Emergency Medical Care

[redacted] Dear [redacted] ***, This is in response to the complaint filed by [redacted] , ID [redacted] We sincerely apologize for any concerns or miscommunication regarding the billing process We understand [redacted] was concerned about this process and the refunding of his money We hope his concerns are already alleviated, as his money was refunded on June **, [redacted] was seen in our facility several times and he voluntarily paid in full at the end of the visitsIf a patient pays at the time of service, and provides insurance information, our billing company still submits the claim on behalf of the patient as a courtesy for that patient Attached are documents including the credit card authorization, the ledger and report from the billing company and the copy of the refund receipt Due to the fact there was not outstanding debt, we had not submitted the information to a credit reporting agency nor had we contacted an attorney regarding his billWe are not sure how this could impact [redacted] 's credit rating If there was any communication that was misconstrued as inappropriate, we again apologize for that If you have any questions, please feel free to contact us at any time Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I contest a few points in Emergency Medical Care's response In general, the "process" that EMC describes, contradicts what was communicated to me when I initially went to the facilityIn addition, based on my experience it is not at all the industry practice at physicians' offices, ER facilities, surgery facilities all of which I have visited during the treatment I have experienced due to the injury I needed treatment forSo far I have been treated by doctors, a surgery center, a radiology center, a physical therapist and a hospital ER I consider EMC’s billing process to be completely fraudulent i) I was told at the time I went to EMC that identification and proof of insurance were required in order to be treatedThere was no discussion regarding the fact that because I provided my Insuracne information EMC would submit claims ii) I was specifically told by the person at the desk that no claims would be submitted by EMCI actually asked whether they could submit the claims paperwork on my behalf as they had the electronic record, but they told me that they do not submit claims for customersThe process as stated in EMC's response is inaccurate iii) While I have received re-imbursement from EMC, they first received the money from UnitedHealthCare in early May a when I questioned why I had not been notified or not sent the money in weeks, I was told that it take up to weeks to process the check, in which time EMC was likely earning interest on the money I addition the manner in which I have been treated by EMC and their Billing partner has been incredibly rude, demeaning and not at all helpfulAs previously stated [redacted] , the [redacted] of EMC, threatened to have his lawyer “talk” to me As for my Credit Rating, the fact is that I was late in paying other bills during the weeks it took EMC to refund the money which adversely affected my rating The financial component of my complaint has been resolved although not in a timely or professional mannerThe remainder of my complaint stands but I do not have any concrete request to get it to a "resolved" statusIf possible I would like the complaint to be closed in a manner that reflects my outstanding dissatisfaction Sincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted]
Dear [redacted],
This is in response to the complaint filed by [redacted], ID [redacted].
We sincerely apologize for any concerns or...

miscommunication regarding the billing process.
We understand [redacted] was concerned about this process and the refunding of his money.
We hope his concerns are already alleviated, as his money was refunded on June **, 2014.
[redacted] was seen in our facility several times and he voluntarily paid in full at the end of the visits. If a patient pays at the time of service, and provides insurance information, our billing company still submits the claim on behalf of the patient as a courtesy for that patient.
Attached are documents including the credit card authorization, the ledger and report from the billing company and the copy of the refund receipt.
Due to the fact there was not outstanding debt, we had not submitted the information to a credit reporting agency nor had we contacted an attorney regarding his bill. We are not sure how this could impact [redacted]'s credit rating.
If there was any communication that was misconstrued as inappropriate, we again apologize for that.
If you have any questions, please feel free to contact us at any time.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
[Your Answer Here]
I contest a few points in Emergency Medical Care's response.
In general, the "process" that EMC describes, contradicts what was communicated to me when I initially went to the facility. In addition, based on my experience it is not at all the normal industry practice at physicians' offices, ER facilities, surgery facilities all of which I have visited during the treatment I have experienced due to the injury I needed treatment for. So far I have been treated by 3 doctors, a surgery center, a radiology center, a physical therapist and a hospital ER.
I consider EMC’s billing process to be completely fraudulent.
i)  I was told at the time I went to EMC that identification and proof of insurance were required in order to be treated. There was no discussion regarding the fact that because I provided my Insuracne information EMC would submit claims.
ii) I was specifically told by the person at the desk that no claims would be submitted by EMC. I actually asked whether they could submit the claims paperwork on my behalf as they had the electronic record, but they told me that they do not submit claims for customers. The process as stated in EMC's response is inaccurate.
iii) While I have received re-imbursement from EMC, they first received the money from UnitedHealthCare in early May a when I questioned why I had not been notified or not sent the money in weeks, I was told that it take up to 6 weeks to process the check, in which time EMC was likely earning interest on the money.
I addition the manner in which I have been treated by EMC and their Billing partner has been incredibly rude, demeaning and not at all helpful. As previously stated [redacted], the [redacted] of EMC, threatened to have his lawyer “talk” to me.
As for my Credit Rating, the fact is that I was late in paying other bills during the 10 weeks it took EMC to refund the money which adversely affected my rating.
The financial component of my complaint has been resolved although not in a timely or professional manner. The remainder of my complaint stands but I do not have any concrete request to get it to a "resolved" status. If possible I would like the complaint to be closed in a manner that reflects my outstanding dissatisfaction.
Sincerely,
[redacted] 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I was a patient at EMC on 4/*/2014 and 4/*/2014 and during my first visit EMC made copies of my medical insurance card and driver's license. At the time of my first visit, due to my lack of credit, I was made to pay in full for each bill. There were 4 separate charges over the 2 visits:

4/*/3024 $1,660.51

4/*/2014 $1,285.70

4/*/2014 $2,850.14

4/*/2014 $1,876.02

Total $7672.37

Even though I had paid in full, EMC submitted claims to my insurance company ([redacted]). I submitted claims myself the following week, but as far as I can determine mine were not processed because EMC’s claims had already been initiated. I only became aware of this a few weeks later when I saw on [redacted]’s website that the claims had been settled. I contacted [redacted] and they informed me that I would have to contact EMC’s Billing Company [redacted]. I contacted them and they informed me that I would have to contact [redacted] myself. After explaining that I had already done so, the [redacted] representative became very belligerent and hung-up the phone. An additional fact is that [redacted] had given EMC an in-network exemption and only reimbursed 49% of the claim even though I had paid an out-of-network price. I also found out that EMC had already received some of the reimbursement several weeks earlier and had failed to send it to me. I subsequently contacted EMC and was put in touch with the EMC [redacted]. He admitted that they had made a mistake and that they would be cancelling their claim and that I would be able to submit my claim myself. I called the next day to confirm that they had cancelled their claim so that I could discuss the situation with [redacted] to make sure the claim I submitted would be processed. EMC told me that they had resubmitted their claims to be processed as an out-of-network claim and would reimburse me when the claim was settled, and that they were not able to cancel the resubmitted claim.

I saw last week that only 1 claim was being processed, so I contacted [redacted] and asked if all 3 had been resubmitted. They said they had tracking numbers for all 3 and that they would follow up with [redacted]. There has been no change in the situation.

It has now been over 2 months since I paid the bills in full and have no idea when I will receive any reimbursement. This situation has resulted in significant financial difficulties for me, including additional impact to my Credit Rating. I contacted the [redacted] today (4/**/2014) and suggested that in order for me to get some relief a temporary solution could be that they reimburse me for the full amount and we could then settle the difference when the claims were paid. He stated that it was not his problem it was [redacted]’s and as soon as I started talking again proceeded to shout over me and threatened to “send a lawyer” after me. I feel compelled to file this report and another with [redacted] as I have no confidence that I will get any relief in several months.Desired Settlement: I would like to get a refund of the full amount I paid to EMC and then be billed for the difference once [redacted] settles the 4 claims.

Business

Response:

[redacted]

Dear [redacted],

This is in response to the complaint filed by [redacted], ID [redacted].

We sincerely apologize for any concerns or miscommunication regarding the billing process.

We understand [redacted] was concerned about this process and the refunding of his money.

We hope his concerns are already alleviated, as his money was refunded on June **, 2014.

[redacted] was seen in our facility several times and he voluntarily paid in full at the end of the visits. If a patient pays at the time of service, and provides insurance information, our billing company still submits the claim on behalf of the patient as a courtesy for that patient.

Attached are documents including the credit card authorization, the ledger and report from the billing company and the copy of the refund receipt.

Due to the fact there was not outstanding debt, we had not submitted the information to a credit reporting agency nor had we contacted an attorney regarding his bill. We are not sure how this could impact [redacted]'s credit rating.

If there was any communication that was misconstrued as inappropriate, we again apologize for that.

If you have any questions, please feel free to contact us at any time.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I contest a few points in Emergency Medical Care's response.