Americas Best Value Inn and Suites

[redacted] Lexington Park, MD ***Friday, February 10, 2017Dear [redacted] (Revdex.com),We have reviewed your letter concerning the complaint on 1/29/2017.D [redacted] Unfortunately there were conflicting statments in the guest complaints, first spoke to the guest on the phone when she inquired about a online booking price of 559.00, responded, depending on the Booking site that sounded about right, when booking online the site doesn't charge taxes and our walk in price would be $after taxes plus a pet fee of $a dayI would have nothing to gain by Tiss leading a potential guestAt the time we were nearly at capicity, was trying to help this guest and ail I can come up with is this was a misunderstanding between the guest and myselfI felt was clear during our ConversationThe last thing I want is a upset guest and that I may have made them feel that way.There was never any mention from the guest about the room being filthy, We have a full cleaning staff that takes great pride in their workWe know the importance of having well cleaned rooms for our guestIt's the first thing they notice when they arrive at their roomIf we had been informed by the guest that the room was unsatisfactory for any reason, we would be happy to move them to another roomWe have a head of House Cleaning that checks every room after they've been cleaned.On 1/28/at 2:p.mthe guest checked inI can not comment as to what transpired at check in because another employee checked the guest inTo my understanding, the way it was explained to me, the guest was upset only with the fact she didn't recieve the online price but she didn't book it onlineThe guest waited till 11:p.mwhen arrived on shift that night to speek to meThe Property Manager and myself were in the lobby when the guest came inRight away it was clear the guest was upset and we both wanted to do what we could to try to fix the problemThe fee for a Bedroom w/o tax is $w/tax $79,plus the $per day pet feeThe Property Manager had already reduced the room to $who taxWe have a policy of the guest needing to be years old to rent a room but we let her son use his i.Dto check in even though he was only years oldEven with us trying to help, the guest grew increasingly threatening telling use she would write a good review only if we reduced the rate, if not she would write a bad reviewAt no time did either my manager or myself treat the guest with anything but respectThank you for giving us the opportunity to explain our side, we regret the guest was unhappy with their stay.Thank You,Jason S***, Front Dësk

Initial Business Response / [redacted] (1000, 5, 2017/12/28) */ On 10/24/It was identified that the patients insurance would term at the end of the yearOur documentation notes that patient was applying for Medicaid at that timeThe patient was notified and documented being "ok" with transferring to one of the local clinics that our physicians overseeHer mother was the policy holder of her initial insurance which termed at the end of the year and also had a signed HIPPA release form to be able to speak to the motherThe patients mother was give the contact information for the SE Clinic On 12/11/Patients mother contacted the billing office in regards to the bill received from 10/25/and stated that the patient was working on getting her Medicaid paperwork finalized On 12/12/the patient spoke again with our business/billing office and said she was filing her final paperwork with MedicaidPatient was given the address and phone number to the SE clinic and she seemed completely happy with thatThe billing office informed patient that we would cancel her upcoming appointments and the patient stated she would be calling the SE clinic to make an appointment and explain to them she was in the process of getting approved for Medicaid since her Meritain was terming at the end of the year On 12/14/the patient called the business/billing office and was belligerent with the staff upset that her care was being transferredShe was again provided the contact information for one of the clinics that our providers oversee Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is not accurate with their responseI contacted the billing department on either 12/or 12/(it was the end of the week right before my appointment) and that was the only time I spoke with them and that was in regards to my appointment on the 18th that was canceledThat's when I found out my appointment was canceledThey didn't call me and inform me of any canceled appointmentI never seemed "completely happy" with going the clinic, so that must have been them speaking to my mother, again a reason why they should have spoke to meI'm sure those phone calls are recorded so I can promise you they never spoke to me except the one time I called and that was not on 12/At this point I'm over itI found a new Drs office and I'm beyond happy with themSo I will no longer go to Michiana OBGYN for any future reasonsThe doctors are amazing, but the front desk staff and billing department are horrible And for future reference I wasn't given the information right away to the clinic when I called the billing department at the end of the weekI was refused the phone number to the clinic by Justin and then hung up onWhen he realized he was in the wrong he called back, again because the phone calls are probably recorded and I didn't deserve to be treated the way I was being treatedSo like I said, I have a new DR and I'm satisfied with my new office

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: you sir are not being truthful here I came up at 11pm because you told me to You said that you would talk to your employee and if he remembered then you would fix the price as guaranteedI've been informed you of all of the mess that was found inside the room and I had to do it at that time because I was at a funeral prior to then if you never had it interest of holding to your agreement then you should have said so when I checked in at because I would have gladly gone to a different HotelYour hotel was not at capacity that sir is a lie there was plenty of empty roomsThe only thing you did was give me the runaround and Chase my tailI agreed not to make the complaint at o'clock based off of you saying that you would make it right which you did not and I felt that I needed to go follow through with my gut and make the complaint based on the fact that you did not hold to your word and the conditions of which me and my year old son lived inYes you allowed my nineteen-year-old son to rent the room but that was also because you refused to see my driver's license via a picture because I was out of state and forgot my phone my drivers license at home and only had a picture of it
Regards,
*** ***

[redacted] Lexington Park, MD [redacted]Friday, February 10, 2017Dear [redacted] (Revdex.com),We have reviewed your letter concerning the complaint on 1/29/2017.D. [redacted]. Unfortunately there were conflicting statments in the guest complaints, first spoke to the guest on the phone when she...

inquired about a online booking price of 559.00, responded, depending on the Booking site that sounded about right, when booking online the site doesn't charge taxes and our walk in price would be $73.00 after taxes plus a pet fee of $15.00 a day. I would have nothing to gain by Tiss leading a potential guest. At the time we were nearly at capicity, was trying to help this guest and ail I can come up with is this was a misunderstanding between the guest and myself. I felt was clear during our Conversation. The last thing I want is a upset guest and that I may have made them feel that way.There was never any mention from the guest about the room being filthy, We have a full cleaning staff that takes great pride in their work. We know the importance of having well cleaned rooms for our guest. It's the first thing they notice when they arrive at their room. If we had been informed by the guest that the room was unsatisfactory for any reason, we would be happy to move them to another room. We have a head of House Cleaning that checks every room after they've been cleaned.On 1/28/2017 at 2:38 p.m. the guest checked in. I can not comment as to what transpired at check in because another employee checked the guest in. To my understanding, the way it was explained to me, the guest was upset only with the fact she didn't recieve the online price but she didn't book it online. The guest waited till 11:00 p.m. when arrived on shift that night to speek to me. The Property Manager and myself were in the lobby when the guest came in. Right away it was clear the guest was upset and we both wanted to do what we could to try to fix the problem. The fee for a 2 Bedroom w/o tax is $69.82 w/tax $79,00 plus the $15.00 per day pet fee. The Property Manager had already reduced the room to $60.81 who tax. We have a policy of the guest needing to be 21 years old to rent a room but we let her son use his i.D. to check in even though he was only 19 years old. Even with us trying to help, the guest grew increasingly threatening telling use she would write a good review only if we reduced the rate, if not she would write a bad review. At no time did either my manager or myself treat the guest with anything but respect. Thank you for giving us the opportunity to explain our side, we regret the guest was unhappy with their stay.Thank You,Jason S[redacted], Front Dësk

Initial Business Response /* (1000, 5, 2017/12/28) */
On 10/24/17 It was identified that the patients insurance would term at the end of the year. Our documentation notes that patient was applying for Medicaid at that time. The patient was notified and documented being "ok" with transferring to...

one of the local clinics that our physicians oversee. Her mother was the policy holder of her initial insurance which termed at the end of the year and also had a signed HIPPA release form to be able to speak to the mother. The patients mother was give the contact information for the SE Clinic.
On 12/11/17 Patients mother contacted the billing office in regards to the bill received from 10/25/17 and stated that the patient was working on getting her Medicaid paperwork finalized.
On 12/12/17 the patient spoke again with our business/billing office and said she was filing her final paperwork with Medicaid. Patient was given the address and phone number to the SE clinic and she seemed completely happy with that. The billing office informed patient that we would cancel her upcoming appointments and the patient stated she would be calling the SE clinic to make an appointment and explain to them she was in the process of getting approved for Medicaid since her Meritain was terming at the end of the year.
On 12/14/17 the patient called the business/billing office and was belligerent with the staff upset that her care was being transferred. She was again provided the contact information for one of the clinics that our providers oversee.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business is not accurate with their response. I contacted the billing department on either 12/14 or 12/15 (it was the end of the week right before my appointment) and that was the only time I spoke with them and that was in regards to my appointment on the 18th that was canceled. That's when I found out my appointment was canceled. They didn't call me and inform me of any canceled appointment. I never seemed "completely happy" with going the clinic, so that must have been them speaking to my mother, again a reason why they should have spoke to me. I'm sure those phone calls are recorded so I can promise you they never spoke to me except the one time I called and that was not on 12/12. At this point I'm over it. I found a new Drs office and I'm beyond happy with them. So I will no longer go to Michiana OBGYN for any future reasons. The doctors are amazing, but the front desk staff and billing department are horrible.
And for future reference I wasn't given the information right away to the clinic when I called the billing department at the end of the week. I was refused the phone number to the clinic by Justin and then hung up on. When he realized he was in the wrong he called back, again because the phone calls are probably recorded and I didn't deserve to be treated the way I was being treated. So like I said, I have a new DR and I'm satisfied with my new office.