MedPro Waste Disposal, LLC

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 I received confirmation of cancellation of chargesThey are still holding me to the contract sold and signed to a non authorized employeeMedPro is putting the employee sold non authorized contract on hold and expects me to honor this at a latter timeThe best solution, since all services rendered have been paid for, would be for them to 1)cancel the non authorized contract, 2)negotiate a service agreement with meThey recently made? contact with a manager at my office who forwarded me their corrected bill Sincerely, [redacted] ***

On 4/5/we received notification from the customer requesting cancellation of services as physician discovered they were under contract with a different service provider and claimed that the employee who originally signed our service agreement had not been authorized to do soOur customer service team member explained that we were happy to put their account on pause until the end of their current contractual obligation so as to avoid being charged any termination feesDuring a follow up call on 4/27/16, a member of MedPro’s customer service team spoke with another employee who called on behalf of the customerWe explained that although the original signer did not have their employer’s authorization to enter into a contractual agreement, it is clearly stated in the signature area that the signer of the agreement is authorized to bind the two parties into an agreementWe again expressed to the customer that we would be happy to work with them by placing their account on pause so that service and billing would be put on hold until the contract with their current service provider expired to ensure that the customer would not be issued any termination fees for cancellationOn 5/10/16, the customer agreed to put our service on pause until 5/10/when the agreement with their prior service provider is scheduled to endThe customer requested that we continue to offer our services on an on-call basis, which we were willing to accommodateDue to some confusion on both parties and error in a notification to MedPro’s billing department, the client was accidentally issued a termination feeOn 8/we were notified of this billing error and processed the request immediatelyUpon receiving the formal complaint on 9/5, our customer service manager attempted to reach out to Dr [redacted] to address the issue and to better comprehend where and how the misunderstanding took placeOur customer service team will continue to work with the customer to ensure that the all issues are resolved and that they are satisfied with our services

Following our conversation with Mr [redacted] on 7/11/16, and prior to his formal complaint with the Revdex.com, we applied a credit of $1,to his account on 7/15/This is in addition to credited invoices we had previously applied to his account in January 2016, which Mr [redacted] did not mention in his original complaintUpon being notified of this complaint, our Customer Advocate Manager immediately reached out to Mr [redacted] in an effort to understand why he felt the aforementioned issue had yet to be resolved to his satisfactionWhile working with Mr [redacted] to rectify the situation, we explained that the issue he experienced is a very rare occurrenceIn particular, his service agreement had special terms and conditions that were agreed to by a former employee, terms which our company does not typically allow, primarily for safety concerns that could arise from biohazard containers being improperly packaged or filled beyond their engineered weight capacityIn addition to providing the invoice credits to Mr [redacted] due to this misunderstanding, we have since made changes to prevent this type of situation from occurring in the futureFirst, we have made it more transparent in our service agreement’s terms and conditions, as well as in our standard waste acceptance policy, that containers which are filled beyond their engineered capacity may result in additional fees should they require repackaging or additional processing at the final treatment facilityWe have also introduced additional notifications and alerts into the system so that our accounting team is aware of when mutually agreed to exceptions have been made on the originally signed service agreementWe are also putting in additional controls to ensure that communication is streamlined and consistent as we continue to grow and as employees transition from rolesFinally, we have sent Mr [redacted] copies of all invoice credits, and will continue to work with him to ensure that his concerns are properly addressed

On 4/5/we received notification from the customer requesting cancellation of services as physician discovered they were under contract with a different service provider and claimed that the employee who originally signed our service agreement had not been authorized to do soOur customer service team member explained that we were happy to put their account on pause until the end of their current contractual obligation so as to avoid being charged any termination feesDuring a follow up call on 4/27/16, a member of MedPro’s customer service team spoke with another employee who called on behalf of the customerWe explained that although the original signer did not have their employer’s authorization to enter into a contractual agreement, it is clearly stated in the signature area that the signer of the agreement is authorized to bind the two parties into an agreementWe again expressed to the customer that we would be happy to work with them by placing their account on pause so that service and billing would be put on hold until the contract with their current service provider expired to ensure that the customer would not be issued any termination fees for cancellationOn 5/10/16, the customer agreed to put our service on pause until 5/10/when the agreement with their prior service provider is scheduled to endThe customer requested that we continue to offer our services on an on-call basis, which we were willing to accommodate Due to some confusion on both parties and error in a notification to MedPro’s billing department, the client was accidentally issued a termination feeOn 8/we were notified of this billing error and processed the request immediatelyUpon receiving the formal complaint on 9/5, our customer service manager attempted to reach out to Dr [redacted] to address the issue and to better comprehend where and how the misunderstanding took placeOur customer service team will continue to work with the customer to ensure that the all issues are resolved and that they are satisfied with our services?

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 Sincerely, [redacted]

Upon being notified of the complaint on 9/8/16, our Customer Advocate Manager immediately reached out to Mr [redacted] to rectify the situation and to better understand how the misunderstanding took placeWe have informed him that we are waving the invoice of $and cancelling his serviceMr [redacted] cancellation request is being processed by our billing department presentlyOur Customer Advocate Manager will follow up with Mr [redacted] upon completion to ensure that all concerns are properly addressed

Following our conversation with Mr*** on 7/11/16, and prior to his formal complaint with the Revdex.com, we applied a credit of $1,to his account on 7/15/This is in addition to credited invoices we had previously applied to his account in January 2016, which Mr*** did not mention in
his original complaintUpon being notified of this complaint, our Customer Advocate Manager immediately reached out to Mr*** in an effort to understand why he felt the aforementioned issue had yet to be resolved to his satisfaction While working with Mr*** to rectify the situation, we explained that the issue he experienced is a very rare occurrenceIn particular, his service agreement had special terms and conditions that were agreed to by a former employee, terms which our company does not typically allow, primarily for safety concerns that could arise from biohazard containers being improperly packaged or filled beyond their engineered weight capacityIn addition to providing the invoice credits to Mr*** due to this misunderstanding, we have since made changes to prevent this type of situation from occurring in the futureFirst, we have made it more transparent in our service agreement’s terms and conditions, as well as in our standard waste acceptance policy, that containers which are filled beyond their engineered capacity may result in additional fees should they require repackaging or additional processing at the final treatment facilityWe have also introduced additional notifications and alerts into the system so that our accounting team is aware of when mutually agreed to exceptions have been made on the originally signed service agreementWe are also putting in additional controls to ensure that communication is streamlined and consistent as we continue to grow and as employees transition from rolesFinally, we have sent Mr*** copies of all invoice credits, and will continue to work with him to ensure that his concerns are properly addressed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I received confirmation of cancellation of chargesThey are still holding me to the contract sold and signed to a non authorized employeeMedPro is putting the employee sold non authorized contract on hold and expects me to honor this at a latter timeThe best solution, since all services rendered have been paid for, would be for them to 1)cancel the non authorized contract, 2)negotiate a service agreement with meThey recently made contact with a manager at my office who forwarded me their corrected bill
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I received confirmation of cancellation of chargesThey are still holding me to the contract sold and signed to a non authorized employeeMedPro is putting the employee sold non authorized contract on hold and expects me to honor this at a latter timeThe best solution, since all services rendered have been paid for, would be for them to 1)cancel the non authorized contract, 2)negotiate a service agreement with meThey recently made contact with a manager at my office who forwarded me their corrected bill
Sincerely,
*** ***

On 4/5/we received notification from the customer requesting cancellation of services as physician discovered they were under contract with a different service provider and claimed that the employee who originally signed our service agreement had not been authorized to do soOur customer service
team member explained that we were happy to put their account on pause until the end of their current contractual obligation so as to avoid being charged any termination feesDuring a follow up call on 4/27/16, a member of MedPro’s customer service team spoke with another employee who called on behalf of the customerWe explained that although the original signer did not have their employer’s authorization to enter into a contractual agreement, it is clearly stated in the signature area that the signer of the agreement is authorized to bind the two parties into an agreementWe again expressed to the customer that we would be happy to work with them by placing their account on pause so that service and billing would be put on hold until the contract with their current service provider expired to ensure that the customer would not be issued any termination fees for cancellationOn 5/10/16, the customer agreed to put our service on pause until 5/10/when the agreement with their prior service provider is scheduled to endThe customer requested that we continue to offer our services on an on-call basis, which we were willing to accommodateDue to some confusion on both parties and error in a notification to MedPro’s billing department, the client was accidentally issued a termination feeOn 8/we were notified of this billing error and processed the request immediatelyUpon receiving the formal complaint on 9/5, our customer service manager attempted to reach out to Dr*** to address the issue and to better comprehend where and how the misunderstanding took placeOur customer service team will continue to work with the customer to ensure that the all issues are resolved and that they are satisfied with our services

Upon being notified of the complaint on 9/8/16, our Customer Advocate Manager immediately reached out to Mr*** to rectify the situation and to better understand how the misunderstanding took placeWe have informed him that we are waving the invoice of $and cancelling his serviceMr
*** cancellation request is being processed by our billing department presentlyOur Customer Advocate Manager will follow up with Mr*** upon completion to ensure that all concerns are properly addressed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Following our conversation with Mr*** on 7/11/16, and prior to his formal complaint with the Revdex.com, we applied a credit of $1,to his account on 7/15/This is in addition to credited invoices we had previously applied to his account in January 2016, which Mr*** did not mention
in his original complaintUpon being notified of this complaint, our Customer Advocate Manager immediately reached out to Mr*** in an effort to understand why he felt the aforementioned issue had yet to be resolved to his satisfaction
While working with Mr*** to rectify the situation, we explained that the issue he experienced is a very rare occurrenceIn particular, his service agreement had special terms and conditions that were agreed to by a former employee, terms which our company does not typically allow, primarily for safety concerns that could arise from biohazard containers being improperly packaged or filled beyond their engineered weight capacityIn addition to providing the invoice credits to Mr*** due to this misunderstanding, we have since made changes to prevent this type of situation from occurring in the futureFirst, we have made it more transparent in our service agreement’s terms and conditions, as well as in our standard waste acceptance policy, that containers which are filled beyond their engineered capacity may result in additional fees should they require repackaging or additional processing at the final treatment facilityWe have also introduced additional notifications and alerts into the system so that our accounting team is aware of when mutually agreed to exceptions have been made on the originally signed service agreementWe are also putting in additional controls to ensure that communication is streamlined and consistent as we continue to grow and as employees transition from rolesFinally, we have sent Mr*** copies of all invoice credits, and will continue to work with him to ensure that his concerns are properly addressed

Since the complaint was issued on 9/5/16, MedPro’s customer service manager has attempted to get in contact with Dr*** on multiple occasions to address this issueUpon being made aware of the error in which a cancellation fee was accidentally billed to the customer, MedPro immediately credited their account the full amountWe have continued, unsuccessfully, to communicate with Dr*** and assure him that his practice currently does not have a delinquent or past due account balanceWe believe that the original issue is now resolved, but we openly welcome any dialogue that Dr*** wishes to have should he have any remaining concerns

On 4/5/we received notification from the customer requesting cancellation of services as physician discovered they were under contract with a different service provider and claimed that the employee who originally signed our service agreement had not been authorized to do soOur customer service
team member explained that we were happy to put their account on pause until the end of their current contractual obligation so as to avoid being charged any termination feesDuring a follow up call on 4/27/16, a member of MedPro’s customer service team spoke with another employee who called on behalf of the customerWe explained that although the original signer did not have their employer’s authorization to enter into a contractual agreement, it is clearly stated in the signature area that the signer of the agreement is authorized to bind the two parties into an agreementWe again expressed to the customer that we would be happy to work with them by placing their account on pause so that service and billing would be put on hold until the contract with their current service provider expired to ensure that the customer would not be issued any termination fees for cancellationOn 5/10/16, the customer agreed to put our service on pause until 5/10/when the agreement with their prior service provider is scheduled to endThe customer requested that we continue to offer our services on an on-call basis, which we were willing to accommodate Due to some confusion on both parties and error in a notification to MedPro’s billing department, the client was accidentally issued a termination feeOn 8/we were notified of this billing error and processed the request immediatelyUpon receiving the formal complaint on 9/5, our customer service manager attempted to reach out to Dr*** to address the issue and to better comprehend where and how the misunderstanding took placeOur customer service team will continue to work with the customer to ensure that the all issues are resolved and that they are satisfied with our services?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

On 4/5/16 we received notification from the customer requesting cancellation of services as physician discovered they were under contract with a different service provider and claimed that the employee who originally signed our service agreement had not been authorized to do so. Our customer...

service team member explained that we were happy to put their account on pause until the end of their current contractual obligation so as to avoid being charged any termination fees. During a follow up call on 4/27/16, a member of MedPro’s customer service team spoke with another employee who called on behalf of the customer. We explained that although the original signer did not have their employer’s authorization to enter into a contractual agreement, it is clearly stated in the signature area that the signer of the agreement is authorized to bind the two parties into an agreement. We again expressed to the customer that we would be happy to work with them by placing their account on pause so that service and billing would be put on hold until the contract with their current service provider expired to ensure that the customer would not be issued any termination fees for cancellation. On 5/10/16, the customer agreed to put our service on pause until 5/10/2018 when the agreement with their prior service provider is scheduled to end. The customer requested that we continue to offer our services on an on-call basis, which we were willing to accommodate. Due to some confusion on both parties and error in a notification to MedPro’s billing department, the client was accidentally issued a termination fee. On 8/31 we were notified of this billing error and processed the request immediately. Upon receiving the formal complaint on 9/5, our customer service manager attempted to reach out to Dr. [redacted] to address the issue and to better comprehend where and how the misunderstanding took place. Our customer service team will continue to work with the customer to ensure that the all issues are resolved and that they are satisfied with our services.

Following our conversation with Mr. [redacted] on 7/11/16, and prior to his formal complaint with the Revdex.com, we applied a credit of $1,250.00 to his account on 7/15/16. This is in addition to credited invoices we had previously applied to his account in January 2016, which Mr. [redacted] did not mention in...

his original complaint. Upon being notified of this complaint, our Customer Advocate Manager immediately reached out to Mr. [redacted] in an effort to understand why he felt the aforementioned issue had yet to be resolved to his satisfaction. While working with Mr. [redacted] to rectify the situation, we explained that the issue he experienced is a very rare occurrence. In particular, his service agreement had special terms and conditions that were agreed to by a former employee, terms which our company does not typically allow, primarily for safety concerns that could arise from biohazard containers being improperly packaged or filled beyond their engineered weight capacity. In addition to providing the invoice credits to Mr. [redacted] due to this misunderstanding, we have since made changes to prevent this type of situation from occurring in the future. First, we have made it more transparent in our service agreement’s terms and conditions, as well as in our standard waste acceptance policy, that containers which are filled beyond their engineered capacity may result in additional fees should they require repackaging or additional processing at the final treatment facility. We have also introduced additional notifications and alerts into the system so that our accounting team is aware of when mutually agreed to exceptions have been made on the originally signed service agreement. We are also putting in additional controls to ensure that communication is streamlined and consistent as we continue to grow and as employees transition from roles. Finally, we have sent Mr. [redacted] copies of all invoice credits, and will continue to work with him to ensure that his concerns are properly addressed.

Since the complaint was issued on 9/5/16, MedPro’s customer service manager has attempted to get in contact with Dr. [redacted] on multiple occasions to address this issue. Upon being made aware of the error in which a cancellation fee was accidentally billed to the customer, MedPro immediately credited their account the full amount. We have continued, unsuccessfully, to communicate with Dr. [redacted] and assure him that his practice currently does not have a delinquent or past due account balance. We believe that the original issue is now resolved, but we openly welcome any dialogue that Dr. [redacted] wishes to have should he have any remaining concerns.