Fazzone Homes, Inc.

Final Consumer Response /* (2000, 9, 2015/07/13) */
The day following the incident, I met with the clinic manager who took a written record of the incident. Also was assigned a different nurse practitioner as my new urologist who I was able to see that day.

Initial Business Response /* (1000, 5, 2018/03/13) */
Consumer is correct - it is Urology Nevada's policy that outstanding credit balances are held if the self-pay patient has further treatment/ appointment scheduled.
Consumer was incorrectly informed that her credit balance would be held when...

her insurance had been verified and a claim processed/payment received.
Consumer was not told that she would have to cancel an appointment in order to "speed up" her refund - this is an action she chose to take on her own.
The refund request has been approved and submitted to accounts payable. A check will be issued before the end of the week (3/16).
Urology Nevada apologizes for the misinformation given to the consumer and for any inconvenience she may have experienced.
Initial Consumer Rebuttal /* (3000, 7, 2018/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was explicitly told by the billing dept ([redacted]) that unless I cancelled my appointment, they were unable to issue my refund. I told [redacted] I was insured. My policy was confirmed by [redacted]. I was not a self pay/private Client and I was being mistreated. Once my appointment was cancelled, after holding my $ a month and a half, billing ([redacted]) told me is would be 45 biz days to get approval to cut me a check.
I told [redacted] that he was delaying critical treatment for my child. I cried. He MADE ME CANCEL to get my $275 credit returned to me....while stating "you are cancelling on your own accord." The implied (overt, explicit) message was cancel or the 12 doctors here have a policy that your money will be used as a slush fund for future appointments.
This is why I filed the complaint. I refuse to accept the business response that states they did not force me to cancel.
What are my options? I want to press charges for malpractice.
I am owed an apology. My daughter is owed an apology!
I hope they can sleep at night, knowing an appointment and treatment that took MONTHS to get have been fully derailed and we are off the doctors calendar.
Final Business Response /* (1000, 16, 2018/04/04) */
The refund for [redacted] was mailed on 3/14/18 less than 48 hours after receiving her complaint and she cashed the check on 3/19.
Unfortunately, Urology Nevada does not record inbound calls to the billing department. However, after interviewing the staff member who initially interacted with [redacted] as well as the other staff members who overheard UN's side of the call, Urology Nevada is satisfied that [redacted] as the moving party in cancelling her daughter's appointment. She was told (as stated in our first response) that it is UN's practice to keep monies in a self-pay patient's account when that patient has further treatment scheduled. When [redacted] was told this initially by [redacted] (not [redacted]) in our billing department - she told [redacted] to cancel the appointment. [redacted] said that the appointment was to follow up after a CT scan, which her daughter never had. [redacted] transferred the call to Scheduling so that [redacted] could cancel - per her request. [redacted] then called Billing again and told [redacted] she was forced to cancel her appointment. [redacted], who overheard exactly what [redacted] had been told the first time, reminded [redacted] that she had never been told she had to cancel the appointment.
Urology Nevada recognizes that [redacted] was incorrectly informed that her credit balance would be held when her insurance had been verified and a claim processed/payment received. Furthermore, UN sincerely apologizes for the misinformation given to the consumer and for any inconvenience she may have experienced.
When informed, Urology Nevada issued a refund within 48 hours and an apology within 24 hours. These are the remedies which [redacted] sought in her original complaint