Zynex Medical

Zynex Medical Inc.

9555 Maroon Cir

Englewood, CO [protected]

Buyer Beware: My doctor sent a referral to pain management to Zynex Medical for a pain management device. I received an unsolicited call from them back in November 2021 saying they had been given a prescription to help my pain and wanted to confirm the information to ship the device. I immediately questioned this because my doctor never mentioned this “prescription” was being sent to me. Because I had already reached my out-of-pocket max for 2021, I wanted to ensure this was covered by Insurance, and the representative said that’s the excellent part. If Insurance doesn’t cover it, you only pay 25.00 a month, and if it gets to 10 months, you own the device. When asking if they were in or out of network, they confirmed they were in-network but couldn’t tell me what the cost would be until the device was shipped to me. This should have been a huge red flag for me, and I should have hung up right there. However, I was busy and said, sure, why not? I’ll return it if it’s not covered.

Sure enough, shortly later, a device shows up at my door, and I get a welcome call asking what frequency I want the “supply packets” sent. I told the rep I did not want to sign up for any subscription service or anything related to the device until I knew if I had to pay for the device. They said it was still in processing, and they would be in contact if anything were needed from me. Fast forward two months, and I start getting these packages of wires and a 9-volt battery shipped monthly. Zynex reached out to me in January, stating they needed my updated insurance information because my Insurance had changed. I asked why they would need the updated information as the device should have been paid for in November. That’s when the hammer came down. They don’t bill for the machine to Insurance in one installment. It’s 379.00 over 18x months for 6,822.00 billed to Insurance. I asked the rep how it is a machine that could be bought at the “Deeply discounted customer price” of 250.00 and cost insurance of 6822.00. They said that was standard billing practices which I scoffed at and said that sounds like insurance fraud if you ask me. I told them I wanted to return the device since it was still in the packaging and unopened. They agreed and said I could return it for the low, low price of 25.00 a month since November. I said I would not pay it until the return label was issued to me. They agreed but guess what? No label ever came.

Now entering March, I received a call from someone in billing from Zynex saying I owed 400.00 for Dec, Jan, Feb, and March. They needed my updated insurance information, or I would need to pay 1600 for the supplies and the pro-rated insurance amount. I said I wasn’t giving them my info as I tried to return this in January to no avail and I sure as hell wasn’t giving them 400 a month for a 9-volt battery and some whatever wires were in the package when I specifically told them I did not want this shipped out in November. The billing rep then advised me this was standard, and I was responsible for the balance. I explained to him unless he could provide a recorded message where I authorized the subscription of a 400.00 monthly package to my address or a signed agreement from me, these charges were not valid, and they needed to be addressed internally at Zynex as I would not be paying for them. The representative then reversed course and stated I just needed to pay for the machine. I asked why would I pay for the device when my Insurance had already paid them. The representative then stated they had not been paid, and I referenced my online EOB, which said otherwise. I then brought up the fact I attempted to return the device in January, so why would I pay for additional months when I should have been able to return it immediately, and Insurance already had paid them the allotted 104.00 they were obligated to pay. Zynex then advised me that the checks were issued and I simply kept the money, which was not the case.

Thus began my insurance rabbit hole journey wasting countless hours of my time. As it turns out, Zynex billed my Insurance as out-of-network, but they are in-network. This caused my Insurance to issue checks to me and mail them to their billing address. After speaking with my Insurance multiple times to sort it out, we were able to put a stop payment on the checks and have them re-issued to me. Thus I finally got a check in the amount of 104.00 and proceeded to call back Zynex in April

Zynex in April advised me the 400.00 monthly charges had been waived, but now my bill was 300.68. I balked at this and asked how in gods green earth I could owe 300.68. They then proceeded to tell me other claims were made, and thus, the running total now was 104 + another check of 147.44 for a claim they produced and was paid. I, of course, still wanted to return the device, and they advised me to return the device was 25.00 * six months or 150.00. I then asked for justification on where the additional monies came from they said it was “Customer responsibility.” I finally broke down and said fine, I’ll try to get your checks, but this is insane. If you billed it correctly to my Insurance in the first place, this wouldn’t be a problem. They then advised me my insurance company in Washington state was out of network. I then suggested to them yet again that this was NOT my insurance plan. I had a national plan provided by Blue Cross Blue Shield, and I had a letter from them stating Zynex was in-network.

Now we enter May, and I called Zynex back again and advised my Insurance showed no such payment to me but instead to Zynex themselves. I told the supervisor I’d give you 150.00 to please go away. The supervisor said she would check with her internal billing department and get back to me on Monday. Sure enough, there was no call on Monday, so I called on Tuesday and got disconnected when transferred to a supervisor. Thursday, the same story, and then finally, on Friday, I got ahold of a supervisor who advised me my new required payment would be 251.44. I said wait, how did we get to 251.44 he then informed me the additional check was issued to me back in April. I, of course, advised him the check was probably in their mailbox there at Zynex but had my name on it because they couldn’t get anything right in the billing department. Long story short, the company finally broke me and wore me down to the point where I outright paid the 251.44 to go away. The supervisor was friendly enough to “write off” my customer responsibility of 71.00+ since I had to go through all of this. I said this was absolute insanity as the only amount I was given was 104 from my Insurance, so I ended up paying the money out of my pocket, and Zynex got to laugh all the way to the bank. I have never written to the state attorney general or the BBB, but in this case, I feel like I need to because this company seems like an outright scam and or fraud in the making. Are they within the laws probably, but is it ethical to charge insurance 6800 for something a consumer can buy for 250, absolutely not. Charging 400 for electrodes and a 9v battery should be illegal, period. If this complaint saves just one person the agony of ever dealing with this company, it was worth the time I spent crafting it.

This company keeps billing me for the TENS Unit, that was referred to me by my Physical Therapists and which I ordered after I was told that my insurance would cover the entire costs of the unit. My rehab therapists office called their Zynex Sales rep to confirm with him that the device would be entirely covered by my insurance, I have Blue Cross, Blue Shield and also Medicare B . The salesman told them that the unit would definitely be covered entirely, , and told them I should go to their website and order the device.

When I went to the website to order it, I had to fill out my insurance information, again in order for them to ship the TENS Unit, and if the insurance was denied they would not be sending the unit.

They sent me the unit and I began using it and within a week, the battery went out, so I had to start purchasing batteries every week or so. Then after I spent a lot of money for these batteries, , the company Zynex started sending me batteries and electrodes every month and some of the electrodes that they were sending me did not apply to the unit I had, they were round, and the belt I was using had square electrode pads. I called the company to tell them and I asked them if what hey were sending was covered by insurance and if not I didn't want to receive these items anymore. They said absolutely they were covered and I wouldn't have to pay for them.

One night while I was using the unit my legs turned purple and red, from the top to my ankles so I immediately turned the unit off, and called my doctor the next day and he said to quit using the unit.

In the meantime I received a bill from ZYNEX for 1500.00 in the mail. I called them immediately and asked what was the bill for and they said my insurance didnt cover the device and the bill was for the unit and all the electrodes and batteries they sent me, that were unopened and never used. I told them that I had the insurance pre qualified before I purchased it by my Physical Therapy company and also their local salesman. They told me that wasn't true . They wanted me to send back all the unopened batterys and electrodes, and the remote control unit. I did that the same day. They are now sending me a bill every month for 150.00 .

I do not owe them anything, in fact I have been diagnosed with CRPS and have seen 12 doctors since I last used their device, and my legs are still purple and blood red and I have nerve damage which I didn't have before using the Zynex belt. I am on Nerve pills 3 times a day, and pain management.

I refuse to pay that 150.00 bill they keep sending me and if it shows on my credit I will get an attorney and possibly take action for the billing and my nerve damage.

Barbara Caballero
[protected]@gmail.com