Dear Mr***, We are researching your claim against Magnum Moving & Storage and Wheaton Van LinesMurphy Moving & Storage claim they did not receive any complaints from you regarding the move Please clarify a couple of things for usYou mentioned the use of a [redacted] truck (what was the city/location?) and the $chargeWe have our own fleet of trucks and do not use [redacted] Per your email to Magnum on 08/01/which read “ the estimates look fairI except the proposal and need to pick a date to pack and store”, it appears that you understood by your verbiage that this was an estimated proposal Originally you accepted the estimates that totaled $5, On the day of your pick up you had approx1,lbsmore than your original estimated weight also ( you indicated when your survey was done in July that there would be no packing of boxes/cartons)When our men arrived, there was quite a bit of packing for them to do, which increased the amount of hours billed for the extra timeYou were subsequently informed that your new ball park estimate would be around $5,The total amount you paid for your move was $ 5, You have lodged a complaint against us with the Revdex.com of Mass claiming, your move was $1,dollars more than originally estimatedPlease provide documentation supporting your claimsOur sales manager contacted you by telephone on October 9th, after receiving an email from you indicting “All and all the move went ok, except for an additional $dollars” & “ Your customer service was extremely poor.” You were unwilling at that time to discuss a resolution or explanation We are providing a copy of this email to the Revdex.com of Mass & Wheaton Van LinesPlease review the following emails pertaining to your claim of our poor customer service by not corresponding in a timely mannerAs you can see, all of your emails were immediately responded toWe have an A+ rating by Revdex.comWe have been an respected mover for over years on Cape CodWe take all complaints seriously and have made our best attempts at resolving these alleged issues Very truly yours, [redacted] Customer Relations Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F Will do [redacted] Sales Manager Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F From: [redacted] @ [redacted] .net [mailto: [redacted] @ [redacted] .net] Sent: Friday, August 01, 4:PM To: [redacted] Subject: Re: estimates for moves Can I tentatively schedule for 8/I believe that's a Wednesday ------ Original Message ------ From: [redacted] To: [redacted] @ [redacted] .net Sent: August 1, at 4:PM Subject: RE: estimates for moves Hi Mr [redacted] As of now I have the week of 08/available for your movePlease let me know which day works for you and I can hold it for youI hope you have a wonderful weekend, and will talk to you again soon Thank you [redacted] Sales Manager Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F From: [redacted] @ [redacted] .net [mailto: [redacted] @ [redacted] .net] Sent: Friday, August 01, 3:PM To: [redacted] Subject: Re: estimates for moves The estimates look fairI except the proposal and need to pick a date for the pack and store ------ Original Message ------ From: [redacted] To: [redacted] @ [redacted] .net Sent: July 31, at 11:AM Subject: estimates for moves Hi Mr [redacted] Attached are estimates one for your move into storage and the other for your move to Ft Myers Interstate is based on weight and miles So your shipment will be weighed before going to Florida so we will have an actual cost It was a pleasure meeting you and I am looking forward to assisting you with your moveAny questions please feel free to contact me via phone or email Thank you [redacted] Sales Manager Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F Hi Mr [redacted] Hope all is well with youI spoke to Michael (your driver) and he said he will be calling you todayThe delivery will be tomorrowHe will have the actual cost for this move [redacted] Sales Manager Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F From: [redacted] @ [redacted] .net [mailto: [redacted] @ [redacted] .net] Sent: Thursday, October 02, 8:AM To: [redacted] Subject: Re: revised estimate Checking on delivery date to Ft MyersPlease respond ASAP ------ Original Message ------ From: [redacted] To: [redacted] Sent: September 22, at 12:PM Subject: revised estimate [redacted] Sales Manager Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F
Complaint: ***I am rejecting this response because: The healthcare provider is responsible to inform clients of what insurance they do or do not accept upon the booking of an appointment and at the front desk check-inI presented my son's Blue Cross Blue Shield insurance card and the front desk personnel did not enter the information into the systemThey assumed that the insurance information in the mychart website under my patient info was the insurance plan for my sonThat was an error on the part of the front desk personnelShe did not update my Son's insurance information in the system at the time of the appointmentThat is not the responsibility of the patient to enter that information in upon check-in; it's your employee's responsibility to be thorough and collect the necessary information & not to make assumptionsYour billing office refused to submit the claim to CHIP -Blue Cross Blue Shield of Texas because they do not have a contract with themHowever, they failed to inform me that they do not accept that health care plan upon my son's check inThe front desk clerk made the decision to utilize my insurance under the assumption that my son was coveredI did not present that card; because my son's name is no where on the cardIf she would have been paying attention to detail and not assuming that he was on my insurance; she would have seen clearly that my son's name was no where on the United Healthcare insurance cardThis is an error on the part of your front desk clerkI went in October to ARC Far West to petition a copy of the insurance card / paperwork that was processed for my son's appointment; they could not provide me with any documentation to prove that I presented the Blue Cross Blue Shield insurance cardThe clerk never copied anything nor scanned anything upon check-inNow all of a sudden after I called the billing office several times they say they have a scanned copy of my United Healthcare card with a date stamp of February 14,...If so why did they not provide that paperwork on my October visit to the clinicAlso, if they did copy the United Health Care card why did they not notice that my son's name was no where on the card. I am not going to pay for someone else's mistakeYou all need to improve your appointment setting and cheprocessesThe billing office refused to forward the claim to the case work at Blue Cross Blue Shield-CHIP because they do not believe they will pay the claim. Blue Cross Blue Shield -CHIP said that they would wave the timely filing, and said they can pay the claim because my son was covered at the time of the appointment. As a customer, I am being penalized for a mistake on the part of your employee; and that is unacceptable business practiceThis bill needs to either be filed as a claim with Blue Cross Blue Shield - CHIP or waived; because of your employee's error. Regards,*** ***
Austin Regional Clinic and its physicians strive to provide our patients with the best healthcare experience possible and we are very proud of the care we provide to our patients. Regarding Revdex.com Complaint #***, I am dismayed to hear Ms*** felt it necessary to file a complaint
with the Revdex.com. We are working to resolve this issue.At this time, we have adjusted the diagnosis code for the visit to V(procreative counseling) and have resubmitted the claim to Ms***'s insurance company. There is no guarantee the insurance company will cover this diagnosis as that will depend on the benefits and requirements of the individual insurance planThank you for the opportunity to respond. If you have any further questions, please contact me at ###-###-####.Sincerely,*** *** *** *** *** ***Austin Regional Clinic
Complaint: ***I am rejecting this response because:This is in no way a complete discussion of the circumstance. I must also mention that you promised repeatedly to call me back over a month ago and once again I have heard NOTHING until I reactivated this complaint with the Revdex.com. This is the TRUE and full account of what has happened. I scheduled an appointment due to having a fever and being extremely ill, and having a 6month old and a year old child at home. I was mostly worried about spreading what I had to the baby because I was very sick and my pediatrician recommend doing what I could to identify it if possible. The doctor prescribed antibiotics and because of my concerns about my children getting sick as well we decided to do a fecal culture. 1. The doctor told me to start antibiotics before collecting the sample. There is no situation where this is appropriate. This made it impossible to tell if a negative sample was due to the antibiotics, my immune system having already eliminated it, bad sample, or something that wouldn’t show in a culture. My pediatrician could not have gotten any useful information from the result anyway. The ONLY reason I elected to provide a sample was because my month old daughter's pediatrician recommended it. 2. I called for the results for days after and received no results. At one point I was told the results had come back but my doctor was on vacation and another doctor was handling it and would be contacting me. I never heard anything. 3. There is a note in my account that a nurse called and left a message with the date and time. You only have one phone number for me, 512-922-3978. As a cell phone I can produce the bill that proves that call never happened It lists every incoming and outgoing call. I NEVER received a single call from ADC until *** called me in March. 4. I did not receive results for my culture until I got the bill in the mail and called to complain. At that point a test I approved only because I feared my child would catch what I had was useless. 5. I NEVER received a call back about my bill. My initial call after the bill arrived began a cycle of your staff passing me back and forth between billing and nurses with no one claiming to be able to do anything. I was always told there was someone else, a supervisor/administrator or such, that they would send this too and he/she would call me back in a few days. I NEVER ONCE GOT A CALL. Not one until I put a claim in with the Revdex.com. 6. I was and am fully insured with United Healthcare with a zero co-pay. I had a problem with my service and asked that it be resolved BEFORE I paid. This was not about the money. This was about a lack of service, bad practices in sample collection, and a need to speak with someone about my treatment. I offered MANY times to provide my insurance if only the doctor visit portion was billed until the rest was resolved. I was told if I gave my insurance the entire thing would be billed and there was nothing I could do about it. Because no one would ever call me back this went past the date by which the claim must be filed. I now cannot claim this on insurance. This is a lot of money for a family and we would NOT have had any of the burden of this if your staff had just taken a few minutes to deal with my complaint. I PROBABLY WOULD HAVE AGREED TO SEND IT TO INSURANCE IF SOMEONE HAD JUST CARED ENOUGH TO ACKNOWLEDGE THAT I CALLED FOR DAYS WORRIED ABOUT MY INFANT AND NEVER RECEIVED ANY RESULT AND PROMISED TO DO BETTER. I was not willing to pay without having a supervisor call me back to discuss this. THAT IS ALL THIS WOULD HAVE TAKEN TO RESOLVE. Now I can not claim it and I can not pay it. 7. I won’t pay this. Your collections agency has started calling and though they are very friendly for collections agents, I am not going to pay without resolution for ARCs part in what has occured. Your staff has ignored me and not responded to the plus calls I have made trying to resolve this in a timely manner. The last instance was *** Edmunsen (Provider and Patient Relations Manager), who called me on March 30th, only because I put in a complaint with the Revdex.com. She promised repeatedly she would call me back after discussing this in a staff meeting a couple weeks later. Of course, I never heard from her again. She reappeared today ONLY because of the Revdex.com involvement. Regards,*** ***
Complaint: ***
I am rejecting this response because: This is absolutely has never happened. ARC has only contacted me once, it was someone from their billing informing me that
I haven't paid with no authority to discuss anything about the bill. All other contact has been from me to them. Never have any of my calls been returned. This is not in any way resolved and just an attempt to make me go away. This is shameful and is hurting a real family who now has to deal with the consequences of their incompetence.
Regards,
*** ***
Thank you for the opportunity to respond. After speaking with Ms*** we have had the visit she is concerned about reviewed by another physician and discussed with several physicians and our Medical Director. After review of the medical records, ARC has determined the care given during Ms***' visit was appropriate. The appropriate testing was doneBy our records Ms*** was informed of the resultsThe lab findings did not change treatment plan. It was recommended keeping charge for services rendered.Sincerely,*** ***Provider and Patient RelationsAustin Regional Clinic
Complaint: [redacted]
I am rejecting this response because: Patients have rights to know what costs are associated with each procedure in addition to the billing code(s). Neither was provided by the office. We have also provided these details to the Attorney General.
Regards,
[redacted]
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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], based on the message from Austin Diagnostic, we called the number and supervisor and left a voice message to let her know that we have received the message and we will be waiting for her call. Once, we speak to the supervisor, we will inform you about the outcome. Thanks for your help
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I responded to this on April 7th and haven't heard back from you. I need this reopened. The business was supposed to get back to me by April 17th but they stopped responding as soon as this case was closed. Please help. I attached screen shots of what happens when I try to respond in your message center. There is nowhere to respond, just a grey box. This case is not resolved and ARC is completely unwilling to communicate with me. I did not receive the services that I was billed for. Please reopen this case or let me know exactly what I need to do. [redacted]
Regards,
[redacted]
Thank you for taking the time to write this review. I deeply apologize that you have not received a response until today, however we did not receive notification until today that you had concerns.ARC wants to assure we provide the best care possible to our patients, and we rely on your...
feedback to help us determine where improvements are needed. Please contact ARC's local Central Billing Office Supervisor, [redacted] at [redacted]
Complaint: [redacted]
I am rejecting this response because:
I called [redacted] on Wednesday. She told me she'd contact me back on Thursday for an update. She hasn't contacted me back again ever since we spoke on Wednesday. I told her I wanted a full refund.
Regards,
[redacted]
Dear Mr. [redacted],
We are researching your claim against Magnum Moving & Storage and Wheaton Van Lines. Murphy Moving & Storage claim they did not receive any complaints from you regarding the move . Please clarify a couple of things for us. You mentioned the use of a [redacted] truck (what was...
the city/location?) and the $500 charge. We have our own fleet of trucks and do not use [redacted].
Per your email to Magnum on 08/01/14 which read “ the estimates look fair. I except the proposal and need to pick a date to pack and store”, it appears that you understood by your verbiage that this was an estimated proposal . Originally you accepted the estimates that totaled $5,267.79.
On the day of your pick up you had approx. 1,000 lbs. more than your original estimated weight also ( you indicated when your survey was done in July 2014 that there would be no packing of boxes/cartons). When our men arrived, there was quite a bit of packing for them to do, which increased the amount of hours billed for the extra time. You were subsequently informed that your new ball park estimate would be around $5,700. The total amount you paid for your move was $ 5,934.81.
You have lodged a complaint against us with the Revdex.com of Mass claiming, your move was $1,700 dollars more than originally estimated. Please provide documentation supporting your claims. Our sales manager contacted you by telephone on October 9th, 2014 after receiving an email from you indicting “All and all the move went ok, except for an additional $500 dollars” & “ Your customer service was extremely poor.” You were unwilling at that time to discuss a resolution or explanation.
We are providing a copy of this email to the Revdex.com of Mass & Wheaton Van Lines. Please review the following emails pertaining to your claim of our poor customer service by not corresponding in a timely manner. As you can see, all of your emails were immediately responded to. We have an A+ rating by Revdex.com. We have been an respected mover for over 40 years on Cape Cod. We take all complaints seriously and have made our best attempts at resolving these alleged issues.
Very truly yours,
[redacted]
Customer Relations
Magnum Moving & Storage
[redacted]
[redacted], MA[redacted]
[redacted] V
[redacted] F
Will do
[redacted]
Sales Manager
Magnum Moving & Storage
[redacted]
[redacted], MA [redacted]
[redacted] V
[redacted] F
From: [redacted].net [mailto:[redacted].net]
Sent: Friday, August 01, 2014 4:27 PM
To: [redacted]
Subject: Re: estimates for moves
Can I tentatively schedule for 8/27. I believe that's a Wednesday.
------ Original Message ------
From: [redacted]
To: [redacted].net
Sent: August 1, 2014 at 4:00 PM
Subject: RE: estimates for moves
Hi Mr. [redacted]
As of now I have the week of 08/25 available for your move.. Please let me know which day works for you and I can hold it for you. I hope you have a wonderful weekend, and will talk to you again soon.
Thank you
[redacted]
Sales Manager
Magnum Moving & Storage
[redacted]
[redacted], MA [redacted]
[redacted] V
[redacted] F
From: [redacted].net [mailto:[redacted].net]
Sent: Friday, August 01, 2014 3:40 PM
To: [redacted]
Subject: Re: estimates for moves
The estimates look fair. I except the proposal and need to pick a date for the pack and store.
------ Original Message ------
From: [redacted]
To: [redacted].net
Sent: July 31, 2014 at 11:05 AM
Subject: estimates for moves
Hi Mr. [redacted]
Attached are 2 estimates one for your move into storage and the other for your move to Ft Myers…. Interstate is based on weight and miles …. So your shipment will be weighed before going to Florida so we will have an actual cost. It was a pleasure meeting you and I am looking forward to assisting you with your move. Any questions please feel free to contact me via phone or email.
Thank you
[redacted]
Sales Manager
Magnum Moving & Storage
[redacted]
[redacted], MA [redacted]
[redacted] V
[redacted] F
Hi Mr. [redacted]
Hope all is well with you. I spoke to Michael (your driver) and he said he will be calling you today. The delivery will be tomorrow. He will have the actual cost for this move.
[redacted]
Sales Manager
Magnum Moving & Storage
[redacted]
[redacted]
[redacted], MA [redacted]
[redacted] V
[redacted] F
From: [redacted].net [mailto:[redacted].net]
Sent: Thursday, October 02, 2014 8:21 AM
To: [redacted]
Subject: Re: revised estimate
Checking on delivery date to Ft Myers. Please respond ASAP.
------ Original Message ------
From: [redacted]
To: [redacted]
Sent: September 22, 2014 at 12:28 PM
Subject: revised estimate
[redacted]
Sales Manager
Magnum Moving & Storage
[redacted]
[redacted]
[redacted], MA [redacted]
[redacted] V
[redacted] F
Thank you for your response. Austin Regional Clinic will be happy to respond to any inquiry from the Texas Medical Board or Attorney General.If you would like to discuss this further, please feel free to contact me at [redacted].Best,[redacted]Provider and Patient Relations ManagerAustin Regional Clinic
Austin Regional Clinic and its physicians strive to provide our patients with the best healthcare experience possible and we are very proud of the care we provide to our patients. Regarding Revdex.com Complaint #[redacted], it is our practice at ARC to direct patients with questions regarding...
coverage to their insurance company directly or their employer's benefit office to find out what their plan benefits are. Our front desk staff, providers and nursing staff are trained to refer patients with billing questions to our billing department or to call their insurance to verify benefits. It is the responsibility of each individual to know the benefits and requirements of their individual insurance plan. This information is typically very easily obtained via the insurance providers’ website.Thank you for the opportunity to respond. If you have any further questions, please contact me at ###-###-####.Sincerely,[redacted]Austin Regional Clinic
Thank you very much for the opportunity to respond. I am investigating and will respond to you soon. Please contact me if you have any questions or comments.[redacted]Provider and Patient Relations ManagerAustin Regional Clinic(512) 231-5590
Dear Mr***, We are researching your claim against Magnum Moving & Storage and Wheaton Van LinesMurphy Moving & Storage claim they did not receive any complaints from you regarding the move Please clarify a couple of things for usYou mentioned the use of a [redacted] truck (what was the city/location?) and the $chargeWe have our own fleet of trucks and do not use [redacted] Per your email to Magnum on 08/01/which read “ the estimates look fairI except the proposal and need to pick a date to pack and store”, it appears that you understood by your verbiage that this was an estimated proposal Originally you accepted the estimates that totaled $5, On the day of your pick up you had approx1,lbsmore than your original estimated weight also ( you indicated when your survey was done in July that there would be no packing of boxes/cartons)When our men arrived, there was quite a bit of packing for them to do, which increased the amount of hours billed for the extra timeYou were subsequently informed that your new ball park estimate would be around $5,The total amount you paid for your move was $ 5, You have lodged a complaint against us with the Revdex.com of Mass claiming, your move was $1,dollars more than originally estimatedPlease provide documentation supporting your claimsOur sales manager contacted you by telephone on October 9th, after receiving an email from you indicting “All and all the move went ok, except for an additional $dollars” & “ Your customer service was extremely poor.” You were unwilling at that time to discuss a resolution or explanation We are providing a copy of this email to the Revdex.com of Mass & Wheaton Van LinesPlease review the following emails pertaining to your claim of our poor customer service by not corresponding in a timely mannerAs you can see, all of your emails were immediately responded toWe have an A+ rating by Revdex.comWe have been an respected mover for over years on Cape CodWe take all complaints seriously and have made our best attempts at resolving these alleged issues Very truly yours, [redacted] Customer Relations Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F Will do [redacted] Sales Manager Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F From: [redacted] @ [redacted] .net [mailto: [redacted] @ [redacted] .net] Sent: Friday, August 01, 4:PM To: [redacted] Subject: Re: estimates for moves Can I tentatively schedule for 8/I believe that's a Wednesday ------ Original Message ------ From: [redacted] To: [redacted] @ [redacted] .net Sent: August 1, at 4:PM Subject: RE: estimates for moves Hi Mr [redacted] As of now I have the week of 08/available for your movePlease let me know which day works for you and I can hold it for youI hope you have a wonderful weekend, and will talk to you again soon Thank you [redacted] Sales Manager Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F From: [redacted] @ [redacted] .net [mailto: [redacted] @ [redacted] .net] Sent: Friday, August 01, 3:PM To: [redacted] Subject: Re: estimates for moves The estimates look fairI except the proposal and need to pick a date for the pack and store ------ Original Message ------ From: [redacted] To: [redacted] @ [redacted] .net Sent: July 31, at 11:AM Subject: estimates for moves Hi Mr [redacted] Attached are estimates one for your move into storage and the other for your move to Ft Myers Interstate is based on weight and miles So your shipment will be weighed before going to Florida so we will have an actual cost It was a pleasure meeting you and I am looking forward to assisting you with your moveAny questions please feel free to contact me via phone or email Thank you [redacted] Sales Manager Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F Hi Mr [redacted] Hope all is well with youI spoke to Michael (your driver) and he said he will be calling you todayThe delivery will be tomorrowHe will have the actual cost for this move [redacted] Sales Manager Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F From: [redacted] @ [redacted] .net [mailto: [redacted] @ [redacted] .net] Sent: Thursday, October 02, 8:AM To: [redacted] Subject: Re: revised estimate Checking on delivery date to Ft MyersPlease respond ASAP ------ Original Message ------ From: [redacted] To: [redacted] Sent: September 22, at 12:PM Subject: revised estimate [redacted] Sales Manager Magnum Moving & Storage [redacted] , MA [redacted] V [redacted] F
Complaint: ***I am rejecting this response because: The healthcare provider is responsible to inform clients of what insurance they do or do not accept upon the booking of an appointment and at the front desk check-inI presented my son's Blue Cross Blue Shield insurance card and the front desk personnel did not enter the information into the systemThey assumed that the insurance information in the mychart website under my patient info was the insurance plan for my sonThat was an error on the part of the front desk personnelShe did not update my Son's insurance information in the system at the time of the appointmentThat is not the responsibility of the patient to enter that information in upon check-in; it's your employee's responsibility to be thorough and collect the necessary information & not to make assumptionsYour billing office refused to submit the claim to CHIP -Blue Cross Blue Shield of Texas because they do not have a contract with themHowever, they failed to inform me that they do not accept that health care plan upon my son's check inThe front desk clerk made the decision to utilize my insurance under the assumption that my son was coveredI did not present that card; because my son's name is no where on the cardIf she would have been paying attention to detail and not assuming that he was on my insurance; she would have seen clearly that my son's name was no where on the United Healthcare insurance cardThis is an error on the part of your front desk clerkI went in October to ARC Far West to petition a copy of the insurance card / paperwork that was processed for my son's appointment; they could not provide me with any documentation to prove that I presented the Blue Cross Blue Shield insurance cardThe clerk never copied anything nor scanned anything upon check-inNow all of a sudden after I called the billing office several times they say they have a scanned copy of my United Healthcare card with a date stamp of February 14,...If so why did they not provide that paperwork on my October visit to the clinicAlso, if they did copy the United Health Care card why did they not notice that my son's name was no where on the card. I am not going to pay for someone else's mistakeYou all need to improve your appointment setting and cheprocessesThe billing office refused to forward the claim to the case work at Blue Cross Blue Shield-CHIP because they do not believe they will pay the claim. Blue Cross Blue Shield -CHIP said that they would wave the timely filing, and said they can pay the claim because my son was covered at the time of the appointment. As a customer, I am being penalized for a mistake on the part of your employee; and that is unacceptable business practiceThis bill needs to either be filed as a claim with Blue Cross Blue Shield - CHIP or waived; because of your employee's error. Regards,*** ***
Austin Regional Clinic and its physicians strive to provide our patients with the best healthcare experience possible and we are very proud of the care we provide to our patients. Regarding Revdex.com Complaint #***, I am dismayed to hear Ms*** felt it necessary to file a complaint
with the Revdex.com. We are working to resolve this issue.At this time, we have adjusted the diagnosis code for the visit to V(procreative counseling) and have resubmitted the claim to Ms***'s insurance company. There is no guarantee the insurance company will cover this diagnosis as that will depend on the benefits and requirements of the individual insurance planThank you for the opportunity to respond. If you have any further questions, please contact me at ###-###-####.Sincerely,*** *** *** *** *** ***Austin Regional Clinic
Complaint: ***I am rejecting this response because:This is in no way a complete discussion of the circumstance. I must also mention that you promised repeatedly to call me back over a month ago and once again I have heard NOTHING until I reactivated this complaint with the Revdex.com. This is the TRUE and full account of what has happened. I scheduled an appointment due to having a fever and being extremely ill, and having a 6month old and a year old child at home. I was mostly worried about spreading what I had to the baby because I was very sick and my pediatrician recommend doing what I could to identify it if possible. The doctor prescribed antibiotics and because of my concerns about my children getting sick as well we decided to do a fecal culture. 1. The doctor told me to start antibiotics before collecting the sample. There is no situation where this is appropriate. This made it impossible to tell if a negative sample was due to the antibiotics, my immune system having already eliminated it, bad sample, or something that wouldn’t show in a culture. My pediatrician could not have gotten any useful information from the result anyway. The ONLY reason I elected to provide a sample was because my month old daughter's pediatrician recommended it. 2. I called for the results for days after and received no results. At one point I was told the results had come back but my doctor was on vacation and another doctor was handling it and would be contacting me. I never heard anything. 3. There is a note in my account that a nurse called and left a message with the date and time. You only have one phone number for me, 512-922-3978. As a cell phone I can produce the bill that proves that call never happened It lists every incoming and outgoing call. I NEVER received a single call from ADC until *** called me in March. 4. I did not receive results for my culture until I got the bill in the mail and called to complain. At that point a test I approved only because I feared my child would catch what I had was useless. 5. I NEVER received a call back about my bill. My initial call after the bill arrived began a cycle of your staff passing me back and forth between billing and nurses with no one claiming to be able to do anything. I was always told there was someone else, a supervisor/administrator or such, that they would send this too and he/she would call me back in a few days. I NEVER ONCE GOT A CALL. Not one until I put a claim in with the Revdex.com. 6. I was and am fully insured with United Healthcare with a zero co-pay. I had a problem with my service and asked that it be resolved BEFORE I paid. This was not about the money. This was about a lack of service, bad practices in sample collection, and a need to speak with someone about my treatment. I offered MANY times to provide my insurance if only the doctor visit portion was billed until the rest was resolved. I was told if I gave my insurance the entire thing would be billed and there was nothing I could do about it. Because no one would ever call me back this went past the date by which the claim must be filed. I now cannot claim this on insurance. This is a lot of money for a family and we would NOT have had any of the burden of this if your staff had just taken a few minutes to deal with my complaint. I PROBABLY WOULD HAVE AGREED TO SEND IT TO INSURANCE IF SOMEONE HAD JUST CARED ENOUGH TO ACKNOWLEDGE THAT I CALLED FOR DAYS WORRIED ABOUT MY INFANT AND NEVER RECEIVED ANY RESULT AND PROMISED TO DO BETTER. I was not willing to pay without having a supervisor call me back to discuss this. THAT IS ALL THIS WOULD HAVE TAKEN TO RESOLVE. Now I can not claim it and I can not pay it. 7. I won’t pay this. Your collections agency has started calling and though they are very friendly for collections agents, I am not going to pay without resolution for ARCs part in what has occured. Your staff has ignored me and not responded to the plus calls I have made trying to resolve this in a timely manner. The last instance was *** Edmunsen (Provider and Patient Relations Manager), who called me on March 30th, only because I put in a complaint with the Revdex.com. She promised repeatedly she would call me back after discussing this in a staff meeting a couple weeks later. Of course, I never heard from her again. She reappeared today ONLY because of the Revdex.com involvement. Regards,*** ***
This issue has been satisfactorly closed after consultation with the complaintant.Regards,*** ***
Complaint: ***
I am rejecting this response because: This is absolutely has never happened. ARC has only contacted me once, it was someone from their billing informing me that
I haven't paid with no authority to discuss anything about the bill. All other contact has been from me to them. Never have any of my calls been returned. This is not in any way resolved and just an attempt to make me go away. This is shameful and is hurting a real family who now has to deal with the consequences of their incompetence.
Regards,
*** ***
Thank you for the opportunity to respond. After speaking with Ms*** we have had the visit she is concerned about reviewed by another physician and discussed with several physicians and our Medical Director. After review of the medical records, ARC has determined the care given during Ms***' visit was appropriate. The appropriate testing was doneBy our records Ms*** was informed of the resultsThe lab findings did not change treatment plan. It was recommended keeping charge for services rendered.Sincerely,*** ***Provider and Patient RelationsAustin Regional Clinic
Complaint: [redacted]
I am rejecting this response because: Patients have rights to know what costs are associated with each procedure in addition to the billing code(s). Neither was provided by the office. We have also provided these details to the Attorney General.
Regards,
[redacted]
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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], based on the message from Austin Diagnostic, we called the number and supervisor and left a voice message to let her know that we have received the message and we will be waiting for her call. Once, we speak to the supervisor, we will inform you about the outcome. Thanks for your help
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I responded to this on April 7th and haven't heard back from you. I need this reopened. The business was supposed to get back to me by April 17th but they stopped responding as soon as this case was closed. Please help. I attached screen shots of what happens when I try to respond in your message center. There is nowhere to respond, just a grey box. This case is not resolved and ARC is completely unwilling to communicate with me. I did not receive the services that I was billed for. Please reopen this case or let me know exactly what I need to do. [redacted]
Regards,
[redacted]
I have left a mesage for Ms. [redacted] to contact me so we can further investigate.
Thank you for taking the time to write this review. I deeply apologize that you have not received a response until today, however we did not receive notification until today that you had concerns.ARC wants to assure we provide the best care possible to our patients, and we rely on your...
feedback to help us determine where improvements are needed. Please contact ARC's local Central Billing Office Supervisor, [redacted] at [redacted]
Complaint: [redacted]
I am rejecting this response because:
I called [redacted] on Wednesday. She told me she'd contact me back on Thursday for an update. She hasn't contacted me back again ever since we spoke on Wednesday. I told her I wanted a full refund.
Regards,
[redacted]
Dear Mr. [redacted],
We are researching your claim against Magnum Moving & Storage and Wheaton Van Lines. Murphy Moving & Storage claim they did not receive any complaints from you regarding the move . Please clarify a couple of things for us. You mentioned the use of a [redacted] truck (what was...
the city/location?) and the $500 charge. We have our own fleet of trucks and do not use [redacted].
Per your email to Magnum on 08/01/14 which read “ the estimates look fair. I except the proposal and need to pick a date to pack and store”, it appears that you understood by your verbiage that this was an estimated proposal . Originally you accepted the estimates that totaled $5,267.79.
On the day of your pick up you had approx. 1,000 lbs. more than your original estimated weight also ( you indicated when your survey was done in July 2014 that there would be no packing of boxes/cartons). When our men arrived, there was quite a bit of packing for them to do, which increased the amount of hours billed for the extra time. You were subsequently informed that your new ball park estimate would be around $5,700. The total amount you paid for your move was $ 5,934.81.
You have lodged a complaint against us with the Revdex.com of Mass claiming, your move was $1,700 dollars more than originally estimated. Please provide documentation supporting your claims. Our sales manager contacted you by telephone on October 9th, 2014 after receiving an email from you indicting “All and all the move went ok, except for an additional $500 dollars” & “ Your customer service was extremely poor.” You were unwilling at that time to discuss a resolution or explanation.
We are providing a copy of this email to the Revdex.com of Mass & Wheaton Van Lines. Please review the following emails pertaining to your claim of our poor customer service by not corresponding in a timely manner. As you can see, all of your emails were immediately responded to. We have an A+ rating by Revdex.com. We have been an respected mover for over 40 years on Cape Cod. We take all complaints seriously and have made our best attempts at resolving these alleged issues.
Very truly yours,
[redacted]
Customer Relations
Magnum Moving & Storage
[redacted]
[redacted], MA[redacted]
[redacted] V
[redacted] F
Will do
[redacted]
Sales Manager
Magnum Moving & Storage
[redacted]
[redacted], MA [redacted]
[redacted] V
[redacted] F
From: [redacted].net [mailto:[redacted].net]
Sent: Friday, August 01, 2014 4:27 PM
To: [redacted]
Subject: Re: estimates for moves
Can I tentatively schedule for 8/27. I believe that's a Wednesday.
------ Original Message ------
From: [redacted]
To: [redacted].net
Sent: August 1, 2014 at 4:00 PM
Subject: RE: estimates for moves
Hi Mr. [redacted]
As of now I have the week of 08/25 available for your move.. Please let me know which day works for you and I can hold it for you. I hope you have a wonderful weekend, and will talk to you again soon.
Thank you
[redacted]
Sales Manager
Magnum Moving & Storage
[redacted]
[redacted], MA [redacted]
[redacted] V
[redacted] F
From: [redacted].net [mailto:[redacted].net]
Sent: Friday, August 01, 2014 3:40 PM
To: [redacted]
Subject: Re: estimates for moves
The estimates look fair. I except the proposal and need to pick a date for the pack and store.
------ Original Message ------
From: [redacted]
To: [redacted].net
Sent: July 31, 2014 at 11:05 AM
Subject: estimates for moves
Hi Mr. [redacted]
Attached are 2 estimates one for your move into storage and the other for your move to Ft Myers…. Interstate is based on weight and miles …. So your shipment will be weighed before going to Florida so we will have an actual cost. It was a pleasure meeting you and I am looking forward to assisting you with your move. Any questions please feel free to contact me via phone or email.
Thank you
[redacted]
Sales Manager
Magnum Moving & Storage
[redacted]
[redacted], MA [redacted]
[redacted] V
[redacted] F
Hi Mr. [redacted]
Hope all is well with you. I spoke to Michael (your driver) and he said he will be calling you today. The delivery will be tomorrow. He will have the actual cost for this move.
[redacted]
Sales Manager
Magnum Moving & Storage
[redacted]
[redacted]
[redacted], MA [redacted]
[redacted] V
[redacted] F
From: [redacted].net [mailto:[redacted].net]
Sent: Thursday, October 02, 2014 8:21 AM
To: [redacted]
Subject: Re: revised estimate
Checking on delivery date to Ft Myers. Please respond ASAP.
------ Original Message ------
From: [redacted]
To: [redacted]
Sent: September 22, 2014 at 12:28 PM
Subject: revised estimate
[redacted]
Sales Manager
Magnum Moving & Storage
[redacted]
[redacted]
[redacted], MA [redacted]
[redacted] V
[redacted] F
Thank you for your response. Austin Regional Clinic will be happy to respond to any inquiry from the Texas Medical Board or Attorney General.If you would like to discuss this further, please feel free to contact me at [redacted].Best,[redacted]Provider and Patient Relations ManagerAustin Regional Clinic
Austin Regional Clinic and its physicians strive to provide our patients with the best healthcare experience possible and we are very proud of the care we provide to our patients. Regarding Revdex.com Complaint #[redacted], it is our practice at ARC to direct patients with questions regarding...
coverage to their insurance company directly or their employer's benefit office to find out what their plan benefits are. Our front desk staff, providers and nursing staff are trained to refer patients with billing questions to our billing department or to call their insurance to verify benefits. It is the responsibility of each individual to know the benefits and requirements of their individual insurance plan. This information is typically very easily obtained via the insurance providers’ website.Thank you for the opportunity to respond. If you have any further questions, please contact me at ###-###-####.Sincerely,[redacted]Austin Regional Clinic
Thank you very much for the opportunity to respond. I am investigating and will respond to you soon. Please contact me if you have any questions or comments.[redacted]Provider and Patient Relations ManagerAustin Regional Clinic(512) 231-5590
ARC Business office contacted this patient this morning and extended the 25% discount.