and return terms and conditions: Returns are only eligible within 30days of receipt. To facilitate a return request, please email: ************************************
  This can also be viewed on our website: **************************************************************
  
  Assignment of benefits: I request payment under my medical insurance to be made directly to PMSI. In the event my medical insurance does not make payment, I agree to be personally liable for all charges. I authorize any provider of my medical information to release any information necessary to determine services, benefits, and payment on my behalf.
  
  Date of Service: I understand the "Date of Service" is the date in which equipment is provided to me. Orders placed at the end of a calendar month may be fulfilled the next month. I am responsible for notifying PMSI if my insurance is changing and will impact the claims process.
  
  I understand that PMSI will keep all personal information submitted on this form private as per HIPPA guidelines.
  
  Further consent with signature is also obtained:
  I understand that the specific services listed below may not be covered in full by my health insurance policy and are not included as part of another service or have been determined to not be medically necessary. I choose to receive the specific service(s). I agree to pay for any non-covered/not medically necessary service(s).
  
  It is important to note that all these agreements must be met before a patient can submit their order. PMSI has documentation of agreement to all terms and conditions for this patient on file.
  
  Once an order is submitted, a patient immediately receives an email stating their order has been received along with an overview of the item/s they have selected, and our company contact information.
  
  If a patient does place an order by mistake, they are required to notify us as soon as they realize they have made an order by mistake or when they receive their equipment. Orders are processed in about 1 day and arrive in 2-3 days. This gives the patient ample time to obtain return authorization from us. We allow returns up to 30 days of receipt in accordance with our detailed return policy. If a patient receives equipment from us (which is branded with our company logo on the shipping box for easy detection) and believes they ordered it by mistake, it is their responsibility to notify us at that time. Our return policy is in place to allow for these types of situations. This patient notified us of their mistaken order 67 days after receiving it. 
  
  Pricing: We bill each claim according to the allowed amount set forth by the insurance provider. If an insurance provider denies said claim, the insurance provider dictates the amount to be charged to the patient. In the event that this amount is higher than reasonable retail rates, we will reduce the rate at the patients request. Our company cross references pricing among online retailers and determines a price that is within reason plus applicable sales tax. We do not price match big box retailers nor Amazon. Note: We do not bill the patient for the time spent processing the insurance claim/s and denial/s. 
  

  In summation, all terms and conditions were agreed upon by the patient. 

   

  
  

  Customer response

  03/03/2023

  Last interaction was via email 2/1/23 while awaiting to hear if they were going to refund me or not.

  Customer response

  03/08/2023

   
  Complaint: 19413110
  
  I am rejecting this response because:

  The company should allow for a return of a completely unused factory sealed device from the ordering party.
  
  Sincerely,
  
  *********************

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