Persona Doctors

We apologize for any misunderstandings or miscommunications between us and patient * The $ deposit and $fee paid on the initial visit was a Discounted Starter Fee for the month plan the patient signed up for We are very sorry that the patient was unable to reach our Tysons Corner location by phone to schedule an appointment Since we were able to reach the patient a couple weeks later, we would have loved to assist in scheduling an appointment and getting the patient back on track to assist them in reaching their goal It was never our intention to make the patient feel as though this was a ‘trap’ or a ‘scam’ in any way We are only here to help Since Patient [redacted] was so unhappy with his/her experience with us, we cancelled the signed 6-month agreement immediately without penalty The initial payments ($total) Patient [redacted] made went towards the testing/bloodwork that was completed on the first appointment Patient [redacted] has not paid for any services that were not provided Since services were received for the initial payments and those are non-refundable, we would be more than happy to provide insurance receipts for possible insurance reimbursement if the patient would like If Patient [redacted] changes his/her mind about utilizing our services to assist him/her in reaching their goal, we would be more than happy to assist them in getting started again and provide them with a better phone number and email address to reach the clinic

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.? Regards, [redacted]

To Whom It May Concern, This communication is presented in response to the complaint filed by [redacted] We received the Revdex.com request for information on December 12, We will present the facts regarding Ms [redacted] case and file, offering the following:Correction of factual inaccuracies of her claim(s)A timeline of events for clarity and consistency – including services provided, and accommodations made for patient requests Explanations of the obligations of Persona Doctors, which have all been met or exceededExplanations of the obligations of the claimant, many of which have been ignored, abandoned or misrepresentedA detailed ledger of fees paid and account historyA copy of each agreement signed by the claimant, accompanied by specific notes relative to her abandonment of responsibilities contained thereinA statement from our client services supervisor, detailing attempts made by him (and our clinic manager) of our attempts at resolution which have all been refused**NOTE – While the complaint makes numerous references to Ms [redacted] “daughter” with respect to care at Persona Doctors, we will not address any of those issues hereWe do not discuss files or case information of ANY (adult) client/patient without the expressed, written consent of that personFurthermore, one patient agreement/file has no bearing on another, and would be altogether inappropriate to determine status of the individual case(s) on their own meritStill, the substance of Ms [redacted] assertions (while specious at best) can be fully dispatched making use of details wholly resident in her fileTo employ an extraneous information would be as irresponsible on our part as it has been distracting on her partCorrection of Factual MisrepresentationsCLAIM - Claimant states her medication “was not mailed” to her in June, so client traveled to the [redacted] location to pick it up on 6/Her medication was provided in person (as requested by her)When client arrived, claimant was informed the (10) specific [redacted] injections her plan included were backorderedClient was provided with the following as compensation:FACTSaClient was given (10) injections of the nearest [redacted] formulation to her plan inclusion – more than enough to compensate and suffice until the included shots could be sentThis represents an entire month of injections (enough to last until 7/30)bOn 7/(only days into the month of shots client was given on 6/30), patient was sent the (10) [redacted] shots that had been backorderedThese shots were received on 7/The supplementary shots that had been provided on 6/were kept by the patient as an accommodation, and not charged for, even though (6) of them would have been above and beyond anything client would be entitled toSYNOPSIS – Claimant requested pick up, and was accommodated with NO LAPSE in any treatment or medicationCLAIM - Claimant states her medications “were not mailed” to her in July, indicating a failure on our part to fulfill our obligationClaim also alleges this shipment was “NEVER MAILED”.FACTSaClient could ONLY have picked up medications in [redacted] on 6/(an uncommon occurrence, as 99% of Persona Patients receive medications via mail) by requesting her account be changed to “pick-up” statusThis requested status remained in effect for the July shipment, which was held at the SAME LOCATION on the SAME SCHEDULE as previously requestedONLY when the staff noticed the shipment had gone un-collected (not picked up) for days did the backup system of mailing take effect, with the staff taking the PROACTIVE step of mailing the shipmentThis was done because our primary goal is provision of care, even if the client does not follow through on their desire to pick up medication.bShipment WAS FILLED on 7/(on schedule as requested by client)As previously stated, shipment was MAILED via backup system (making up for client failure to pick up) on 8/This was done via [redacted] *** tracking (a copy of which is enclosed) shows mailing on 8/and delivery on 8/11.SYNOPSIS – Shipment was ready for pickup AHEAD OF SCHEDULEClient never picked up, even though she requested toClaim that shipment was “never mailed“ is materially as shown by tracking receipts.Timeline of Events4/13/– Client books intake appointment for 4/17/20174/14/– Persona confirms appointment for 4/17/via voice mail4/14/– Persona verbally confirms appointment with for 4/17/via phone4/17/– Client fails to keep appointmentPersona calls minutes after scheduled time is missed, client does not answerVoice mail is leftClient does not answer or return call to reschedule.5/16/– Client books another intake appointment for 5/17/20175/17/– Client signs Patient Service Agreement (PSA) committing to program terms including:a6-month minimum participationb60-day advance cancellation notice requirementcResponsibility for payment even if client fails to use services due to their own neglect5/26/– Client attends appointment5/26/- Shipment of medication is ordered5/27/- Shipment of medication is sent via [redacted] **)5/30/– 15-day supply of medication is delivered via *** (lasting through 6/14/2017)6/7/– Client attends appointment6/7/- Shipment of medication is ordered6/7/- Shipment of medication is sent via [redacted] **)6/8/– 15-day supply of medication is delivered via *** (lasting through 6/29/2017)6/20/– Client attends appointment6/30/– Client calls to request medication preference to PICK UP, asks to pick up shipment SAME DAY in [redacted] Request is entered and change to preference is made6/30/- 30-day supply of medication is picked up in [redacted] (lasting through 6/29/2017)**supplemental injections included as substitute for backordered [redacted] shots7/11/– Backordered [redacted] shots sent via [redacted] **) 7/28/– Pursuant to request by patient, shipment is held in [redacted] for pick up8/10/– Shipment still held per request is sent [redacted] **)8/11/– 30-day supply of medication is delivered via *** (lasting through 9/11/2017)8/25/– Client fails to keep appointmentPersona calls minutes after scheduled time, left voice mail8/31/– Client has phone consult with doctor9/1/- Shipment of additional medication (item) is ordered to boost program effectiveness9/1/- Shipment of medication is sent via [redacted] **)9/1/– 14-day supply of additional medication is delivered via ***9/11/– Client calls @3:53pm to reschedule 4:30pm appointment (minutes notice) for new date (9/15/2017)9/15/– Client calls @8:15am to reschedule 8:10am appointment (minutes LATE) for new date (9/18/2017)9/18/– Client fails to keep appointmentPersona calls minutes after scheduled time, left voice mail12/1/– Letter (dated 10/31) is received from client indicating desire to cancel programPersona Doctors ObligationsProvide services in clinic on schedule and at requested location(s) – METProvide medication shipments as requested, WHERE requested – METReschedule missed appointments per request at earliest possible date – METTrack progress and provide plan guidance as needed – METOffer phone consultations when patient is not available in clinic – METClient ObligationsAttend scheduled appointments – NOT METGive advance notice of appointments that will not be kept – NOT METInform Persona of any changes to shipment preferences and/or needs – NOT METPay scheduled months of plan fees per Patient Service Agreement – NOT METProvide cancellation notice days before plan fees end – NOT METAccount LedgerDateDescriptionAmountBalance4/13/2017Intake visit deposit($50.00)($50.00)5/16/2017Intake visit deposit($50.00)($100.00)5/17/2017Complete plan enrollment fee$275.00$175.005/17/2017Initial plan payment$225.00($50.00)6/7/2017Month – Biweekly plan fee$275.00$225.006/7/2017Month – Biweekly plan payment$225.00$.006/21/2017Month – Biweekly plan fee$275.00$275.006/21/2017Month – Biweekly plan payment$275.00$.007/7/2017Month – Biweekly plan fee$175.00$175.007/7/2017Month – Biweekly plan payment$175.00$.007/21/2017Month – Biweekly plan fee$175.00$175.007/21/2017Month – Biweekly plan payment$175.00$.008/7/2017Month – Biweekly plan fee$175.00$175.008/7/2017Month – Biweekly plan payment$175.00$.008/21/2017Month – Biweekly plan fee$175.00$175.008/21/2017Month – Biweekly plan payment$175.00$.009/7/2017Month – Biweekly plan fee$175.00$175.009/7/2017Month – Biweekly plan payment$175.00$.009/21/2017Month – Biweekly plan fee$175.00$175.009/21/2017Month – Biweekly plan payment$175.00$.0010/7/2017Month – Biweekly plan fee$175.00$175.0010/7/2017Month – Biweekly plan payment$175.00$.0010/21/2017Month – Biweekly plan fee$175.00$175.0010/21/2017Month – Biweekly plan payment$175.00$.0011/7/2017Month – Biweekly plan fee$175.00$175.0011/21/2017Month – Biweekly plan fee$175.00$350.00Patient Service AgreementSection: StaPhase & Automatic Renewal (reference point “a.” from timeline date 5/17/17)Upon signing our Patient Service Agreement, our clients understand that our “Patient Service Agreement consists of two parts, a start up phase and a recurring monthly plan” based on a chosen term length.If a month committed discount agreement is chosen the client shall be obligated to a full months of treatment and corresponding payments unless medically discharged by an attending physician for documented causeThese explanations and the section titled “Authorization for Automatic Payments” explains why the client was billed consistently according to her billing dates set at signing (7th and 21st of each month).Section: Plan Cancellation (reference point “b.” from timeline date 5/17/17)Signing our agreement acknowledges that “Plan cancellation requires a sixty (60) day cancellation notice.”The agreement states clients understand that all plan cancellations must be made before the next billing day, not payment dates, and must be made in writing and in person or by certified mail.After the completion of the chosen term length, a cancellation may be requested at any timeCancellation is NOT automatic.Client never submitted a formal cancellation until we received her letter on 12/1/dated back to 10/31/17.We agreed to accept the date mentioned on her letter.Per the agreement her 60-day notice should have taken effect for 11/7/through a final payment on 12/21/We agreed to cancel the program at the end of the six-month term as a courtesyFinal charge 11/21/17.Section: Non-Use of Services (reference point “c.” from timeline date 5/17/17)Clients acknowledge that “non-use of services DOES NOT CONSTITUTE CANCELLATION.” Clients are “RESPONSIBLE FOR ALL CHARGES UNTIL A CANCELLATION CONFIRMATION has been issued by Persona Doctors.”We do not provide “rollover” services from month to monthOffering missed treatment at a later time is a discretionary courtesy.STATEMENTWe received a letter from the client on 12/1/(dated 10/31/17) outlining a request to terminate her contract by breaching our agreed upon cancellation policy due to medical conditions not affecting her directly but instead that were alleged to have affected another clientDue to these conditions and the alleged strain it placed on her, she requested she also be refunded all fees paid without receiving treatment.Upon receipt of this letter our clinic manager from our [redacted] ***, MD location (the office Ms [redacted] changed visits to) promptly reached out via phone, received no answer, and left a voicemail urging her to contact us so we could discuss her programUnsatisfied with not being able to make contact, our clinic manager then sent an email to hopefully reach the client with urgencyThe email outlined our desire to work with the client and an offer to credit internally all monthly fees paid without treatment being received due to her admittedly voluntary absence from our program and lack of contactOur mission is to work with clients on their goals and to achieve successTo do so, consistency is paramountAn internal credit for fees paid is a standard offer to encourage clients to “reboot” their program if they have lapses and get back on the right track towards success.After receiving no response to the email, another call attempt was made on 12/4/and another voicemail was leftThe client then responded via email on 12/5/declining the offer due to concerns again related to conditions not directly affecting her or cause to discharge her from her agreement with Persona DoctorsShe stated that she had concerns regarding treatment (though never mentioned to our physicians) and how another client’s treatment (which is individualized and unrelated) affected themThe client also requested to speak via phone and offered contact information.Upon receiving this correspondence, our clinic manager made multiple attempts to reach the client via the contact information provided but was unable to get a responseAt this time, our manager sent another email to at least provide an update and further informationIt was explained to the client that any information pertaining to another client’s treatment would not be discussed and could not be considered in working towards an amicable resolution for her individual programTo hopefully reach further, our manager also extended our offer of credit to include any services we provide, not just within her chosen plan.The client responded displeased that we would view her program individually and continued to explain that she was unable to comply with our program at this time and since she cannot commit she should be discharged and refundedOur manager responded by again extending our courtesy beyond the immediate and allowing the client to utilize the credit and subsequent treatment at any time in the next year when she may find more time and dedication to working with us on her goals.As an end to this correspondence our manager and the client worked out a scheduled time to speak over the phone that I, Sean Dunning, Client Services Supervisor for Persona Doctors, could also attendWe spoke via phone conference on Monday, December 11, around 3:45pmThe discussion went to back and brushed over all previously explained offers and details and reiterated that we would only be dealing with her specific program and created the options for resolution based solely on her circumstancesThe client was again displeased with her options and expressed the desire to escalate her concerns furtherOur conversation ended with no acceptance of any offer to resolve her account with Persona Doctors

Response below was submitted to the Revdex.com on July 26, at 3:55am.? Screenshot of confirmation that our message was sent is attached.We apologize for any misunderstandings or miscommunications between us and patient *? that has led to their dissatisfaction with our Company.? We have not received a written cancellation from patient *? or medical note from patient *’s physician, as required with all of our Patient Service Agreements.? Patient [redacted] received services in January, February, March, and April 2017.? In May 2017, there was mention, via email, of a possible medical reason to cancel services; at that time, patient V was asked to submit a letter from the Doctor stating the reason for the need for a medical cancellation.? Per the Patient’s Service Agreement, signed 1/6/17, plan cancellations for a medical reason require a note from a licensed physician stating the reason for the medical cancellation and the date it is effective; this note is to be submitted in writing and in person for one of our Medical Providers to review.? We are more than willing to work with patient *? and would like to resolve this issue? Once a medical note is received, if approved by our Medical Provider, we can adjust the account accordingly.? Our customer service supervisor has attempted to reach patient *? to discuss the account; we hope to hear back soon

[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 Administratively Resolved] ? Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

[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 [redacted] , and find that this resolution is satisfactory to meI appreciate the Revdex.com's help in resolving this matterI have never had to use the Revdex.com to help resolve an issue till now Regards, [redacted]

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

[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: [redacted] I am rejecting this response because:Shaun D [redacted] was supposed to send me information that this account was being immediately cancelled? I have not received an email acknowledging any reference to the conversation? My credit card company is disputing the $charge for the month of April.? Regards, [redacted]

[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 [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ?

Good Morning,Thank you to all concerned for making us aware of the issues raised by this clientWe endeavor to take every step needed to achieve positive experiences and outcomes for each client, and will do so in this caseOut Client Service Supervisor (Sean D [redacted] ) has contacted the client already and a mutually acceptable resolution was reachedDocumentation will be exchanged to enact the terms of this agreement in the next few hours and that should mark the resolution of this case.Again, thank you for your service to the community.Sincerely,Jason H***VP of Operations, Persona Doctors

We apologize for any less than satisfactory customer service, miscommunications, or misunderstandings As requested, we have cancelled the account and waived all cancellation fees Since it was stated that the last payment of $collected on April 26th was disputed with ***, we are unable to refund any funds at this time We will be in contact with the patient when we receive the dispute/chargeback

We apologize for any misunderstandings or miscommunications between us and patient * Patient [redacted] has been a long time patient of ours (in 2011, 2013, and 2015) and our procedures mentioned in the initial complaint have not changed For the snow storm in January, the clinic staff did call and email patient [redacted] to inform them that we were closed, the clinic did not receive a response to either When a request was received via a phone message on January 28th, a request for medications to be mailed was entered into our system We are happy to hear that after speaking to Sean in February that everything was resolved and we hope that we are able to resolve this issue as well! For the appointment in March, we do not show a minute wait time The appointment time was 3:00pm, the patient was being triaged with our medical assistant between 3:10pm – 3:20pm, and then left the clinic at 3:27pm, after waiting less than minutes for the Doctor At this time, the patient stated that they would call in to schedule an appointment It is our procedure to call patients for missed appointments but since the patient had not made an appointment, informed the clinic staff that they would call in, and then did not leave a message afterwards, the clinic was not notified that the patient wanted a phone call The patient would have next needed medications in April We did not hear from the patient in April but as soon as we heard from the patient in May, Sean kept in contact via email to come to a resolution We do apologize for charging the patients card on file in April if they did in fact have another payment method they preferred to use If a payment is not received before a patient’s bill date, then the card on file is charged automatically This had not come up before since the patient had always had a payment in beforehand We are more than willing to work with patient [redacted] and remove the charges for April and May since there was a gap in services We would then resume charges/services as of June

After further discussion between the patient and Persona doctors, agreement has been reached on a settlement in this matterThe parties have agreed on a $1,settlement to resolve the matterWhile Persona denies the stated allegations (as we did provide goods and services in accordance with the agreement), it is equally valuable to move past this misunderstanding with no ill willWe wish Ms [redacted] the best of health in the future.Jason H***, VP of Operations - Persona Doctors

We received a fax on 6/3/at 10:17am with a note from patient G’s physician.? A medical cancellation has been approved by a Persona Doctors staff physician and a refund of $has been approved.? A check will be sent to the patient’s home address next week

Good Morning,It certainly appears as tough there was significant miscommunication about how Persona Doctors program and plan is structuredAs always, all of our marketing and communications accurately represent what we do and how it worksAs such, we will certainly refund the entire $paid in this case and close the client file immediately.? The refund will be sent to our accounting department in the next hour or so and be processed todayDepending on the operations of the client's bank/credit card, it may take up to 3-business days to be completed.We regret any misunderstanding caused by this encounter, and wish the best of health and fitness for this client.Please contact me with any further questions.Thank You,Jason H***VP of OperationsPersona Doctors**@personadr.com

[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 [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ***

Persona doctor's has satisfied my concerns, they had given me my requested itemsI will drop my complaint as promised.? 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.? Regards, [redacted] ***

We apologize for any misunderstandings or miscommunication between Persona Doctors and patient *We received a written cancellation from patient [redacted] postmarked on 02/01/There is a 60-day cancellation notice required with all of our agreements; the patient is responsible for their bi-monthly charges in February and March 2016.? The patient’s service agreement, signed on 9/12/15, is for a six month commitment that began on 10/03/2015; the last month of that commitment would also be March In regards to the patient’s medication concern, the patient downgraded from a plan that included four medications per month to a plan that included two medications per month effective November Therefore, the medical provider made adjustments at that time to reflect two medications per month We would like to work with patient [redacted] and provide services until their cancellation/expires date of 04/03/

As requested, all insurance receipts for the patient have been generated and this issue has been resolved.? The location the patient receives services in, College Park, MD, is closed on Wednesdays and Thursdays.? When the clinic re-opened on Friday, the receipts were generated and emailed to the patient by the Clinic Manager.? ?