To Whom It May Concern: Mr [redacted] has a scheduled visit in our office on Friday, June 9, where he received X-raysThis is the standard initial visit in our office for all new patientsMr [redacted] given paperwork to explain our protocols and procedures and he signed such papersupon leaving this appointment, our front desk receptionist charged him the fee of $140,which is the price of the X-rays he receivedMr [redacted] paid the fees with no questions asked and leftMr [redacted] returned to our office on Monday, June for his second scheduled appointmentBefore his appointment, he called the office and spoke to our financial receptionist and asked why he was charged the $when his insurance should have covered that feeOur financial receptionist checked into it and agreed with Mr [redacted] that he should have not been charged the $and apologized for the mistakeHe was then informed that at each appointment he would owe his $copay per his insurance company policyOur financial receptionist then gave Mr [redacted] the choice to either be refunded the left over $(minus the two copays of $for the two appointments he attended equaling $40) or he could keep the $as a credit to use towards future copaysMr [redacted] chose to keep the $as a creditHe then went on to have three more appointments equaling $of his creditHe now had a $creditLater in the week of June 19, Mr [redacted] contacted our office and spoke to our financial receptionist and had informed us he would no longer be a patient of ours because he was going to adjusted for free at his girlfriend's new employer and that he would like to obtain the credit he had with our officeOur financial receptionist told him that was no problem and explained to him that refund are only processed on Tuesday and Thursdays by the doctor and asked if he wanted a check mailed to him or he could pick it up in cash from the front deskHe chose to pick it up in cash from the front deskOur financial receptionist then reiterated to Mr [redacted] that his $in cash would be at the front desk for him to pick up on the following Tuesday, which would have been June That following Monday, June 26, I processed the refund and our front desk receptionist called Mr [redacted] and left a message informing him that his refund was processed and waiting form him at the front deskWe did not hear from Mr [redacted] for two weeks even though his refund was available to him during those two weeksFrom July 10-14, the office was closed due to a scheduled vacation and so no employees were present during this timeNo aspect of the office was functioning during the scheduled week-long vacationDuring this time, Mr [redacted] left two messages on our answering machine asking for his refund and then proceeded to contact the Revdex.com on July 12, and file a complaintDespite being closed, the office massage therapist made a stop at the office on July After retrieving the messages left on the answering machine, she decided to return Mr [redacted] s call despite the fact that she was on vacationShe spoke to Mr [redacted] and explained to him that the office was on vacation and that someone would call him first thing on Monday, July On July 15, our office massage therapist spoke to our front deck receptionist, who was also on vacation, about Mr [redacted] s situation and the message he had left usPer this conversation, they decided they would call Mr [redacted] againSo, on Sunday, July 16, our office massage therapist called Mr [redacted] and left him a message reiterating that someone would contact him first thing Monday morning once the office returned to regular business hoursShe also informed him that his refund had now been sitting at the front desk for three weeksMr [redacted] did show up at our office on Monday, July and he did receive his refund of $in cash.It is now our understanding that Mr [redacted] believes we owe him a total of $er his Revdex.com complaintWhen our financial receptionist originally contacted Mr [redacted] s insurance company, they informed us that Mr [redacted] s copay was $per visitMr [redacted] disagrees with his insurance companyTat is his responsibilityWe must honor what his insurance company originally quoted us and until we receive the Explanation of Benefits from his insurance company (which we currently have not received) stating his copay fee, we must honor the $So, with the $copay, we owe him $With the $copay, we owe him a total of $If his insurance company supports his theory of a $copay, we will most certainly refund him his remaining $We hope that Mr [redacted] understands that this is typical protocol of any medical office dealing with this kind of circumstance.I would also like to end by saying that my staff and I go to great lengths to ensure tat our patients are treated with the utmost respect, patience and attentionWe strive to create a welcoming environment and our goal is to make each and every one of our patients feel like familyI also have to commend my staff for a job well doneAt one point in time or another, Mr [redacted] spoke to each one of my staff members about this situationThey each treated hi with nothing but respect and honestythey each followed through with the office protocol that we have set forth to handle such situations as thisThey also went above and beyond what I expect from them when they reached out to Mr [redacted] after regular business hours not once, but twiceI appreciate their dedication and professionalismIt is unfortunate that Mr [redacted] was unhappy with the situationMy staff and I feel we did or best with the circumstances that were given to usThank you for giving us the opportunity to give an explanation.Sincerely,DrKurt MPepperell
To Whom It May Concern: Mr. [redacted] has a scheduled visit in our office on Friday, June 9, 2017 where he received X-rays. This is the standard initial visit in our office for all new patients. Mr. [redacted] given paperwork to explain our protocols and procedures and he signed such papers. upon leaving...
this appointment, our front desk receptionist charged him the fee of $140,which is the price of the X-rays he received. Mr. [redacted] paid the fees with no questions asked and left. Mr. [redacted] returned to our office on Monday, June 12 for his second scheduled appointment. Before his appointment, he called the office and spoke to our financial receptionist and asked why he was charged the $140 when his insurance should have covered that fee. Our financial receptionist checked into it and agreed with Mr. [redacted] that he should have not been charged the $140 and apologized for the mistake. He was then informed that at each appointment he would owe his $20 copay per his insurance company policy. Our financial receptionist then gave Mr. [redacted] the choice to either be refunded the left over $100 (minus the two copays of $20 for the two appointments he attended equaling $40) or he could keep the $100 as a credit to use towards future copays. Mr. [redacted] chose to keep the $100 as a credit. He then went on to have three more appointments equaling $60 of his credit. He now had a $40 credit. Later in the week of June 19, Mr. [redacted] contacted our office and spoke to our financial receptionist and had informed us he would no longer be a patient of ours because he was going to adjusted for free at his girlfriend's new employer and that he would like to obtain the credit he had with our office. Our financial receptionist told him that was no problem and explained to him that refund are only processed on Tuesday and Thursdays by the doctor and asked if he wanted a check mailed to him or he could pick it up in cash from the front desk. He chose to pick it up in cash from the front desk. Our financial receptionist then reiterated to Mr. [redacted] that his $40 in cash would be at the front desk for him to pick up on the following Tuesday, which would have been June 27. That following Monday, June 26, I processed the refund and our front desk receptionist called Mr. [redacted] and left a message informing him that his refund was processed and waiting form him at the front desk. We did not hear from Mr. [redacted] for two weeks even though his refund was available to him during those two weeks. From July 10-14, the office was closed due to a scheduled vacation and so no employees were present during this time. No aspect of the office was functioning during the scheduled week-long vacation. During this time, Mr. [redacted] left two messages on our answering machine asking for his refund and then proceeded to contact the Revdex.com on July 12, 2017 and file a complaint. Despite being closed, the office massage therapist made a stop at the office on July 13. After retrieving the messages left on the answering machine, she decided to return Mr. [redacted]s call despite the fact that she was on vacation. She spoke to Mr. [redacted] and explained to him that the office was on vacation and that someone would call him first thing on Monday, July 17. On July 15, our office massage therapist spoke to our front deck receptionist, who was also on vacation, about Mr. [redacted]s situation and the message he had left us. Per this conversation, they decided they would call Mr. [redacted] again. So, on Sunday, July 16, our office massage therapist called Mr. [redacted] and left him a message reiterating that someone would contact him first thing Monday morning once the office returned to regular business hours. She also informed him that his refund had now been sitting at the front desk for three weeks. Mr. [redacted] did show up at our office on Monday, July 17 and he did receive his refund of $40 in cash.It is now our understanding that Mr. [redacted] believes we owe him a total of $90 er his Revdex.com complaint. When our financial receptionist originally contacted Mr. [redacted]s insurance company, they informed us that Mr. [redacted]s copay was $20 per visit. Mr. [redacted] disagrees with his insurance company. Tat is his responsibility. We must honor what his insurance company originally quoted us and until we receive the Explanation of Benefits from his insurance company (which we currently have not received) stating his copay fee, we must honor the $20. So, with the $20 copay, we owe him $40. With the $10 copay, we owe him a total of $90. If his insurance company supports his theory of a $10 copay, we will most certainly refund him his remaining $50. We hope that Mr. [redacted] understands that this is typical protocol of any medical office dealing with this kind of circumstance.I would also like to end by saying that my staff and I go to great lengths to ensure tat our patients are treated with the utmost respect, patience and attention. We strive to create a welcoming environment and our goal is to make each and every one of our patients feel like family. I also have to commend my staff for a job well done. At one point in time or another, Mr. [redacted] spoke to each one of my staff members about this situation. They each treated hi with nothing but respect and honesty. they each followed through with the office protocol that we have set forth to handle such situations as this. They also went above and beyond what I expect from them when they reached out to Mr. [redacted] after regular business hours not once, but twice. I appreciate their dedication and professionalism. It is unfortunate that Mr. [redacted] was unhappy with the situation. My staff and I feel we did or best with the circumstances that were given to us. Thank you for giving us the opportunity to give an explanation.Sincerely,Dr. Kurt M. Pepperell
To Whom It May Concern: Mr [redacted] has a scheduled visit in our office on Friday, June 9, where he received X-raysThis is the standard initial visit in our office for all new patientsMr [redacted] given paperwork to explain our protocols and procedures and he signed such papersupon leaving this appointment, our front desk receptionist charged him the fee of $140,which is the price of the X-rays he receivedMr [redacted] paid the fees with no questions asked and leftMr [redacted] returned to our office on Monday, June for his second scheduled appointmentBefore his appointment, he called the office and spoke to our financial receptionist and asked why he was charged the $when his insurance should have covered that feeOur financial receptionist checked into it and agreed with Mr [redacted] that he should have not been charged the $and apologized for the mistakeHe was then informed that at each appointment he would owe his $copay per his insurance company policyOur financial receptionist then gave Mr [redacted] the choice to either be refunded the left over $(minus the two copays of $for the two appointments he attended equaling $40) or he could keep the $as a credit to use towards future copaysMr [redacted] chose to keep the $as a creditHe then went on to have three more appointments equaling $of his creditHe now had a $creditLater in the week of June 19, Mr [redacted] contacted our office and spoke to our financial receptionist and had informed us he would no longer be a patient of ours because he was going to adjusted for free at his girlfriend's new employer and that he would like to obtain the credit he had with our officeOur financial receptionist told him that was no problem and explained to him that refund are only processed on Tuesday and Thursdays by the doctor and asked if he wanted a check mailed to him or he could pick it up in cash from the front deskHe chose to pick it up in cash from the front deskOur financial receptionist then reiterated to Mr [redacted] that his $in cash would be at the front desk for him to pick up on the following Tuesday, which would have been June That following Monday, June 26, I processed the refund and our front desk receptionist called Mr [redacted] and left a message informing him that his refund was processed and waiting form him at the front deskWe did not hear from Mr [redacted] for two weeks even though his refund was available to him during those two weeksFrom July 10-14, the office was closed due to a scheduled vacation and so no employees were present during this timeNo aspect of the office was functioning during the scheduled week-long vacationDuring this time, Mr [redacted] left two messages on our answering machine asking for his refund and then proceeded to contact the Revdex.com on July 12, and file a complaintDespite being closed, the office massage therapist made a stop at the office on July After retrieving the messages left on the answering machine, she decided to return Mr [redacted] s call despite the fact that she was on vacationShe spoke to Mr [redacted] and explained to him that the office was on vacation and that someone would call him first thing on Monday, July On July 15, our office massage therapist spoke to our front deck receptionist, who was also on vacation, about Mr [redacted] s situation and the message he had left usPer this conversation, they decided they would call Mr [redacted] againSo, on Sunday, July 16, our office massage therapist called Mr [redacted] and left him a message reiterating that someone would contact him first thing Monday morning once the office returned to regular business hoursShe also informed him that his refund had now been sitting at the front desk for three weeksMr [redacted] did show up at our office on Monday, July and he did receive his refund of $in cash.It is now our understanding that Mr [redacted] believes we owe him a total of $er his Revdex.com complaintWhen our financial receptionist originally contacted Mr [redacted] s insurance company, they informed us that Mr [redacted] s copay was $per visitMr [redacted] disagrees with his insurance companyTat is his responsibilityWe must honor what his insurance company originally quoted us and until we receive the Explanation of Benefits from his insurance company (which we currently have not received) stating his copay fee, we must honor the $So, with the $copay, we owe him $With the $copay, we owe him a total of $If his insurance company supports his theory of a $copay, we will most certainly refund him his remaining $We hope that Mr [redacted] understands that this is typical protocol of any medical office dealing with this kind of circumstance.I would also like to end by saying that my staff and I go to great lengths to ensure tat our patients are treated with the utmost respect, patience and attentionWe strive to create a welcoming environment and our goal is to make each and every one of our patients feel like familyI also have to commend my staff for a job well doneAt one point in time or another, Mr [redacted] spoke to each one of my staff members about this situationThey each treated hi with nothing but respect and honestythey each followed through with the office protocol that we have set forth to handle such situations as thisThey also went above and beyond what I expect from them when they reached out to Mr [redacted] after regular business hours not once, but twiceI appreciate their dedication and professionalismIt is unfortunate that Mr [redacted] was unhappy with the situationMy staff and I feel we did or best with the circumstances that were given to usThank you for giving us the opportunity to give an explanation.Sincerely,DrKurt MPepperell
To Whom It May Concern: Mr. [redacted] has a scheduled visit in our office on Friday, June 9, 2017 where he received X-rays. This is the standard initial visit in our office for all new patients. Mr. [redacted] given paperwork to explain our protocols and procedures and he signed such papers. upon leaving...
this appointment, our front desk receptionist charged him the fee of $140,which is the price of the X-rays he received. Mr. [redacted] paid the fees with no questions asked and left. Mr. [redacted] returned to our office on Monday, June 12 for his second scheduled appointment. Before his appointment, he called the office and spoke to our financial receptionist and asked why he was charged the $140 when his insurance should have covered that fee. Our financial receptionist checked into it and agreed with Mr. [redacted] that he should have not been charged the $140 and apologized for the mistake. He was then informed that at each appointment he would owe his $20 copay per his insurance company policy. Our financial receptionist then gave Mr. [redacted] the choice to either be refunded the left over $100 (minus the two copays of $20 for the two appointments he attended equaling $40) or he could keep the $100 as a credit to use towards future copays. Mr. [redacted] chose to keep the $100 as a credit. He then went on to have three more appointments equaling $60 of his credit. He now had a $40 credit. Later in the week of June 19, Mr. [redacted] contacted our office and spoke to our financial receptionist and had informed us he would no longer be a patient of ours because he was going to adjusted for free at his girlfriend's new employer and that he would like to obtain the credit he had with our office. Our financial receptionist told him that was no problem and explained to him that refund are only processed on Tuesday and Thursdays by the doctor and asked if he wanted a check mailed to him or he could pick it up in cash from the front desk. He chose to pick it up in cash from the front desk. Our financial receptionist then reiterated to Mr. [redacted] that his $40 in cash would be at the front desk for him to pick up on the following Tuesday, which would have been June 27. That following Monday, June 26, I processed the refund and our front desk receptionist called Mr. [redacted] and left a message informing him that his refund was processed and waiting form him at the front desk. We did not hear from Mr. [redacted] for two weeks even though his refund was available to him during those two weeks. From July 10-14, the office was closed due to a scheduled vacation and so no employees were present during this time. No aspect of the office was functioning during the scheduled week-long vacation. During this time, Mr. [redacted] left two messages on our answering machine asking for his refund and then proceeded to contact the Revdex.com on July 12, 2017 and file a complaint. Despite being closed, the office massage therapist made a stop at the office on July 13. After retrieving the messages left on the answering machine, she decided to return Mr. [redacted]s call despite the fact that she was on vacation. She spoke to Mr. [redacted] and explained to him that the office was on vacation and that someone would call him first thing on Monday, July 17. On July 15, our office massage therapist spoke to our front deck receptionist, who was also on vacation, about Mr. [redacted]s situation and the message he had left us. Per this conversation, they decided they would call Mr. [redacted] again. So, on Sunday, July 16, our office massage therapist called Mr. [redacted] and left him a message reiterating that someone would contact him first thing Monday morning once the office returned to regular business hours. She also informed him that his refund had now been sitting at the front desk for three weeks. Mr. [redacted] did show up at our office on Monday, July 17 and he did receive his refund of $40 in cash.It is now our understanding that Mr. [redacted] believes we owe him a total of $90 er his Revdex.com complaint. When our financial receptionist originally contacted Mr. [redacted]s insurance company, they informed us that Mr. [redacted]s copay was $20 per visit. Mr. [redacted] disagrees with his insurance company. Tat is his responsibility. We must honor what his insurance company originally quoted us and until we receive the Explanation of Benefits from his insurance company (which we currently have not received) stating his copay fee, we must honor the $20. So, with the $20 copay, we owe him $40. With the $10 copay, we owe him a total of $90. If his insurance company supports his theory of a $10 copay, we will most certainly refund him his remaining $50. We hope that Mr. [redacted] understands that this is typical protocol of any medical office dealing with this kind of circumstance.I would also like to end by saying that my staff and I go to great lengths to ensure tat our patients are treated with the utmost respect, patience and attention. We strive to create a welcoming environment and our goal is to make each and every one of our patients feel like family. I also have to commend my staff for a job well done. At one point in time or another, Mr. [redacted] spoke to each one of my staff members about this situation. They each treated hi with nothing but respect and honesty. they each followed through with the office protocol that we have set forth to handle such situations as this. They also went above and beyond what I expect from them when they reached out to Mr. [redacted] after regular business hours not once, but twice. I appreciate their dedication and professionalism. It is unfortunate that Mr. [redacted] was unhappy with the situation. My staff and I feel we did or best with the circumstances that were given to us. Thank you for giving us the opportunity to give an explanation.Sincerely,Dr. Kurt M. Pepperell