Northeast Pediatrics

To Whom It May Concern:This letter is in response to the complaint written from [redacted] letter dated 03/20/2014.Please find the attached letter of comments from the actual telephone conversation between Northeast Pediatrics and [redacted] on 03/14/[redacted] absolutely used fowl language on 3/14/to our staff member [redacted] not once but twice in a phone conversation when [redacted] was trying to help [redacted] [redacted] got very upset, rude, and began to use unacceptable language towards our billing dept [redacted] (quote)I will never pay this $20.00.“Our Office Policy is: Any parents or children that use any kind of fowl language to any office staff members or other patients is an automatic discharge.”Enclosed you will find the explanation of Benefits that proves that [redacted] is responsible for her childs copay.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
What was written is a complete lie about the phone commentsI was speaking to billing (***) when *** stated let me speak to the nurse to see if she would know what the fee is because my children charts are at the other officeWhen *** is the billing person and should not even have to ask a nurse (***) about the billing issueWhen *** came back onto the phone she stated that the nurse *** said they sometime charge a nursing fee! I then stated "a nursing fee?" what is a nursing fee it is a well visit for a flu shot, that makes no sense." I then stated it is ridicilous that this goes from one thing to the next and they do not even know what they are billing for 99.9% of the timeThen *** put me on the phone for some reason with *** the nurse to explain what a nursing fee is that is sometimes chargedI knew it was not a nursing fee it made absolutely no sense I did say I would never pay the $so that I have to fight for months for it back like I had to do with my other child. *** then put me on hold and then sounded like she picked up and hung upI then tried to call back or times and got no answer, pretty much like they were ignoring my calls after I believe they hung up on meBecause was just on the phone with them and then they wouldn't pick upThe first time I tried to call back after we some how got disconnected the front desk person picked up and transferred me to the billing line and got no answerWhen I have been trying to leave messages since Oct/Nov when I have recieved the bill she should have had my chart available before she even made a phone call to meIt is pretty sad you have to call more then multiple times for months on end to clear up a simple $copay issueAnd everytime you do get the chance to speak to *** in billing she has no idea what to say or what she is doing and yes it is frustratingBut I am not the type of person to just throw the F-word out thereI'm definitely more business professional then anyone that works within that businessEspecially knowing I tried to reach out to Dr*** himself to try to clear up this issue and he wouldn't even give me the time of dayWhich then again makes you see why his practice is being run the way it isI was told from the front desk person he told her to tell me "I had to clear that up with the billing department." If I am being kicked out of the physicians office for checked reasons that are completely when they didn't even have my chart on hand to give me any sort of accurate information on the charges being billedI would like my childrens records sent to fax *** at no charge
Regards,
*** ***

To Whom It May Concern:This letter is in response to the complaint written from [redacted] letter dated 03/20/2014.Please find the attached letter of comments from the actual telephone conversation between Northeast Pediatrics and [redacted] on 03/14/14.[redacted] absolutely used...

fowl language on 3/14/14 to our staff member [redacted] not once but twice in a phone conversation when [redacted] was trying to help [redacted] got very upset, rude, and began to use unacceptable language towards our billing dept. [redacted] (quote)I will never pay this $20.00.“Our Office Policy is: Any parents or children that use any kind of fowl language to any office staff members or other patients is an automatic discharge.”Enclosed you will find the explanation of Benefits that proves that [redacted] is responsible for her childs copay. .Sincerely,

Review: My daugter is now almost 17 months old. It all began after a couple of her first visit to the doctor office I found out I should not being paying co-pays if my insurance is through the Affordable Care Act. I contacted my insurance they had told me that I was correct and through the insurance I have for my family co-pays should not have to be paid. It took me 8 months to recieve the $80.00 refund back from this doctor's office billing department after going back and forth, back and forth. It felt like a never ending battle. I would call one day [redacted] in there billing department would be out of the office. Then I would get a voicemail box that was full and could not leave messages. Then I would leave messages with the front desk that would say they could take written messages and would never receieve a call back. After calling and calling and leaving written messages would still seem to get no where. Finally 8 months later that issue finally got cleared up. Now I took my other daughter whom was going to her well visit for an 8 year check up and a flu immunization, as well as my youngest daughter for the same thing just different age well check. I recieved a co-pay bill for my oldest and not my youngest. I began to call to try to confirm why one was being charged and not the other and I felt like we were going right back to the same issues I had before with them. The doctor's appointment was on September 25, 2013 which I did not even get a call back until the beginning of this month March 2014. When I have been trying to contact them since I have recieved the bill back in Oct/Nov 2013. After I recieved the call from [redacted] in there billing department stating she does not have my charts they are at a different location she will get back to me when she can reveiw the chart I stated how ridiculous this is becoming to keep having these issues with this billing department. Never once used language that was inapporiated just felt completely irritated that this is going to be an ongoing issue once again. Then she said she had to talk it over with a nurse what the fee could have been for which she whom works in the billing department should know and not need to discuss with a nurse I feel. Then I got disconnected someone or another. Tried to call back 3 times in a row and no answer. Then a day or so later I tried to call back and [redacted] from the billing answered the phone at the front desk and said she is not doing billing today she is working the front desk and shut me out that fast when I tried explaining this needs to be cleared up its has been going on for 4-5 months now over a $20.00 copay I want answers for. Then that Saturday I recieved in the mail a letter stating they were not going to see my children anymore I would need to find a new physician within 30 days. And also stating to get my records transferred there will be a $15.00 fee for each child's record. The letter was not signed by the doctor and the letter stated there would be another document enclosed which there was not. Also my childrens last name was spelled incorrectly. I have tried to call to speak directly to the doctor. Dr. [redacted] whom is my children's doctor and whom was typed at the bottom of the letter. He would not give me a call back and told the girl whom I left the message with when they have first opened that I would have to clear that up with billing but never called to let me know. Nor do I want to have to deal with the billing department that gets me nowhere. Everything I have had to deal with since my youngest daughter has been pretty much born has been not professional in any ways possible and they just expect me to take it and not get any answers. And now they are refusing to see my children which is completely fine. I just do not think the way the whole situation has been handle should have been done to anyone and if [redacted] in the billing department can not handle her job she should not have that position. I would not want to see anyone have to deal with what I have been dealing with from this doctor's office. The letter that was recieved was completely incorrect. One reason stating I have no followed up with payment arrangements. Which I have, I have always paid more then I needed to and had to fight for months to get money back and there was no payment arrangement even made because I could never get a straight answer on why I was being charged. And the second reason was using inappropiate language which is completely false. Yes I may have been frustrated and irritated and everything other emotion (including being 6 months pregnant and needing to deal with the stress of all of it) made me not be all sweet but who would be when they are being so difficult. But no curse words or inappropiate langauge was ever used. So I feel like my children are getting let go from their doctor for reasons that are completely false.Desired Settlement: My children's record to be transferred for free because they are kicking my children out. When I have been the one trying to clear up the issues. And to have the billing copay issue resolved.

Business

Response:

To Whom It May Concern:This letter is in response to the complaint written from [redacted] letter dated 03/20/2014.Please find the attached letter of comments from the actual telephone conversation between Northeast Pediatrics and [redacted] on 03/14/14.[redacted] absolutely used fowl language on 3/14/14 to our staff member [redacted] not once but twice in a phone conversation when [redacted] was trying to help [redacted]. [redacted] got very upset, rude, and began to use unacceptable language towards our billing dept. [redacted] (quote)I will never pay this $20.00.“Our Office Policy is: Any parents or children that use any kind of fowl language to any office staff members or other patients is an automatic discharge.”Enclosed you will find the explanation of Benefits that proves that [redacted] is responsible for her childs copay. .Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

What was written is a complete lie about the phone comments. I was speaking to billing ([redacted]) when [redacted] stated let me speak to the nurse to see if she would know what the fee is because my children charts are at the other office. When [redacted] is the billing person and should not even have to ask a nurse ([redacted]) about the billing issue. When [redacted] came back onto the phone she stated that the nurse [redacted] said they sometime charge a nursing fee! I then stated "a nursing fee?" what is a nursing fee it is a well visit for a flu shot, that makes no sense." I then stated it is ridicilous that this goes from one thing to the next and they do not even know what they are billing for 99.9% of the time. Then [redacted] put me on the phone for some reason with [redacted] the nurse to explain what a nursing fee is that is sometimes charged. I knew it was not a nursing fee it made absolutely no sense. I did say I would never pay the $20.00 so that I have to fight for 8 months for it back like I had to do with my other child. [redacted] then put me on hold and then sounded like she picked up and hung up. I then tried to call back 3 or 4 times and got no answer, pretty much like they were ignoring my calls after I believe they hung up on me. Because was just on the phone with them and then they wouldn't pick up. The first time I tried to call back after we some how got disconnected the front desk person picked up and transferred me to the billing line and got no answer. When I have been trying to leave messages since Oct/Nov when I have recieved the bill she should have had my chart available before she even made a phone call to me. It is pretty sad you have to call more then multiple times for months on end to clear up a simple $20.00 copay issue. And everytime you do get the chance to speak to [redacted] in billing she has no idea what to say or what she is doing and yes it is frustrating. But I am not the type of person to just throw the F-word out there. I'm definitely more business professional then anyone that works within that business. Especially knowing I tried to reach out to Dr. [redacted] himself to try to clear up this issue and he wouldn't even give me the time of day. Which then again makes you see why his practice is being run the way it is. I was told from the front desk person he told her to tell me "I had to clear that up with the billing department." If I am being kicked out of the physicians office for checked reasons that are completely false when they didn't even have my chart on hand to give me any sort of accurate information on the charges being billed. I would like my childrens records sent to fax [redacted] at no charge.

Regards,