12-27-2021, 06:55 PM
DME ships wrong supplies, refuses to replace with correct supplies
Wondering if anyone else has experienced this situation. In November, I switched from Resmed's P30i mask system to Bleep's system. I notified my DME (Preferred Homecare, a sister company to Lincare) that I wanted to switch over to Bleep. They marked their records of my call and said they could provide it, but I would have to wait until the next quarterly shipment of supplies was due to be mailed. I didn't mind waiting, and purchased Bleep's supplies out of pocket because I knew the next quarterly shipment would be mailed mid-December. I called them again around the first of December to confirm I would receive Bleep supplies in the December shipment, and they said that I would.
If by now you had guessed that I received another quarterly supply of Resmed's P30i mask system, you are correct. I called the DME as soon as I received the order to request replacement. They looked at my records and confirmed that their records proved I had contacted them twice earlier regarding my request to receive Bleep supplies in my December shipment and in future shipments, but said that they were unwilling to send the correct supplies because my Medicare Advantage provider (Aetna) wouldn't pay for the mistake. The DME did say that my insurer normally would cover the cost of Bleep, but simply did not want to pay for this mistake in fulfilling the order.
The DME's explanation makes no sense to me, since the mistake is their fault and not Aetna's. I intend to write the DME a letter, documenting what I was told on the phone, but thought I should check here to see if any of this sounds familiar. After I asked the DME on the phone what would happen 90 days from now if the next shipment is also incorrect, they told me not to be concerned, which of course provides no comfort!
If by now you had guessed that I received another quarterly supply of Resmed's P30i mask system, you are correct. I called the DME as soon as I received the order to request replacement. They looked at my records and confirmed that their records proved I had contacted them twice earlier regarding my request to receive Bleep supplies in my December shipment and in future shipments, but said that they were unwilling to send the correct supplies because my Medicare Advantage provider (Aetna) wouldn't pay for the mistake. The DME did say that my insurer normally would cover the cost of Bleep, but simply did not want to pay for this mistake in fulfilling the order.
The DME's explanation makes no sense to me, since the mistake is their fault and not Aetna's. I intend to write the DME a letter, documenting what I was told on the phone, but thought I should check here to see if any of this sounds familiar. After I asked the DME on the phone what would happen 90 days from now if the next shipment is also incorrect, they told me not to be concerned, which of course provides no comfort!
