Refresh Dental North Pointe

Thank you for reaching out to resolve your billing concernI apologize that you had a negative experience in resolving this issue and want to work with you to resolve your concernThe account you reference has been paid in full and closed in our Patient Financial Services for the physician bills
associated with this patient encounter Our collection agency has sent documentation to you to confirm that the account is paid in fullPlease let me know if you have any documentation to indicate otherwiseThere were also bills for hospital which you are currently paying on a monthly basisPlease notify me if you have any concerns moving forwardthank you, *** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[in regards to the negative credit reporting I will accept the business' response However in regards to The business has not addressed their solution to the reason I continue to fail to consistently receive statements on the existing remaining balancesFailure to address deficiencies in their billing system sabotages my ability to remain on good payment terms As a consumer it is my right to receive statements, just as it is the provider's right to expect payment for services rendered ]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. This assumes, of course, that the hospital comes through with the $refund
Regards,
*** ***

On behalf of Christiana Care, I would like to resolve your billing concern. I apologize that you were unable to resolve this concern through our billing department and the communication did not meet your expectations. We researched your concern thoroughly and have identified the following payments...

and balances related to your concern. For the date of service of 8/7/12 [redacted] paid $124 and our contract rate with them adjusted the bill at the rate of $56.90. Blue Cross paid $226.17 and the adjusted rate was at $146.35; therfore the total insurance payments applied result in a balance due of $15.00 for the patient. For the date of service of 8/26/12 the total amount billed $2766.50. [redacted] paid $1871.88 and we applied the contract discount of $276.65. Blue Cross paid $480.57 and we applied the contract discount of $2.40. Therefore the patient copay is $135.00 copay. For both dates of services both insurance companies paid according to our contract and the patient is responsible for the copay amounts. Christiana Care would like to work with the patient for a payment plan on the balance due and would be willing to have this billing concern removed from the patient's credit report. If you have any questions or concerns, I would welcome the opportunity to support you moving forward. thank you, [redacted] patient experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As the business said themselves, they did not perform the full physical exam as I requested (because they "do not have time") and instead charged me with a "diagnosis" code because the doctor gave me a referral I did not even ask for. The only solution they gave was to take my payment - which I've already paid and was part of my problem. 
Regards,

Mr. [redacted], Thank you for reaching out to Christiana Care about your billing concern. I have thoroughly researched the information you shared and apologize that the details of your concern were not communicated more clearly. All of your bills with Christiana Care Health System are paid and you do...

not have any bills pending as patient responsibility. If you would like to have an itemized bill indicating this zero balance due I will be happy to provide that to you. I learned that the bills being mailed to you are from the physician who provided your care and treatment. The physician is not an employee of our health system therefore bills separately for the services rendered. In Christiana Care's efforts to serve patients, I did contact the physician's financial office and shared your concerns, in addition to informing them of the guidelines that you shared about veterans in the choice program are not to receive mail about their medical balances due. If I can be of any other support to you, please do not hesitate to contact me at [redacted], Patient Experience

Thank you for the opportunity to share additional information about the labwork - both the tests conducted and the procedure for insurance coverage. We take your feedback seriously and have learned from your comments as we work with other patients to communicate clearly and effectively on tests and procedures. I apologize for the experience during the post procedure process. Christiana Care works closely with the patient and lab to process the necessary paperwork for patient consents, medical necessity documentation and serving as a liaison between the insurance company and the lab to ensure payment for the patient. The lab selected has accepted your insurance payment as payment in full for services. I apologize if you did not receive the information that the lab was out of network. The lab performs an analysis of the test sample and if results are normal, then they are able to perform a more  sensitive test to  provide additional information to the physician. this more indepth test is a validated tool to help in the diagnosis of certain conditions therefore is under FDA review and pending approval. I encourage you to discuss the test results specifics with your physician and would welcome the opportunity to schedule a conference call to discuss. Please let me know if any questions. Thank you so much, [redacted]

On behalf of Christiana Care I would like to apologize for your patient and billing experience. I discussed your concern with the physician and billing office and would like to work with you to resolve this concern. The physician shared that for all patients, she asks...

about any patient concerns first to ensure they are addressed in a timely manner. It is often difficult to address both the medical concern and the required elements for a full annual physical in the same visit. The physician shared that she did provide a referral to a specialist for the concern addressed and therefore the physician coded the visit as an office visit. Since she completed most of the annual exam elements, the physician did attempt to re-code the visit. Chrsitiana Care is required to adhere to strict guidelines for coding visits and there was no other code that could be billed based on what was done in the office and documented in your medical record. I apologize that the communications with the office did not resolve your concern. I'd be happy to work with you to set up a payment plan and once that is initiated Christiana Care will contact the collections agency to make them aware of the payment arrangements. Please do not hesitate to contact me at any time for assistance. I can be reached at [redacted] Thank you, [redacted], Patient Experience

Dear Ms. [redacted], Christiana Care welcomes feedback from our patients and takes your comments very seriously. In a thorough review of your care, the Emergency Department clinicians determined that the services provided were appropriate based on the symptoms with which you presented. Your bill does...

reflect the care and tests you received during your emergency department visit. I apologize for the time you waited to be seen by a physician to discuss your test results. Christiana Care is experiencing an extremely high volume of patients seeking medical care from our community and we are regularly implementing processes to reduce the time patients spend in the Emergency Room. Christiana Care offers patients the opportunity to be considered for financial assistance to pay their bill in addition to offering patients the opportunity to establish a monthly payment plan to pay their bill. If you would like me to assist in any way, please do not hesitate to contact me at [redacted] Sincerely, [redacted], Patient Experience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 The hospital said they would pay, but never did, in spite of a few follow-ups.  Now the number I was dealing with is continually busy.   There is no describing how aggravating this has been.  The $450 wouldn't even cover the aggravation.  If I took this to the DA, could I get interest and punitive damages?   Below is my original complaint and a copy of an email received from you.   [redacted]

Thank you for reaching out to Christiana Care with your billingconcern. I apologize that you were not able to resolve your billing concernthrough the billing department. I am glad that we have connected to resolvingthis concern. In a separate email to the author of the email I...

attached a Financial Assistance Application whichyou will need to complete and submit with the pertinent financial informationwhich was in effect at the time of the date of service in late 2013. Once yourapplication is reviewed and if you qualify for financial assistance, your billfrom the Christiana Care services will be adjusted according. If there remainsa balance due, you are able to set up a payment plan. Once those items are inplace, we will work together to revise the credit report. The Christiana Care payment due is $1384.65 for hospitalservices. The balance due you referred to in the Revdex.comconcern is your balance due from the DFES – Doctors For Emergency Services, aseparate physician group of emergency room doctors. DFES is a separate companyand you will need to deal with them directly on the credit report and amountdue. Please let DFES billing know that you are filing for financial assistancethrough Christiana Care. DFES often provides the same discount that CCHSawards. I apologize you were not able to resolve your concern with the billing department. I am looking forward to working with you to help. Please let me know if any questions. Thanks, [redacted]

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. I would like to pay the full amount owed as soon as possible and have this matter removed from my credit report.  Please let me know who to contact at Christiana Care to make payment and have the matter stricken from my credit report.
Regards,

Thank you for sharing your feedback on Christiana Care's response to your concern. I apologize for the experience you have had in discussing your concerns with our billing department. It would have been helpful for you to know exactly why we declined your request for a lower fee based on your research with your insurance company. Being specific in our communication with you that the Christiana Care estimate line is available and checking with the facility in addition to your insurance is a message that would have been helpful to hear at the beginning of handling your concern. Christiana Care sends three bills before turning the bill over to collections. I apologize for your experience on this billing concern and would like to work with you to resolve the concern. I would be happy to work with you on a payment plan and withdraw this bill from collections. I will contact you to discuss a resolution. I can also be reached at [redacted] Sincerely, [redacted] Patient Experience

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Problem:This is complaint # 2 for this same issue. Said hospital set expectations for a front tooth implant for an agreed dollar amount. Dollar amount was demanded prior to service. As difficult at it was, the dollar amount was fully satisfied , paid in full, but front tooth implant was never installed. A former complaint to hospital and Revdex.com resulted in multiple telephone calls from the hospital representative, and excuses. What is desired is what was promised - the front tooth implant, and an end to their never-ending stream of excuses for failing to deliver what was promised - an implanted front tooth. Now the hospital has both my payment in full, AND my not-implanted tooth. This hospital owes me the service as promised - an implanted front tooth. That is our agreement, our contract: - not excuses. Please help.Translate Desired Resolution / OutcomeDesired Resolution:Delivery of OrderselectDesired Outcome:Multiple payments over time - it was a struggle -but full payment was made, and now even if it is a struggle for the hospital, an implanted front tooth is desired and what I'll settle for.

Thank you for reaching out to Christiana Care about your dental concern. On behalf of our organization I apologize that your experience did not meet your expectations. I reviewed your clinical information with Dental Services and want to offer a conference call with the dental provider to ensure you understand the  clinical decision why we cannot proceed with the implant. Christiana Care has processed and mailed two checks for the $1,000 reimbursement for your dental implant. I have confirmed we used the correct address and confirmed that the checks were not cashed ---I apologize that you did not receive them. In order to resolve your concern for reimbursement, Christiana Care has processed a third check for $1,000 and have it available for pickup at our Christiana Hospital Patient Relations Department. I can be reached at [redacted] for any questions. Thank you, [redacted] Patient Experience

Thank you for reaching out to Christiana Care to share your billing experience. We take your feedback seriously and want to work with you to resolve your concern. I apologize that your experience did not meet your expectations for handling your concern. I appreciate your payment of the balance and...

due to the miscommunication, Christiana Care has requested the credit agency remove any late payment reference for this bill on your credit record. Please feel free to contact me if you have any questions or concerns. I can be reached at [redacted]

Christiana Care would like to address and resolve your concern about receiving regular billing statements for your accounts. Christiana Care sends monthly bills to patients for accounts due but on two occasions there are instances where that may not apply and both occurred with your accounts. I am happy to explain in detail by telephone. Christiana Care works with patients for payment by offering a payment plan where patients receive monthly bills and make monthly payments on their accounts. If a patient misses two payments, 60 days without payment, and no longer participates in their payment plan, they begin to receive statements of the balance due. If the patient does not respond to the statements we make telephone calls to contact the patient for payment. Also if a patient sets up an automatic payment plan (ex. Credit card on file) for payment they do not receive monthly bills. They will receive written documentation when the account is paid in full. Christiana Care is committed to support patients in our billing process and are open to  discussing any concerns a patient has on the receipt of correspondence. Please do not hesitate to contact me if you have any concerns.[redacted]
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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,