February 25, 2011
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
Mr. Zeb Pirzada, President
Medstar Surgical and Breathing
15-40 128th Street
College Point, NY 11356
Re: New wheelchair, loaner chair and repairs to my existing wheelchair.
Dear Mr. Pirzada,
I have attempted to resolve the problems I have with your company through phone calls, emails and even a website. Each time I believe we are making progress, someone goes back on their word.
During our phone conversations of February 11, you stated you would attempt to find me a loaner power chair. You agreed the repairs to my current wheelchair would not be needed had my new chair been provided in a timely manner.
Imagine my surprise when I received emails from Ruth Tiska and Gerry Dickerson stating there would be no loaner chair and Medstar could not assume responsibility for repairs to my wheelchair.
Since nobody at your company is willing to step up and resolve this problem, I am contacting Pride Mobility Products in an attempt to contact their representative, Rudy, something I mistakenly believed your company would do. I’d like to see if Rudy is willing to keep his word.
Please forward to me copies of any and all records and correspondence your company has in my file. I also need the full names of your salesperson Gail and her assistant Janine.
I have spent most of the month of February attempting to come to an amicable solution. It is apparent from the callous actions of you and your employees and the deceptive practices of your company I was wasting my time.
Sincerely,
Marc E. Charest
Cc:
Pride Mobility Products Corp.
St. Charles Hospital
-Mr. James O’Connor, Chief Medical Officer
-Dr. Craig Smested, Chief Medical Officer
-Dr. Jennifer Semel, Director Physical Medicine
-Mr. Dante Latorre, Vice President Care & Quality Management Services
The Joint Commission
-Incident #21408SCA-71532CMS
Congressman Timothy Bishop
News 12 Long Island
Monday, February 28, 2011
Letter to St. Charles Hospital re: Medstar Surgical's Misrepresentations
February 25, 2011
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
Mr. James O’Connor, Chief Medical Officer
Dr. Craig Smested, Chief Medical Officer
Dr. Jennifer Semel, Director Physical Medicine
Mr. Dante Latorre, Vice President Care & Quality Management Services
St. Charles Hospital
200 Belle Terre Road
Port Jefferson, NY 11777
Re: Wheelchair clinic and Medstar Surgical.
Dear Sirs & Madams,
On or about August 11, 2010, I was at St. Charles’ wheelchair clinic being fitted for a new power wheelchair. Present was your physical therapist Lauren, a representative of Pride Mobility Products, Rudy, and a salesperson from Medstar Surgical and Breathing, Gail. At the time I was under the impression Gail worked at the wheelchair clinic. Unfortunately, I do not know any of their last names.
While at the clinic, Gail and Rudy stated to me a loaner power chair would be available should I need it.
In the intervening six months, Gail, her assistant Janine and others from Medstar Surgical have misled me regarding the status of the application to Medicare for my new wheelchair. I was told at various times since August that application had been made, they were waiting for paperwork from the wheelchair clinic, or other excuses. I was told at various times the chair would be ready in October, November and then January. As each deadline passed I was the one that had to initiate contact with Medstar for a status update. And, suspiciously, each time I called there arose a new paperwork problem just prior to my phone call.
I left a message asking for an update from Medstar on February 1, 2011. I expected imminent delivery of my wheelchair. On February 8, 2011, six months after my visit to the wheelchair clinic, I contacted Medstar for a status update and found they had still not made application to Medicare. Again, they requested more information from the wheelchair clinic. After I read Medstar the riot act, made numerous other phone calls and even started a blog to pressure Medstar, (www.medstar-lies.blogspot.com) Medstar has supposedly made application to Medicare on or about February 16, 2011. However I do not have any proof they have made application.
I am quite aware that it is difficult to get complex medical equipment approved by Medicare. But Medstar’s delays have put me in an untenable situation. I have a wheelchair that needs new tires, new batteries, a new armrest and repairs to at least one motor. It’s failure is imminent. Medicare and Medicaid will not pay for these repairs, estimated at $1,200, and I cannot afford to pay for them.
By Medstar’s own admission, they have made numerous mistakes. In conversations with Zeb Pirzada, president of Medstar on February 11, he agreed to look for a power loaner chair for me while I wait for a new chair. He also agreed the repairs my current chair needs would not have been necessary had my new chair been provided in a timely manner. This week, I received an email from Gerry Dickerson, Medstar’s director of rehab stating no loaner chair was forthcoming nor would they accept responsibility for repairs. Mr. Pirzada is now unavailable for a response.
Given the callous nature of Medstar’s personnel and their deceptive business practices, I have several questions for your organization:
1- Can St. Charles please act on my behalf to encourage Medstar to provide the promised loaner wheelchair or repair my current chair and ensure their performance in providing me a new wheelchair?
2- What actions will St. Charles take to prevent Medstar from taking advantage of other patients?
3- Is St. Charles prepared to take responsibility for the substandard care I have received through the wheelchair clinic?
I rely on my wheelchair for independence and safety. I am alone a large portion of the day and the inadequate chair I am in now jeopardizes my well being.
Please provide me with copies of any and all documents and correspondence in my file. I look forward to your response to the above.
Sincerely,
Marc E.. Charest
Cc:
Zeb Pirzada, President, Medstar Surgical
Pride Mobility Products Corp.
The Joint Commission
-Incident #21408SCA-71532CMS
Congressman Timothy Bishop
News 12 Long Island
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
Mr. James O’Connor, Chief Medical Officer
Dr. Craig Smested, Chief Medical Officer
Dr. Jennifer Semel, Director Physical Medicine
Mr. Dante Latorre, Vice President Care & Quality Management Services
St. Charles Hospital
200 Belle Terre Road
Port Jefferson, NY 11777
Re: Wheelchair clinic and Medstar Surgical.
Dear Sirs & Madams,
On or about August 11, 2010, I was at St. Charles’ wheelchair clinic being fitted for a new power wheelchair. Present was your physical therapist Lauren, a representative of Pride Mobility Products, Rudy, and a salesperson from Medstar Surgical and Breathing, Gail. At the time I was under the impression Gail worked at the wheelchair clinic. Unfortunately, I do not know any of their last names.
While at the clinic, Gail and Rudy stated to me a loaner power chair would be available should I need it.
In the intervening six months, Gail, her assistant Janine and others from Medstar Surgical have misled me regarding the status of the application to Medicare for my new wheelchair. I was told at various times since August that application had been made, they were waiting for paperwork from the wheelchair clinic, or other excuses. I was told at various times the chair would be ready in October, November and then January. As each deadline passed I was the one that had to initiate contact with Medstar for a status update. And, suspiciously, each time I called there arose a new paperwork problem just prior to my phone call.
I left a message asking for an update from Medstar on February 1, 2011. I expected imminent delivery of my wheelchair. On February 8, 2011, six months after my visit to the wheelchair clinic, I contacted Medstar for a status update and found they had still not made application to Medicare. Again, they requested more information from the wheelchair clinic. After I read Medstar the riot act, made numerous other phone calls and even started a blog to pressure Medstar, (www.medstar-lies.blogspot.com) Medstar has supposedly made application to Medicare on or about February 16, 2011. However I do not have any proof they have made application.
I am quite aware that it is difficult to get complex medical equipment approved by Medicare. But Medstar’s delays have put me in an untenable situation. I have a wheelchair that needs new tires, new batteries, a new armrest and repairs to at least one motor. It’s failure is imminent. Medicare and Medicaid will not pay for these repairs, estimated at $1,200, and I cannot afford to pay for them.
By Medstar’s own admission, they have made numerous mistakes. In conversations with Zeb Pirzada, president of Medstar on February 11, he agreed to look for a power loaner chair for me while I wait for a new chair. He also agreed the repairs my current chair needs would not have been necessary had my new chair been provided in a timely manner. This week, I received an email from Gerry Dickerson, Medstar’s director of rehab stating no loaner chair was forthcoming nor would they accept responsibility for repairs. Mr. Pirzada is now unavailable for a response.
Given the callous nature of Medstar’s personnel and their deceptive business practices, I have several questions for your organization:
1- Can St. Charles please act on my behalf to encourage Medstar to provide the promised loaner wheelchair or repair my current chair and ensure their performance in providing me a new wheelchair?
2- What actions will St. Charles take to prevent Medstar from taking advantage of other patients?
3- Is St. Charles prepared to take responsibility for the substandard care I have received through the wheelchair clinic?
I rely on my wheelchair for independence and safety. I am alone a large portion of the day and the inadequate chair I am in now jeopardizes my well being.
Please provide me with copies of any and all documents and correspondence in my file. I look forward to your response to the above.
Sincerely,
Marc E.. Charest
Cc:
Zeb Pirzada, President, Medstar Surgical
Pride Mobility Products Corp.
The Joint Commission
-Incident #21408SCA-71532CMS
Congressman Timothy Bishop
News 12 Long Island
Letter to Pride Manufacturing re: Medstar Surgical's Misrepresentations
February 25, 2011
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
Pride Mobility Products Corp.
182 Susquehanna Avenue
Exeter, PA 18643
Re: Medstar Surgical & Quantum Rehab Chair.
Dear Sirs,
On or about August 11, 2010, while being fitted for a new wheelchair, I met a representative from your company by the name of Rudy at St. Charles Hospital wheelchair clinic in Port Jefferson, NY. Also there was a salesperson from Medstar Surgical, Gail. I did not get their last names.
In the intervening six months, Medstar, by their own admission, misled me about the status of the application to Medicare for my new wheelchair. Application was supposedly made on or about February 16, 2011. For more details, please see my blog about their continued errors at www.medstar-lies.blogspot.com. While I understand getting complex medical equipment is time consuming, Medstar has added an unnecessary six months in delays.
At our August meeting, Rudy stated that I could get a loaner power chair if I needed one, and at this point, I am in desperate need. Rudy also stated he would be able to work with me on the price of power options that Medicare will not cover.
If you could put me in touch with Rudy or provide him with my phone number I would greatly appreciate it.
Sincerely,
Marc E. Charest
Cc:
Zeb Pirzada, President, Medstar Surgical
St. Charles Hospital
-Mr. James O’Connor, Chief Medical Officer
-Dr. Craig Smested, Chief Medical Officer
-Dr. Jennifer Semel, Director Physical Medicine
-Mr. Dante Latorre, Vice President Care & Quality Management Services
The Joint Commission
-Incident #21408SCA-71532CMS
Congressman Timothy Bishop
News 12 Long Island
Sunday, February 27, 2011
More Complaints Against Medstar Surgical
Filed complaints against Medstar Surgical & Breathing Corp. with NY State Health Department, NY Governor's Office and the Better Business Bureau. Busy weekend, to say the least.
No Thanks to Medstar Surgical, I'm Gettin' a Loaner
Friday, My wife and I spent a couple hours on the phone arranging service for my old wheelchair (see previous post). We connected with a very helpful man at Muscular Dystrophy Association. Until my old chair gets fixed, I'll be using a loaner provided by MDA. It should come in a day or two.
Why does this great charitable organization have to provide the loaner chair Medstar Surgical promised? Does Medstar Surgical and Breathing Corp., a company with $30 to $50 million in annual sales, need a bail out? Profit before patients?
Why does this great charitable organization have to provide the loaner chair Medstar Surgical promised? Does Medstar Surgical and Breathing Corp., a company with $30 to $50 million in annual sales, need a bail out? Profit before patients?
Friday, February 25, 2011
Medstar Surgical's Delays Cost Me $564
After struggling most of the month of February trying to get Medstar Surgical to step up and fix their mistakes, it finally happened - my chair failed.
Trying to get up the ramp to my front door, I nearly slid off the side of the ramp. The ramp was just a little damp (it wasn't even raining) and my bald tires just spun. I needed to get shoved up the ramp by my wife to get to the top.
Next week my new wheelchair will be five months late. By Medstar Surgicals's own admission, they made mistakes and their employees deceived me, but they won't fix my chair while I wait for my new one.
I got on the phone today with a service company and got an estimate for repairs. A shocking $564 to replace the tires! I was guessing $200, but I wasn't even close. I owe the oil company over a $1,000, but it looks like we'll turn the heat down further and I'll put on a THIRD pair of socks. Thanks Medstar Surgical!
I still need to replace the batteries ($600), replace an armrest ($90) and service the motors ($???). Maybe they will last until the new chair gets here. I don't know. Medstar Surgical won't tell me when the new chair will get here, but it will probably be another TWO MONTHS! Thanks Medstar Surgical!
Medicare won't cover it because I'm waiting for a new chair. If I ask the Muscular Dystrophy Association, I won't be able to get help paying for the new chair. Thanks Medstar Surgical!
If anyone at Medstar Surgical doesn't believe me about the costs, just give me a call and I'll connect you with the service company.
Trying to get up the ramp to my front door, I nearly slid off the side of the ramp. The ramp was just a little damp (it wasn't even raining) and my bald tires just spun. I needed to get shoved up the ramp by my wife to get to the top.
Next week my new wheelchair will be five months late. By Medstar Surgicals's own admission, they made mistakes and their employees deceived me, but they won't fix my chair while I wait for my new one.
I got on the phone today with a service company and got an estimate for repairs. A shocking $564 to replace the tires! I was guessing $200, but I wasn't even close. I owe the oil company over a $1,000, but it looks like we'll turn the heat down further and I'll put on a THIRD pair of socks. Thanks Medstar Surgical!
I still need to replace the batteries ($600), replace an armrest ($90) and service the motors ($???). Maybe they will last until the new chair gets here. I don't know. Medstar Surgical won't tell me when the new chair will get here, but it will probably be another TWO MONTHS! Thanks Medstar Surgical!
Medicare won't cover it because I'm waiting for a new chair. If I ask the Muscular Dystrophy Association, I won't be able to get help paying for the new chair. Thanks Medstar Surgical!
If anyone at Medstar Surgical doesn't believe me about the costs, just give me a call and I'll connect you with the service company.
Tuesday, February 22, 2011
It's Good to Have Friends
I've sent out many emails about my struggles with Medstar. I've gotten many more replies via email and phone with support and advice from friends and family. I was most touched by an email from someone i don't even know, through my friends at Ride for Life. For privacy purposes, I have omitted his last name.
Hi Marc,
I have a nearly new Quantum 600 with a head array sitting in my living room not being used. My wife, Kathy, passed away last November. I was going to donate it to the CT ALS Association as soon as the snows recede and I can get it out of the house easily. If you can use it I will figure a way to get it to you but I have no idea where you are.
Sincerely,
Larry F.
I thanked Larry for the offer, but I feel it is Medstar's responsibility to fix the problem they created. I would hate to see the Connecticut ALS Association miss out on a valuable donation just to bail out Medstar due to Medstar's own mistakes. Larry's promised to hold on to the chair for me for a while anyway.
Hi Marc,
I have a nearly new Quantum 600 with a head array sitting in my living room not being used. My wife, Kathy, passed away last November. I was going to donate it to the CT ALS Association as soon as the snows recede and I can get it out of the house easily. If you can use it I will figure a way to get it to you but I have no idea where you are.
Sincerely,
Larry F.
I thanked Larry for the offer, but I feel it is Medstar's responsibility to fix the problem they created. I would hate to see the Connecticut ALS Association miss out on a valuable donation just to bail out Medstar due to Medstar's own mistakes. Larry's promised to hold on to the chair for me for a while anyway.
Medstar's Three Card Monte
Medstar Surgical has developed it's own twist on a classic con game, three card Monte. The whole point of the game is, the house always wins.
Card 1: Zeb Pirzada, Medstar's president, agreed in our phone conversation of February 11 to do his best to find me a power loaner chair. He agreed the repairs my wheelchair needs would have been unnecessary had my new chair been provided in a timely manner.
Card 2: Ruth's admission a few days later that Mr. Pirzada was on vacation and no loaner chair was available.
Card 3: Medstar's director of rehab, Gerry Dickerson, email of February 21, stating they would not be providing me a loaner chair and they could not assume responsibility for the cost of repairs to my wheelchair.
Okay, do they talk to one another at Medstar? How come I get differing stories from everyone I speak with? Gerry, are you aware of what Mr. Pirzada said to me? Can anyone get a straight answer out of Medstar? NO! That's what three card Monte's all about - slight of hand and the house always wins!
Card 1: Zeb Pirzada, Medstar's president, agreed in our phone conversation of February 11 to do his best to find me a power loaner chair. He agreed the repairs my wheelchair needs would have been unnecessary had my new chair been provided in a timely manner.
Card 2: Ruth's admission a few days later that Mr. Pirzada was on vacation and no loaner chair was available.
Card 3: Medstar's director of rehab, Gerry Dickerson, email of February 21, stating they would not be providing me a loaner chair and they could not assume responsibility for the cost of repairs to my wheelchair.
Okay, do they talk to one another at Medstar? How come I get differing stories from everyone I speak with? Gerry, are you aware of what Mr. Pirzada said to me? Can anyone get a straight answer out of Medstar? NO! That's what three card Monte's all about - slight of hand and the house always wins!
Monday, February 21, 2011
Continued Inaction
After a hopeful phone call from Zeb Pirzada, president of Medstar, the last 10 days has brought a lot of nothing. On February 11, 2011, Mr. Pirzada promised weekly updates and that he would be searching for a loaner power chair for me. He couldn't find one for me that day and promised to continue looking for one Monday, Feb. 14.
Given the good will from the previous week, I decided not to press the issue too hard. By Thursday February 17 I still had not heard from Mr. Pirzada and sent an email. I received a reply from his assistant, Ruth, stating he was on vacation all week and had not found a loaner. I was told application had finally been made to Medicare, about 6 months late.
I've again asked Medstar to either provide a loaner power chair or repair the chair I have. Mr. Pirzada agreed in our phone conversation that these repairs would not have been necessary had my new chair been provided in a timely manner. They have not yet replied.
Needless to say, Medstar has managed to revitalize my anger. In turn, I amended my complaint to the Joint Commission and faxed a release to Congressman Timothy Bishop's office allowing them to advocate on my behalf. (The Joint Commission accredits health care providers).
Given the good will from the previous week, I decided not to press the issue too hard. By Thursday February 17 I still had not heard from Mr. Pirzada and sent an email. I received a reply from his assistant, Ruth, stating he was on vacation all week and had not found a loaner. I was told application had finally been made to Medicare, about 6 months late.
I've again asked Medstar to either provide a loaner power chair or repair the chair I have. Mr. Pirzada agreed in our phone conversation that these repairs would not have been necessary had my new chair been provided in a timely manner. They have not yet replied.
Needless to say, Medstar has managed to revitalize my anger. In turn, I amended my complaint to the Joint Commission and faxed a release to Congressman Timothy Bishop's office allowing them to advocate on my behalf. (The Joint Commission accredits health care providers).
Thursday, February 10, 2011
Medstar's Policy of Deceit
Today I received an email from Gerry Dickerson, Medstar's director of rehab. Regarding a loaner chair Gerry wrote:
"As far as the loaner issue, Medstar would be able to loan you a manual wheelchair.
It has been a policy at Medstar not to loan power mobility equipment for many years.
We cannot, at this point in time, change that policy. We simply do not have power loaners available."
Well Gerry, perhaps you need to tell your salesperson Gail about this policy. Gail must be unaware of it. If Gail is aware of it, does that point to a company policy of deceiving it's customers?
The policy of deceit was quite evident when Gail told me my chair would be ready in October, but it wasn't. The policy of deceit was evident when Janine told me my paperwork was done in October, November and February, but it still isn't. And Janine told me my chair would be ready in January, but it wasn't.
Maybe this is why Medstar has pulled Gail and Janine from my case and assigned Ruth Tiska? (1-800-223-4486 extension 116) A tacit admission of wrongdoing perhaps?
To her credit, Ruth is making no promises she can't keep. Along with Gail, she is hiding behind the no loaner policy for power chairs, despite the foregoing. I asked Ruth to make calls to Pride's (the wheelchair company) manufacturer rep but this is apparently asking too much. I know now his name is Rudy and he's probably in every rolodex at Medstar, but I'm the one who has to track him down.
As far as a manual wheelchair, I have one good arm. Should I run in circles all day? Perhaps this is Medstar's sense of humor.
I found out today that Medstar will be making a home visit soon. Okay, great. However, I found out through an email from my sister. I have no problem with my family knowing my business, but I am questioning if Medstar is being a little too loose with my medical information. According to The Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security Rules, everyone has certain rights to privacy in terms of their medical records. Medstar has this policy on their website, but someone there needs to review it. www.medstarsurgical.com/hipaa.htm
Gerry, your employees are adhering to a policy of deceit, flaunting your HIPAA policy and you insist you can't bend the policy of loaning power chairs? That's comical. The title of yesterday's post looks premature now.
I wonder if Zeb Pirzada, Medstar's president has any comment on the above? You can reach him at 1-800-223-4486 extension 131.
The Joint Commission's Office of Quality Monitoring confirmed my complaint today and will be investigating.
"As far as the loaner issue, Medstar would be able to loan you a manual wheelchair.
It has been a policy at Medstar not to loan power mobility equipment for many years.
We cannot, at this point in time, change that policy. We simply do not have power loaners available."
Well Gerry, perhaps you need to tell your salesperson Gail about this policy. Gail must be unaware of it. If Gail is aware of it, does that point to a company policy of deceiving it's customers?
The policy of deceit was quite evident when Gail told me my chair would be ready in October, but it wasn't. The policy of deceit was evident when Janine told me my paperwork was done in October, November and February, but it still isn't. And Janine told me my chair would be ready in January, but it wasn't.
Maybe this is why Medstar has pulled Gail and Janine from my case and assigned Ruth Tiska? (1-800-223-4486 extension 116) A tacit admission of wrongdoing perhaps?
To her credit, Ruth is making no promises she can't keep. Along with Gail, she is hiding behind the no loaner policy for power chairs, despite the foregoing. I asked Ruth to make calls to Pride's (the wheelchair company) manufacturer rep but this is apparently asking too much. I know now his name is Rudy and he's probably in every rolodex at Medstar, but I'm the one who has to track him down.
As far as a manual wheelchair, I have one good arm. Should I run in circles all day? Perhaps this is Medstar's sense of humor.
I found out today that Medstar will be making a home visit soon. Okay, great. However, I found out through an email from my sister. I have no problem with my family knowing my business, but I am questioning if Medstar is being a little too loose with my medical information. According to The Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security Rules, everyone has certain rights to privacy in terms of their medical records. Medstar has this policy on their website, but someone there needs to review it. www.medstarsurgical.com/hipaa.htm
Gerry, your employees are adhering to a policy of deceit, flaunting your HIPAA policy and you insist you can't bend the policy of loaning power chairs? That's comical. The title of yesterday's post looks premature now.
I wonder if Zeb Pirzada, Medstar's president has any comment on the above? You can reach him at 1-800-223-4486 extension 131.
The Joint Commission's Office of Quality Monitoring confirmed my complaint today and will be investigating.
Wednesday, February 9, 2011
A Very Small Bit of Progress
It was very quiet this morning - for about an hour.
Dawn, my social worker, came by and she promptly got Janine at Medstar on the phone. This blog and all the emails from family and friends (thank you very much) got Medstar's attention. Remarkably, Gail got on the phone and spoke with Dawn. Now, I haven't heard from Gail since our initial meeting on June 17, 2010 despite all the problems we've had. Gail did a glorious dance around the facts of our June meeting.
While Dawn was still on the phone with Gail, I received a call from Ruth at Medstar. Apparently, Ruth will be handling my application from here on out. Ruth again explained all the intricacies of the application process, although I still cannot believe a company the size of Medstar (75+ employees, $30 to $50 million in sales) needs eight months to fill out forms.
The issue of a loaner chair was still not resolved. Apparently Medstar feels that it is now the responsibility of a charity to make up for their failure to perform. That was their suggestion for a temporary replacement until my new chair arrives. Ruth grudgingly agreed to ask the manufacturer's rep. $30 million plus in sales and you can't make it happen after eight months of BS? Sounds more like they can't be bothered.
Still no call from the director of rehab. More tomorrow.
Dawn, my social worker, came by and she promptly got Janine at Medstar on the phone. This blog and all the emails from family and friends (thank you very much) got Medstar's attention. Remarkably, Gail got on the phone and spoke with Dawn. Now, I haven't heard from Gail since our initial meeting on June 17, 2010 despite all the problems we've had. Gail did a glorious dance around the facts of our June meeting.
While Dawn was still on the phone with Gail, I received a call from Ruth at Medstar. Apparently, Ruth will be handling my application from here on out. Ruth again explained all the intricacies of the application process, although I still cannot believe a company the size of Medstar (75+ employees, $30 to $50 million in sales) needs eight months to fill out forms.
The issue of a loaner chair was still not resolved. Apparently Medstar feels that it is now the responsibility of a charity to make up for their failure to perform. That was their suggestion for a temporary replacement until my new chair arrives. Ruth grudgingly agreed to ask the manufacturer's rep. $30 million plus in sales and you can't make it happen after eight months of BS? Sounds more like they can't be bothered.
Still no call from the director of rehab. More tomorrow.
Tuesday, February 8, 2011
EIGHT MONTHS OF LIES
I lost my cool this morning. After calming down for a few hours, I think I got it back. The following is what led up to today:
My name is Marc Charest. I am 49 years old and was diagnosed with muscular dystrophy in 1996. On June 17, 2010, I went to the wheelchair clinic at St. Charles Hospital in Port Jefferson, NY to be fitted for a new wheelchair. Present were Lauren, a PT at the clinic, a manufacturer's rep (whose name I don't recall) and Gail from Medstar Surgical. Her number is 1-800-223-4486 extension 193.
I told Gail from Medstar the urgency with which I needed this new wheelchair. My current chair was (and still is) in poor shape and in need of repairs. Gail and the manufacturer's rep assured me of two things: I would have my new chair by October 2010, and if I needed one, a loaner chair would be available. Great! I was a happy customer.
THE LIES BEGIN
Being a trusting, patient man I took them at their word. By late October I had not heard from them and began calling. It took until mid-November to get a call back, from Janine at Medstar. Remarkably, a paperwork problem had been found, but not until after I had begun calling in October. I was told then the paperwork was complete and it was going to Medicare for approval. It took an incredible FIVE MONTHS to review this paperwork? Medicare was going to take two weeks to approve it, then about six more weeks to actually build the chair.
Having just put several hundred dollars in repairs into my chair and needing more, an additional eight weeks of delays was untenable. I requested a loaner, as promised, but none was forthcoming. Why? "Oh, we don't give loaners." Why did Gail offer one? "No she didn't." BULLSHIT! Not once since October has Gail had the guts to call me, just Janine.
MORE LIES
After the November phone call, the time frame was apparently mid-January before my chair would arrive. Okay, I can live with it I guess. The holidays are coming, the kids will be home from college, there's plenty to keep me busy. Instead of getting annoyed, I let my social worker, Dawn, handle the phone calls. Since I would be responsible for about 20% of the $25,000+ wheelchair, Dawn needed an estimate from Medstar so we could start looking for funding. She called Medstar (800-223-4486 ex 193) from my house and at least two other times, beginning December 28, 2010. No calls were returned.
February first rolls around and I couldn't wait any longer, so I called and left a message with Janine at Medstar. No phone call was returned, but by now I'm not surprised. I called again today, February 8, 2011 and got Janine on the phone. Janine had actually talked with Dawn, my social worker. When I asked what was going on I was told THE PAPERWORK WAS STILL NOT COMPLETE! I hit the damn roof!
INEPT, CALLOUS OR FRAUDULENT?
Now keep in mind, the paperwork has not even left Medstar Surgical's offices yet. Ineptitude must be running rampant at Medstar. Janine told me (again) today that getting the paperwork right is important since Medicare will reject it and we won't be able to reapply for six months. So it's better to waste EIGHT MONTHS getting it right? Has Medstar even done this before?
After reading the riot act to Janine, I asked that I get a call from someone in a supervisory position, preferably the director of rehab at Medstar Surgical. I assured her I would not back down from my demand of action. The call never came.
Lauren from the wheelchair clinic did call today and offered to help. She recommended I contact another vendor but we agreed that, at this point, the fastest way for me to get my chair is to stick it out with Medstar. A bitter pill to say the least.
Gail made promises she obviously has no intentions of keeping. She doesn't have the guts to call me either. Does reneging on the promise of a loaner chair rise to the level of fraud? Is inaction a form of fraud? I'm not sure. Will Medstar make good on any of it's promises? Don't hold your breath.
HAVE YOU BEEN WRONGED BY MEDSTAR?
I want to hear from others who have had difficulties with Medstar. Please post comments.
CONTACT MEDSTAR
Please contact Medstar and let them know what you think. Their number is 1-800-223-4486. Janine's extension is 193. You can email them at info@medstarsurgical.com. Please mention my name or link to this blog. Watch for frequent updates. Thanks for your help!
My name is Marc Charest. I am 49 years old and was diagnosed with muscular dystrophy in 1996. On June 17, 2010, I went to the wheelchair clinic at St. Charles Hospital in Port Jefferson, NY to be fitted for a new wheelchair. Present were Lauren, a PT at the clinic, a manufacturer's rep (whose name I don't recall) and Gail from Medstar Surgical. Her number is 1-800-223-4486 extension 193.
I told Gail from Medstar the urgency with which I needed this new wheelchair. My current chair was (and still is) in poor shape and in need of repairs. Gail and the manufacturer's rep assured me of two things: I would have my new chair by October 2010, and if I needed one, a loaner chair would be available. Great! I was a happy customer.
THE LIES BEGIN
Being a trusting, patient man I took them at their word. By late October I had not heard from them and began calling. It took until mid-November to get a call back, from Janine at Medstar. Remarkably, a paperwork problem had been found, but not until after I had begun calling in October. I was told then the paperwork was complete and it was going to Medicare for approval. It took an incredible FIVE MONTHS to review this paperwork? Medicare was going to take two weeks to approve it, then about six more weeks to actually build the chair.
Having just put several hundred dollars in repairs into my chair and needing more, an additional eight weeks of delays was untenable. I requested a loaner, as promised, but none was forthcoming. Why? "Oh, we don't give loaners." Why did Gail offer one? "No she didn't." BULLSHIT! Not once since October has Gail had the guts to call me, just Janine.
MORE LIES
After the November phone call, the time frame was apparently mid-January before my chair would arrive. Okay, I can live with it I guess. The holidays are coming, the kids will be home from college, there's plenty to keep me busy. Instead of getting annoyed, I let my social worker, Dawn, handle the phone calls. Since I would be responsible for about 20% of the $25,000+ wheelchair, Dawn needed an estimate from Medstar so we could start looking for funding. She called Medstar (800-223-4486 ex 193) from my house and at least two other times, beginning December 28, 2010. No calls were returned.
February first rolls around and I couldn't wait any longer, so I called and left a message with Janine at Medstar. No phone call was returned, but by now I'm not surprised. I called again today, February 8, 2011 and got Janine on the phone. Janine had actually talked with Dawn, my social worker. When I asked what was going on I was told THE PAPERWORK WAS STILL NOT COMPLETE! I hit the damn roof!
INEPT, CALLOUS OR FRAUDULENT?
Now keep in mind, the paperwork has not even left Medstar Surgical's offices yet. Ineptitude must be running rampant at Medstar. Janine told me (again) today that getting the paperwork right is important since Medicare will reject it and we won't be able to reapply for six months. So it's better to waste EIGHT MONTHS getting it right? Has Medstar even done this before?
After reading the riot act to Janine, I asked that I get a call from someone in a supervisory position, preferably the director of rehab at Medstar Surgical. I assured her I would not back down from my demand of action. The call never came.
Lauren from the wheelchair clinic did call today and offered to help. She recommended I contact another vendor but we agreed that, at this point, the fastest way for me to get my chair is to stick it out with Medstar. A bitter pill to say the least.
Gail made promises she obviously has no intentions of keeping. She doesn't have the guts to call me either. Does reneging on the promise of a loaner chair rise to the level of fraud? Is inaction a form of fraud? I'm not sure. Will Medstar make good on any of it's promises? Don't hold your breath.
HAVE YOU BEEN WRONGED BY MEDSTAR?
I want to hear from others who have had difficulties with Medstar. Please post comments.
CONTACT MEDSTAR
Please contact Medstar and let them know what you think. Their number is 1-800-223-4486. Janine's extension is 193. You can email them at info@medstarsurgical.com. Please mention my name or link to this blog. Watch for frequent updates. Thanks for your help!
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