Payless Auto Repair

Initial Business Response / [redacted] (1000, 5, 2017/04/20) */ We discussed the patient's financial options over the phone on 4/12/The patient wanted another birth control procedure completed and I explained to her that we cannot provide another service until her balance with us was paid offI listened to the patient's thoughts on why she should get the insert without any further payment for approximately minutesI then explained to the patient that this is our protocol for delinquent accountsIf she would have been paying each payment on time every month for the full amount she wouldn't have an outstanding balance dueI gave her multiple options on how we could come up with a solution, such as waiting until insurance paid on her account and then scheduling the insert, or setting up an autopay on her past due balanceI explained to her that there were other birth control options while we are dealing with her insurance delay, such as condomsShe then said,"Like I have money for condoms!" She became very angry and started cursing and yelling at meShe told me that I was going to "give her the birth control insert and she "wasn't going to pay us a dime." I then told the patient that will not happen and suggested that she find another practice that would provide this service for herThe patient told me to "Listen hear ***!" as well as telling me that "she would go sell [redacted] on the side of the road to go get us our money since we are so money hungry." I told her behavior will not be tolerated at our officeShe then told me that she would "bring her babies in here and cause a big sceneI then said, "if you come in hear and cause a big scene I will have the police here waiting for youI told her she is dismissed from the practice for they way she was behaving on the phone to meI gave the police a heads up on the situation and they decided to call the patient to try to deescalate the situationThe patient was dismissed for verbally abusing and threatening the Practice AdministratorI have attached our policy regarding patient behaviors Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not know what steps to take but was told by the office manager that if I have issue with payments I need to be an "adult" and contact the insurance companyUpon taking her advice it was discovered that Fairhaven had filed the paperwork incorrectly which is why insurance had not paid their portion in its entiretyThanks to me you will now receive another check from insurance...you're welcomeThe reason I had a past due balance was because I was told by their office staff [redacted] to wait until all bills for that year (2016) had been submitted and then setup a payment plan for that balanceThe other portion of my balance is from 2017, which I will not pay until everything is correctI also wanted to wait for insurance to pay their portion because Fairhaven has no idea what I owe them or have paid them so far [redacted] told me that in January I only paid [redacted] to them which is a complete and total lieI actually paid them [redacted] that month, which were more than what my payment arrangements wereOn March I made a partial payment but contacted them first to see if that was ok and and was told that as long as I made a monthly payment it would be fineHow can I trust anything they say when they have no idea how to to file paperwork or how to read their system to see when and how much they have been paidWhen [redacted] asked how I would be able to pay my amount or where the money would come from I did say that "maybe I will sell [redacted] It is none of her concern where the money would have came fromAll Fairhaven had to do was perform a procedure that was covered in full by the insurance company and continue to receive payments from meThe police were called per the officer that phoned me, because a vehicle had been in their parking lot for over an hour and they believed it to be meI asked to speak with someone over [redacted] because it became apparent that neither she nor anyone under her knew what they were doing when it came to my accountShe refused to let me speak to anyone else and after being utterly frustrated (this is my postpartum period) I called her a [redacted] and was hung up on by ***After being hung up on, lied to, disrespected, and having the police called on me, I still have tried to call up there and ask how much I oweOnce again the help could not give me an amount and I was put on hold for about minutes before I finally hung upI understand that they have policies and procedures, however they should only work if the groundwork was correctWhich it clearly was notI never once threatened anyone at the practice and was even apologized too profusely by the officerFairhaven and its employees need to be more willing to listen and correct their wrongs before name calling and being completely unprofessional to their patientsThank God I am not suffering from postpartum and was willing to do their job for themI feel that once payments are complete from insurance I will not receive my refund from them nor will I have an accurate amount dueI have requested that they send me a printout of charges and payments, which they have but it is so unorganized and confusing that I see why they have no idea what is going onHopefully they can be "adults" and sit down and explain to me exactly how much I owe them Final Consumer Response / [redacted] (4200, 11, 2017/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again completely incorrectI asked Fairhaven staff numerous times what I needed to do or who I needed to contact to rectify this situation and they never told me until I spoke with [redacted] and she stated for me to be an adult and call the insurance companyI have admitted to everything that was true whether good or bad, so I have no reason to lie the officer did call and apologize stating he had a week old and could not imagine what I was going thru with two weeks oldHe did not call to apologize for my behavior, he apologized for even having to call on Fairhavens behalfMe saying I wanted to come in and talk is not threatening in any formOnce again it shows how Fairhaven does not value their patients nor are they professional with themIt really is a defamation of character concerning meAt this point I have no desire to grace Fairhaven with my appearance, however I would like to talk to them to discuss my account and everything should be good as long as they stay professional and know what they are talking aboutPlease advise your staff they are allowed to speak with me regarding this, because previously they told me they could not talk to meAmazing how everything with insurance got figured out after I phoned themAlso insurance called and left numerous messages before Fairhaven returned any calls per [redacted] and another insurance repThey did contact me and stated that they would be reprocessing the claimThe printout was sent to me after I called and asked for it to be sentThe printout is accurate, that is not my argumentMy argument is that Fairhaven does not know how to read their information [redacted] mockingly told me that I only paid [redacted] in January instead of my payment agreementLooking at the printout I paid [redacted] on 1/and again on 1/Where they decided to apply it is not my problemAll I would have liked from Fairhaven is to have been treated like a patient that they have known and dealt with for the past 8+ years, to have been treated with respect and professionally, and to have been apologized to for the mixup and tried to deescalate the situation that I had no part in causingFairhaven was on defense from the word "go" and that is not how you treat people especially people that have history with youOnce again I hope that we can discuss my final bill professionally and accuratelyI will still suggest to anyone I know to find someplace else for their obgyn needs until Fairhaven can get their act together professionally and their books accurate and learn a little bit of humility and some sensitivity training Final Business Response / [redacted] (4000, 13, 2017/05/11) */ Our books are 100% accurateThe mhad nothing to do with our facility, it was an error w/ the patient's insurance companyWe tried to take care of it on behalf of the patient, but it took talking to multiple representatives for her insurance to realize where the error was on their endWe had suggested to the patient to just wait until the insurance claim was taken care of and then we would schedule her procedureThe patient was not willing to wait and wanted the procedure done immediately The police got involved because the patient threatened to come into our office and cause a sceneShe did not say she was coming in to "talk" about her accountI did not ask the officer to call the patient, the officer asked if I thought it would help if he gave her a callAnd I thought it may deescalate the situation She can call our financial office to discuss any concerns she has with her printout; however, her previous rebuttal response stated, "The printout is accurate." She has been dismissed from our practice for her inappropriate behavior towards our staffTherefore, we will not be giving her anymore medical advise over the phone or at our officeWe will gladly transfer her records to the practice of her choice I will not continue to go back in forth with inaccurate statements from the dismissed patientWe have made our decision and that is our final decision

Initial Business Response /* (1000, 5, 2017/04/20) */
We discussed the patient's financial options over the phone on 4/12/ The patient wanted another birth control procedure completed and I explained to her that we cannot provide another service until her balance with us was paid off I
listened to the patient's thoughts on why she should get the insert without any further payment for approximately minutes I then explained to the patient that this is our protocol for delinquent accountsIf she would have been paying each payment on time every month for the full amount she wouldn't have an outstanding balance due I gave her multiple options on how we could come up with a solution, such as waiting until insurance paid on her account and then scheduling the insert, or setting up an autopay on her past due balance I explained to her that there were other birth control options while we are dealing with her insurance delay, such as condoms She then said,"Like I have money for condoms!" She became very angry and started cursing and yelling at me She told me that I was going to "give her the birth control insert and she "wasn't going to pay us a dime." I then told the patient that will not happen and suggested that she find another practice that would provide this service for her The patient told me to "Listen hear ***!" as well as telling me that "she would go sell *** on the side of the road to go get us our money since we are so money hungry." I told her behavior will not be tolerated at our office She then told me that she would "bring her babies in here and cause a big scene I then said, "if you come in hear and cause a big scene I will have the police here waiting for you I told her she is dismissed from the practice for they way she was behaving on the phone to me I gave the police a heads up on the situation and they decided to call the patient to try to deescalate the situationThe patient was dismissed for verbally abusing and threatening the Practice Administrator I have attached our policy regarding patient behaviors
Initial Consumer Rebuttal /* (3000, 7, 2017/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not know what steps to take but was told by the office manager that if I have issue with payments I need to be an "adult" and contact the insurance companyUpon taking her advice it was discovered that Fairhaven had filed the paperwork incorrectly which is why insurance had not paid their portion in its entiretyThanks to me you will now receive another check from insurance...you're welcomeThe reason I had a past due balance was because I was told by their office staff *** to wait until all bills for that year (2016) had been submitted and then setup a payment plan for that balanceThe other portion of my balance is from 2017, which I will not pay until everything is correctI also wanted to wait for insurance to pay their portion because Fairhaven has no idea what I owe them or have paid them so far*** told me that in January I only paid *** to them which is a complete and total lieI actually paid them *** that month, which were more than what my payment arrangements wereOn March I made a partial payment but contacted them first to see if that was ok and and was told that as long as I made a monthly payment it would be fineHow can I trust anything they say when they have no idea how to to file paperwork or how to read their system to see when and how much they have been paidWhen *** asked how I would be able to pay my amount or where the money would come from I did say that "maybe I will sell *** It is none of her concern where the money would have came fromAll Fairhaven had to do was perform a procedure that was covered in full by the insurance company and continue to receive payments from meThe police were called per the officer that phoned me, because a vehicle had been in their parking lot for over an hour and they believed it to be meI asked to speak with someone over *** because it became apparent that neither she nor anyone under her knew what they were doing when it came to my accountShe refused to let me speak to anyone else and after being utterly frustrated (this is my postpartum period) I called her a *** and was hung up on by ***After being hung up on, lied to, disrespected, and having the police called on me, I still have tried to call up there and ask how much I oweOnce again the help could not give me an amount and I was put on hold for about minutes before I finally hung upI understand that they have policies and procedures, however they should only work if the groundwork was correctWhich it clearly was notI never once threatened anyone at the practice and was even apologized too profusely by the officerFairhaven and its employees need to be more willing to listen and correct their wrongs before name calling and being completely unprofessional to their patientsThank God I am not suffering from postpartum and was willing to do their job for themI feel that once payments are complete from insurance I will not receive my refund from them nor will I have an accurate amount dueI have requested that they send me a printout of charges and payments, which they have but it is so unorganized and confusing that I see why they have no idea what is going onHopefully they can be "adults" and sit down and explain to me exactly how much I owe them
Final Consumer Response /* (4200, 11, 2017/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again completely incorrectI asked Fairhaven staff numerous times what I needed to do or who I needed to contact to rectify this situation and they never told me until I spoke with *** and she stated for me to be an adult and call the insurance companyI have admitted to everything that was true whether good or bad, so I have no reason to lie the officer did call and apologize stating he had a week old and could not imagine what I was going thru with two weeks oldHe did not call to apologize for my behavior, he apologized for even having to call on Fairhavens behalfMe saying I wanted to come in and talk is not threatening in any formOnce again it shows how Fairhaven does not value their patients nor are they professional with themIt really is a defamation of character concerning meAt this point I have no desire to grace Fairhaven with my appearance, however I would like to talk to them to discuss my account and everything should be good as long as they stay professional and know what they are talking aboutPlease advise your staff they are allowed to speak with me regarding this, because previously they told me they could not talk to meAmazing how everything with insurance got figured out after I phoned themAlso insurance called and left numerous messages before Fairhaven returned any calls per *** and another insurance repThey did contact me and stated that they would be reprocessing the claimThe printout was sent to me after I called and asked for it to be sentThe printout is accurate, that is not my argumentMy argument is that Fairhaven does not know how to read their information*** mockingly told me that I only paid *** in January instead of my payment agreementLooking at the printout I paid *** on 1/and again on 1/Where they decided to apply it is not my problemAll I would have liked from Fairhaven is to have been treated like a patient that they have known and dealt with for the past 8+ years, to have been treated with respect and professionally, and to have been apologized to for the mixup and tried to deescalate the situation that I had no part in causingFairhaven was on defense from the word "go" and that is not how you treat people especially people that have history with youOnce again I hope that we can discuss my final bill professionally and accuratelyI will still suggest to anyone I know to find someplace else for their obgyn needs until Fairhaven can get their act together professionally and their books accurate and learn a little bit of humility and some sensitivity training
Final Business Response /* (4000, 13, 2017/05/11) */
Our books are 100% accurate The mhad nothing to do with our facility, it was an error w/ the patient's insurance company We tried to take care of it on behalf of the patient, but it took talking to multiple representatives for her insurance to realize where the error was on their end We had suggested to the patient to just wait until the insurance claim was taken care of and then we would schedule her procedure The patient was not willing to wait and wanted the procedure done immediately
The police got involved because the patient threatened to come into our office and cause a sceneShe did not say she was coming in to "talk" about her account I did not ask the officer to call the patient, the officer asked if I thought it would help if he gave her a callAnd I thought it may deescalate the situation
She can call our financial office to discuss any concerns she has with her printout; however, her previous rebuttal response stated, "The printout is accurate." She has been dismissed from our practice for her inappropriate behavior towards our staffTherefore, we will not be giving her anymore medical advise over the phone or at our office We will gladly transfer her records to the practice of her choice
I will not continue to go back in forth with inaccurate statements from the dismissed patient We have made our decision and that is our final decision

Initial Business Response /* (1000, 5, 2017/04/20) */
We discussed the patient's financial options over the phone on 4/12/17. The patient wanted another birth control procedure completed and I explained to her that we cannot provide another service until her balance with us was paid off. I...

listened to the patient's thoughts on why she should get the insert without any further payment for approximately 10 minutes. I then explained to the patient that this is our protocol for delinquent accounts. If she would have been paying each payment on time every month for the full amount she wouldn't have an outstanding balance due. I gave her multiple options on how we could come up with a solution, such as waiting until insurance paid on her account and then scheduling the insert, or setting up an autopay on her past due balance. I explained to her that there were other birth control options while we are dealing with her insurance delay, such as condoms. She then said,"Like I have money for condoms!" She became very angry and started cursing and yelling at me. She told me that I was going to "give her the birth control insert and she "wasn't going to pay us a dime." I then told the patient that will not happen and suggested that she find another practice that would provide this service for her. The patient told me to "Listen hear [redacted]!" as well as telling me that "she would go sell [redacted] on the side of the road to go get us our money since we are so money hungry." I told her behavior will not be tolerated at our office. She then told me that she would "bring her babies in here and cause a big scene. I then said, "if you come in hear and cause a big scene I will have the police here waiting for you. I told her she is dismissed from the practice for they way she was behaving on the phone to me. I gave the police a heads up on the situation and they decided to call the patient to try to deescalate the situation. The patient was dismissed for verbally abusing and threatening the Practice Administrator. I have attached our policy regarding patient behaviors.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not know what steps to take but was told by the office manager that if I have issue with payments I need to be an "adult" and contact the insurance company. Upon taking her advice it was discovered that Fairhaven had filed the paperwork incorrectly which is why insurance had not paid their portion in its entirety. Thanks to me you will now receive another check from insurance...you're welcome. The reason I had a past due balance was because I was told by their office staff [redacted] to wait until all bills for that year (2016) had been submitted and then setup a payment plan for that balance. The other portion of my balance is from 2017, which I will not pay until everything is correct. I also wanted to wait for insurance to pay their portion because Fairhaven has no idea what I owe them or have paid them so far. [redacted] told me that in January I only paid [redacted] to them which is a complete and total lie. I actually paid them [redacted] that month, which were more than what my payment arrangements were. On March I made a partial payment but contacted them first to see if that was ok and and was told that as long as I made a monthly payment it would be fine. How can I trust anything they say when they have no idea how to to file paperwork or how to read their system to see when and how much they have been paid. When [redacted] asked how I would be able to pay my amount or where the money would come from I did say that "maybe I will sell [redacted] It is none of her concern where the money would have came from. All Fairhaven had to do was perform a procedure that was covered in full by the insurance company and continue to receive payments from me. The police were called per the officer that phoned me, because a vehicle had been in their parking lot for over an hour and they believed it to be me. I asked to speak with someone over [redacted] because it became apparent that neither she nor anyone under her knew what they were doing when it came to my account. She refused to let me speak to anyone else and after being utterly frustrated (this is my postpartum period) I called her a [redacted] and was hung up on by [redacted]. After being hung up on, lied to, disrespected, and having the police called on me, I still have tried to call up there and ask how much I owe. Once again the help could not give me an amount and I was put on hold for about 5 minutes before I finally hung up. I understand that they have policies and procedures, however they should only work if the groundwork was correct. Which it clearly was not. I never once threatened anyone at the practice and was even apologized too profusely by the officer. Fairhaven and its employees need to be more willing to listen and correct their wrongs before name calling and being completely unprofessional to their patients. Thank God I am not suffering from postpartum and was willing to do their job for them. I feel that once payments are complete from insurance I will not receive my refund from them nor will I have an accurate amount due. I have requested that they send me a printout of charges and payments, which they have but it is so unorganized and confusing that I see why they have no idea what is going on. Hopefully they can be "adults" and sit down and explain to me exactly how much I owe them.
Final Consumer Response /* (4200, 11, 2017/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again completely incorrect. I asked Fairhaven staff numerous times what I needed to do or who I needed to contact to rectify this situation and they never told me until I spoke with [redacted] and she stated for me to be an adult and call the insurance company. I have admitted to everything that was true whether good or bad, so I have no reason to lie the officer did call and apologize stating he had a 3 week old and could not imagine what I was going thru with two 6 weeks old. He did not call to apologize for my behavior, he apologized for even having to call on Fairhavens behalf. Me saying I wanted to come in and talk is not threatening in any form. Once again it shows how Fairhaven does not value their patients nor are they professional with them. It really is a defamation of character concerning me. At this point I have no desire to grace Fairhaven with my appearance, however I would like to talk to them to discuss my account and everything should be good as long as they stay professional and know what they are talking about. Please advise your staff they are allowed to speak with me regarding this, because previously they told me they could not talk to me. Amazing how everything with insurance got figured out after I phoned them. Also insurance called and left numerous messages before Fairhaven returned any calls per [redacted] and another insurance rep. They did contact me and stated that they would be reprocessing the claim. The printout was sent to me after I called and asked for it to be sent. The printout is accurate, that is not my argument. My argument is that Fairhaven does not know how to read their information. [redacted] mockingly told me that I only paid [redacted] in January instead of my payment agreement. Looking at the printout I paid [redacted] on 1/23 and again on 1/30. Where they decided to apply it is not my problem. All I would have liked from Fairhaven is to have been treated like a patient that they have known and dealt with for the past 8+ years, to have been treated with respect and professionally, and to have been apologized to for the mixup and tried to deescalate the situation that I had no part in causing. Fairhaven was on defense from the word "go" and that is not how you treat people especially people that have history with you. Once again I hope that we can discuss my final bill professionally and accurately. I will still suggest to anyone I know to find someplace else for their obgyn needs until Fairhaven can get their act together professionally and their books accurate and learn a little bit of humility and some sensitivity training.
Final Business Response /* (4000, 13, 2017/05/11) */
Our books are 100% accurate. The mix-up had nothing to do with our facility, it was an error w/ the patient's insurance company. We tried to take care of it on behalf of the patient, but it took talking to multiple representatives for her insurance to realize where the error was on their end. We had suggested to the patient to just wait until the insurance claim was taken care of and then we would schedule her procedure. The patient was not willing to wait and wanted the procedure done immediately.
The police got involved because the patient threatened to come into our office and cause a scene. She did not say she was coming in to "talk" about her account. I did not ask the officer to call the patient, the officer asked if I thought it would help if he gave her a call. And I thought it may deescalate the situation.
She can call our financial office to discuss any concerns she has with her printout; however, her previous rebuttal response stated, "The printout is accurate." She has been dismissed from our practice for her inappropriate behavior towards our staff. Therefore, we will not be giving her anymore medical advise over the phone or at our office. We will gladly transfer her records to the practice of her choice. .
I will not continue to go back in forth with inaccurate statements from the dismissed patient. We have made our decision and that is our final decision.