Lott Physical Therapy & Fitness Center

See attached. We are sorry MR *** is unhappy with the billing information we have been sending him. He spoke with our billing department a few times and I spoke to him myself as well as exchanged many emails regarding his account. Regarding collecting his deductible in advance -
our Aetna contract states under Permitted Billing of Members. Provider may bill or charge Members only in the following circumstances: (a) applicable copayments, coinsurance and/or deductibles not collected at the time the Covered Services are rendered. We do collect deductibles up front as we discussed with Mr ***. He did have Aetna call us regarding this situation - we are not sure why they told Mr *** this was not allowed, but in order for practices to stay in business, this is good collections practice. Mr *** Aetna insurance is very limited. As you will see in the attached documentation, we did write off some codes for him completely. When he brought in a new referral for a new problem, the staff discussed with Mr *** that Aetna only allows one new initial evaluation every days. He understood he would need to pay the self pay evaluation code if Aetna did not pay. Aetna did deny the 2/10/code when we attempted to bill it. This is the for $149. We typically bill $for this code self pay, but since he was a current patient, we wrote off $and left $70.I refunded Mr *** $May 24, 2015. I spoke to Mr *** on the phone when Mr *** called saying this was not enough. I offered to mail him his full ledger for comparison to his Aetna EOBs rather them me mailing it. I did this and when he did not think it was correct, I asked Mr *** via email to please indicate what dates of service or charges he disputed so I could research this further. We pay a billing company to handle our therapy billing. He spoke to them also.Mr *** did not provide his specific concerns or errors - the staff emailed me each time he called - I emailed him several times letting him know the status of my conversations with the billing company and asked again, if he could be more specific as to what the discrepancy was. I was out of town of these weeks, but I kept in touch with him and kept him updated via email. He noted he was out of town vacationing between the times I was out of town. I finally I refunded Mr *** $May 24, 2015. He called stating it should be more according to his calculations. When I reviewed further his ledger I noted what I thought were entry errors and asked the billing company to review. They did review, found their entry errors, called Aetna (assuming the 6/28/phone call Mr *** is referring to) and updated the ledger. I mailed this ledger with a note to Mr *** trying to explain. I was told Aetna would ask our company for a refund for some part of the treatment, but the billing company refuses to respond on his account anymore, stating it has a $balance and they have done all they can.I have spent a great deal of time on this and reviewed Aetna's payments against the ledger and his payments and all is in the attached file. I am mailing the attached information to Mr *** also with this explanation with a note to call if he has specific questions. We enjoyed Mr *** when he was with us - he is a very nice man. I am sorry he is upset with us and have tried very hard to research and provide all the information in my power. Unfortunately, I still show Mr *** owes us $after the entry corrections and self pay second evaluation.*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  They did contact me as a result of your contact with them.  As a result of that contact we were able to discuss the complaint and find a resolution.  I have received the refund check and and satisfied that the complaint has been resolved.  Thank you for you assistance in this matter.  
Regards,
[redacted]