Adirondack Park Pet Hospital

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Ms. [redacted] fails to mention that I contacted Mr. B[redacted] after reading a letter I received from the California Attorney General's office.  In response to my complaint against Scripps billing office, Mr. [redacted] made three blatant misstatements of fact to the Attorney General's office. During our telephone call, Mr. [redacted] refused to give me his email or any email where I could send the proof from AARP/United Health that Scripps never billed my secondary insurance. Mr[redacted] did not offer to remove the negative credit report, rather, he offered to connect me to the collection agency! I will not contact the collection agency to pay the disputed two copays totaling $80, when it should never have been sent to collection. Furthermore, although I have requested a complete file from 2016 from Scripps detailing claims and payments, they have ignored me. By my calculations, Scripps now owes me over $200 due to overpayment on the account. It appears a civil action at this point in time is the only recourse.
Regards,
[redacted]

Revdex.com of San Diego,
Thank you for the opportunity to response to Mrs. [redacted]'s concerns. Mrs. [redacted]'s concerns were reviewed with the Business Service Manager and in the interested of good patient relations, her charges were adjusted to customer services on November 30, 2015. A call was placed...

to customer as she requested.
Again, thank you for bringing this to our attention and for the feedback provided. If I could be of future assistance regarding other issues, please do not hestitate to contact me directly.
[redacted] Patient Relations

The way the process was handled was completely unprofessional. There have also been several more issues that have arrived as a result of their billing teams poor performance and lack of training. Because of this, an item that was sent to collections (again in error), was removed from collections after I had paid it in full. I paid it in full (with interest) because Scripps refused to assist and reverse the collection item. Now that it is reversed, I have to request a refund from the collections agency, pay Scripps, and request the interest also be paid back. This has been the worst experience I've ever had and I feel mistreated. Update 7/28/215I am unable to update the response to the Revdex.com regarding this case.  There have been more issues to arise on this particular case that I feel should be included.  Please let me know if this can be added, or if I need to open a new complaint.Per their response, Scripps feels that things were handled appropriately.  After numerous calls and emails, as well as requests to speak with management, management has never made any attempt to call me or reach out to me to discuss any of the issues.  Their response to me shows ignorance; they haven't taken the time to talk to me about everything to understand the full scope of the problem.  I've talked to several different people at Scripps and have been told different things each time, and still feel I've been mis treated.  Also per their response, they pulled my account from collections, but without contacting me first to discuss.  The response also indicates that payment arrangements for that invoice would be made, but again no one reached out to me from Scripps to communicate this to me, and correspondence with the new payment arrangement was never sent by them.  The collections invoice was already paid in full, including interest because of their unwillingness to correct their mistake.  That being said, I still had other invoices on payment plans with them that were automatically being paid by the bank.  I included another payment to them for that invoice before they responded with refusal to assist.  Once I received their refusal, I had to place a stop pay on that check because it would have again been mis applied.  I talked to someone about this and she said she would note the account. Now that they agreed to pull the account from collections, they didn't pull the payment I made to cover the invoice, or refund the interest to me, rather they reversed it from their record and considered it a closed case, still charging me for placing a stop pay on the check to cover that invoice.  I do not feel any of this is fair and would like to request not only that they reverse the fee for the stop payment but I also feel that it would be appropriate to accept a settlement offer on the invoice still open so that we can close my case all together and not have to work with each other any longer.  I don't feel that their attempts at contacting me to right things or even discuss things has been made.  They are simply reacting to emails and complaints that I've made. [redacted]

This complaint is related to billing from Scripps Memorial hospital and was forwarded to the hopsital Risk Manager for followup.

Good afternoon Ms. [redacted],
Thank you for the opportunity to respond to Ms. [redacted]’s complaint sent to your office for resolution.
An audit was conducted of Ms. [redacted]’s account and it was determined that she presented for service and care was appropriate. A health benefits ID card was...

presented at time of visit, but during verification of eligibility, her insurance carrier stated patient was not eligible for services. A waiver was signed by the patient acknowledging--if her insurance company did not cover the charges—she would be responsible for all out of pocket charges. Therefore, it was determined that the charges are valid and Ms. [redacted] is responsible for bill as reflected with the collection agency. Due to the lapse in time, Ms. [redacted] must settle the bill with the agency directly.
We acknowledge her concerns and regret that we cannot be of further assistance regarding this matter.  We do thank you for bringing this to our attention and affording us the opportunity to address her concerns.  If I can be of future assistance regarding other issues please do not hesitate to contact me directly.
[redacted]
Patient Relations

Good afternoon Ms. [redacted],
Thank you for the opportunity to review Mrs. [redacted]s complaint. After reviewing Mr. [redacted]s account, there is no designation of representative on file.
In the meantime, I will contact Mr. [redacted] directly to validate concerns.
[redacted]
Patient Relations

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As of this date, January 23, 2017, I have not received any correspondence via telephone, U. S. mail or electronic mail from Tamara Winkler or any other representative from Scripps Memorial.  Please continue the Revdex.com's investigation into this issue RE: [redacted].Regards,
[redacted]

Ms. [redacted],
We acknowledge the consumer's concerns and regret that we cannot be of further assistance regarding this matter.  We do thank you for bringing this to our attention and affording us the opportunity to address your concern.
[redacted]
Patient Relations

Dear Sir/Madam,Attached is the signed form.Let me know if you need anything else.Thanks,Best regards,[redacted]

This is our stance, we are sorry that we could not satisfy this patients complaints. Mrs. [redacted] bills were reviewed by the Business Services department and her bill was waived and adjusted with a zero balance. Risk Managment followed up with Mrs. [redacted] and drafted an action plan in resposne to her continued complaints. At this time there is nothing else we can do to resolve this matter. We are sorry that our solutions did not meet this patients expectations.

Good morning Ms. [redacted],
Mrs. [redacted]’s concerns were reviewed and determined that her son’s visit and how it was coded by the doctor supports the billing type as defined by the primary insurer health plan, therefore the charge were billed correctly.
We again acknowledge Mrs. [redacted]’s concerns and regret that we cannot be of further assistance regarding this matter and any charges as it relates to this visit should be settled with the agency directly.
 
[redacted]
Patient Relations

To Whom It May Concern,
I'll review care provided to patient from the RB UCC and refer his concerns re care provided by the ED at La Jolla Memorial to Director of Risk Management [redacted]
Sincerely,
[redacted]

I am responding in regards to a complaint submitted to the Revdex.com against Scripps Mercy Hospital and recorded as ID #[redacted]. The following actions have taken place on this account to remedy the issue: 1.       I personally have notified Progressive...

Management Systems (PMS) and have requested that they cancel the account associated with the ID number referenced above. I have also requested to have any adverse reporting removed from the patient’s credit report as it relates to her visit at Scripps Mercy Hospital. I have asked PMS to provide me with a copy of their cancellation letter which I will forward to the patient via email upon receipt.2.       As a courtesy to the patient, I have made an adjustment to write-off the full balance of $537.00; which are the facility charges related to her visit at Scripps Mercy Hospital. I emailed the patient and advise her of the steps listed above that have been taken on her account. I have also provided the patient with my direct contact information should she have any further questions and/or concerns. If you have any questions or need additional information, please do not hesitate to contact me. Thank you. [redacted]Team Lead, Customer Service & Collections                            Scripps Patient Financial Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I assume they are referring to the letter which simply states that they don't think they have done anything wrong. Obviously I don't agree in that they charged me for something I didn't request nor was told would be an additional charge to the physical for which I went to Scripps. In addition, the doctor ordered additional testing because the results of one part of the initial testing. While I understand that is the proper procedure given the initial results, the results of the additional testing indicated that the prior results were in error. Therefore, I am being charged $500 for the additional testing because of an error on Scripps part on the initial results. If that error had not been made, the additional testing would not have occurred. Unless Scripps can explain why the initial results were so in error and that it wasn't due to their processes and/or personnel, I can only conclude that it cost me $500 to correct a prior mistake they made. While I understand mistakes happen, a mistake on their part shouldn't cost me an additional $500.While Scripps may not be willing to address these billing issues by other then stating they believe them to be "sound and appropriate", at least this occurance has been documented in a meaningful way. Apparently they believe their bottom line is more important than only charging for what their patients requested and really need. Hope they enjoy the $600 they took from me because I didn't get anything of value for it.
Regards,
[redacted]

This matter was reviewed with the Business site manager. After further review there was a letter mailed to Ms. Levy (see attached for details). The charges were appropriate and a one time courtesy discount of $126.18 was applied to the total outanding billing. If there are any further quesitons please feel free to contact me at [redacted].
Sincerely,
Wendy Sweet, Risk Manager

These charges were initally reviewed by Scripps Memorial Hospital Manager of Revenue, [redacted]. I am hiaving this dispute reviewed by Scripps Clinic Business Services to clarify process that was completed regarding this matter.
Sincerely,
[redacted], Risk Manager

Good afternoon Ms. [redacted],
Thank you for forwarding Ms. [redacted]'s concerns to our attention. I spoke with Ms. [redacted] regarding this matter and will be working with her directly.
[redacted]
Patient Relations

To Whom It May Concern:
This is in respond to concern received on behalf of your client. This claim was addressed by the billing department and during the audit process of this account, all charges were found to be billed appropriately. As previously mentioned, the care was appropriate and a payment plan agreement with Scripps (established by Business Services) was not followed thru as agreed; therefore the agreement was voided and collection proceeding was initiated. In the interest of good patient relations, the client's account was pulled from collections and terms of payment plan are being reestablished. If client does not honor new payment plan agreement with steady payments, collection proceedings will be re-initiated.
Thank you for the opportunity to respond to inquiry.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
It seems as if there might be some progress, but I will continue to reject the offer until it is completely resolved. I am disappointed with the lack of customer service in correcting this issue. As I've said before, it makes me wonder how many other incorrect coding goes on at scripps that people may be unaware of. I think the Revdex.com should put a microscope on this business.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] Following is my last contact with you.  Since then, I have not received a single telephone call.  My husband has an outstanding bill of almost $2,000 and no one will even discuss it.  You don't know what to do?  You could do as your manager of patient relations promised and have someone call me.
Dear Mrs. [redacted],I’m sorry for your continued dissatisfaction, I’ll follow up with [redacted] and her team to call you and review your ongoing issues.Sincerely,Wendy SweetWendy Sweet, RN, MSN, CPHRMManager, Risk/Patient RelationsScripps Medical Foundation858-678-6966 (Office)858-617-9040 (Cell)