Capital District Medical Transport, Inc.

In regards to a complaint submitted on 8/5/2016 ID number: [redacted] would like to take the opportunity to respond. On 7/6/16 the complainant's mother was discharged from St. [redacted] and required non-emergency Stretcher transportation. At the time of discharge she and her...

son(Complainant) were informed that her Insurance does not cover non-emergency Stretcher transportation. Our company procedure in this case Is that the hospital presents a promise to pay sheet that explains in writing that the patient Is responsible for the payment. This promise to pay was presented to the complainant who signed and dated it. A witness case manager also signed it. Please see attached. In his letter of complaint he states we sent a threatening bill. Please see an attached copy of the Invoice we had sent him. We cannot find anything that is threatening. We are a small company and we ask each customer to "please pay within thirty (30) days to avoid being sent collections", The Complainant also states that he has sent in a hand written note to Capital District Medical Transportation. Please see the attached note he submitted to us. In his letter you can clearly see that he was the one who was handling the situation aggressively. After thorough investigation we have questioned every employee that could have access to the complainant's letter and they have declined to have any Involvement. Two weeks ago I myself the office manager reached out to the complainant over the phone and explained why his mother's Insurance did not cover our non-emergency transportation service. I also assured him that we take pride in providing excellent customer service and are taking the matter very seriously. He appreciated the call and offered to make payment in full at that time. We hope that this letter of explanation will resolve the situation. Thank you.Sincerely,Gina [redacted]Office Manager C.D.M.T.