Kinesis Physical Therapy

Review: I began seeing Kinesis Physical Therapy in March of 2013. My health insurance at the time was [redacted]). When I began, I was told that my insurance policy was considered out of network, but when the receptionist spoke with [redacted], they agreed to see me as In-Network and marked it as such in my chart. However, I was continually charged Out-of-Network prices. The story always changed: sometimes it was "You haven't met your deductible yet" or "This is to fulfill an 80/20 requirement" but I continued to receive bills. In addition, they did not mark several payments as received, though the checks have been cashed. (5/22 Check #[redacted]- $43.60, and 6/21 Check #[redacted]- $63.30). I was frustrated at their constantly asking for money despite making numerous promises that it would end soon, so I called my insurance company. I spoke with Joshua at [redacted] on July 24, 2013. Together, we called Kinesis and spoke with [redacted] on the phone. She promised that we would get to the bottom of the billing issue and said that one of the owners would call me later that night. That evening, [redacted] (who gave a phone number of ###-###-####) called and said he was an owner of the company. He said he saw in my chart that I should have been considered in-network and that I should actually receive a refund check for around $1,000. He did not see the two checks that had been cashed as they were NOT marked on my chart. He promised to call me within a few days and send me a check soon thereafter. Months have gone by and I have not heard from him, or Kinesis Physical Therapy. I have called **. [redacted] on multiple occasions (the most recent being in August and October of 2013) and left messages, with no response. I have also left messages on the Kinesis answering service with no return calls. And today, once again, I have received another bill from Kinesis. This all sounds very suspicious to me, and I seek a resolution to this matter as soon as possible.Desired Settlement: I would like all previous charges to be considered as in-network as was promised and agreed upon both by [redacted], physical therapist, in my chart in March 2013 and by [redacted], owner, in July 2013. I would also like to ensure that payments I have made are duly reflected in my payment history and the "missing" checks accounted for.

Business

Response:

November 6, 2013

Dear **. [redacted]:

[redacted] is an integrated practice management and electronic health records (EHR) company that provides third party billing services for Kinesis. During the time of the complaint, Kinesis had experienced problems with bills generated in [redacted] which affected the Complainant’s billing summary.

• This reflected in the two checks in question by the Complainant which now has been corrected. (Please see patient pay history report.)

• The system would only recognize the Complainant’s actual insurance plan benefits as out-of network, not the adjusted benefit change as in-network as agreed upon.

After speaking with the Complainant, I explained our problems and asked for her patience. I did agree a refund was in order and I would need some time to generate a final number.

On September 24, 2013, [redacted], Office Manager, called the complainant with an update on the issue.

October 23, 2013, [redacted], Billing Specialist, contacted the Complainant addressing the issue has resolved with a refund check to follow.

The complainant’s record indicate a zero balance with all checks accounted for. Attached is a copy of the check for $400.00 mailed to the Complainant. An additional check will be mailed today in the amount of $.90 to fulfill the original agreed upon amount.

$565.90 Total paid by the Complainant

$165.00 Agreed amount of $15 per visit - total of 11 visits

$400.90 Refunded Amount

Should you have any questions or need to discuss this matter further, please do not hesitate to contact me.

Respectfully

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

RE: Complaint [redacted]

I am rejecting this response because: