Doctors Revenue Management Services, LLC

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I will accept the business owners response, as I did finally receive a mailed copy of my invoiceHowever, I want to note the following in the Revdex.com records.1) What DRMS's response failed to address was the main point of my complaintThat over a week period of time, phone calls, with urgent messages left, went unreturned for weeks!! This is a problem and worthy of a complaint when credit records are on the line In addition, the company claimed to only have received calls from me, when in reality I left voicemails and messages with actual peopleI print screened my call log history, detailing the dates and times of the outgoing calls to her company, and emailed them to the owner so that she could understand and fix this issue, with no reply.A simple return phone call to me in a reasonable time frame (even within a week) to understand that all I was asking for was a copy of my invoice and to understand how I had never received a copy previously, would have prevented my complaintThis also highlights the company's lack of procedure in place to give the customer a phone call in attempt to collect on a past due account Had I received a phone call to alert me of a balance due, I would have paid and this complaint would have never happened.2) Just because DRMS's system shows that invoices were mailed does not mean they made it to my hands - none of the they said they sent prior to my complaint were received - this is a fact, whether they choose to accept that or not I have no other problems receiving mail to my residenceAnd while it's not impossible that the USPS lost all invoices, I find it REALLY hard to believe that invoices actually went out and none made it to me, so I challenge the company to review internal practicesSomething went wrong3) In addition, I received one return phone call from DRMS, three weeks after my initial call and almost a week after I filed the complaint, which I answered and spoke to an associate about getting a copy of my invoice When I later spoke to the owner, she claimed her employee said she had called me back once and left a message prior to the call in which I actually spoke to the associate - I have no missed or received calls in my phone log from their number and no voicemails Again, something does not seem right5) Lastly, instead of calling me to find out where the issue was and offer calm help in resolving it, the owner called me and went on the offensive and was very rude to me, a customer whose account was sent to collections, and who had reached out proactively FIVE times to attempt to resolve the matter, with no response from her companyThis was unprofessional I think she is a good and decent person after speaking to her, but some responsibility needs to be accepted in this process and I do hope that all aspects of her invoicing process are reviewedHer response to my complaint brushed aside almost all responsibility for any culpability in this matterThis is not a problem on my endI paid the amount owed once I was notified about it Saying I received a benefits explanation statement from my insurance company is not a substitute for her company doing a thorough job to make sure I receive an invoice for money owedIf that entails a follow up call, I think that is standard and good business practice Regards, [redacted]

This letter is in response to your complaint filed to the Revdex.com (Revdex.com) on December 5, After speaking with you on December 12, 2016, as promised to bring resolution to your Concerns, investigated the details with Humana and the Account Manager for Med Plus to ensure that you
were properly notified of your balanceHumana reported that they processed your claim and sent to you the attached explanation of benefits that reflects the balance due to the provider in the amount of $This notice was mailed by Humana on April 16, to your home address as written above, trust that you received it, as they did not show any notes on file of returned mail with an invalid addressreviewed your account with the Account Manager, ***, she showed proof that you received four electronic statements to your home address as listed above, the first was on 5/31/16, second was mailed on 6/30/16, third was mailed on 7/30/and the 4' and final notice was on 8/31/2016, as shown on the print out attached for your review as proof of electronic statements generated in the billing system we useAfter reviewing this information, I can't say that you were not properly informed of the balance due on accountI regret that you did not reply to these notices by sending in your prompt payment to avoid this situationI do understand your concern about contacting you to discuss the matter prior to turning over the accountHowever, I feel you need to know that DRMS (Billing Service) does not make the decision to turnover an account to collections, this decision is made by Med Plus.Clark County (Collection Agency) is the entity that left you the telephone message on your phone that you did not respond to because you felt it was "fake"As discussed with you previously, DRMS is not a collection agencyI apologize for the confusion that you experienced.trust that after reviewing this information and the proof of billing attached that you will agree that in all fairness, DRMS billed you properly and gave you days to reply without a responseWe did not receive return mail; therefore, you may want to contact the US Postal Service if you are experiencing difficulties in receiving your mailI spoke with our staff about your concerns and we promise to continue to reach out to the patients in the attempt to collect their debt that is over days past due.DRMS has been in business for over eight years and our credit rating with the Revdex.com has always been A+In all fairness, I am requesting, now that you have received this information, that you will send notice to the Revdex.com agency to report that Doctors Revenue Management Services has satisfied your request by sending the proof that you requested.We can all stand to improve our efforts and will strive to improve our methods and techniques in customer serviceAs a small business, we take pride in our work and strive to meet the standards of customers and communityThank you for your understanding and weapologize for this difficult situation and hope that you find he information provided meets a fair resolution to this matterWe promise to do better

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I will accept the business owners response, as I did finally receive a mailed copy of my invoice. However, I want to note the following in the Revdex.com records.1) What DRMS's response failed to address was the main point of my complaint. That over a 3 week period of time, 5 phone calls, with 5 urgent messages left, went unreturned for 3 weeks!! This is a problem and worthy of a complaint when credit records are on the line.  In addition, the company claimed to only have received 2 calls from me, when in reality I left 3 voicemails and 2 messages with actual people. I print screened my call log history, detailing the dates and times of the outgoing calls to her company, and emailed them to the owner so that she could understand and fix this issue, with no reply.A simple return phone call to me in a reasonable time frame (even within a week) to understand that all I was asking for was a copy of my invoice and to understand how I had never received a copy previously,  would have prevented my complaint. This also highlights the company's lack of procedure in place to give the customer a phone call in attempt to collect on a past due account.  Had I received a phone call to alert me of a balance due, I would have paid and this complaint would have never happened.2) Just because DRMS's system shows that 4 invoices were mailed does not mean they made it to my hands - none of the 4 they said they sent prior to my complaint were received - this is a fact, whether they choose to accept that or not.  I have no other problems receiving mail to my residence. And while it's not impossible that the USPS lost all 4 invoices,  I find it REALLY hard to believe that 4 invoices actually went out and none made it to me, so I challenge the company to review internal practices. Something went wrong. 3) In addition, I received one return phone call from DRMS, three weeks after my initial call and almost a week after I filed the complaint, which I answered and spoke to an associate about getting a copy of my invoice.  When I later spoke to the owner, she claimed her employee said she had called me back once and left a message prior to the call in which I actually spoke to the associate  - I have no missed or received calls in my phone log from their number and no voicemails.  Again, something does not seem right. 5) Lastly, instead of
calling me to find out where the issue was and offer calm help in resolving it, the
owner called me and went on the offensive and was very rude to me, a customer
whose account was sent to collections, and who had reached out proactively FIVE times to attempt to resolve the matter, with no response from her company. This was unprofessional.  I
think she is a good and decent person after speaking to her, but some
responsibility needs to be accepted in this process and I do hope that all
aspects of her invoicing process are reviewed. Her response to my complaint brushed aside almost all responsibility for any culpability in this matter. This is not a problem on my end. I paid the amount owed once I was notified about it.  Saying I received a benefits explanation statement from my insurance
company is not a substitute for her company doing a thorough job to make sure I
receive an invoice for money owed. If that entails a follow up call, I think that is standard and good business practice.
Regards,
[redacted]