J & R Tree Service

[redacted] *** [redacted] *** [redacted] [redacted] * [redacted] Dear Ms***, Thank you for contacting Vail Valley Medical Center regarding the recent customer concern registered with the Revdex.com We value and appreciate patient feedback to our organizationVail Valley Medical Center has a formal process to review all patient complaints and ensure the patient's concerns are investigated and responded to in a timely matterWe have followed this process in regards to Ms [redacted] concerns and have contacted her directly to provide further communication and explanationAt this time we believe she is satisfied with the resolutionThank you for sending this feedback and providing us the opportunity to address Ms [redacted] concernsUnderstanding where we can improve on the service we deliver is important to us as we strive to provide the highest level of patient-family centered care possibleSarah L***Director of Patient Relations Vail Valley Medical Center PO Box 40,Vail, CO

Review of patient account with VVMC shows the patient's account, date of service 03/01/2008, has NEVER been listed with a collection agency VVMC does not list on credit reports Account was billed in March to insurance presented, insurance paid in March and October Patient was billed for the balance and paid VVMC on 11/24/ We will be happy to provide a letter for the patient stating our records do not indicate the account was ever placed with a collection ageny therefore would not have been listed on his credit report on behalf of Vail Valley Medical CenterPlease have patient contact me personally at 970-777-M-F 8:00-5:00Elaine P***Director, Patient AccountsVail Valley Medical Center

Mr***s' date of service for this visit was 12/09/2013. His insurance was filed and processed his claim in 2014. Patient's first statement from VVMC was sent 07/01/2014, the 2nd on 08/01/2014. The account was placed with AR Services 01/20/after no response from Mr***. Mr*** also received an explanation of benefits from his insurance notifying him the claim was processed and his responsibility. I have attached our system account notes as well. We use AR Services as a partner to reach out when our avenues to collect have not been successful

VVMC converted to a new HIS (Health Information System/Patient Billing System) in September We retained our old or "legacy" system, kept the accounts on the old system and began new billing in the new Paragon Patient billing system.Mr***'s family had bills on payment plans in the old
Legacy system which had been and continue to be billed by our vendor , Healthcare Outsourcing NetworkMr*** and his family paid their payment arrangements as requested.Services after 09/13/were billed from our new systemAs VVMC chose not to do a "balance forward " billing from the old system, patient continue to receive bills from bothAll self pay balances in the new system were billed and collected by AR ServicesAccounts from both systems could not and cannot be combined into one common payment arrangementThe account Mr*** references was never included in the payment arrangement with Healthcare Outsourcing Network.Mr*** spoke with our customer service team 04/09/and was referred to AR Services for questionsVVMC does not show any payment plans set up in the new billing system for either Mr*** or any family member.While we certainly understand where a new process or software system might be confusing for a patient, we are available via phone, e-mail and in person to discuss questions or concerns

Complaint: ***
I am rejecting this response because:I am not rejecting the response. I would like to move forward with the formal complaint process that the hospital has but I didn't know how the contact would go if I ended this case. Please just provide me next steps and alternate contact and I will close the case
Regards,
*** ***

We have a formal complaint/grievance process through our Patient Advocacy Review Committee. We would like to offer Mr*** the opportunity to have his complaint formally reviewed

I wish to identify the lady that lied to meI wish for this organization to stop with this deceitful tactic of lying that the system went down, so they cannot work with my insuranceEffectively claiming the dog ate my homeowork/insirance claimI wish to join with others that have notified me via
social media that they have received the SAME treatment from this organization and that this organization resolve their disputes tooI wish to be refunded for medical expenses that went against me even though I had insuranceI wish that my credit report be restored to the way it was before having to deal with this organization

Complaint: ***
I am rejecting this response because:I spoke with VVMC As was the case during the conflict, they are attempting to distort reality through manipulationThe events described below need to be provedVVMC shall provide proof of the statements below with their accounting and billing information.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: This report shows just this account You need to show all the calls made for my entire family during this period of time I had bills for *** ***, *** ***, and I during this period Your billing services have ruined what your health staff did during this period I had to call on all of our accounts and could not get a consistent bill I had to be on payment plans with both your AR Services and your billing company Then your "systems" change issue caused me to appear to fail to pay This is incredibly frustrating and a complete failure on your part All I wanted to do was pay my due for the hardest times and you kept hitting me with unknown bills I had multiple conversations about all my accounts and begged to just know all that I had to pay I lived with two separate payment plans and one appearing to finish online and then actually having to pay for months longer because that system changed or was incorrect When and how am I supposed to feel like I can trust the billing of this organization Please provide them the notes on all the times I called on these accounts Tell me when any other business would get away with this type of treatment of a customer It is solely because this is a monopoly business in the medical industry and that is no reason for me to be treated this way And again this is a true travesty to the care that your staff provides to patients
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:  When I spoke to the patient representative and was referred to AR services, I contacted AR Services to ask when they received the bill to which there response was January of 2014.  This service was in January of 2013 and I had asked why would that take a year to reach AR services given the number of interactions I had already had with the billing department.  They referred me back to VVMC  I then talked to a representative and asked to have a manager contact me directly.  This never happened.  The next contact was from a collection agency.  I refuse to be bullied because the hospital changed its practices and took an entire year to get a bill to me after I was assured on multiple calls that all of my bills were combined.
Regards,
[redacted]

[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted]
[redacted] 
Dear Ms. [redacted], Thank you for contacting Vail Valley Medical Center regarding the...

recent customer concern registered with the Revdex.com.  We value and appreciate patient feedback to our organization. Vail Valley Medical Center has a formal process to review all patient complaints and ensure the patient's concerns are investigated and responded to in a timely matter. We have followed this process in regards to Ms. [redacted] concerns and have contacted her directly to provide further communication and explanation. At this time we believe she is satisfied with the resolution. Thank you for sending this feedback and providing us the opportunity to address Ms. [redacted] concerns. Understanding where we can improve on the service we deliver is important to us as we strive to provide the highest level of patient-family centered care possible. Sarah L[redacted]Director of Patient Relations Vail Valley Medical Center PO Box 40,000 Vail, CO 81658

I, Elaine P[redacted], spoke with Mr. [redacted] via phone 09/18/2015.  After informing patient VVMC has never placed his account with any collection agency, Mr. [redacted] states "I paid this to some company in Denver in the past year because it was on my credit".  I requested a copy of their billing statement, address and/or phone number for this "agency" from Mr. [redacted] to begin an investigation.  I informed Mr. [redacted] this may be a possible SCAM and to contact his credit card company and dispute the payment as we show the balance was paid in full by Mr. [redacted] via credit card 11/24/2008.  I asked for the information to pursue investigation with law enforcement as a possible SCAM or PHISHING incident.Below is a screen shot of Mr. [redacted]'s account.  The status of AR/ACCF indicates the account is in AR and not bad debt and the absence of any agency name is proof of no placement with an agency (it would be a required filed and would never clear off of the account once entered) Vail Valley Medical Center Account Revision Processor                                   �...⇄ [redacted]
[redacted]      [redacted]                 [redacted]    [redacted]        [redacted]
[redacted]  [redacted]        *  [redacted]        [redacted]
 [redacted]    [redacted]        [redacted]   [redacted]
       [redacted]          [redacted]        [redacted]     **   **
 [redacted]    [redacted]          [redacted]     [redacted]
            [redacted]          [redacted]        [redacted]
 [redacted]    [redacted]     [redacted]     [redacted]
            [redacted]              [redacted]          [redacted]     [redacted]
[redacted]    [redacted]  [redacted]   [redacted]
                      [redacted]      [redacted]    **             [redacted]  *  *  [redacted]
[redacted]   [redacted]    [redacted]               [redacted]
                                        ...⇄
[redacted]         [redacted]
   [redacted]      [redacted]    **         [redacted]      [redacted]    [redacted]       **
[redacted]       [redacted]   [redacted]    [redacted]
*   *  [redacted]           *   *   [redacted]  [redacted]   [redacted]  *  [redacted]
*   *  [redacted]      *   *   [redacted]   [redacted]     [redacted]  *  [redacted]
                                        ...⇄
[redacted]      [redacted]                 [redacted]    [redacted]        [redacted]
[redacted]  [redacted]        *  [redacted]        [redacted]
                                        ...⇄
[redacted]
                                        ...⇄
[redacted]   [redacted]  [redacted]                  [redacted]     [redacted]       [redacted]  [redacted]  [redacted]
[redacted]   [redacted]                               [redacted]     [redacted]      [redacted]     [redacted]  [redacted]
*     [redacted]      [redacted]   [redacted]  **
*     [redacted]     [redacted]    [redacted]
*     [redacted]     [redacted]    [redacted]
*     [redacted]         [redacted]   [redacted]
Should Mr. [redacted] choose/refuse to provide the requested information, VVMC will require a copy of his credit report with the alleged listing on behalf of VVMC.

Review of patient account with VVMC shows the patient's account, date of service 03/01/2008, has NEVER been listed with a collection agency.  VVMC does not list on credit reports.  Account was billed in March 2008 to insurance presented, insurance paid in March and October 2008.  Patient was billed for the balance and paid VVMC on 11/24/2008.  We will be happy to provide a letter for the patient stating our records do not indicate the account was ever placed with a collection ageny therefore would not have been listed on his credit report on behalf of Vail Valley Medical Center. Please have patient contact me personally at 970-777-2840 M-F 8:00-5:00Elaine P[redacted]Director, Patient AccountsVail Valley Medical Center