Another Qas Problem....

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K

KristaDeAnn

Im copying this here...so I dont have to re-write it... Boy am I fuming!!!

Lance, Michelle and anyone that actually gives a hoot...
I'm about ready to just ditch this entire relationship in the trash and find a new provider. In January I purchased my INRatio machine from QAS (I PAID WITH MY CREDIT CARD, THE BALANCE IN FULL AT THE TIME OF PURCHASE). I wont even go into the 5 months of fighting with my insurance to get them to reimburse me for it.

Then in May 2006 when my first box of strip ran out, I contacted QAS and purchased a new box of strips my total purchase was $177.95. (WHICH I PAID IN FULL THE DAY I ORDERED THEM WITH MY CREDIT CARD)

When I purchased my first box of strips I spoke with someone in your billing department that told me she would see if she could ("as a courtesy to me") since it was obvious my insurance would in fact pay the bill, get an authorization from my insurance for 2 boxes of strips and that she would try to bill my insurance directly. Which she did...

Once again I had to fight (as usual) with my insurance company to get them to reimburse me for the $177.95 for the box I purchased with my credit card. They told me at that time that QAS's claim to them for $319.00 for the two boxes of strips you sent me and billed for had been REJECTED.

So while I was fighting them for my $177.95.. I figured I might as well start fighting for them to send you your $319.00 as well... Which I did managed to do. They sent both checks to me so I forwarded your $319.00 to you last week. I called to tell you it was on its way.


Here is the part that has me FUMING MAD AT QAS

Friday 8/11/06 I get home from work to find not one, but TWO letters from QAS threatening me that they are going to send me to collections!!!!!! Here is the clincher, it is not for the $319.00 that I just spent a week fighting with my insurance on QAS's behalf.....

BUT FOR THE TWO BILLS I PAID IN FULL WITH MY CREDIT CARD AT THE TIME OF PURCHASE!!!!!! MY MACHINE IN JANUARY 06 AND MY STRIPS IN MAY 06.

I left a message on Felecia's voice mail on Friday...regarding these letters and YES I WAS AND STILL AM ANGRY.... She returned my call today.. I could tell she was not happy with me.. She said "DONT WORRY" about the letters I got. DON'T WORRY????? I don't take being threatened lightly....especially since I pay ALL MY BILLS ON TIME TO ALL MY CREDITORS.

I don't appreciate be told I'm going to end up in collections for something I already paid in full... And yes I AM WORRIED. If your system is so screwed up that it doesn't even know I already paid both of those bills..it is probably screwed up enough to ACCIDENTLY send me to collections. I worked in Collections for 4 years I know how hard it is to get someone else's MISTAKE off your credit after it is "accidentally" put on there...

I told her that I wanted PAID receipts for the two purchases that were put on my credit card..she asked if I wanted them faxed or mailed. I said I would like both...to which she replied.."IM NOT DOING BOTH..". (Boy that is some great customer service skills you got there....) So I asked her to fax them... since doing "both" was too much to ask. Well I guess faxing them was too much to ask also because that was 2 1/2 hours ago..and I still have not seen them.

I WANT THIS STRAIGHTENED OUT...RIGHT NOW. NO, I don't trust that it was a "mistake" and I should just disregard it.. You made the threat...now you fix it!!!

You know it is bad enough I have to fight and carry on with my insurance company because these strips are covered. But I AM NOT going to go through this with QAS everytime I need strips as well. It just isnt worth it...
 
Vendor Complaints

Vendor Complaints

Krista and All,

I have forwarded your POST directly to Lance and Phillip at QAS.

The intention of this forum is really to discuss monitors, supplies and our experiences with these devices and their benefit to our lives.

It isn't really intended to be a customer service forum for QAS or any other company for that matter.

While the forum is monitored by QAS personnel, it is for educational purposes, and not to handle service complaints.

Please contact QAS and any other vendor privately with customer service issues.
 
Hank said:
Krista and All,

I have forwarded your POST directly to Lance and Phillip at QAS.

The intention of this forum is really to discuss monitors, supplies and our experiences with these devices and their benefit to our lives.

It isn't really intended to be a customer service forum for QAS or any other company for that matter.

While the forum is monitored by QAS personnel, it is for educational purposes, and not to handle service complaints.

Please contact QAS and any other vendor privately with customer service issues.
Click to expand...

Hank, I'm sorry but I don't agree with you. I think Krista has a right to vent her treatment by QAS on your website. They advertise on this website don't they?
I thought her message was well written and I for one don't blame her for being a little angry.Our members who pay QAS with credit cards need to be careful. I purchased my INRatio with a credit card from them. Months later I received a dunning letter. Apparently something didn't go through at the time of purchase. I called and resubmitted and everything was OK but I it sure took them a while to discover the problem. Your longtime friend Marty
 
It is important that people should be able to voice their concerns in the manner in which KristaDeAnn has done. This forum should be the place for such postings as they are pertinent to the trials and tribulations of self anticoagulation
This posting would appear to indicate that the company is obviously "tray incompetnant" a shambles and the quicker that the company whoever or whatever that may mean, addresses the inbuilt system failings , the better for the company and the suffering customers

I can not see a problem with this case as KristaDeAnn has the payment details from the Credit card company. There is usually a remedy at common law quite apart from any relying on statute.
I hope that consideration (Recompense) will be forthcoming in view of the Vendors behaviour
 
Hank

I truly do feel you are WAAAAYY OFFBASE on this one. Krista has every right to be angry and even more right to voice her opinion on this forum. The problem is that she HAS CONTACTED QAS and she HAS CONTACTED her insurance company. She has done everything she should have done.

I truly believe QAS has to address these issues and get them out in the open because there is definitely a problem within their insurance/billing departments. It does NO good to hide things and cover them up, just because they're a sponsor. It just makes more people angry. JMHO

Evelyn
 
Oh, and I forgot one VERY IMPORTANT THING...The total reason why we personally bought both our Protime and our Coaguchek machines and supplies from QAS was that I saw it on this forum; sooooo it's not like they haven't made plenty of buckellas on us both individually and as a group. Believe me, this forum has made lots of money for Lance and QAS. Maybe we as forum members should be treated a bit better, whaddya think??????\

Evelyn
 
my thoughts

my thoughts

To me one of the great things about this forum is is the opportunity to make us more knowledgable 'consumers' in all phases of life w/ valve replacement, so we can make informed decisions. and part of that process is being able to learn as much info as possible. When deciding on a valve, I want to have any knowlegde I can get from other members experience. Know all of the thoughts that should play in choosing a valve, age, want children, other medical conditions, ect. I want to know what questions other ask their doctors and the replies, I want to know even more the questions people WISHED they asked their docs,but didn't think of. I want to learn from members experiences, both good and bad, w/ certain docs, hopsitals insurance companies. Then I can think everything thru and weigh one thing against the other and come up w/ a plan knowing the best choise was made considerring everything and won't have to second guess myself. The same things should play into getting a home testing unit and who you want to do business with. When the new partnership started, I was really confused when I read all the life style articles on the ptinr site, because they were saying things so completely different then the member here say about life on coum and what is dangerous ect. BUT then I thought it was a good thing to be able to read 2 completely different view points on life w coumaden, it may be confusing but at least it is another viewpoint to consider when making life choices.
So I guess what I'm trying to say I always liked that people could voice their concerns compliments or complaints here and other poeple would be able to learn something else. I think if people couldn't say a justified complaint against a certain company just because they sponsor this site, that would be very sad and would make people question how good any of the info here is.Lyn
 
Good business practices are good practices, and bad business practices will become a very large burden for the company to bear.

If things need to be weeded out at QAS, then this company will be all the better for the weeding.

Get rid of those employees that do not want to work. God knows, there are many, many others who really want to work who will take their empty places and do a much better job.

Maybe it is difficult to deal with insurance companies, but that is the business QAS chose. So they have to learn how to do it and do it right. This is not up to your customers.

And by the way, Joe is a potential customer of QAS, so I am reading all this with a very sharp eye.

I do NOT like lazy business people, the world is way too ful of them.
 
Lynlw said:
To me one of the great things about this forum is is the opportunity to make us more knowledgable 'consumers' in all phases of life w/ valve replacement, so we can make informed decisions. and part of that process is being able to learn as much info as possible. When deciding on a valve, I want to have any knowlegde I can get from other members experience. Know all of the thoughts that should play in choosing a valve, age, want children, other medical conditions, ect. I want to know what questions other ask their doctors and the replies, I want to know even more the questions people WISHED they asked their docs,but didn't think of. I want to learn from members experiences, both good and bad, w/ certain docs, hopsitals insurance companies. Then I can think everything thru and weigh one thing against the other and come up w/ a plan knowing the best choise was made considerring everything and won't have to second guess myself. The same things should play into getting a home testing unit and who you want to do business with. When the new partnership started, I was really confused when I read all the life style articles on the ptinr site, because they were saying things so completely different then the member here say about life on coum and what is dangerous ect. BUT then I thought it was a good thing to be able to read 2 completely different view points on life w coumaden, it may be confusing but at least it is another viewpoint to consider when making life choices.
So I guess what I'm trying to say I always liked that people could voice their concerns compliments or complaints here and other poeple would be able to learn something else. I think if people couldn't say a justified complaint against a certain company just because they sponsor this site, that would be very sad and would make people question how good any of the info here is.Lyn
Click to expand...


Hank,
I agree with other posters on this thread, but maybe your point was that the viewpoints being expressed would be better aired on a different VR forum?
Would you prefer compliments and or complaints to be placed on Heart Talk or Anti -Coagulation?
I remember when there was a debate concerning VR donations and you came down squarely on the side of our freedom to debate the issue on the forum. I assume we all still enjoy that freedom, and you're just trying to change the forum make-up rather than influence the forum content.
 
QAS is a very reputable company and has done a lot in helping expand the home INR testing cause by helping people to aquire machines and serve as the go between with insurance companies. They know what insurance companies like to see when applying for home testing. When I got my first machine 4 years ago, my insurance company at the time, had no idea what it was I was requesting and was acting like they were going to turn me down. QAS took over, I received a machine and I paid nothing for it. True, this is QAS's business, but for the life of me, I can't imagine why anyone would want to have a job where they must deal with insurance companies on a daily basis.:eek:

I also had some problems with QAS this last time when acquiring my INRatio machine. Employees left. The ball got dropped and no one really knew who was responsible for my case. But I did eventually get my machine.

And I guess my point is, I think it's good to air grievances. I'm certain that QAS wants to know when problems occur because then they can see to their resolution. But let's not throw the baby out with the bath water. We have a lot of people who will be wanting to home test and QAS and their experience may be able to get a lot further with the insurance companies than the individual person can.
 
I love you people.......

I love you people.......

You folks are awesome. You always step right up with exactly what is on your mind and that is something I love about this place.

My intention was not to say that you couldn't speak your mind about your issues.

When I read Krista's post, it seemed to me like the forum was being used as a way to cummunicate with QAS and as a forum to spell out a grevience with them.

My point was to let you all know that this forum is not meant as a tool to get the attention of ANY company.

While I have always supported people speaking their minds (notice I did not edit or remove the post), I want this forum to be overwhelmingly filled with posts about home testing and constructive comments.

Anyone uderstand where I am coming from?
 
Hank said:
You folks are awesome. You always step right up with exactly what is on your mind and that is something I love about this place.

My intention was not to say that you couldn't speak your mind about your issues.

When I read Krista's post, it seemed to me like the forum was being used as a way to cummunicate with QAS and as a forum to spell out a grevience with them.

My point was to let you all know that this forum is not meant as a tool to get the attention of ANY company.

While I have always supported people speaking their minds (notice I did not edit or remove the post), I want this forum to be overwhelmingly filled with posts about home testing and constructive comments.

Anyone uderstand where I am coming from?
Click to expand...


Hank that makes perfect sense, and i am glad you clarified and didn't remove the thread, that would have really made people wonder and read more into it..
I think this is simpley the case of one of the problems w/ the internet, things can seem so different in writing then if it was a face to face conversation, so thanks Lyn
 
Hank said:
You folks are awesome. You always step right up with exactly what is on your mind and that is something I love about this place.

My intention was not to say that you couldn't speak your mind about your issues.

When I read Krista's post, it seemed to me like the forum was being used as a way to cummunicate with QAS and as a forum to spell out a grevience with them.

My point was to let you all know that this forum is not meant as a tool to get the attention of ANY company.

While I have always supported people speaking their minds (notice I did not edit or remove the post), I want this forum to be overwhelmingly filled with posts about home testing and constructive comments.

Anyone uderstand where I am coming from?
Click to expand...

Hank,
You were doing so well at the beginning of your post.;) ;)

Then you said, " . . . .notice I did not edit or remove the post"
I'm not sure that I know which post you're referring to. Did you mean yours or Krista's? I personally feel that you would have been better served if you had removed yours (I never would have posted to the thread except for your reply), but my goodness Hank, I would be shocked beyond belief if you had edited or removed Krista's!

Finally you've written, "I want this forum to be overwhelmingly filled with posts about home testing and constructive comments." I think many of the posts on the thread have been constructive, and QAS's service is ultimately responsible for the type of feedback they receive on this forum.

So yes, I understood you for half your post :) but I lost you at the end!:confused:
 
Well I am very sorry to hear about the problems with Qas. I have to be fair and say I have had absolutely no problems what so ever with them. Now maybe its because my insurance company has covered 100% of the machine and test strips, I don't know. They even call me early to reorder because it takes about 3-4 weeks for ins. approval for more strips. Hope you get the kinks worked out.
 
Qas

Qas

Hello,

I wanted to thank Krista for bringing that problem to our attention. Since she was able to notify us of a problem in our reports, we have made policy changes to make sure they don't happen again. Without this forum, it could have happened again. Thanks Krista! Here is a message from our A/R manager to me:

Lance,
Thank you for bringing this to my attention. I researched this further and found that some letters were mailed in error regarding account balances. QAS ran a report on payments from a specific insurance company. The report indicated we had not received payment from the insurance company. This then generated letters showing we had not received payment. I will address this with all the A/R reps to be aware of this problem and we will not use that reporting system in the future. None of the accounts have been turned over to collections and will not be reported against their credit.

This particular insurance company will only send out denials or payments to the card holder and not QAS. If any customers receive this letter and know that they have not been reimbursed directly from their plan please forward to accounts receivables so that we can assist in getting the member reimbursed. We file claims by paper with attachments however when they forward to the members plan often those attachments are not sent which causes further delay.

Again, thanks for bringing this to my attention.




Rebecca A Fine
Account Receivable Manager
 
First of all, VR members THANK YOU for your support. I really do appreciate it... It is that awesome support that got me through one of the lowest points in my life...it is what keeps me coming here.... Im grateful

Lance,
Thank you for your assistance with this matter. I appreciate your quick response and resolution. I have received the faxes I requested, was waiting for these to arrive before I posted again. (The "paid in full" statements).

I do want to correct a statement made by your A/R Manager that is not true though. I purchased my machine from you with my credit card, and after 5 months of fighting with my insurance company they FINALLY reimbursed me. However, when they did they sent the check directly to QAS made out to QAS. You had to send me a reimbursement check when you recieved it. This was even after I had written in HUGE print all over the claim form that I had "already paid the provider."

Regardless, Im glad you found the problem and have taken steps to resolve it so this doesnt happen to someone else.

As you can see Hank it is quite likely that someone else on the board could also recieve one of these letters just like I did, luckily for them they will not have to go through the same stress I have been going through since Friday when all of this started. ;)

Krista Farmer
 
Isn't it amazing what good things can happen when problems are brought into the light of day instead of being swept under the rug?
 
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