Franklin Chiropractic & Accident Clinics

Complaint: [redacted]I am rejecting this response because: At no point was I provided statements from this business.  I am confident they are unable to provide proof they mailed out statements as well.  My insurance card is also the Visa card used to make payments for medical purposes.  They made and have record of a copy of this card to use for the purposes of charging following each appointment.  In addition, each visit I had required me to sign a document provided by Franklin Chiropractic that confirms the services provided that day for the purposes of charges that were to be charged, as advised to me, to the card provided on file.  I have never received notices regarding this matter until well over a year later and have attempted to resolve with adequate requests to reduce the amount due to failure to bill correctly from the Doctor office.  There practices and failure to provide reasonable attempts prior to this point to resolve this matter to include charging the card provided for this purpose by a simple request via phone if there were issues, which was never offered is the reason I am requesting the reduction.  They have never provided me information regarding this balance until well over a year later.  To date, I have still not heard from them via phone to address this as I spoke to the representative who advised me the manager would return my call.  They still make no effort to resolve in a reasonable fashion and have not provided me any documentation supporting this claim.  There is NO reason I would not pay this bill on time had they followed the procedure.  My company provides us with a very large amount of funds credited to the card as a benefit for medical expenses.  It is not an "out of pocket" expense.  However, 2 years later after they failed to follow the process THEY advised me they would, it is now an out of pocket expense as we are unable to retro the payments.  They have provided no proof and have never contacted me prior to a year later.  Regards,[redacted]

In 2013, Mr. [redacted] came to our facility seven times, from 1/10/13-2/06/13. We filed his insurance, as a courtesy, and once we received the Explanation of Benefits from his insurance company, Mr. [redacted]-was sent a statement for the balance due. Statements are printed monthly and sent to patients with...

a balance. We did this from February 2013 until June of 2014. Beginning in June of 2013, we sent past due statements to Mr. [redacted]. Beginning on September 2013, we sent a sticker on his statement stating we were going to send him to collections if we did not hear from him. We never heard from Mr. [redacted]. We sent him to collections in July of 2014, seventeen months from his last visit. We did not hear from Mr. [redacted] until June of 2015 and that was to request a reduction on the balance due. Mr. [redacted] also stated that he provided an insurance card/visa that we could use. After 2010, for security reasons, we no longer maintained credit card numbers. Our credit card machine only prints the last four digits. This is to protect patients information. In addition to our statements, insurance companies send their patients an explanation of benefits informing them of what was covered and what the patient owes the provider. Mr. [redacted] had every opportunity to resolve this for well over two years. The balance due from Mr. [redacted] is $330.35. Sincerely, [redacted]

Mr. [redacted] stated that he never received a statement. I oversee the mailing of all statements each month. All statements are mailed that have a balance due every single month. They are mailed to the patients as a courtesy. None of Mr. [redacted]'s statements were ever returned as undeliverable. We do get undeliverable statements returned from the post office. We do ask patients to sign for any services that are being billed to insurance. It is for proof to the insurance company that the services were done. We saw Mr. [redacted] in January 2009 and did not see him again until January of 2013. The only card on file expired in 2009. As I stated, we no longer keep any credit card numbers belonging to patients on file. That has been policy since 2010. This was implemented for the security of all patients. When we send out statements, our patients with access cards call us and give us their card numbers to run. We mail the receipts for these transactions immediately. I contacted the collection agency and they confirmed that they talked to Mr. [redacted] in June 2014. Mr. [redacted] made no attempt to contact us at that time. Sincerely, [redacted]