Chain Reaction Disaster

Thank you for sending us the consumer's complaint from 10/1/15, which we first knew of today.Our computer system shows the product was returned on 10/8/ Our cosmetics dermatology manager called Ms [redacted] and left a voice mail confirming the return and an apology.Thank you for allowing us to respond to this complaint

Case with $copay # [redacted] We billed separate claims for the date of serviceclaim was for services performed by Dr [redacted] in the office and claim was for Dr***, who performed pathology servicesThe copay was applied to both services due to ***'s processing of the claims since there were separate physiciansThe patient had asked us to put both services on one claimWe told him we could not and would not do this because claiming provider performed services that another provider performed is fraudulentWe billed appropriately

Complaint: [redacted] I am rejecting this response because: Still waiting on refund/credit for the extra $co-pay that was charged and not disclosed prior to treatment Regards, [redacted] ***

From: [redacted] [mailto: [redacted] @ [redacted] .com] Sent: Monday, February 06, 11:AMTo: Sherri Brauer < [redacted] r@ [redacted] .***.org>Subject: Fwd: ***In response to [redacted] .Thank you.---------- Forwarded message ----------From: [redacted] < [redacted] @ [redacted] .com>Date: Mon, Feb 6, at 11:AMSubject: ***To: [redacted] < [redacted] @ [redacted] .com>Hello,ID [redacted] The patient signed a consent on the date of service which states the following: I (We) understand all tissue removed is sent to a pathology lab for analysis unless deemed unnecessary by the physicianPROCEDURES WILL NOT BE PERFORMED WITHOUT TISSUE ANALYSISThe pathology lab will charge a fee for tissue analysis separate and independent of procedure chargeIf your insurance company does not cover this separate charge, it is the responsibility of the patient, parent, or guardian to cover the expense Please let me know if I can be of anymore assistanceThank you, [redacted] -- [redacted] Manager, Revenue IntegrityVitalogy SkincarePhone: ***-***-***Fax: ***-***-***

#***Patient's copay was not collected at his time of service due to the amount not being listed on the cardPatient was sent statements and a letterPatient never called to try to make paymentThis was verified by running a trace of his phone number in our phone systemPatient was
sent to Collections on 11/13/Patient made first request for portal access on November 27, This was Thanksgiving Day and our office was closed until the following Monday, at which time he was sent the invitation for our portalThe portal showed a zero balance because his balance had already been sent to collections and written off in our systemAfter an account is turned over to collections, patients must make payments to the collection agencyPatient paid the collection agency on 12/11/His balance was never reported to the credit bureaus, therefore there has been no damage to his credit report

Apologize - that was not an answer This is the first time I have seen your message - I only responded that I received your complaint and would research it Please allow me to receive a reply from our staff and I will get back with you. ThanksTell us why here

From: ** *** *** [mailto:***@***.com] Sent: Friday, February 03, 2:PMTo: Sherri Brauer Subject: Re: #***I have one answer, maybe you want me to log on to replyfor Jennifer Keene, our computer system shows the product was
returned on 10/8/ Our aesthetics manager left voice mail for her confirming the return and apology.So that's one resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Thank you for reaching out I will pass this complaint to the proper manager and find a resolution for this unhappy patient.I will get back with you regarding this complaint.** *** *** - ThanksTell us why here

Thank you for sending us the consumer's complaint from 10/1/15, which we first knew of today.Our computer system shows the product was returned on 10/8/15.   Our cosmetics dermatology manager called Ms. [redacted] and left a voice mail confirming the return and an apology.Thank you for allowing...

us to respond to this complaint.

From: [redacted] [mailto:[redacted].com] Sent: Monday, February 06, 2017 11:27 AMTo: Sherri Brauer <[redacted].[redacted].org>Subject: Fwd: [redacted]In response to [redacted].Thank you.---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Mon, Feb 6, 2017 at 11:20 AMSubject: [redacted]To: [redacted] <[redacted].com>Hello,ID [redacted]The patient signed a consent on the date of service which states the following: I (We) understand all tissue removed is sent to a pathology lab for analysis unless deemed unnecessary by the physician. PROCEDURES WILL NOT BE PERFORMED WITHOUT TISSUE ANALYSIS. The pathology lab will charge a fee for tissue analysis separate and independent of procedure charge. If your insurance company does not cover this separate charge, it is the responsibility of the patient, parent, or guardian to cover the expense.  Please let me know if I can be of anymore assistance. Thank you, [redacted]
 -- [redacted]Manager, Revenue IntegrityVitalogy SkincarePhone: [redacted]Fax: [redacted]

Complaint: [redacted]
I am rejecting this response because:  My complaint lies in the fact that it was not disclosed to me prior to the service being performed.  Going to the doctor should not be construed as giving them a "blank check" for services to be billed, after-the-fact.   Had this charge been explained to me, up-front, I would then have had the opportunity to decide whether I wished to proceed and authorize the charge. I would simply like them to give me a $50 credit towards services in the future.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: an explanation of why the bill was placed in my name, not my husband's name was not given. Bills sent in my name may be the reason that there was no balance found when I called to pay off his bill. Their employees did not note the records that I called to payoff the bill and there was a gap of about 6 months with no contact at all. Vitalogy employees also assured Mr that this was not placed for collection, I found out it had been when the collection agency called me at work, while I was still directly paying them for the bill. There is no excuse or explanation that makes it ok for a bill to be moved from anyone's name to their spouse's name.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Still waiting on refund/credit for the extra $50 co-pay that was charged and not disclosed prior to treatment.
Regards,
[redacted]

To Whom It May Concern,Vitalogy Skincare has documented communication regarding the patient's balance. The balance was communicated and the patient was put on a payment plan.The patient was sent a detailed transaction history in September of 2017 that lists every charge, payment and adjustment made...

on the account. When the balance is paid off with Merchants & Professional Bureau, Vitalogy will request the collection be removed from the patient's credit report. We do apologize for any displeasure the patient has experienced and hope we can get the account resolved. Thank you,[redacted]

Case with $50 copay #[redacted]We billed 2 separate claims for the date of service. 1 claim was for services performed by Dr. [redacted] in the office and 1 claim was for Dr. [redacted], who performed pathology services. The copay was applied to both services due to [redacted]'s processing of the claims since there were 2 separate physicians. The patient had asked us to put both services on one claim. We told him we could not and would not do this because claiming 1 provider performed services that another provider performed is fraudulent. We billed appropriately.

Complaint: [redacted]
I am rejecting this response because: That is a flat out Lie that I never called. I did receive multiple letters, and called multiple times to make a payment, but they refused me over the phone, and in the office. They stated that they would ONLY except payment online through there web portal. There web portal was down every weekend for months, and would not allow me to register, as it requires an email verification before allowing payment. When I finally could make an account, the email took 10 days to arrive.I tried MULTIPLE times in person, and over the phone to pay, but was refused. That is a fact.These people should be shutdown or allow people to call to make a payment.
Regards,
[redacted]