NOVA Health

Revdex.com: 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 [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]I am NOT accepting this second response from Nova HealthA couple points to mention: (1) I was NEVER told my phone conversation would be recorded There was no "disclaimer" provided saying the conversation would be recordedI understand that quality assurance is important for many organizations but this must be disclosed BEFORE a conversation can actually be recordedThis was never mentioned to me during any of my conversations with Nova Health and my privacy has been violated in this manner.(2) The Revdex.com is a Non-Profit agency meant to maintain and advance the marketplace TRUST for consumers The Revdex.com is not a legal agency I filed my intial complaint against Nova Health with the Revdex.com with the intent to share my unfortunate experience with Nova Health I was not filing any legal action simply because the Revdex.com is not a legal entity BUT now, since Nova Health decided to provide my private medial information to the Revdex.com (a blatant violation of HIPPA regulations) My detail blood results and social security number was not required to show proof of services rendered by Nova Health So when Nova Health claims they feel justified in sharing my private information with a non-profit organization, they are in violation.I refuse to accept any response provided from Jan Atkins and Nova Health My HIPPA rights have been violated and I am now pursuing legal action against Nova Health.Regards, Charlotte Heick

[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 ***, 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 resolvedA full refund is required in order to end this dispute
Regards,
*** ***

RE: [redacted] / Nova Health   [redacted] came in for a free consultation on 3/30/2016 and had labwork drawn for $100 (which is normally $450) she stated that she would talk to her husband as far as how she wanted to proceed on which form of payment to use for her treatment.  I...

indicated that the labs are a one day turn around and I would call her as soon as I had them back.  She also asked about our physician prescribing her thyroid medication and I told her that he uses Armour Thyroid.    When we received her labs I gave her a call and told her what her levels were and that if she wanted to move forward we would need to collect payment and schedule her first insert/appointment with Dr. [redacted] and get her pellets ordered.  On April 4th Mrs. [redacted] decided to use our 12 months/zero interest financing.  I told her I could do it over the phone and get everything processed and when she came in for her next appointment she would receive copies from her file. There is very specific criteria that is needed to submit the application so I told her I would need to ask her a few questions, which I did and she gave me all the info to process the ap.  I also stated that we would make her appointment and order her pellets, she made an appointment for 4/15/2016 to have the hormone therapy treatment here in our office.  Four days later I received a message she left indicating that she decided she "wanted to do something less invasive and needed to cancel"  I left several messages on her cell phone indicating what our cancellation policy is as well as letting her know that her chart had been dosed and her pellets were ordered (patients also have to give a social security number to order pellets - it's a Federal DEA regulation.)  I made several attempts to contact her to no avail.  Mrs. [redacted] and I finally spoke on 4/12/2016 and I indicated that I was willing to give her a refund once I received the hormone pellets that belong to us!  She stated that she would "drop them in the mail as opposed to bringing them by our office because she doesn't live close." We received the pellets here in our office this morning and a full refund will be granted even though it clearly states on our paperwork that "a refund must be requested in writing within 3 business days and a 25% fee will be charged for any cancelled package."   This complaint is absurd and totally unnecessary because Mrs. [redacted] was already told she would get a refund as soon as we received our hormone pellets. Also, it is ridiculous and impossible to "establish an account in someone's name without their permission and/or knowledge because we obviously have to have very specific details to do so ie..social security number, income, mortgage amount etc.!  We are held to very high standards and take excellent care of our patients in order to meet their needs on a daily basis, which is why we've been so successful at improving our patients quality of life for six straight years.  I can provide a copy of the full "refund" if necessary.   [redacted]s Nova Health HRT Practice Administrator/Medical Consultant

Revdex.com:
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.
[Provide details of why you are...

not satisfied with this resolution. Please respond here ONLY]I am NOT accepting this second response from Nova Health. A couple points to mention: (1) I was NEVER told my phone conversation would be recorded.  There was no "disclaimer" provided saying the conversation would be recorded. I understand that quality assurance is important for many organizations but  this must be disclosed BEFORE a conversation can actually be recorded. This was never mentioned to me during any of my conversations with Nova Health and my privacy has been violated in this manner.(2)  The Revdex.com is a Non-Profit agency meant to maintain and advance the marketplace TRUST for consumers.  The Revdex.com is not a legal agency.  I filed my intial complaint against Nova Health with the Revdex.com with the intent to share my unfortunate experience with Nova Health.  I was not filing any legal action simply because the Revdex.com is not a legal entity.  BUT now, since Nova Health decided to provide my private medial information to the Revdex.com (a blatant violation of HIPPA regulations).  My detail blood results and social security number was not required to show proof of services rendered by Nova Health.  So when Nova Health claims they feel justified in sharing my private information with a non-profit organization, they are in violation.I refuse to accept any response provided from Jan Atkins and Nova Health.  My HIPPA rights have been violated and I am now pursuing legal action against Nova Health.Regards,
Charlotte Heick

RE: Complaint ID [redacted] ([redacted]) Third response regarding this complaint   I have been out of town and while I was gone I received two letters from the Revdex.com, the first one dated 7/5/2016 stating that "We notified [redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached.  Revdex.com has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your firm's Revdex.com Business Review as: "Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business's response."   I also received a letter dated 7/6/2016 with a redundant complaint that was already addressed and a new one, when the prior letter dated the day before stated the complaint was closed.  I called and spoke to someone and got transferred to a person in the "dispute department" where I left a detailed message.  I decided to send an email while I wait on my call to be returned. [redacted] first called our office on Friday, April 22nd at 1:56 pm using phone number ###-###-#### which clearly states at the beginning of the call "Thank you for calling Nova Health, for quality assurance this call may be recorded."  See attached. As far as the "(2)" point in the letter dated 7/6/2016 please reference our second response faxed on June 22nd, 2016 as it's already been addressed.   [redacted] has also had an attorney since June 10th which we've addressed. Please let us know if you need any further documentation. Sincerely,   Nova Health HRT/[redacted]  [redacted] Nova Health HRT Practice Administrator/Medical Consultant ###-###-####   LOUISVILLE - Nova Received a New Call - Fri, April 22, 2016 1:56 pm listen details   Caller Name [redacted] Number ###-###-#### Address Louisville KY,40203 Call Status completed Duration 00:03:58 TalkTime 00:03:39 RingTime 00:00:19 Date&Time Apr 22 - 1:56 pm Recording call recording Tracking Data TrackingNumber (Website) ###-###-#### TrackingSource Website - Louisville