Grace Care

To Whom It May Concern,We received the notice of complaint submitted on 08/06/2017, ID # [redacted] We spoke to the customer about a bill she received for her sonWe explained to her that our company is a Durable Medical Equipment Company that services the Prompt Care that her son was seen at and the bill was for a product that was received and signed forThe customer had been sent statement's prior to being sent to collections letting her know what the bill was forOnce we explained who we were and what the bill was for she understoodAfter speaking to her, we have ceased the Collection's activityThis issue has been resolvedIf there is any further information that is need, please contact me at [redacted] or by email at ***@gracecarellc.com.Regards,Tina C***Office ManagerGrace Care LLC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

I received a complaint on behalf of a customer made to the Revdex.com. That complaint id number is ***. The customer was not satisfied with the pricing of the item that he received, nor the amount he was billed after insurance was applied. I went over the repricing that his insurance
company made on the tiem received and let him know that we did not receive any actual payment from the insurance. I discounted the remaining balance the patient owed to match what he had priced out for the same product at other locations. The customer responded that he was satisfied with the action taken on his account.Ashley D***Patient Accounts ManagerGrace Care LLC

I have contacted the customer in regard to her complaint against Grace Care LLC.  In review, the charges placed on her account were done so in error.  All charges have been removed from the customer's account, and I have sent her a zero-balance statement to show removal.Ashley D[redacted]Patient...

Accounts ManagerGrace Care LLC

To Whom It May Concern,We received the notice of complaint submitted on 08/06/2017, ID # [redacted]. We spoke to the customer about a bill she received for her son. We explained to her that our company is a Durable Medical Equipment Company that services the Prompt Care that her son was seen at and...

the bill was for a product that was received and signed for. The customer had been sent 5 statement's prior to being sent to collections letting her know what the bill was for. Once we explained who we were and what the bill was for she understood. After speaking to her, we have ceased the Collection's activity. This issue has been resolved. If there is any further information that is need, please contact me at [redacted] or by email at [redacted]@gracecarellc.com.Regards,Tina C[redacted]Office ManagerGrace Care LLC

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Grace Care, LLC kept sending me a bill I do not owe. They said they were going to take care of this problem. But this problem still has not been resolved.
Regards,
[redacted]

August 20, 2014
Dear [redacted],On August 14, 2014 the patient was contacted by an employee from Grace Care in regards to a past due balance. The employee mentioned to the patient that we did not have any insurance details from the date of service. The employee then requested the...

details from the patient, which the patient responded she was working with an attorney. The employee then asked for the attorneys contact information, because we had no record of it on file. The employee urged the patient to give her the [redacted] insurance details if she had it, because she was scheduled to go to collections in just a few days. At that point the patient disclosed her [redacted] insurance details. The employee then assured the patient that she no longer had any patient responsibility, until the insurance company made their decision. At the end of the conversation the patient asked for the employee's email address because she was planning on emailing her attorney to let him know that we had updated her insurance information. One hour later, the employee received an email which she had been cc'd on. The patient had emailed her attorney and told him we had called and threatened her and she felt intimidated. Within minutes the attorney responded back to the patient and urged her to contact the Maryland Attorney General Department of Consumer Affairs. At this point, I the supervisor was involved and decided to contact the attorney by phone to explain the situation. Unfortunately the attorney representing the patient was not available, so I left my contact information and the reason for my call. By the time I finished my call; the patient had emailed the attorney back and told him she had filed a complaint with Revdex.com. Immediately, I contacted the patient by phone. I introduced myself and let the patient know I was the supervisor for the patient accounts department. Abruptly the patient said, "I will not continue this conversation, you will have to contact my lawyer". I told the patient I had tried to contact the attorney, but he wasn't available. She then responded, "Well, you will just have to wait until he is available". She then ended the call. At this point I decided to email the attorney and cc'd the patient on my email. I explained the nature of the call, and also mentioned my attempt to reach both him and the patient in regards to the disagreement. By the next morning I had received an email from the attorney, which urged me to contact his office. During my call with the attorney's office I spoke with his receptionist. She stated that she spoke with the patient that morning and assured the patient that there was no reason to worry. The receptionist also stated, their office had worked with us previously and had never heard these allegations from other patients before. By the end of the call the receptionist had stated her [redacted] insurance had been exhausted and that she would fax over a letter of representation in receipt of the claim I would be faxing to her. I faxed the claim to the number provided in the email, but the letter of representation still has not been received.Very truly yours,Rebekah P
Accounts Manager Grace Care

August 20, 2014Dear [redacted],
On May 1, 2014 we received and posted a payment from the patient in the amount of $150.00. This brought the balance to zero.Then on August 19, 2014 we received a call from the patient informing us her insurance company never received a claim from...

our company. The employee who answered the phone explained to the patient that the insurance details had not been provided to our office. At that point the patient provided her insurance details and claim was sent electronically to her insurance company. During her conversation the patient requested a refund after the insurance company makes payment.On September 2, 2014 the patient called in to ask about her refund, at which time she was assured she would be receiving a refund in the amount of $126.00. She was told the refund would not be sent out until the end of September. After the call the patient was added to the September refund list.
On September 16, 2014 the patient sent in correspondence again requesting a refund in writing, that same day the list was emailed to the refund department. On September 25, 2014 another name had been added to the list so a revised copy had been sent to the department.
On October 6, 2014 the patient called back again to get an update on her refund. I explained to the patient that I would be sending another request for the check. At which point a 3rd request was sent.
On October 27, 2014 I received a voicemail from the patient requesting her refund, and explaining her frustration about not receiving her refund in a timely manner. That same day I called the patient back. The patient was unavailable, so I left a voicemail expressing my deepest apologize concerning her delinquent refund. After completing the voicemail, I sent a 4th request to the refund department concerning this patient's refund. I also cc’d the department manager. In the email I urged the department to provide me with a timeline when the check would be received.
On October 31, 2014 the patient called me back. At that point I found out that she had been given false information from another employee that answered the phone. The patient explained to me that when she called in On October 24, 2014 the employee refused to help her, and told her to call back at 4 o’clock so she could be helped. Regrettably when the patient called back at 4:05, our phones rang straight to the voicemail because our call hours are from 8:30-4:00 p.m. I asked the patient if she could remember the name of the employee, so that I could address the poor customer service. Unfortunately, the patient did not know the name of the employee. I explained to the patient at that time, we have 5 additional employees who answer the phone so I wouldn’t be able to narrow down the correct employee. After listening to her concerns, I set the patient on hold and contacted my office manager. I gave her a background of the events. At that point my office manager immediately hand wrote a company check, and provided me the check number so I could let the patient know a check would be sent out that day. I then returned back to the patient and let her know the check had been written, and would be mailed out today.
Following the phone call, I meet with my office manager in person to debrief her on the poor customer service the patient had received on October 24, 2014. She was just as surprised and disappointed as I was. Given the fact we could not narrow down the employee who mistreated the patient, we decided to hold an office meeting which laid out our customer service expectations.
Very truly yours,
Rebekah, Patient Accounts Manager

July 22,2014Dear [redacted]:I am responding to your letter regarding a complaint from one of our customers regarding their refund. We have a policy in place for handling refunds to ensure our books stay balanced. If a refund is needed, it will be added to the list for the following...

month. The customer was added to the refund list on May 13, 2014 and the check was mailed out on June 30th. I would also like to add that the patient sent us a $50.00 check by mistake on top of the payment she had already made, and we were able to catch this before it was deposited and we called her immediately to let her know and mailed it back to her. We have a procedure in place to handle refunds and it can take 30-45 days.Sincerely

Review: My insurance co. declined my request to pay for a cane I received at the emergency room, so I paid for it. Later on my insurance paid the bill so there was a over-payment on my part so they sent me a letter and a check. I am still waiting for the $26.00 I am still owed, it has been almost two months and plenty of phone calls and no results. My account number is [redacted]. Your help would be greatly appreciated. **. [redacted]Desired Settlement: I would like to receive the refund I am owed.

Business

Response:

July 22,2014Dear [redacted]:I am responding to your letter regarding a complaint from one of our customers regarding their refund. We have a policy in place for handling refunds to ensure our books stay balanced. If a refund is needed, it will be added to the list for the following month. The customer was added to the refund list on May 13, 2014 and the check was mailed out on June 30th. I would also like to add that the patient sent us a $50.00 check by mistake on top of the payment she had already made, and we were able to catch this before it was deposited and we called her immediately to let her know and mailed it back to her. We have a procedure in place to handle refunds and it can take 30-45 days.Sincerely

Review: On April 10, 2014 due to my injuries I received a 1.000 Shoulder Immobilizer from the [redacted] General Hospital, The Immobilizer was provided by Grace Care LLc who later billed me for the amount of $150.00 the cost of the Immobilizer. I paid the amount of $150.00 on April 24, 2014 via bill pay with my bank [redacted]. Subsequent to a review of my medical bills I observed that Grace Care LLc did not submit the claim to my insurance company [redacted]Blue Cross Blue Shield. On july 10, 2014 I submitted to [redacted] a Benefits Claim Form to review the charges and also called Grace Care LLc. on August 19, 2014requesting the procedural code for the item and indicated that a claim was not submitted to the insurance company for the immobilizer.I spoke with Tina who stated that they will resubmit the claim and the reason for the issue was that the hospital did not provide the policy number, Tina stated that it will take up to thirty days for the issue to be resolved. On September 9, 2014 I called Grace Care LLc and spoke with Rebecca and mentioned to her that I received the explanation of Benefits from Care First and that my responsibility was only $24.00 for the Immobilizer.I requested a refund of $126.00 and she mentioned that the check will take until September 30, 2014 to be refunded. Rebecca stated that had I paid by credit card the refund would be sooner but because it was by check it would take longer. On October 6, 2014 I spoke with Rebecca once again indicating that as of that date I have not received a check with the refund of $126.00. Rebecca stated that she is waiting for the check to be released and will send a reminder and I will receive the check before the end of October 2014. To date October 24, 2014I have not received my refund I called the office after several attempts succeeded to connect with someone, I was allowed to leave a voice mail message for Rebecca, I later called back and after venting my frustration I was told to call back at 4 o'clock and I would be able to speak with someone. I called at 4:05 pm and got the office recording that stated that the office closes at 4:00 pm. I feel this was an insult to me and that Grace Care LLC is not willing to refund my monies to me even though I paid my medical bill timely. If I had owed them the monies they had the recourse of sending me to the creditors, but an ordinary citizen where do I go to get my $126.00 to pay other demanding medical bills. iDesired Settlement: An apology form the company for taking so long to refund my check and to address the issue of the employee insulting me by telling me to call back at 4:00 pm when the office hours are clearly from 8:30pm to 4:00 pm

Business

Response:

August 20, 2014Dear [redacted],On May 1, 2014 we received and posted a payment from the patient in the amount of $150.00. This brought the balance to zero.Then on August 19, 2014 we received a call from the patient informing us her insurance company never received a claim from our company. The employee who answered the phone explained to the patient that the insurance details had not been provided to our office. At that point the patient provided her insurance details and claim was sent electronically to her insurance company. During her conversation the patient requested a refund after the insurance company makes payment.On September 2, 2014 the patient called in to ask about her refund, at which time she was assured she would be receiving a refund in the amount of $126.00. She was told the refund would not be sent out until the end of September. After the call the patient was added to the September refund list.On September 16, 2014 the patient sent in correspondence again requesting a refund in writing, that same day the list was emailed to the refund department. On September 25, 2014 another name had been added to the list so a revised copy had been sent to the department.On October 6, 2014 the patient called back again to get an update on her refund. I explained to the patient that I would be sending another request for the check. At which point a 3rd request was sent.On October 27, 2014 I received a voicemail from the patient requesting her refund, and explaining her frustration about not receiving her refund in a timely manner. That same day I called the patient back. The patient was unavailable, so I left a voicemail expressing my deepest apologize concerning her delinquent refund. After completing the voicemail, I sent a 4th request to the refund department concerning this patient's refund. I also cc’d the department manager. In the email I urged the department to provide me with a timeline when the check would be received.On October 31, 2014 the patient called me back. At that point I found out that she had been given false information from another employee that answered the phone. The patient explained to me that when she called in On October 24, 2014 the employee refused to help her, and told her to call back at 4 o’clock so she could be helped. Regrettably when the patient called back at 4:05, our phones rang straight to the voicemail because our call hours are from 8:30-4:00 p.m. I asked the patient if she could remember the name of the employee, so that I could address the poor customer service. Unfortunately, the patient did not know the name of the employee. I explained to the patient at that time, we have 5 additional employees who answer the phone so I wouldn’t be able to narrow down the correct employee. After listening to her concerns, I set the patient on hold and contacted my office manager. I gave her a background of the events. At that point my office manager immediately hand wrote a company check, and provided me the check number so I could let the patient know a check would be sent out that day. I then returned back to the patient and let her know the check had been written, and would be mailed out today.Following the phone call, I meet with my office manager in person to debrief her on the poor customer service the patient had received on October 24, 2014. She was just as surprised and disappointed as I was. Given the fact we could not narrow down the employee who mistreated the patient, we decided to hold an office meeting which laid out our customer service expectations.Very truly yours,Rebekah, Patient Accounts Manager

Review: I was contacted by "Tina" from Grace Care LLC regarding an arm brace that I received from her company in February of 2014. When she identified herself, I immediately informed her that I have an attorney and she should direct her call to his immediate attention; however, she insisted that I must tell her the claim number and the entire conversation was growing increasingly intimidating when she proceeded to inform me that she would report this information to my credit profile on Friday. This is especially disturbing to me because I am in the process of trying to purchase a home for my family and being a single mom- I was felt threatened and bewildered by the way she spoke to me on the phone.Desired Settlement: please adjust my price

Business

Response:

August 20, 2014Dear [redacted],On August 14, 2014 the patient was contacted by an employee from Grace Care in regards to a past due balance. The employee mentioned to the patient that we did not have any insurance details from the date of service. The employee then requested the details from the patient, which the patient responded she was working with an attorney. The employee then asked for the attorneys contact information, because we had no record of it on file. The employee urged the patient to give her the [redacted] insurance details if she had it, because she was scheduled to go to collections in just a few days. At that point the patient disclosed her [redacted] insurance details. The employee then assured the patient that she no longer had any patient responsibility, until the insurance company made their decision. At the end of the conversation the patient asked for the employee's email address because she was planning on emailing her attorney to let him know that we had updated her insurance information. One hour later, the employee received an email which she had been cc'd on. The patient had emailed her attorney and told him we had called and threatened her and she felt intimidated. Within minutes the attorney responded back to the patient and urged her to contact the Maryland Attorney General Department of Consumer Affairs. At this point, I the supervisor was involved and decided to contact the attorney by phone to explain the situation. Unfortunately the attorney representing the patient was not available, so I left my contact information and the reason for my call. By the time I finished my call; the patient had emailed the attorney back and told him she had filed a complaint with Revdex.com. Immediately, I contacted the patient by phone. I introduced myself and let the patient know I was the supervisor for the patient accounts department. Abruptly the patient said, "I will not continue this conversation, you will have to contact my lawyer". I told the patient I had tried to contact the attorney, but he wasn't available. She then responded, "Well, you will just have to wait until he is available". She then ended the call. At this point I decided to email the attorney and cc'd the patient on my email. I explained the nature of the call, and also mentioned my attempt to reach both him and the patient in regards to the disagreement. By the next morning I had received an email from the attorney, which urged me to contact his office. During my call with the attorney's office I spoke with his receptionist. She stated that she spoke with the patient that morning and assured the patient that there was no reason to worry. The receptionist also stated, their office had worked with us previously and had never heard these allegations from other patients before. By the end of the call the receptionist had stated her [redacted] insurance had been exhausted and that she would fax over a letter of representation in receipt of the claim I would be faxing to her. I faxed the claim to the number provided in the email, but the letter of representation still has not been received.Very truly yours,Rebekah PAccounts Manager Grace Care