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Nystrom & Associates Ltd

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Nystrom & Associates Ltd Reviews (14)

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 meThey are still in the process of finalizing the terms agreed to, but I have an email with the terms agreed to Thank you

Initial Business Response /* (1000, 5, 2015/07/01) */
July 1,
Revdex.com of MN
Re: Case # ***
Thank you for contacting our office for clarification of this matterWe apologize if the experience with our billing department was not a positive oneWe thank you for
your feedback; it is appreciated and will help us improve our internal processes as well as our customer service
We do see the original request regarding this refundUpon request of the refund Nystrom & Associates, Ltd(NAL) contacted the patient's insurance company, BCBS and was informed by a BCBS representative that the insurance policy ended on 8/24/BCBS advised they may take their payment for the service back, resulting in no credit on the account as the responsibility for the bill would have remained with the patientAfter this, NAL reached out to BCBS again and was given different information regarding the policyIt was relayed at that time that the policy did end on 8/23/but that the policy included a day "grace period" where claims would be coveredDuring this phone call the BCBS representative was able to confirm they would not be taking their payment back
Upon receipt of this information, NAL cut a check in the amount of $(check # ***) and mailed it back to the patient on 6/29/
Sincerely,
***
Patient Accounts Director
***

Thank you for contacting us for clarificationNystrom & Associates, Ltd(NAL) Quality Improvement dept investigated your concernsWe included a summary of our findings in this response and addressed your concerns in full in the attached document.Appointment cost: NAL did not receive $for
an intake sessionNAL has contracts with many insurance payers which determine payment amount prior to patients being seenIn this case the contracted amount with Ms***’s insurance, UBH, was $for a psychiatric intake appointmentPer NAL’s contractual obligation with UBH, NAL adjusted off $Availability: Many NAL sites are open until 8pm and have Saturday availabilityThese appointments are popular and fill more quickly than other appointment timesVisit frequency: NAL policy states psychiatric providers must see patients a min of once every months to provide prescriptions; this ensures medications are properly managed and prescribed safelyA min of visits per calendar year reflects psychiatric community standardsCancellation charge: Ms*** was assessed two fees; a late cancel fee on 12/5/and a no-show fee on 12/12/NAL waived the 12/5/fee as a courtesyWhen Ms*** informed NAL she believed she cancelled the 12/12/appointment, NAL and Ms*** both agreed to check their phone records for evidence of the callNAL checked phone records on two occasions, 1/30/and 2/7/without evidence of a callAs Ms*** did not provide evidence, NAL determined the charge would standManagers unhelpful: NAL learned Ms*** was unsatisfied with her services on 12/26/NAL contacted Ms*** on 12/27/and received her feedback/desired outcomeAfter consulting, NAL called Ms*** again on 12/27/16, 12/29/16, and 1/5/without a responseNAL also called Ms*** on 1/23/17, 1/30/17, and worked through her concerns on 2/7/and 2/16/NAL reached out to Ms*** a total of different times

I am rejecting this response because:
Blake *** did not
communicate to us that he was unlicensed until the end of the session and we did express our concerns to him and a representative at the front desk as we leftThe remaining appointments we're cancelled due to the misrepresentation of servicesAll he did during that session was the identical survey we had already done before being referredNystrom did not provide any service we had not already received prior to the referral and we had expressed that concernThe "intake session" was not represented to us as just another of the same survey or we would never have gone.On another note, my name is not Mr***Considering the circumstances, I would think you could care enough to at least get my name right by this point

Thank you for contacting us with your requestNystrom & Associates, Ltd(NAL) Quality Improvement Department investigated your concerns and included a summary of our findings in this response and addressed your concerns in full in the attached documentConcern 1: NAL sent a collection notice
to an invalid address and left one day to make paymentResponse 1: On 9/8/NAL sent a collections letter to Ms***On 9/21/17, NAL was informed by Ms*** that the address was not valid and NAL did not send further correspondence to the addressNAL sent the collection letter on 9/8/17; because the letter was not received until 2/23/18, the length of time for payment was shortenedConcern 2: Ms*** should not be charged for the cancellation because her therapist cancelled appointments in a row and Ms*** was accepted into IOPResponse 2: Ms***’s therapist cancelled two appointments on the day of the appointments: 6/2/and 6/9/16; unfortunately, NAL is not able to anticipate when providers must reschedule appointments unexpectedlyMs*** reports she spoke to her therapist and was told a fee would not be assessedNAL’s Business Office was not informed of this, and the fee was automatically assessed onto Ms***’s accountOn 9/22/17, Ms*** requests in an email, “would it be possible to pay the original cancellation charge and have the interest removed?” NAL agreed to Ms***’s request and was not aware she wanted to contest the charge until 2/23/Her case was reviewed on 2/23/and NAL agreed to removal of the fee and interestConcern 3: Ms*** requested an invoice to be sent to her email and did not receive oneResponse 3: NAL sincerely apologizes that a statement was not sent, as the request was missedCustomer’s Desired Resolution: Ms***’s desired resolution of refunding $has been metOn 2/26/18, NAL was informed by Reliance Recoveries that $will be refunded directly back to Ms***

Please see our attached response to Mr***'s concerns

Initial Business Response /* (1000, 5, 2016/02/26) */
February 24th,
Revdex.com of Minnesota and North Dakota,
RE: Case # ***
Thank you for contacting our office for clarification of this matterNystrom & Associates, Ltd(NAL) Quality Assurance Department has
investigated and thoroughly reviewed the concernsWe would like to further explain our payment plansOur flexible payment plans are designed to assist people financially who have high deductibles and or balancesSee attached image of the sign we have posted in all our lobbiesThe payment plans do not include copays, which are due at the time of service, due to a contractual obligation we have with insurance payersSee attached image of the sign
stating this which is located in all our lobbiesIn our Fee and Policy Agreement it states copays are due at the time of service, which was signed by the consumer, see attached image
In the interest of resolving this matter, our billing department reviewed the account and determined there was an error in the copay amount on the accountCredit was applied to the accountOur billing department reached out to the individual on February 24th, to set up a Flexible Payment Plan including copays until the out of pocket is metA payment plan has been agreed uponIt is our understanding the consumer is satisfied with the mutually agreed upon plan

Initial Business Response /* (1000, 9, 2015/09/16) */
September 8, 2015
Revdex.com of Minnesota and North Dakota
Re: Case # [redacted]
To Whom It May Concern:
Thank you for contacting our office for clarification of this matter. We apologize if the experience with our billing...

department was not a positive one. Thank you for taking the time to notify us of your unsatisfactory experience regarding your account balance. We have thoroughly reviewed your complaint in order to take action.
At Nystrom & Associates, Ltd. we are very serious about our customer's satisfaction and we work hard to get to the bottom of any customer complaints. After analyzing the issue and conducting several internal reviews, we found that the issue originated from a staff error.
We understand this staff error resulted in confusion and frustration for Ms. [redacted]. Please accept our apologies for this confusion and frustration.
The $51.42 balance was paid by Ms. [redacted] on August 7, 2015. When that payment was applied to Ms. [redacted]'s account on August 11, 2015 there was a misunderstanding by the staff processing the payment. This staff mistakenly refunded $25.90 of the $51.42 payment, resulting in an automatic email being generated and sent to Ms. [redacted] informing her of a "Refund Confirmation" (see attached). Later the same day, the NAL staff realized that this refund was initiated in error and voided the refund transaction. No money was actually due to Ms. [redacted] or refunded to Ms. [redacted]'s credit card.
Ms. [redacted] did receive statements from Nystrom & Associates. Statements detailing the $51.42 balance were sent on July 16, 2015 and August 13, 2015.
Thank you for taking the time to notify us of your unsatisfactory experience regarding your account balance. In order to ensure this error is not made again we have conducted internal trainings as well as implemented a system to prevent this from happening in the future.
I apologize for any confusion or miscommunication Ms. [redacted] may have received from our billing department regarding past-due balances and refunds. Ms. [redacted] was never sent to Collections. She was contacted by the internal department at Nystrom & Associates that collects on balances. She was not transferred to an outside Collections agency. We are continually working on improving our internal processes to avoid confusions like this in the future.
We are confident that Nystrom & Associates has not double billed Ms. [redacted] for any services and that we are still due the $25.52 balance remaining on Ms. [redacted]'s account. Please see the attached pages detailing the payment, the refund, and the void of the refund.
Sincerely,
Kimberly [redacted]
Billing Manager
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for taking the time to figure this out, as I still have not received any follow-up after four messages left for a supervisor, they clearly how poorly trained staff, and a pathetic system in place for their billing practices

November 11th, 2016
Revdex.com of Minnesota and North Dakota,
RE: Case # [redacted] Thank you for contacting our office for clarification of this matter. Nystrom & Associates, Ltd. has been working with this customer regarding these concerns.
Per our company policy and...

in-home provider job description, providers are required to complete concurrent documentation of clinical services to ensure that documentation is accurate. In good faith, we have made the changes requested by the costumer. We were able to come to an agreement and the customer is satisfied with the outcome.
Thank you,
Amy [redacted] Quality Improvement Coordinator

Dear Mr. [redacted], Thank you for contacting our office for clarification of this matter.  Nystrom & Associates, Ltd. has investigated your concerns please see attachment as there was not enough room to post it here.

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. They are still in the process of finalizing the terms agreed to, but I have an email with the terms agreed to.  Thank you.

Thank you for contacting our office for clarification of this matter.  Nystrom & Associates, Ltd. (NAL) Quality Assurance Department has investigated and thoroughly reviewed the concerns. NAL reached out to the legal guardian of the patient and came to a resolution. We will be removing the...

two no show fees per request upon their clarification of the incident. A note has been placed on the account to avoid any future confusion regarding scheduling. We explained the $40 copay that was charged and clarified with the legal guardian why the charge occurred. NAL is sending an updated statement to the patient to represent this resolution.

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.

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22, 2015
Revdex.com of MN
Re: Case # [redacted]
Thank you for contacting our office for clarification of this matter. We apologize if the experience with our billing department was not a positive one. We thank you for...

your feedback; it is appreciated and will help us improve our internal processes as well as our customer service.
The credit resulted on the account due to a payment being received from our patient's Health Reimbursement Account (HRA) as well as directly from our patient. It is the responsibility of the patient to know if the HRA will automatically remit payment on behalf of a patient as this is not a shared practice among all HRAs. Nystrom & Associates, Ltd. (NAL) is not able to obtain information on if the HRA will remit payment automatically due to HIPAA regulations.
If a customer wishes to receive their credit balance mailed back to them, NAL is happy to do so. A check has been cut in the amount of $66.25 (check #[redacted]) and mailed to the patient on 06/19/2015.
Sincerely,
[redacted]
Patient Accounts Director
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/08) */
Nystrom has stated that a check was sent and it has not been received. I got a call to state that it was being sent and the address was verified. I need help getting this re-opened and resolved.
Final Business Response /* (4000, 14, 2015/07/14) */
Revdex.com of MN
Re: Case # [redacted]
Thank you for contacting our office for clarification of this matter. Upon investigation, the check was sent to the wrong address. Check #[redacted] has had a stop-payment place on it. A new check has been issued for Mr. [redacted] (check# [redacted]). Mr. [redacted] has requested to come to the New Brighton office of Nystrom & Associates, Ltd. (NAL) to pick up the check. We have contacted Mr. [redacted] to advise him the check is ready to be picked up.
Sincerely,
[redacted]
Patient Accounts Director
[redacted]

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Address: 1900 Silver Lake Rd NW Ste 110, Saint Paul, Minnesota, United States, 55112-1789

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