squid13 wrote:I hope you got her name and number in case the idiots strike again so you can call her. Glad you got it resolved.
Oh, you know I did! Her name, number and extension. I wrote it all down.
Part of this is that from the day I got the Trilogy (Feb 2010) things have been royally screwed up. My DME had little clue about the machine and the RT had such a superiority complex that it was ridiculous. She made mistakes (which I am okay with) but refused to acknowledge them or learn from them. She was right even when she was wrong.
I had been on cpap & bipap and failed both, but was told they were both a rent to own situation. They never said a thing about the Trilogy and it wasn't until I got a bill for 8 months worth of copays that they informed me it was a perpetual rental and that my copay was $300 per MONTH. Then they accused me/my insurance of not paying a large copay on my wheelchair, even though *I* had proof they had paid. They got it, but somebody made a mistake and didn't credit it to my account.
Then when the DME sold out, the NEW DME had never seen a Trilogy and was totally clueless about how it worked, how to change settings, how to bill it, etc. It was a NIGHTMARE. But in the end I had patience with them, TAUGHT their RT how to use the damn thing and worked with them after they went through a rollercoaster of "you own it, no you don't, you own it, no you don't" --
I think Janknitz is right in that they have the ability to accept insurance payments and waive copays. And the reasoning behind it, in my situation, is sound and makes perfect sense. With ALL other Trilogy patients, they are on call 24/7 for ANY issue, question, concern, SETTING CHANGE, etc. With me, I do all that myself, rarely contact my RT except when she notifies me it's time for my quarterly visit & supply drop off.
They bill my insurance every month for the rental and do very little to earn it.
It's just finding and getting to the right person to have them actually listen, think then act on the facts.
So, I'm good for now - until next time. And it will happen again as their personnel changes and I'm again popped back into the finance department and told that my waiver isn't applicable again.
I fear that eventually, I won't be able to find THE RIGHT person. But I suppose I'll cross that stupid bridge when I come to it.