Hotel Scottsdale

Initial Business Response / [redacted] (1000, 8, 2017/07/18) */ ON 6/27/I spoke to [redacted] Lafoon, about an issue we were having with her Allstate insurance not payingThe reason Allstate was not paying is they had requested an independent medical examI was trying to find out if that had been done or scheduledShe stated Allstate needed our records, I informed her that Allstate has all of her records from usShe asked if we could do a way call with them and I agreedThe gentleman that spoke to us from Allstate was not her direct claims rep but seemed aware of the caseHe stated Allstate needed records from her primary care physician, as to the medical necessity of continued physical therapyAfter we hang up with Allstate, there was much discussion about continuing physical therapyI told [redacted] twice that I had spoken with the Supervisor at the UNR office Jon Hodges, DPT, ( he had looked over her chart) and we were in agreement that if the insurance was wanting a independent review and they had stopped payment, that Nevada physical therapy would discontinue her treatment until the review was doneThis was not my decision but the decision of a Licensed physical therapistI did discuss and [redacted] mentioned using her commercial insuranceHowever that insurance is on a fiscal year plan and the deductible starts over on July I stated she could be liable for that deductible if Allstate should stop payingShe did not want to pay out of pocketSo we set up one more visit for her as a discharge eval on 6/29/ Please note [redacted] had visits with Nevada Physical therapyand at another Physical Therapy office prior to coming to usHer original physical therapist at Nevada Physical Therapy saw her for visits and left for maternity leave and a different physical therapist was assigned to her case Initial Consumer Rebuttal / [redacted] (3000, 10, 2017/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't feel that Kathy was professional in the way she spoke to meShe was extremely rude and made me feel isolated in my treatment I received from NV PTI have since received notification from Allstate Med Pay that they have made payments for remaining physical therapy bills and yet I have not been contacted directly by Nevada Physical for an apology or for a status as to the outstanding balance on my account, even though I've left them voicemailsI do not feel it is the office manager's place to tell a patient when her treatment needs to stop--even if she consulted with a supervisorI was NEVER addressed by any physical therapist at my last scheduled visit about how they felt my treatment had gone or why the treatment was abruptly stoppingI was extremely uncomfortable being at NV PT after the way Kathy treated meAs far as being able to use my health insurance from my employer Kathy told me that since Allstate Medpay had sent her communications that they were to be the primary, she was unable to legally bill my medical insuranceKathy treated me as though I had wronged the company when in fact I was only trying to figure out what had happenedI have worked with Allstate since to ensure NV PT has been paid even though Allstate was given medical records by Kathy they still required additional informationI was never kept in the loop about the bills not being paid until the end of June when I had my last interaction with KathyThe independent medical exam has been scheduled for 8/7/17; and I've since had to get trigger point injections in my back to help with the painI would never refer anyone to NV PT after the way Kathy treated meI would like to be contacted by NV PT to be told of any remaining balanced owed to themIt is my top priority to ensure the bills get paid, even though NV PT is no longer providing me with treatmentI have left them multiple voicemails and I have not received a call back Final Consumer Response / [redacted] (2000, 14, 2017/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for apologizing and thank you for sending a print out of the outstanding balanceAll I have ever wanted to do is make sure the NV PT is paid in full so that I could ensure I was able to receive treatmentCan you please let me know if you have re-sent the bills for the following dates of service: 5/5/ 5/17/ 5/19/ 5/22/ 5/26/ 5/31/ 6/2/ 6/5/ 6/29/ to ensure that All State Med pay will pay these bills promptly? I sent them the outstanding invoice you sent to me, however I don't know if they need actual copies of the billsIf you would like to send me detailed copies of the bills, I will send them to All State Med Pay directlyI fear if they don't receive another copy of the detailed bills they won't pay them and I want to ensure you receive payments for each date of service Final Business Response / [redacted] (4000, 12, 2017/07/24) */ The first voicemail that was left my [redacted] was on Monday 7/at pmI am not in on Monday afternoonHer message stated she would like either a mailed copy of the bills Allstate has not paid on or a return callOn Tuesday 7/when the message was retrieved, Nevada Physical therapy thought it would be best to mail a copy of her billIt was put in the mail that dayMail is only picked up one time at our office, so I'm not sure if it actually went out on Tuesday or WednesdayThe next voicemail from [redacted] was on Wednesday 7/at 3:20pmThe office where the billing is housed is not open on WednesdayBecky S from our office called [redacted] on Thursday 7/it inform her that we had mailed out a bill to her as she had requested in her voicemailIf a voicemail is left on a day or time we are not in, it is our practice to call back the following day MsLafoon, I am sorry if you felt I was rude to youIt is our company's policy for the office manager to speak with patients (after I have talked to the treating Physical therapist) I thank you for all your efforts in getting your bill paid thru AllstateI wish you the best in your future treatment from your auto accident

Initial Business Response /* (1000, 8, 2017/07/18) */
ON 6/27/I spoke to *** Lafoon, about an issue we were having with her Allstate insurance not payingThe reason Allstate was not paying is they had requested an independent medical examI was trying to find out if that had been done or
scheduledShe stated Allstate needed our records, I informed her that Allstate has all of her records from usShe asked if we could do a way call with them and I agreedThe gentleman that spoke to us from Allstate was not her direct claims rep but seemed aware of the caseHe stated Allstate needed records from her primary care physician, as to the medical necessity of continued physical therapyAfter we hang up with Allstate, there was much discussion about continuing physical therapyI told *** twice that I had spoken with the Supervisor at the UNR office Jon Hodges, DPT, ( he had looked over her chart) and we were in agreement that if the insurance was wanting a independent review and they had stopped payment, that Nevada physical therapy would discontinue her treatment until the review was doneThis was not my decision but the decision of a Licensed physical therapistI did discuss and *** mentioned using her commercial insuranceHowever that insurance is on a fiscal year plan and the deductible starts over on July I stated she could be liable for that deductible
if Allstate should stop payingShe did not want to pay out of pocketSo we set up one more visit for her as a discharge eval on 6/29/
Please note *** had visits with Nevada Physical therapyand at another Physical Therapy office prior to coming to usHer original physical therapist at Nevada Physical Therapy saw her for visits and left for maternity leave and a different physical therapist was assigned to her case
Initial Consumer Rebuttal /* (3000, 10, 2017/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't feel that Kathy was professional in the way she spoke to meShe was extremely rude and made me feel isolated in my treatment I received from NV PTI have since received notification from Allstate Med Pay that they have made payments for remaining physical therapy bills and yet I have not been contacted directly by Nevada Physical for an apology or for a status as to the outstanding balance on my account, even though I've left them voicemailsI do not feel it is the office manager's place to tell a patient when her treatment needs to stop--even if she consulted with a supervisorI was NEVER addressed by any physical therapist at my last scheduled visit about how they felt my treatment had gone or why the treatment was abruptly stoppingI was extremely uncomfortable being at NV PT after the way Kathy treated meAs far as being able to use my health insurance from my employer Kathy told me that since Allstate Medpay had sent her communications that they were to be the primary, she was unable to legally bill my medical insuranceKathy treated me as though I had wronged the company when in fact I was only trying to figure out what had happenedI have worked with Allstate since to ensure NV PT has been paid even though Allstate was given medical records by Kathy they still required additional informationI was never kept in the loop about the bills not being paid until the end of June when I had my last interaction with KathyThe independent medical exam has been scheduled for 8/7/17; and I've since had to get trigger point injections in my back to help with the painI would never refer anyone to NV PT after the way Kathy treated meI would like to be contacted by NV PT to be told of any remaining balanced owed to themIt is my top priority to ensure the bills get paid, even though NV PT is no longer providing me with treatmentI have left them multiple voicemails and I have not received a call back
Final Consumer Response /* (2000, 14, 2017/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for apologizing and thank you for sending a print out of the outstanding balanceAll I have ever wanted to do is make sure the NV PT is paid in full so that I could ensure I was able to receive treatmentCan you please let me know if you have re-sent the bills for the following dates of service: 5/5/
5/17/
5/19/
5/22/
5/26/
5/31/
6/2/
6/5/
6/29/
to ensure that All State Med pay will pay these bills promptly? I sent them the outstanding invoice you sent to me, however I don't know if they need actual copies of the billsIf you would like to send me detailed copies of the bills, I will send them to All State Med Pay directlyI fear if they don't receive another copy of the detailed bills they won't pay them and I want to ensure you receive payments for each date of service
Final Business Response /* (4000, 12, 2017/07/24) */
The first voicemail that was left my *** was on Monday 7/at pmI am not in on Monday afternoonHer message stated she would like either a mailed copy of the bills Allstate has not paid on or a return callOn Tuesday 7/when the message was retrieved, Nevada Physical therapy thought it would be best to mail a copy of her billIt was put in the mail that dayMail is only picked up one time at our office, so I'm not sure if it actually went out on Tuesday or WednesdayThe next voicemail from *** was on Wednesday 7/at 3:20pmThe office where the billing is housed is not open on WednesdayBecky S from our office called *** on Thursday 7/it inform her that we had mailed out a bill to her as she had requested in her voicemailIf a voicemail is left on a day or time we are not in, it is our practice to call back the following day
MsLafoon, I am sorry if you felt I was rude to youIt is our company's policy for the office manager to speak with patients (after I have talked to the treating Physical therapist) I thank you for all your efforts in getting your bill paid thru AllstateI wish you the best in your future treatment from your auto accident