Buckeye Physical Medicine and Rehab, LLC

I apologize for any misunderstanding that came with this billing concern [redacted] was a patient in our Gahanna location from June 30, - August 21, During this time, the patient treated with both the chiropractic and medical providersThe first visit with the clinic the patient had was a free consultation (6.30.15)On the review of findings visit, in this case, the 2nd chiropractic visit with the clinic (7.1.15), the chiropractor reviews a courtesy insurance verificationThis is basically a quote of coverage by the patient's insurance companyThis is reviewed in case the patient is unfamiliar with the chiropractic and medical coverage by their insuranceAttached is Exhibit A, the insurance verification, that details the quote that the patient's insurance ( [redacted] ) gave usIn turn, the chiropractor would have reviewed that [redacted] has a $deductible and after that, she has a coinsurance of 30% due to [redacted] only covering 70% of costThe 30% is estimated at $per visit to ensure the patient is paying on their total and then being billed for the rest once the insurance has processed the claimsThe clinic Buckeye Physical Medicine and Rehab - Gahanna is contracted with [redacted] and the patient is contracted with [redacted] In this case, Buckeye Physical Medicine and Rehab - Gahanna is obligated to the contracted rates per claims and then obligated to bill the patient for the patient responsibilityMonthly bills have been sent since the beginning of the patient's treatmentUnfortunately, since the patient moved, Buckeye Physical Medicine and Rehab - Gahanna has no record of the address change and have continued to bill the Ohio address that they have on file The current patient responsibility balance is $Please see Exhibit D, the last statement sent on May 10, This is including final balance of the chiropractic account of $390.53, please see chiropractic ledger- Exhibit BThis ledger includes payments by [redacted] and payments made by the patientThis statement also includes a working balance for the medical ledger, please see Exhibit CThis is considered a working balance due to the fact that all of the claims have been submitted to [redacted] and Buckeye Physical Medicine and Rehab - Gahanna has not received payment/responses from [redacted] yet on some of the claims therefore the patient responsibility balance will only reflect that which has already been processed by [redacted] This balance listing $Unfortunately, this balance will change once the remaining claims are processedTherefore, statements will continue to be sentIn reference to the unavailability of the office mentioned in the complaint as, "I tried to contact the clinic no less than five times, and have not received any sort of acknowledgment besides, 'your message is sent.' " is concerning due to the fact that the statements sent out, see Exhibit D, states that the patient would need to contact the billing department (Sarah [redacted] at ##########This would have put the patient through to the line with Sarah, the biller, or to your direct voicemailAll phone calls are returned in business dayI cannot speak for whatever system that the patient claims to be contacting with the response that she is receiving Due to obligations to the patient's insurance company, the patient responsibility is still due and she will continue to receive bills [redacted] can call the appropriate biller at the above phone number and she will be responded to within business day to get the current balance handled and an updated address on file so that the statement are sent to her appropriately I am very sorry that [redacted] has had some frustration with this situation and Buckeye Physical Medicine and Rehab - Gahanna would like to settle this issue as swiftly as possible for the interest of both the patient and the companyPlease let me know if there is anything else that will need to be providedThank you, Tiffany S [redacted]

I apologize for the misunderstanding that has taken place between [redacted] and the [redacted] location of Buckeye Physical Medicine and RehabTo better explain this process, I must better explain the Neuropathy program itself: The Neuropathy program at Buckeye Physical Medicine and Rehab is created to give relief to patient who experience the symptoms of neuropathy and test positive for this very issueWe have advertised for this program through several different media outlets and patients do call in to see if they qualifyBelow is the proceedings that took place with [redacted] and the general procedure that each office follows regularly [redacted] arrived in the office on He was asked to fill out an intakeThis includes general patient information, health history, symptoms experienced, and office policies that apply to the patientPatient complied and filled all sections in the intake except the x-ray portion, which is unnecessary for this programSee Exhibit Once completing the intake, the patient, [redacted] ***, was greeted by our case manager in the officeHer duty is to review symptoms and ensure that this is the correct program to be seenThe symptoms were reviewed and they are symptoms of NeuropathyThe Case Manager states that it is up to the patient to proceedIf they choose to do so, they will be seeing the Nurse Practitioner who will better assess these symptoms and continue further with the programIf [redacted] is interested in the next step, the visit will bill to his health insurance like any other doctor's visit wouldIt is apparent that the patient agreed because on the same day, he was seen by the Nurse PractitionerSee Exhibit Patient was assessed and then recommended to get additional diagnostic testing (a nerve conduction study), to ensure that the symptoms do align with the nerve issues and where the root of these problems lie As a courtesy to all patients, we offer a free verification of their insurance, so they are aware of what their coverage is while treating in our officeThe office did so for the patientSee Exhibit Although, the patient should be aware of coverage, it was again mentioned to him that he has a $2,deductible and his insurance covers at 60% (coinsurance)Therefore, his responsibility to us will be whatever portion [redacted] does not pay due to the deductible and coinsurance It is my understanding that the patient understood because he received the diagnostic testing and the results were reviewed with him [redacted] was approved for this program and there were several areas that could have been treatedAt this point, the patient was to decide if he wanted to continue with the program or not [redacted] declined further treatment All visits and testing were billed to [redacted] as stated previouslySee Exhibit for the processed claimsPatient responsibility is mentioned on these EOB's as well [redacted] covered $150.00, which was applied to the accountStatements were sent to the patient based on amount due to the company [redacted] called and spoke with Lindsay (see Exhibit 4), one of the billers in the billing department about his balance due on She noticed that the balance could be reduced slightly due to the posting from the insurance companyShe told the patient the new balance of $This is still patient responsibility and he does still owePatient did not make a payment at this timeAn additional statement was sentSee Exhibit for final balance in [redacted] ***'s ledgerAs the above has mentioned, the patient received care as many other patients in our office do under this serviceAs a courtesy we review patient insurance coverage, although not mandatoryPatient should be aware of coverage whether or not reviewed by my clinic [redacted] did receive treatment therefore by standards both set by his health insurance company and the respective boards in this case, he is responsible for his portion of this bill as [redacted] [redacted] ***, as of today, 5.12.15, has yet to make a payment on his accountWe will continue to send statements and by our company policy, if not paid after the 3rd statement sent, he may be sent to collections due to this balancePlease do not hesitate to contact me with any further questions.Thank you, [redacted] Buckeye Physical Medicine and Rehab, LLC###################

We apologize for any misunderstanding that has taken place in this situationMr [redacted] has been a patient with our Hormone Replacement Program since June of this yearHe chose to do our injectable testosterone programThis program includes cycles of weeks with all medications necessary based on bloodwork and exam by our physicianThe patient pays auto-debits of $(total of $525) for each week cycleThe patient had received two week cycles to this pointWhen the patient, Mr [redacted] , started the auto-debit program to pay for this testosterone therapy program, he signed a terms of agreement pagePlease be Exhibit AIn this terms of agreement, the second point lists, "I understand that if I am to cancel this program, I am to pay the remainder in full or all the auto-debit to withdraw until all products/services are paid in full." On September 21, 2016, Mr [redacted] called the office and stated that he wanted to cancel his program and the staff stated they are unable to cancel the auto-debit at that point due to his balanceAll balance was incurred as of August 30, 2016, due to all of the medications being shipped to his homePlease see Exhibit B (patient's ledger) for balance line items and total The staff will no longer be ordering anymore medication for this patient, therefore no other charges will incur, but the patient is obligated to pay for the products and services that he already received to the point of the last shipmentTherefore, the auto-debit must continue withdrawing to pay the total of $unless Mr [redacted] would prefer to pay that balance in fullPlease let me know if there are any further questionsThank you, Tiffany S [redacted]

I apologize for the misunderstanding that has taken place between [redacted] and the [redacted] location of Buckeye Physical Medicine and RehabTo better explain this process, I must better explain the Neuropathy program itself:The Neuropathy program at Buckeye Physical Medicine and Rehab is created to give relief to patient who experience the symptoms of neuropathy and test positive for this very issueWe have advertised for this program through several different media outlets and patients do call in to see if they qualifyBelow is the proceedings that took place with [redacted] and the general procedure that each office follows regularly [redacted] arrived in the office on He was asked to fill out an intakeThis includes general patient information, health history, symptoms experienced, and office policies that apply to the patientPatient complied and filled all sections in the intake except the x-ray portion, which is unnecessary for this programSee Exhibit Once completing the intake, the patient, [redacted] ***, was greeted by our case manager in the officeHer duty is to review symptoms and ensure that this is the correct program to be seenThe symptoms were reviewed and they are symptoms of NeuropathyThe Case Manager states that it is up to the patient to proceedIf they choose to do so, they will be seeing the Nurse Practitioner who will better assess these symptoms and continue further with the programIf [redacted] is interested in the next step, the visit will bill to his health insurance like any other doctor's visit wouldIt is apparent that the patient agreed because on the same day, he was seen by the Nurse PractitionerSee Exhibit Patient was assessed and then recommended to get additional diagnostic testing (a nerve conduction study), to ensure that the symptoms do align with the nerve issues and where the root of these problems lieAs a courtesy to all patients, we offer a free verification of their insurance, so they are aware of what their coverage is while treating in our officeThe office did so for the patientSee Exhibit Although, the patient should be aware of coverage, it was again mentioned to him that he has a $2,deductible and his insurance covers at 60% (coinsurance)Therefore, his responsibility to us will be whatever portion [redacted] does not pay due to the deductible and coinsuranceIt is my understanding that the patient understood because he received the diagnostic testing and the results were reviewed with him [redacted] was approved for this program and there were several areas that could have been treatedAt this point, the patient was to decide if he wanted to continue with the program or not [redacted] declined further treatmentAll visits and testing were billed to [redacted] as stated previouslySee Exhibit for the processed claimsPatient responsibility is mentioned on these EOB's as well [redacted] covered $150.00, which was applied to the accountStatements were sent to the patient based on amount due to the company [redacted] called and spoke with Lindsay (see Exhibit 4), one of the billers in the billing department about his balance due on She noticed that the balance could be reduced slightly due to the posting from the insurance companyShe told the patient the new balance of $This is still patient responsibility and he does still owePatient did not make a payment at this timeAn additional statement was sentSee Exhibit for final balance in [redacted] ***'s ledgerAs the above has mentioned, the patient received care as many other patients in our office do under this serviceAs a courtesy we review patient insurance coverage, although not mandatoryPatient should be aware of coverage whether or not reviewed by my clinic [redacted] did receive treatment therefore by standards both set by his health insurance company and the respective boards in this case, he is responsible for his portion of this bill as [redacted] [redacted] ***, as of today, 5.12.15, has yet to make a payment on his accountWe will continue to send statements and by our company policy, if not paid after the 3rd statement sent, he may be sent to collections due to this balancePlease do not hesitate to contact me with any further questions.Thank you, [redacted] Buckeye Physical Medicine and Rehab, LLC.###################

[redacted] spoke directly with Dr Mike, the clinic director. An agreement was made on the final payment. Please let me know if you have any additional questions.Thank you,Tiffany S [redacted] Operations Manager

I apologize for any misunderstanding that came with this billing concern*** *** was a patient in our Gahanna location from June 30, - August 21, During this time, the patient treated with both the chiropractic and medical providers.The first visit with the clinic the patient had
was a free consultation (6.30.15)On the review of findings visit, in this case, the 2nd chiropractic visit with the clinic (7.1.15), the chiropractor reviews a courtesy insurance verificationThis is basically a quote of coverage by the patient's insurance companyThis is reviewed in case the patient is unfamiliar with the chiropractic and medical coverage by their insuranceAttached is Exhibit A, the insurance verification, that details the quote that the patient's insurance (***) gave usIn turn, the chiropractor would have reviewed that *** has a $deductible and after that, she has a coinsurance of 30% due to *** only covering 70% of costThe 30% is estimated at $per visit to ensure the patient is paying on their total and then being billed for the rest once the insurance has processed the claimsThe clinic Buckeye Physical Medicine and Rehab - Gahanna is contracted with *** and the patient is contracted with ***In this case, Buckeye Physical Medicine and Rehab - Gahanna is obligated to the contracted rates per claims and then obligated to bill the patient for the patient responsibilityMonthly bills have been sent since the beginning of the patient's treatmentUnfortunately, since the patient moved, Buckeye Physical Medicine and Rehab - Gahanna has no record of the address change and have continued to bill the Ohio address that they have on fileThe current patient responsibility balance is $Please see Exhibit D, the last statement sent on May 10, This is including final balance of the chiropractic account of $390.53, please see chiropractic ledger- Exhibit BThis ledger includes payments by *** and payments made by the patientThis statement also includes a working balance for the medical ledger, please see Exhibit CThis is considered a working balance due to the fact that all of the claims have been submitted to *** and Buckeye Physical Medicine and Rehab - Gahanna has not received payment/responses from *** yet on some of the claims therefore the patient responsibility balance will only reflect that which has already been processed by ***This balance listing $Unfortunately, this balance will change once the remaining claims are processedTherefore, statements will continue to be sent.In reference to the unavailability of the office mentioned in the complaint as, "I tried to contact the clinic no less than five times, and have not received any sort of acknowledgment besides, 'your message is sent.' " is concerning due to the fact that the statements sent out, see Exhibit D, states that the patient would need to contact the billing department (Sarah *** at ##########This would have put the patient through to the line with Sarah, the biller, or to your direct voicemailAll phone calls are returned in business dayI cannot speak for whatever system that the patient claims to be contacting with the response that she is receivingDue to obligations to the patient's insurance company, the patient responsibility is still due and she will continue to receive bills*** can call the appropriate biller at the above phone number and she will be responded to within business day to get the current balance handled and an updated address on file so that the statement are sent to her appropriately. I am very sorry that *** has had some frustration with this situation and Buckeye Physical Medicine and Rehab - Gahanna would like to settle this issue as swiftly as possible for the interest of both the patient and the company.Please let me know if there is anything else that will need to be provided.Thank you,Tiffany S***

In reference to the complaint filed by *** ***
I apologize for any poor customer service that Ms *** feels she had receivedI assure that Buckeye Physical Medicine and Rehab strives to provide a quality service to every patientMs *** states that she overpaid for things that
she did not receiveI have attached Exhibit A that is the patient's ledgerThis lists everything that the patient was charged to dateThis includes:1. HcG package which is the 5,IU vial of HcG, the mixing kit to reconstitute and the supportive services which includes the needles and syringes necessary for reconstitution and self injection, the sharps container to dispose the used needles, the destruction of the sharps container post diet, the alcohol swabs to clean area for injections, and the initial examThis totaling $The Initial Exam: Ms*** met with MD on staff, DrRTimothy R***. In the complaint, Ms*** states that she did not receive the examI have attached the documentation of the exam as Exhibit CShe also mentioned meeting with DrR*** in this complaintThis was during the initial exam on The at home MIC Bpackage which includes: the mL vial of MIC B12, the needles and syringes necessary for injections, and the alcohol swabs to clean the area for injectionTotaling $The Initial Exam: Ms*** met with MD on staff, DrRTimothy R*** Totaling $0 In the complaint, Ms*** states that she did not receive the examI have attached the documentation of the exam as Exhibit CThe medication were ordered and shipped to Ms ***'s homeOnce she received them, she returned to the office the receive the supportive services listed on in Exhibit A
To clarify, Exhibit B is the auto-debit program that the office set her up on to spread her payments for the total products over monthsListed in Exhibit B, she is paying for the day HCG package and the BpackageExhibit B and Exhibit A match up stating that she received and was charged what she had paid forAlso in the complaint, she makes claim that she did not receive a food scaleThis is not listed in Exhibit A therefore she was never charged for this productDue to this matter, we cannot refund any amount to Ms ***She has already received everything that she was charged and she still owes the remaining $that is due to auto-debit this month
I did speak with Ms *** on 4.7.16, not as listed in the complaintDuring this phone conversation, I spoke with her on matters of the unprofessionalism via email conversations and the complaints listed hereAt this point, I explained the above evidence and apologized for any poor impression she had on the office's sales staff and their email toneI told her from that point forward, if she felt more comfortable, she may contact me with any further questions on the dietI gave her my email address and she had my office phone numberFrom that date forward, I had not received any communication from Ms *** until I received this complaint
In summary, Ms *** received everything that she had been charged and this is the dollar amount that is due, therefore there will be no refund and the auto-debit scheduled for this month will remain scheduledAgain, I apologize for any poor customer service that she felt she received and we will utilize this as a training tool going forwardPlease let me know if you need any further informationThank you,
Tiffany S***

One, as of 3/23/my insurance has still not received a claim from Buckeye PMR.And, per the response, Buckeye stated my insurance was billedThis is falseMy insurance has not been billedBuckeye needs to submit the claim and provide documentation for submitting the claim.Two, once the claim is submitted to my insurance companyBuckeye PMR to acknowledge they will accept the contracted / submitted rate, with no further obligation to myselfThis is what Diane stated to me on the phone and stated she would provide to me in writingI still have not received the documentation from her either

We called your insurance *** to check claim status today 4/13/They notified us that they have allowed $(allowed amount for services) and paid $*** is placing $to patient responsibility for your coinsuranceThis amount reflects both visits.Check number ***, we have not received yet. Patient Responsibility is what your insurance qualifies as your portion of the payment to the service provider.Therefore, *** states that your responsibility is $which is the remaining balance on your account Please let us know if you have anymore questions. Thanks so much,Tiffany S***

We apologize for any misunderstanding that has taken place in this situationMr *** has been a patient with our Hormone Replacement Program since June of this yearHe chose to do our injectable testosterone programThis program includes cycles of weeks with all medications necessary based
on bloodwork and exam by our physicianThe patient pays auto-debits of $(total of $525) for each week cycleThe patient had received two week cycles to this point.When the patient, Mr ***, started the auto-debit program to pay for this testosterone therapy program, he signed a terms of agreement pagePlease be Exhibit AIn this terms of agreement, the second point lists, "I understand that if I am to cancel this program, I am to pay the remainder in full or all the auto-debit to withdraw until all products/services are paid in full." On September 21, 2016, Mr *** called the office and stated that he wanted to cancel his program and the staff stated they are unable to cancel the auto-debit at that point due to his balanceAll balance was incurred as of August 30, 2016, due to all of the medications being shipped to his homePlease see Exhibit B (patient's ledger) for balance line items and totalThe staff will no longer be ordering anymore medication for this patient, therefore no other charges will incur, but the patient is obligated to pay for the products and services that he already received to the point of the last shipmentTherefore, the auto-debit must continue withdrawing to pay the total of $unless Mr *** would prefer to pay that balance in full.Please let me know if there are any further questions.Thank you,Tiffany S***

I was supposed to have free initial consult.I was never told I would have to give daily shots to myself.I was told I would loose pound a day in this program.I signed up and saw the Doctor.She gave me a prescription for adipex.I said I don't think I should take them I have health issues.I was told my diet package would come fed ex in a couple days.I didn't receive it but I had paid dollars.I called and went in there to complain that I didn't get package.They kept putting me off.I called and said I want a refund.I received back so they kept for me seeing Doctor.This is a scam

Nothing was attempted to be drawn from my bank account in October or November or I'd have charges from the bankI would like the full amount back because you did not have permission to withdrawal the money periodI cancelled in less than hours.
Regards,
*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
I do just have one question - is there a way I can pay the remainder of the bill online? I admit I am still not completely satisfied as I feel the electronic contact system should be much better managed, however, I have decided to refrain from going back and forth.Regards, *** ***

In reference to the complaint filed by *** ***I apologize for any poor customer service that Ms *** feels she had receivedI assure that Buckeye Physical Medicine and Rehab strives to provide a quality service to every patientMs *** states that she overpaid for things that she did
not receiveI have attached Exhibit A that is the patient's ledgerThis lists everything that the patient was charged to dateThis includes:1. HcG package which is the 5,IU vial of HcG, the mixing kit to reconstitute and the supportive services which includes the needles and syringes necessary for reconstitution and self injection, the sharps container to dispose the used needles, the destruction of the sharps container post diet, the alcohol swabs to clean area for injections, and the initial examThis totaling $The Initial Exam: Ms*** met with MD on staff, DrRTimothy R***. In the complaint, Ms*** states that she did not receive the examI have attached the documentation of the exam as Exhibit CShe also mentioned meeting with DrR*** in this complaintThis was during the initial exam on The at home MIC Bpackage which includes: the mL vial of MIC B12, the needles and syringes necessary for injections, and the alcohol swabs to clean the area for injectionTotaling $The Initial Exam: Ms*** met with MD on staff, DrRTimothy R*** Totaling $0 In the complaint, Ms*** states that she did not receive the examI have attached the documentation of the exam as Exhibit C.The medication were ordered and shipped to Ms ***'s homeOnce she received them, she returned to the office the receive the supportive services listed on in Exhibit ATo clarify, Exhibit B is the auto-debit program that the office set her up on to spread her payments for the total products over monthsListed in Exhibit B, she is paying for the day HCG package and the BpackageExhibit B and Exhibit A match up stating that she received and was charged what she had paid forAlso in the complaint, she makes claim that she did not receive a food scaleThis is not listed in Exhibit A therefore she was never charged for this productDue to this matter, we cannot refund any amount to Ms ***She has already received everything that she was charged and she still owes the remaining $that is due to auto-debit this monthI did speak with Ms *** on 4.7.16, not as listed in the complaintDuring this phone conversation, I spoke with her on matters of the unprofessionalism via email conversations and the complaints listed hereAt this point, I explained the above evidence and apologized for any poor impression she had on the office's sales staff and their email toneI told her from that point forward, if she felt more comfortable, she may contact me with any further questions on the dietI gave her my email address and she had my office phone numberFrom that date forward, I had not received any communication from Ms *** until I received this complaintIn summary, Ms *** received everything that she had been charged and this is the dollar amount that is due, therefore there will be no refund and the auto-debit scheduled for this month will remain scheduledAgain, I apologize for any poor customer service that she felt she received and we will utilize this as a training tool going forward.Please let me know if you need any further information.Thank you,Tiffany S***

Thank you for reaching out. My name if Tiffany S[redacted] and I handle all patient complaints. I am sorry for any misunderstanding that happened in this situation. If there was any thought that there was coercion, that is not the intention of the clinic. In relation to this complaint, [redacted],...

was seen first in the clinic at October 27, 2016. This is where Mr. [redacted] met with Liz L[redacted], CNP. We have all of our patients sign a form to acknowledge the free consultation. The top of the form stating - HRT ACKNOWLEDGMENT OF SPECIAL PROMOTION (Exhibit A). At the end of the consultation, if there is several symptoms that lend to low testosterone or vitamin deficiency, there can be a recommendation for the full exam and full panel of bloodwork. This is up to the patient's discretion completely. If the patient then wants to receive the full exam, they then sign the bottom of the form (Exhibit A), stating, "I understand I have received the consultation with the case manager listed in the promotion. I understand that by choosing to see the provider, I am authorizing my insurance to be billed for both the exam by the provider and the full panel of blood work to ensure all qualifications are met to begin the Hormone Replacement Program. Therefore, I understand I will be responsible for any and all charges that I incur by seeing the provider." Mr. [redacted] did sign this portion (Exhibit A). Once the follow up appointment took place, there was an additional charge incurred. I do apologize for the bad experience with our billing department. All of these dates of service were billed to his insurance because Mr. [redacted] agreed to financial responsibility in the Acknowledgment form. Therefore, as stated on that Exhibit A, Mr. [redacted] is responsible for any and all charges. Based on the contract between the patient and Health Reach (his insurance company), he is obligated to his portion of patient responsibility that Health Reach requires. In turn, Buckeye Physical Medicine and Rehab is legally obligated to make an attempt on collection of this patient responsibility. We continue to attempt to improve our services and our patient satisfaction and this is absolutely taken into consideration with training going forward.Thank you so much for your time,Tiffany S[redacted]Operations Manager

I am still waiting to see the claim post with the insurance company.
As of 4/7/17 a claim still has not posted with the insurance.
Is this typical to take this long?
Additionally, please clarify Patient Responsibility.
Diana stated my responsibility is the difference in the rate Buckeye PMR has with my insurance company and what the insurance company pays against that rate.
Is that correct?

Thank you for reaching out. My name is Tiffany S[redacted] and I am the [redacted] for this clinic. I apologize for any misunderstanding that may have taken place during this time. I understand that you were seen at Buckeye Physical Medicine and Rehab, LLC on October 11, 2017. This is...

when you received an initial exam and blood work by the clinic. There are notes stating that you called and left a message for Cassie back in October about canceling which is why your other medication was not ordered. It shows that she called you back on 10.18.17 at 3 PM stating that you did still need to pay for the balance of the initial exam and blood work. That total start up cost is $199.00, to reiterate, covers the initial exam and blood work. As shown in your ledger (Exhibit B), the charge was correct. The auto-debit that you signed up for on October 11, 2017 (Exhibit A) agreed to process the credit card until all balances in the ledger are met. You card declined in both October and November, but was able to withdraw in December. This agreement to continue to auto-debit until all balances are paid in full is in your Prepay Terms of Agreement highlighted on pages 4 and 5 in Exhibit A that you initialed acknowledgment on. Once the payment was drafted on December 11, 2017, the remaining credit of $198.00 was credited back to your credit card on December 27, 2017, as you can see from Exhibit B. I am sorry that this payment came as a surprise to you. The staff in the clinic were following protocol and the Prepay Terms of Agreement.I hope that the above explanation was able to clear this up for you. Thank you,Tiffany S[redacted]

I apologize for any misunderstanding that came with this billing concern.
[redacted] was a patient in our Gahanna location from June 30, 2015 - August 21, 2015. During this time, the patient treated with both the chiropractic and medical providers.
The first visit with the...

clinic the patient had was a free consultation (6.30.15). On the review of findings visit, in this case, the 2nd chiropractic visit with the clinic (7.1.15), the chiropractor reviews a courtesy insurance verification. This is basically a quote of coverage by the patient's insurance company. This is reviewed in case the patient is unfamiliar with the chiropractic and medical coverage by their insurance. Attached is Exhibit A, the insurance verification, that details the quote that the patient's insurance ([redacted]) gave us. In turn, the chiropractor would have reviewed that [redacted] has a $2000 deductible and after that, she has a coinsurance of 30% due to [redacted] only covering 70% of cost. The 30% is estimated at $30 per visit to ensure the patient is paying on their total and then being billed for the rest once the insurance has processed the claims. The clinic Buckeye Physical Medicine and Rehab - Gahanna is contracted with [redacted] and the patient is contracted with [redacted]. In this case, Buckeye Physical Medicine and Rehab - Gahanna is obligated to the contracted rates per claims and then obligated to bill the patient for the patient responsibility. Monthly bills have been sent since the beginning of the patient's treatment. Unfortunately, since the patient moved, Buckeye Physical Medicine and Rehab - Gahanna has no record of the address change and have continued to bill the Ohio address that they have on file.
The current patient responsibility balance is $621.49. Please see Exhibit D, the last statement sent on May 10, 2016. This is including final balance of the chiropractic account of $390.53, please see chiropractic ledger- Exhibit B. This ledger includes payments by [redacted] and payments made by the patient. This statement also includes a working balance for the medical ledger, please see Exhibit C. This is considered a working balance due to the fact that all of the claims have been submitted to [redacted] and Buckeye Physical Medicine and Rehab - Gahanna has not received payment/responses from [redacted] yet on some of the claims therefore the patient responsibility balance will only reflect that which has already been processed by [redacted]. This balance listing $230.96. Unfortunately, this balance will change once the remaining claims are processed. Therefore, statements will continue to be sent.
In reference to the unavailability of the office mentioned in the complaint as, "I tried to contact the clinic no less than five times, and have not received any sort of acknowledgment besides, 'your message is sent.' " is concerning due to the fact that the statements sent out, see Exhibit D, states that the patient would need to contact the billing department (Sarah [redacted] at ##########. This would have put the patient through to the line with Sarah, the biller, or to your direct voicemail. All phone calls are returned in 1 business day. I cannot speak for whatever system that the patient claims to be contacting with the response that she is receiving.
Due to obligations to the patient's insurance company, the patient responsibility is still due and she will continue to receive bills. [redacted] can call the appropriate biller at the above phone number and she will be responded to within 1 business day to get the current balance handled and an updated address on file so that the statement are sent to her appropriately. 
I am very sorry that [redacted] has had some frustration with this situation and Buckeye Physical Medicine and Rehab - Gahanna would like to settle this issue as swiftly as possible for the interest of both the patient and the company.
Please let me know if there is anything else that will need to be provided.
Thank you,
Tiffany S[redacted]

I am rejecting this response because I verbally told Cassie on my initial visit that I wanted the three doctor visits. I have never denied receiving the initial visit from Dr. R[redacted] I did receive the b12 and hcg. I emailed Tiffany twice with no response to [redacted], I have those emails and can provide them if you need them. There was nothing in writing because it was a conversation that Cassie and I had when I told her the things I would liked to have and the things I already had or were not interested in. 
Regards, [redacted]

I am rejecting this response because I verbally told Cassie on my initial visit that I wanted the three doctor visits. I have never denied receiving the initial visit from Dr. R[redacted] 
I did receive the b12 and hcg. I emailed Tiffany twice with no response to [redacted], I have those emails and can provide them if you need them. 
There was nothing in writing because it was a conversation that Cassie and I had when I told her the things I would liked to have and the things I already had or were not interested in. 
Regards, [redacted]