Gold Cross Services, Inc.

Complaint: ***
I am rejecting this response because: such request was never made by the customer.
Sincerely,
*** ***

We take these complaints seriousThis is not behavior is not up to an acceptable standard set by the companyA formal QA/QI investigation has been opened regarding the treatment of Ms***It takes 7-days to completeThe crew will then meet with the Medical Director, Compliance Officer,
Director of Training and QA DirectorThey will receive coaching/remediation as well as potential disciplinary action if deemed necessaryIf you would like further information regarding the investigation, please contact Jack M*** at 801-975-Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

To Whom It May Concern  We apologize for the experience that Ms. [redacted] had with our billing and collection department.  I have written off $42.34 in service charges today, bringing the account balance to $0.00 and refunded her American Express card $44.34 (this includes the $2.00...

processing fee charged).  Our records indicate that Ms. [redacted] never called our billing office to discuss the option of writing the incurred service charges.  Our normal course of business is to write off service charges, within reason, especially if the account has been paid in full by either the insurance company, the patient or a combination of both. Clearly this case falls within those business practices.  I was able to find today where Ms. [redacted] made comment on her original online payment of $557.61 requesting the service charges be removed.  In speaking with the individual who posted the payment on March 16, 2017 they failed to recognize the comment Ms. [redacted] made when she made the online payment and for that we apologize, we normally catch those comments but just missed it that day.  Ms. [redacted] did not receive a statement from Gold Cross until March 3, 2017 when her son was transported on November 26, 2016, due to the fact that at the time of the transport our ambulance crew failed to obtain an address or insurance information from the patient or family members on the scene or at the hospital.  Because we had no address or phone number we were unable to successfully send a statement in a timely manner.  We reached out two different times to the hospital where the patient was treated and on February 9, 2017 we were provided the appropriate billing information to allow us to send a statement and bill the insurance company.  Our next statement cycle after receiving the data on February 9th was February 28th at which time we generated a statement that was received on March 3rd, by Ms. [redacted].    We are reaching out to the crew that treated the patient on this call trying to better understand why they were unable to obtain the appropriate billing information at the time of service and will retrain and re-instruct where needed.    Should there be any further questions or concerns please do not hesitate in reaching out to me at 801 975-4319.   Tyler P[redacted] Director of Billing Gold Cross Services, Inc. 801 975-4319

To Whom It May Concern, We sincerely apologize for the inconvenience we have caused to Mr. [redacted].  It was never our intent to delay returning his over-payment to him.  Once we identified the over-payment on Mr. [redacted]'s account, on 2/13/2015, he should have received a check from Gold...

Cross Services, Inc. no later than the 1st of March.  Clearly, we had some mis-communication occur between our Customer Service Department and our Accounts Payable Department.  We will address this mis-communication issue in our regularly held department training. We are cutting  check number, [redacted], in the amount of $[redacted] today and will be mailing it tonight.  The check will be sent to the following address:       [redacted]We again apologize for any inconvenience to Mr. [redacted] and hope by sending this check it will resolve this matter. Please let me know if there are any questions or concerns [redacted] Director of Billing and Billing Services Gold Cross Services, Inc. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

In order to fully address this compliant we need some further information from Mr. [redacted] to investigate his concerns.  At this time I am unable to locate a transport for Mr. [redacted] with the information he provided.  The date that Mr. [redacted] provided as his ambulance transport date, I...

cannot locate him being transported then.  If he could provide for me a Gold Cross Ambulance account number, which will begin with two letter like "GC", his date of birth, and where he was transported from and to, perhaps we can be of more assistance to him.  Unfortunately at this time, based on the information he has provided I am unable to confirm that we even transported him.  If you have any questions or concerns regarding our request for more information please let me know  Tyler P[redacted] Director of Billing Gold Cross Services, Inc. 801 975 4319 Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept the resolution however I by no means find it satisfactory. I probably would never have received anything if it was not for the Revdex.com. Thank you for your help.
Sincerely,
[redacted]

To Whom It May Concern Once Mr. [redacted] provided us with his address we were able to confirm that we did indeed transport him on 6/14/2017.  Prior to Mr. [redacted] providing us with his address we were unable to confirm the identity of Mr. [redacted] verses the patient we have on file and our privacy policy prohibits us from discussing an account until we can verify who we are speaking with, so we appreciate Mr. [redacted] providing us with his address.  On 6/14/2017 Riverton Hospital called our service to transport Mr. [redacted] via ambulance to Salt Lake Behavioral Health.  We arrived at Riverton Hospital at 6:03 P.M. and departed Riverton Hospital with Mr. [redacted] in our ambulance at 6:29 P.M. We arrived at Salt Lake Behavioral Health at 7:00 P.M.  Mr. [redacted] even attempted to sign our paper work.     On 6/20/2017 we billed Mr. [redacted]'s insurance, Medicare Complete and they have forwarded claim to their Behavioral Health unit for payment as of 9/21/2017.  As far as our records indicate we did indeed provide ambulance service to Mr. [redacted] and at this time the charges stand.  Please let me know if you have any questions or concernsTyler P[redacted] Director of Billing Gold Cross Services, Inc. 801 975 4319 Office