Hackensack Pediatrics

[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 meI have in received a refund and I am satisfied Regards, [redacted] ***

[redacted] recieved a check from our office in January of for $440.00, which was cashed I have left seveal messages for [redacted] ***, but I have not yet received a return call If you need any additional information from me please do not hesitate to call me at *** [redacted] Thank you

[redacted] recieved a check from our office in January of 2015 for $440.00, which was cashed.  I  have left seveal messages for [redacted], but I have not yet received a return call.  If you need any additional information from me please do not hesitate to call me at [redacted]...

[redacted]Thank you

[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. I have in received a refund and I am satisfied.
Regards,
[redacted]

Review: We had our first child and start going to this Pediatrics since Dec/2010. As being first time parent, we didn't know we are not suppose to pay co-pay for wellness visit. There's numerous check up/wellness visit for new born baby, we PAID co-pay for every single wellness visit. Nurses who checked-in us NEVER asked me whether if it was sick visit or wellness visit nor told me I don't have to pay for wellness visit. There were couple of incidents (about less than 5 times) that they said we have a "credit" from last visit and we don't have to pay any copay for this time. I asked them what is that "credit" but without any detail explanation, all they said we don't have to pay co-pay for "today's" visit. After two year's of dutifully paid visits, we finally learned that there should be no co-pay for any wellness visits for new born babies. I already confirmed with my insurance and they told me I'm entitled for reimbursement. When I contacted Hankensack Pedeatrics billing department and confront them with this issue, they sent me a check amount of $72 something. I asked them how they came up with this amount but they said this is all they owed me. I asked them to send me the all the record of our paid transaction since Dec/2010 but what they sent me was complicated accounting document that only accounting specialist would able to know.I called them again and said I don't really understand their document and also it didn't seem right. Then they finally said they still owe us another $21 and they will send us the check. Again, I asked them how they came up with that amount but they still cannot explain. I told them not to send me that $21 something check until we clarify this issues. This has been on going matter since November 2012 and I spoke to them again on March 2013 due to no follow up from them. Still no response from them, I called them again on 10/15/2013 and all they said they will look into it. I liked all the doctors we met there but their service/practice is very deceiving & misleading.Desired Settlement: I want refund for all the wellness visit we paid.As I mentioned above, there were couple of incidents that nurse told me we have "credit" and we don't have to pay co-pay (and this was also our wellness visit).Besides this "credits" and $72 check they sent me, I'm positive there is more to be refunded since our visit Dec/2010, 2011, 2012, and up to June 2013.

Business

Response:

Dear Revdex.com, Thank you for your correspondence. I have called Mrs. [redacted] and we are gathering all of the billing details from her visits here since her son was born. I reassured her that there has been no fraud or deception and that the policy of collecting a copay for well visits was a well established one for many years in most offices in the U.S. It is only over the past year that now insurance companies authorized well visits are to be without a copay. Previously it was the norm for about 50% of insurance companies to still require a copay with all visits (including well visits or sick visits). So the office policy used to be to collect a copay with all visits. Once it became clear that her insurance did not require a copay for well visits, then future copays were no longer collected. However, she had accrued some credits which have always been monitored in her account. These credits were applied when she would show up with her son for sick visits (as the insurance required her to pay a copay during sick visits). I reassured her that any extra money paid towards well visit copays is fully documented in our electronic practice management system and any credits that were applied (where copays were NOT collected) are all documented in the system. I also promised her that if any extra money is still left on her account as credit, it will be fully refunded to her. Our billing company and my office manager are putting together a full, detailed and clear list of all copays paid (with dates of service), credits used (with dates of service), money refunded, and any residual amounts leftover. The person she spoke with a few months back resigned and our office manager and billing department changed. The person she spoke with on October 15th has been away since and is returning next week (that was the reason for the lack of recent response). I promised mom that I will have this ready for her in the next couple of weeks so we are all on the same wavelength and that there are no misunderstandings or outstanding credits due. Mom stated that she loves coming to our office and is very happy with our doctors and plans to continue to keep coming to our office for many more years. She appreciated my phone call and appreciates my helping clarify any misunderstandings with the previous billing concerns.

Sent on: 10/31/2013 1:11:15 PM

Business

Response:

Dear Revdex.com, I previously responded to this complaint stating that we will look into the details and contact the patient with a resolution. After reviewing the patients billing account with us it turned out that we did NOT owe the patient any money. In fact, the patient still owed us some money. I met with Mrs. [redacted] and discussed the details of her billing account showing her a detailed breakdown of all payments made and all credits applied. She could also clearly see that we did not owe them any money and that they actually had a balance owing us a small amount of money. I have waived this amount and zeroed out their balance as a courtesy. At this point the issue is resolved on both ends. Mrs. [redacted] said she would try to remove the complaint from the Revdex.com website if she could.

Review: The doctors office had me pay for my sons first doctors visit on October 22 2014 up front even though he was covered under my insurance. When I paid them on October 22, 2014 it was so that my son could have his first shots on time. The office said they would credit or refund the amount owed for these services when they were paid by the insurance. The office submitted the claim and was paid as agreed by my insurance company. I have spoken with the billing department several times over the last few months and they told me they would refund me for the services immediately. However, I was never refunded. For the last few months, the doctors office said they would refund me immediately. I expected them to cut me a check today (as they agreed yesterday) but they have not. Today, the billing department has indicated that when the insurance company pays them for additional claims from the hospital, they will refund me for these services. This is not right. My son has been covered by insurance and any claims related to his birth are covered by insurance. The billing department is holding my credit and refund for these services when they have been paid by insurance for these services. They will also be paid by my medical insurance for any other services. When I signed the credit card receipt to pay the office $440 on October 22, 2014, it was ONLY for my son to have his first shots. These were covered by insurance and they were paid for these by insurance. Therefore, the doctors office has been doubly paid for the same service. In addition, they are refusing to refund me after giving me the run around for months.

Business

Response:

[redacted] recieved a check from our office in January of 2015 for $440.00, which was cashed. I have left seveal messages for Ms Brown, but I have not yet received a return call. If you need any additional information from me please do not hesitate to call me at [redacted]Thank you

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have in received a refund and I am satisfied.

Regards,