New Mexico Orthopaedic Surgery Center

[redacted] *** [redacted] *** [redacted] *** [redacted] Dear Mr***: NMOSC has received and responded to your complaint # [redacted] that was filed through the Revdex.com on 6/26/I have received another complaint letter remarking that our side of the deal was not upheldUnfortunately this is another misunderstandingYour facility fee with the surgery center was refunded to you and the outstanding balance left on your account was written offI have included a statement of your account showing a zero dollar balanceThis refund and write off was done with good faith with the understanding that the facility had made the error and the facility would rectify it by refunding monies paid and writing off monies owedCheck number [redacted] for $1,was written on 6/30/and deposited on 7/8/17, and your balance of $1,was taken off of our ledger on 6/29/Your financial obligation to New Mexico Orthopaedic Associates was never known to New Mexico Orthopaedic Surgery Center because NMOSC and NMOA are different businessesYou have been sent to collection agency by NMOA for your outstanding bill for the surgeon's fees by the surgeon's officeIn your letter you state that the money you paid and were refunded and the remainder that was written off never went towards your deductibleAccording to your insurance carrier, $of your $deductible has been metSee the attached benefit eligibility printed from the Presbyterian Health Plan portal on 10/6/Your patient responsibility according to PHP has been satisfied in fullAs soon as the claim is filed to insurance, the insurance companies hold us accountable to collect or write off the patient portionsWe choose what to do with that balance, and in your circumstance the choice was made to refund the amount paid and write off the remaining balance according to the agreement that you and I hadThere is nothing further that can be done on our end at NMOSC to resolve this matterYou must take up the balance owed to NMOA with NMOAThe billing phone number is ###-###-####Sincerely, Matthew A [redacted] CC: Revdex.com, ID# [redacted] Copy on file in chart

Thursday 29th of June *** *** *** *** ** *** Dear Mr***: We have received your complaint #*** that was filed through the Revdex.com on June I apologize for our misunderstanding and running your credit application
without your consentI understand that this has caused a serious inconvenience in your finances and for that, I apologize When I spoke with the CareCredit agency they were not able to help me resolve the credit reporting issue in any wayThe customer service agent, however, did give me two ways to resolve the balance: have the customer file a dispute and have the $returned to the client, or refund the client directlyI made it very clear when I spoke with them that the issue was about the credit score and bureau reporting and they made no mention of helping resolve any of it in any wayI was not made aware of the additional measures available to clear up the credit To make our apology more effective I would like to honor what we had talked about last week when we spoke on this matter over the phoneWe will refund you the patient portion of your bill that you had paid with the CareCredit and your credit cardWe will write off the remaining balance for the May 16th date of surgery and the remaining balance from your procedure done on April 24th of this year There will be a check issued to you in the amount of $and a write-off of your balance of $which will bring your account balance owed to zero for NMOSC Again, I am truly sorry that this happened to you and your familyI have fully explained the gravity of applying without consent to our staff involvedWe have completely changed our internal processes so that this doesn't happen again Sincerely, Matthew A*** CC: Revdex.com, ID# *** Copy on file in chart

Case # ***Hello my name is *** ***. I filed a complaint against New Mexico Orthopaedic Surgery Center back in June of 2017. We had come to an agreement through the Revdex.com and I thought things were done. I got a letter from Colorado Collections for $from New Mexico Orthopaedic. I called New Mexico Orthopaedic because it was my understanding that my bill was written off for my surgery on May 16th and an injection procedure done on April 24th. Well the bill is from Dr.K*** under another dept of New Mexico Orthopaedic. They told me that it was a different dept that billed me. When I contacted my Presbyterian insurance they told me that New Mexico Orthopaedic Surgery Center is the one who put in the claim. I went back and forth with the surgery center and the doctors office. The administrator and her helper Matthew agreed that my whole bill for those two dates would be written off and that I had a zero balance. Now they are saying that it is another dept that billed me. How are we to know as customers that they have all these different sub departments to re-direct billing? Plus I found out that the money I first paid to them that was refunded to me in "good faith" never went to my deductible. Basically on paper its like I never had surgery. The deductible I thought should have been complete on my end. So, if this was written off, why did I get billed for the surgery after the fact? If you look at the agreement they said that the two procedures were to be written off. It is their fault that this whole mess started by opening up a line of credit without my authorization, and it is their responsibility to be more clear about what they were writing off. It is not the consumers fault that they don't know all the different departments that bill us. I went to NM Orthopaedics for surgery, this happened, and they said they were going to take care of it. It is now in collections and I'm getting the run around again. I want them to fulfill what they promised and bring my balance to zero. Please look at the agreement that was made back in July. If you need to ask me any questions I can go into more detail about the conversations I had yesterday with the billing dept from NM Ortho and my insurance Presbyterian Medical Group. *** ***###-###-####

Complaint: [redacted]
I am rejecting this response because:I was a referred to New Mexico Orthopaedics from my Presbyterian insurance.  It is not the patients responsibility to know of all the business's that New Mexico Orthopaedics Surgery Center contracts out to.  Mr A[redacted] clearly stated in the settlement letter that ALL my balances from my procedures on April 24th and May 16th would be brought to a zero balance.  He DID NOT state that my balance would be brought to a zero balance ONLY for New Mexico Orthopaedics Surgery Center.  The surgery was organized by NM Orthopaedics Surgery Center and they are responsible to do what we agreed upon.  Dr K[redacted] did the surgery on May 16th and billed me for that date.  Mr A[redacted] should have stated that other bills would come from different businesses.  How are we to know how many businesses they contract out to.  Am I going to get a bill from New Mexico Orthopaedics Janitorial Center for the bed I had surgery on?  They clearly stated that all balances for the two dates were brought to zero.  That means if they have another business under a different name that is getting paid for that surgery, then they are responsible.  Mr A[redacted] should have clearly stated on the settlement letter that it covered ONLY NM Orthopaedics Surgery Center.  He stated that in good faith all balances for those dates are taken care of and now he is trying to go back on his own word.  He attached the settlement letter so we can all look it over.  The main thing is is that he was vague in his settlement letter which is his fault.  And none of this would be happening if they did not illegally pull my credit with out my authorization.  They messed this up from the beginning and are now not taking full responsibility and following through with their promises.  Read the settlement letter for yourselves. ALL remaining balance will be bought to zero balance.  No where does it say ALL of NM Orthopaedic Surgery Center balance and our balance only.  If it is ok for this business to do what they want, when they want, and how they want, people need to know.  And I will not accept their settlement until they do what they promised to do.
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

[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 is satisfactory to me.
Regards,
[redacted]  [redacted]

[redacted] Dear Mr. [redacted]:  NMOSC has received and responded to your complaint #[redacted] that was filed through the Revdex.com on 6/26/2017. I have received another complaint letter remarking that our side of the deal was not upheld. Unfortunately this is another misunderstanding. Your facility fee with the surgery center was refunded to you and the outstanding balance left on your account was written off. I have included a statement of your account showing a zero dollar balance. This refund and write off was done with good faith with the understanding that the facility had made the error and the facility would rectify it by refunding monies paid and writing off monies owed. Check number [redacted] for $1,032.96 was written on 6/30/17 and deposited on 7/8/17, and your balance of $1,842.19 was taken off of our ledger on 6/29/17. Your financial obligation to New Mexico Orthopaedic Associates was never known to New Mexico Orthopaedic Surgery Center because NMOSC and NMOA are different businesses. You have been sent to collection agency by NMOA for your outstanding bill for the surgeon's fees by the surgeon's office. In your letter you state that the money you paid and were refunded and the remainder that was written off never went towards your deductible. According to your insurance carrier, $1500 of your $1500 deductible has been met. See the attached benefit eligibility printed from the Presbyterian Health Plan portal on 10/6/17. Your patient responsibility according to PHP has been satisfied in full. As soon as the claim is filed to insurance, the insurance companies hold us accountable to collect or write off the patient portions. We choose what to do with that balance, and in your circumstance the choice was made to refund the amount paid and write off the remaining balance according to the agreement that you and I had. There is nothing further that can be done on our end at NMOSC to resolve this matter. You must take up the balance owed to NMOA with NMOA. The billing phone number is ###-###-####. Sincerely, Matthew A[redacted] CC: Revdex.com, ID# [redacted] Copy on file in chart