Dr. Mark Landrio

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:This office contradicts itselfif I really rescheduled times of which were less than hours, I would have been charged numerous times this $fee This office makes no exceptions on anything so there is no way they would have waived this fee times which goes to show you the dishonesty this office has I have never rescheduled times I also have never cancelled with less than hour notice For this office to state I pay my bills late is actually comicalI pay my bills the day I get them Which is why I continue to fight these fraudulent charges of interest I also have had to fight every bill they send me with interest most times it is removed however why do they continue to charge interest on the first bill I receive It’s the billing office that does not send the bill on time and then they blame the patient I’m so glad this is on record so the new patients looking for an neurologist see how shady this office is I’m so happy I switched doctorsnow I get to see an actual doctor every time and I get a bill with no interestamazing how that happens when you go to a great doctor whose office is run correctly. Regards,
*** ***

Dear [redacted],I am in receipt of your letter dated 12/12/2017 regarding a complaint lodged by a patient with my practice, [redacted], by [redacted], in Stephens City, Virginia. Her complaint makes several assertions; #1, that finance charges are applied to patients balances before...

first bill received; #2, that she was charged an $85 cancellation fee for an appointment that she rescheduled; and lastly that she had seen my nurse practitioner, Anne S[redacted], FNP-C, on many visits rather than myself. She is requesting that she receive an $85 credit for a "no-show” fee she was charged.[redacted] has been followed in our practice for nine years and has rescheduled appointments 19 times, eight of which she rescheduled giving less than 24 hours notice. It is our office policy that patients give us more than 24 hours business hours notice if they are canceling an appointment in order to afford us time to fill that appointment slot as we have patients waiting substantial periods of time for office visits. Enclosed you will see a promise to pay, which [redacted] signed as recently as 09/16/2015. I call your attention to the last paragraph where in capitals and in bold it explains our cancellation policy. It is standard within the medical industry to have no-show fees associated with missed appointments. Additionally, my staff gives a reminder call 24 hours before a scheduled appointment as courtesy. [redacted]' policy is to alternate visits between myself the neurologist and my nurse practitioner. [redacted] has had opportunity to see both my nurse practitioner, Anne Solomon, FNP-C, as well as myself. Having canceled her last appointment, 10/02/2017, with less than 24 hours' notice she was charged the $85 fee. [redacted] had an upcoming appointment with me personally, 04/28/2018.In short, [redacted] has demonstrated a propensity toward frequently rescheduling of appointments 19 times in August, eight of which she afforded less than 24 hours notice, which is in clear violation of our cancellation policy delineated in the enclosed promise to pay agreement she signed on 09/16/2015 made clearly evident by the fact that it is placed both in bold and capital letters. She justifiably could have been charged the $85 no-show fee for all eight of the appointments she canceled on short notice, though was only charged this most recent one and for which reason I do feel it is justified and did not waive it. With regard to her contention that finance charges were applied to her account before having received a bill, that is also incorrect as she did in fact receive bills, though did not pay them in a timely fashion. It is our policy that patient visits are alternated between my nurse practitioner and myself as is common in medical practices, both primary care and subspecialty at the current time. [redacted]'s propensity toward frequently rescheduling appointments also has an affect on which provider she sees. Our billing company, [redacted] Incorporated, did inadvertently apply a finance charge to the patient's no-show fee less than 30 days after the bill was issued in violation of our office policy that inthe amount of S0.01 cent which we are happy to refund to [redacted]. Should you have any further questions regarding [redacted], please do not hesitate to contact my office.