LD-ADHD Center of Hawaii, LLC

Re: Revdex.com Complaint ID: [redacted]Dear [redacted],This letter is in response to a complaint that was filed with the Revdex.com of Hawaii on November 21, 2015.We  initially saw  all  three  of  Ms. [redacted]'s  children on June 16th, 2015 when the intake...

appointments were scheduled. Following the intake appointments we set up testing for all three children on various dates through early July. After the completion of testing, it normally takes between four to six weeks to analyze the data and complete the report to provide to the parent. During this time Ms. [redacted] flew to the mainland for medical treatment Also, during this time the insurance for all three childrep ended and the LD­ ADHD Center of Hawaii was not notified of this change from Ms. [redacted].Our first communication after the testing had been completed with Ms. [redacted] was on September 30th, 2015 in an email explaining that she had been in the hospital and · recuperating for most of the summer. During this time the medical insurance lapsed for her three children. With no current medical insurance it was decided to discontinue work on the neuropsych reports until new insurance could be established or another payment method could be determined so, the reports completed.On or about October 2nd, 2015 Ms. [redacted] was contacted explaining that it would be possible to conduct the report review for her daughter, who was covered by insurance and as an option to have her other two children's reports reviewed during the same session: The other alternative if she wanted additional time was to pay out of pocket for the additional.time 'Write the reports.On Oct6ber 5th, 2015 at 4:32pm, Ms. [redacted] called and left a message to return her call regarding the options we had proposed. The call was returned from us shortly after with no answer so a message was left to return our call at her earliest convenience.On November 6th, 2015 we called after not getting any response to cancel the report review appointments for Ms. [redacted]'s two sons because she was still waiting on insurance coverage for them.  Unfortunately, there was no answer and it was indicated that the phone was out of service.On November 10th, 2015 Ms. [redacted] contacted us to indicate that her two sons had [redacted] insurance until November 30th, 2015 and that they would be transferring to [redacted] starting December 1't, 2015.On November 16th, 2015 Ms. [redacted] called to confirm the report review appointment for her daughter.On November 17th, 2015 Ms. [redacted]'s daughter attended the report reviel:li.On November 201h, 2015 Ms. [redacted] contacted the LD-ADHD Center of Hawaii to set up the review appointments for her two sons. Up until now all communication with Ms. [redacted] had been polite and cordial.  Ms. [redacted] re[redacted]ed the review appoinunent for her two sons forDecember 1't, 2015.  Tammy explained to her that we needed to verify that the insurance wasactive before we could schedule the appointments which, would take a couple of days.  The reason for this is that although the insurance may be active it doesn't show up in the insurances database for several days after it has been activated.  There are also instances where a member can be enrolled in another program if they do not supply the appropriate information. We wanted to ensure that the two children were enrolled so the services werecovered rather than discover they were not enrolled as stated and therefore the burden of payment would have been passed to Ms. [redacted]. ·uis common practice for providers to wait until insurance coverage can be verified before providing services.  At this point Tammyasked Ms. [redacted] that she wanted to direct the phone call to the billing person to explain theprocess.  At this point the phone call was passed to the pilling person who spoke with Ms. [redacted].  Immediately, it was clear that Ms. [redacted] was upset and angry that she was not going to be able to make an appointment on December 1'\ 2015.  The billing person explained that the insurance needed to be verified before an appointment could be made.  At this point Ms. [redacted] demanded to have an appointment on the December  1'\ 2015 sayingthat her two sons would be covered sting December 1•t, 2015.  She also mentioned that shehad received on several occasions, copies if her children's previous reports.  We were only aware of one occasion of a re[redacted] other than what was made on November 20th, 2015.There were notes made during the testing of her daughter that she had received copies of the reports and copies were made to provide to her during the review of her two sons.  Ms.[redacted] refused to deal with Tammy any further stating that she had been rude and tried totalk over her. To accommodate Ms. [redacted]'s re[redacted], the billing person [redacted] that an appointment would be made for December 1", 2015 even though insurance could not be verified. It was also indicated that Ms. [redacted] would have to attend the appointment in the Pearl City office to which she agreed. Ms. [redacted] was contacted by Dr. Karen T[redacted] to follow-up and confinn her appointment for the report review on December 1'1, 2015. There was no answer so, Dr. T[redacted] left a message.indicating when the appointment was scheduled and to call back if she had any addidonal [redacted]ions. There was no response from Ms. [redacted]..To address specific concerns from the customer's statement of the problem:The receptionist Tammy is rude, disrespectjitl and condescending. I was not present to witness the conversation but it -was conveyed to me that Tammy tried to explain to Ms. [redacted] that the insurance needed to be verified before an appointment could be scheduled. This is when Ms. [redacted] became agitated and confrontational with Tammy.!spoke to 3 Dr.s and have gotten nowhere. Ihave no indication of which doctors were spoken to but we have tried to accommodate Ms. [redacted]'s situation as best as possible.My re[redacted]s have been ignored and Tammy literally won't let me speak, talking over me, and louder than me is very disrespectfal. We have tried to accommodate all of the re[redacted]s from Ms. [redacted] in a timely manner. Our correspondence with her was very polite and cordial until November 201 Tammy was only trying to explain that we needed to verify the insurance before we could book any further appointments.They are holding my children 's medical records hostage for no reason. There was no intent to hold any records hostage. We were waiting for the new insurance to start "SO we could finish writing the reports and conduct the report reviews. Ms. [redacted] had been coordinating with the LD-ADHD Center of Hawaii to ensure h children were covered.I have asked for simple copies of records (from 9 years ago) four times since January. There was a re[redacted] made to one of the psychometrists during one of the testing sessions that she would like copies of the reports. Copies of the reports were made and placed in the charts to be given to Ms. [redacted] during the report reviews. There are no phone records or otherwise that indicate that four re[redacted]s were made.I have tried multiple times to get my children's current report, only to be told that they haven't been written yet. They stated 6 weeks, but it's been over 5 months since their testing was completed. The decision was made not to complete the reports until they would be covered by insurance. This was after it was discovered that the children's insurance·had expired at the beginning of August 2015 without any notification from Ms. [redacted]. This was also during the time when Ms. [redacted] was on the mainland and unavailable to have .the reports reviewed. IfMs. [redacted] would have let us know that her insurance was being cancelled, we would have worked to have the reports completed and the report reviews done before the terrnination of her insurance policy but there was no indication that this was the case.  Normally, when this happens the LD-ADHD Center will bill the member for the remaining amount.  However, in this case we attempted to work with Ms. [redacted] to ensure that the completion of the reports and the report review were covered by insurance instead of having her pay out of pocket for the remaining expenses.  Additionally, we have incurred, at great expense to the LD-ADHD Center to absorb the cost of the report evaluations as a curtesy to Ms. [redacted] without passing on these expense to her.   We have worked diligently with Ms. [redacted] to work through the insurance issues only to have a complaint filed against us.It is Unfortunate that the circumstances of this event played out as they have.  We at the LD­ ADHD Center of Hawaii strive to provide the best in customer service to our clients.and to work with them as much as possible address their needs..  This is the first complaint against us made to the Revdex.com regarding any issue with our company after more than six years of business and more than two thousand evaluations.  From our side, we went beyond the norm to work with Ms. [redacted] to ensure that services were covered by an insurance policy insteadof passing tbe expense of the final steps of the process on to Ms. [redacted] for not providing information that the insurance policies had ended and not notified us.Warm regards,Troy T[redacted]

Re: Revdex.com Complaint ID: [redacted]Dear [redacted],This letter is in response to a complaint that was filed with the Revdex.com of Hawaii on November 21, 2015.We  initially saw  all  three  of  Ms. [redacted]'s  children on June 16th, 2015 when...

the intake appointments were scheduled. Following the intake appointments we set up testing for all three children on various dates through early July. After the completion of testing, it normally takes between four to six weeks to analyze the data and complete the report to provide to the parent. During this time Ms. [redacted] flew to the mainland for medical treatment Also, during this time the insurance for all three childrep ended and the LD­ ADHD Center of Hawaii was not notified of this change from Ms. [redacted].Our first communication after the testing had been completed with Ms. [redacted] was on September 30th, 2015 in an email explaining that she had been in the hospital and · recuperating for most of the summer. During this time the medical insurance lapsed for her three children. With no current medical insurance it was decided to discontinue work on the neuropsych reports until new insurance could be established or another payment method could be determined so, the reports completed.On or about October 2nd, 2015 Ms. [redacted] was contacted explaining that it would be possible to conduct the report review for her daughter, who was covered by insurance and as an option to have her other two children's reports reviewed during the same session: The other alternative if she wanted additional time was to pay out of pocket for the additional.time 'Write the reports.On Oct6ber 5th, 2015 at 4:32pm, Ms. [redacted] called and left a message to return her call regarding the options we had proposed. The call was returned from us shortly after with no answer so a message was left to return our call at her earliest convenience.On November 6th, 2015 we called after not getting any response to cancel the report review appointments for Ms. [redacted]'s two sons because she was still waiting on insurance coverage for them.  Unfortunately, there was no answer and it was indicated that the phone was out of service.On November 10th, 2015 Ms. [redacted] contacted us to indicate that her two sons had [redacted] insurance until November 30th, 2015 and that they would be transferring to [redacted] starting December 1't, 2015.On November 16th, 2015 Ms. [redacted] called to confirm the report review appointment for her daughter.On November 17th, 2015 Ms. [redacted]'s daughter attended the report reviel:li.On November 201h, 2015 Ms. [redacted] contacted the LD-ADHD Center of Hawaii to set up the review appointments for her two sons. Up until now all communication with Ms. [redacted] had been polite and cordial.  Ms. [redacted] re[redacted]ed the review appoinunent for her two sons forDecember 1't, 2015.  Tammy explained to her that we needed to verify that the insurance wasactive before we could schedule the appointments which, would take a couple of days.  The reason for this is that although the insurance may be active it doesn't show up in the insurances database for several days after it has been activated.  There are also instances where a member can be enrolled in another program if they do not supply the appropriate information. We wanted to ensure that the two children were enrolled so the services werecovered rather than discover they were not enrolled as stated and therefore the burden of payment would have been passed to Ms. [redacted]. ·uis common practice for providers to wait until insurance coverage can be verified before providing services.  At this point Tammyasked Ms. [redacted] that she wanted to direct the phone call to the billing person to explain theprocess.  At this point the phone call was passed to the pilling person who spoke with Ms. [redacted].  Immediately, it was clear that Ms. [redacted] was upset and angry that she was not going to be able to make an appointment on December 1'\ 2015.  The billing person explained that the insurance needed to be verified before an appointment could be made.  At this point Ms. [redacted] demanded to have an appointment on the December  1'\ 2015 sayingthat her two sons would be covered sting December 1•t, 2015.  She also mentioned that shehad received on several occasions, copies if her children's previous reports.  We were only aware of one occasion of a re[redacted] other than what was made on November 20th, 2015.There were notes made during the testing of her daughter that she had received copies of the reports and copies were made to provide to her during the review of her two sons.  Ms.[redacted] refused to deal with Tammy any further stating that she had been rude and tried totalk over her. To accommodate Ms. [redacted]'s re[redacted], the billing person [redacted] that an appointment would be made for December 1", 2015 even though insurance could not be verified. It was also indicated that Ms. [redacted] would have to attend the appointment in the Pearl City office to which she agreed. Ms. [redacted] was contacted by Dr. Karen T[redacted] to follow-up and confinn her appointment for the report review on December 1'1, 2015. There was no answer so, Dr. T[redacted] left a message.indicating when the appointment was scheduled and to call back if she had any addidonal [redacted]ions. There was no response from Ms. [redacted]..To address specific concerns from the customer's statement of the problem:The receptionist Tammy is rude, disrespectjitl and condescending. I was not present to witness the conversation but it -was conveyed to me that Tammy tried to explain to Ms. [redacted] that the insurance needed to be verified before an appointment could be scheduled. This is when Ms. [redacted] became agitated and confrontational with Tammy.!spoke to 3 Dr.s and have gotten nowhere. Ihave no indication of which doctors were spoken to but we have tried to accommodate Ms. [redacted]'s situation as best as possible.My re[redacted]s have been ignored and Tammy literally won't let me speak, talking over me, and louder than me is very disrespectfal. We have tried to accommodate all of the re[redacted]s from Ms. [redacted] in a timely manner. Our correspondence with her was very polite and cordial until November 201 Tammy was only trying to explain that we needed to verify the insurance before we could book any further appointments.They are holding my children 's medical records hostage for no reason. There was no intent to hold any records hostage. We were waiting for the new insurance to start "SO we could finish writing the reports and conduct the report reviews. Ms. [redacted] had been coordinating with the LD-ADHD Center of Hawaii to ensure h children were covered.I have asked for simple copies of records (from 9 years ago) four times since January. There was a re[redacted] made to one of the psychometrists during one of the testing sessions that she would like copies of the reports. Copies of the reports were made and placed in the charts to be given to Ms. [redacted] during the report reviews. There are no phone records or otherwise that indicate that four re[redacted]s were made.I have tried multiple times to get my children's current report, only to be told that they haven't been written yet. They stated 6 weeks, but it's been over 5 months since their testing was completed. The decision was made not to complete the reports until they would be covered by insurance. This was after it was discovered that the children's insurance·had expired at the beginning of August 2015 without any notification from Ms. [redacted]. This was also during the time when Ms. [redacted] was on the mainland and unavailable to have .the reports reviewed. IfMs. [redacted] would have let us know that her insurance was being cancelled, we would have worked to have the reports completed and the report reviews done before the terrnination of her insurance policy but there was no indication that this was the case.  Normally, when this happens the LD-ADHD Center will bill the member for the remaining amount.  However, in this case we attempted to work with Ms. [redacted] to ensure that the completion of the reports and the report review were covered by insurance instead of having her pay out of pocket for the remaining expenses.  Additionally, we have incurred, at great expense to the LD-ADHD Center to absorb the cost of the report evaluations as a curtesy to Ms. [redacted] without passing on these expense to her.   We have worked diligently with Ms. [redacted] to work through the insurance issues only to have a complaint filed against us.It is Unfortunate that the circumstances of this event played out as they have.  We at the LD­ ADHD Center of Hawaii strive to provide the best in customer service to our clients.and to work with them as much as possible address their needs..  This is the first complaint against us made to the Revdex.com regarding any issue with our company after more than six years of business and more than two thousand evaluations.  From our side, we went beyond the norm to work with Ms. [redacted] to ensure that services were covered by an insurance policy insteadof passing tbe expense of the final steps of the process on to Ms. [redacted] for not providing information that the insurance policies had ended and not notified us.Warm regards,Troy T[redacted]