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Complaint Details
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Initial Complaint
05/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Contacted by this American Standard *************************** to provide office notes for a patient. The patient has paid $2700 for equipment that has not been ordered by a physician through this company. There was no release of information, and no request for an order. Sales representative, *** said he does not need an order, just a note saying the patient is using oxygen. This does not meet *** requirements.
Business response
06/01/2022
We are an out-of-pocket provider of oxygen concentrators. As such, we are required to follow *** rules and we do require a prescription be on file before we ship a concentrator. Because we do not accept insurance of any kind ********* included), we are not required to have doctors orders. Our representative was reaching out to this physician on behalf of the patient to request a prescription and in-correctly used the term note. We are coaching our employee on proper terminology.
This particular customer did not ultimately purchase any equipment from us. We apologize for any confusion this may have caused and strive to have a well-trained team. Please contact me directly at ************************************ if there are any further questions or you need more information.
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Get a QuoteCustomer Complaints Summary
12 total complaints in the last 3 years.
7 complaints closed in the last 12 months.