Aurora Advanced Healthcare Billing

In July 2013, when the glasses were initially dispensed to Mr ***, he received a copy of the return/cancellation policy, which clearly states that will be remade within days of purchase, if the prescription is found to be inaccurateIt also states that a 50% refund will be offered if the prescription is accurate, but they remain dissatisfiedMr [redacted] did not notify us of his dissatisfaction until well beyond the day periodWhen he did notify us, we scheduled an appointment to re-evaluate the prescriptionHe 'no showed' that appointment, along with a second appointment that was scheduled some months laterHe is clearly not compliant with the policy He did not complete an appointment to evaluate the prescription until it was offered to him, free of charge as a courtesy, months laterThen after receiving the lenses, and stating that he was happy with them, he filed these complaints The Aurora Vision Center has made multiple attempts to satisfy this patient, but his complaints are well beyond our guaranteeThe attached letter is being mailed to him todayI am also including a copy of the return policy which was provided to him at the time the glasses/lenses were dispensedWe are offering a 50% refund as previously extended, or full refund for the lenses if he returns them No adjustment will be made for the lenses because it is well beyond the warranty date

Received a quote for a breast ultrasound. Billed 3 times the amount. Because a disclaimer is read you are responsible for amount. Billing manager made no attempt to help with balance. Not only do I have to deal with health issues but now overcharged bill.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I asked, via email, how to get my ex husband's name as the responsible party on the medical bill and got no response. I even offered to send the copy of my SIGNED marital settlement agreement to their billing department If that is sufficient enough to change to account to his name, I will send it to them immediately via email.
This also does not cover the additional collections notice that arrived with Ryan *** name on it that is not an account either of us has ever seen They did not even respond to that question
Aurora did leave me a voice mail on 3/20/14, which I have not called back on yet
Regards,
*** ***

In July 2013, when the glasses were initially dispensed to Mr [redacted], he received a copy of the return/cancellation policy, which clearly states that will be remade within 60 days of purchase, if the prescription is found to be inaccurate. It also states that a 50% refund will be offered if...

the prescription is accurate, but they remain dissatisfied. Mr. [redacted] did not notify us of his dissatisfaction until well beyond the 60 day period. When he did notify us, we scheduled an appointment to re-evaluate the prescription. He 'no showed' that appointment, along with a second appointment that was scheduled some months later. He is clearly not compliant with the policy.  He did not complete an appointment to evaluate the prescription until it was offered to him, free of charge as a courtesy, 12 months later. Then after receiving the lenses, and stating that he was happy with them, he filed these complaints.  The Aurora Vision Center has made multiple attempts to satisfy this patient, but his complaints are well beyond our guarantee. The attached letter is being mailed to him today. I am also including a copy of the return policy which was provided to him at the time the glasses/lenses were dispensed. We are offering a 50% refund as previously extended, or full refund for the 2014 lenses if he returns them.  No adjustment will be made for the 2013 lenses because it is well beyond the warranty date.

normal; word-spacing: 0px; background-color: #ffffff;">Ms [redacted] has one account for both she and her child in collection at this time.  The amount due is $2,247.78 for date of service 7/29/10. Ms [redacted] has typically always had a payment plan on this account.  The last time this payment plan was updated was on 10/11/2013 per her request to $50.00 per month.  However no payment has been received since 9/24/2013.
Ms [redacted] has received statements on this balance since October, 2010 prior to it being placed with one of our third party collection agencies, Americollect on 3/2/2014.  Of the most recent six statements sent:
8/1/2013 & 9/1/2013 were sent to the home address of [redacted].
10/1/2013 – 1/1/2014 statements were sent to the home address we have on file of [redacted]. This address was updated by Ms [redacted] on 9/19/2013.
 
In the case of divorce, it is the responsibility of those involved to provide a new signature of financial responsibility.  Ms [redacted] signed the face sheet for the 7/29/2010 date of service, has been the guarantor of this account since that date of service and is the insurance subscriber for that date.
 
Please contact me at the number below or via this email address if you require any additional information.
 
Thank you,
 
[redacted]Supervisor, Patient Debt Recovery
P: ###-###-####
F: ###-###-####[redacted].[redacted]

[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 is satisfactory to me. 
Although I called back in March and left a voice mail for [redacted], I assume she did not call me back because she was responding to this complaint again. I will have my ex-husband either pay the balance of the bill, or go to an Aurora facility, as she suggested, and get the bill put into his name.
Regards,
 
[redacted]

Hello, please find below Aurora Health Care’s response in regard the questions posed of complaint ID #[redacted].
I asked, via email, how to get my ex husband's name as the responsible party on the medical bill and got no response.  I even offered to send the copy of my SIGNED marital settlement agreement to their billing department.  If that is sufficient enough to change to account to his name, I will send it to them immediately via email.  
In the case of divorce, it is the responsibility of those involved to provide a new signature of financial responsibility.  Ms [redacted] signed the face sheet for the 7/29/2010 date of service, has been the guarantor of this account since that date of service and is the insurance subscriber for that date.  We would be happy to have the financial responsibility changed.  Although we cannot use the marital settlement agreement as a change in financial responsibility, Ms [redacted]’ ex-husband can visit any Aurora Health Care facility to sign a new face sheet of financial responsibility and have any dependent(s) that he is claiming financial responsibility for moved to his guarantor account.
This also does not cover the additional collections notice that arrived with Ryan [redacted] name on it that is not an account either of us has ever seen.  They did not even respond to that question.
Aurora did leave me a voice mail on 3/20/14, which I have not called back on yet.
We would like to assist Ms [redacted] in regard to this request.  However, we will need to know the specific date of service and the patient name for the charges in question.  In the last response we provided the addresses that all statements have been sent to hoping this would provide the additional information needed.  We ask that Ms [redacted] please contact our office with more specific information so that we can further assist.
As always please contact me if additional information is required.
 
Sincerely,
 
[redacted]Supervisor, Patient Debt Recovery
P: ###-###-####
F: ###-###-####[redacted]