ICare Medical

We have received lie complaint letter regarding patient [redacted] ***All patient complaints are taken seriously and we want to [redacted] you that the problem she brought to our attention is being addressed It is unfortunate that there has been an apparent misunderstanding regarding the information provided upon cheto our Facility with our receptionistand Ms [redacted] Our receptionists only have access to check a patient’s eligibility and copay status upon cheand are not trained to verify how claims will pay or processFurtheminre, we feel hatis the responsibility of each palicill to understand their chosen insurance plan and to know whether they will he responsible for any deductibles or coinsurance that may incur at our facility or elsewhere I did send Ms [redacted] statement showing a balance due to our facilityThis balance is attributed to the deductiblethat [redacted] states she is responsible thy We are sorry for any inconvenience, Ms [redacted] has experienced regarding this complaint However we feel that we cannot settle with a zero charge to bet’, as this would be considered insurance fraud on our partIf she feels that her insurance should provide 100% coverage for the pi-oceclures that she received at our facility, site will have to contact [redacted] to resolve that issueI will gladly speak to an [redacted] representative or rebill the claim if the charges are to be covered in hill Thank you for your cooperation with this matterWe hope that the information provided will assist the patient to have a better understanding of her insurance coverage and benefits

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. As stated in my original complaint, I only went into the ICare facility to get a quote on what the cost would be to have my skin tags removed. I did not plan on having them removed at that time, but did, because the receptionist told me it wouldn't cost me anything. I have been to many doctors, dentists, and eye care specialists. I've asked how much a procedure or eye glasses would cost with my insurance, and have always been given the CORRECT price of the service or product. I WAS TOLD IT WOULD NOT COST ME ANYTHING after she took my insurance card. I expect them to keep their word on the cost = $0! Regards, [redacted] ***

May 6, 2016Revdex.com of Western Pennsylvania*** *** *** *** *** ** ***Phone: ***Fax: ***Dear ***,We have received the complaint letter regarding patient *** ** ***All patient complaints are taken seriously and we want to assure you that the problem he
brought to our attention has been thoroughly investigatedIt is unfortunate that Mr*** feels his condition was not treated correctly and that he was sent to a debt collector unjustly.We did an extensive medical review with the patient and due to his medical condition we preformed the procedure as best we could and advised him to seek follmedical treatment with his Primary Doctor as soon as he returned to his state of residence.As for the balance due, we verified with the patient at the time of his visit, his current address and after the insurance processed and paid the claim, he was left with a balance of $We billed the patient statement to the address that we were provided with at the time of his visit on dates 03/31/and also on 06/30/We did not receive any mail labeled as “return to sender” or “unable to forward” therefore if we do nto receive payment or a phone call to set up a payment plan, unfortunately we have to send the unpaid patient balances to a collection agency to attempt to collection the balances due to usIf this is the case, then the insurance agency also has a fee for service that is applied to the patient billIn this case it is $making Mr***’s total balance due $37.50.We are sorry for any inconvenience Mr*** has experienced regarding this complaintHowever we feel that we preformed an accurate assessment of the patient’s condition and treated him with the best care that we could, given this patient’s extensive medical historyI will gladly speak to the collection agency involved to have their charges rescinded and also to make sure that Mr***’s credit report is not affected by this occurrence.Thank you for your cooperation with this matterWe have reached out on 5/4/to the phone number provided for the patient and left a message for the patient to return our call to reconcile the claimAs of today 5/6/we have not received a call back from the patient.Sincerely, Jeanna A***Practice Manager

May 6, 2016Revdex.com of Western Pennsylvania*** *** *** *** *** ** ***Phone: ***Fax: ***
Dear ***,We have received the complaint letter regarding patient *** ** ***All
patient complaints are taken seriously and we want to assure you that the problem he brought to our attention has been thoroughly investigatedIt is unfortunate that Mr*** feels his condition was not treated correctly and that he was sent to a debt collector unjustly.We did an extensive medical review with the patient and due to his medical condition we preformed the procedure as best we could and advised him to seek follmedical treatment with his Primary Doctor as soon as he returned to his state of residence.As for the balance due, we verified with the patient at the time of his visit, his current address and after the insurance processed and paid the claim, he was left with a balance of $We billed the patient statement to the address that we were provided with at the time of his visit on dates 03/31/and also on 06/30/We did not receive any mail labeled as “return to sender” or “unable to forward” therefore if we do nto receive payment or a phone call to set up a payment plan, unfortunately we have to send the unpaid patient balances to a collection agency to attempt to collection the balances due to usIf this is the case, then the insurance agency also has a fee for service that is applied to the patient billIn this case it is $making Mr***’s total balance due $37.50.We are sorry for any inconvenience Mr*** has experienced regarding this complaintHowever we feel that we preformed an accurate assessment of the patient’s condition and treated him with the best care that we could, given this patient’s extensive medical historyI will gladly speak to the collection agency involved to have their charges rescinded and also to make sure that Mr***’s credit report is not affected by this occurrence.Thank you for your cooperation with this matterWe have reached out on 5/4/to the phone number provided for the patient and left a message for the patient to return our call to reconcile the claimAs of today 5/6/we have not received a call back from the patient.Sincerely,
Jeanna A***Practice Manager

We have received lie complaint letter regarding patient [redacted]. All patient
complaints are taken seriously and we want to [redacted] you that the problem she brought to
our attention is being addressed.
It is unfortunate that there has been an apparent...

misunderstanding regarding the
information provided upon check-ia to our Facility with our receptionist. and Ms. [redacted]
Our receptionists only have access to check a patient’s eligibility and copay status upon
check-in and are not trained to verify how claims will pay or process. Furtheminre, we
feel hat. is the responsibility of each palicill to understand their chosen insurance plan and
to know whether they will he responsible for any deductibles or coinsurance that may
incur at our facility or elsewhere.
I did send Ms. [redacted] statement showing a balance due to our facility. This balance is
attributed to the deductible. that [redacted] states she is responsible thy.
We are sorry for any inconvenience, Ms. [redacted] has experienced regarding this complaint.
However we feel that we cannot settle with a zero charge to bet’, as this would be
considered insurance fraud on our part. If she feels that her insurance should provide
100% coverage for the pi-oceclures that she received at our facility, site will have to
contact [redacted] to resolve that issue. I will gladly speak to an [redacted] representative or
rebill the claim if the charges are to be covered in hill.
Thank you for your cooperation with this matter. We hope that the information provided
will assist the patient to have a better understanding of her insurance coverage and
benefits.

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.
As stated in my original complaint, I only went into the ICare facility to get a quote on what the cost would be to have my skin tags removed.  I did not plan on having them removed at that time, but did, because the receptionist told me it wouldn't cost me anything.  I have been to many doctors, dentists, and eye care specialists.  I've asked how much a procedure or eye glasses would cost with my insurance, and have always been given the CORRECT price of the service or product.   I WAS TOLD IT WOULD NOT COST ME ANYTHING after she took my insurance card.  I expect them to keep their word on the cost = $0! 
Regards,
[redacted]

Review: While traveling to see my family in Pennsylvania one year ago, I had a small medical issue that was causing discomfort, but not so much that I needed to go to the ER. I went to their Monroeville clinic. This isn't a business review, but I will simply say that the procedure was not performed correctly and I had to go to another doctor in Chicago to fix the initial procedure. When I got the bill in the mail, I wrote a check for $37.50 and sent it in the mail, not thinking anything of it. Yesterday, I received a notice from a debt collection agency. Upon checking my bank account, the check was never cashed. I received no proper follow-up from the business. Their method of settling the claim was directly to a debt collector, potentially harming my credit history.Desired Settlement: I want the business to contact me directly so that I can settle my claim with them. This should not appear on my credit report nor should it have gone to a debt collector.

Business

Response:

May 6, 2016Revdex.com of Western Pennsylvania[redacted]Phone: [redacted]Fax: [redacted]Dear [redacted],We have received the complaint letter regarding patient [redacted]. All patient complaints are taken seriously and we want to assure you that the problem he brought to our attention has been thoroughly investigated. It is unfortunate that Mr. [redacted] feels his condition was not treated correctly and that he was sent to a debt collector unjustly.We did an extensive medical review with the patient and due to his medical condition we preformed the procedure as best we could and advised him to seek follow-up medical treatment with his Primary Doctor as soon as he returned to his state of residence.As for the balance due, we verified with the patient at the time of his visit, his current address and after the insurance processed and paid the claim, he was left with a balance of $25.00. We billed the patient statement to the address that we were provided with at the time of his visit on dates 03/31/15 and also on 06/30/15. We did not receive any mail labeled as “return to sender” or “unable to forward” therefore if we do nto receive payment or a phone call to set up a payment plan, unfortunately we have to send the unpaid patient balances to a collection agency to attempt to collection the balances due to us. If this is the case, then the insurance agency also has a fee for service that is applied to the patient bill. In this case it is $12.00 making Mr. [redacted]’s total balance due $37.50.We are sorry for any inconvenience Mr. [redacted] has experienced regarding this complaint. However we feel that we preformed an accurate assessment of the patient’s condition and treated him with the best care that we could, given this patient’s extensive medical history. I will gladly speak to the collection agency involved to have their charges rescinded and also to make sure that Mr. [redacted]’s credit report is not affected by this occurrence.Thank you for your cooperation with this matter. We have reached out on 5/4/16 to the phone number provided for the patient and left a message for the patient to return our call to reconcile the claim. As of today 5/6/16 we have not received a call back from the patient.Sincerely, Jeanna A[redacted]Practice Manager

Review: I walked into the newly opened ICare Medical facility located at 4905 William Penn Hwy, Monroeville, PA 15146 on August 8, 2014 to inquire how much it would cost to have my skin tags removed. The receptionist at the front desk asked for my health insurance card to check. A few minutes later, she said there would be no charge to me and they could take me right than since no one else was waiting. I said ok, lets do this now since it wouldn't cost me anything. A month later, I received a bill for $170.01! I called the billing department to explain the situation and that I was told it would not cost me anything. They said I had to pay and that the person at the front desk was only checking to see if I had a copay and the best she could do was give me a $30.00 discount. It's clear to me, based on these facts, that the receptionist intentionally or unintentionally misrepresented the facility and that I should not be held financially responsible for HER misrepresentation!Desired Settlement: Zero charge to me as I was informed above.

Business

Response:

We have received lie complaint letter regarding patient [redacted]. All patient

complaints are taken seriously and we want to [redacted] you that the problem she brought to

our attention is being addressed.

It is unfortunate that there has been an apparent misunderstanding regarding the

information provided upon check-ia to our Facility with our receptionist. and Ms. [redacted]

Our receptionists only have access to check a patient’s eligibility and copay status upon

check-in and are not trained to verify how claims will pay or process. Furtheminre, we

feel hat. is the responsibility of each palicill to understand their chosen insurance plan and

to know whether they will he responsible for any deductibles or coinsurance that may

incur at our facility or elsewhere.

I did send Ms. [redacted] statement showing a balance due to our facility. This balance is

attributed to the deductible. that [redacted] states she is responsible thy.

We are sorry for any inconvenience, Ms. [redacted] has experienced regarding this complaint.

However we feel that we cannot settle with a zero charge to bet’, as this would be

considered insurance fraud on our part. If she feels that her insurance should provide

100% coverage for the pi-oceclures that she received at our facility, site will have to

contact [redacted] to resolve that issue. I will gladly speak to an [redacted] representative or

rebill the claim if the charges are to be covered in hill.

Thank you for your cooperation with this matter. We hope that the information provided

will assist the patient to have a better understanding of her insurance coverage and

benefits.

Consumer

Response:

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.

As stated in my original complaint, I only went into the ICare facility to get a quote on what the cost would be to have my skin tags removed. I did not plan on having them removed at that time, but did, because the receptionist told me it wouldn't cost me anything. I have been to many doctors, dentists, and eye care specialists. I've asked how much a procedure or eye glasses would cost with my insurance, and have always been given the CORRECT price of the service or product. I WAS TOLD IT WOULD NOT COST ME ANYTHING after she took my insurance card. I expect them to keep their word on the cost = $0!

Regards,