Lexington Aluminum Utility

Thank you for providing the account of your experience to us We sincerely apologize for any inconvenience this process may have caused you After reviewing all of the calls pertaining to your issue, there were a few items that elongated the ability to produce your new ID card There were several calls each with revisions such as changes in coverage, address change etcEach change request, in essence, restarts the date when a card will be generated Standardly, the turnaround time for ID cards to be issued is one week after receipt of the premium deduction payment being received from your Employer Once the information is updated in our system, an ID card will be generated or a temporary card can be emailed to you I do see that you have since received a copy of your ID card on October 6th You may be interested to know that while reviewing those calls we identified opportunities for additional training to educate our Customer Service Representative on explaining the ID card timelineWhile this does not lessen the angst that you felt, we do want you to know that we take member feedback very seriously as we are always striving to improve our services.Again, our apologies for this experience Please let us know if we can be of any further assistance

Thank you for providing the account of your experience to us We sincerely apologize for any inconvenience this process may have caused you After reviewing all of the calls pertaining to your issue, there were a few items that impacted the ability to collect premiums and continue coverage Any delay in submitting hours worked to an employer will delay the issue date of the paycheck as well as cause a lapse in coverage Coverage is provide the following Monday after the premium deduction is collected According to the employer, the hours worked for July through Aug were submitted late which caused a delay in your coverage A paycheck was not issued for the week of Aug which would have provided premium deductions and coverage for Aug (the week of service) We identified opportunities for additional training to educate our Customer Service Representative on explaining how to detect and advise callers on any missed premium deductions while reviewing those calls While this does not lessen the impact on your experience, we do want you to know that we take member feedback very seriously and continually look to improve the services we provide Again, our apologies for this experience Please let us know if we can be of any further assistance

Thank you for providing the account of your experience to us.  We sincerely apologize for any inconvenience this process may have caused you.  After reviewing all of the calls pertaining to your issue, there were a few items that impacted the ability to collect premiums and continue...

coverage.  Any delay in submitting hours worked to an employer will delay the issue date of the paycheck as well as cause a lapse in coverage.  Coverage is provide the following Monday after the premium deduction is collected.  According to the employer, the hours worked for July 31 through Aug 4 were submitted late which caused a delay in your coverage.  A paycheck was not issued for the week of Aug 7 which would have provided premium deductions and coverage  for Aug 14 (the week of service).    We identified opportunities for additional training to educate our Customer Service Representative on explaining how to detect and advise callers on any missed premium deductions while reviewing those calls.  While this does not lessen the impact on your experience, we do want you to know that we take member feedback very seriously and continually look to improve the services we provide.   Again, our apologies for this experience.  Please let us know if we can be of any further assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.] The company continued to accept payments from me for over a month as well as currently. Again, they continue to to tell me they can't accept the payment because it's past 28 days of not receiving payment. Again, if that is their reasoning when speaking to me, they should have accepted the paymnet when they took my other payments. Now they are stressing delay in payroll. However, I stand on the fact that ALL reasonings are being expressed now versus the week it transpired when they first spoke with me AND accepted my next payment. They keep saying 28 days and I paid within 7 days. They accepted payment for the following weeks without advising me of the 28 days or the missing payment for that matter. Now they want to retrain employees so it doesn't happen again after I am greatly affected and impacted financially. I feel they are pushing this issue more because the doctor has submitted the claim. I now make $1000 less a month. That is a HUGE pay cut and due to their employees "needing more training" I have to incurr an $800 medical bill that I can't pay and it is totally UNFAIR.  They need to not only accept their employees should have informed me when speaking with me within the 7 day pay, but they should accept the responsibility, resolve this matter with me by taking my payment,  and then retrain their employees so this doesn't happen again with other customers.
Regards,
R[redacted] J S[redacted]

Thank you for providing the account of your experience to us.  We sincerely apologize for any inconvenience this process may have caused you.  After reviewing all of the calls pertaining to your issue, there were a few items that elongated the ability to produce your new ID card. ...

There were several calls each with revisions such as changes in coverage, address change etc. Each change request, in essence, restarts the date when a card will be generated.  Standardly, the turnaround time for ID cards to be issued is one week after receipt of the premium deduction payment being received from your Employer.  Once the information is updated in our system, an ID card will be generated or a temporary card can be emailed to you.  I do see that you have since received a copy of your ID card on October 6th.  You may be interested to know that while reviewing those calls we identified opportunities for additional training to educate our Customer Service Representative on explaining the ID card timeline. While this does not lessen the angst that you felt, we do want you to know that we take member feedback very seriously as we are always striving to improve our services.Again, our apologies for this experience.  Please let us know if we can be of any further assistance.