Frequently Asked Questions

What If I Have a Remaining Balance?

 Should you have a remaining balance our company will provide you with four different payment options to choose from, as referenced below. Please allow 4-6 weeks processing time from date of delivery.

  • Option #1 – Secondary Insurance
  • Option #2 - Pay balance by Credit Card
  • Option #3 – Pay balance in installments

What Is The Return Policy?

 Purchased equipment that does not meet the needs of the patient may be returned to A & D Medical Supply within three (3) days from start of service with the approval of A & D Medical Supply:

Has not been modified or repaired by someone other than an authorized representative.

Replacement equipment will be provided when necessary/requested.

Equipment will not be accepted that has been used or to which unauthorized modifications or repairs have been made.

What is the MEDICARE DMEPOS SUPPLIER STANDARDS DMEPOS?

 MEDICARE DMEPOS SUPPLIER STANDARDS DMEPOS suppliers have the option to disclose the following statement to satisfy the requirement outlined in Supplier Standard 16 in lieu of providing a copy of the standards to the beneficiary. 

The products and/or services provided to you by A & D Medical Supply are subject to the supplier standards contained in the Federal regulations shown at 42 Code of Federal Regulations Section 424.57(c). These standards concern business professional and operational matters (e.g. honoring warranties and hours of operation). The full text of these standards can be obtained at http://ecfr.gpoaccess.gov. Upon request we will furnish you a written copy of the standards. 

Does My Product Have A Warranty?

Every product sold or rented by our company carries a 1-year manufacturer’s warranty. A & D Medical Supply will notify all Medicare beneficiaries of the warranty coverage, and we will honor all warranties under applicable law.

A & D Medical Supply will repair or replace, free of charge, Medicare-covered equipment that is under warranty. In addition, an owner’s manual with warranty information will be provided to beneficiaries for all durable medical equipment where this manual is available.

What Are My Rights?

A & D Medical Supply will provide patients, caregivers, customers, facilities and referrals with general information concerning our staff and time frame for completing physician orders and delivery times.

Patient Rights:

  • The patient has the right to considerate and respectful service.
  • The patient has the right to obtain service without regard to race, creed, national origin, sex, age, disability, diagnosis or religious affiliation.
  • Subject to applicable law, the patient has the right to confidentiality of all information pertaining to his/her medical equipment service. Individuals or organizations not involved in the patient’s care, may not have access to the information without the patient’s written consent.
  • The patient has the right to make informed decisions about his/her care.
  • The patient has the right to reasonable continuity of care and service.
  • The patient has the right to voice grievances without fear of termination of service or other reprisal in the service process.

Patient Responsibilities: 

  • The patient should promptly notify the Home Medical Equipment Company of any equipment failure or damage.
  • The patient is responsible for any equipment that is lost or stolen while in their possession and should promptly notify Home Medical Equipment Company in such instances.
  • The patient should promptly notify the Home Medical Equipment Company of any changes to their address or telephone.
  • The patient should promptly notify the Home Medical Equipment Company of any changes concerning their physician.
  • Except where contrary to federal or state law, the patient is responsible for any equipment rental and sale charges which the patient’s insurance company/companies does not pay.

What if I Have A Compliant?

You have the right to freely voice grievances and recommend changes in care or services without fear of reprisal or unreasonable interruption of services. Service, equipment, and billing complaints will be communicated to management and upper management. These complaints will be documented in the Medicare Beneficiaries Complaint Log, and completed forms will include your name, address, telephone number, and health insurance claim number, a summary of the complaint, the date it was received, the name of the person receiving the complaint, and a summary of actions taken to resolve the complaint. All complaints will be handled in a professional manner. All logged complaints will be investigated, acted upon, and responded to in writing or by telephone by a manager within a reasonable amount of time after the receipt of the complaint. If there is no satisfactory resolution of the complaint, the next level of management will be notified progressively and up to the president or owner of the company. 

CMS Phone Number: 800- 633-4427

OIG Phone Number: 800—447-8477

BOC Phone Number: 877-776-220.