ComplaintsforInfusion Solutions, Inc.

• Initial Complaint

  06/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Being charged for two items which I didn't agree to. No one from Infusion Solutions informed me about these tow charges prior to being charged for them. Since one of the charges was for out of network procedures I would never approve that without my prior authorization. The other item that was billed to me I didn't even find out about until I received my statement.

  

  Business response

  06/29/2021

  Infusion Solutions Inc.
  
  Home Infusion & Specialty Pharmacy
  
   
  
  Infusion Solutions Inc.
  
  477 W Horton Rd
  Bellingham, WA 98226-1205
  Phone: 360-933-4892
  Fax: 360-933-1197

  Tuesday, June 15, 2021
  
  Better Business Bureau
  Northwest & Pacific
  * * *** ****** ****** ** *****
  
  BBB#********
  Dear Sir or Madam:
  
  Thank you for your inquiry regarding the above referenced complaint number. We are familiar with Mr. ****'’s complaints and are providing a comprehensive list of notes, copied exactly as documented, from his account. As you will see, our office was very pro-active with informing this patient of his obligations prior to services being rendered. He signed an agreement and our office billed him accordingly. Copies of the documents discussed are
  also attached for your convenience. With, of course, specific medical information not pertaining to the collection of the account, redacted.
  
  2020-12-08_ Account Note: billing SOC 12/5/20 nursing visit @ $125.00. I have a signed FRA showing patient approval. The intake work up shows patient responsibility estimated at $338.35 per week (7d/irnv). This patient was admitted on Friday 12/4/20, but as of Saturday 12/5/20 he had advised our RN that he is unable to do this at home.
  
  * Statements continued per our policy with no response from patient.
  
  * 2021-05-05_Account Note: STMT #4 FNL #1 $440.72 included letter from Reimbursement Manager (copy attached) with payment plan options *2 payments $220.36 *3 payments $146.90 *4 payments $110.18 First payment due by 5/31/21 or Collections submission - Scanned copied in documents
  
  * 2021-05-17_Account Note: Collection Prep $440.72 - ***** **** left me a phone message asking for the insurance billing copies. I could send him a billing copy for his Part D $25.99 copay. He should have the ******* *** Adv EOB for his 20% coinsurance. The 2 nursing visits are SELF PAY. He has been provided a FRA copy with statement #2. He has been provided with a RM letter with payment plan options.
  
  * 2021-05-20_Account Note: Late entry 5/19/21 5pm: STMT #5 ***** **** called asking for a complete statement with insurance coverage noted. Mailing this out today 5/20/21.
  
  * 2021-05-20_Account Note: GOT A CALL FROM ******* MEDV REGARDING THIS PATIENTS BALANCE. I EXPLAINED THAT $25.99 WAS HIS DRUG COPAY AND $164.73 WAS FROM HIS 20% CO-INS, WITH THE REMAINING $250 COMING FROM HIS SELFPAY NURSING. THE REP ASKED WHY WE DIDNT BILL ******* FOR THE NURSING AND | TOLD HIM THAT ******* DOESN'T COVER *****. THE REP TRIED TO ARGUE
  SAYING THAT YES THEY DO COVER NURSING, BUT ONCE I EXPLAINED THAT WE WEREN'T PART 8 PROVIDERS | THINK IT CLICKED FOR HIM. | ALSO SAID THAT WE HAVE A SIGNED FRA FOR HIS TREATMENTS. HE ASKED IF WE HAD AN ABN AND | SAID NO, ******** SPECIFICALLY FORBIDS ********** PLANS FROM USING ABN'S. HE THANKED ME AND SAID HE WOULD GET BACK WITH THE PATIENT.
  
  * 2021-05-21 Account Note: Per Brandy at ******* we should bill ******* for denial. #***-***-**** / Call refi## ******

  * 2021-05-21_Account Note: ******* GOT A CALL FROM ******* MEDV WHILE | WAS ON ANOTHER CALL. ******* TOLD ME THAT ANOTHER REP CALLED REGARDING THIS PATIENTS ACCOUNT AND SAID THAT WE SHOULD HAVE BILLED THE NURSING TO ******* FOR DENIAL. THIS IS WRONG, SINCE ******* MEDV DECIDED TO FOLLOW MCR GUIDELINES THAT MEANS *****/$9602 ARE STATUATORLY EXCLUDED SERVICES AND THEY HAVE NO RIGHT IN HOW WE HANDEL THESE CODES. | CALLED ******* BACK AND GOT THE SAME GUY WHO CALLED ME YESTERDAY WHO REMEMBERED THIS PATIENTS ISSUE. |
  EXPLAINED THE ABOVE TO HIM AGAIN AND HE SAID HE WILL CALL THE PATIENT AND EXPLAIN THIS AGAIN, SINCE APPARENTLY THE PATIENT CALLED BACK AGAIN TODAY AND THATS WHAT PROMPTED THIS CALL. HE SAID REF IS THE SAME AS FROM *******'S NOTE REF#******
  
  * 2021-05-21_Account Note: CALLED THE PATIENT TO SEE IF 1 COULD HELP EXPLAIN HIS BALANCE ANDSITUTATION TO HIM. LVM
  
  * 2021-05-25 Account Note: PATIENT RETURNED MY CALL. | SAID | WAS CALLING TO HELP EXPLAIN HIS BALANCE TO HIM SINCE | HAVE GOTTEN 2 CALLS FROM ******* OVER THE PAST WEEK REGARDING HIS ACCOUNT. HE SAID HE WOULD NOT TALK TO ME UNLESS WE REMOVED THE CHARGES FROM HIS ACCOUNT, | TOLD HIM | CANT DO THAT SUT | COULD EXPLAIN IN DETAIL WHY HE OWES WHAT HE OWES. HE SAID NO, HE WILL CONTINUE TO MAKE COMPLAINTS ABOUT US TO ******* MEDV AND HE SAID HE IS GOING TO CONTACT THE BBB ABOUT OUR 'SHADY AND UNLAWFUL BUSINESS PRACTICES’. HE THEN SAID HE WAS TO GO AND HUNG UP ON ME. HE WASN'T HOSTILE WHEN WE WERE TALKING, BUT WAS OBVISIOULY MAD. ONLY NOW DID | LOOK BACK IN THE NOTES AND SEE THIS HAD BEEN AN ISSUE FOR QUITE A WHILE, I'LL FWD THIS TO ***** AND ***** ANYWAYS.
  
  * 2021-05-27_Account Note: ***** **** called, very pleasant conversation. He has questions: asked why the nursing was not billed to *******. | explained nursing is not covered by ******* *** Advantage & that he was quoted that up front. The FRA he signed states that he is financially responsible for nursing. ***** insists ***** did not tell him that nursing was “out of network". | explained it is not "OON", it is not covered. | offered to set up a payment plan, he declined as he is submitting this info to be reviewed. (lam not sure what that meant).
  
  As you can see, Mr. ****’s complaint of not being informed is unfounded. He was made fully aware that these items were not covered by his plan prior to receiving services. This is proven by his signature on both the Financial Responsibility Acknowledgment and the Assignment of Benefits/Consent form (counter signed by a nurse) prior to receiving services. Our office, as well as his insurance company, has explained this to him multiple times. We have been more than cooperative and generously offered Mr. **** several options for interest free payment plans which he has not responded to.
  
  Attached are copies of the Financial Responsibility Acknowledgment; Assignment of Benefits/Consent form; and Letter offering interest free payment plan. The only redaction is the type of therapy rendered on the Financial Responsibility Acknowledgment form as that has no bearing on this issue.
  
  We will hold further collection action on this account for 30 days for your response. At that time we will be assigning Mr. ****’s account to a collection agency.
  
  Thank you again for your inquiry. If you require further information, please reach out to our office any time.
  
  Sincerely;
  
  Rebecca R***
  Reimbursement Manager
  Infusion Solutions Inc.
  
  Encl.

  *****All supporting documents redacted by BBB*****

*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. ↩