George AShelburne, Attorney At Law - CPA

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Clarksville Spine and Rehabilitation Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: We would like to respond to the above captioned complaintThe patient, [redacted] ***, had made arrangements to pay for a series of treatments thru automatic deductionThe payment that has been sent for [redacted] was the last payment due for these servicesThe payment was due to be deducted on 11/14/and was declinedThe patient's last date of service was 11/21/2013, and we had not yet received the reports from [redacted] that would have shown the payment as declinedAs is our office policy, when we receive notification that a payment has been declined, we attempted to contact the patient by phone, leaving messages with no responseWe also sent out statements with no responseWe mailed the first letter asking the patient to contact us to avoid [redacted] on 03/05/2014, with no responseThe final collection letter giving the patient days to respond before [redacted] was mailed on 4/15/2014, and was returned with "No Way To Contact" handwritten on the envelope on 5/7/After five months of attempting to contact the Ms***, the account was turned over to [redacted] Once an item is turned over to the collection agency, it is our policy, as with most medical practices, to refer any discussion of the balance to the collection serviceThis is what was recommended to the patientTo address specific complaints made by Ms***: Ms [redacted] was not notified of the outstanding balance at the time of her last appointmentWe were unaware of the status of the payment at that timeEven though the payment was set to come out on 11/14/2014, [redacted] will make attempts to collect before changing the status from "Pending" to "declined", and we receive our reports weekly [redacted] refused to talk with herMs [redacted] was referred to contact [redacted] and as [redacted] could not give any other information, [redacted] asked that we direct the patient to the collection agencyMs [redacted] was not contacted by telephone or mailWe made several attempts and were unable to re [redacted] Ms [redacted] by telephoneStatements and letters either received no response or were returnedPer Ms***’s statement in her complaint, she has changed her address numerous timesWe refused to give her any information about the accountMs [redacted] was very upsetWhen we tried to explain to her the status of her account, she be***e even more upset and had a hard time with the explanations that were given to herWe did tell her that we tried to contact her several times, and received no response from either telephone message left, and that mail was returnedWe make every effort to be accessible to our patients and to contact our patients when and if problems ariseWe will attempt in-house resolutions before sending to [redacted] , and send patients to [redacted] reluctantlyWe contacted ***, and Ms [redacted] has since contacted them and settled the accountIf you have any questions, please contact usSent on: 10/20/11:37:AM