Denver Retina Center P. C.

In response to Mr. [redacted] complaint:As of 1/1/2016, [redacted] is no longer an insurance company.Our office policy is to retain money up front if any insurance company states that a patient has a procedure deductible, because as a specialist office all diagnostic testing and procedures...

technically fall under a procedure deductible. Mr. [redacted] insurance ([redacted]) told us multiple times that he had a procedure deductible, which was why we retained more than his $60 copay. We apologize if he did not fully understand why the additional money was being taken, as we try to explain to all patient's in detail if additional money needs to be retained during a visit.As of 2/5/2016, [redacted] has still not paid the patient's final claim billed to insurance. Our financial manager, Vanesa, checked on the payment on Wednesday 2/3/2016, and Shoana (reference #93441211) stated that they would be sending the check out Thursday, 2/4/2016, and apologized as they are behind 4-6 weeks in issuing payment on finalized claims. Despite what they tell the patient, our office policy is to not issue refunds until all claims have been paid by insurance. His insurance company may tell him one thing, but we can say with certainty that we still have not received any money or EOBs for his last office visit with us. We have tried to explain this to the patient on multiple occasions, but since he received documentation from his insurance company he assumes we have already received payment and the same documentation, which is untrue. When our office asked him to fax us the documents he had from his insurance company it was truly because we had not received those documents and had no access to them, as the insurance company was telling us his claim was still processing, not finalized and paid as they made the patient think.Our office manager, who he states told him the refund was coming "in a few days", did not say the check was issued and on it's way. She stated that she would work on the refund, but that it could not be issued until his insurance paid in full, as had been explained to him previously. She has indeed been working with our financial manager to check payment status and ensure the refund request is not put on the back-burner. We are sorry that Mr. [redacted] is frustrated at this point, and we remain as frustrated as he is that mediation between our office and his insurance company are drawing on. Once the final claim is paid in full then we will issue a full refund for the money owed him. As per our office policy, his refund can't be released until the final claim has been paid. We wish no ill will towards the patient and are very glad to hear he is doing well following his cancer diagnosis.

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. [redacted] Is gone,all my files and website also.I guess I was lied to on several calls, guess thats why they are gone
Sincerely,
[redacted]