Stan's Auto Tech Center

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below First, this is poor customer serviceThe first call I returned to Rogers was on Fri, Dec 15, which was before this response was submittedI have called again on Dec and In each attempt to return calls, I received voicemailAdditionally, I received the one letter that was sent on Dec 22, also after this responseTo state that I am unresponsive is not factual.Second, my ability to pay the Rogers bill is not at issue - I am financially secure, went to graduate school at Princeton, worked in leadership in the financial industry managing multi-billion dollar products and now own an executive coaching and consulting businessThird, the CFO is stating that they recently discovered issues with Discover CardRecent, of course, is a subjective termI might view that as within the past month, but this has been going on many monthsAnd, this is the most recent response to a broader problemOther responses include: [redacted] my statements were not properly consolidated - this problem has been going on for over a yearBecause of this, I had one statement go to collections multiple times because this one statement was never consolidated after many phone calls, so it appeared I never paid it when I thought it was consolidated into one bill[redacted] I was informed that yet another reason my statement went to collections is because there was a software change and random accounts were sent to collectionsThis means there was no quality control or double checking or testing - that I had to reach out on my own after my statement went to collections to get this resolved even though it was Rogers responsibility [redacted] And, finally, this most recent excuse is issues with Discover CardIf there was a problem charging a credit card that Rogers previously charged successfully, it is 100% the business' problemOther companies that offer auto-pay never send my account to collections if my credit card stops workingI receive an email, a phone call, some kind of messageTo have a policy that just sends accounts to collections without any checks in place to see if the problem is on your end is a significant issue.While all of these reasons may be true, they aren't the responsibility of the consumerMaybe Rogers doesn't have to care about amazing customer service because people come to them feeling like they have no other options, but that's what makes this situation so much worse, and it flies in the face of their stated mission and valuesI'm on top of my money, what about people who aren't, who assume Rogers has done right by them after they set up a payment plan? Part of Rogers' mission statement is that success is demonstrated in financial integrityI'm struggling to see how these issues and actions are in financial integrity - there are clear systemic problemsAdditionally, one of your values states you are committed to living your values in all aspects of your work, through your policies, behaviors and all interactionsWhat are your policies on when an account is sent to collections? What kind of processes do you have in place to ensure that the action the customer expects based on one or more conversations actually takes place? This is in direct conflict with your own written values.I am interested in a systematic review and the outcomes of thatWho else is being harmed that may not have the capacity to speak up or doesn’t understand how to address these complex billing issues? Real people are affected by these unvetted practices, and I'm interested in hearing how Rogers plans to address this so that others aren't harmedYes, I want my account fixed, but I also want to hear how Rogers is taking responsibility for the systematic problems that clearly exist Regards, [redacted] ***

Rogers Memorial Hospital’s response is that the patient /family does owe the amount in $as shown in the attachment.The attachment is what is called an explanation of benefits from the insurance company showing our total billed amount and that the patient has an out-of-pocket cost of $ This is indicated under the patient responsibility column Statements were sent out to the patient/family along with a pre-collection letter, however payment was not received and the account was sent to a collection agency The customer’s statement of the problem also indicated smaller bills between $and $ These were bills for the physicians which have been paid However, the $remains unpaidIf you have any further questions, please call me at [redacted] Sincerely, *** [redacted] Director of Patient AccountsRogers Memorial HospitalValley RoadOconomowoc, WI53066Phone: 262-646-

Rogers Memorial Hospital has received verification from the collection agency that the patient’s bill has been paid in fullRogers Memorial Hospital has also verified that the bill was NOT placed with a credit bureau and that the patient’s credit remains in good standingIf I can be of any further assistance, please contact me at the below phone numberThank you, *** [redacted] Director of Patient AccountsRogers Memorial HospitalValley Road, Oconomowoc, WI 53066Phone: 262-646-1133Fax: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, this is poor customer serviceThe first call I returned to Rogers was on Fri, Dec 15, which was before this response was submittedI have called again on Dec and In each attempt to return calls, I received voicemailAdditionally, I received the one letter that was sent on Dec 22, also after this responseTo state that I am unresponsive is not factual.Second, my ability to pay the Rogers bill is not at issue - I am financially secure, went to graduate school at Princeton, worked in leadership in the financial industry managing multi-billion dollar products and now own an executive coaching and consulting businessThird, the CFO is stating that they recently discovered issues with Discover CardRecent, of course, is a subjective termI might view that as within the past month, but this has been going on many monthsAnd, this is the most recent response to a broader problemOther responses include:* my statements were not properly consolidated - this problem has been going on for over a yearBecause of this, I had one statement go to collections multiple times because this one statement was never consolidated after many phone calls, so it appeared I never paid it when I thought it was consolidated into one bill.* I was informed that yet another reason my statement went to collections is because there was a software change and random accounts were sent to collectionsThis means there was no quality control or double checking or testing - that I had to reach out on my own after my statement went to collections to get this resolved even though it was Rogers responsibility* And, finally, this most recent excuse is issues with Discover CardIf there was a problem charging a credit card that Rogers previously charged successfully, it is 100% the business' problemOther companies that offer auto-pay never send my account to collections if my credit card stops workingI receive an email, a phone call, some kind of messageTo have a policy that just sends accounts to collections without any checks in place to see if the problem is on your end is a significant issue.While all of these reasons may be true, they aren't the responsibility of the consumerMaybe Rogers doesn't have to care about amazing customer service because people come to them feeling like they have no other options, but that's what makes this situation so much worse, and it flies in the face of their stated mission and valuesI'm on top of my money, what about people who aren't, who assume Rogers has done right by them after they set up a payment plan? Part of Rogers' mission statement is that success is demonstrated in financial integrityI'm struggling to see how these issues and actions are in financial integrity - there are clear systemic problemsAdditionally, one of your values states you are committed to living your values in all aspects of your work, through your policies, behaviors and all interactionsWhat are your policies on when an account is sent to collections? What kind of processes do you have in place to ensure that the action the customer expects based on one or more conversations actually takes place? This is in direct conflict with your own written values.I am interested in a systematic review and the outcomes of thatWho else is being harmed that may not have the capacity to speak up or doesn’t understand how to address these complex billing issues? Real people are affected by these unvetted practices, and I'm interested in hearing how Rogers plans to address this so that others aren't harmedYes, I want my account fixed, but I also want to hear how Rogers is taking responsibility for the systematic problems that clearly exist
Regards,
*** ***

Rogers Memorial Hospital has informed the collection agency to close out the account of $6,203.30.The balance on her account is now zero. But in doing such, please do not misinterpret that Rogers Memorial Hospital was wrong in regard to the patient’s bill. Her bill was valid and Rogers Memorial Hospital could have proceeded with the full collection of $6,203.30. If you have any further questions, please contact me at the below phone number. *** *** ***Director of Patient AccountsRogers Memorial HospitalValley Road, Oconomowoc, WI 53066Phone: 262-646-1133Fax: [email protected]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ***

Rogers Memorial Hospital’s response is that the patient /family does owe the amount in $as shown in the attachment.The attachment is what is called an explanation of benefits from the insurance company showing our total billed amount and that the patient has an out-of-pocket cost of
$443.12. This is indicated under the patient responsibility column. Statements were sent out to the patient/family along with a pre-collection letter, however payment was not received and the account was sent to a collection agency. The customer’s statement of the problem also indicated smaller bills between $and $100. These were bills for the physicians which have been paid. However, the $remains unpaid. If you have any further questions, please call me at *** Sincerely, *** *** ***Director of Patient AccountsRogers Memorial HospitalValley RoadOconomowoc, WI53066Phone: 262-646-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, this is poor customer serviceThe first call I returned to Rogers was on Fri, Dec 15, which was before this response was submittedI have called again on Dec and In each attempt to return calls, I received voicemailAdditionally, I received the one letter that was sent on Dec 22, also after this responseTo state that I am unresponsive is not factual.Second, my ability to pay the Rogers bill is not at issue - I am financially secure, went to graduate school at Princeton, worked in leadership in the financial industry managing multi-billion dollar products and now own an executive coaching and consulting businessThird, the CFO is stating that they recently discovered issues with Discover CardRecent, of course, is a subjective termI might view that as within the past month, but this has been going on many monthsAnd, this is the most recent response to a broader problemOther responses include:* my statements were not properly consolidated - this problem has been going on for over a yearBecause of this, I had one statement go to collections multiple times because this one statement was never consolidated after many phone calls, so it appeared I never paid it when I thought it was consolidated into one bill.* I was informed that yet another reason my statement went to collections is because there was a software change and random accounts were sent to collectionsThis means there was no quality control or double checking or testing - that I had to reach out on my own after my statement went to collections to get this resolved even though it was Rogers responsibility* And, finally, this most recent excuse is issues with Discover CardIf there was a problem charging a credit card that Rogers previously charged successfully, it is 100% the business' problemOther companies that offer auto-pay never send my account to collections if my credit card stops workingI receive an email, a phone call, some kind of messageTo have a policy that just sends accounts to collections without any checks in place to see if the problem is on your end is a significant issue.While all of these reasons may be true, they aren't the responsibility of the consumerMaybe Rogers doesn't have to care about amazing customer service because people come to them feeling like they have no other options, but that's what makes this situation so much worse, and it flies in the face of their stated mission and valuesI'm on top of my money, what about people who aren't, who assume Rogers has done right by them after they set up a payment plan? Part of Rogers' mission statement is that success is demonstrated in financial integrityI'm struggling to see how these issues and actions are in financial integrity - there are clear systemic problemsAdditionally, one of your values states you are committed to living your values in all aspects of your work, through your policies, behaviors and all interactionsWhat are your policies on when an account is sent to collections? What kind of processes do you have in place to ensure that the action the customer expects based on one or more conversations actually takes place? This is in direct conflict with your own written values.I am interested in a systematic review and the outcomes of thatWho else is being harmed that may not have the capacity to speak up or doesn’t understand how to address these complex billing issues? Real people are affected by these unvetted practices, and I'm interested in hearing how Rogers plans to address this so that others aren't harmedYes, I want my account fixed, but I also want to hear how Rogers is taking responsibility for the systematic problems that clearly exist
Regards,
*** ***

We received a copy of the above reference ID, regarding Billing or Collection Issues We recently experienced technical difficulties specific to the Discover Card merchant. As a result, no payments were automatically charged on this account per the customer
agreement. To rectify, we have removed the account from collections, credited the account as if those payments were received over the past year, and have also offered additional discounts on the remaining balance To date, we have not received any response to our multiple calls and correspondence to help remedy the matter. Thank you, *** ***
Chief Financial OfficerRogers Behavioral HealthValley Road, Oconomowoc, WI 53066P262-646-| C414-491-7547arnold.stueber@rogershospital.orgrogersbh.orgLifeWorthLiving.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I still do not accept the fact that the bill was handed over to a collection agency prior to a formal explanation.Moreover, the bill has been paid The check was signed and sent on 06/12/and deposited on 06/23/ This is what my bank statement tells me Please review this to confirm that the money has been received
Regards,
*** *** ***

Rogers Memorial Hospital has received verification from the collection agency that the patient’s bill has been paid in full. Rogers Memorial Hospital has also verified that the bill was NOT placed with a credit bureau and that the patient’s credit remains in good standing. If I can be of any further assistance, please contact me at the below phone number. Thank you, *** *** ***Director of Patient AccountsRogers Memorial HospitalValley Road, Oconomowoc, WI 53066Phone: 262-646-1133Fax: [email protected]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did in fact contact my insurance company regarding their claim of "pre-existing condition".I was told that a statement was needed from the Roger's physician responsible for my care to dispute this.I requested this from Rogers via a phone call (no supporting documentation of that available on my end, obviously).Rogers did not provide it.I was a mental-health patient, not an M.D.I take personal responsibility for having allowed this to drag out for so long.However, I have had two other immediate family members receive services from Roger's in the interim years, and the amount of "insurance discount" on those treatments were huge.I have already made personal cash payments of over $9,on total gross bills of $14,400.This is a LOT more cash than Rogers would have received from properly-collected insurance plus my co-pays.Please understand that this is basically two total bills combined(one for inpatient services, then almost-immediate outpatient services - IOP)One already-paid 100% of gross billings, and another with the outstanding balance of $6,in question. I don't care if Rogers looks at these individually, I look at them in total (all services occuring within about a month period)I maintain that I should owe zero to Rogers.#because they already received more than likely would have been obtained thru proper insurance collection (and personal co-pays, etc)#because Rogers billing/collection dept (and more likely, the doctors) did not thoroughly do their job.I AM willing to settle this for a very modest cash payment, just to make it go away.Regards,*** ***

We received a copy of the above reference ID, regarding Billing or Collection Issues We recently experienced technical difficulties specific to the Discover Card merchant. As a result, no payments were automatically charged on this account per the customer
agreement. To rectify, we have removed the account from collections, credited the account as if those payments were received over the past year, and have also offered additional discounts on the remaining balance To date, we have not received any response to our multiple calls and correspondence to help remedy the matter. Thank you, *** ***
Chief Financial OfficerRogers Behavioral HealthValley Road, Oconomowoc, WI 53066P262-646-| C414-491-7547arnold.stueber@rogershospital.orgrogersbh.orgLifeWorthLiving