Weill Cornell Physicians

On 4/*/I was trying to make an appointment with DRKatherine C [redacted] by calling **SSN [redacted] and after minutes of getting their music I spoke for a second to someone else who transferred me again and and again was transferred and I am on the phone minutes now and still didn't make an appointment This place has good doctors, but the clerks, nurses , receptionists are running the place with long waiting times, appointment manipulations and black market for appts which probably is reserved for their friendsA clerk on the phone by the name Charles, (not sure that's the name) transferred me againI didn't get any appointment For 4-years OBGYN receptionists (spanish) have been denying me an appointmentI give this place an FNever mind the doctors if you have to go through a series of unscrupulous people It's not worth it like many things in the corrupt NYC

We have made the necessary corrections to [redacted] ***'s account and have ceased pursuing him for paymentAn apology letter has also been sent to [redacted] ***His request to remove him from our database has been forwarded to our External Affairs representative [redacted]

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 and the matter has been resolved
The money I was owed has been reimbursed to my account
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Sincerely,
***

Revdex.com:
At this time, I have not been contacted by Weill Cornell Physicians regarding complaint ID ***
Sincerely,
*** ***

Revdex.com:
At this time, I have not been contacted by Weill Cornell Physicians regarding complaint ID***
Sincerely,
*** ***

On 4/*/2016 I was trying to make an appointment with DR. Katherine C[redacted] by calling **SSN** and after 47 minutes of getting their music I spoke for a second to someone else who transferred me again and and again was transferred and I am on the phone 45 minutes now and still didn't make an appointment.
This place has good doctors, but the clerks, nurses , receptionists are running the
place with long waiting times, appointment manipulations and black market for appts which probably is reserved for their friends. . A clerk on the phone by the name Charles, (not sure that's the name) transferred me again. I didn't get any appointment.
For 4-5 years OBGYN receptionists (spanish) have been denying me an appointment. I give this place an F. Never mind the doctors if you have to go through a series of unscrupulous people.
It's not worth it like many things in the corrupt NYC.

This letter is in response to the aforementioned complaint ID [redacted], detailing my communication with the customer and our resolution.
On October [redacted] I received a call from [redacted] who expressed his dissatisfaction regarding his account and billing discrepancies for services...

that were rendered at the [redacted]. We both confirmed he received a total of 34 visits with an estimated out of pocket responsibility of $510 for copayments. [redacted] further informed me, he was billed for services not rendered on July **, 2014.
I received an email from [redacted] later that day at 3:49pm detailing our conversation and the irregularities and inconsistencies in his statement billing. A call was placed to [redacted], [redacted] and [redacted] of the [redacted] for Treatment and Research. [redacted] confirmed the charged amount of $50 on July [redacted] was indeed entered on the wrong account. I, therefore, was given the authorization to remove the charge from [redacted]’s account.
I acknowledged receipt of [redacted]’s email on October [redacted] and a Payment Plan Agreement was established with a 25% of the $510 equal $127.50 down payment and a two months payment of $191.25 equally to settle the remaining out of pocket obligation.
[redacted] accepted the agreement and to my understanding the account was resolved.
If further information is required, I can be reached at ###-###-####.

We have made the necessary corrections to [redacted]'s account and have ceased pursuing him for payment. An apology letter has also been sent to [redacted]. His request to remove him from our...

database has been forwarded to our External Affairs representative. [redacted]

Review: Between the months of July and August of 2014 I attended 34 group therapy sessions at the [redacted] for [redacted]). These sessions, I was informed during my intake, were covered by my insurance. My health insurance company requires that I pay a deductible of $15 per session, like I do for most medical services. At the [redacted], unlike other health service providers, you are not charged for your deductible on the day you receive services. Many weeks later, you receive a bill from Weill Cornell Physicians [auspices under which this clinic operates to the best of my knowledge, even though New York Hospital originally misinformed me and claimed this clinic was associated with the hospital, a claimed alter denied by the [redacted] of the clinic].

After many months of hours on the phone with [redacted]'s billing office and my insurance carrier, and emails that culminated in very unfortunate exchanges with [redacted]'s [redacted], the billing situation remains unresolved. While some of the billing errors have been corrected, I am still to be billed for all the sessions attended, and some of those for which I have already been billed are still not billed properly, requesting payment from me anywhere from 31.80 to 70 dollars as well as charging me for services I did not receive.

I wish my complain was one addressing billing problems alone. In this particular case, unfortunately, the billing problems became a more troubling clinical issue. Thus, I want to not only complain about the problems with billing but also about problems with the inadequate quality of the [redacted] services I received.

After a month of any action on my billing problems, following a commitment to a prompt solution from [redacted]'s business office, I contacted both the service provider and the [redacted] demanding, in that tone in which one makes demands, that they finally take care of the situation. This demand, made over a series of emails between me and the [redacted], escalated into an angry [on my part] and defensive [on the [redacted]'s part], exchange during which I repeated my demand while stating that the problem had been managed so poorly so as to put the quality of the useful, though far from perfect, treatment received at risk. In this exchange I also referred to this incident between me and him, dismissively, as "fodder for clinical meanderings" . I was angry and I was right. Immediately following this exchange, a demand was made of me that I attend a meeting to discuss my "concerns" and "perceptions" in order to "move forward" in my treatment. In effect, I was terminated for treatment on account of my complaint, an effect, of course, that can be easily dismissed wrapped in all sorts of clinical claims to conceal the simple truth of the abuse of a patient under the guise of a clinical expertise that simply lacks the authority to make such demands. I know these clinicians are used to working with terribly disempowered individuals, often in treatment mandated by the state - who does have the authority to make demands. In my particular case, that clinic's demand was not legitimate and simply, as a result, nothing but an abuse of their ability to influence my conduct- that is, on the basis of a putative clinical authority I was effectively removed from treatment. I care little for the legal state of such demands; whether legal or not, poor practice or not, these demands are not right. And it is a termination for you cannot make demands that are not legitimate. A simple adjustment of the language, as in "if you find it useful, we could meet to discuss your concerns and perceptions", would have been endlessly different. But I was not offered an opportunity to discuss my concerns. I was given an order, or else...

An order that turned out to be unfortunate as I had to "choose" to end my treatment as I do not respond to demands such as these with no base in a legitimate authority. I say unfortunate because the sessions were useful in spite of a number of problematic incidents during these sessions, such as a frequent disregard for the the therapeutic importance of beginning and ending sessions at the correct time, interruptions of patients mid-sentence during session by late arrivals and a rearrangement of seats in the middle of a client's disclosure, and the sharing of the details of a patient's life by a clinician as opposed to the patient, among othersDesired Settlement: I would like the bill to be finally adjusted. I have agreed, with conditions, to pay what I know I owe if they agree, in writing, with my conditions. I also want to leave a record of my unfortunate experience at this clinic. My grievance, having been a clinician myself for many years, I know is very easy to dismiss; there is plenty of cheap clinical shots that can be taken to challenge the adequacy of the charges I make that I was "in effect" terminated. However, I hope this complaint can stand as a trace that in the future may give weight to similar complaints by others capable of understanding what I am able to observe on the basis of my academic training. Many there are who have utter blind faith in the authority of a clinic or clinicians, even when such expertise is less than adequately staged or performed. People should not be treated the way I have been treated. A patient's complaint should never be addressed in a way that has the slightest potential to deprive the patient of choice. In the clinical relationship there should be no room for "or else" or "the highway." Had I threatened the integrity or stability of that group, I can understand being required to have a meeting. I never ever challenged the stability of that group. I did not have a right or a reason to do so.

Business

Response:

This letter is in response to the aforementioned complaint ID [redacted], detailing my communication with the customer and our resolution.

On October [redacted] I received a call from [redacted] who expressed his dissatisfaction regarding his account and billing discrepancies for services that were rendered at the [redacted]. We both confirmed he received a total of 34 visits with an estimated out of pocket responsibility of $510 for copayments. [redacted] further informed me, he was billed for services not rendered on July **, 2014.

I received an email from [redacted] later that day at 3:49pm detailing our conversation and the irregularities and inconsistencies in his statement billing. A call was placed to [redacted] and [redacted] of the [redacted] for Treatment and Research. [redacted] confirmed the charged amount of $50 on July [redacted] was indeed entered on the wrong account. I, therefore, was given the authorization to remove the charge from [redacted]’s account.

I acknowledged receipt of [redacted]’s email on October [redacted] and a Payment Plan Agreement was established with a 25% of the $510 equal $127.50 down payment and a two months payment of $191.25 equally to settle the remaining out of pocket obligation.

[redacted] accepted the agreement and to my understanding the account was resolved.

If further information is required, I can be reached at ###-###-####.

Review: I have repeatedly received bills from this organizations for co payments already made at the doctor's office at the time of the visit in question, followed by escalating threats/demands for payment. I have gone through this after every visit to this doctor since he started using this 'service'. The bills/demands have not ceased even after I sent them a copy of the payment receipt for my last visit. I have decided to find another doctor who does not use this organization. Additionally, this organization has had the gall to bother me by mailing me junk mail solicitations for 'contributions'. I cannot possibly fathom how they could think that I would want to contribute to such an organization.Desired Settlement: I would like this organization to stop harassing me by repeatedly sending me bills they know to which they are not entitled. Additionally, I would like this company to remove me from their database, and not send me any more solicitations for contributions. An apology would be appropriate as well.

Business

Response:

We have made the necessary corrections to [redacted]'s account and have ceased pursuing him for payment. An apology letter has also been sent to [redacted]. His request to remove him from our database has been forwarded to our External Affairs representative. [redacted]

Review: I paid at point of service for travel vaccinations on two occasions, on Dec. **, 2013 for $425 and Jan. **, 2014 for $325. I was told that claims would be filed with my insurance company and if the insurance company paid I would be reimbursed the amount I paid at point of service, minus a co-pay. I received a bill in January for the amount I had already paid in December, despite also receiving a notice from my insurance company that they too had paid. I called to inquire. I was told that my insurance company had paid for the December service and I would be reimbursed for $395, which was the amount paid minus my co-pay, and that I owed nothing. In February I called again to check on why I had not yet received the reimbursement from December, and to make sure that I would be reimbursed for January as well. I was told that my claim was never submitted to my insurance company for January, and that the reimbursement from December had been processed and should appear on my credit card. When I said that my card had not been credited, I was transferred to the reimbursement department, where I left a voicemail that was never returned. The woman on the phone also promised to file a claim with my insurance company for the January visit. In late Feb. or early March I called again, having still not received any reimbursement, but having received a notice from my insurance company that they paid for the second vaccination, and having received another bill from Weill-Cornell for the amount I had already paid out of pocket for that second visit. I was told that the first reimbursement was actually still pending and had not yet been credited, and the second one hadn't been submitted but that she would submit it right then, for the amount of $295 (the amount I paid minus $30 copay). When I noted that I had been waiting 2 months for the first reimbursement the woman was hostile and told me that it was a 'big organization and these things take time.' She promised to put a notice in my file to expedite both reimbursements and that I should keep checking my credit card accounts for the credits. I called again around a month later, on April 7 - having still not received any reimbursement for either visit. The first woman put me on hold for a very long time and then I was disconnected. I called back and after a long wait time was connected to another representative. He told me that the first reimbursement had already been credited to my card, and the second one was still 'pending.' I told him that my card had never been credited, that I had been checking all of my credit card accounts everyday to check and the reimbursement had never appeared. He said he would have to put in a note in my file to launch an investigation. When I complained that this whole thing was ridiculous and that they had obviously made a mistake on the first credit and that it shouldn't take months to credit the second one, he said that there was nothing he could do. When I asked who else I could file a complaint with, he laughed and said there was no one to complain to, just him, and that he couldn't expedite any reimbursement or fix the credit card issue, only request an investigation. I asked to speak to his manager, and he transferred me to someone else who did not answer, and I left another voicemail that was never returned.Desired Settlement: I want my promised reimbursements - $395 from the first visit, and $295 from the second visit. This is by far the worst customer service I have received from any organization in my entire life - I should not have to make multiple phone calls over a matter of months for a couple of credit card reimbursements, only to be told that I had been reimbursed when in fact I have not. This organization has now been double paid for months (by both myself and the insurance company) and is holding money that it has agreed is mine. They should pay me back immediately.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

The money I was owed has been reimbursed to my account.

Sincerely,

Review: I went to a physical appointment with Dr. Serena M[redacted]s office and while I was there I attempted to discuss general health issues however she stopped me and told me she was not able to prescribe medications and I left without getting any of my medical concerns allayed. She also joked about my condition making me highly uncomfortable and leaving me feeling even more anxiety from her bullying. I decided to discuss the issue with her staff member Selena who told me she discussed it with the doctor and she wanted me to come back in and discuss my issues as a follow up no additional cost to me.

However once this occurred this was billed as an extra-long follow up visit. The extra time was spent by her looking up medical information online that she didn’t know and guessing at what the best course of action was! Her inability to conduct her job does not constitute extra services rendered. When I contacted Selena about the issue she continued to tell me she would handle the situation however from July to October were several communication attempts we received the same excuse while the bill was regenerating every month.On October [redacted] Selena states that we need to discuss the issue with billing passing off responsibility once she realized she had made a mistake. The person in billing Jennifer R[redacted] was incredibly unprofessional from the very start. She cut us off while we attempted to explain the situation making excuses before hearing the issue. She began yelling at us in broken English that she was not aware of the situation and told us if we didn’t like it we could always find another doctor. I as a patient,had to get her to calm down to actually handle the matter. She said she would discuss it with Selena and the doctor.

Several days passes and we hear that they are waiting on Selena to comment on the situation but that the doctor doesn’t recall having the conversation at all. Meanwhile at the same they are actively stating it was billed as a follow up and not two separate visits because of the situation. They admitted to remembering while the Dr, is stating they do not remember? The calls are stated as recorded for quality assurance so I know it can be traced.

I call back on 11/* only to hear that now they have never heard of anyone named “Selena” working in their office. This is just 6 days after admitting you were going to discuss the situation with her and days after we were waiting on a ”fictional” person to respond to an inquiry? The ineptitude of Dr. Serena M[redacted]s staff is egregious not to mention they are flat out lying rather than attempting to find a solution. Furthermore it is my belief that the doctors behavior attempted to fraudulently charge the insurance company multiple times and patients to earn as much money as possible. The worse part is that Weill C[redacted] likes to tout about they’re excellent staff and patient care which was not my experience at all.

Consumer

Response:

At this time, I have not been contacted by Weill Cornell Physicians regarding complaint ID [redacted].Sincerely,[redacted]

Review: The complaint is that my doctor did not notify me that he did not participate in my insurance plan's

provider network at the time of two appointments in September 2013. Consequently, the insurance claims were denied and I

am responsible for all charges.

The doctor appeared in my insurance providers list when I made an appointment for 9/**/2013. I visited doctor's office for two appointments on

9/**/2013 and 9/**/2013. Both times, I presented my insurance card and was charged a copay. I was not notified that the doctor did not participate in my

insurance plan. The insurance claims were later rejected because the doctor was not in the provider network.

The billing office initially responded that the doctor was in the network and they would resubmit the claims. After several weeks, they

responded that the doctor was not in the network until 9/**/2013, and I am therefore responsible for all charges.

I have contacted doctor's office five times about the doctor's participation. The first time, a temporary worker told me the doctor was in the

network in September 2013, but she advised me to call back when the permanent employee returned to work. I called the permanent employee the next week and she informed

me the doctor was in the network in September 2013. I relayed this information to the person helping me in the billing office, and she told me she would

check into it further. Her response a week later was that the doctor started in the plan on 9/**/2013, and I am responsible for all charges. I called

the permanent employee in the doctor's office and she confirmed the 9/**/2013 date. I asked her for an explanation as to why I wasn't notified of the doctor's non-participation at the time of the

appointments, and she said she would have to call me back. She never did. I sent an email to the doctor's office through their

website, asking for an explanation of why I was not notified of the doctor's non-participation during my visits but I did not receive a response. Today, I

requested my chart records and again requested an explanation.Desired Settlement: Write off charges for the two appointments.

Consumer

Response:

At this time, I have not been contacted by Weill Cornell Physicians regarding complaint ID [redacted].

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Weill Cornell Physicians regarding complaint ID[redacted].

Sincerely,