ProEx Home Inspections

[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 would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

The fee was indeed waived The billing manager will be reminded that that decision was made by management, and management will ensure that the fee is removed from the patient's billing statement In the future, the patient is more than welcome to ask to speak to a practice owner rather than involving the Revdex.com

Following receipt of this complaint, I (as co-owner of the company) directed both the office manager and the billing manager to discuss the complaint with the scheduling staff and determine what had happened on our end. Based on their investigation, this patient's description of the problem is
inconsistent with what we believe happened. She was given an appointment with the therapist on 12/to which she did not attend and there was no appointment made for her with the therapist in question on the 29thIn addition, she had cancelled an appointment with the therapist on the 15th of December as well. I then spoke with the therapist, who confirmed that, after one cancellation and one no-show back-to-back, she did make the decision not to reschedule the patient. Northlight regrets that this patient did not get the services she desired, but she holds some responsibility for that outcome

[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 ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We were not told that he was in the ER. If he can supply us with a bill or other documentation from the ER visit, we will happily waive that $fee. As to the mabout scheduling him, the error was ours, and we are sorry for the inconvenience. One of our managers will call
this afternoon and see if he would like to set up an appointment. We will also be happy to fill the rest of his prescription

Response to consumer complaint ID#: ***It has been our policy at Northight Counseling Associates, Incto refer new patients back to their insurance company for a referral to another provider if they either fail to appear for an initial appointment or cancel one without sufficient
(24-hour)noticeThis policy was enacted in response to a rate of initial appointment no-shows and late cancellations that was significantly higher than the rate for established patientsThis information is given calmly and kindly by all office staff at the time the appointment is made and again if and when the appointment is cancelledIn the case of this particular patient, who was a minor, Northlight wasgiven the reason for late cancellation by the father, barely two hours before the appointment, due to the patient reportedly refusing to come homeThis was clearly not the medical emergency (“high fever”) that the mother alleges, as that would have been viewed by Northlight as an exception to the above-referenced policy.Reiterating the policy to the parents should not be viewed as rudeness, and it maybe noted that Northlight owners have often received very positive feedback on the pleasantness and courteousness of their office staffAs to hanging up on a patient or other customer, that is never done unless the staff person has been unable to end the phone call any other way and has to move on to other patients and tasks; even in that event, however, the caller is respectfully informed that the staff person will need to hang up and move on to other responsibilities.This incident did give us pause, and in response, we have decided to amend our policy, as we felt it was perhaps too rigidIn its place, we have decided to give new patients who either fail to appear for initial appointments or cancel them without notice and without truly emergent cause the option of paying our standard no-show/cancellation fee if they wish to reschedule that appointment.Respectfully,DrBobbi DV***, DBH, LCSWCo-Owner, Northlight Counseling Associates, Inc

After checking with both the therapist and the billing manager, there are some inaccuracies in her complaint. Her therapist was not in that office (there is only one with no receptionist so I know which one she means) on the 29th; her appointment with him in that office was the 30thSo if she
showed up on the 29th, she very well might have sat through the better part of the hour since the other therapists in that satellite office would have been behind closed doors with their own patients. The billing manager, who keeps a ledger of all contacts with patients, has never heard from her. No calls or letters have been received. However, we do have a policy of waiving a no-show or same day cancel fee as a one-time courtesy, and so in that vein we are willing to waive this particular charge. Hopefully the patient will be vigilant in the future to ensure that she is in the correct location on the correct day in order to avoid any further issues or concerns

The complaint was reviewed with one of the owners and the billing manager.  A call was indeed found from late July.  The patient will receive a call today and a check will be sent out today as well.  We regret any inconvenience to the patient.  We will review our policies for how...

our calls are handled to ensure that 100% of our callers receive a call back by the end of the week at the latest.

The fee was indeed waived.  The billing manager will be reminded that that decision was made by management, and management will ensure that the fee is removed from the patient's billing statement.  In the future, the patient is more than welcome to ask to speak to a practice owner rather...

than involving the Revdex.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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Jeanne L[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]