Aurora Health Care, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]Below is what I received from Anthem which agrees with what I have been indicating since the first misbilling:Message Subject: ComplaintsCustomer Service Representative:Sent: 07/21/201502:18 PM  Dear Mr. [redacted]: Thank you for your e-mail inquiry dated July 14, 2015. We contacted Aurora Health Care and talked to [redacted] (###-###-####), I had advised her that the $30 is supposed to be a provider write off and that the member should not be billed.  She said she will send the claim for re evaluation and she will contact you once a determination is made.  I also advised her that since they are in network with Anthem, to contact the Network Specialist with Blue Cross if we need to adjust the claim on our end. It is our pleasure to assist you through the Message Center. No reply is necessary unless you require further assistance. If you do have any additional questions, please write back to us at your convenience. Follow us on Twitter to get timely tips and tools to better understand how to use your health care plan. Sincerely, [redacted]Customer Service Advocate
Regards,
[redacted]

Revdex.com of Wisconsin
March 10 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com personnel,
 
Though [redacted] has rejected our latest reply to her complaint our position on this matter remains the same. Not only do we have no record of the attempts she says were made to get information for her 3/21/14 visit, there is no record of a visit to our facilities or with a physician on that date. [redacted] may be mistaken on when she visited Aurora so we again encourage her to contact us directly so her concerns can be addressed but if she refuses to do so and provides information to you that doesn't match our records, we simply will not be able to assist her.
Since we have no way to address this matter any further, we again consider this complaint to be closed and respectfully ask the Revdex.com to formally do the same.

This complaint was received and we have mailed an acknowledgement letter and release consent to Mr. [redacted]

Consumer has been sent a consent to release information form.

Revdex.com of Wisconsin
June 16 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com personnel,
 
We are aware that [redacted] rejected our initial response to her complaint but at this time, there is no additional information that we can offer. As previously stated, an internal complaint was also filed for [redacted]'s concern by an Account Specialist after they spoke in person. That complaint is pending review and [redacted] will be notified of the outcome at that time. We have taken steps to ensure the billing will not be placed with a third party collection agency in the meanwhile. There is currently no further action needed.

This complaint was received in our office today. The release form and letter will be mailed to Joanne in tomorrow’s mail.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This business did not resolve my complaint by failing to provide detailed information on charges, specifically what doctor or health care facility I visited, what the results of the visit were, etc.  At the end of any visit with a doctor, I am always in receipt of a printed copy of the health issue, the resolution of the health issue, doctor's name, visit location, and more.  Aurora was unable to provide this information to me.  And, more importantly, since I paid all charges (even those I disputed), they did not remove their report from my credit history, which, of course, damages my credit.  I continue to ask them to remove the derogatory remarks from my credit report and confirm that my balance with them is currently zero.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Bill Date: 12/31/2015 Balance - $0.40; paid on 1/8/2016Bill date: 1/8/17 Balance $314.00; magically disappeared after first Revdex.com complaintTransaction Date: 3/24/2017 Date of Service - $211.00; has since magically disappeared since this Revdex.com complaintThe court agreed with me that the amount you were requesting was unreasonable which is why the judge asked me what I could afford and set the wage assignment to that amount, which is what they should have done in the first place.  
Regards,
Angela [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They have no record of my attempts to resolve this matter because I phoned the billing dept and asked for details.  None were sent, only a statement with the  amount & date.  Also, WHY DO THEY HAVE DIFFERENT ACCOUNT NUMBERS FOR ONE PATIENT?  Shouldn't a patient have only 1 account number so as not to confuse records?  I have rec'd statements with three different acct #'s.  I know there is more than one patient with my name in Aurora's system, as a woman said there were about 12 in their system when I checked in one day.  I suppose I have paid other patients' bills??  Since I owe them nothing, I won't pursue this any further.  Unfortunately, I like my doctor, but will be finding one at another health care facility not connected with them.
Regards,
[redacted]

Attempts by Aurora Health Care to contact me failed as I didn't recognize the phone number.  They were able to contact me but after a 30 day period expired.  I was...

instructed by the caller to reject their reply and to then call back to request a new letter authorizing discussion of my complaint (suspectedly due to HIPPA laws) once they received the rejection in return.  Part of this is because the letter they sent requesting my authorization to discuss with them was never received by me.

This complaint was received and we have sent the necessary correspondence to Virginia.

We received complaint [redacted] filed by Jennifer [redacted]. Her husband Donald was the patient so a letter and release consent was mailed to him.

Revdex.com of WisconsinJuly 28 2016RE: Aurora Health Care complaint [redacted] Revdex.com personnel, We have been informed that [redacted] has again rejected our response to his complaint. He continues to allege that he was incorrectly double billed for a doctor visit and that he is being charged $333 as a result.Having provided three detailed responses previously for this matter, there is nothing more that can be said. Our position has been clearly explained to [redacted] both verbally and in writing so in lieu of repeating it for a fourth time we will respectfully ask him to refer back to any of the previous communications provided. It is understood that he has, and will likely continue, to disagree with our findings but the charge he is disputing is valid and will remain.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 was not contacted by Provider giving me results on the test nor have I have been given any treatment for a condition.  Same story another day - again, I went for a bone density test as a result of my wellness exam.  Seems to be a lost cause.......................
Regards,
[redacted]

In this case, this email is confirming we received [redacted] complaint [redacted] and have mailed our correspondence to her this morning.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thanks Revdex.com for your role in facilitating this. As has been acknowledged by Aurora there has been multiple rounds of fixing the errors and there are still errors which are currently being reviewed by Aurora. It's premature of Aurora to claim everything has been resolved when they haven't acted up on my request for review yet. Furthermore , the person from Aurora who contacted me pretended that everything is fixed without checking the facts first . Later that person did acknowledge that things are still under  review. As I mentioned in my complaint and to Aurora representative I want all my bills to be thoroughly reviewed for errors. Just requesting documentation is not going to help if there are errors in process for documentation. Auroras billing process is full of errors and its Aurora's responsibilities and duty to fix those instead of asking customers to chase those errors and get them fixed. If there is an error on insurance side of things , I will take responsibilities for those errors and get them fixed working with an insurance company but it's unethical for Aurora to force customers fix Aurora's billing error. Hope Aurora realizes that they need to take ownership for these errors and fix them  
Regards,
[redacted]

Revdex.com of Wisconsin
April 28 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com,
 
Despite [redacted]'s continued rejections of our responses, our position on this matter remains unchanged.
We are aware that we were asked to provide proof the previously mentioned signage was present at the time of her visit. The signage has been present for years at all locations but specifically for the location [redacted] visited, there is signage at each individual cubicle where patients are registered and there is a sign near the entrance of the facility when patients come to the desk to be seen that states "Urgent Care and Radiology of Aurora St. Luke's Medical Center".
Since there is no balance on the account for the visit and we have clearly outlined our attempts to inform patients of the billing beforehand, we again respectfully consider this matter to be resolved. There is no new or additional information that can be presented that hasn't already been provided.

Revdex.com of WisconsinFebruary 5 2016RE: Aurora Health Care complaint [redacted]Revdex.com personnel,We are aware of [redacted]'s complaint and have had previous contact with him regarding this matter.In October 2015 [redacted] called our office inquiring about this bill in question. While it is possible that...

the bill is a result of services received from Aurora, he was informed at that time that Aurora is not the entity who billed him and as such; we would be unable to assist him. [redacted] has not been billed from Aurora since July 2015 and has not had a balance after that time either. Since we are not seeking payment from him, we would once again refer [redacted] to contact the entity that is billing him to discuss his options.A call was placed to [redacted] today and a voicemail message was left for him; should he return our call this information will be shared with him again. There is no further action that Aurora can or would take on this matter so we respectfully consider this matter to be closed and ask you to do the same.

We have sent an acknowledgement letter and release consent to Nicole for this complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Aurora needs to do the right thing and remove the double charge for one visit with the Doctor. The amounts billed $364 and $333 for a total of $697 (4/13/16 visit) are clearly shown in the billing statement and those are the facts. As I mentioned before, this is not the first time I’ve had issues with Aurora’s billing. In the past they tried to charge me for services that were never performed by the Doctor. This time it is double billing. Unfortunately, it looks like Aurora wants to continue their deceptive billing practices.
Regards,
[redacted] Sankpal