Mr. Build: Steven J. Navarro & Associates, Inc.

Ms***'s complaint was forwarded to me for handling as the purchase of the Ford Focus was ultimately handled by my Special Finance DepartmentI spoke to Ms*** today and a summa1y of the action being taken to remedy her complaint is outlined in the paragraphs below History: On
Janumy 29, 2017, Ms*** signed on a loan for the purchase of a Ford Focus for her friend, Ellen ***The loan was submitted to several prime lenders but they were unable to obtain an approval due to Ms***s creditThe file was forwarded to my department and we obtained an approval; they were to come in to sign a new contract on February 7, The interest rate rose from to 12.74, but we lowered the price to keep the payment at $a monthMs*** signed on Februmy 10, but the final contract was not signed by Ms*** until March 8, Resolution: Duplicate inquiries: Rodeo Ford, the Earnhardt Special Finance departments and Ally Financial have separate primaty credit and sub-prime departmentsThe result was a duplicate inquire on Ms***'s credit from Earnhardt and AllyI have requested the second Earnhardt inquily dated Janua1y 31, be deleted from her Experian and TransUnion credit reportsI have prepared a letter and emailed it to Ms*** to sign giving me authorization to request the removal of the inquiry as Ally requires a signed letter from the consumer to accept our request Flagship: Due to the delay in getting the second contract signed, the lender received it after the original approval expiredThey are required to pull a second credit report if days has elapsed to verify that there are no material changesThe additional was inquiry was the result of a transmission error when submitting the applicationUpon receipt of the signed letter mentioned in the paragraph above, I will forward it to my counterpa1t at Flagship The contract is a standard co-buy, with joint contractual liabilityThe Flagship automated system only allows for only one buyer's information and it is the first name that is listed on the contactBoth contracts signed listed Ms***'s name firstFlagship states that Ms*** can access the on-line payment option using her Flagship account number

The general manager of Rodeo Ford has spoken with MrL*** and has agreed to refund the amount charged for the disputed alarm. MrL*** understands that the check will be sent to the company that financed his purchase of the vehicle. The dealership will send MrL*** a copy
of the check it mails to the financing company. Mary L*** ***/General Counsel

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am on satisfied that this will resolve the problem in the futureI did indeed have my service in the Shenandoah Valley! They also did not address my other concerns nor reimburse me the full amount that I had requested A public apology also must be made to all of those individuals who have been overbilled
Regards,
*** ***

Ms. [redacted], We are showing a zero balance on our side as of today 9/11/17.   Thank you, Carilion ClinicPatient Advocacy

The general manager and service manager of the dealership have resolved this matter with Mr. Lay.   Mary LaRue [redacted]/General Counsel

Mary L[redacted]
General Counsel [redacted]  *  [redacted] January 8, 2016 Experian P.O. Box 4500 Allen, TX 75013 Equifax Credit Information Services, Inc. P.O. Box 740256 Atlanta, GA 30348 TransUnion, LLC Trans Union Consumer...

Relations P.O. Box 2000 Chester, PA 19022re:  Rodeo Ford, Inc. re Joyce [redacted] SSN: 559-80-7596 22199 W Shadow Drive Buckeye, AZ 85326 Request to Remove Credit Inquiry Greetings: I am an assistant to Mary L[redacted], general counsel for the Earnhardt dealerships, including Rodeo Ford, Inc. The legal department has been asked to respond to a concern expressed by [redacted], through the Revdex.com, regarding a claim of an unauthorized credit inquiry by Rodeo Ford on or about September 27, 2015. Ms. [redacted] visited Rodeo Ford with an interest in test driving a Ford F-150. Ms. [redacted] completed a credit application but requested Rodeo Ford not to pull her credit. However, as a result of either a clerical oversight or miscommunication, Rodeo Ford's investigation of Ms. G[redacted] concern as expressed to the Revdex.com on January 2nd, revealed that Rodeo Ford pulled Ms. G[redacted] credit. Rodeo Ford respectfully requests your assistance in removing its September 27lh inquiry from Ms. G[redacted] credit report. Please call if there are any further questions Very truly yours,Mary/Lou C[redacted]Legal Department /mlc   Experian Equifax TransUnion January 8, 2016Page 2 [redacted]
Drive   Revdex.com, Case No. [redacted] 4428 N. 12th Street Phoenix, AZ 85014

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[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.]
Revdex.com:
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,
[redacted]

Thank you for contacting the Revdex.com about your recent Carilion Clinic bill. While we are always discouraged to hear that we have failed to meet patient or family expectations, we are appreciative of the fact that we have been given the opportunity to evaluate and understand the issues to see if...

there are improvements necessary for the future to avoid such concerns.
At the patient’s request, the account has been reviewed with the insurance several times to see why the claim in question hasn’t been paid. Our research has shown a Coordination of Benefits (COB) update was necessary on several occasions.  Our first contact on 9/2/15 indicates that insurance required a COB, and that the insurance company mailed one to the patient 6/24/15 and 7/9/15 with no response. After that conversation with the insurance company on 9/2/15, we mailed the patient a COB letter. We have had several other denials for the same reason on 9/29/15, 3/8/16 and 3/14/16. 
Based on a call to our Billing Customer Service office on 5/3/16, we checked with the insurance again. They do show record that the patient updated his COB 6/8/15 but were unable to tell us why that information was not updated in order to have them reprocess the claim prior to 4/7/16. The balance has been corrected by posting the contractual adjustment.
Our records indicate that the patient will receive a statement and a final notice prior to this account being transferred to collections and should contact our Billing Customer Service team at the information below to discuss payment options.
We regret that this has been a frustrating experience for the patient. If we can assist you further, please contact us at [redacted], toll free at [redacted] or by email @ [redacted]  We are available M- F 9a-6:00p.  
Sincerely,
[redacted]           
Manager, Billing Customer Service

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Mr. [redacted],
Carilion Clinic has received your feedback submitted to the Revdex.com regarding the coding of your bill from June 6, 2015 for your annual physical.  You stated that you have tried on three different occasions to resolve a coding issue with the bill you...

received to no avail.  While I was saddened to hear we had failed to meet your expectations, I am always thankful for feedback from our patients, which we use in our continuous improvement efforts. 
Based on your feedback a thorough review of your concerns was conducted.  It shows that you did dispute your balance for the June 6, 2015 visit siting a coding error that left you owing a balance ($201.11) when your previous visit was covered at 100%.  Our billing department did receive your concerns and attempted to change the coding based on the documentation review, but the changes were not accepted after the fact and the bill remained. 
Clearly there were some communication misgivings concerning the nature of your visit to your physician and how it was coded.  I wish to apologize for the inconvenience this has caused.  We strive to exceed our patients expectations at all times and unfortunately we failed on this occasion.  The balance you owe ($201.11) has been retrieved from collections and has been adjusted to reflect a $0 balance.  Please know we appreciate you Mr. [redacted], and want to keep you as a member of our Carilion Clinic family.
Sincerely,
[redacted]
Patient Advocate, Carilion Clinic

Ms. [redacted],
Thank you for discussing your concerns with me via phone today.  Your input will be used to guide our improvment efforts moving forward.  I am thankful we were able to reach a resolution.  
Sincerely,
Carilion Clinic Patient Advocacy

[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.]
Revdex.com:
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.
[redacted]

Thank you for contacting the Revdex.com about Carilion's billing practices. While we are always discouraged to hear that we have failed to meet a patient or family expectation, we are appreciative of the fact that we have been given the opportunity to evaluate and understand the issues to see if there...

are improvements necessary for the future to avoid such concerns.
Carilion’s Professional Billing office has reviewed your account and determined that an insurance adjustment should have been applied in this case.  The confusion has been that this is a non-participating insurance except when the treatment occurs in the Shenandoah Valley. The account now reflects a zero balance. 
We regret that this has been a frustrating experience for you, but please know we have been able to improve our internal communication processes with the family practice offices in these matters.   It does not erase your bad experience, but please know we take these matters seriously and wish to keep you as part of our Carilion Clinic family.  Your feedback is appreciated and is used in our continuous improvement efforts. 
If we can assist you further, please contact us at [redacted], toll free at ###-###-#### or by [redacted].  We are available M, W, F 9a-4:15p and T, Th 9a-6:00p.  
Sincerely,
Carilion Clinic Professional Billing.

Our billing department manager was able to reach Ms. [redacted] to discuss her concerns this morning.  The requested detailed bill has been sent to her today.  We appreciate Ms. [redacted] bringing her concerns to our attention as they will be used in our continuous improvement efforts.

I have reviewed the response offer 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.
Regards,
[redacted]
Thank you for this response, and for sending the  letter confirming  that the $233.20 balance has been adjusted.  However, just yesterday, I recieved a new EOB from [redacted], stating that I owe $51.77 for  two charges for the visit on 3/18/17.   Is this a new charge pending?   I know  that this date has been a target of many changes in billing, coding, retractions  etc.  Please advise. Thank you.

Ms. [redacted],       I am very sorry to hear that you had concerns about your bill.  Our billing department has reached out to [redacted] to have this bill reprocessed for additional payment.  If you would like to discuss this in more detail please...

reach out to our Patient Advocacy department at [redacted]. Thank you,Carilion Clinic Patient Advocacy