Mollen Immunization Clinics

Mollen Immunization Clinics, LLC ("Mollen") is disappointed to learn that Mr. Lewis is upset with the way in which Mollen has billed for the services that Mollen provided to him. Mollen uses its best efforts to provide accurate insurance information at the time of service. Unfortunately, as with...

any health care provider, Mollen is unable to determine at the time of service whether the health insurer will ultimately pay the claim for the service provided and must rely on the way in which the health insurer processes the claim under the patient's health insurance plan. With that in mind, however, as a courtesy to Mr. Lewis, Mollen has terminated its efforts to collect the outstanding balance from him and will mark his account as closed. 
Thank you for the opportunity to respond to Mr. Lewis' concerns. Mollen hopes that this response will be satisfactory to him and resolve the concerns that he expressed.

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: In [redacted] on 9/12/2012 and asked if I had my flu shot, I said not yet. Woman said you have Insurance: reply yes, what do you have: reply [redacted] and [redacted]. Woman said your [redacted] would pay. reply ok why not.

One month later received EOB from [redacted] stated not payed. Called [redacted] and they told me that Mollen will need to bill [redacted] first and if [redacted] does not pay than they would!. Nine months later get invoice to pay $25.00, which stated Claims Service lacks infomation!. Called and gave information, and was told they do not reconize [redacted] Health and I need to pay the $25.00 or they would turn it over to collections. They said I signed their form: I am responsible for payment of their services etc.

I usually go to my doctors office each year for my flu shot. I never have ever paid for my flu shot. In my case I had both primary and secondary insurance. I see that I am not the only one that has this problem!.Desired Settlement: I expect them to charge this off and or bill my primary: [redacted]: My member id is [redacted] community Health systems is the employer. Group is [redacted]. Telephone number is [redacted], if FCH does not pay than they can bill [redacted] as they did initially.

Mollen needs to do a better job training their reprepresative to better screen potential clients on their Insurance, and in doubt, tell them upfront!. They also need to tell them that the consent form they are signing is more than a form giving mollen permission to give the shot etc.

Business

Response:

Thank you for the opportunity to respond to the concerns presented by [redacted]. Mr. [redacted] received an influenza immunization on September 7, 2012.

In reviewing Mr. [redacted]’s file and complaint, it appears that the Mollen associate who administered the immunization to Mr. [redacted] did not fully understand the distinction between his primary insurer and secondary insurer. Mollen is indeed contracted with Mr. [redacted]’s secondary insurer, which is [redacted].

In order for [redacted] to consider claim for services provided to Mr. [redacted] as his secondary insurer, however, Mollen needed to first submit the claim to Mr. [redacted]’s primary insurer, [redacted], and receive a denial from [redacted]. Because Mollen’s associate did not collect Mr. [redacted]’s primary insurance information, however, Mollen did not submit a claim to [redacted]. Because of timely filing requirements Mollen is unable to do so at this time. Mollen will review the training that Mollen provides to our associates for opportunities for improvement to help them better understand the distinction between primary and secondary insurance coverage.

Mollen apologizes to Mr. [redacted] for the inconvenience that this situation has caused. Mollen will write off the outstanding balance on Mr. [redacted]’s account and Mr. [redacted]’s account will reflect a zero balance.

Again, Mollen apologizes to Mr. [redacted] for the apparent misunderstanding by our associate of the distinction between primary insurer and secondary insurer and the inconvenience that this has caused him.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: around 14 months ago I was at [redacted] in [redacted] Store # [redacted].There was a table set up offering flu shots and I was told this would be covered by my insurance.

Since that time I have be getting letters saying I owe $25.00. The last notice says they will be turning over the matter to credit and collections. When calling in and speaking to a Mollen rep they told me that I could pay with a [redacted] over the phone but they were going to charge me an additional $5.00.Desired Settlement: I want the $25.00 charge to be waived. The cost was not accurately explained and I feel they are taking advantage of people.

Business

Response:

Mollen Immunization Clinics, LLC ("Mollen") is disappointed to learn that Mr. Lewis is upset with the way in which Mollen has billed for the services that Mollen provided to him. Mollen uses its best efforts to provide accurate insurance information at the time of service. Unfortunately, as with any health care provider, Mollen is unable to determine at the time of service whether the health insurer will ultimately pay the claim for the service provided and must rely on the way in which the health insurer processes the claim under the patient's health insurance plan. With that in mind, however, as a courtesy to Mr. Lewis, Mollen has terminated its efforts to collect the outstanding balance from him and will mark his account as closed. Thank you for the opportunity to respond to Mr. Lewis' concerns. Mollen hopes that this response will be satisfactory to him and resolve the concerns that he expressed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: Sept 4,2012, shingles immunization approved by my insurance co, [redacted], and Mollen sent me a bill in January 2013 wanting payment. I paid the $220 out of my pocket, contacted my insurance company and they have made continuous efforts to get reimbursement and Mollen does not want to cooperate. At the time of the immunization, they took my insurance card and assured me there was no problem. Now I am out the money and [redacted] is fighting a battle without resolving the issue on my behalf. [redacted] informs me periodically they are trying to resolve this but nothing is going forward.Desired Settlement: Reimbursement of the $220.00 by my insurance company and Mollen sending [redacted] all the required information for repayment.

Business

Response:

Thank you for the opportunity to respond to the concerns expressed by [redacted]. Ms. [redacted] received a Zostavax vaccine on September 3, 2012.

It appears that at the time of service, Mollen’s nurse accepted insurance information for [redacted] from Ms. [redacted]. It is unclear to Mollen why our nurse did so as Mollen is not contracted with [redacted] and should not have done so.

Mollen received reimbursement from [redacted] in the amount of $110 as a non-contracted provided on June 27, 2013, but Mollen’s nurse should have advised Ms. [redacted] at the time of service that Mollen was not contracted with [redacted] and should not have accepted Ms. [redacted]’s [redacted] insurance information.

Mollen apologizes to Ms. [redacted] for the inconvenience and will be issuing a refund to Ms. [redacted] in the amount of $220.00.

Mollen hopes that this resolution is satisfactory to Ms. [redacted].

Consumer

Response:

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.

I have not responded to your last email requesting I respond within 7 calendar days (July30) to my complaint. I am reluctant since I have been trying to get the reimbursement from Mollen Industries for seven months. In their response, they agreed to reimburse me, but until they do I would like to continue the complaint until I actually get the check. You have been much more helpful than I imagined and I am grateful. I simply don’t trust this company after adding my complaints to all the others. Thank you for considering my request.

Regards,

On 9/5/12 When I entered WalMart located on Thomasville Rd Tallahassee, FL I noticed that flue shots were being given. I wrote down ALL my VISA information on a paper form and gave it to the person hired by the Mollen Clinic to provide flue shots in the Tallahassee area.

9/13/12 I discovered my VISA card number had been compromised.

I contacted Mollen Clinic to inform them that my VISA card had been compromised and spoke to a [redacted] understood the situation and I was told not to worry about the $25 charge.

9/21 I filed a police report case # 12-25497 w/ TPD

6/15/13 After receiving the 2nd "Due Payment" notice I sent a check #4889 dated 6/15/13 for $25.

7/10/13 I received a third "Due Payment" notice from a collection company. I called and was strongly encouraged to pay the $25 +$5 handling fee on line. I check my bank statement while on the line and the check sent to Mollen had not been cashed. So I paid the $30 to the collection agency.(Authorization #[redacted])

7/15/13 Check # [redacted] was cashed on 7/10/13.

Now Mollen Clinic owes me $25.00 and an apology for turning my name and reputation over to a collection agency.

Review: We went to [redacted] and were solicited to have flu shots and told if we had insurance, there would be no out of pocket costs. Well, several months later they are sending us bills and threatening to send us to collections for $26.94 each (which is more that our simple co-pay anyways!).Desired Settlement: Remove us from any collection and state that our accounts are paid in full.

Business

Response:

Thank you for the opportunity to respond to the concerns presented by Mr. and Mrs. [redacted]. Mr. and Mrs. [redacted] each received an influenza immunization on October 13, 2012 at [redacted] in Gilbert, AZ.

Mollen submitted a claim to [redacted] of Arizona ([redacted] AZ) for the services that Mollen provided to Mr. and Mrs. [redacted] AZ processed the claims and in the evidence of benefits (EOBs) that [redacted] returned to Mollen, [redacted] AZ indicated that Mr. and Mrs. [redacted] each had a patient responsibility of $26.94. Attached are the respective EOBs for Mr. and Mrs. [redacted].

The electronic consent form signed by Mr. and Mrs. [redacted] in advance of receiving their immunizations states, “I agree that….3. I am responsible for payment if services are not covered for any reason or are subject to any co-pays, deductibles, coinsurance or prior authorization.”

Mollen sent statements to Mr. and Mrs. [redacted] on February 4, 2013, May 15, 2013 and June 18, 2013 indicating that a balance was due and owing for the services Mollen provided. Unfortunately, neither Mr. [redacted] nor Mrs.

[redacted] responded to or contacted Mollen following receipt of the statements. Because Mr. and Mrs. [redacted] did not contact Mollen and the balance remained outstanding, Mollen referred the accounts for Mr. and Mrs. [redacted] to collections.

In order to resolve this matter, Mollen will write-off the outstanding balance on Mr. and Mrs. [redacted]’s account solely as a courtesy to Mr. and Mrs. [redacted]. The accounts for Mr. and Mrs. [redacted] will reflect a zero balance due. Mollen expects that Mr. and Mrs. [redacted] this resolution will be satisfactory to Mr. and Mrs. [redacted], however, they are free to contact us should the desire anything further.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: Over 3 years ago, I had a flu shot at [redacted] in Mesa. Exact date was 09/28/2011. 3 months later 12/19/2011 I received the following notation on my statement:[redacted] Patient/Insured health identification number and name do not match. Charge $20.00. On February 6, 2012 a late charge? $5.00...... Have called your phone number (###-###-####) numerous times, left messages and no response. If there in fact is a difference in my health identification numbers and my name please show me the courtesy of returning my call and I will correct any errors. I will not reveal my personal information in an E-Mail.

[redacted]Desired Settlement: Clear $25.00 balance that has been paid by [redacted] & [redacted]. I do not want my good credit ruined by an unresponsive accounting department

Review: I went into the [redacted] in [redacted] in August 2012 and a table was set up for Flu & pneumonia shots. I stopped to ask how much they were. The man setting behind the table said your insurance will pay for it. I gave him my card, got my shots and left. Well 6 month later I get a bill from this company for $105.00. I called them and they said I owed it and if I did not pay it they would turn it over to a collection agency. I tried to explain to them the conversation that I had with their rep. And was told again "You owe it, Pay it". I called my insurance company and the told me there had never been a claim presented for them to pay from this company. I called Mollen back and told them to submit the bill to my insurance company and was told" it was not their job to do so, it was my job to pay my bills.." The rep misrepresented the company and their practices to me. I could have waited until I got back to [redacted] and paid NOTHING for the shots I received from this company. I was lied to by the Rep and by the customer service people. If this is their standard practices, they need to be investigated for FRAUD and UNETHICAL SALES PRACTICES. When you are told that you own nothing and then 6 month later you get a bill with some outrageous charges. The Rep even had a book with all the listed insurance companies listed and he showed me that mine was LISTED and there would be NO CHARGES!!!! Do they wait until you forget what their Rep told you and then start billing and threatening you in order to get extra monies from you???Desired Settlement: I want this company to live up to what their Rep told me and other people that the insurance plan that they have will cover the costs and not keep billing me and threating me by phone and threatening to turn over to collection agency when I own them NOTHING for service rendered. I want a letter or statement from this company stating this matter has been resolved and there is $0.00 BALANCE DUE!!

Business

Response:

Thank you for the opportunity to respond to the concerns presented by Ms. [redacted]. Ms. [redacted] received an influenza immunization and a pneumonia immunization at [redacted] Supercenter #[redacted] in Wayne, WV on September 3, 2012

It appears that Ms. [redacted]’s information was entered into Mollen’s medical records and billing system with an incorrect spelling of her first name. Her name is reflected in our system as “[redacted]” instead of the proper spelling of “[redacted].” This caused her insurance company, Health First Health Plans Medicare, to deny payment for her claim because the name listed on the claim did not match the information in the insurance company’s records. Mollen now recognizes that this was the issue and has resubmitted the claim to her insurance company.

If the resubmitted claim is denied because it is past the timely filing period for Ms. [redacted]’s insurance company, Mollen will write-off the outstanding balance on Ms. [redacted]’s account and not expect payment from her.

Mollen apologizes for the inconvenience that this matter has caused to Ms. [redacted]. Mollen also apologizes for the response that Ms. [redacted] received from Mollen’s billing department who should have recognized this error at the time of her phone call.

Thank you for accepting Mollen’s response to this complaint.

General Counsel &

Vice President, Human Resources

Mollen®

Office: ###-###-####

Mobile: ###-###-####

Review: After reading some of the other complaints, I have been duped as others have. I went to [redacted] on 09/20/12 and walked by the pharmacy. They had a temporary nurse there giving flu shots and other shots such as shingles and pneumonia. I asked for the prices of the shots and she asked for my insurance card ([redacted]). She put it in her system and proceeded to ask me a few questions and after checking her computer system, she told me, "You are in luck, your insurance will cover 100% of the shots." I told her I could not afford the shots since I was on Social Security disability and was on a fixed income. She checked again and reassured me the shots would be of no cost to me. The nurse then printed a RECEIPT and gave it to me showing a zero balance due. I did get the flu shot and the shingles shot. With receipt in hand I left the store and ASSUMED everything was in order. Then EIGHT MONTHS LATER I get a bill of Mollen Immunization Clinics stating I owe $245. I was shocked and very upset. I immediately called Mollen at ###-###-#### and spoke to a girl named [redacted] who was rude and refused to listen to my story. I told her I even had a receipt showing I owed a zero balance but she refused to listen. I told [redacted] I was on a fixed income and I NEVER would have agreed to the SHINGLES or flu shot if I would have had to pay for them myself. It is a good thing I didn't get the other shots the nurse recommened. I feel I have been duped and billed for services I was told UPFRONT I would not have to pay. I cannot afford this bill and I will be =Desired Settlement: Bring the balance to zero.

Business

Response:

Thank you for the opportunity to respond to the concern reported by [redacted] (Revdex.com ID #[redacted]).

In reviewing our records, we have determined that while we are contracted with Ms. [redacted]'s insurance carrier, her insurance policy does not provide coverage for the service we provided to her.

Mollen's nurses have the ability to determine at the time of service whether we are contracted with a particular insurer. Though our nurse can determine if we are contracted with a specific insurer, the nurse is unable to assure a patient that they have coverage for a specific services because insurers frequently offer a wide variety of insurance policies with varied benefits. Mollen is unable to assure a patient that the a specific service will be a covered service under the patient's health insurance policy.

Each patient is required at the time of service to agree to be financially liable for any service for which Mollen is not reimbursed by the patient's insurance company. Mollen was not reimbursed by Ms. [redacted]'s insurance carrier which is why she received a bill for the services that Mollen provided to her.

That being said, Mollen acknowledges that Ms. [redacted] may not have understood the distinction between being contracted with her insurer and having coverage for the services and Mollen also recognizes that Ms. [redacted] believes that she was assured at the time of service that there would be no cost to her for the service. In light of this, Mollen will agree to write-off the cost of the services that Ms. [redacted] received and close her account as paid ini full with no payment expected from Ms. [redacted].

This business engaged in illegal and unethical business practices. They double dipped with billing and tried to rob the seniors blind. Refrain from any contracts with mollen clinics. They will screw you and your employees and customers.