Lorain County Automotive Systems, Inc.

Revdex.com:At this time, I have not been contacted by The Watermill regarding complaint ID ***.*** *** ***
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***No I haven't heard from anyone at the the watermillSincerely,*** ***

Good Afternoon,Thank you for the opportunity to review your concerns. From reviewing recent notations on Mr*** account it seems you spoke with our Patient Advocate, ***, earlier today. We currently processing the refund amount due and you should receive the check shortly.We
appreciate you allowing SDI to be a part of your healthcare team.Best Regards,***

Dear Ms***,Thank you for providing us with an opportunity to review your concerns. We apologize for the frustration and delay you experienced with our patient refund process. I understand our AR Manager, Cyndi, has been in touch with you and the correct check amount has been
re-issued and expedited to you.If there is anything further we can do, please do not hesitate to let me know. We understand you have a choice when it comes to your health care and we hope to continue being a part of your health care team.Best Regards,Jennifer

Revdex.com:
I have reviewed the response made by the SDI in reference to complaint ID *** The AR manager was very helpful and resolved the refund issue as stated by Jennifer However, as mentioned to the AR manager several times, SDI needs to provide a way to get pass the phone bank staff that have limited understanding of accounting (including the definition of balance) and the SDI software program Also the phone bank manager needs to be replaced since she was refused to respond to my phone messages.
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Revdex.com:At this time, I have not been contacted by The Watermill regarding complaint ID ***.*** *** ***
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***No I haven't heard from anyone at the the watermillSincerely,*** ***

Dear Mr*** ***,Thank you for the opportunity to response to your concern. Upon reviewing the documentation associated with your account with us I was able to find where you were quoted $at the time of service. I show a payment in the amount of $was made via credit
card online, therefore I submitted a refund for the difference of $86.00 back to the *** card ending in *** today and send a copy of the receipt to the email address ***. Thank you for allowing us to be a part of your healthcare team

Dear Mrs***,I have not spoken with you. From notes on the account it appears you previously spoke with *** in our office. Refund check # *** was mailed today and you should receive it within the next few days.Thank you for the opportunity to respond to your concern.Best Regards,***

Dear Ms***,Please feel free to call me directly at ###-###-####. If you would prefer I would be happy to upload the signed hospital documents to the portal, but would need your permission to do so because of the patient information contained.We look forward to hearing from you soon so we can resolve your concerns.Thank you,Jennifer

Dear Ms***,As a one-time courtesy we will adjust the $amount your insurance company has deemed your responsibility to pay. Please understand we will be unable to do so for any future services. Thank you,Jennifer

Dear Ms***,In addition to our freestanding imaging centers, our radiologists also work in several hospital systems thoughout the Valley. We tried to reach you at ###-###-#### which is the phone number we received from *** *** *** ***, but the number is not in
service. Records from the hospital indicate you were treated in the emergency room at the end of October. If you still believe this to be an error, please contact me at ###-###-#### as I will need additional information to research further.Thank you for the opportunity to respond to your concerns.Best Regards,Jennifer

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have called your facility on numerous occassions and always automatically get voicemailI have never had that phone number listedI have never received a call back regarding thisI even have provided my CORRECT number for ME on the numerous voicemails I have leftYet still NEVER a return call

Good Afternoon,Thank you for submitting your concern for review. The bill for $is the amount your insurance company applied to your deductible. The authorization provided by Aetna is not a guarantee of payment and benefits cannot be determined until after the claim is
processed by insurance. Benefit levels for services, including this breast MRI, are not decided by SDI, but are determined based on the policy the patient has elected with their insurance carrier. If this is a matter of financial hardship, we have a Financial Assistance department who would be happy to assist. They can be reached by phone at ###-###-####.We appreciate you allowing SDI to be a part of your healthcare team

Dear Ms***,Thank you for taking the time to contact us regarding your concern. From the recent communication our Patient Services Supervisor has had with you, it seems the check intended for SDI in Phoenix, AZ was inadvertantly sent to an SDI in Georgia. You account has been placed
on hold with the collection agency until we receive the new check at which time we will cancel any collection activities. No negative marks will remain on your credit. Best Regards,Jennifer

As a provider, we do not always know if an exam is going to be applied to a patient's deductible prior to services being rendered. The benefits of an insurance policy are determined by the agreement between the patient and their insurance carrier. If a patient requests assistance in determining their out-of-pocket amount prior to an exam, we make our best effort to assist them. I will speak with our customer service staff to remind them we do not provide pricing estimates to patients unless reqested and they need to be clear about this when talking with patients.We will adjust this exam as a one-time courtesy. Thank you for the opportunity to review your concern

Dear Ms. [redacted],Thank you for allowing us the opportunity to respond to your concerns.  The $50 balance owed on this account is the amount your insurance company, United Healthcare, says you are responsible for paying.  Once a patient requests we file their claim to their insurance company...

we are obligated to uphold the contract held with United Healthcare, which stipulates the provider collects the patient responsibility amount from their member.  We are unable to waive the amount your insurance company says you are responsible for paying.If we can be of further assistance, please let us know.Sincerely,Jennifer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] with Southwest Diagnostic called me and though her response to Revdex.com was they were processing the check and we would receive funds shortly, that was not what she advised in conversation.  She stated they called the Medical Collection company they forwarded my husbands records to on another claim and found that I had paid.  They should receive that check at the end of the month and then at THAT TIME would be issuing a refund, HOWEVER, they have found that the new invoice on a procedure my husband had done in August 2015 owed approximately $57.00 and the amount would be deducted before check went out. This was in my original complaint and this is still an issue.  One, why hold the check that I sent to you because it was stale dated until end of the month, you already have verbal that account was paid?  Second how is it legal to take funds from a refund mailed July 2014 for a bill owed August 2015, that they did not even send to my insurance company until September 2 2015.  The July 2014 was for [redacted] and August 2015 is SW Diag.  If it is not illegal it is definitely unethical.  The 2014 check has nothing to do with a procedure that was just done and they should not have the right to deduct anything from a check they are re-issuing.  The check was mailed to them because it was lost and then found but had stale dated.  The check should have just been re-issued without being held.
Regards,
[redacted]

Dear Mr. [redacted],Thank you for the opportunity to respond to your concerns.  Your account was never turned to a collection agency, it was with our internal collections department.  We've contacted Aetna with regards to these two claims and they've agreed the claims were denied in error and...

will be reprocessed.  The reference number for our conversation with Aetna is # [redacted].  Aetna has requested we allow up to 50 days for reprocessing.  We will refund the amount of $184.90, however please be aware Aetna may apply some or all of this amount to the patient responsibilty when they reprocess the claims.  Please let us know if there is anything further we can do to assist you. Sincerely,Jennifer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
That is a very generic response to an issue that could have been resolved by addressing this while an appointment is being made. My issue is with the shear fact that the company was fully aware prior to making the  appointment this would be applied to the desuctible and knew exactly how much it would cost, but failed to communicate the high cost of an unnecessary procedure with the  patient. Thus allowing the patient/customer to decide if it was worth paying for. I know for a fact that the company was aware because the two employees I spoke with at said company told me exactly that. I was infomed by auch company employee that whomever made my appointment should have infomed me of the cost because they know the  insurance company never pays that at 100% and I just happened to fall through the cracks with an unseasoned employee.All I would like is for the company to own up to their mistake due to lack of training which resulted in giving inconstistant patient/customer treatment/service.What they need to do is review the call recordings to see what exactly their employees said to me if they do not understand my level of dissatisfaction and disbelief of customer care.
[redacted]

Good Afternoon, My concern has nothing to do with your agreement with [redacted] ([redacted]). My concern stems from the fact that if I were a “cash” paying customer, you would have accepted a quarter of the amount you’ve already received from [redacted]. Your [redacted] agreement says you must charge $500 for the service. If I were a cash paying customer, you would have discounted that by $381 and accepted $119 from me. However, the charge of $500 remained the same, no discount was applied, you received $450 from [redacted], which is nearly 4 times the amount you would have accepted from me as a cash paying customer. Keep in mind, I have a bill from your company that states you would have accepted $119... but you ended up with $450! I’m simply looking for your company to do what’s right for the customer. In this case, I’m asking for you to accept the $450 from [redacted] as full payment for the $500 service. By waiving the $50 for me, you still end up with far more than you would have ended up with had I been a cash paying customer. Please reconsider these facts and waive the small amount of $50. Thanks!