Dear Revdex.com, I am writing in response to Mr. [redacted]'s second comment regarding his wife's care. ID # [redacted]. His second statement requests a "FULL" refund or proof that his wife received the treatment. Per Mr [redacted]'s first complaint he stated " The very first visit my wife had they used the machine on her and charged her for a package of treatment for $360.00." The patient has been seen for 12 visits here in the office, with the Pressure Wave performed on the 11th visit. Per progress notes from my Doctor of Physical Therapy, the patient reported great improvement with the Wave therapy, and P.T. treatment. As stated to Mr. [redacted], prior to his Revdex.com complaint regarding the office, his wife was explained the charges for the device, and she stated she wished to proceed. She stated to the therapist that she has "her own money and can afford the treatment". I asked Mr. [redacted] to have his wife contact the office and request the refund, since it was her account, and her check but he refused. He stated I would not be hearing from her, and she would not be returning for the rest of her therapy. I discussed the account with the billing manager and we refunded the unused portion. Again this has been refunded to the patient and the check has cleared the bank.It seems after reviewing both his statements to the Revdex.com there are inaccuracies to his complaint, but I will be more than happy to provide proof of treatment to the Revdex.com with a signed consent from the patient if further documentation is required. Please feel free to contact the office for any further details. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/11/11) */
Patient was aware prior to his appointment that we were "out of network". He was informed prior to his appointment that the office visit would cost $55.00, and depending on what the provider ordered, his xrays could cost "up to" $400.00. The...
patient agreed to the exam price, signed his paperwork stating okay to treat and charge, and was examined by the provider. He did state he wanted to wait until Monday for his xrays, so the billing department could call him with his benefits. Patient paid for the exam and asked the front desk to have the billing department call him on Monday with his benefits.
About 10 minutes later, my staff received a threatening phone call from patient's wife. She proceeded to use profanity with the receptionist and stated she worked with a room full of attorneys and would contact the Revdex.com and anyone else who would post her reviews if they money was not refunded. My receptionist asked patient's wife not to use profanity, and the wife stated "or what I could just come up there". She then demanded to have the manager call her first thing Monday morning.
Monday at 8:15am, I contacted the patient and informed him he had a $7500.00 out of network deductible and 0 has been met towards that deductible. I quoted him $244.00 for the xrays the provider ordered, and he stated he could not afford it and would have to contact an "in network" provider. I apologized again to the patient and he voiced his understanding.
Several minutes later his wife contacted the office demanding to speak with the office manager. I contacted the patient's wife, and she informed me they were scammed and demanded her money back. If the money was not refunded she would be contacting the Revdex.com and posting every review possible until her money was returned. I apologized to her and explained that we do not perform spinal manipulation without xrays, and his office visit was discounted from our normal rate of $137.00-$214.00 to the $55.00 he paid in the office when he was examined by our provider. Also informed her that her husband seemed content when he left the office and when I contacted him about his benefits. He did not inform me of any dissatisfaction with his visit in the office or on the phone.
Later that day, I received a call from the patient stating "my wife stated you needed to hear about my dissatisfaction". I again informed the patient of his "out of network" benefits, and since he was a "cash" patient 2 years ago he went through the same process. We DO NOT perform spinal manipulation without prior xrays. I did give him the option to take our xray orders to Mercy, so he did not have to wait but he stated he did not have a Mercy provider. I explained to patient that he could take our orders to Mercy, and utilize his "in network" benefits. Once the xrays were taken I would schedule him a free visit to review the xrays, and get him adjusted for $29.00. Patient stated he would need to discuss this with his wife, because he didn't want me to waste my time if she had another appointment scheduled for him. He stated he would call back if they decided to proceed. The next day I received the Revdex.com complaint.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) The patient paid $55.00 for the office visit thinking in would include an adjustment. It was only after the office visit that he was advised he would have to pay $400.00 for x-rays prior to receiving an adjustment. If the patient knew he would have to come up with $400.00 for x-rays, he would have not paid the $55.00 nor wasted his or the company's time.
2) Patient's wife was not threatening or used profanity as this company claims. The fact this company has made these false accusations regarding this conversation yet furthers the questionable ethics this business conducts itself. She was without a doubt upset after receiving a phone call from the patient with complaints regarding the outcome of his appointment. Company advised that there was nothing they could do except to have the manager contact be first thing Monday morning. When the patient's wife did not receive a call from the company first thing in the morning she called at approximately 9:30 a.m. The company advised they spoke with the patient and he had no complaints. Patient advised the company that he would not be using their services not specifically that he did not have any complaints.
3) Patient understands the need to do x-rays prior to doing a spinal manipulation. Patient also understands that the company was out of network with insurance. What the patient is upset about is the fact that the patient's wife inquired to how much this may cost with still no attempt from the company to figure that out prior to the appointment. The fact that they were willing to take the patients $55.00 when he was under the conception that he was getting an office visit including a spinal adjustment. This office visit was then when he learned of the x-rays and the $400.00. It also was not until after this contested situation did they offer the solution of involving Mercy to do the x-rays to help with the cost. It seems they attempt to get the most money for the x-rays and when they didn't work then they figured out some other options. Patient's wife attempted to resolve this issue directly with the company prior to involving the Revdex.com. This company has been impertinent and uninterested in trying to resolve this issue.
Final Business Response /* (4000, 9, 2015/11/19) */
The company stands behind our original response. The patient was informed of pricing prior to his visit, signed his consent to treat, and was examined by the provider.
Final Consumer Response /* (4200, 11, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He was not advised of the pricing or received an adequate exam. A Consent to Treat is not giving consent to take advantage of the patient.
We received a check on 11/25/2017 from Cherry Hill Health Center in the amount of $300. We were seeking the full $360 but the health center withheld $60 from the amount for a treatment which they said they performed but I am not aware of any such treatment. Unfortunately, I have cashed...
the check since we were in need of the funds. However, I do request that Cherry Hill Health Center reconsider refunding the $60 also or provide documentation that a treatment was received by my wife.
Dear Revdex.com, I am writing in regards to a compliant received in your office by [redacted] submitted on 11/15/17. ID # [redacted]. The complaint states that he and his wife are patients here in the facility, and that our new Pressure Wave therapy was found to be painful, and he did not want the machine used on him or his wife. Let me first start by saying that Mr. [redacted] is not a patient here in our office. He accompanied his wife, [redacted] to her Physical Therapy evaluation appointment. The patient was seen here several times in our therapy department and was seeing great improvement per our therapist. The Patient was educated on the use of the medical waver for her hamstring tightness. Patient was educated that the medical wave is an FDA approved device but is still on the trial periods of use. Patient was informed of the indications and complaint on the use of the device. The patient stated to the Doctor of Physical Therapy that she had her own money, and wanted to purchase 6 treatments of the medical wave therapy. Patient is of sound mind and Mr. [redacted] does not have power of attorney over the patient, so we proceeded with the new therapy. Mr. [redacted] has since stated that Ms. [redacted] would not be returning for therapy, as he has admitted her into a care facility. I spoke with the billing manager and a refund was issued to Ms. [redacted] for the unused portion of her treatment on November 14, 2017. The check has cleared our bank. If you have any questions regarding this complaint please feel free to call the office at [redacted]. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: I feel that you took advantage of my wife. She does not have the capacity to make these decisions.
Sincerely,
[redacted]
Dear Revdex.com, I am writing in response to Mr. [redacted]'s second comment regarding his wife's care. ID # [redacted]. His second statement requests a "FULL" refund or proof that his wife received the treatment. Per Mr [redacted]'s first complaint he stated " The very first visit my wife had they used the machine on her and charged her for a package of treatment for $360.00." The patient has been seen for 12 visits here in the office, with the Pressure Wave performed on the 11th visit. Per progress notes from my Doctor of Physical Therapy, the patient reported great improvement with the Wave therapy, and P.T. treatment. As stated to Mr. [redacted], prior to his Revdex.com complaint regarding the office, his wife was explained the charges for the device, and she stated she wished to proceed. She stated to the therapist that she has "her own money and can afford the treatment". I asked Mr. [redacted] to have his wife contact the office and request the refund, since it was her account, and her check but he refused. He stated I would not be hearing from her, and she would not be returning for the rest of her therapy. I discussed the account with the billing manager and we refunded the unused portion. Again this has been refunded to the patient and the check has cleared the bank.It seems after reviewing both his statements to the Revdex.com there are inaccuracies to his complaint, but I will be more than happy to provide proof of treatment to the Revdex.com with a signed consent from the patient if further documentation is required. Please feel free to contact the office for any further details. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/11/11) */
Patient was aware prior to his appointment that we were "out of network". He was informed prior to his appointment that the office visit would cost $55.00, and depending on what the provider ordered, his xrays could cost "up to" $400.00. The...
patient agreed to the exam price, signed his paperwork stating okay to treat and charge, and was examined by the provider. He did state he wanted to wait until Monday for his xrays, so the billing department could call him with his benefits. Patient paid for the exam and asked the front desk to have the billing department call him on Monday with his benefits.
About 10 minutes later, my staff received a threatening phone call from patient's wife. She proceeded to use profanity with the receptionist and stated she worked with a room full of attorneys and would contact the Revdex.com and anyone else who would post her reviews if they money was not refunded. My receptionist asked patient's wife not to use profanity, and the wife stated "or what I could just come up there". She then demanded to have the manager call her first thing Monday morning.
Monday at 8:15am, I contacted the patient and informed him he had a $7500.00 out of network deductible and 0 has been met towards that deductible. I quoted him $244.00 for the xrays the provider ordered, and he stated he could not afford it and would have to contact an "in network" provider. I apologized again to the patient and he voiced his understanding.
Several minutes later his wife contacted the office demanding to speak with the office manager. I contacted the patient's wife, and she informed me they were scammed and demanded her money back. If the money was not refunded she would be contacting the Revdex.com and posting every review possible until her money was returned. I apologized to her and explained that we do not perform spinal manipulation without xrays, and his office visit was discounted from our normal rate of $137.00-$214.00 to the $55.00 he paid in the office when he was examined by our provider. Also informed her that her husband seemed content when he left the office and when I contacted him about his benefits. He did not inform me of any dissatisfaction with his visit in the office or on the phone.
Later that day, I received a call from the patient stating "my wife stated you needed to hear about my dissatisfaction". I again informed the patient of his "out of network" benefits, and since he was a "cash" patient 2 years ago he went through the same process. We DO NOT perform spinal manipulation without prior xrays. I did give him the option to take our xray orders to Mercy, so he did not have to wait but he stated he did not have a Mercy provider. I explained to patient that he could take our orders to Mercy, and utilize his "in network" benefits. Once the xrays were taken I would schedule him a free visit to review the xrays, and get him adjusted for $29.00. Patient stated he would need to discuss this with his wife, because he didn't want me to waste my time if she had another appointment scheduled for him. He stated he would call back if they decided to proceed. The next day I received the Revdex.com complaint.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) The patient paid $55.00 for the office visit thinking in would include an adjustment. It was only after the office visit that he was advised he would have to pay $400.00 for x-rays prior to receiving an adjustment. If the patient knew he would have to come up with $400.00 for x-rays, he would have not paid the $55.00 nor wasted his or the company's time.
2) Patient's wife was not threatening or used profanity as this company claims. The fact this company has made these false accusations regarding this conversation yet furthers the questionable ethics this business conducts itself. She was without a doubt upset after receiving a phone call from the patient with complaints regarding the outcome of his appointment. Company advised that there was nothing they could do except to have the manager contact be first thing Monday morning. When the patient's wife did not receive a call from the company first thing in the morning she called at approximately 9:30 a.m. The company advised they spoke with the patient and he had no complaints. Patient advised the company that he would not be using their services not specifically that he did not have any complaints.
3) Patient understands the need to do x-rays prior to doing a spinal manipulation. Patient also understands that the company was out of network with insurance. What the patient is upset about is the fact that the patient's wife inquired to how much this may cost with still no attempt from the company to figure that out prior to the appointment. The fact that they were willing to take the patients $55.00 when he was under the conception that he was getting an office visit including a spinal adjustment. This office visit was then when he learned of the x-rays and the $400.00. It also was not until after this contested situation did they offer the solution of involving Mercy to do the x-rays to help with the cost. It seems they attempt to get the most money for the x-rays and when they didn't work then they figured out some other options. Patient's wife attempted to resolve this issue directly with the company prior to involving the Revdex.com. This company has been impertinent and uninterested in trying to resolve this issue.
Final Business Response /* (4000, 9, 2015/11/19) */
The company stands behind our original response. The patient was informed of pricing prior to his visit, signed his consent to treat, and was examined by the provider.
Final Consumer Response /* (4200, 11, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He was not advised of the pricing or received an adequate exam. A Consent to Treat is not giving consent to take advantage of the patient.
We received a check on 11/25/2017 from Cherry Hill Health Center in the amount of $300. We were seeking the full $360 but the health center withheld $60 from the amount for a treatment which they said they performed but I am not aware of any such treatment. Unfortunately, I have cashed...
the check since we were in need of the funds. However, I do request that Cherry Hill Health Center reconsider refunding the $60 also or provide documentation that a treatment was received by my wife.
Dear Revdex.com, I am writing in regards to a compliant received in your office by [redacted] submitted on 11/15/17. ID # [redacted]. The complaint states that he and his wife are patients here in the facility, and that our new Pressure Wave therapy was found to be painful, and he did not want the machine used on him or his wife. Let me first start by saying that Mr. [redacted] is not a patient here in our office. He accompanied his wife, [redacted] to her Physical Therapy evaluation appointment. The patient was seen here several times in our therapy department and was seeing great improvement per our therapist. The Patient was educated on the use of the medical waver for her hamstring tightness. Patient was educated that the medical wave is an FDA approved device but is still on the trial periods of use. Patient was informed of the indications and complaint on the use of the device. The patient stated to the Doctor of Physical Therapy that she had her own money, and wanted to purchase 6 treatments of the medical wave therapy. Patient is of sound mind and Mr. [redacted] does not have power of attorney over the patient, so we proceeded with the new therapy. Mr. [redacted] has since stated that Ms. [redacted] would not be returning for therapy, as he has admitted her into a care facility. I spoke with the billing manager and a refund was issued to Ms. [redacted] for the unused portion of her treatment on November 14, 2017. The check has cleared our bank. If you have any questions regarding this complaint please feel free to call the office at [redacted]. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: I feel that you took advantage of my wife. She does not have the capacity to make these decisions.
Sincerely,
[redacted]