Gripe Time!!!

[EVELYN]

Ok, it's time to get some feedback from vr.com. So, here we go.

Ever since Tyce had his OHS, we have purchased our Protime and Coaguchek supplies from QAS. They have always sent out the supplies within a day and then charged our TWO insurances for payment with no problem

This week I called them to order additional strips, controls and capillary refill tubes and was told that they will NOT send out our supplies because they were no longer participating in Tyce's insurance and also because they had not been paid for a previous order.

Sooooo my husband went on line, called his insurance company and was told that they HAD in fact been paid and have not yet cashed the check for one order, filed another CLAIM incorrectly and were subsequently paid for that, and received a third check eons ago for an order placed last year. SOMETHING IS WRONG WITH THIS PICTURE!!!!

WE ARE FORTUNATE ENOUGH TO HAVE DOUBLE COVERAGE, so whatever my husband's insurance doesn't pick up, MY insurance does. They have now told us that WE must pay up front over $389 for supplies and they will file against the insurance companies on our behalf.In my opinion, this is ABSOLUTELY incomprehensible.

So, I guess I'm asking what your opinion of this is and if anyone knows of another place to order strips, controls and refill tubes that is NOT QAS.

Thanks for listening and for letting me vent......and all along I thought QAS was a great place to do business.....

Evelyn

[Ross]

Evelyn have you talked to Lance Visnich? If not, let him know whats going on and get him involved in it. If it can be fixed, he'll make sure it is.

Lance Visnich
QAS
800-563-5680 ex 2865

[twinmaker]

Evelyn, I purchase my INRatio supplies from a company called Raytel Cardiac Services. There is a middle person involved with my insurance called Homelink. They submit the claims to our insurance company and deal with Raytel. Anyway, I thought I'd send you Raytel's information and you can see if your insurance can be used with them. Here goes:
Raytel Cardiac Services
5 Waterside Crossing
Windsor, CT 06095
877-729-8350
You could give them a call and check things out. I hope this helps. Let me know if you need anymore information. LINDA

[Mary]

Evelyn,
I don't have a clue about any of this, but when I read your title, Gripe Time, I figured it must be something pretty big to get a complaint out of you.
So, the only thing I have to say is,
"YOU GO GIRL!" :p :p :p

[Karlynn]

If you're considering Raytel, you may want to do a search here on them to read the insurance issues there. Supposedly now, United Healthcare is the only company that they will bill directly. Everyone else must pay outright and then file on their own with their own insurance companies. The reason for this is that, supposedly, they were not getting paid by insurance companies.

[twinmaker]

I just did a search on here about Raytel and couldn't believe the problems everybody seems to be having. I just ordered and received a box of test strips which arrived yesterday from Raytel. Maybe it's because our insurance uses a third party that acts as a go-between. On the Raytel invoice, it read: HOMELINK (this go-between, for lack of a better term) will submit a claim to your insurance company for reimbursement. Maybe HOMELINK is paying for the test strips and then they are getting reimbursed by my insurance.? I could call and ask how this works. I don't use the service plan with Raytel as far as calling in my INR or such. When I called my insurance company to get a machine last year, they put me in touch with HOMELINK and they took it from there. They contacted Raytel, and Raytel contacted me. Got my machine and have been getting testing supplies with no problem at all. HOMELINK even calls to ask if I've received my supplies when I call in an order. LINDA

[EVELYN]

Thanks, all.

I just called Raytel and they don't handle Coaguchek strips, which is fine, because I really liked using QAS until this last debacle......

Rossman, I have called Lance and left a message. I hope he gets back to me some time today.

Evelyn

[Ross]

If he's there today, he should. Even if he doesn't, get on him first thing Monday and talk only to him.

[EVELYN]

Hi Linda

We used to have something like "HOMELINK." It was called "options unlimited" and they, too were wonderful. However, my husband's insurance dropped them and I guess left everyone to fend for themselves.....It's nasty. He has been on the phone all morning between horizon healthcare, principal life and QAS. Apparently they have been paid twice but never cashed the checks....they were sent to the right place, too. QAS is saying our deductible is $750, when Tyce was just told that if we couldn't get our supplies from anyone in our "network", QAS would be treated as "in network" and our deductible would only be $300......unbelievable.

I'm at the point that I'm not even getting involved because it's so damned frustrating!!!!

Evelyn

[Kathleen]

Evelyn have you talked to Lance Visnich? If not, let him know whats going on and get him involved in it. If it can be fixed, he'll make sure it is.

Lance Visnich
QAS
800-563-5680 ex 2865
Ross
Each time a post is noted with a problem we are told to contact Lance. It certainly would be nice to have the proper customer service from more than one person at QAS. My file went round and round with QAS including Lance. After months I was told QAS is not a subscriber for BCBS Federal Employees. Once you have the home monitor in place these issues and changes should not be coming about. I can not imagine what a diabetic person would do if it was such a hassle to get a home tester and supplies. There has got to be an easier and less expensive way for coumadin users to gain control of these testing machines and supplies.
Kathleen

[KristaDeAnn]

Kathleen I agree. Im very upset with QAS right now. I DID finally get in contact with a "Debbie" in customer service that is trying to get an authorization for my test strips but who knows if that will come about or not.

Here is my story I wont go into ALL the details as I just get angry each time I start talking about it. It took my insurance 5 MONTHS (which was a whole different nightmare all on its own) to finally reimburse me for my machine...when they did....they sent my reimbursement check to QAS EVEN AFTER I HAD TOLD THEM ON NUMEROUS OCCASIONS THAT I HAD ALREADY PAID IN FULL AND IT NEEDED TO COME TO ME!!!!!!!

Okay so I contact QAS and tell them what has happened...(YES, I talked to Lance who referred me to Michele who referred me to Lourdas in accounting...)

My check was sent out by Blue Cross on May 19th....here it is June 15th..and I still have no check.. I called QAS AGAIN..(mind you I have sent no less than 8 emails in the mean time requesting the status on the check that was sent there.....nothing.........numerous excuses from Lourdes..."My computer isnt working"...."they are moving my desk today"..."I have been out of the office"..blah blah blah...etc etc etc.... Im thinking "what the heck is taking so darn long to send me my check?" Geeez even if I had not called you would think the check would show up..they would look at the account and see it was already paid and issue a check back to me and mail it...how long can this take? a few minutes.

I call again..this time I speak to Debbie she tells me that they already sent out a check that was 23.00 less than what my insuance sent them... (What the ?????) and I am told that they already sent the check to me at my work address...

Now Im really getting angry and tell them I want to speak to a manager...ANY MANAGER.. After being dumped in numerous voice mail boxes and bouncing back to the operator, I am literally FUMING!! Finally I get Shane who is the manager in customer service...explain my situation to him and he is just as baffled as I am about WHY they are sending me a refund for LESS than what my insurance sent them. Not only that as I am on the phone talking to Shane I notice I have a voicemail on my work phone...After speaking to Shane I pick up the voicemail and it is Debbie from QAS telling me that my check ACTUALLY DIDNT GET MAILED YET...IT SHE JUST FOUND IT IN TODAYS OUTGOING MAIL... (Yeah....right!! This is almost too much to even believe...)

Long story short I received my 2 checks today...one for the fifteen hundred and something dollars and another for the difference that was omitted off the first one.....

THERE IS NO WAY IM GOING THROUGH THIS EVERY SINGLE TIME I NEED SUPPLIES......NO WAY..

Debbie called me later and said she would try to get a referral for me where I can get my strips and THEY will bill my insurance. What I dont understand is why couldnt they just do that to begin with. This whole entire process has been a complete nightmare that I do not care to repeat. Not only that but I had just ordered supplies..so guess what? I get to look forward to this entire thing happening again once my insurance agrees to reimburse me for my strips... Im SO DISCOURAGED!!!! Thanks for letting me vent.

Ross if Lance has the answer to all of these problems he would be my new hero...... I want a provider that WILL deal with my insurance..I dont have the strength to do this over and over. It is just too much. Too much stress.

If anyone has any suggestions I WOULD LOVE TO HEAR THEM.. Sorry if I have offended anyone with this post. It was much more mild than what I really felt like saying..but then again I have had 5 months to stew about it..!!

[EVELYN]

Wow, Krista, you sound as frustrated as we are!!! I'm at the same point as you are.....but don't feel bad, my saga continues, at least yours is over.

QAS has always been treated as a participating provider on my husband's insurance co, even though they have NOT been participating due to the fact that there is NO participators in his plan whocarry the test strips and other supplies.....ok, so that means $300 deductible vs. $700 deductible on our part. QAS also participated in United Healthcare until this year (which is my insurance that covers Tyce.)

Here's the deal as we see it now: QAS says we owe them $368 dollars for the deductible from 2005.....we have never ever received a bill from them. As a result, they won't send us any more supplies until they receive a payment from us that we never knew we owed.

They also want 1/2 the $$$ for the next order up front.....again, something they have never done in 4 years of dealing with them.

I did like Rossman said and called Lance. He didn't call me back, but had someone else do the same. I refuse to pay the $368 until I get copies of all, and I mean ALL the eob's and payments our insurances have sent them. I don't even know at this point if they filed against MY insurance.....

Personally, I don't think they know what the hell they're doing. You either get a voicemail, someone who has to call you back, or get transferred from billing to orders to insurance. We were on the phone almost ALL DAY this past Friday.......THAT'S UTTERLY RIDICULOUS and NOT the way to run a company. JMHO.

Suffice it to say, I know where you're coming from!!!



Evelyn

[Sagebrush]

Hi All, I have had the same experience.....I am dreading reordering my supplies....I only have two tests left....ugggggggggggg.....and has anyone noticed that billing comes from some place in Wisconsin??? What this.....their billing isn't the greatest...maybe this place in Wisconsin will get if fiqured out....really it shouldn't be that complicated.....so anyone want to start a company competing with them? Really with all of our experience in this we would be awsome!!! I have spoken with Flecia @ QAS and she is a life saver!!!

[geebee]

I have stopped working with QAS because of communication issues. I kept getting past due notices for a copay after I had called them on more than 7 occasions giving them the okay to bill the credit card they had on file for me. It was not until I made a really angry phone call that anything was done. Prior to that I was tying to be nice and it got me nowhere.
I think the issue is a lack of communication between departments or poor follow through. Every one I have ever talked to has been very nice and say they will take care of things but the outcome was still poor. I have always received orders promptly but the issues after that have been a real hassle.

[EVELYN]

Hi Gina


So where do you get your supplies????

Thanks.

Evelyn

[JimBob]

Evelyn,

I get my Coaguchek supplies from John Ban at Medical Xpress of SW FL at 15600 San Carlos Blvd., #13
Ft. Myers, FL 33908 - phone (239) 590-0167 or fax (239) 590-0107.

I don't have insurance so I have to pay for my supplies myself (and after reading what you and others have gone through with your insurance companies and "go betweens", it's worth it not to have these headaches).

Last time I checked a box of # 3116247 COAGUCHEK PT TEST STRIPS 48/BX (that should last you about a year) was about $220 or so from Medical Xpress. I wouldn't mess with a money-grabbing insurance company for double that amount!

Hope this helps,

Jimbob

[EVELYN]

Thanks, Jimbob


I was fortunate enough to find a great supplier....Medical Product Sales 866 677-5952 in Maine who is shipping me out a box of 48 test strips, 4 controls and 2 capillary refill boxes for $318 .....much less expensive than QAS. We are paying for them up front and then submitting it to our own insurance for payment. It's a shame, because we've been QAS customers for 4 years. They're sending it out this afternoon and I should have it Wednesday morning packed in dry ice.

Evelyn

[Ross]

Ross
Each time a post is noted with a problem we are told to contact Lance. It certainly would be nice to have the proper customer service from more than one person at QAS. My file went round and round with QAS including Lance. After months I was told QAS is not a subscriber for BCBS Federal Employees. Once you have the home monitor in place these issues and changes should not be coming about. I can not imagine what a diabetic person would do if it was such a hassle to get a home tester and supplies. There has got to be an easier and less expensive way for coumadin users to gain control of these testing machines and supplies.
Kathleen
I do not disagree with you in anyway and I'm sure Lance feels the same. The thing is, if your not getting anywhere with the people your talking too, you need to speak to someone in a supervisory position and Lance will get you to them. If their business is not up to par, they are not efficient and not making the money they could be, so of course it's of interest to him.

[QAS Lance]

Hello,

I am always available to answer any questions, so please call me any time you wish. If I don't have the correct answers, I make sure a manager or supervisor of the different departments is notified. We will work as quickly as possible to resolve any issues or questions. I can be reached at 800-298-4515 ex 2865 or by email at lvisnich@qasmail.com. Thanks!

Lance Visnich
QAS, Sales Supervisor

[KristaDeAnn]

Thanks, Jimbob


I was fortunate enough to find a great supplier....Medical Product Sales 866 677-5952 in Maine who is shipping me out a box of 48 test strips, 4 controls and 2 capillary refill boxes for $318 .....much less expensive than QAS. We are paying for them up front and then submitting it to our own insurance for payment. It's a shame, because we've been QAS customers for 4 years. They're sending it out this afternoon and I should have it Wednesday morning packed in dry ice.

Evelyn

Evelyn,
Do you think I could do the same... I dont want to deal with this anymore. I have to pay up front anyway...I wonder if it matters which company I use?

Let me know how your experience with them works out...Thank you Krista

[RCB]

Evelyn,

I get my Coaguchek supplies from John Ban at Medical Xpress of SW FL at 15600 San Carlos Blvd., #13
Ft. Myers, FL 33908 - phone (239) 590-0167 or fax (239) 590-0107.

I don't have insurance so I have to pay for my supplies myself (and after reading what you and others have gone through with your insurance companies and "go betweens", it's worth it not to have these headaches).

Last time I checked a box of # 3116247 COAGUCHEK PT TEST STRIPS 48/BX (that should last you about a year) was about $220 or so from Medical Xpress. I wouldn't mess with a money-grabbing insurance company for double that amount!

Hope this helps,

Jimbob
Jimbob,
Were you in Lubbock in the mid to late '70s- just wondering.

[JimBob]

RCB,

Wasn't in Lubbock that I remember - 'course if they run me out of one town, I just go somewhere else!:D

[EVELYN]

Just got delivery on my test strips, and they were COLD!!! The entire bill was $318 which included 48 strips, controls, and 2 bottles of capillary refill tubes. VERY EASY!!!! I'M VERY HAPPY!!!

If anyone wants to look into this company, it's called Medical Product Sales 1-866-677-5952 and tell them I recommended them highly.

What a pleasure dealing with this company.

Evelyn (Beede)

[RCB]

RCB,

Wasn't in Lubbock that I remember - 'course if they run me out of one town, I just go somewhere else!:D

You looked very much like the good friend named Jimbob I worked with there.
Don't worry, he was a great guy, that I just lost touch with him.:)

[traumahob]

I just did a search on here about Raytel and couldn't believe the problems everybody seems to be having. I just ordered and received a box of test strips which arrived yesterday from Raytel. Maybe it's because our insurance uses a third party that acts as a go-between. On the Raytel invoice, it read: HOMELINK (this go-between, for lack of a better term) will submit a claim to your insurance company for reimbursement. Maybe HOMELINK is paying for the test strips and then they are getting reimbursed by my insurance.? I could call and ask how this works. I don't use the service plan with Raytel as far as calling in my INR or such. When I called my insurance company to get a machine last year, they put me in touch with HOMELINK and they took it from there. They contacted Raytel, and Raytel contacted me. Got my machine and have been getting testing supplies with no problem at all. HOMELINK even calls to ask if I've received my supplies when I call in an order. LINDA
John's INRatio machine arrived yesterday from Raytel. They have been wonderful to deal with so far. He is 5 weeks post op and has started testing already.This was set up by the nurse practitioner that follows him with his surgeon. No hassle at all.I love nurse practitioners. Deb

[twinmaker]

Maybe I've just been lucky where this is concerned but a couple of weeks ago, I ordered a new box of strips from Raytel. They didin't arrive in the usual three days so when Homelink called to see if they came, I told them they hadn't. (They had been shipped to our old address in Florida by mistake.) They called Raytel and within three days, I had my strips. Then yesterday I received another box of strips. I called Homelink and they said they would check into the situation. I didn't know whether to keep them, send them back, etc. I was also a little concerned in case one of these boxes was sent to Florida and back to Raytel and then on to me (as far as heat). As a footnote, I've already used a strip out of the box I got last week and it was fine. I was right in range...3.2. Anyway, I got a phone call today from a very nice young man from Raytel to talk about the extra box. He told me not to worry about sending the second box back...just to keep them and my insurance wouldn't be billed for them. I couldn't believe it. When I open that box a couple of months from now, I'll see if the strips are OK. So, Deb, I guess you and I have had some very good experiences with Raytel. I've certainly been pleased with them so far. LINDA

[Richnlil2]

Wow im sitting here reading some of your guys problems with QAS and I cant believe what im reading. I just recieved my machine about 2 months ago, with 4 packs of testing supplies, i used them and it took 2 days to get a approval from my insurance company, (blue Cross) theyu were told to treat Qas like a in network provider and just sent me out 25 more testing strips, that will keep me going till dec of this year. I hope that i donthave a problem then. I wish you all the best of luck, ive been dealing with Helen in Case Managaement. good luck


:) Wow, Krista, you sound as frustrated as we are!!! I'm at the same point as you are.....but don't feel bad, my saga continues, at least yours is over.

QAS has always been treated as a participating provider on my husband's insurance co, even though they have NOT been participating due to the fact that there is NO participators in his plan whocarry the test strips and other supplies.....ok, so that means $300 deductible vs. $700 deductible on our part. QAS also participated in United Healthcare until this year (which is my insurance that covers Tyce.)

Here's the deal as we see it now: QAS says we owe them $368 dollars for the deductible from 2005.....we have never ever received a bill from them. As a result, they won't send us any more supplies until they receive a payment from us that we never knew we owed.

They also want 1/2 the $$$ for the next order up front.....again, something they have never done in 4 years of dealing with them.

I did like Rossman said and called Lance. He didn't call me back, but had someone else do the same. I refuse to pay the $368 until I get copies of all, and I mean ALL the eob's and payments our insurances have sent them. I don't even know at this point if they filed against MY insurance.....

Personally, I don't think they know what the hell they're doing. You either get a voicemail, someone who has to call you back, or get transferred from billing to orders to insurance. We were on the phone almost ALL DAY this past Friday.......THAT'S UTTERLY RIDICULOUS and NOT the way to run a company. JMHO.

Suffice it to say, I know where you're coming from!!!



Evelyn

[EVELYN]

Well, do you want to hear the BEST THING!!!!! I got a phone call yesterday from the VP of the new company I'm dealing with in Maine......he wanted to introduce himself and asked if everything was SATISFACTORY with my order!!!
Just wanted to "touch base" with his customers.

WOW!!! Could have pushed me over with a feather.......that's a first since I've ordered Coaguchek supplies.

I think this company is a keeper.

Evelyn

[QAS Lance]

Please make sure you fax a prescription to anyone that sells testing strips. This is a requirement by the manufacturers and the FDA. If you don't order from QAS we're sorry for losing a customer, but we don't want anyone to get in trouble with ITC, Roche or Hemosense. Most people that sell strips for cash, don't realize these are prescription only items, so be sure to give them the heads up. Thanks,

Lance, QAS

P.S. I will have someone from the manufacturers clarify the legalities about selling strips and meters.

[geebee]

Please make sure you fax a prescription to anyone that sells testing strips. This is a requirement by the manufacturers and the FDA. If you don't order from QAS we're sorry for losing a customer, but we don't want anyone to get in trouble with ITC, Roche or Hemosense. Most people that sell strips for cash, don't realize these are prescription only items, so be sure to give them the heads up. Thanks,

Lance, QAS
I don't want to be argumentative but anything that is limited by the FDA to prescription only has to carry the notice - "Federal law prohibits dispensing without a prescription". There is no such statement on the Hemosense test strip packaging indicating the requirement of a doctor's prescription. The devices and test strips are regulated by the FDA as far as quality control but I question the prescription only statement. If I am missing something, I would welcome a correction but I have yet to see a prescription only item without that statement.

[EVELYN]

Hi Gina

I'm kind of inclined to agree with you, so I just called 2 other suppliers of Coauchek and they both said a prescription was NOT needed for the ordering of supplies. However, I do plan to call Roche just to make sure. The script was the LEAST of my worries. I'll check my strips to see if they have that notation as soon as I get out to my motorhome because they're in the refrig out there and it's pouring rain up here. Will let you know more when I find out. Faxing a script is easy if it's necessary.....just have your cardio do it.

Evelyn

[QAS Lance]

Hello,

I know that each manufacturer requires a prescription to order test strips, and the patient self test meters cannot be sold without one either. When a new patient calls QAS for strips, and he or she is not a customer, a prescription is required. I imagine that same rules would apply to all distributors. Thanks,

Lance

[geebee]

Perhaps the manufacturer wants a prescription but the FDA does not restrict these products to sale ONLY with a prescription. I just wanted to point out that there is a difference and it may be on the resale side. It is not illegal to sell them without a prescription.

[HemoSense-Brendan]

Perhaps the manufacturer wants a prescription but the FDA does not restrict these products to sale ONLY with a prescription. I just wanted to point out that there is a difference and it may be on the resale side. It is not illegal to sell them without a prescription.

This is straight from HemoSense’s 510K document.

A.Statement of intended use: The INRatio Self-Test system is intended for quantitative Prothrombin Time Testing of fresh, capillary whole blood for monitoring of oral anticoagulation therapy by trained patients or their caregivers, on the prescription or other order of a treating physician.

We certainly believe that a prescription is the most common (vs. physician’s order) way customers acquire the INRatio. One or the other would be necessary to dispense our products to a patient since it is NOT an OTC product. Since the monitor and strips are a system if the device was originally acquired through a physician’s prescription then subsequent supplies should be obtained through a company appropriately licensed to dispense prescription items. Additionally, they would have to comply with all other regulatory guidance (e.g. record keeping, HIPPA compliance, etc).

My suggestion would be if you’re unsure about a company that is dispensing a product that you call the manufacturer to inquire if the company is authorized to dispense the product. HemoSense has only few partners who are approved to sell to customers.

Hope this helps

[geebee]

What's a 510K document? Why is the statement you have below different from the statement in your package insert which states:

Intended use:
For quantitative Prothrombin Time (PT) testing in fresh capillary whole blood with the INRatio system. The INRatio system is intended for use by healthcare professionals or properly trained patients to monitor oral anticoagulation therapy.

There is no mention of required prescription which I have seen in other medication inserts. I am not sure I understand why any manufacturer would want to make purchasing test strips difficult. Granted, the original purchase of the monitor should be supervised because it is very important that the monitor be used properly. However, once it is known that the patient can properly handle their antocoagulation therapy, why should buying the test strips be something a manufacturer would want to make a royal pain? Why would that be to their advantage? If things were made easier, perhaps ACT home testing would become more commonplace and more insurance companies would cover it. If things are kept "hidden away" ACT home testing will never have the advantages that are found in glucose monitoring. Shouldn't that be the ultimate goal - to help the patient?

[BDMc]

Gina, Nicely stated! Thanks! Brian

[Hank]

Hi Folks..

I have met the folks at QAS. I know the founder of QAS. I, like many of you, have had the pleasure of meeting Lance and Phillip at a few of our reunions in the past.

These people would never intentionally brush you off. They would never ignore your issues or concerns.

The reality is - To my knowledge, they are the ONLY company that will go to the trouble of dealing with your insurance company for you. They don't charge extra for this service and they pride themselves in their ability to offer this.

I have been to their facility and it is a building full of busy little bees running around working the phones nonstop to bend over backwards to get us supplies in as little time as possible. Desk after desk after desk of folks making calls to make things happen.

I encourage everyone to talk to Lance personally at QAS if you have issues. You tell him that Hank said you deserve an answer to your concerns. If you are not happy with QAS and their service or lack of service, tell him so! Tell him to explain to you exactly what is going on and I can promise you that he will do so. I have personally recieved his assurance that he is there for you. If he doesn't explain things to you clearly, then you email me directly at hank@valvereplacement.com and I will check into it immediately.

QAS and ValveReplacement.com are working together to make anticoagulation therapy monitoring as positive an experience as possible for everyone.

Sure, QAS is a sponsor of this site and therefore I am a bit biased in my opinions. But those of you who know me know that I call it like I see it and I don't sugar coat things much.

I know these people.. And they are all good people.

Have a great day and thank you all for the healthy discussion....

[EVELYN]

Hi Hank

While I fully understand your position and relationship with QAS, I just feel I have to let you know that I don't feel as though this is the most efficiently run organization. I truly don't believe one hand knows what the other is doing.

As an example, we were told that we "owed" QAS $369. Well, as it turns out, that went from $369 to $139 to $80 to probably nothing because they never filed against our secondary insurance.....Perhaps they have just gotten too big or perhaps they are not as efficient in their insurance aspect of billing.....I'm not sure, but I surely do know that customers should NOT be getting bills that are incorrect, from one and two years prior service, or be told that supplies will not be shipped until they receive a check for a bill that we never knew we "owed" which as it turns out, we now do NOT owe.....that's just plain and simple POOR BUSINESS, in my opinion.

If it wasn't for Iris.....who QAS should give a hefty raise to because I think she's one of the few people there who DOES know what she's doing....we would still have been tearing our hair out. She is a Gem, in our opinion. I can say that IF we ever go back to QAS it will be because of IRIS....not Lance or his assistant who called us after we left a message for Lance.

When we first started using QAS, they shipped out our supplies as soon as we ordered them.....they KNEW we had two insurances and were covered. They then filed against both insurances and we never heard from them. In the last year or two things have certainly changed, and not for the better in my opinion.

Those of you who know me know that I, too, don't sugar coat things either, and whille I don't doubt that they are "good people," I don't think they run a very efficient ship. Sorry, but that's my opinion.

Evelyn

[QAS Lance]

Dear Evelyn,

When you called me I thought that it was very important that your concerns were dealt with at the highest level of customer service. That is why I had our national sales manager, Phillip Marks, call you back. It was not my assistant, but my manager, who was working with you. I wanted you to know that so you didn't think I didn't care about your concerns. At QAS we are one of the few, if not the only, company that attempts coverage through insurance for PT/INR home testing. As Hank stated, we try our best for each patient, even though it is a difficult task at times. If you have concerns, email Phillip Marks, national sales manager, at pmarks@qasmail.com or myself at lvisnich@qasmail.com. Thanks,

Lance

[RCB]

Dear Evelyn,

When you called me I thought that it was very important that your concerns were dealt with at the highest level of customer service. That is why I had our national sales manager, Phillip Marks, call you back. It was not my assistant, but my manger, who was working with you. I wanted you to know that so you didn't think I didn't care about your concerns. At QAS we one of the few, if not the only, company that attempts coverage through insurance for PT/INR home testing. As Hank stated, we try our best for each patient, even though it is a difficult task at times. If you have concerns, email Phillip Marks, national sales manager, at pmarks@qasmail.com or myself at lvisnich@qasmail.com. Thanks,

Lance
Any chance you could give me the email of the billing department. If you post it here, I think everyone would appreciate it.:)
Thanks

[QAS Lance]

Hello,

I don't have an email for a specific billing department, but if you send an email to Phillip or myself, I will make sure it get's to the correct parties. If it is an insurance issue, I would like to get it to our insurance supervisor. If it is a general billing question, I can have customer service supervisors find the answers. Let me know what your issue is, and I will have it handled promptly. Thanks,

Lance, QAS

[Hank]

Evelyn - Thank you for your opinion. I want you to know that you can voice your concerns any time you like. As can everyone else. Not only with this QAS topic, but with any topic related to heart valve replacement.

Hence the term "forum"..

[EVELYN]

Thank you, too, Hank, for allowing us to voice our concerns, even if they're negative against the sponsor. I'm sorry that it didn't work out with QAS and us, either. As it stands right now, Iris is filing against MY insurance and our "balance" is now $85ish before filing. Who knows what it will be after.

If only they could have filed when they should have, not let it wait 2 years to complete, or sent us a bill so Tyce could get on his insurance, or just let us know what the deal was we wouldn't have been so turned off by them.

Thank you for the offer to help if anyone has a problem; but, Hank, that's NOT YOUR job to intervene. It IS QAS'S job to run a business properly.

Evelyn

PS...And anyone who knows me knows how I feel about everything.....I don't hold back.....as you've probably guessed by now!!!

[Nancy]

This is incredibly bad business for QAS, not just because it caused Evelyn so much grief, but because QAS is losing money by not doing things in a timely fashion.

Joe gets statements from his insurance company, and you wouldn't believe how many claims are filed WAY beyond the acceptable time frame.

It is something that we all have to be aware of, since the insurance companies are loathe to pay for things that aren't filed correctly.

Why should it be left for the patient to try to straighten out when it is the fault of the supplier?

Come on QAS, get your house in order.

[EVELYN]

Hi Nancy

My sentiments, exactly!!! I wasn't going to say any more on this subject, BUT today in the mail we received a letter from QAS saying we have an "open balance" that is in excess of "30 days past due." NAAAA, try in excess of 2 and 1 year past due because we never received a bill.....How ironic that NOW we get the letter, after Tyce has been on the phone with Iris, contacted Janet, et. al., and are finally getting everything worked out because they haven't filed on our secondary policy.

OK Lance, what's the reasoning for this???? Do you think your accounts receivable department needs some help???? I sure do.

Evelyn

[Nancy]

Well, my husband was a manager for a large corporation, and they were instructed to go around and report all the "mummies" that they found hiding behind their desks, and get rid of them. Sounds like this might be something the QAS would like to do.

Jack Welch wasn't all wrong!!! He made a LOT of money for GE.

[Natanni]

Hi Evelyn-

I only glanced quickly through this thread, and I didn't get a chance to read all replies yet. Have you ever worked with Becky from QAS for this situation? We had a hard time initially getting our test strips covered, and over the winter, we had paid with credit card for 3 boxes of strips, and we had issues with paperwork, RX numbers, pharmacy numbers, and the paperwork wound up just going back and forth from QAS to our insurance carrier. No one under Nathan's plan has ever home monitored their INR before, so no one knew how to classify it as medical product or RX product. We eventually got Becky to take care of his account, and she was an fantastic. She would conference call our insurance company and nail down exactly what needed to be done, and took care of it. We are hoping we helped pave the way for future home INR monitors that may come up in Nathan's insurance. Good luck! Ann

[EVELYN]

Hi Natanni

Thanks for the info. We haven't had any problem getting supplies because we have two insurances. Our problem occurred when I went to order new supplies and was told that they would have to have the $$ up front because we owed them from both two years and one year ago. We knew nothing about this because we never received ANY notification from QAS's Accounts Receivable department. If we had, we would have gotten right on our insurance and tried to find the problem.

Apparently QAS never filed against our secondary insurance, thus the original $368 balance that was said we owed them. Since talking with MANY people, we have found Iris who, I think, couldn't understand why they hadn't filed either.....when they have ALL the information they've needed sitting in our file. She has since filed against my insurance company and refiled against Tyce's insurance company because his company said we had a $700 deductible, which isn't true....it's $300.

Soooo, we're in a wait and hold pattern. Iris said don't worry about it for a month or two because they have since received more $$$ from Tyce's insurance company and are now filing against mine. I'm sure they'll get all their money, it's just that their accounts receivable department should have notified us loooonnnggg before this.

The best part is that Saturday in the mail we received.....for the very first time.....a letter from QAS that we had a balance due in excess of 30 days....DUH!!!! Tyce was on the phone with them this morning and told them the whole story, gave them Iris's extension, etc., and they said.....(are you ready for this one??) "Don't worry about it. Disregard the letter." I only wish they had sent the letter two years ago or even one year ago.....it certainly would have saved alot of bad feelings and anger. Somehow, I know one hand doesn't have a clue what the other is doing.

Unbelievable!!!

Evelyn

[Computec]

I agree with Hank.

QAS is good people trying to work with many insurance companies who all have varying requirements. I have ONE insurance company and they tend to drop the ball when they aren't making the concerted effert to lie to me in order to avoid paying for something. I can imagine how much more QAS has to tolerate from them.

If I was dealing with my insurance company without assistance I'd need my meds increased.

By the way... For those of you who haven't had the pleasure of talking with Lance or having him as your advocate, please take advantage of his services. That's why he's involved here.

Jerry

[geebee]

I am sure that QAS does good work with the majority of the people they have for customers or they would not still be in business. However, that is little comfort to those of us who have had bad experiences as our issues are real. I have decided to move on as, obviously, have a few others. I wish the best for those who have had good results. I hope it continues and you don't have the headaches I have had.

[EVELYN]

Hi Jerry

While you are certainly right about insurance companies, the very very bottom line is IT'S THEIR JOB TO FILE!!! It's not OUR job to call a company and ask them whether they've been paid or not, especially two years later.
IT'S THEIR JOB to do the recordkeeping in an expeditious manner AND to notify customers if there's a problem.....NOT to say, "Well, we won't ship your medical supplies because you haven't paid a balance FROM TWO YEARS AGO!!!"

Sorry, but that's just not good business!!!

I love Hank, too, but it's not his job either, to intervene on anyone's behalf.....gracious as he is to offer.

JMHO.

Evelyn

[Rain]

But not every company is under the microscope like QAS. You have to be impressed that they are not afraid to be here and take the heat from anyone and everyone who wants to throw it out there for the public to see. And not just any public.... their customers and potential customers!! :eek:

I wonder how the other companies would hold up under the same scrntiny.

[geebee]

No company out there would hold up to scrutiny and pass without problems. However, that is really no reason to ignore the issues. If issues are never brought up, they cannot be fixed.

[Nancy]

It is always a good thing for a company to hear what is going on with their customers. If they merely hear it from the bottom up, the real issues never come to light and the major problems never get corrected until one day, they are wondering where all their customers went, and why they lost them.

Upper management has to pay attention to things like this. This can ruin a good company.

There is a saying in sales. When a customer has problems and is dissatisfied, they tell at least 10 people. When they are happy they rarely tell anyone. So unhappy customers give a company 10 times the negative publicity and the company will never know, since it will be word of mouth.


Oh, by the way, note how many views this thread has. It's a lot, lot, lot. So there are many watching it.

[EVELYN]

Just thought I'd let everyone who followed this thread know the latest information. I just got off the phone with Lance and told him that I would post and let you all know that we are finally back on track with QAS; and the reason is a wonderful angel named Iris Stude who was absolutely WONDERFUL in tracking down, refiling, refiling again, and keeping us posted on all the events as they transpired with our problem regarding our account and shipping of supplies.

I'm sure she worked many hours to make everything right, and as I told Lance, she certainly deserves a huge raise or bonus or even some time off!!! How it ever got so out of control for such a long period of time is beyond me, but Iris certainly got everything straightened out in record time. She will definitely be in my speed dial from now on.

I did promise Lance I would let everyone on this list know, because that is the fair and right thing to do. I hope Iris likes the flowers I sent her, because she truly went WAAAAY above and beyone the call.

A much happier Evelyn!!!

[Computec]

Very nice, Evelyn...

I agree that it's good to reward such service. I'm sure that Iris will be very pleased with your gesture.

Glad that everything is all straightened out.

Jerry

[Nancy]

Good Evelyn-

I'd say this is another business lesson learned the hard way.

[Computec]

Just a postscript, Evelyn...

I've taken your Angel as my own advocate in dealing with my insurance company. They sent me a rejection letter over the weekend. Great timing.

Jerry

[Karlynn]

Glad things got worked out. My experience with QAS is that they are a company that cares about customer service. Every company will have problems (particularly when having to deal with insurance), but it's those that strive to correct them that are the ones worth using.