Initial Business Response /* (1000, 13, 2015/11/30) */
This response is written in response to a Revdex.com complaint case #XXXXXXXX received on November 23, There are a couple of issues brought up so I will try to address them individuallyThe first is concerning contacting our officeI'm
unsure of when the calls were made by Ms*** but I do have a copy of the email that was sent using the online system through our websiteThe email was dated June A return call was made the morning of June to schedule an appointmentAnother call was also made that day to let Ms*** know that we would need additional information from her insurance and that she was going to work with her husband to provideThis information was needed to try and ascertain and discuss whether or not her insurance was one we were contracted with and what potential fees might be
The second issue here seems to be her insurance coverageI can't speak to the conversations that were held between Ms*** and her insurance representative as I was not privy to themIt sounds as though the rep claimed that Ms*** was covered in our officeAgain, if she did state that I'm not sure the meaning of covered, it could mean in network or out of networkIt also does not address the issues of co-pays or deductiblesThe fax sent to our office by the insurance company has a time stamp of 6/30/at 4:pm the day before her appointmentOne thing that stands out to me is that both the in network and out of networks have deductibles and that the patient's out of pocket had not been met for either of themThe deductible would have needed to be met before coverage would have reimbursed regardless of whether or not we filed it or it was filed by the patient
Concerning the amount charged, the original entry stated that Ms*** was a no show for her appointmentIt was requested that she be here at 9:am and it appears that she arrived after 9:We did agree to still see her, and that's where she by her own admission stated she was going to leaveAs far as sending her a bill and billing her, those are two separate thingsThe bill was for a cancelation of an appointment, professional time which she requested and that once reserved was not available to any other patientThe cancelation policy is posted on the same website that she submitted her email correspondence through and also verbally conveyed when the appointment is madeWe do not provide installment billing as we are not a credit companyMs*** stormed out when she found out we would not installment bill her
In addition to taking responsibility for her insurance and her interactions with the company, she would also like me to comment on what other practices doI can't speak to what they provide or what they charge, when I explained that to Ms*** I was accused of not working with her and being a horribly run officeAs I told her on the phone it appears as though if we don't do as she requestes we are not working with herThis has resulted in phone calls where we are verbally accosted, online posts that we are not able to respond to due to hipaa, and Revdex.com complaintsAll of this has cost other patients valuable time in which they could have been seen or their needs addressed by the staffIt has also cost us revenue which is used to pay the providers and my staff whom have spent a significant amount of time on a patient we never sawWe are an office that continues to take insurance in an underserved specialty providing individuals with help they may not otherwise be able to get and as a result maintain a staff providing jobs and additional spending in the communityGiven this, and that notification was provided to the patient and they willingly left we see no reason to void or write off this bill
Here is the link to the hour policy on our website - https://edmondpsychiatricassociates.com/uploads/Confirmation_Form.pdf
Initial Consumer Rebuttal /* (3000, 15, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are multiple flat out lies that Edmond Psychiatric has responded withThe first being unaware of the multiple attempts that I made to make the apptin the first placeI have printed phone records with all highlighted attempts at communicating with this officeThe second lie is that I arrived at my apptat 9:I have a printed email record of me emailing my husband with our insurance rep cc'd from their parking lot at 8:a.mI sent my husband a text telling him there were problems with our insurance and I was at the front desk at 9:amSo saying I arrived late is a flat out lieThe third lie is that I stormed outI in no way ever, ever raised my voice, cursed, or became irritableIf anything I was stressed and humiliated by their office staff who left me no other option but to leave because I simply did not have the money they were demanding I payThe fourth lie is that I "verbally accosted" the office managerI once again never raised my voice, cursed, or insulted himI began the conversation patient and kind despite what I had been put through and was simply trying to find a solution for both parties and the only solution he saw was the one that only benefit himselfThis office has MULTIPLE online complaints and poor reviewsA lot of the complaints are similar to mine and have a problem with the horrific way the office staff treats people and their unwillingness to treat their patients individually versus their set in stone policies that include a $cancellation feeI am a dietitian that works with developmental disabilities services division and all of my patients receive psychiatric care and I have never seen them treated the way this office treats their patients and I will certainly make sure that none of my patients nor the patients that are underneath our agencies ever step foot in this building
Final Business Response /* (4000, 18, 2015/12/16) */
In reviewing the rebuttal submitted there was no mention of what generated the $fee only continued disparaging remarks toward the clinic and the individuals in itThe only options provided by the complainant have been to extend credit or to write off the full amount, which are both not options that would keep this office viable if applied on a large scaleAs suggested by Revdex.com we will attempt to find middle ground and therefor propose the following solution: Complainant will remove the negative review posted Nov concerning our clinic and staff on Google and any others that might have been posted, within days, and refrain from posting any moreIn return we will discount the fee by half once verified
Final Consumer Response /* (4200, 20, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are pages and pages describing what generated the $feeAs mentioned multiple times, it is a cancellation fee for an appt that I showed up toI am a logical person and I understand that on a large scale your office has to charge cancellation fees for the people that truly intend to waste your time but because I am a special situation where I was misinformed, present at my appointment, and tried to explain that and work something out, I believe I should be an exceptionMy reviews that I have wrote are true of my experience with your officeHowever, once I receive a statement that my bill has been credited and my account closed, than I will erase any and all reviews that I have written and you'll never hear from me again
Initial Business Response /* (1000, 13, 2015/11/30) */
This response is written in response to a Revdex.com complaint case #XXXXXXXX received on November 23, There are a couple of issues brought up so I will try to address them individuallyThe first is concerning contacting our officeI'm
unsure of when the calls were made by Ms*** but I do have a copy of the email that was sent using the online system through our websiteThe email was dated June A return call was made the morning of June to schedule an appointmentAnother call was also made that day to let Ms*** know that we would need additional information from her insurance and that she was going to work with her husband to provideThis information was needed to try and ascertain and discuss whether or not her insurance was one we were contracted with and what potential fees might be
The second issue here seems to be her insurance coverageI can't speak to the conversations that were held between Ms*** and her insurance representative as I was not privy to themIt sounds as though the rep claimed that Ms*** was covered in our officeAgain, if she did state that I'm not sure the meaning of covered, it could mean in network or out of networkIt also does not address the issues of co-pays or deductiblesThe fax sent to our office by the insurance company has a time stamp of 6/30/at 4:pm the day before her appointmentOne thing that stands out to me is that both the in network and out of networks have deductibles and that the patient's out of pocket had not been met for either of themThe deductible would have needed to be met before coverage would have reimbursed regardless of whether or not we filed it or it was filed by the patient
Concerning the amount charged, the original entry stated that Ms*** was a no show for her appointmentIt was requested that she be here at 9:am and it appears that she arrived after 9:We did agree to still see her, and that's where she by her own admission stated she was going to leaveAs far as sending her a bill and billing her, those are two separate thingsThe bill was for a cancelation of an appointment, professional time which she requested and that once reserved was not available to any other patientThe cancelation policy is posted on the same website that she submitted her email correspondence through and also verbally conveyed when the appointment is madeWe do not provide installment billing as we are not a credit companyMs*** stormed out when she found out we would not installment bill her
In addition to taking responsibility for her insurance and her interactions with the company, she would also like me to comment on what other practices doI can't speak to what they provide or what they charge, when I explained that to Ms*** I was accused of not working with her and being a horribly run officeAs I told her on the phone it appears as though if we don't do as she requestes we are not working with herThis has resulted in phone calls where we are verbally accosted, online posts that we are not able to respond to due to hipaa, and Revdex.com complaintsAll of this has cost other patients valuable time in which they could have been seen or their needs addressed by the staffIt has also cost us revenue which is used to pay the providers and my staff whom have spent a significant amount of time on a patient we never sawWe are an office that continues to take insurance in an underserved specialty providing individuals with help they may not otherwise be able to get and as a result maintain a staff providing jobs and additional spending in the communityGiven this, and that notification was provided to the patient and they willingly left we see no reason to void or write off this bill
Here is the link to the hour policy on our website - https://edmondpsychiatricassociates.com/uploads/Confirmation_Form.pdf
Initial Consumer Rebuttal /* (3000, 15, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are multiple flat out lies that Edmond Psychiatric has responded withThe first being unaware of the multiple attempts that I made to make the apptin the first placeI have printed phone records with all highlighted attempts at communicating with this officeThe second lie is that I arrived at my apptat 9:I have a printed email record of me emailing my husband with our insurance rep cc'd from their parking lot at 8:a.mI sent my husband a text telling him there were problems with our insurance and I was at the front desk at 9:amSo saying I arrived late is a flat out lieThe third lie is that I stormed outI in no way ever, ever raised my voice, cursed, or became irritableIf anything I was stressed and humiliated by their office staff who left me no other option but to leave because I simply did not have the money they were demanding I payThe fourth lie is that I "verbally accosted" the office managerI once again never raised my voice, cursed, or insulted himI began the conversation patient and kind despite what I had been put through and was simply trying to find a solution for both parties and the only solution he saw was the one that only benefit himselfThis office has MULTIPLE online complaints and poor reviewsA lot of the complaints are similar to mine and have a problem with the horrific way the office staff treats people and their unwillingness to treat their patients individually versus their set in stone policies that include a $cancellation feeI am a dietitian that works with developmental disabilities services division and all of my patients receive psychiatric care and I have never seen them treated the way this office treats their patients and I will certainly make sure that none of my patients nor the patients that are underneath our agencies ever step foot in this building
Final Business Response /* (4000, 18, 2015/12/16) */
In reviewing the rebuttal submitted there was no mention of what generated the $fee only continued disparaging remarks toward the clinic and the individuals in itThe only options provided by the complainant have been to extend credit or to write off the full amount, which are both not options that would keep this office viable if applied on a large scaleAs suggested by Revdex.com we will attempt to find middle ground and therefor propose the following solution: Complainant will remove the negative review posted Nov concerning our clinic and staff on Google and any others that might have been posted, within days, and refrain from posting any moreIn return we will discount the fee by half once verified
Final Consumer Response /* (4200, 20, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are pages and pages describing what generated the $feeAs mentioned multiple times, it is a cancellation fee for an appt that I showed up toI am a logical person and I understand that on a large scale your office has to charge cancellation fees for the people that truly intend to waste your time but because I am a special situation where I was misinformed, present at my appointment, and tried to explain that and work something out, I believe I should be an exceptionMy reviews that I have wrote are true of my experience with your officeHowever, once I receive a statement that my bill has been credited and my account closed, than I will erase any and all reviews that I have written and you'll never hear from me again