Ace Care

June 24, Dear ** [redacted] ,Thank you for the letter regarding ** [redacted] ’s complaint about a billing-related issueI sincerely apologize for the delay of this replyThis is because the letter reached to my attention much later than it was supposed to due to the fact that I have recently been on multiple business tripsIt also took me some time to contact the insurance company and find an answerPlease reopen the case to give us an opportunity to explain to ** [redacted] and earn our credit back.This is what happenedOne day, ** [redacted] called the clinic with questions of her accountFrom looking at her account, I realized her 07/19/visit was still unpaidI asked her to make a call to her insurance company to ask why the visit has not been paidThe reason I suggested this is because from my experience, the problem is sometimes solved more quickly if the patient calls the insurance companyI realize now that I should not have asked the patient to do thisIt is our job to deal with insurance.Now, according to the insurance company, the insurance company has paid for the visitHowever, we still have not received the EOB and check from them for some reasonThis is why the payment has not been post to her account in our systemI personally talked to ** [redacted] on 6/5/She has paid her portion of responsibilityWe will continue work with her insurance company to locate the EOB and checkThis is nothing to do with ** [redacted] , and she does not owe any charge to Ace CareTherefore, she does not need to do anything regarding this problem.I sincerely apologize for what happenedI promise we will try our best to improve our management and service of careWe hope that we can satisfy ** [redacted] in the futureIf you and/or ** [redacted] have any questions, please feel free to contact me at ###-###-####Thank you very much for your time and patience.Sincerely Yours,

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,
*** ***

June 24, 2014
Dear **. [redacted],Thank you for the letter regarding **. [redacted]’s complaint about a billing-related issue. I sincerely apologize for the delay of this reply. This is because the letter reached to my attention much later than it was supposed to due to the...

fact that I have recently been on multiple business trips. It also took me some time to contact the insurance company and find an answer. Please reopen the case to give us an opportunity to explain to **. [redacted] and earn our credit back.This is what happened. One day, **. [redacted] called the clinic with questions of her account. From looking at her account, I realized her 07/19/13 visit was still unpaid. I asked her to make a call to her insurance company to ask why the visit has not been paid. The reason I suggested this is because from my experience, the problem is sometimes solved more quickly if the patient calls the insurance company. I realize now that I should not have asked the patient to do this. It is our job to deal with insurance.Now, according to the insurance company, the insurance company has paid for the visit. However, we still have not received the EOB and check from them for some reason. This is why the payment has not been post to her account in our system. I personally talked to **. [redacted] on 6/5/2014. She has paid her portion of responsibility. We will continue work with her insurance company to locate the EOB and check. This is nothing to do with **. [redacted], and she does not owe any charge to Ace Care. Therefore, she does not need to do anything regarding this problem.I sincerely apologize for what happened. I promise we will try our best to improve our management and service of care. We hope that we can satisfy **. [redacted] in the future. If you and/or **. [redacted] have any questions, please feel free to contact me at ###-###-####. Thank you very much for your time and patience.Sincerely Yours,

Review: The office manager has contacted me for payment for a service completed 5-7 months ago. I've gone back and forth with the office manager and my insurance personally. My insurance provided me with check numbers, amounts, and even an explanation of benefits which was submitted to the office when requested. They even confirmed the checks were cleared. The representative from my insurance suggested for the office manager to give them a call to verify coverage and payment, but the office manager insists that I call the insurance and I cannot go back and forth anymore. My insurance documentation shows the payment has cleared on their end, and yet the office wants me to make a full payment for the service because they "didn't receive anything". I can't tell someone how to do their job, but requesting for double payments is fraud.Desired Settlement: For the office manager to contact the insurance company directly in confirming/verifying payment instead of sending me bill notices. I do not want this going to collections because of a paperwork error on their end.

Business

Response:

June 24, 2014Dear **. [redacted],Thank you for the letter regarding **. [redacted]’s complaint about a billing-related issue. I sincerely apologize for the delay of this reply. This is because the letter reached to my attention much later than it was supposed to due to the fact that I have recently been on multiple business trips. It also took me some time to contact the insurance company and find an answer. Please reopen the case to give us an opportunity to explain to **. [redacted] and earn our credit back.This is what happened. One day, **. [redacted] called the clinic with questions of her account. From looking at her account, I realized her 07/19/13 visit was still unpaid. I asked her to make a call to her insurance company to ask why the visit has not been paid. The reason I suggested this is because from my experience, the problem is sometimes solved more quickly if the patient calls the insurance company. I realize now that I should not have asked the patient to do this. It is our job to deal with insurance.Now, according to the insurance company, the insurance company has paid for the visit. However, we still have not received the EOB and check from them for some reason. This is why the payment has not been post to her account in our system. I personally talked to **. [redacted] on 6/5/2014. She has paid her portion of responsibility. We will continue work with her insurance company to locate the EOB and check. This is nothing to do with **. [redacted], and she does not owe any charge to Ace Care. Therefore, she does not need to do anything regarding this problem.I sincerely apologize for what happened. I promise we will try our best to improve our management and service of care. We hope that we can satisfy **. [redacted] in the future. If you and/or **. [redacted] have any questions, please feel free to contact me at ###-###-####. Thank you very much for your time and patience.Sincerely Yours,

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.

Regards,