Chabot Construction

hi- thanks for the responseAs previously stated, patient was sent her refundOn another note, once a person get's a bill from any business a follow up should be done if nothing other than to clear up any possible issuesOnce this patient was billed she should of contacted the office immediatelyNo response was received after months of billing, so this account was sent to collectionsOnce an account goes to collections for non-payment, the debtor/ patient is not allowed to return for services or even communicate to the therapist (who this patient stiffed) until the balance is paid offOnce it has been verified with the collection agency that the balance in collections is paid in full, we require a deposit for services going forwardIt's unfortunate that this patient didn't respond to this office until she needed somethingOnce patient called in, she was directed to talk to billing as anybody who owes money should beWe are a private practice and so the therapist's only get paid when the Insurance or patients payWe apologize for any inconvenience that may have been caused by this account going to collectionsthank you!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below As stated previously, I do accept the offer by New Wellness Associates I never asked to "go over" in a session In fact, the provider was consistently late for my appointments The provider, [redacted] ***, is a contracted provider with Beacon Health Options and as such has agreed to accept the payment by Beacon and should not charge me the patient for anything additional In addition, Beacon and myself have made numerous attempts to resolve this with New Wellness with no response.These are fraudulent business practices and I consider this malpractice by the provider, [redacted] *** As such, I have filed a complaint with the Wisconsin Deptof Safety & Professional Services against [redacted] ***.In closing, I am asking for New Wellness to adjust my outstanding balance to zero, stop the collections process and because my credit score could be negatively affected, I request a credit score report to verify it has not been impacted If it has been impacted, then I will seek additional reimbursement from them Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.The office manager of New Wellness, [redacted] , claims that I did not pay my bill until MarchThis is inaccurateI paid it in full the moment I was verbally told about it on January 4, not MarchIt is now May and I am still waiting for reimbursementMy insurance company called Patty on May 5, 2017, and at that point Patty actually called me and was very friendly on the phone saying I would be receiving a reimbursement, which I still have not receivedOne of my complaints is that I had to track down this reimbursement, making many long phone calls, because once again, it is IMPOSSIBLE most days to get through to this businessPatty is not accessible and rarely returns callsPerhaps they need to increase office staff to handle the volume of calls they receive because a customer should not have to sit on hold for two hours and not get through to ANY COMPANY, let along one that deals with people in the mental health fieldFurthermore, the staff at New Wellness was repeatedly informed that I was in crisis and that I was feeling suicidal and that all I needed to "calm down" was to get an appointment with my therapist on the booksThey could not accommodate that request because Patty would not allow itI left Patty multiple messages those two days pleading with her to allow me to see my therapist since I had done everything that had been asked of me, i.epaid my bill in full the moment I was TOLD about itYes, I know I received notice in the mailI was a deeply depressed person who admittedly did not do a good job always of looking closely at mail especially when I knew insurance covered my therapy visitsMy insurance company even called Patty to explain their role in this unfortunate billing errorThe insurance company had sent checks to me, which I in turn did not realize and never cashedThey re-issued all of the checks to New Wellness in late JanuaryIt is now May, and I still have not been reimbursedI strongly believe it should have been on New Wellness to make sure I was reimbursed for my paymentInstead I have spent countess hours on hold, leaving messages, and getting nowhereToday, I filed a complaint with Revdex.com--I also left three messages over two hours for PattyShe had time to respond to the Revdex.com complaint but has yet to return any of my phone calls Regards, [redacted]

Thank you for the inquiry on account # ***This patient came in on several dates well beyond her EAP from an employerShe had sessions longer than what the insurance allows and patient was well aware of the additional feesReturned phone calls were made to the patient but there never was a responseThe patient wanted to come back in to see the same counselor so contact was made and patient was informed that her bill will need to be paid and a deposit will be required going forward On another note, this account has been adjusted minus all the "Interactive" code fees, which is the dispute with her insurance companyThe corrected balance due will be reported to the collection agency and payment is due upon receipt.We take patient complaints serious and apologize for any inconvenience we may have caused

In response to your letter to our office, *** came for the first visit on 1/12/She had visits that were billed to her Insurance Co.On 4/5/*** was notified that there was an Issue with her Insurance Cobut failed to ever follow up with the billing department or her
Insurance Co*** was sent bills on a monthly basis since April 2015, no responseOn 7/9/the account was sent to collections.The billing manager, which *** was speaking too, tried to help with the situation and asked the patient to send a copy of her Insurance cardAs of today no such copy has been received.The patient has a TPA (third party administrator) for her Mental Health coverage which is possibly were the Issue is? A Clinic submits the claim (date of service) to the Information on the Insurance card andthen the TPA's will re-price the claim and send the Information back to the Insurance company listed on the card, then the insurance company will send out an EOB (explanation of benefits) to the patient andthe provider office.Respectfully,*** ***

Thank you for the responseWe apologize for any inconvenience you may have experiencedIf you are not satisfied with the services there is a complaint form to fill out and return to the clinicYou may contact the office for the complaint form. If no resolution is obtained after the complaint form has been returned to the clinic, then the next step would be to file a complaint to the "Division of Quality Assurance" @ Wisconsin Department of Safety and Professional Services P.OBox Madison, WI 53707- thank you for your time!

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.I get who my point of contact is - but it seems like my only option is to continue with complaint options outside the clinic as the Office Manager refuses to share the contact of her LeaderI will continue on other avenues of complaint until I feel I am heardThank you!
Regards,
*** ***

hi- We take patient complaints very serious and so thank you for the inquiryAs to this patient, *** was sent statements, her account did go to collectionsThe clinic has a policy that if a patient is sent to collections for non payment, the only way they are allowed to return
is by paying off their balance that's in collections by paying a deposit of $due at the time of service for every appointment going forwardIf an account goes to collections we reserve the right to refuse services and require any form of deposit we deem necessary. *** was informed and paid her fee'sThe communication between *** and this patient was frequent. This patient hasn't been waiting since Jan for anything*** just paid this collection balance in March To make a statement that *** doesn't return calls is false*** and *** have talked on a few occasions, the most recent was just 5/8/when this patient was told that a refund will be issued and to expect that refund no later than the 5/22/17. This patient was not suicidal, nothing was ever relayed from this patient regarding that, also, if she was we would of referred her to the crisis center for immediate consult. This is a business like any other business that is for profit. We provide a level of care that is for outpatient voluntary counseling

This is in response to the complaint filed:Thank you for the contactWe welcome all concern's and want to apologize for the inconvenienceOur clinic has a cancellation policy that we require a 24hr notice to cancel an appointmentWe have an answering service that answers our phones 24/and
patient's are notified of what to do if they need to cancel an appointmentAll patient's are made aware of this policy and the fee associated with it if they call the day of the appointment to cancel it. A patient is given the option to move the appointment to a better time that same day to avoid the feeAlthough we understand that certain circumstances such as emergencies are not controlled, but the fact that the patient's mother new the night before that the child was sick, she could of contacted the office to cancel the appointment the next day We would be willing to cut the fee in half to ease the complainantOnce the $was paid we would adjust the rest off. thank you for your time!

Thank you for the inquiry on account # [redacted]. This patient came in on several dates well beyond her EAP from an employer. She had sessions longer than what the insurance allows and patient was well aware of the additional fees. Returned phone calls were made to the patient but there never was a...

response. The patient wanted to come back in to see the same counselor so contact was made and patient was informed that her bill will need to be paid and a deposit will be required going forward.   On another note, this account has been adjusted minus all the "Interactive" code fees, which is the dispute with her insurance company. The corrected balance due will be reported to the collection agency and payment is due upon receipt.We take patient complaints serious and apologize for any inconvenience we may have caused.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As stated previously, I do accept the offer by New Wellness Associates.  I never asked to "go over" in a session.  In fact, the provider was consistently late for my appointments.  The provider, [redacted], is a contracted provider with Beacon Health Options and as such has agreed to accept the payment by Beacon and should not charge me the patient for anything additional.  In addition, Beacon and myself have made numerous attempts to resolve this with New Wellness with no response.These are fraudulent business practices and I consider this malpractice by the provider, [redacted].  As such, I have filed a complaint with the Wisconsin Dept. of Safety & Professional Services against [redacted].In closing, I am asking for New Wellness to adjust my outstanding balance to zero, stop the collections process and because my credit score could be negatively affected, I request a credit score report to verify it has not been impacted.  If it has been impacted, then I will seek additional reimbursement from them. 
Regards,
[redacted]

hi- thank you for the reach out. We take complaints very serious. The proper steps for complaints is to file a complaint with the clinic. As of today, this has not been done. Once this process has been followed, we can continue to move forward. This client was seen. Client knows what...

the fee's are for his sessions. Client knows that if he goes over the allowed time he covers the difference in cost. The therapist noted that the patient was seen for an hour and a half on said date. The therapist is the one who dictates the times that a patient is seen, just as any other provider does. The therapist does therapy and reports their time, office bills the services provided by therapist. thank you for your time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The office manager of New Wellness, [redacted], claims that I did not pay my bill until March. This is inaccurate. I paid it in full the moment I was verbally told about it on January 4, 2017 not March. It is now May and I am still waiting for reimbursement. My insurance company called Patty on May 5, 2017, and at that point Patty actually called me and was very friendly on the phone saying I would be receiving a reimbursement, which I still have not received. One of my complaints is that I had to track down this reimbursement, making many long phone calls, because once again, it is IMPOSSIBLE most days to get through to this business. Patty is not accessible and rarely returns calls. Perhaps they need to increase office staff to handle the volume of calls they receive because a customer should not have to sit on hold for two hours and not get through to ANY COMPANY, let along one that deals with people in the mental health field. Furthermore, the staff at New Wellness was repeatedly informed that I was in crisis and that I was feeling suicidal and that all I needed to "calm down" was to get an appointment with my therapist on the books. They could not accommodate that request because Patty would not allow it. I left Patty multiple messages those two days pleading with her to allow me to see my therapist since I had done everything that had been asked of me, i.e. paid my bill in full the moment I was TOLD about it. Yes, I know I received notice in the mail. I was a deeply depressed person who admittedly did not do a good job always of looking closely at mail especially when I knew insurance covered my therapy visits. My insurance company even called Patty to explain their role in this unfortunate billing error. The insurance company had sent checks to me, which I in turn did not realize and never cashed. They re-issued all of the checks to New Wellness in late January. It is now May, and I still have not been reimbursed. I strongly believe it should have been on New Wellness to make sure I was reimbursed for my payment. Instead I have spent countess hours on hold, leaving messages, and getting nowhere. Today, I filed a complaint with Revdex.com--I also left three messages over two hours for Patty. She had time to respond to the Revdex.com complaint but has yet to return any of my phone calls.
Regards,
[redacted]

hi- thanks for the response. As previously stated, patient was sent her refund. On another note, once a person get's a bill from any business a follow up should be done if nothing other than to clear up any possible issues. Once this patient was billed she should of contacted the office immediately. No response was received after 3 months of billing, so this account was sent to collections. Once an account goes to collections for non-payment, the debtor/ patient is not allowed to return for services or even communicate to the therapist (who this patient stiffed) until the balance is paid off. Once it has been verified with the collection agency that the balance in collections is paid in full, we require a deposit for services going forward. It's unfortunate that this patient didn't respond to this office until she needed something. Once patient called in, she was directed to talk to billing as anybody who owes money should be. We are a private practice and so the therapist's only get paid when the Insurance or patients pay. We apologize for any inconvenience that may have been caused by this account going to collections. thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.New wellness Associates is a contracted provider with Beacon Health Options and as such is not allowed to charge me above what the insurance provider pays them.  In addition, I tried to resolve this issue with them since November 2016 and they are completely unresponsive.  I have another provider who has not had any issues with billing and Beacon Health - New Wellness seems to be the only provider that I'm aware of that has these billing practices.  I have not received any further correspondence from the collections agency regarding adjusted charges as referenced in their response.I request that any charges New Wellness has listed for me are adjusted to a zero balance and the collection services are discontinued.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I noted in my original complaint - that my daughter got sick in the MIDDLE of the night. I am not sure how I would have been able to call the night. This is frustrating because I called as early as I could. I also want to know who I can speak to regarding the poor customer service that I receive from the Office Manager. How is it possible to have no avenue to file a complaint or talk to the Office Manager's leader? I would like the whole $50 waived. There wasnt much else I could have done in that situation. And then the customer service I receive each time I need to call in - is frustrating. Again - it ruins the relationship for the therapist and counselor. And it seems like the therapists have zero say or ability to help you - as their CUSTOMER.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I am aware that my response was late. I got ahold of my insurance company asking them about my insurance card.  I was told that they do not have another insurance card specifically for mental health.  She already had a copy of my health insurance card from my first visit in January.  When I called to I form her of this she refused my answer and continued to be rude to me her words "do something about this earlier instead of having everyone jump through hoops for you". Whether I was late or not. There is no reason I should have been talked to like that. I have also left her multiple voicemails through this and none we're returned. I would like her superiors number or someone else to work with to resolve this. 
Regards,
[redacted]

Thank you for the response. As previously stated this account was already adjusted to reflect the correct balance due. This patient was aware of the cost associated with going over the allowed times by her Insurance Co. therefore we will not adjust this account any further. We apologize for any inconvenience this may cause. You may call to set up payment arrangements with CMC.