MedExpress

I took my son (who have Autism) to Med Express on Friday April 17th around 9:45 am. The one located on Wm. Penn Highway next to the Panera Bread in Monroeville, Pa. He was seen for a rash on his bum. Dr. Begley who was nice and caring prescribed an antibiotic! We left and did some shopping and went to the pharmacy CVS in Monroeville to pick it up. It was not ready. So I called the Med Express back as I was standing at the CVS pharmacy! A young lady answered the phone and I explained the situation. She put me on hold and then came back to state the Dr. needs to speak to the pharmacist! I said OK and got off the phone. Still at CVS, the pharmacist told me that is not the procedure and if it is a new prescription the Dr. just need to call it in. So I called back to Med Express and stated to the same young lady what the pharmacist said! She went completely off stating as well as yelling the Dr. needs to speak to the pharmacist and that sounds like a customer service problem! Not knowing she was on speaker the pharmacist heard how IGNORANT and rude she was! So I don't know if she was the receptionist or a nurse...but a couple seconds later the call from the Dr. came through and script was filled! I don't know if he forgot to send it or if he sent to another CVS. Didn't know what her problem was or is, but if she is that unhappy she needs to quit or retire and join the Happy life of a retiree...such as me!

Re: [redacted]
Dear [redacted]
This is to acknowledge receipt of your April 17th, 2014, letter regarding the
above-referenced mailer. Med.Express has reviewed Ms. [redacted]’s account and it was
determined the $50 charge was not billed...

appropriately, based on our contract with her
Insurance BCBS-Federal Employee. We have adjusted off the $50.00 S-Code charge and
issued. a refund totaling $135.00 to Ms. [redacted],
MedExpress attempted. to contact Ms. [redacted] on three separate occasions
(04/23/14, 04/24/14 and 04/25/14), but we have not been able to speak with her. We now
consider this matter resolved between the parties. Thank you.
Very truly yours,
[redacted]
Quality Assurance Specialist

Review: I took my sister who was on a visit to Medexpress at State College, PA on 8/13/13 and paid her charged bill with my Discover card. In October, 2013, Medexpress sent a refund check of $40 (forty dollas) addressed to my sister related to an overpayment. When I received this check, I went to Medexpress where my sister received her service and told them that that my sister has gone back to Nigeria and as such can not cash this check. I was directed to call Medexpress billing office. I called the billing office on 10/24/13 and spoke with a man who gave his name as [redacted]. [redacted] said that since my sister has gone back to Nigeria that MedExpress CAN NOT refund her with a foreign check rather the refund would be made back in my Discover card. [redacted] asked me to return this check, that a refund of $40 would be made back into my Discover card upon receipt of this check. I mailed back this check but MedExpress on their part did not refund the $40 in my Discover card. I called Medexpress on 11/7/13, spoke with [redacted] for about 20 mins, the phone cut off. I called back, Erika picked, and refused to get [redacted] back on the phone instead [redacted] S. came on the phone. [redacted] S. said that they need a consent from my sister to enable me to act on her behalf. He said he will mail the consent letter to me that evening but he did not. In January 2014, my sister called them from Nigeria and gave them a verbal consent, they were agreeable but did not make the refund. I called them on 2/18/13 and spoke with Lisa. Lisa said they need a written consent and then mailed a consent form. I scanned this form, emailed it to my sister, she filled it, emailed back to me, and I mailed to MedExpress on 4/4/14. Still, I did not get the refund. I called them on 5/28/14 and spoke with Shannon. She requested for Account#, Date of service, My sister passport#, visa#, & Phone# in order to do this refund. I called on 6/4/14 and spoke with [redacted] with the requested info. [redacted] declined refund stating the consent form is illegible.Desired Settlement: MedExpress to refund this $40 to my sister with a foreign check or back in my Discover card that was used for payment.

Business

Response:

Review: I visit** M**Express on 1/12/2014. The receptionist took my health information, copi** my [redacted] insurance card and record** my Mastercard information. I was told my Mastercard would be charg** $15.00 as my co-pay and after the insurance company paid the claim any remaining balance would also be charg** to my MC. I receiv** an invoice from M**express dat** 1/24/14. The invoice show** 2 payments charg** to my MC. One for $15.00 on 1/14/14 and one for $150.00 on 1/24/14 and a remaining balance of $45.00 for a total of $210.00. I however did not receive an explanation of benefits from [redacted].On 2/25/14, I call the M**express billing service center @ 888-249-6365. [redacted] said the claim was reprocess** on 2-11-14 because wrong patient information had been enter**.On 3/11/14, I call** the M**express billing service center again. I was told again that the claim was again process** with the wrong patient info. This time they us** my husband as the patient. I imm**iately call** back with a [redacted] representative to insure the claim would be process** and sent correctly.On 3/24/14, I receiv** an explanation benefits from [redacted] showing a M**expres claim totaling $260.00 for 1/12/14. The benefit statement show** the original charge of $210.00 plus an additional $50.00 m**ical care charge, that was not on my invoice. [redacted] deni** payment of this additional $50.00. I call** the M**exprss billing service at 7:28 p.m. and spoke with [redacted]. She told me the $50.00 was a service charge that insurance companies will typically pay. [redacted] was unable to make any adjustments or check the claim status since they hadn't receiv** payment from [redacted].Since that time, I have made 3 more call to M**exprss (3/31/14 - [redacted] & Supervisor **, 4/10/14 - [redacted] & Supervisor **, 4/11/14 - [redacted]). Each time, I have been told that this matter has been sent back to an Adjustment Team for a refund approval of $135.00. I was to get a phone confirmation. I have heard nothing.Desired Settlement: I wish to have an immediate refund in the amount of $135.00.

Business

Response:

Re: [redacted]

Review: I had to have a T.B. test done for an internship for school. I went to medexpress to get this test. They did the test and told me that they would call me with the results. When I called to ask them about the results and the wait. They told me that they would have to do the test again because I was supposed to come back in for them to look at the skin. And told me I would have to pay for another test. My boyfriend called back to talk to them about this. They tried to dismiss the claim by saying they would not do that and we just had to eat the cost. He had to get them to call their manger who is supposed to call us back. The girl who answered the phone let it slip that they've had this problem numerous times. And could not give him an estimated time frame for the call. Which is unacceptable since this is a time sensitive issue.Desired Settlement: Either they can give us the test again without a charge or give a full refund.

Business

Response:

March 3,2016Attn: [redacted]Revdex.comServing Western Pennsylvania[redacted]Re: Diana A[redacted] ID#[redacted]Dear Ms. [redacted]:This is to acknowledge receipt of your February 17, 2016 letter regarding the above-referenced matter, Ms. A[redacted] was seen at MedExpress on 02/06/16 for a TB Test. The injection was administered and per policy the patient would need to return in 48-72 hours to have the results read.The visit was reviewed by MedExpress Leadership and they identified an opportunity to enhance instructions for return of TB for test reading. We contacted Ms. A[redacted] on 02/25/16, to have her return to the center for another TB test at no charge; however she advised that she had already gone to anther facility to have the TB Test administered. MedExpress refunded her credit card the $30 she paid for the test and advised her she could expect to see the credit on her account in 3-5 business days. We now consider the matter resolved between the parties.Nichole C[redacted],Quality Assurance Specialist