Benjamin VHu, M.D(440) 886-Parmatown Professional Building Ridge Rd., #Parma, OH Jennifer [redacted] Dispute Resolution Specialist Revdex.com Euclid Ave., 4th Floor [redacted] , OH 44115-2408Dear Ms***: In response to the complaint by [redacted] (ID [redacted] ) and his response on 6-22-17, I would like to add the following informationMr [redacted] thinks that his bill was sent from our office and that we overlooked to bill him due to an office personnel retiring around the time of his visitThe fact is that for over years we have been using a billing service that files our insurance and bills our patientsThe service is paid a percentage of what is collected, so they have every incentive to send out statements and collect paymentsI was told that statements were sent to Mr [redacted] in October 5, 2015, November 9, 2015, and December 5, (I have seen a screen shot from their main billing system.) None of these bills were returned so one can assume they were delivered to Mr [redacted] Our billing service is: NCDS Lucerne Dr., Suite Middleburg Hts., OH Phone: 1-800-556-I would encourage Mr [redacted] to call or even visit them to see the size of their operation and to know that it is not just one person doing all the billing and thus could mess upThe "messing up" on our part was that we overlooked to send his account to collection soon after the third billing statementI am told by my billing service that the [redacted] sends accounts to collection after one billing cycleMr [redacted] also states that it would only take a minute to call and straighten our any billing issuesHe was informed of his delinquent balance a few months ago when he called our office wanting to order contactsMy secretary felt that he was very rude in pressuring her to dismiss the bill, and unfortunately she responded to his rudeness in kind, for which I do extend my apologiesDismissal of bills would be done by me in conjunction with my billing servicePrior to these letters I was not aware of the situationWe did confirm with the collection agency that Mr [redacted] 's payment was received in full as soon as he got the billMy question is then why did he not take a minute to straighten out his bill with our office a few months ago when he was informed on the phoneif he was more reasonable in asking us to look into the matter instead of an outright refusal to pay at the time, none of this would have occurredIn summary, we billed the insurance policy that Mr [redacted] confirmed was current at the time of his visit ( we have them sign or initial after looking over our form to make sure the information is current)However, my billing service found out that his insurance policy was not active on that dateOur billing service did send three bills after the response from the insurance, but Mr [redacted] did not respondWe have asked them to send us copies of the billsAgain I encourage Mr [redacted] to call or visit my billing service directly versus "this is what they told me." Mr [redacted] states that he did not receive any billsHe could have gotten the bill and discarded it as junk mail without opening it or it could have been sandwiched in a advertising catalog or mailer and recycledThis does not mean he was not billed and he did not receive a bill just that he did not open a bill from us and acknowledge it was from my office.Thank you for allowing me to share what I have found, and if I can be of assistance to you, please let me knowI am open to suggestions to help prevent this from happening in the futureSincerely, Benjamin Hu
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
First and most importantly the receptionist did tell me on 2-8-2017; After discussing how I did not recieve a bill in years over this and your receptionist even admitted to messing up with the billing due to your other receptionists' retirementBy her saying "Im so sorry I was (or a family member) was sick and "other receptionist" retired and the billing got lost in the paperwork" Which opbviously upset me and made me discuss how unimpressed and how unprofessional this wasFollowed up by your receptionist then saying to me,"We will forget your balance, but you find new doctor now" and hung up on meThen it got sent to collectionsVery Ironic and professional I may addI can understand the mix up in the insurance and I would of been totally willing to pay my bill, but I never recieved oneAnd second of all, I cant prove it, but with my nature; I am never late for any bills and would rightfully pay my bill, if I received one after thatMy credit score agreesBut I did not receive one bill over those glasses in that year time, not even a phone call, which you would think would be the right thing to do if you were notified of me not paying the bill? Would literally take one minute, and further proves my case that I was not billed in that year time periodAnd your receptionist indeed told me SHE DID make a mistake on the billingSo if you have solid information on the times I was billed in those years I would gladly like to see that.ake on no
Regards,
*** ***
Benjamin V. Hu, M.D. (440) 886-0005 Parmatown Professional Building Fashion Optical/Millside Centre6688 Ridge Road, #1200 8801 Brecksville Rd., #2Parma, OH 44129 Brecksville, OH 44141[redacted] Dispute Resolution Specialist Revdex.com 2800 Euclid Ave.,...
4th Floor [redacted], OH 44115-2408Dear Ms. [redacted]: In response to the complaint by [redacted] (ID [redacted]) I have looked into this matter.[redacted] has been a patient at our office since 11-21-2008. He has been to our office many times and was last seen 9-25-2015. This last date of service is the one of his complaint.He gave us an insurance card Medical Mutual of Ohio which was to cover the exam and gave us his copay of $40.00 ( $117.00 to be paid by the insurance). The patient then picked up glasses 10-30-15 which he paid for except for the $100.00 that was to be covered by the insurance. The issue is that the outstanding balance of $217 was to be paid by the insurance but the policy had been cancelled and thus the responsibility of the patient Mr. [redacted]. We have a billing company NCDS that sent bills to him Oct 2015, Nov 2015 and Dec. 2015. If you need verification I'm sure it can be arranged. Our office did not get returned letters so one can assume he did get the bills and they were ignored. Also the patient should have gotten a letter from the insurance company known as and EOB or explanation of benefit. If he would have opened it and read the letter he would have known that they were not paying the bill as the policy had been cancelled. Because he has been a long time patient, our office chose to bring it to his attention the next time he presented to our office or ordered contacts, as opposed to sending him to collection back in mid 2016. A contact lens prescription (just like medication) is only good for a year. This is what prompted Mr. [redacted] to call February 8, 202 7 to get more contact lenses. It was on 2-8-2017 he was informed that it had been more than a year since his last exam and that he needed to be seen to update or confirm his current contact lens prescription. He was also informed of his outstanding balance. I was told he was rude and mean during this confrontation and that he said he only wanted contacts and that it was unprofessional and that he was not going to pay the bill. Unfortunately, he has forgotten that he as billed 3 times by our billing company. I cannot confirm or deny what either party said is true or not true or partially true. Most of us cannot remember word for word what was said 4 months prior unless you have a documented photographic memory. People only remember what they want to remember so I am only trying to state facts only. I do know that our office policy if there are outstanding bills and that no effort to rectify the situation then there is no reason to continue the patient physician relationship. I regard to collections, the glasses that were purchased were adjusted to reflect that the insurance guidelines and thus very little profit. Since they did not pay for their portion due to the canceled policy that meant there was a net loss. Collections if paid would decrease the loss. If one examines the dates, 2-8-17 is only a year and a half since his last appointment and only a little over a year since his last bill, not two years later. In his letter to you, he states that he was fully willing to pay the collection agency which he states the he did. I would have to ask why did he just not pay the bill in full originally and none of this would have occurred. In summary, the main culprit was the canceled insurance policy which the Mr. [redacted] was not aware of at the time services were rendered. NCDS our billing company did send three bills but there was no response. Being a regular long time patient, he was NOT sent to collection at that time and was to be informed next time services were to be rendered. Unfortunately, level headedness and reason did not prevail at the phone encounter. Thank you for allowing me to share what I have found, and if I can be of assistance to you in the future please let me know. I am open to suggestions to help prevent this from happening in the future. Sincerely, Benjanun V. Hu, M.D.
Benjamin V. Hu, M.D. (440) 886-0005 Parmatown Professional Building 6688 Ridge Rd., #1200 Parma, OH 44129 Jennifer [redacted] Dispute Resolution Specialist Revdex.com 2800 Euclid Ave., 4th Floor [redacted], OH 44115-2408Dear Ms. [redacted]: In response to the complaint by [redacted] (ID [redacted]) and his response on 6-22-17, I would like to add the following information. Mr. [redacted] thinks that his bill was sent from our office and that we overlooked to bill him due to an office personnel retiring around the time of his visit. The fact is that for over 15 years we have been using a billing service that files our insurance and bills our patients. The service is paid a percentage of what is collected, so they have every incentive to send out statements and collect payments. I was told that 3 statements were sent to Mr. [redacted] in October 5, 2015, November 9, 2015, and December 5, 2015. (I have seen a screen shot from their main billing system.) None of these bills were returned so one can assume they were delivered to Mr. [redacted]. Our billing service is: NCDS 7550 Lucerne Dr., Suite 405 Middleburg Hts., OH 44130 Phone: 1-800-556-6236 I would encourage Mr. [redacted] to call or even visit them to see the size of their operation and to know that it is not just one person doing all the billing and thus could mess up. The "messing up" on our part was that we overlooked to send his account to collection soon after the third billing statement. I am told by my billing service that the [redacted] sends accounts to collection after one billing cycle. Mr. [redacted] also states that it would only take a minute to call and straighten our any billing issues. He was informed of his delinquent balance a few months ago when he called our office wanting to order contacts. My secretary felt that he was very rude in pressuring her to dismiss the bill, and unfortunately she responded to his rudeness in kind, for which I do extend my apologies. Dismissal of bills would be done by me in conjunction with my billing service. Prior to these letters I was not aware of the situation. We did confirm with the collection agency that Mr. [redacted]'s payment was received in full as soon as he got the bill. My question is then why did he not take a minute to straighten out his bill with our office a few months ago when he was informed on the phone. if he was more reasonable in asking us to look into the matter instead of an outright refusal to pay at the time, none of this would have occurred. In summary, we billed the insurance policy that Mr. [redacted] confirmed was current at the time of his visit ( we have them sign or initial after looking over our form to make sure the information is current). However, my billing service found out that his insurance policy was not active on that date. Our billing service did send three bills after the response from the insurance, but Mr. [redacted] did not respond. We have asked them to send us copies of the bills. Again I encourage Mr. [redacted] to call or visit my billing service directly versus "this is what they told me." Mr. [redacted] states that he did not receive any bills. He could have gotten the bill and discarded it as junk mail without opening it or it could have been sandwiched in a advertising catalog or mailer and recycled. This does not mean he was not billed and he did not receive a bill just that he did not open a bill from us and acknowledge it was from my office.Thank you for allowing me to share what I have found, and if I can be of assistance to you, please let me know. I am open to suggestions to help prevent this from happening in the future. Sincerely, Benjamin Hu
Benjamin VHu, M.D(440) 886-Parmatown Professional Building Ridge Rd., #Parma, OH Jennifer [redacted] Dispute Resolution Specialist Revdex.com Euclid Ave., 4th Floor [redacted] , OH 44115-2408Dear Ms***: In response to the complaint by [redacted] (ID [redacted] ) and his response on 6-22-17, I would like to add the following informationMr [redacted] thinks that his bill was sent from our office and that we overlooked to bill him due to an office personnel retiring around the time of his visitThe fact is that for over years we have been using a billing service that files our insurance and bills our patientsThe service is paid a percentage of what is collected, so they have every incentive to send out statements and collect paymentsI was told that statements were sent to Mr [redacted] in October 5, 2015, November 9, 2015, and December 5, (I have seen a screen shot from their main billing system.) None of these bills were returned so one can assume they were delivered to Mr [redacted] Our billing service is: NCDS Lucerne Dr., Suite Middleburg Hts., OH Phone: 1-800-556-I would encourage Mr [redacted] to call or even visit them to see the size of their operation and to know that it is not just one person doing all the billing and thus could mess upThe "messing up" on our part was that we overlooked to send his account to collection soon after the third billing statementI am told by my billing service that the [redacted] sends accounts to collection after one billing cycleMr [redacted] also states that it would only take a minute to call and straighten our any billing issuesHe was informed of his delinquent balance a few months ago when he called our office wanting to order contactsMy secretary felt that he was very rude in pressuring her to dismiss the bill, and unfortunately she responded to his rudeness in kind, for which I do extend my apologiesDismissal of bills would be done by me in conjunction with my billing servicePrior to these letters I was not aware of the situationWe did confirm with the collection agency that Mr [redacted] 's payment was received in full as soon as he got the billMy question is then why did he not take a minute to straighten out his bill with our office a few months ago when he was informed on the phoneif he was more reasonable in asking us to look into the matter instead of an outright refusal to pay at the time, none of this would have occurredIn summary, we billed the insurance policy that Mr [redacted] confirmed was current at the time of his visit ( we have them sign or initial after looking over our form to make sure the information is current)However, my billing service found out that his insurance policy was not active on that dateOur billing service did send three bills after the response from the insurance, but Mr [redacted] did not respondWe have asked them to send us copies of the billsAgain I encourage Mr [redacted] to call or visit my billing service directly versus "this is what they told me." Mr [redacted] states that he did not receive any billsHe could have gotten the bill and discarded it as junk mail without opening it or it could have been sandwiched in a advertising catalog or mailer and recycledThis does not mean he was not billed and he did not receive a bill just that he did not open a bill from us and acknowledge it was from my office.Thank you for allowing me to share what I have found, and if I can be of assistance to you, please let me knowI am open to suggestions to help prevent this from happening in the futureSincerely, Benjamin Hu
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
First and most importantly the receptionist did tell me on 2-8-2017; After discussing how I did not recieve a bill in years over this and your receptionist even admitted to messing up with the billing due to your other receptionists' retirementBy her saying "Im so sorry I was (or a family member) was sick and "other receptionist" retired and the billing got lost in the paperwork" Which opbviously upset me and made me discuss how unimpressed and how unprofessional this wasFollowed up by your receptionist then saying to me,"We will forget your balance, but you find new doctor now" and hung up on meThen it got sent to collectionsVery Ironic and professional I may addI can understand the mix up in the insurance and I would of been totally willing to pay my bill, but I never recieved oneAnd second of all, I cant prove it, but with my nature; I am never late for any bills and would rightfully pay my bill, if I received one after thatMy credit score agreesBut I did not receive one bill over those glasses in that year time, not even a phone call, which you would think would be the right thing to do if you were notified of me not paying the bill? Would literally take one minute, and further proves my case that I was not billed in that year time periodAnd your receptionist indeed told me SHE DID make a mistake on the billingSo if you have solid information on the times I was billed in those years I would gladly like to see that.ake on no
Regards,
*** ***
Benjamin V. Hu, M.D. (440) 886-0005 Parmatown Professional Building Fashion Optical/Millside Centre6688 Ridge Road, #1200 8801 Brecksville Rd., #2Parma, OH 44129 Brecksville, OH 44141[redacted] Dispute Resolution Specialist Revdex.com 2800 Euclid Ave.,...
4th Floor [redacted], OH 44115-2408Dear Ms. [redacted]: In response to the complaint by [redacted] (ID [redacted]) I have looked into this matter.[redacted] has been a patient at our office since 11-21-2008. He has been to our office many times and was last seen 9-25-2015. This last date of service is the one of his complaint.He gave us an insurance card Medical Mutual of Ohio which was to cover the exam and gave us his copay of $40.00 ( $117.00 to be paid by the insurance). The patient then picked up glasses 10-30-15 which he paid for except for the $100.00 that was to be covered by the insurance. The issue is that the outstanding balance of $217 was to be paid by the insurance but the policy had been cancelled and thus the responsibility of the patient Mr. [redacted]. We have a billing company NCDS that sent bills to him Oct 2015, Nov 2015 and Dec. 2015. If you need verification I'm sure it can be arranged. Our office did not get returned letters so one can assume he did get the bills and they were ignored. Also the patient should have gotten a letter from the insurance company known as and EOB or explanation of benefit. If he would have opened it and read the letter he would have known that they were not paying the bill as the policy had been cancelled. Because he has been a long time patient, our office chose to bring it to his attention the next time he presented to our office or ordered contacts, as opposed to sending him to collection back in mid 2016. A contact lens prescription (just like medication) is only good for a year. This is what prompted Mr. [redacted] to call February 8, 202 7 to get more contact lenses. It was on 2-8-2017 he was informed that it had been more than a year since his last exam and that he needed to be seen to update or confirm his current contact lens prescription. He was also informed of his outstanding balance. I was told he was rude and mean during this confrontation and that he said he only wanted contacts and that it was unprofessional and that he was not going to pay the bill. Unfortunately, he has forgotten that he as billed 3 times by our billing company. I cannot confirm or deny what either party said is true or not true or partially true. Most of us cannot remember word for word what was said 4 months prior unless you have a documented photographic memory. People only remember what they want to remember so I am only trying to state facts only. I do know that our office policy if there are outstanding bills and that no effort to rectify the situation then there is no reason to continue the patient physician relationship. I regard to collections, the glasses that were purchased were adjusted to reflect that the insurance guidelines and thus very little profit. Since they did not pay for their portion due to the canceled policy that meant there was a net loss. Collections if paid would decrease the loss. If one examines the dates, 2-8-17 is only a year and a half since his last appointment and only a little over a year since his last bill, not two years later. In his letter to you, he states that he was fully willing to pay the collection agency which he states the he did. I would have to ask why did he just not pay the bill in full originally and none of this would have occurred. In summary, the main culprit was the canceled insurance policy which the Mr. [redacted] was not aware of at the time services were rendered. NCDS our billing company did send three bills but there was no response. Being a regular long time patient, he was NOT sent to collection at that time and was to be informed next time services were to be rendered. Unfortunately, level headedness and reason did not prevail at the phone encounter. Thank you for allowing me to share what I have found, and if I can be of assistance to you in the future please let me know. I am open to suggestions to help prevent this from happening in the future. Sincerely, Benjanun V. Hu, M.D.
Benjamin V. Hu, M.D. (440) 886-0005 Parmatown Professional Building 6688 Ridge Rd., #1200 Parma, OH 44129 Jennifer [redacted] Dispute Resolution Specialist Revdex.com 2800 Euclid Ave., 4th Floor [redacted], OH 44115-2408Dear Ms. [redacted]: In response to the complaint by [redacted] (ID [redacted]) and his response on 6-22-17, I would like to add the following information. Mr. [redacted] thinks that his bill was sent from our office and that we overlooked to bill him due to an office personnel retiring around the time of his visit. The fact is that for over 15 years we have been using a billing service that files our insurance and bills our patients. The service is paid a percentage of what is collected, so they have every incentive to send out statements and collect payments. I was told that 3 statements were sent to Mr. [redacted] in October 5, 2015, November 9, 2015, and December 5, 2015. (I have seen a screen shot from their main billing system.) None of these bills were returned so one can assume they were delivered to Mr. [redacted]. Our billing service is: NCDS 7550 Lucerne Dr., Suite 405 Middleburg Hts., OH 44130 Phone: 1-800-556-6236 I would encourage Mr. [redacted] to call or even visit them to see the size of their operation and to know that it is not just one person doing all the billing and thus could mess up. The "messing up" on our part was that we overlooked to send his account to collection soon after the third billing statement. I am told by my billing service that the [redacted] sends accounts to collection after one billing cycle. Mr. [redacted] also states that it would only take a minute to call and straighten our any billing issues. He was informed of his delinquent balance a few months ago when he called our office wanting to order contacts. My secretary felt that he was very rude in pressuring her to dismiss the bill, and unfortunately she responded to his rudeness in kind, for which I do extend my apologies. Dismissal of bills would be done by me in conjunction with my billing service. Prior to these letters I was not aware of the situation. We did confirm with the collection agency that Mr. [redacted]'s payment was received in full as soon as he got the bill. My question is then why did he not take a minute to straighten out his bill with our office a few months ago when he was informed on the phone. if he was more reasonable in asking us to look into the matter instead of an outright refusal to pay at the time, none of this would have occurred. In summary, we billed the insurance policy that Mr. [redacted] confirmed was current at the time of his visit ( we have them sign or initial after looking over our form to make sure the information is current). However, my billing service found out that his insurance policy was not active on that date. Our billing service did send three bills after the response from the insurance, but Mr. [redacted] did not respond. We have asked them to send us copies of the bills. Again I encourage Mr. [redacted] to call or visit my billing service directly versus "this is what they told me." Mr. [redacted] states that he did not receive any bills. He could have gotten the bill and discarded it as junk mail without opening it or it could have been sandwiched in a advertising catalog or mailer and recycled. This does not mean he was not billed and he did not receive a bill just that he did not open a bill from us and acknowledge it was from my office.Thank you for allowing me to share what I have found, and if I can be of assistance to you, please let me know. I am open to suggestions to help prevent this from happening in the future. Sincerely, Benjamin Hu