Davey Tree Services Limited

Human Arc1457 East_ 40th Street, Cleveland Ohio 44103 ¦ 216.431.5Z00 ¦ 800.828.6453 ¦ Fax 216.431.5201 ¦ www.humanarc.comJune 7, 2017 [redacted] Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115 Re: Complaint submitted to Revdex.com about Human...

Arc on 06.03.17 by [redacted] (complaint ID # [redacted].) Dear [redacted]: We are in receipt of the complaint referenced above from [redacted] relative to her experience and dissatisfaction with our services. While we regret her concerns, our records and documentation do not corroborate her claims. While [redacted] may have voluntarily (on her own) applied to the Ohio Department of Job and Family Services for Medicaid coverage for her child, she also completed a screening and executed an "Authorization to Represent" form with our organization on August 26, 2016, allowing Human Arc to also act on her child's behalf for this process, which explains why she received telephone calls and mailers regarding our services to her family. The Medicaid application was submitted on September 6, 2016 and for the three months that transpired thereafter, we were unable to reach [redacted] in order to follow-up and advance the application. On two occasions, her phone was disconnected and on another occasion, a voicemail message that was left by Human Arc was not returned. Additionally, Human Arc representatives began receiving telephone calls regarding [redacted]'s child's case from an individual who identified himself only as "Mike." Information was not provided to Mike as [redacted] had not verified with Human Arc that he was allowed to discuss the matter with our company. On January 16, 2017, our office received a letter with a typed signature and contacted [redacted] for further information, but was unable to connect with her. To answer [redacted]'s specific questions: no, we did not act without her consent at any time because her consent was granted on August 26, 2016 when she both completed the Medicaid application screening and signed (in person) an Authorization to Represent form. At no time did [redacted] request that Human Arc cease its services to her or her child. Also, the application that was submitted on September 6, 2016 was submitted on behalf of both of [redacted]'s children. Human Arc is a firm that is hired and authorized by healthcare providers to offer cost-free screening for individuals for their potential eligibility for government-funded healthcare coverage programs and then, if potential eligibility seems likely, we help healthcare consumers, should they choose, throughout the application process to secure that assistance to receive benefits. We have won numerous awards for our civic involvement and community service, and we are renowned in our industry for our work in Human Arc making America healthier through our commitment to, and compassion and respect for, the patients of our client hospitals and members of our client health plans. We are very proud of the work we have been doing for over 30 years for hundreds of thousands of individuals, and we welcome any feedback, positive or negative, that may help us improve our service. We take complaints from the people we serve very seriously. We apologize for [redacted]'s concerns and hope we can provide further assistance to her and her children.Very sincerely, Jenny R[redacted] Compliance & Legal Services Manager 1457 East 40th Street, Cleveland, OH 44103 (216) 431-5200, ext 1471 I (216) 431-5201 fax jr[redacted]@humanarc.com  Experience. Compassion. Results.

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. They, Human Arc, have disclosed in their statement that they "have not requested a fee in Ms. [redacted]’s case, nor did we ever have an intention to.." and later reinstate in the closing part of their letter, "can again assure her that we have in no way requested compensation for her case." These statements are satisfactory for me. There must have been some miscommunication between them and SSI in regards to a fee. I will mail this letter to SSI, and hope that if a fee was given to SSI to Human Arc on my behalf for the fee that Human Arc requested, that said fee would be returned since no fee was indeed asked by Human Arc based on my conversations with them and acknowledgment to no fee in the response letter from Human Arc.
Regards,
[redacted]

The following was a copy/paste by Revdex.com staff:June 7, 2017 Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115 Re: Complaint submitted to Revdex.com about Human Arc on 06.02.17 by [redacted] (complaint ID # [redacted].) Dear [redacted]: Human Arc very much...

regrets the concerns [redacted] raised to the Revdex.com relative to her experience with Human Arc. We sincerely apologize to her for any inconvenience that she has experienced. We cannot stress enough that it was never our intention to create difficulties of any kind. Based on the complaint submitted by [redacted], we have looked into her file to determine the process that was undertaken to provide her assistance with obtaining Social Security Disability Benefits for her child. We work in collaboration with health plans to provide eligibility enrollment assistance to members who we believe might benefit from our services. While she accurately states that as an Authorized Representative, Human Arc is eligible to receive a fee for our services, we have not requested a fee in [redacted]'s child's case, and do not intend to file the required fee agreement in order to collect for any services rendered. We are disappointed to hear that [redacted] was unhappy with her experience with our organization and feels we did not provide the best customer service. During our relationship with her, there were several times we were unable to reach her, resulting in delays in the progress of her child's case. If an individual is not responsive, the Social Security Administration will postpone the advancement of a case at their discretion.Human Arc is a firm that is hired and authorized by healthcare providers to offer cost-free screening for individuals for their potential eligibility for government-funded healthcare coverage programs and then, if potential eligibility seems likely, we help healthcare consumers, should they choose, throughout the application process to secure that assistance to receive benefits. We have won numerous awards for our civic involvement and community service, and we are renowned in our industry for our work in making America healthier through our commitment to, and compassion and respect for, the patients of our client hospitals and members of our client health plans. We are very proud of the work we have been doing for over 30 years for hundreds of thousands of individuals, and we welcome any feedback, positive or negative, that may help us improve our service. We take complaints from the people we serve very seriously. Again, we apologize for her concerns and can again assure her that we have in no way requested compensation for her case. Very sincerely, Jenny R[redacted] Compliance & Legal Services Manager

[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]

Good afternoon,Please find attached our response to this complaint.  Please contact me if there are any further questions or concerns.Thank you,Jenny R[redacted]