Guillermo Borrero MD & Associates

I don't think you received the other complaint. For almost 3 years I've been using Geha, an aetna signature plan. I have a 15 dollar copay per visit. Months after an app., Carie would call and say we owed money before the next appointment. I was confused, I should only owe the copay. Everytime I would call my insurance provider, they would tell me the same thing. First it wasn't being sent to the correct address. Then it wasn't sent correctly. We would call her and she would argue she did everything correctly. If it was sent correctly, they would be paid. I called last year under traumatic circumstances and needed to see Paula and Dr. Naguit. I was told I couldn't make an appointment until I paid my bill. I told the secretary that Carie refused to listen to my husband and the insurance Co. She wasn't billing correctly. It's Caries fault that they weren't getting paid, why should I be punished. First of all telling a psych patient that they can't be seen could be detrimental. Please someone address this. I don't want another person to go through this.

I just wrote a review earlier about Carie. They are dropping aetna insurance now. I was told over the phone I had 60 days to figure out what I'm doing. They dropped United health care at one point and I paid for my apps. Then we switched to Aetna and I only had to pay a copay. But of course Carie always said I owed money because the insurance didn't pay. My husband and I talked to the insurance Co. Many times. Carie is always at fault. So now I can no longer go to the office where I've been for over 20 years. My therapist Paula Popp knows me well. I can't start over with a new therapist. The negligence and unprofessionalism has caused so much anxiety and aggravation that I won't go back. Also I spoke to Dr. Naguit about this ongoing problem with Carie. He probably didn't give a crap. So now after all these years I have to find a new psychiatrist and therapist . It's not that easy at all.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below Dear Ms [redacted] In response to the business response from B [redacted] , N***, & Associates, I submit the following response:BNA: "Mr [redacted] became a patient in our office on 6/9/2017.? He was informed of our office policies regarding appointments, co-insurances, paperwork and fees.? To date, we have done multiple sets of paperwork for him,..."Me:? TrueBNA: "...often he would call our office stating his paperwork needs to be done by the end of the day, we would accommodate him on an emergency basis."Me:? [redacted] Insurance, who is in charge of my short-term and long-term disability policies through my employer, periodically send me paperwork for the doctor to complete.? I would give the doctor's office the paperwork, and they would complete and fax the forms in a timely matter.? On numerous occasions, I would not hear from [redacted] and call them only to find out that they weren't satisfied with the paperwork received--they wanted more and more and more information.? [redacted] was withholding payments to me pending receipt of whatever new and ridiculous items they felt they were missing from my case file.? I never, ever insinuated that the doctor's office wasn't providing exactly what [redacted] was asking for, and I never questioned the timing of the responses from the doctor's office to ***.? It appeared that it was all being handled by the doctor's office in a professional, timely manner.? I do not, however, ever recall asking them to fill out any paperwork by the end of any given day nor was I ever told that they were responding to ***'s requests "on an emergency basis".? Were there conversations and paperwork going on directly between [redacted] and the doctor's office that I was not aware of?? I don't think so but I do know that stating that I asked for things to be done in such a way as to call them an emergency is just untrue.? When I asked them to send things to ***, I fully trusted that they would do it and do it in a timely manner--in other words, as soon as they were able versus drop everything for me.BNA: "In addition, we received notices not until from his insurance company that patient's policy had terminated on 10/30/2017, and they wanted their payments back.? Patient never informed us of this, which he already had knowledge of.? I then called Mr [redacted] and he stated he would contact his insurance company and call our office back.? Months kept passing and finally in May Mr [redacted] 's insurance was reinstated."Me:? There is barely a shred of truth in this!? Because I was on disability and not receiving regular paychecks, my employee benefits were not being deducted from my pay.? The payment for those benefits was being billed directly to me.? Since [redacted] was playing games with my life, I had no income and was, therefore, unable to pay for my benefits.? We discovered that our health coverage had been cancelled when I went to the pharmacy to get a prescription filled (which had been denied by our prescription drug plan).? My wife immediately checked into this and discovered the problem.? I then contacted my employer who had my benefits reinstated with no gap in coverage (allowing us more time to make the benefit payments since we were still waiting on [redacted] to approve my disability claim).? It just so happened that I had had an appointment with the therapist during that couple of day period? which they had billed for and were denied? .? The doctor was not paid for that appointment to even ask them for that money back.? Furthermore, I told the doctor's office to re-bill the insurance company for that appointment since everything had been straightened out.? They never did that.? My wife finally called [redacted] Insurance on April 20, and asked them to reprocess the claim.? It was a very simple matter.? The doctor had his money a couple of days later for that appointment.? They would have had it months sooner had they called or sent in another claim as I had told them to do back in November!? So, to recap...they knew in November, that the? October 30th? claim was denied because we had been dropped from insurance; they were told right after we received their bill for that date to resubmit the claim or make a simple phone call to have it reprocessed because we had straightened out the whole mess on our end; they never got payment for that date to need to be returned much less for that to have all happened in 2018; the patient did discuss the matter with them; and the lapse of our health insurance was reinstated (within a matter of days) retroactively resulting in full coverage for the entire time that I have been their patient.BNA:? "In addition, Mr [redacted] was on a payment plan and did not make a payment for his co-payment from his 2/8/visit until 5/9/2018, at which time he also paid for the paperwork that we filled out on his behalf."Me:? From the time of the appointment in October until the problems with this office came to light in April, I had several appointments with the doctor and therapist.? For the balance of 2017, co-payments were made as usual at the time of the appointments.? With the start of 2018, insurance deductibles had yet to be met.? I had continued making co-payments at the time of my appointments; however, I still owed money because our deductible had not yet been met for this year.? About this same time, I received notification that my disability claims with [redacted] and Social Security had been denied and that I would have to request appeals of those decisions (which I have).? This meant more months of no income for me.? We were barely keeping our head above water on my wife's Social Security and help from our children while the shut-off notices, insurance payments, tax bills, and medical bills (besides that of this doctor) continued to come in the mail.? After having seen DrN [redacted] on? January 16thand my therapist, Karen P***, on? January 18th and February 8th, I was told that they would not schedule me for any further appointments until my bill was PAID IN FULL.? The total bill at this point was $which included the charge of $for the October 30, appointment which should have been long-since resolved.? Bottom line:? I owed them $which I don't consider an exceptionally large amount (except when I'm broke) and I really had not owed this for very long.? Frankly, it seemed a bit over-the-top to be keeping me from treatment and holding hostage my means to receiving income.? This put me in quite a predicament because I needed to be seen and any needed paperwork done so that I could appeal my cases with [redacted] and Social Security.? Without those disability payments, I wasn't sure how I would ever be able to pay this bill or any others.? In mid-March, I dropped off paperwork so that I could get a small income from a private policy I have with [redacted] .? After receiving a 2nd notice from [redacted] dated? April 6th? that the needed paperwork had not been received, I called the doctor's office.? It was "implied" that the paperwork wasn't being completed because of my outstanding bill.? I asked them if I could make payments, get my forms filled out, and resume treatment and was told no.? I could make payments but until the account was current, no further appointments would be scheduled.? THEY never put me on a payment plan--I TOLD THEM that I would start making payments (and did so beginning with a $payment on? April 26th).? It was suggested that other members of my family pay my bill even though those other members were the ones covering every other expense of our household with no money to spare.? They were no longer blaming the unfinished paperwork on my outstanding bill but rather that those type of things are done in the order in which they are received.? These papers were dropped off no later than the middle of March and it was now? April 20th.? I informed them that the October 30, claim was being reprocessed and that they should be getting payment for that from [redacted] within days (which they did).? After more frustrating phone calls, I decided to file my complaint with the Revdex.com.? It was now? May 1st, and they had been holding up my paperwork for weeks in spite of a payment toward my bill and resolution of the? October 30th? matter.? Miraculously, on the day after I filed my complaint, they finally called and said that they would send out all the paperwork they had for me if I would come in and pay their $fee for completing the forms.? (NOTE:? I've since learned that all of their fees for completing paperwork could have and should have been billed to those companies requesting the information.)? My daughter gave me the money to get these forms released which she didn't have to do nor should she have had to.? I was finally able to get my check from [redacted] and I made it a point to pay my outstanding bill in full before paying another dime to anyone else so that I could continue treatment.BNA:? "To date patient already rescheduled appointments and had been seen in our office on 5/14/18.? In addition, his medications were being filled to keep his treatment regimen of care going.? Mr [redacted] was informed on 5/18/at 1:p.mthat we received the letter from the Revdex.com, and at his upcoming appointment on? 6/14/2018? we would discuss this matter with him, and should he want to find another provider for continuation for care."Me:? I find it very hard to believe that their office did not know about my complaint to the Revdex.com until May 18th when the complaint was filed on? May 1st.? I suspect they knew pretty much immediately given their abrupt change in attitude when I got the call on? May 2nd? that my paperwork was suddenly ready to go.? As I said before, as soon as I received my [redacted] check, I paid my bill in full.? It was May 9th.? I proceeded to schedule the May 14th appointment with the therapist and a? July 6th? appointment to see the doctor which was the soonest available.? When I went to that therapist's appointment on May 14th, my therapist immediately asked me why I hadn't been in to see her in so long.? I explained the situation to her and she was stunned.? She had absolutely no knowledge of any of what had been going on.? I had my appointment as usual and scheduled my next appointment for? June 14th.? I never received any such phone call on May 18th regarding my future with those providers.? Although I considered the possibility of changing to another provider, I really don't see the need to do so.? I have been quite content with the treatment being given me by DrN [redacted] and Karen P***.? When I saw Karen, she didn't even know about any of the drama that had ensued and certainly did not indicate that I should find a different treatment team.? My problems weren't with her or the doctor personally.? As for my medications, my refills had run out during this time period and they were asked one time to provide another prescription.? They did so without a problem.? Since I was (and am) their client, I expected nothing less regardless of any other issues that were happening.What do I want going forward?? ? ? I plan to go to my appointment next week as scheduled with the idea that it is business as usual.? If they have an issue with continuing to provide my care, I am not aware of it.? Just today, I received a phone call to confirm next week's appointment.? Nothing further was said about any of this.? I want to continue to be treated by DrN [redacted] and Karen P***.? I want them to continue completing any necessary paperwork requested by my insurance companies and lawyer, and I want them to return to doing so as they had for most of my relationship with them--in a timely fashion.? I will continue to pay my co-payments at my visits as I agreed to do and have always done.? I wrote this rebuttal because I was outraged by the number of lies and half-truths that the practices' response contained.? I did not want it going on record sounding like I had filed a frivolous complaint.? Now that I've had my chance to tell my side of things, I am finished with this matter[redacted] ?

In regards to your letter dated 5/13/18, which we received on 5/16/18, please see our position, per your request.Mr*** became a patient in our office on 6/9/He was informed of our office policies regarding appointments, coinsurances, paperwork and feesTo date we have done multiple
sets of paperwork for him, often he would call our office stating his paperwork needs to be done by the end of the day, we would accommodate him on an emergency basisIn addition, we received notices not until from his insurance company that patient’s policy had terminated on 10/30/2017, and they wanted their payments backPatient never informed us of this, which he already had knowledge ofI then called Mr*** and he stated he would contact his insurance company and call our office backMonths kept passing and finally in May Mr***’s insurance was reinstatedIn addition, Mr*** was on a payment plan and did not make a payment for his copayment from his 2/8/visit until 5/9/2018, at which time he also paid for the paperwork that we filled out on his behalf.To date patient already rescheduled appointments and had been seen in our office on 5/14/In addition, his medications were being filled to keep his treatment regimen of care going.Mr*** was informed on 5/18/at 1:pm that we received the letter from the Revdex.com, and at his upcoming appointment on 6/14/we would discuss this matter with him, and should he want to find another provider for continuation of care.Sincerely,Guillermo B***, MD & Associates, PC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Dear Ms***In response to the business response from B***, N***, & Associates, I submit the following response:BNA: "Mr*** became a patient in our office on 6/9/2017.? He was informed of our office policies regarding appointments, co-insurances, paperwork and fees.? To date, we have done multiple sets of paperwork for him,..."Me:? TrueBNA: "...often he would call our office stating his paperwork needs to be done by the end of the day, we would accommodate him on an emergency basis."Me:? *** Insurance, who is in charge of my short-term and long-term disability policies through my employer, periodically send me paperwork for the doctor to complete.? I would give the doctor's office the paperwork, and they would complete and fax the forms in a timely matter.? On numerous occasions, I would not hear from *** and call them only to find out that they weren't satisfied with the paperwork received--they wanted more and more and more information.? *** was withholding payments to me pending receipt of whatever new and ridiculous items they felt they were missing from my case file.? I never, ever insinuated that the doctor's office wasn't providing exactly what *** was asking for, and I never questioned the timing of the responses from the doctor's office to ***.? It appeared that it was all being handled by the doctor's office in a professional, timely manner.? I do not, however, ever recall asking them to fill out any paperwork by the end of any given day nor was I ever told that they were responding to ***'s requests "on an emergency basis".? Were there conversations and paperwork going on directly between *** and the doctor's office that I was not aware of?? I don't think so but I do know that stating that I asked for things to be done in such a way as to call them an emergency is just untrue.? When I asked them to send things to ***, I fully trusted that they would do it and do it in a timely manner--in other words, as soon as they were able versus drop everything for me.BNA: "In addition, we received notices not until from his insurance company that patient's policy had terminated on 10/30/2017, and they wanted their payments back.? Patient never informed us of this, which he already had knowledge of.? I then called Mr*** and he stated he would contact his insurance company and call our office back.? Months kept passing and finally in May Mr***'s insurance was reinstated."Me:? There is barely a shred of truth in this!? Because I was on disability and not receiving regular paychecks, my employee benefits were not being deducted from my pay.? The payment for those benefits was being billed directly to me.? Since *** was playing games with my life, I had no income and was, therefore, unable to pay for my benefits.? We discovered that our health coverage had been cancelled when I went to the pharmacy to get a prescription filled (which had been denied by our prescription drug plan).? My wife immediately checked into this and discovered the problem.? I then contacted my employer who had my benefits reinstated with no gap in coverage (allowing us more time to make the benefit payments since we were still waiting on *** to approve my disability claim).? It just so happened that I had had an appointment with the therapist during that couple of day period? which they had billed for and were denied? .? The doctor was not paid for that appointment to even ask them for that money back.? Furthermore, I told the doctor's office to re-bill the insurance company for that appointment since everything had been straightened out.? They never did that.? My wife finally called *** Insurance on April 20, and asked them to reprocess the claim.? It was a very simple matter.? The doctor had his money a couple of days later for that appointment.? They would have had it months sooner had they called or sent in another claim as I had told them to do back in November!? So, to recap...they knew in November, that the? October 30th? claim was denied because we had been dropped from insurance; they were told right after we received their bill for that date to resubmit the claim or make a simple phone call to have it reprocessed because we had straightened out the whole mess on our end; they never got payment for that date to need to be returned much less for that to have all happened in 2018; the patient did discuss the matter with them; and the lapse of our health insurance was reinstated (within a matter of days) retroactively resulting in full coverage for the entire time that I have been their patient.BNA:? "In addition, Mr*** was on a payment plan and did not make a payment for his co-payment from his 2/8/visit until 5/9/2018, at which time he also paid for the paperwork that we filled out on his behalf."Me:? From the time of the appointment in October until the problems with this office came to light in April, I had several appointments with the doctor and therapist.? For the balance of 2017, co-payments were made as usual at the time of the appointments.? With the start of 2018, insurance deductibles had yet to be met.? I had continued making co-payments at the time of my appointments; however, I still owed money because our deductible had not yet been met for this year.? About this same time, I received notification that my disability claims with *** and Social Security had been denied and that I would have to request appeals of those decisions (which I have).? This meant more months of no income for me.? We were barely keeping our head above water on my wife's Social Security and help from our children while the shut-off notices, insurance payments, tax bills, and medical bills (besides that of this doctor) continued to come in the mail.? After having seen DrN*** on? January 16thand my therapist, Karen P***, on? January 18th and February 8th, I was told that they would not schedule me for any further appointments until my bill was PAID IN FULL.? The total bill at this point was $which included the charge of $for the October 30, appointment which should have been long-since resolved.? Bottom line:? I owed them $which I don't consider an exceptionally large amount (except when I'm broke) and I really had not owed this for very long.? Frankly, it seemed a bit over-the-top to be keeping me from treatment and holding hostage my means to receiving income.? This put me in quite a predicament because I needed to be seen and any needed paperwork done so that I could appeal my cases with *** and Social Security.? Without those disability payments, I wasn't sure how I would ever be able to pay this bill or any others.? In mid-March, I dropped off paperwork so that I could get a small income from a private policy I have with ***.? After receiving a 2nd notice from *** dated? April 6th? that the needed paperwork had not been received, I called the doctor's office.? It was "implied" that the paperwork wasn't being completed because of my outstanding bill.? I asked them if I could make payments, get my forms filled out, and resume treatment and was told no.? I could make payments but until the account was current, no further appointments would be scheduled.? THEY never put me on a payment plan--I TOLD THEM that I would start making payments (and did so beginning with a $payment on? April 26th).? It was suggested that other members of my family pay my bill even though those other members were the ones covering every other expense of our household with no money to spare.? They were no longer blaming the unfinished paperwork on my outstanding bill but rather that those type of things are done in the order in which they are received.? These papers were dropped off no later than the middle of March and it was now? April 20th.? I informed them that the October 30, claim was being reprocessed and that they should be getting payment for that from *** within days (which they did).? After more frustrating phone calls, I decided to file my complaint with the Revdex.com.? It was now? May 1st, and they had been holding up my paperwork for weeks in spite of a payment toward my bill and resolution of the? October 30th? matter.? Miraculously, on the day after I filed my complaint, they finally called and said that they would send out all the paperwork they had for me if I would come in and pay their $fee for completing the forms.? (NOTE:? I've since learned that all of their fees for completing paperwork could have and should have been billed to those companies requesting the information.)? My daughter gave me the money to get these forms released which she didn't have to do nor should she have had to.? I was finally able to get my check from *** and I made it a point to pay my outstanding bill in full before paying another dime to anyone else so that I could continue treatment.BNA:? "To date patient already rescheduled appointments and had been seen in our office on 5/14/18.? In addition, his medications were being filled to keep his treatment regimen of care going.? Mr*** was informed on 5/18/at 1:p.mthat we received the letter from the Revdex.com, and at his upcoming appointment on? 6/14/2018? we would discuss this matter with him, and should he want to find another provider for continuation for care."Me:? I find it very hard to believe that their office did not know about my complaint to the Revdex.com until May 18th when the complaint was filed on? May 1st.? I suspect they knew pretty much immediately given their abrupt change in attitude when I got the call on? May 2nd? that my paperwork was suddenly ready to go.? As I said before, as soon as I received my *** check, I paid my bill in full.? It was May 9th.? I proceeded to schedule the May 14th appointment with the therapist and a? July 6th? appointment to see the doctor which was the soonest available.? When I went to that therapist's appointment on May 14th, my therapist immediately asked me why I hadn't been in to see her in so long.? I explained the situation to her and she was stunned.? She had absolutely no knowledge of any of what had been going on.? I had my appointment as usual and scheduled my next appointment for? June 14th.? I never received any such phone call on May 18th regarding my future with those providers.? Although I considered the possibility of changing to another provider, I really don't see the need to do so.? I have been quite content with the treatment being given me by DrN*** and Karen P***.? When I saw Karen, she didn't even know about any of the drama that had ensued and certainly did not indicate that I should find a different treatment team.? My problems weren't with her or the doctor personally.? As for my medications, my refills had run out during this time period and they were asked one time to provide another prescription.? They did so without a problem.? Since I was (and am) their client, I expected nothing less regardless of any other issues that were happening.What do I want going forward?? ? ? I plan to go to my appointment next week as scheduled with the idea that it is business as usual.? If they have an issue with continuing to provide my care, I am not aware of it.? Just today, I received a phone call to confirm next week's appointment.? Nothing further was said about any of this.? I want to continue to be treated by DrN*** and Karen P***.? I want them to continue completing any necessary paperwork requested by my insurance companies and lawyer, and I want them to return to doing so as they had for most of my relationship with them--in a timely fashion.? I will continue to pay my co-payments at my visits as I agreed to do and have always done.? I wrote this rebuttal because I was outraged by the number of lies and half-truths that the practices' response contained.? I did not want it going on record sounding like I had filed a frivolous complaint.? Now that I've had my chance to tell my side of things, I am finished with this matter.*** ** ***?