Intermountain Medical Group

Re: Complaint ID *** The subject of this complaint involves two separate accounts for services provided to different individualsWe do not have record of having told the complainant that the accounts would or could be combined as our systems do not accommodate doing soTherefore, both
accounts have been active since the time services were rendered to the respective individualsThe complainant called to set up a budget plan on the first account on October 17, and a total of three payments were received on the account in on October 30, 2914, November 25,2014,and December 26, No payments were received for the next three consecutive monthsTherefore, the budget plan was canceled and the account was sent to collections in the fourth month of nonpayment in accordance with company guidelinesThe complainant's spouse called to set up a budget plan on the second account on April 27, and made the first payment that same dayNo additional payments were made on this accountThis account was erroneously sent to collections on June 30, but was subsequently recalled because the account was sent to collections too early pursuant to company guidelinesOur billing office hours were previously 9:00a.mto 4:30p.mbut were changed to 9:00a.mto 5:p.mseveral months agoOur phone lines are set up so that callers are never routed to voicemailThe complainant may call anytime during regular business hours and will reach a live person for assistanceWe have already been in contact with the complainant regarding the status of each of the accountsShould there be further concerns, we will always attempt to work towards satisfactory resolution