Duke City Urgent Care, LLC

JUNE 10, 2015Better' Business BureauJefferson St NE, Ste A, Albuquerque, NM 87109Fax # 505-346-0696RE: lD ***, *** ***To Whom It May Concern:I am writing in response to a complaint filed by *** *** with regards to Revdex.com ID ***.We tried to amicably resolve this issue with the
patient by phone on 6/2/and in person on 6/3/15, however, the patient was not satisfied with the settlement offer to reduce his cost.Duke City Urgent Care is contracted with *** *** *** *** ** *** ***, which is the patient's health insurance carrier: We, as a company, are supposed to abide by the terms and conditions of our contract with *** *** *** *** to collect any copays, co-insurances, or deductibles from our patientsThe members of *** *** *** ***, the patient, have an agreement with their health insurance to pay any copays, co-insurances, or deductible that are due to the facility/provider in which they are being seen for serviceThe patient had a $urgent care copay due for his date of service, which he paid in cash and was given a receipt with a receipt number of ***It is listed on this receipt that it is for his urgent care copay.Prior to this payment being made, he had filled out our patient registration form and took it upon himself to amend this legal document by writing $fixed fee for visitPer our company policy, any adjustments to a patients account would need prior approval by management.The patient had initially called by phone on 06/02/and was irate with one of our billing employees, he hung up and then called back a second time wanting to speak with the billing manager, The patient spoke with the billing manager and was advised that with review of his account, there were no notes listed for this flat fee and there were no management approvals on his date of service as a $75,fixed rateWe researched, and no flat fee was agreed upon with the patient, The patient insisted to come in person the following day, 06/03/2015, to discuss further and bring in his copy of the receipt that was written in as a $fixed feeThis is the same copy that we had already pulled from our company file, and again, no information on this receipt reflects it to be an authorized agreement to provide exceptional health care services to the patient for a $flat rate, Our company self-pay rate is for patients who are not insured and the rate is $flat fee, patients are responsible to pay $on the date of service to be seen or file through health insurance to be seen, as applicableThe patient also told us that he did not want our company to file to his health insurance, ***...however, he had listed his health insurance on the registration form and also signed to give our company consent to bill to his insurance on his behalfUltimately, the patient was not happy that he received a statement from our company and gave us several reasons why he should not have to pay the billHis health insurance company,***, had applied a balance to his deductible and it left him with a remaining balance due of $after his $co-payment on his date of service.When the patient came in to the office on 6/3/2015, he became very hostile when he could not get us to write off his full balance of $He showed a sign that he made on his phone that stated "I do not recommend Duke City Urgent Care"He then threatened to tell everyone if we did not write off his balance of $We agreed to bring his account below our self-pay rate of $by giving him a courtesy credit of $30.20, this would bring his balance down to $to settle the outstanding balance on his date of serviceThe total he would parr out of pocket would be $140.00, which is a better rate than our self-pay rate for our patientsThis was also not satisfactory to the patient unless we agreed to write the full balance offAdvised that this was the best that we could do for himThe patient left the business office and stormed out to the waiting room area, where he proceeded to be upset and unruly in our waiting room areaHe said that he would pay the $settlement offer, he was led to the front desk receptionist to be able to make his settlement payment of $The patient then started throwing the money at our front desk receptionistWe issued him a receipt and the billing manager hand wrote on the receipt to state that his account was paid in full with the $During this time, he was asked by the operations manager if he received excellent health care services and he said stated "Yes, but that was not the issueHe received his receipt and he left the clinic.The patient received great care from our clinical staff and the balance is correctUnfortunately, there is no refund due to the patient.Warm regards,*** ***BILLING MANAGER, DUKE CITY URGENT CARE***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]MrN*** is either being dishonest or is not getting honest information from his office manager I went in with my bill, insurance card and my wifes billThey had all the info including my full name and account number When I asked the young lady how it could be that I have insurance and pay double what I would have paid, if I walked in with no insurance I was told that is the way it is They should have some kind of disclosure that if you have insurance you will pay more than if you just pay it out of pocket

Revdex.com
Jefferson St NE, Ste A, Albuquerque, NM
Fax # 505-346-
RE: ID ***, *** ***
To Whom It May Concern:
I am writing in response to a complaint filed by ***
*** with regards to Revdex.com ID ***.
The patient
came into our clinic towards the end of the
month of June, however, he did not give us a chance to review his account with him. He came in very irate and escalated asking
about his bill that he had received from our billing office. He only gave us his first name, which was not
enough information to be able to pull and review his account
We reviewed the patient’s account after we received this Revdex.com
complaint and his account was billed appropriately. Our self-pay price is only for individuals
that do not have any health insurance.
We write off a majority of the medical charges by reducing the
individuals’ healthcare costs and making it affordable for individuals without
health insurance
The patient has health insurance through *** *** *** *** and the health insurance had applied his visit to a deductible that the
patient has not met for the year. The
insurance company applied a total amount of $to his deductible for his
date of service on 05/15/2015. The
patient had paid a $copay on his date of service. This left him with a remaining amount due of
$140.38. The insurance and our company
wrote off $as a contractual adjustment.
The insurance company did not make a payment to us. The patients allowed amount was applied to
his deductible.
Duke City Urgent Care is contracted with *** *** *** *** of New Mexico, which is the patient’s health insurance carrier. We, as a company, are supposed to abide by
the terms and conditions of our contract with *** *** *** *** to collect
any copays, co-insurances, or deductibles from our patients. The members of *** *** *** ***, the
patient, have an agreement with their health insurance to pay any copays,
co-insurances, or deductible that are due to the facility/provider in which
they are being seen for service. The
rates for self-pay patients without insurance are going to be different for
patients with health insurance.
If the patient would like to contact our billing office, we
would be happy to review and discuss his account with him by phone.
Warm regards,
Thuy N***
Billing manager, duke city urgent care
***
505-814-