Carewell Urgent Care Centers of MA, P.C

Regarding Complaint # [redacted] We did not receive the complaint until last week as it was sent to our Framingham office by mail.Upon investigation of this complaint, we found the consumer to be correct after we had obtained documentation from Brian Stone at Walker Home SchoolTherefore we issued a refund for $on 6/21/check # [redacted] to Emaline Surgenor at the address we had on fileFurthermore, we ask that the consumer allow 7-business days to receive the checkIf the check is not received within that time frame, please call [redacted] at CareWell's corporate officeMy phone number is [redacted] We apologize for the inconvenience in this matter

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] This doesn't explain why my card was kept on file without my explicit permission to do soI was met with snark by the Billing Manager, who also couldn't answer this questionUntil I have a satisfactory answer as to why you committed theft of my personal, confidential information, I won't consider this resolved Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Again , Carewell never sent any info to the insurer , nor did they send any info/ bill or any statement regarding this transaction [redacted] has no information regarding this transaction [redacted] never communicated to Carewell at any time regarding this transaction There is no deductible on this medical policy At the very most a copayment could have been paid of All medical visits are fully covered The Carewell statement that [redacted] told them to charge [redacted] is utterly fraudulent and reckless Carewell's continued fraudulent actions are evident in their actions and continued investigations against them A full refund is all that will be accepted in this matter As a reminder , The Massachusetts State Attorney General's office has been notified of these events and will be conducting their own investigation Regards, [redacted]

Our Billing Manager contacted Mr [redacted] today and spoke with him on the phoneHe is in fact owed $he was asked if he would like it credited to his charge card or a check can be cut tomorrow and mailed out to himMr [redacted] asked that a check be mailed to himWe asked him to allow weeks to receive the check and to call our Billing Manager back in weeks if he has not received the check by then

Patient was called on 5/16/but his credit card had been credited a week agoPatient was called and told that the credit was put back on his credit card but he still owed $because of his insurance deductibleHe stated that he did receive the credit on his credit card and he will pay the bill once it is mailed to him[redacted] Office Manager

[redacted] called our billing department the same day this complaint with Revdex.com was filedEarlier in the morning, the issue had been escalated to our Billing ManagerThere was an oversight by our front desk person so our Billing Manager deleted the credit card from our system as requested [redacted] Office Manager

Dear Customer, We have researched the issue and will send (2) refund checks of $each (Total $180) on Friday, 10/14/If you do not receive these checks within weeks, please contact *** @ ###-###-####. Thanks,***

*** *** was in fact seen at CareWell Urgent Care, Main Street, Tewksbury, MA on 7/23/We have a patient record for him in our Electronic Medical Records systemHe spoke with our billing department on 12/18/and was told that the $was his insurance deductibleIf he is
disputing this amount he needs to contact his insurance company directlyNo more information can be relayed in this correspondence due to HIPAACareWell Urgent Care does not owe any monies to *** ***

Good Morning, My name is *** ***Unfortunately we are closed on Monday but on Tuesday when the billing department is back at work, I will personally handle this matterIf in fact the amount in dispute is owed to you, I will have the CFO cut a check on Tuesday and mail it out to you
No matter what, I sincerely apologize that you have made several attempts over a long period of time to rectify this matterI assure you, I will work on it Tuesday and one way or another, it will be resolved.Kind Regard,*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy
my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

[redacted] called our billing department the same day this complaint with Revdex.com was filed. Earlier in the morning, the issue had been escalated to our Billing Manager. There was an oversight by our front desk person so our Billing Manager deleted the credit card from our system as...

requested. [redacted]Office Manager

I received a letter from the Revdex.com documenting a complaint from a former resident by the name of [redacted].  My staff did meet with Mrs. [redacted] on September 7, 2017.  She came into our office very upset because she had been charged for a pet treatment that needed to be done...

to her carpet upon move out.  This is a common occurrence for tenants that had pets in their apartment to rid the unit of the dander and/or urine smell.  She did have 2 dogs (60 lb Labrador and 4 lb Pomeranian) in her apartment that at one point were unauthorized.  She was given a violation for this on October 25, 2016 and her original move in date was August 27, 2016.  Since she came down to complete the proper paperwork and pay the appropriate fees that same day, the company waived the $200 unauthorized pet fine for her. It is standard practice that the company that performs our carpet shampoos will walk the unit after the previous tenants move out and give us a quote for any treatments above a normal shampoo that need to be done.  On the day that Mrs. [redacted] came in, she demanded to be in her former apartment with the carpet shampoo vendor so that he could show her the urine stains that were to be treated.  Our vendor rushed over to the property and they went into the unit along with my Assistant Manager.  The vendor showed Mrs. [redacted] how untreated pet urine glows a bright green color when a black light is shined on it.  This is customary practice among carpet shampooing companies.  The smell of dander was also very apparent upon entry to the unit.  Mrs. [redacted] was not satisfied with that test and proceeded to yell at and berate the vendor.  My assistant manager was a witness to this verbal assault as well.  Mrs. [redacted] stated that she had a toddler and that the numerous stains could have been Vaseline.  The vendor explained that Vaseline would leave a different texture on the carpet and she continued her verbal tirade because she was not satisfied with that answer either.  Mrs. [redacted] and my assistant then came down to my office because she preferred to speak with me.  She explained that she was not satisfied with the black light test and did not want to be charged for the pet treatment.  Mrs. [redacted] said that she did not believe the carpet vendor because he did not even argue back with her when she was yelling at him. I told her that it is not his place to argue with her and that if he had, I would not be using him as a vendor any longer.  I explained that if the carpet vendor recommended the treatment and performed the necessary tests to deem its need, then I would have to charge her for it.  I also asked if she denied having 2 dogs and she said no.  I mentioned the strong dander smell that was evident upon entry to the apartment.  She told me that of course it smelled like dogs, did I expect it to smell like roses? She began to raise her voice at me and said that she wanted a list of all chemicals that could glow green under a black light.  I told her that she was more than welcome to do that research herself.  She then grinned and said that she would do it from her phone right now.  I then told her that she would also have to prove that she used those chemicals in all the spots that glowed green under the black light.  She did not like that answer and proceeded to yell at and berate me in my office.  After a few minutes of this, I did interrupt her and told her that I would not be spoken to that manner and that I was done with the conversation.  I then told her that she would be charged the $150 for the pet treatment that was being done to her former apartment that day.  The fee was taken out of her pet deposit and she received a refund in the amount of $487.32.With Kindest Regards,[redacted]Community DirectorThe Reserve at Saratoga Apartments[redacted]r@[redacted]com

We are very sorry for any inconvenience. We have issued a check today, check #[redacted] in the amount of $35.00. It will be mailed from Quincy, MA today.Thank you.[redacted]

Patient was called on 5/16/17 but his credit card had been credited a week ago. Patient was called and told that the credit was put back on his credit card but he still owed $84.57 because of his insurance deductible. He stated that he did receive the credit on his credit card and he will pay the...

bill once it is mailed to him.[redacted]Office Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.At no time was a so called deductable mentioned ,discussed etc... I have full medical coverage , at the very most a copayment might have been expected for payment . Your company is notorious for charging fraudulent payments towards patients . I have seen no request for payment sent to my insurance provider , [redacted] , in regard to this visit . I received no bill via mail or in writing or any other form of communication . I have received no information from my provider that you ever sent info to them regarding this visit . I expect a full reinbursement  of the fraudulent charges to my account immediately . I expect a wriiten statement from Carewell in regards to this visit and all payment disbursements . I have no prrof that you ever forwarded my medical insurance any onfo regarding the visit . Full reinbursement is demended . I have also comtacted the Massachusetts Attorney General's office in the regard , as well .  
Regards,
[redacted]

The last email the patient received was for both amounts of $17.33 and $94.01 totaling $111.34. This was sent on 4/7/16. The total amount due of $111.34 and it was a product of the patient's insurance deductible. The Billing Manager left patient a voice mail asking for her to call back so she could...

explain the amount in question. Patient never called back.Patient can call her insurance company regarding EOB (Explanation of Benefits) which will also give the details of visits and patient responsibility.Patient can call CareWell Urgent Care at any time at [redacted] and ask for [redacted]. [redacted] will then ensure that [redacted] answers the call. Thank you.[redacted]CareWell Urgent Care[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
This doesn't explain why my card was kept on file without my explicit permission to do so. I was met with snark by the Billing Manager, who also couldn't answer this question. Until I have a satisfactory answer as to why you committed theft of my personal, confidential information, I won't consider this resolved.  Regards,
[redacted]

Our Billing Manager contacted Mr. [redacted] today and spoke with him on the phone. He is in fact owed $295.00 he was asked if he would like it credited to his charge card or a check can be cut tomorrow and mailed out to him. Mr. [redacted] asked that a check be mailed to him. We asked him to allow 2 weeks to...

receive the check and to call our Billing Manager back in 2 weeks if he has not received the check by then.