Dover Behavioral Health System

Customer states she spoke with [redacted] on 5/22114 (patient discharged 3/1 1/14) and [redacted] about account balance. [redacted] is Dover Behavioral Health System's Director of Nursing; [redacted] is a Biller and Collector for the facility.[redacted] offered a d iscount on 5/22/ l 4 if guarantor (customer) will pay...

the $200 balance from her deductible within a week's time.  The first payment received by the facility was $100 at time of discharge on 3/1 1I 14.  The second payment of $25 (via credit card) was posted to the account on 6/ 10/ 14; third payment of $25 was posted to the account on 9/ 16/14.  No other payments were received.Due to the lack of continuing payments, on 11/l0/14, the account was placed with [redacted] (Collection Agency) representing the facility.Next contact from the guarantor was on 4/8/15, when Ms. [redacted] spoke with the Business Office manager about her balance. At that time Ms [redacted] was offered a 40%d iscount to settle her balance; the total of $629.88 was to be paid withi n one week in order to honor said d iscount.  Ms. [redacted] asked to pay the above amount ($629.88) in several monthly payments, the response from  facility was "no".At this time, Dover Behavioral Healtl1System (OBI-IS) would like to once again offer the opportunity for Ms. [redacted] to pay her deductible balance of $150 on or before 4/30/ 15.  In doing thi s, DBHS will write off the balance of $899.80.

Review: My minor daughter was a patient at this facility from 3-4-14 to 3-11-14 for anorexia and other mental health issues. Upon admission I asked if they were prepared to handle an anorexic patient and was assured they were. In the 7 days my daughter was there she lost 8 lbs. When I called and inquired about her during her stay, I was assured she was eating her meals. In reality, she was hiding her meals. The 8 lbs weight loss was catastrophic for her which led to future treatments and hospitalizations elsewhere. When I received their bill after insurance paid, I called and complained about owing them anything then what insurance paid. After conversations with Joanne and [redacted], on 5/22/14 at 10:45 [redacted] told me that I only owed the deductible of $300 of which I had already paid $100. He said they would write off the rest. I started receiving bills from their collection agency for the total bill due of $1049.80. Today when I spoke with [redacted] from their business office, she said that since she never approved the write off, she will not honor it. [redacted] made no note of it and didn't get it approved by her. I even have a receipt after I made another payment toward the deductible with the amount due of $175.00. She said she would take 40% off if it was paid in full within a week. She won't take the 40% off and allow me to make payments on the balance which would be $629.88. She said that it is almost a year old and I haven't even continued the payments toward the deductible. I explained my daughter has been in a life/death situation for the past year with further hospitalizations and I had forgotten but was willing to pay the $150 due today but she wouldn't accept it. My complaint is that they will not honor an agreement because this woman didn't authorize it. Her employee did, but she won't honor it. The fact that my daughter was made worse under their care and I never spoke to the doctor the whole time she was there means nothing to them. I feel the insurance payment was enough. I filed a complaint with [redacted] last year against them as well.Desired Settlement: I want to pay only the $150 deductible payment as promised to me by [redacted] in May 2014. The deductible was originally $300 and I have paid 150 of that already. I do have a receipt dated 6/6/14 which states balance due $175.00.

Business

Response:

Customer states she spoke with [redacted] on 5/22114 (patient discharged 3/1 1/14) and [redacted] about account balance. [redacted] is Dover Behavioral Health System's Director of Nursing; [redacted] is a Biller and Collector for the facility.[redacted] offered a d iscount on 5/22/ l 4 if guarantor (customer) will pay the $200 balance from her deductible within a week's time. The first payment received by the facility was $100 at time of discharge on 3/1 1I 14. The second payment of $25 (via credit card) was posted to the account on 6/ 10/ 14; third payment of $25 was posted to the account on 9/ 16/14. No other payments were received.Due to the lack of continuing payments, on 11/l0/14, the account was placed with [redacted] (Collection Agency) representing the facility.Next contact from the guarantor was on 4/8/15, when Ms. [redacted] spoke with the Business Office manager about her balance. At that time Ms [redacted] was offered a 40%d iscount to settle her balance; the total of $629.88 was to be paid withi n one week in order to honor said d iscount. Ms. [redacted] asked to pay the above amount ($629.88) in several monthly payments, the response from facility was "no".At this time, Dover Behavioral Healtl1System (OBI-IS) would like to once again offer the opportunity for Ms. [redacted] to pay her deductible balance of $150 on or before 4/30/ 15. In doing thi s, DBHS will write off the balance of $899.80.