FAO Schwarz

;o) Good afternoon [redacted] It was a pleasure to speak with you and unfortunate to learn about your unpleasant experience with our online services regarding your Muppet purchase As promised, attached please find a copy of the letter that was sent to you along with a surprise via Priority Mail Upon receipt, please contact me immediately or [redacted] our [redacted] to assist you with your Muppet creation I look forward to working with you diligently and expeditiously, so that you can put this daunting matter behind youI am only a phone call away; if you have any questions or concerns about your Muppet development and process Best regards, [redacted] [redacted]

RE: Complaint ID Whom it may concern, Doctor [redacted] has submitted fraudulent "Doctor's Notes" with the intent of changing the billing coding for my Routine Physical Exam to a diagnostic appointment I state that this was Dr [redacted] 's intent based on actual statements in these doctor's notes as well as the coding that was done and the charges that were associated with that coding According to the U.SDepartment of Health and Human Services under a section of the Health Insurance and Portability and Accountability Act of 1996, called the Privacy Rule Health Partners has an obligation to change the Doctor's Notes, by Amendment, to reflect the actual occurrences rather than those that have been submitted These doctor's notes are not correctFurthermore, these charges are in dispute and I provided a written request to keep my account in good standings to avoid sending these charges to a collection agency and affecting my credit rating [see attachment: [redacted] - Account [redacted] - Documentation Request, Good Standing Account] Health Partners has ignored my request and has already sent me a letter dated 8/8/from Flannery ***, Senior Operations Manager, threatening to put my account in collections [see attachment: Collections Notice 17] Due to this very process, it's clear that these charges are in dispute and I should not be further harassed during this process or receive a negative impact on my credit worthinessHealth Partners has informed the Attorney General's office in writing by a letter dated 7/10/from Flannery ***, that all charges related to the lab work have been written off, while those charges are still appear on billing statements that are sent monthly[see attachments: Billing Statement and Health Partners Dispute Letter to Attorney General's office 17]Flannery also claims that she will contact me in this 7/10/letter, while she in fact has not I do not accept Health Partners response and would like the charges written off due to the simple fact that my routing physical exam has been miscoded and mischarged and the my medical record show that this appointment was for a Routine Physical ExamThank you for your assistance in this matterSincerely, [redacted]

March 23, Revdex.com of Minnesota and North Dakota Attn: [redacted] SRiver Ridge Cir Burnsville, MN Dear Mr [redacted] : I am writing in response to the letter we received from you on behalf of Ms [redacted] I understand Ms [redacted] has concerns about a past billThank you for bringing these concerns to our attention Under Minnesota Law, we cannot provide or disclose private information to your organizationHealthPartners is reviewing this issue, and we will respond directly to Ms [redacted] If you have further questions, please call me at ###-###-#### Sincerely, Jenni W Senior Consultant, Member Rights and Benefits HealthPartners Member Services

March 23, Revdex.com of Minnesota and North Dakota Attn: [redacted] SRiver Ridge Cir Burnsville, MN Dear Mr [redacted] : I am writing in response to the letter we received from you on behalf of Mr [redacted] I understand Mr [redacted] has concerns about a past billThank you for bringing these concerns to our attention We reviewed the information that was shared with us and agree that a mistake was madeWe apologize and are in the process of correcting this and providing our patient with a positive resolution of their concern If you have further questions, please call me at ###-###-#### Sincerely, Jenni W Senior Consultant, Member Rights and Benefits HealthPartners Member Services

Initial Business Response /* (1000, 5, 2015/12/24) */
December 24,
Revdex.com of Minnesota and North Dakota
Attn: *** ***
SRiver Ridge Cir
Burnsville, MN
Dear Mr***:
I am writing in response to the letter we received from you on behalf of Ms
*** ***I understand Ms*** has concerns about a past billThank you for bringing these concerns to our attention
Under Minnesota Law, we cannot provide or disclose private information to your organizationHealthPartners is reviewing this issue, and we will respond directly to Ms***
If you have further questions, please call me at ***
Sincerely,
Jenni W
Senior Consultant, Member Rights and Benefits
HealthPartners Member Services

Revdex.com of Minnesota and North Dakota
Attn: *** ***
SRiver Ridge Cir
Burnsville, MN
Dear Mr***:
I am writing in response to the letter we received from you on behalf of *** ***I understand *** has concerns about appointment scheduling for her
sonThank you for bringing these concerns to our attention
Under Minnesota Law, we cannot provide or disclose private information to your organizationHealthPartners is reviewing this issue, and we will respond directly to ***
If you have further questions, please call me at ***
Sincerely,
Chrissy ***

March 26, Revdex.com of Minnesota and North Dakota SRiver Ridge CirBurnsville, MN Re: Complaint from *** *** Dear Mr***, Thank you for bringing this to our attentionWe are responding to the patient directlyDue to
strict privacy laws, we will not be able to include the Revdex.com in the response to the patientIf there are any further questions please let us know Thank you, Jessica *** Supervisor Eye Care Department Health Partners

April
19,
Dear
Ms***:
We
understand that our member is frustrated in respect to her automatic premium
payment plan; we appreciate the opportunity to review and respond to her
concerns.
Premium
payments are due on the first day
of each monthIf a member sets up premium
payments to be withdrawn from their bank account automatically, they have the
option to have the premium withdrawn up to four (4) days after the due date.
Premium payments could be withdrawn a day later if the first falls on a weekend
or holiday, but it will never be earlier than the actual due date
In
January of this year, a system update caused a delay of automatic payments by
two (2) days Unfortunately, this impacted the pulling of automatic
premium payments in January, February, and March The system was fully updated
before April 1, 2017, and payments were pulled on the correct day.
Because
premiums are due on the first of the month, our members should plan on having
the funds available in their bank account on the day that their automatic
payment is dueOur Membership Accounting department confirmed that payments
were not pulled early; rather, they were pulled from the account several days
after the actual due date.
We
did not change the date of the automatic premium payment billing rules.
If we ever purposefully changed the rule we would notify our members in
advance.
Thank
you for bringing this to our attentionWe apologize for any frustration this
may have caused our member
Sincerely,
HealthPartners Medical Group

We understand that our member has concerns regarding the charges for services he received from the Park Nicollet ClinicRegardless of the reason, HealthPartners wants to hear from our members and we and appreciate the opportunity to be of assistance. First, please know that
consistent with Minnesota Law, we cannot provide or disclose private information without a signed and dated release form from our member We recognize that our member has concerns with the processing of claims and sincerely apologize for the frustration this has caused himWe invite him to contact our Member Services department and speak with a representative; the telephone number is listed on the back of his membership card. If his complaint is not fully addressed our representative will explain how to contact our Member Rights and Benefits department to further pursue his concerns. I want to let you know that we are listening. In response to our member’s concerns we have also shared his comments with our Compliance department and they will be in touch with him Thank you for bringing this to our attention

I am rejecting this response because: After speaking with HealthPartners' representative, it doesn't seem likely that they will inform any of their members, including me, of any changes in the withdrawal date of our premiums if this happens again The representative told me they never had this situation before and so did not know what to do when it happened When they fixed the glitch in their system, they still did not know what to do and still did not inform its members of anything The representative did understand and profusely apologize for what happened and would pass along my concern to someone higher up supposedly, but it looks like if this ever happens again, we will NOT be informed of anything even though letters were sent out for possible lower premiums starting in May due to Minnesota state legislation I guess I should be thankful for THAT letter, but I still don't understand why they couldn't/wouldn't do the same for the glitch

Terry Vereen Plumbing would like to take this time andapologize for any inconvenience we may have caused this customer, thisletter is to inform you that you will NOT be receiving any invoices for this service call, and again apologize for the inconvenience.Thank you
***
***

December 12, Revdex.com of Minnesota and North Dakota Attn: *** *** SRiver Ridge Circle Burnsville, MN Dear Ms***: I am writing in response to the letter we received from you on behalf of *** ***I understand Ms
*** is concerned with receiving reimbursement from her flexible spending accountThank you for bringing her concerns to our attention Please understand that consistent with Minnesota Law, we cannot provide or disclose private information to you without a signed and dated release form from our memberIt may be helpful to know that HealthPartners has resolved this issue; we responded directly to our member and she is satisfied with the outcome If you have further questions, please call me at ###-###-####Sincerely, Alecia DConsultant, Member Rights and Benefits HealthPartners Member Services

Dear Mr***: Thank you for bringing this concern to our attention. We appreciate the opportunity to review patient concerns. Due to patient privacy laws, we are unable to provide a written response without patient authorization. Please be assured that this matter will be
reviewed in our internal quality channels

Initial Business Response /* (1000, 6, 2015/12/04) */
December 4,
Revdex.com of Minnesota and North Dakota
Attn: *** ***
SRiver Ridge Cir
Burnsville, MN
Dear Mr***:
I am writing in response to the letter we received from you on behalf of Ms
***I understand Ms*** has concerns about our billing proceduresThank you for bringing these concerns to our attention
Under Minnesota Law, we cannot provide or disclose private information to your organizationHealthPartners is reviewing this issue, and we will respond directly to Ms***
If you have further questions, please call me at ***
Sincerely,
Jenni W
Senior Consultant, Member Rights and Benefits
HealthPartners Member Services

We appreciate hearing from our members and want to do our best to help them. We understand and apologize for your frustration. I confirmed that a leader from our Membership Accounting department has spoken with you and provided her direct telephone number for any additional questions or concerns regarding your premium payments Thank you for allowing us to review your concerns Sincerely, HealthPartners Medical Group

Initial Business Response /* (1000, 5, 2015/07/14) */
July 14,
Revdex.com of Minnesota and North Dakota
Attn: *** ***, Mediation Coordinator
SRiver Ridge Cir
Burnsville, MN
RE: Case number: ***
Dear Mr***:
I am writing in response to the
letter we received from you on behalf of the case number above which we received on June 26,
The HealthPartners Privacy department investigated this matter and determined that a Membership Accounting Representative made a mistake when entering a secondary address for another memberThis resulted in the secondary address being entered on the account for case number *** instead of the other member's accountWe were notified immediately by the person who received case number ***'s information and we are in the process of getting the information back from themWe also updated the account for case number *** and deleted the incorrect secondary address
We believe there is little to no risk the information would be used improperly since the person who received case number ***'s information notified us of this situation right away and is returning the documents referenced aboveHowever, we have offered case number *** with credit monitoring for one year at no charge
Thank you for bringing this matter to our attention
If you have further questions, please call me at ***
Sincerely,
***
SrConsultant, Member Rights and Benefits

Good afternoon *** ***r First and foremost, I would like to apologize on behalf of FAO Schwarz for not responding to your issue in a timely manner; as I was just sent the email from the Revdex.com yesterdayCan you please forward to me your contact number, because the one that was
listed on your complaint (###-###-####) is incorrect. Please note, I will work diligently at trying to resolve your issue in a timely manner; in hopes that you will be satisfied with the end resultsI look forward to speaking with your soon *** ***r Best regards, *** ***
*** *** *** ** *** ***
*** *** ***

Initial Business Response /* (1000, 8, 2015/10/22) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
I am writing regarding the complaint you received from our member, Ms***Thank you for the
opportunity to address this matter
After reviewing Ms***'s complaint, I contacted HealthPartners Patient Accounting department to confirm if there was a restriction on Ms***'s accountThere is no restriction on her account preventing her from scheduling an appointment for herself at HealthParners Medical Group Clinics
Ms***'s complaint indicates this issue relates to other family members as wellHowever, Ms***'s complaint does not provide any information to help identify these family membersAs of the writing of this letter, I have been unsuccessful in reaching Ms*** for more information regarding any family members involvedAs such, I am unable to investigate and address any concerns related to outstanding account balances or appointment scheduling restrictions for other members of Ms***'s familyIf said family members (or an authorized representative) would like to discuss outstanding charges or account balances at HealthPartners Medical Group Clinics, they may contact Crystal ***, a supervisor in HealthParners Patient Accounting department, directly at ***

Initial Business Response /* (1000, 5, 2015/10/07) */
October 7, 2015
Revdex.com of Minnesota and North Dakota
Attn: [redacted]
220 S. River Ridge Cir
Burnsville, MN 55337
Dear Mr. [redacted]:
I am writing in response to the letter we received from you on behalf of Ms. [redacted]...

[redacted]. I understand Ms. [redacted] has concerns about her premiums. Thank you for bringing these concerns to our attention.
Under Minnesota Law, we cannot provide or disclose private information to your organization. HealthPartners is reviewing this issue, and we will respond directly to Ms. [redacted].
If you have further questions, please call me at [redacted].
Sincerely,
Jenni W.
Senior Consultant, Member Rights and Benefits
HealthPartners Member Services
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Surprise, Surprise! Health Partners has still not contacted me at all. The same run around and no response day after day. What steps can I take now to get this resolved? Please HELP!!!!
Final Business Response /* (4000, 9, 2015/10/23) */
October 23, 2015
Revdex.com of Minnesota and North Dakota
Attn: [redacted]
220 S. River Ridge Cir
Burnsville, MN 55337
Dear Mr. [redacted]:
I am writing in response to the subsequent letter we received from you on behalf of Ms. [redacted]. We remain unable to provide or disclose private information to your organization.
Please know that we have reached out to Ms. [redacted] via letter and phone. We have not received a response from Ms. [redacted] regarding her concerns.

If you have further questions, please call me at [redacted].
Sincerely,
Jenni W.
Senior Consultant, Member Rights and Benefits
HealthPartners Member Services

I contacted Patient Accounting today and confirmed that all lab charges were written off, which was not reflected on the last bill Mr. [redacted] received.  His next bill will not have those charges.  The only outstanding charges are for an office-based procedure that is not considered preventative and those charges will not be written off as they legitimately reflect care for a procedure that was performed in the office. I will send a letter to Mr. [redacted] apologizing for the confusion with the lab charges.  Patty [redacted]