Advanced ENT and Allergy

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]

9/24/ Ms [redacted] first contacted our office on 9/24/after receiving her 1st collection call regarding her past due balanceShe requested the statement address information be changed from her child’s father’s address: [redacted] * [redacted] [redacted] [redacted] A statement was printed and mailed per her request to her address: [redacted] [redacted] [redacted] Ms [redacted] stated she would call us with payment either later today or tomorrow Ms [redacted] called back and gave us her HSA card information to pay the balance, but the HSA card was declined 10/2/ Another statement was automatically generated from the computer system and mailed to her address at [redacted] * 10/5/ Computer system generated the final notice letter 10/29/ Ms [redacted] contacted the CBO after receiving her 2nd collection call regarding her delinquent account balanceMs [redacted] stated that we were sending the statement to the wrong addressShe was informed there were statements sent to the address she provided our office and these statements were mailed about days agoMs [redacted] stated she didn’t care about the balance owed and to send her to collections that she was not going to bring her son back anyway We explained to her we understood her issues and that we need to collect a payment to stop the ongoing collection process against her accountShe stated she felt this was unreasonable We again explained to her a payment would stop the collection process Ms [redacted] became belligerent and started cursing and the phone call was ended 12/8/ Account was turned over to outside collection agency 3/9/ Ms [redacted] contacted our office to speak with the Billing ManagerAfter several attempts, I was able to speak with Ms [redacted] She immediately informed me, my staff was rude and she was calling to let me know about this problemShe gave me the history of her son’s account balance being turned over to collectionsI apologized if she felt my staff was rude to herI discussed the above dates and what transpired according to the account notes Again, she told me how rude my staff wasAgain, I apologized to her if she felt my staff was rudeI informed her I would address this matter with my staff I asked her if there was anything I could do to resolve this matterI inquired if she was needing to schedule her son for appointment to be seen, if she was calling about her account being in collections I would have her account pulled from collections and waive the collection agency fee, but I would need payment or a payment plan from her She informed me she would pay the collection agency directly That she would not be bringing her son back to our officeShe then informed me I was being rude to her, just like my staff was rude to her She stated there was nothing I could do for herShe became belligerent and began cursing stating she was going to contact Revdex.com for a complaint against our office I informed her there was no need to curse and file a complaint with the Revdex.com because I was trying to get this matter resolved I could not get her to specifically state what she felt would be the resolution to this matter We’ve tried everything in our power to resolve this matter

We receive the complaint from Ms ***. She has been contacted and we believe the issue is resolved. Thank you *** *** | Chief Operations Officer

[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 [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[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]

Complaint ID: [redacted] We have reached out several times to the patient to explain the situation and even have paperwork that she signed showing the amount she would owe. Part of what she is saying is true, but the amount that she owes is correct. She was scheduled by [redacted] for a...

sinus surgery. Even though she was out of network with our surgery center Advanced Regional Surgery Center (ARSC), we would still consider her in-network and she would only have to pay 20% of the cost according to her insurance … The only issue that we messed up on was stating that she would have to pay 20% when it was really 30% (her insurance was 70/30, not 80/20) - which was explained and signed by herself the day of surgery.She went to ARSC the morning of her surgery day. That morning, she signed a piece of paper explaining what she would owe (which will be sent as an attachment). This paper shows her signature that she would be required to pay $1,178.67 to ARSC. We have the paperwork that she signed stating that she would be responsible for that amount, so she clearly understood the amount that would be owed after her surgery. The price is accurate. The surgery didn’t cost $1,178.67 – that number represents the 30% that she owes – which is her in-network amount that both parties agreed to. The actual cost of the surgery was $13,173.84.  Documentation is attached. Thank you. [redacted] Advanced ENT & Allergy[redacted]4004 Dupont Circle, Suite 220 | Louisville, KY 40207

9/24/15      Ms. [redacted] first contacted our office on 9/24/15 after receiving her 1st collection call regarding her past due                      balance. She requested the...

statement address information be changed from her child’s father’s address:                                 [redacted]. [redacted]                                  [redacted]                                  [redacted]                      A statement was printed and mailed per her request to her address:                                          [redacted]                                  [redacted]                                  [redacted]                        Ms. [redacted] stated she would call us with payment either later today or tomorrow.                            Ms. [redacted] called back and gave us her HSA card information to pay the balance, but the HSA card was       declined.                      10/2/15       Another statement was automatically generated from the computer system and mailed to her address at                       [redacted].   10/5/15       Computer system generated the final notice letter.   10/29/15    Ms. [redacted] contacted the CBO after receiving her 2nd collection call regarding her delinquent account        balance. Ms. [redacted] stated that we were sending the statement to the wrong address. She        was informed there were 2 statements sent to the address she provided our office and these 2 statements        were mailed about 30 days ago. Ms. [redacted] stated she didn’t care about the balance owed and to send her        to collections that she was not going to bring her son back anyway.  We explained to her we understood her        issues and that we need to collect a payment to stop the ongoing collection process against her account. She        stated she felt this was unreasonable.  We again explained to her a payment would stop the collection        process.  Ms. [redacted] became belligerent and started cursing and the phone call was ended.    12/8/15    Account was turned over to outside collection agency.   3/9/16     Ms. [redacted] contacted our office to speak with the Billing Manager. After several attempts, I was able to speak                   with Ms. [redacted]. She immediately informed me, my staff was rude and she was calling to let me know about                   this problem. She gave me the history of her son’s account balance being turned over to collections. I                   apologized if she felt my staff was rude to her. I discussed the above dates and what transpired according to                   the account notes.  Again, she told me how rude my staff was. Again, I apologized to her if she felt my staff                   was rude. I informed her I would address this matter with my staff.   I asked her if there was anything I could do to resolve this matter. I inquired if she was needing to schedule her son for appointment to be seen, if she was calling about her account being in collections I would have her account pulled from collections and waive the collection agency fee, but I would need payment or a payment plan from her.  She informed me she would pay the collection agency directly.  That she would not be bringing her son back to our office. She then informed me I was being rude to her, just like my staff was rude to her.  She stated there was nothing I could do for her. She became belligerent and began cursing stating she was going to contact Revdex.com for a complaint against our office.  I informed her there was no need to curse and file a complaint with the Revdex.com because I was trying to get this matter resolved.  I could not get her to specifically state what she felt would be the resolution to this matter.  We’ve tried everything in our power to resolve this matter