Michael Orlando, Inc. - Mr. Build

UCHealth Poudre Valley Hospital is following up on this complaint directly with the patientDue to federal HIPAA laws, Poudre Valley Hospital is unable to publicly address the patient’s concerns
Poudre Valley Hospital seeks to answer complaints from patients in a compassionate and timely mannerWe attempt to work closely with patients and make every effort to resolve any billing issuesOur goal is always to reach a reasonable and appropriate resolution
Poudre Valley’s account managers work proficiently and professionally to correct errors and resolve complaintsA letter was mailed to the patient addressing her concerns on August 08,

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
However, I am not satisfied with the fact that I had to call the business numerous times and then get to this point before they chose to make their decision. Horrible business practices they should be ashamed of!
Regards,
*** ***

We are sorry that you remain dissatisfied and do not accept our goodwill gestureWe will not refund payment made by your insurance company as that would not be consistent with our complaint resolution practices

Poudre Valley Hospital is following up on this complaint directly with the patientDue to federal HIPAA laws, Poudre Valley Hospital is unable to publicly address the patient’s concerns
Poudre Valley Hospital seeks to answer complaints from patients in a compassionate and timely mannerWe attempt to work closely with patients and make every effort to resolve any billing issuesOur goal is always to reach a reasonable and appropriate resolution
Poudre Valley Hospital account managers work proficiently and professionally to correct errors and resolve complaints
We are in the process of correcting the patients account and will be in contact with her

We have worked with the patient to clear up billing confusion. We apologize for any miscommunication or mthat may have occurred. A refund will be coming to the patient for total amount overpaid.Thank you,MichaelPVH Patient Representatives

This patients complaint was reviewed, patient was on a payment plan but her payments posted to the account late which caused the payment plan to be delinquentSince patient did make the effort to make her payments each month we will remove the account from bad debt and continue the payment planI
have called the patient and left her a message to call me back so we can discuss the new payment plan

Complaint: ***
I am rejecting this response because:I received a letter from UC Health today, August 12, disputing my complaints, and I reject itIt is notable that UC Health said they had mailed a letter to me on August In fact, they wrote the letter on August 3, it was not posted until August 9.The letter is riddled with errorsBefore I address the errors, I want to address the hospital's own protocol for patients who come into the Emergency DepartmentWhen you go to the ED, and are able to check in at the front desk, you present your identification, generally in the form of a drivers license, and your insurance cardYou may be too ill or injured to do so at that timeIn either case, while in a bed in the ED, billing sends a representative to your bedside to verify your identification, insurance coverage,current address and contact informationIf you do not have insurance, a social worker comes into the room and assists you with registering for indigent care, ***'s CICP.On July 14, 2014, I went to the ED and clearly remember presenting my CURRENT health insurance card and ID(That visit was for early symptoms that ultimately led to a serious bout of ischemic colitis in November of the same year.) I also remember it clearly as it was during the Black Forest fireI was on a bed watching the coverage because the fire was sweeping through the neighborhood where we once livedI remember turning off the tv when the billing representative came into the room for verification of my coverageHad I NOT had current insurance, which I did, that representative would have referred me to a social worker to sign me up for CICPThat did not occur.The facts are:-I went to the PVH emergency department for on July 14, 2014.-I presented my then current insurance card, along with my ID, to the hospital representativeMy coverage was with *** *** of ***, not of ***.-I went to the hospital billing department at the hospital location several times after my DOS, concerned that I had not received an itemized bill, or a bill of any kind, for my ED visitI made sure that the representative understood that my coverage at the DOS was with *** of ***I was told "not to worry" because "it takes the insurance companies a long time to follow up on claims."-In the letter from PVH, they state that "*** was billed on October 19, 2014." How could they have filed the claim with *** had they not had the information from the insurance card I presented on my DOS, which was active at that time?-PVH says that *** denied the claim on November 11, Our coverage with *** of *** was current through August 15, 2014, well past the DOS.-I was admitted to PVH on November with ischemic colitisHad there been such a large balance owed, I'm certain they would have brought it to my attention at that time.-We resided at *** *** *** *** *** ** *** *** until July of -When my husband called billing to find out why we were not being billed in a timely fashion, the representative told him they only had "*** *** ***" as our address in their systemThey did not have the apartment number listed, which clearly was on my drivers license and was presented and verified on my DOSPVH claims they had mail returned and certainly the absence of the apartment number is ample explanation for that. -I never received phone calls regarding my billNor did my husband, who was the insuredNo voice mails were leftI, like most people, do not answer calls from unrecognized numbersBut I always respond to voice mails regarding billing issues.-I tried MULTIPLE times, on site at the hospital, to find out why was not receiving mail from themI spoke to people in billing both on the ground floor level and upstairs, as well as to a representative at the Harmony office.-After our lease was up in June, 2015, we moved from our *** *** apartmentWe have a P.Obox and were meticulous with making changes of address with the USPS during the period from that June until now-A supervisor in PVH's billing department said that our coverage was with *** of ***, not of ***, where our coverage layA formal document showing we had current coverage is on record.-Furthermore, according to your representative at the Harmony office, *** was identified as our SECONDARY insurance coverage, as shown in document previously uploaded to the Revdex.comI did not and have not ever had secondary insurance.-PVH claims that we did not return the financial assistance application by June of this yearThat is incorrectWe completed the application and returned it on that date, and followed up with phone calls, left on voice mail twiceWe called once on July and again on July to verify receiptIn fact, we have been in constant communication with Aundi Bishop this weekOur phone records verify that we made such calls.To reiterate, PVH needs to provide the following information:1) A claim number for the November 11, 2014, denial of coverage by ***.2) A copy of the claim sent to *** and a copy of the denial.UC Health continues to admit no fault in their billing systemJust months ago, they billed the same obsolete *** *** policy from AFTER our daughter had paid her bill, having provided, as did I on July 14, 2014, with her CURRENT health insurance cardI understand that is not pertinent to my case, but shows a pattern of erroneously billingThere are multiple reports of the same kind of errors shown in online patient reviews of PVH's billing departmentI am willing to pay only the amount I would have owed PVH filed my bill correctlyI still expect a letter from UC Health, admitting their error, for me to provide to all three credit reporting agencies as this outstanding bill has seriously damaged my credit.I await and expect prompt and positive resolution of my complaint as soon as possibleIn conclusion, it is I who have attempted, to no avail since fall of 2014, to determine my part of this outstanding bill
Regards,
*** *** CC: Anthony CD***, CFO, UC Health

Complaint: [redacted]I may have accidentally just sent an incomplete message. My apologies. I will attempt this again.I am rejecting this response because of the reasons in my original complaint. To reiterate:--I received service at PVH on 7/14/2014--I was concerned after time passed and I received no bill from either the insurance company at the DOS, [redacted], or from PVH.--I went to the hospital billing department at several times to ask about the bill. I was told, "Don't worry about it. It takes insurance companies a long time to respond to claims."--I still received no itemized bills, and remained concerned. NOTE: In spite of two periods of homelessness during the last two years, I have done without in order to pay PVH any other outstanding bills. I had no reason to ignore this one, which, by my trips to the billing department, I obviously did not try to do.--I unexpectedly found the bill had been turned over to collections when it showed up on my credit report. It has done serious damage to my credit score.--A PVH supervisor finally admitted over the phone that they had accidentally billed [redacted] of [redacted]. My husband worked contracts with different companies, and different states, so had various coverage from different providers over the last several years.--PVH also billed an out-of-date provider, [redacted]. They were our provider in 2013. See the attached denial.--PVH also mistakenly identified primary coverage and secondary coverage. I do not and have not ever had secondary coverage.PVH writes: <"Poudre Valley Hospital seeks to answer complaints from patients in a compassionate and timely manner. We attempt to work closely with the patients and make every effort to resolve any billing issues. Our goal is always to reach a reasonable and appropriate resolution.Our account managers work proficiently and professionally to correct errors and resolve complaints.">I'm afraid I must beg to differ. I have tried to take care of this since late summer/fall 2014. That is hardly "timely." Now my credit is in shambles, I am being harassed by the credit agency, and PVH, with the exception of one employee, has made me feel like I was trying to get away with something. We had to fight to even speak to a supervisor over the phone, the supervisor who finally admitted they had billed the wrong [redacted]. The representative at the Harmony office tried to get my current provider, [redacted], to pay for the bill retroactively. They declined to do so and I can't say that I blame them. So now I'm being treated as a charity case when the mistake was not my fault. And I certainly didn't feel as thought I was treated very compassionately.Although I'm sure that PVH did not intentionally misfile my claim, the fact is that they did. I presented my current insurance card at the DOS. I wish I had taken a selfie of myself handing over the card as I checked in, but I didn't. As you can see by the documents, however, they did have the [redacted] information on file.PVH claims they called my phone multiple times. I carry my phone with me at all times. But I don't answer any calls from unknown numbers. No messages were left. PVH claims they sent bills to my address at 2012 Vermont Drive in Fort Collins. The lease on that apartment was not up until June, 2015. I received no bill. I was only able to get an itemized bill through the collections company, and that only recently.Therefore, I stand by my original complaint.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Your doctor was neglectful and dismissive and I think that will show in a court of law.  I gave this hospital a chance to make things right.  I was only seeking compensation for the cost of my first visit, not the second which I would not have needed if proper care received the first time.  As an American service member I'm ashamed at the lack of quality healthcare that civilians receive.  I'll have my attorney contact yours.
Regards,
[redacted]

Revdex.com:
I received a phone call from a UC Health representative today, as well as a copy of the letter I requested. The bill is now a zero balance and is pulled from collections. After a satisfactory response by the business, I consider the issue resolved.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  If indeed it was one complete test, there would be no need for two separate charges and two separate titles for the test.  The charge is easily identifiable on the form and could be easily removed if the hospital chose to resolve this dispute amicably.  These tests were ordered without my knowledge of their costs or scope, nor were results ever discussed with me until I raised my initial dispute.  Because of the hospital's insistence that all their charges are necessary, I am now requesting all the details of MY personal hospital bill, the total charges of $10,000 - my part to pay after insurance comes to $2000, which I have set up a payment plan to pay off.  It is easy for the hospital to hide behind all kinds of medical jargon that the average person does not understand.  But once one starts digging, one can find all kinds of inconsistencies - like unnecessary tests divided into two but claimed as one.
Regards,
[redacted]

The facility has had correspondence with the patient (complainant) in regards to the specific protected health information that he found to be unacceptable.  A good will gesture was given to the complainant in the amount that was owed by him.  He has been advised on the next steps to...

grieve his complaint to the next level (CEO).

UCHealth Rangeview Medical Office is following up on this complaint directly with the patient. Due to federal HIPAA laws, UCHealth is unable to publicly address the patient's concerns.  UCHealth seeks to answer complaints from patients in a compassionate and timely manner. We attempt to work...

closely with patients and make every effort to resolve any billing issues. Our goal is always to reach a reasonable and appropriate resolution.                         UCHealth works proficiently and professionally to correct errors and resolve complaints.

Tell us why here... The baby's provider ordered this test based upon answers given by the complainant. The test looks  for 13 substances in the specimen. The test is not done at PVH. The specimen is collected at PVH and sent to another laboratory. That laboratory...

breaks the charges down by grouping 12 substances under one charge and 1 substance under another charge. As the test was appropriately ordered and performed, the charge will not be dropped as requested by the complainant. We are sorry that we can not resolve this as requested by the complainant, however, the requested resolution would not be consistent with how we have addressed other similar concerns.

Uchealth Poudre Valley Hospital is following up on this complaint directly with the patient. Due to federal HIPAA laws, Poudre Valley Hospital is unable to publicly address the patient's concerns. Poudre Valley Hospital seeks to answer complaints from patients in a compassionate and timely manner....

We attempt to work closely with the patients and make every effort to resolve any billing issues. Our goal is always to reach a reasonable and appropriate resolution.Our account managers work proficiently and professionally to correct errors and resolve complaints.

Poudre Valley Hospital is following up on this complaint directly with the patient. Due to federal HIPAA laws, Memorial Hospital is unable to publicly address the patient’s concerns.

Poudre Valley Hospital seeks to answer complaints from patients in a compassionate and timely manner. We attempt to work closely with patients and make every effort to resolve any billing issues. Our goal is always to reach a reasonable and appropriate resolution.
We have spoken directly with this patient about her concerns.
Poudre Valley's account managers work proficiently and professionally to correct errors and resolve complaints.

Dear [redacted],Please also attach this to my reopened file. I strongly object to its premature closure.PVH said that they would respond to my response privately due to HIPPA regulations. How exactly do I prove that I did not receive a letter, which I didn't? [redacted]Sent using [redacted] (double encryption)P.S. This is a message we received from the PVH representative in response to our protest to one of the letters from PVH before the response I did indeed file. Yet this is not reflected in the information the credit reporting agencies are showing. Furthermore, PVH has still failed to produce a letter for us to file with those agencies stating that bill was erroneously billed. That's what started this mess to begin with.Shaking my head...[redacted]Good Morning [redacted], I received your message regarding the letter that you received. Please disregard that letter. I have processed the Charity application for the 2014 date of service and your wife was approved for a 100% Charity discount. I have already applied the adjustment, however you may receive up to two more statements showing a balance. Your actual balance for account #2002881608 is $0. You will also receive a Charity Approval letter in the mail by the end of this week. If you have any questions, please let me know. Thank You, Aundi B[redacted] University of Colorado Health-North/PVH1100 E. Elizabeth StreetFort Collins, CO 80524[redacted]Sent using [redacted] (double encryption)from: J[redacted]subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]I was astonished to see this notice as I did indeed respond to this complaint - promptly - rejecting PVH's response, uploaded multiple documents explaining why I rejected their response, and received no response from them. All I received was a letter from the "charitable arm - financial assisstance" department of PVH/UC Health saying that they had adjusted our balance to zero and a notice just yesterday stating that the balance has been removed from my account. However, it still shows up on the credit reporting agencies, not to mention the damage by this being stretched out for over two years.Simply dumbfounded. I request that this case be reopened immediately. To whom is the Revdex.com accountable? Below my signature is the text in the Revdex.com message. [redacted]You wrote, in the Revdex.com messaging window:<"[redacted]Re: ID # [redacted]- Poudre Valley HospitalDear [redacted],We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- The Business addressed the issues within the complaint, but the consumer did not accept the response, OR Revdex.com has not heard back from the consumer as to their satisfaction.” The text of your complaint may be publicly posted on Revdex.com’s website.  Revdex.com reserves the right to not post in accor[redacted]ce with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language.   Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,[redacted] Vice President Dispute Resolution and OperationsPhone: [email protected]

Tell us why here...An itemized bill along with a letter explaining each and every charge on the complainant's personal bill was placed in the mail today to the complainant.

Complaint: [redacted]
I am rejecting this response because:
I have received the itemized bill for my personal care with explanations and have reviewed it.  I found no discrepancies like I found in the bill for my infant son.  Since the hospital is unwilling to remove the charges for an unnecessary drug test on my son's bill, this complaint will have to remain unresolved and I will further counsel patients to always answer "no" to any of the hospital's invasive questions in the future.
Regards,
[redacted]

[redacted],I writing to let you know that I received the $70 due to me and my case has been successfully resolved. I have no doubt that this was resolved as quickly as it was due to your involvement, as I hadn't gotten anywhere in six months on my own, and want to thank you for your assistance.[redacted]Case #[redacted]