The complaint has been investigated and
resolved to the customer's satisfactionResolved CareCentrix — unethical behaviour
resolved to the customer's satisfaction
Centrix customer service is HORRENDOUS. They are completely unprofessional. They are good at giving you the run around and excellent at escalating the complaints to the next level of incompetence It's unfortunate that their customer service employees come across as having no desire to resolve patients' issues.
I have been personally driving the process since October 19, 2018 and, as of this writing, I keep getting different excuses and finger pointing without a concrete resolution. I have spoken to at least 15+ individuals and have around 22 pages of correspondence while getting different versions on the approval process. I have communicated with two supervisors and as today (11/13/18) I am back to square one…This is completely unacceptable.
Centrix has constantly lied to me, not called me back when they said they would. I have provided Centrix representatives with two doctors' authorizations as well as suppliers that carry the device and apparently it is not enough.
I was told that a peer to peer review was no longer necessary, now it is back on the table. I was told that all required information was available and that the issue would be escalated once again. I was told a medical supply was contacted and that they would call me. I am still waiting.
I will continue to contact as many people as I can regarding the inappropriate and irresponsible way that care Centrix operates. I am sure that your employees' version of events will prevail, however, please review my files and hopefully you'll see the big picture.
It is beyond me how a team of your people deny approving the up walker and labeling it as "not necessary". They have not seen me and have no clue as to how I feel and walk. Their primary answer seems to be a non-approval methodology without heeding my doctors' prescriptions and are hoping I go away.
I will keep at it until this is resolved.
Ken and his team were instrumental in resolving my issue. Ken should be recognized for the work he did in leading the team to a happy outcome. They never gave up. Thank you!!! Gus S [protected] Case 0091
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