American Sleep & Cardiopulmonary Svcs.,Inc.

Sent: Tuesday, June 23, 2015 6:34 PMSubject: Re: Complaint ID #[redacted] Ms [redacted] was scheduled for a third night [redacted]...

[redacted] whose lab we manage. Due to some renovation at the hospital, their lab had been moved to our office temporarily. As we do with every medical procedure , we called her insurance to verify coverage and then inform the Hospital of coverages and preauthorization etc.. We were informed by the insurance company, that her insurance has been termed.  We called and left several messages for patient informing her about her not having insurance and that the hospital will not do her test. We even left a message not to come for the test as her insurance has been terminated. We even called her work and they said that she no longer works there. Nevertheless the patient decides to show up. We have a full house (four sleep patients) that night. Ms [redacted] created a scene at the laboratory stating that she needs this test for her surgery etc. Our manager even spoke to her. One of our other patient was kind enough to volunteered to go home.  We informed her that we cannot do the test as she has no insurance. She said that she will pay cash. She was informed that she will have to pay cash and we have to do the test through [redacted]. (Anything that needs to be done through West Houston Hospital has to be pre-registered and pre-approved prior to the test. Also the cost to do through the hospital would be $2000 plus also the Sleep specialist interpretation of $150-$200). Her referring office was informed the next day and they were okay with this. We have given the patient the credit card receipt that states American Sleep  and also a receipt that states American Sleep. Also her report send to the her physician states American Sleep. I have attached a copy of her credit card statement and copy of receipt. Report is not attached due to patient privacy. (There is no bait and switch here except help and more help.) We did our best to accommodate this patient- even though we left messages for her not to come. Her test results were send promptly to her physicians office as well. We did our very best to accommodate this patient with the least amount of out of pocket even though she did not have insurance. We tried to dissuade her from coming for the test; we sent one of our other patients home for her and now she wants us to change the name on the receipt to [redacted]? Sorry that would be illegal.  If Ms [redacted] wants us to refund her for her $600 we will do this but we will not do anything illegal. BTW, I can assure you that even if we did the test thought [redacted] that night, they would send her a bill for $2000 plus another bill form the interpreting physician as all outpatient sleep studies have to be pre-approved and there was no way of getting a sleep study approved at 9 pm.  Moreover we would  be getting in trouble with the Hospital for doing a sleep study without pre-registering and pre approval At [redacted], we believe in honesty and  integrity. If Ms [redacted] wants her money back she can contact me. BTW our total cost of $600 includes the physicians interpretation $150;, pay the night techs, equipment, supplies, room, scoring, daytime scheduling etc, leaving us a profit of $75 if all all. We are prepared to take a $600 loss for integrity.
Reggie [redacted], RPSGT
President.
[redacted] Ph: ([redacted]) [redacted]; Fax: ([redacted]) [redacted]

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 had a nice chat with Mr. [redacted] today regarding the events that took place on March 17, 2015 and the refund.  I corrected some of the misinformation he wrote about in his previous response and he agreed that this was all a matter of miscommunication and stated he would have words with the Office Manager who had represented his company so unprofessionally.  I proposed a partial refund instead of a full refund as I would have been financially responsible for a portion of the costs had this been billed through [redacted] like the first two tests.  We agreed that he would refund $275 of the $600 I paid.  I would like to add that Mr. [redacted] was very understanding and very apologetic for the situation.  We had a very nice conversation that ended in a restored business relationship. 
Best regards,
[redacted]