Northern Virginia Doctors of Optometry, PC

Thank you for your feedbackAgain, we apologize for the inconvenience you have experienced in this situation.We would like to accept your offer to show us the line item on your bank statement showing that check #*** has been cleared in the amount of $for service date 3/3/17, As the last letter detailed, we do have record of $being cleared with check #*** for date of Service 6/24/16.Moving forward, we will no longer send any invoices or notices for payment for this particular date of serviceTo clarify for future visits, it is our standard policy is to send out a statement once we receive the Explanation of Benefits from the patient's Insurance CompanyWe generate paper statements to the patient via mail and if no response or payment has been remitted back to us we proceed to send a generic message via emailHowever, we will not send any billing notices via e-mail, we will contact you directly via phone

Dear Valued Patient:Northern Virginia Doctors of Optometry has received your statement regarding the issues you have experienced with our Billing DepartmentWe would like to take this opportunity to address each item stated in your letter, and find a resolution for both parties involvedOne of our
company's goals is to deliver patient satisfaction.The first item we would like to acknowledge is the balance of $that is on your account, and your statement that you had paid this balance in full with Check #*** on April 10, Upon receipt of the letter from The Revdex.com, our first step of action was to research all of our check deposits and financial reports dating April 1, - June 20, After thoroughly looking into this issue on our end, we were unable to locate the above mentioned check and paymentTo ensure that we utilized all resources available to us, we then reached out to our bank's branch manager that is responsible for overseeing our company's accountWe provided them with the necessary information, and they were also unable to locate any such deposit, as of June 29, We did find a payment made for $(check #***) back in September for date of service 6/24/2016.Next, we would like to acknowledge the Communication you experienced with the NWOO Billing DepartmentIn the letter We received, it is listed that you reached out and called our office on April 23, and then again on May 21, 2017, Both of these dates fell on a Sunday, and we are closed for business on Sundays; however, we still looked for documentation notated on your account and we could not find any record of the Billing Department discussing the invoice with youAfter sending out three statements via mall, and not receiving payment it is protocol within the Billing Department to send a message through emailWe would like to take this opportunity to apologize for sending this message to your work email that we had on fileIt is never our intention to have a patient feel like we are harassing them, rather we were attempting to reach out in a different method as it appeared we did not have a response to the original invoices mailed out to you.As a resolution we are asking the patient to provide us the copy of the canceled check that shows that Northern Virginia Doctors of Optometry deposited Check #*** for $56.69, Whether the check was processed or not, we will be adjusting off the balance of $from her accountWe do want to offer an apology for any inconvenience that this has caused

[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 as Answered]
Complaint: ***
I am rejecting this response because:I do
not receive the original check. Most
financial institutions stopped returning the original check with the monthly
statements many, many years ago with the passage of Check ** and everything
being processed electronically. I do not
even know if this is an option with my credit union or what it would cost me if
it is an option.
I can
provide a copy of the check in my check book and the page on my statement that
shows that the check cleared. I have
through this mess for over a year and after multiple calls, it has been
resolved. To make a customer jump
through so many hoops for the massive disorganization of this company is not
acceptable
But for
really liking my doctor and the staff at the front, Northern Virginia Doctors
of Optometry would have lost me as a customer.
Someone
from Northern Virginia Doctors of Optometry has been calling me during my work
day. I am in a building with
non-existent cellular service and turn off my phone to keep from running down
the battery as my phone searches for service.
When I return the calls during lunch, no one can help me unless I know
that name of the person that called me.
Of course, there is no message so I have no clue who is calling me. This is why I provided Northern Virginia
Doctors of Optometry with my work e-mail address. I only authorized the use for reminders about
appointments. They have abused this by
sending me advertisements and other non-appointment informationVery discouraging and disappointment with the breakdown of customer service I have an appointment scheduled on July 14th that I will be cancelling and not rescheduling until this mess is resolved and I have received a confirmation that it Will Not happen again
Regards,
*** ***

Thank you for your feedbackAgain, we apologize for the inconvenience you have experienced in this situation.We would like to accept your offer to show us the line item on your bank statement showing that check #[redacted] has been cleared in the amount of $for service date 3/3/17, As the last letter detailed, we do have record of $being cleared with check #[redacted] for date of Service 6/24/16.Moving forward, we will no longer send any invoices or notices for payment for this particular date of serviceTo clarify for future visits, it is our standard policy is to send out a statement once we receive the Explanation of Benefits from the patient's Insurance CompanyWe generate paper statements to the patient via mail and if no response or payment has been remitted back to us we proceed to send a generic message via emailHowever, we will not send any billing notices via e-mail, we will contact you directly via phone

Dear Valued Patient:Northern Virginia Doctors of Optometry has received your statement regarding the issues you have experienced with our Billing Department. We would like to take this opportunity to address each item stated in your letter, and find a resolution for both parties involved. One of our...

company's goals is to deliver patient satisfaction.The first item we would like to acknowledge is the balance of $56.69 that is on your account, and your statement that you had paid this balance in full with Check #[redacted] on April 10, 2017. Upon receipt of the letter from The Revdex.com, our first step of action was to research all of our check deposits and financial reports dating April 1, 2017 - June 20, 2017. After thoroughly looking into this issue on our end, we were unable to locate the above mentioned check and payment. To ensure that we utilized all resources available to us, we then reached out to our bank's branch manager that is responsible for overseeing our company's account. We provided them with the necessary information, and they were also unable to locate any such deposit, as of June 29, 2017. We did find a payment made for $56.59 (check #[redacted]) back in September 2016 for date of service 6/24/2016.Next, we would like to acknowledge the Communication you experienced with the NWOO Billing Department. In the letter We received, it is listed that you reached out and called our office on April 23, 2017 and then again on May 21, 2017, Both of these dates fell on a Sunday, and we are closed for business on Sundays; however, we still looked for documentation notated on your account and we could not find any record of the Billing Department discussing the invoice with you. After sending out three statements via mall, and not receiving payment it is protocol within the Billing Department to send a message through email. We would like to take this opportunity to apologize for sending this message to your work email that we had on file. It is never our intention to have a patient feel like we are harassing them, rather we were attempting to reach out in a different method as it appeared we did not have a response to the original invoices mailed out to you.As a resolution we are asking the patient to provide us the copy of the canceled check that shows that Northern Virginia Doctors of Optometry deposited Check #[redacted] for $56.69, Whether the check was processed or not, we will be adjusting off the balance of $56.69 from her account. We do want to offer an apology for any inconvenience that this has caused.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:I do
not receive the original check.  Most
financial institutions stopped returning the original check with the monthly
statements many, many years ago with the passage of Check ** and everything
being processed electronically.  I do not
even know if this is an option with my credit union or what it would cost me if
it is an option. 
I can
provide a copy of the check in my check book and the page on my statement that
shows that the check cleared.   I have
through this mess for over a year and after multiple calls, it has been
resolved.  To make a customer jump
through so many hoops for the massive disorganization of this company is not
acceptable.
But for
really liking my doctor and the staff at the front, Northern Virginia Doctors
of Optometry would have lost me as a customer. 
Someone
from Northern Virginia Doctors of Optometry has been calling me during my work
day.  I am in a building with
non-existent cellular service and turn off my phone to keep from running down
the battery as my phone searches for service. 
When I return the calls during lunch, no one can help me unless I know
that name of the person that called me. 
Of course, there is no message so I have no clue who is calling me.  This is why I provided Northern Virginia
Doctors of Optometry with my work e-mail address.  I only authorized the use for reminders about
appointments.  They have abused this by
sending me advertisements and other non-appointment information.
Very discouraging and disappointment with the breakdown of customer service.  I have an appointment scheduled on July 14th that I will be cancelling and not rescheduling until this mess is resolved and I have received a confirmation that it Will Not happen again.
Regards,
[redacted]