Ascend Dermatology

I had gone to Great Lakes Dermatology on Howell Ave. in Oak Creek and the Doctor there treated me with little respect. I had asked about other possible treatments for my son's wart problem and told her I couldn't afford coming in so often and if there was a treatment that would work better. She told me lazer and proceeded to dismiss me from her office in a rather not pleasant tone and manner. I told her I was only looking for a more reasonable alternative and that I appreciated that she wouldn't try to make such a disapproving assumption that I didn't want treatment for my son that day. I wasn't going to make a wasted visit and be charged for it. Then she made a remark about me not coming in sooner and treated me like a child. I told her yes it was my choice but I needed not to be talked down to when I was trying to explain why. I had hoped for a more humanly and compassionate understanding. I can understand maybe she had a bad day but then don't treat your clients as though they don't matter to you!

Review: I went for an appointment on November 26, 2013 paid my co pay of $45.00 in person, I then received a bill for the biopsy which was $56.07. I paid this bill in full as well. Then I received another bill saying I owed another $49.99, I then called the billing department, and asked for a explanation of these charges, the representative ([redacted]) was unsure, and needed to look into it and stated she would call me back. When she did call back she stated that there was two billing people working on my file, and that they accidentally credited my account twice for the $49.99. I spoke with my insurance company about this, and was told that Great Lakes tried submitting a bill for the supplies that were used, which they cannot do, the funny part is that it was for $49.99.

I called back to Great Lakes a few times unsure of the exact dates, and told them I was not paying for their billing error, nor did I believe it was an accident. I also spoke with the billing manager and told that I will not pay it, and that if they don't remove the charge I would leave their practice. I also mentioned that this wasn't the only billing issue, the time before my November visit I was over charged, and instead of refunding the money they over charged me, they put a credit on my account. She didn't seem to care, and stated she was unable to remove the charge and would send it to collections in which she did. I received a statement from Americollect for $49.99 in which I will be disputing this charge with them by showing them the bill, and my statement showing it was paid in full. So because of this, not only did Great Lakes lose my account but my sons as well.Desired Settlement: I would like the error of $49.99 credited back to my account to show it paid in full, and removed from Americollect as well.

Business

Response:

I am writing this response to the Revdex.com

complaint received by Great Lakes Dermatology. The ID number of this complaint

is [redacted].

After review of the account, our response is as follows:

Ms. [redacted] was seen in our office on November 26, 2013.

The total amount of the charges for that date of service were $1370.00, which

were submitted to Ms. [redacted]’s insurance company.

After Ms. [redacted]’s insurance company processed the claim,

there was a patient responsibility amount of $156.05. Ms. [redacted] made a

payment of $49.99 on 1/10/14.

We did contact Ms. [redacted] on February 7, 2014 to discuss

the outstanding balance with her. She did indicate at that time, she would be

making payment next week. She did not dispute the balance at this time. Ms.

[redacted] did make a payment of $56.07 on 2/11/14.

On March 11, 2014, Ms. [redacted] contacted our office and

inquired about her balance. We advised

her at that time that an associate error had duplicated a payment that she had

made of $49.99 and that had adjusted her balance. We sent her a detailed

printout of her account on that date and updated her address.

On March 18, 2014, Ms. [redacted] contacted our office again

regarding the balance and stated as this was our error, she shouldn’t be

responsible and to send the account to collection.

On April 7, 2014, we did send the account to collection at

Americollect.

Upon receipt of the Revdex.com compliant, we further researched

this account and have identified that the outstanding balance was a result of

Ms. [redacted] copay not being applied to this account.

We have corrected that error as of today, which leaves Ms.

[redacted]’s balance outstanding as $4.99. We will recall this account from

collection as being sent in error.

Great Lakes Dermatology takes pride in our customer service

and respectfully regrets any inconvenience or miscommunication that took place

between our office and Ms. [redacted].

If there are any further questions, please feel free to

contact me directly at ###-###-####.

Sincerely,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to add a few things per the letter from Great Lakes Dermatology. On 1/10/14 I did not make a payment, that was the amount they over charged me for the visit earlier in 2013, and instead of refunding me the overcharge like they should of they applied it as a credit to my account. The payment of $56.07 was the total balance due according to my statement dated 01/13/14 which I paid in full. I did contact the office on 3/11/14 because I paid the bill in full, and then received the charge for $49.99 as this was the charge I disputed. I will be more than happy to pay the $4.99. I really hope you can train your management on better customer service, because of the billings managers attitude, and unwillingness to resolve this issue I did leave this practice and have already found another dermatologist.

Regards,

Me and my spouse had an apppointment at Ascend Dermatology . I have been a previous client, and was expecting my normal pleasant experience. We were met, however, with rudeness and unprofessionalism. The desk clerk, when we arrived to check in, had taken a bathroom break. She didnt leave a notice or sign, and we were left there standing for 5 minutes until one of the employees provided a disclaimer that she was on the break. When she did arrive, she demanded that I pay for my copay of $25.00. I advised her that I had been previously billed for my copay. She proceeded to advise me that she would have to contact the billling department to get that clearance. I advised her that policy should be consistent and that they didnt have to do that previously when I was billed for my copay. Instead of looking at the screen information in front of her, she began to debate with me. I advised her that she should be more customer friendly and more empathetic. She is not the ideal person to be at the front desk checking in customers. We left and decided to take our business elsewhere, but we advised them we would be making a complaint. In my eyes, this business is so use to dealing with certain clients, that they seek to address those issues by antagonizing insured customers who simply want quality medical services. I would never recommend anyone patronize this business, and will be providing this experience to others to be aware through various social media outlets. Highly disppointed in the wasting of our time and energy.