Legacy Healthcare Services, Inc

More than a month ago my Primary Care Doctor (PCP) recommended a CT Scan for a suspected kidney stone. I secured an appointment with Legacy Diagnostic Services for a scan. I subsequently, received a report from Dr. Raymond Edwards on the Webpage Myhealth indicating some abnormalities on the scan and that I should contact my PCP to discuss these abnormalities. The PCP and I looked at the scans but could not make out any abnormalities. The PCP then told me that he is not a radiologist and therefore not proficient enough to find these abnormalities. I subsequently obtained a CD with pictures of the scan so that I may study the pictures at home. I did study the scans at great length but still could not find the described abnormalities. I contacted Diagnostic Services and requesting a meeting with Dr. Edwards in order that he may show me on the scans where exactly the abnormalities are because the PCP and I are not expert enough to detect these abnormalities. I was informed by a staff that Dr. Edwards does not talk to patients and that I have to ask the PCP to point out the abnormalities. I was thus a grotesk situation, the expert would not show me the abnormalities and the doctor is unable to see the them. I increased the pressure to get satisfaction by writing that I will withhold payment until I meet with Dr. Edwards who will then show me where the abnormalities are. In total, I wrote 8 letters and hand-delivered one letter to the receptionist at Diagnostic Services addressed to Dr. Edwards. I never got any satisfactory response, only additional bills and advice to consult my PCP.

My father received services from Canaan, Melanie and Anna at Brighton Gardens of Greensboro. I cannot say enough wonderful things about this team! They were so compassionate, patient and caring. My father enjoyed seeing them and often told us how nice they were to him. That meant so much to our family! Dad was not one to give compliments easily, so you know how wonderful they were to him. In addition, every time we called, our calls were returned quickly. If we had any needs or questions, they were addressed immediately by Canaan. I would highly recommend this team to everyone!

Cannot get through to this business about a bill been trying for almost months
I have left a message once a month for a call back regarding a bill from last year for services I didn't authorize for my grandpa who I have POA forI have tried to call their billing department never answer always asked to leave a voice mail, last one left 6/13/at 4:40PM I would like a call and this bill to stop coming we do not owe any money

Billing for services already paid for. Inability to track payments. Threatening me with collection action and reporting. This email sent 10/5/2014There have been numerous communications between your staff and me about invoices for services my mother, [redacted], for whom I have POA, received at [redacted] in Charlotte NC. Your inability to track my payments to you and your inability to report back to me historical invoices and payments is deplorable. On top of that, your bill collector threatened me with going to a collection agency. You have sent me yet ANOTHER invoice for services that I paid for long ago. For this reason, I am going to pursue reports to the Revdex.com, the State of North Carolina, and [redacted]. This email serves as notice that I reject your invoice statement date 9/29/14. Desired SettlementA statement that our account is paid in full and a declaration that they have not reported any fault of mine to collection agencies, financial reporting agencies. If they have reported something, all details regarding all reports and and complete corrective action. Business Response Contact Name and Title: [redacted], PresidentContact Phone: [redacted]Contact Email: [redacted]Mr. [redacted], I apologize if anyone from our organization made you feel threatened. Legacy provides services to hundreds of patients each month and this is the only time we have ever received a complaint regarding our billing and collections processes. The invoice for therapy services provided to your mother spans a two (2)year period of time and is 11 pages long so I do understand how the invoice that you requested we provide (which includes all of the primary and secondary insurance payment history) can be overwhelming. We do have on record detailed payment history from you totaling $870. On 3/21/14 $90 was returned to you for overpayment (check #[redacted]). We verified with the bank that that check was never cashed. Total charges were $960, leaving a balance of $180 (or $90 if we cancel payment on the check we issued on 3/21/14).Again, I'm sorry for any confusion or ill feelings created on our end. Consumer Response No it is not. My records show that we have paid for all services. They apparently have mis-applied monies. Confusion can set in because for most of the time Legacy has provided services, they were covered by [redacted]. When the scrip for physical/occupational therapy "ran out", we hired Legacy ([redacted]) to provide my mother services. Legacy has not shown me a listing of services provided outside [redacted] reimbursement for which we are responsible that exceed the amount we've paid them. That's a problem. In essence, they want to bill whatever they want to bill and then send me to collections because I demand documentation. That is not transparent, not professional, and I'm tired of dealing with this issue. They've spent far more than $90 of my time and problem hundreds of dollars of their own time fumbling. Final Business Response Mr. [redacted],Legacy does not want to, nor could we bill whatever we want. Our service rates are established by [redacted] and all other insurance groups annually and there is no mechanism for charging rates in excess of established rates. We do establish rates for private pay services, of which you were informed of and agreed to before we ever saw your mother for services non-reimbursable through insurance. The 11 page patient account summary provided by our accounting department indicates each day your mother was treated, the treatment code and the charge for that treatment. Payment by [redacted] as Insurance 1 and the payment by the secondary as Insurance 2 are listed for each of those treatments. The bottom of page page 10 and page 11 indicate the service dates, the charges and the payments made by you for those private pay services not allowed by insurance and agreed to in advance by you.Legacy releases you from the $90.00 payment we are owed, but not because we fumbled, or misapplied monies or did not provide you with supporting documentation as you suggest in your complaint. It's just not who we are as a company to frustrate someone so much over $90.[redacted], President[redacted]

Cannot get through to this business about a bill been trying for almost 10 monthsI have left a message once a month for a call back regarding a bill from last year for services I didn't authorize for my grandpa who I have POA for. I have tried to call their billing department never answer always asked to leave a voice mail, last one left 6/13/216 at 4:40PM I would like a call and this bill to stop coming we do not owe any money.Desired SettlementI would like a call to resolve this bill that we do not owe on never approved these services. Business Response Contact Name and Title: [redacted], CEOContact Phone: XXX-XXX-XXXXContact Email: [redacted]@legacyhealthcare.net[redacted], Your complaint has reached my desk and I immediately forwarded to both our billing department and our operations managers in Colorado. I am so sorry for what appears to be a grave lapse in responsiveness to your questions and concerns around billing for therapy services your grandfather apparently received from a Legacy employee. You have my promise that we will respond with details. If you'd like/need to speak to me directly my direct line is XXX-XXX-XXXX.Sincerely, [redacted], CEO Consumer Response I have received a response and the matter is fixed you can close this. Thanks Final Consumer Response