Rex Healthcare, Inc.

Rex failed to contact me with the amount owed for services for 5 months. They then turned the bill over to a collection agency.I had surgery on 12/19/2013. On 3/10/14 I received a bill asking for the full amount to be paid. I called Rex on 3/11/14 and talked to [redacted]. We discovered that REX had not captured the insurance information correctly at the time I was admitted for the surgery. On 3/21/14 [redacted] paid their portion of the bill. REX failed to send confirmation of that payment or an updated bill with the ajusted amount owed. Two errors on REX's part. After five months, on 9/2/14 I got a call from [redacted], a collection agency, saying I owed . After checking my records I called [redacted] and paid the entire amount due.REX loss money by hiring a collection agency. I loss sleep and time by worrying about my credit rating and having to dive into a stack of bills to understand what happened. Although [redacted] says my credit hasn't been affected, I won't know that that's the case for 30 days.I understand that REX Hospital could get insurance information wrong. What is crazy is that they never sent a bill after the insurance company paid. A simple bill, or a phone call could have gotten them payment in full 5 months earlier and saved them money too. Also, I see no way to provide this feedback to REX directly. Amazing that their web site doesn't allow for customer feedback!Desired SettlementI want to know what Rex's billing policy is. Was it followed? If it was, do they see the hole this situation fell into? Can and will they review this case to make corrections? The point is, I want to pay my bill and Rex has purchased a service that wasn't necessary if they would have sent an additional bill or called me on the phone. My hope is that this doesn't hit my credit report. [redacted]. told me that as of today it has not been posted. If it does, I would like a note from Rex posted on my credit report saying that I am not the root cause of the lack of payment; their billing practice is the root cause.Business Response Revdex.com, Thank you for bringing [redacted] concerns to my attention. I have investigated and determined that we did have a system failure in mailing her monthly statements to her and I want to apologize for this error. Our normal billing policy is to mail our patients a monthly bill for 120 days and if no contact or payment the account would be referred to our outside collection agency. It appears that on the same day we received her insurance payment our system updated to an incorrect address and we received return mail at alater date and there was no follow up on her account to capture the current address. I want to apologize for this error. Please inform [redacted] and assure her that this amount owed will not reflect on her credit report and I've requested a letter from [redacted] be mailed within the next two business days to confirm. Please feel free to contact me if you have additional questions.Sincerely,[redacted], ManagerPatient Financial Services, Rex Healthcare Consumer Response I am happy with the response from Ms. [redacted].I look forward to receiving the note from [redacted].Thank you for facilitating this exchange.Sincerely,[redacted]Final Consumer Response

I provided my health insurance information multiple times but Rex never filed it and instead turned my account over to collections.I incurred charges from lab services from Rex (account #AXXXXXXXX). My health insurance was provided at the time of service; however, Rex did not file my health insurance and instead sent me a bill for the full amount ($92.50). I provided my health insurance again (on the bill, as allowed) and re-submitted it. Then I started receiving collection letters. I spoke with Rex on 11/14/14 (confirm. # XXXXXXX) and 11/18/14 (confirm. #XXXXXXX). I provided my health insurance information again on these dates and was told it would be filed. My husband and I are now trying to purchase a home, but I apparently have a collections charge of $92.50 on my credit report. I need this to be resolved immediately. I offered to pay multiple times (to Rex, via submission of my health insurance information), but Rex chose not to accept my payment offers and instead turned my account over to collections which was resulted in defamation of my credit.Desired SettlementI need my credit report corrected. Rex should have filed my health insurance. If it WAS filed but denied by my insurer, then Rex should have let me know so that I could have submitted payment instead of turning my account over to collections.Business Response The account interfaced to our third party billing company with no insurance information. The patient called in ins on 11/2014 and insurance was billed and account put on hold at credit agency. BC paid on one test on 12/2/14 and not the other. The billing company failed to follow up and to notify the credit agency that the balance was now a contractual write off. The account is definitely out of collection now and a letter is being sent. Patient has a zero balance. I will call patient and explain and apologize.

Cleared payments on time and still turned account over to collection agency. Refuses to respond to customer inquiries.As seems to be common with the company, I have paid my bill on time every month. I have the bank statements to prove that Rex has cleared my payment in full before the statement deadline every month as agreed since Sept 2013. Yet my account was turned over to a collection agency with an incorrect balance owed. I attempted 3 times to contact the billing dept and they ignored me. My June payment was mailed before I knew of the collection agency and yet Rex STILL cleared the payment after receiving my information that they have made an error on my account. Seems to me someone should start a class action lawsuit due to the number of complaints recorded - sure there are more that are not. The collection agency says I owe $924.58 - however my consistent payment EVERY month as agreed and proven by the check copies my bank has mailed to Rex at the PO address so listed on their bills Sept thru June, my balance is only $624.58.Desired SettlementFor my time and frustration having to deal with this and their lack of competence and professionalism for not even having the decency to respond to the error when I contacted them, for causing me undue stress about my credit due to their ERROR, I think they should not only resolve the situation with the collection agency but take off part if not all of my balance owed to compensate me for my time and stress in the matter. Again, class action comes to mind.Business Response Thank you for bringing your concerns to my attention:Ms. [redacted] notified Rex Hospital on 6-7-2014 by email that she had made payment towards her account balance and was not delinquent.An email response was sent back to Ms. [redacted] on 6-10-2014 stating the following from [redacted]We have researched and located the $100 payment for April 2014. It has been applied to your account. I confirmed with the bank that your June payment was received and will be posted in the next business day. Your account balance will then be $624.58.Your account has been closed with the collection agency and nothing derogatory was credit reported, I have requested a closure letter be sent to you for your records. Your account will continue to be on a $100 a month payment plan with REX Hospital.I apologize for the error and any inconvenience this caused. Please contact me if I can be of further assistance.Our banking institute did transpose the account number and we have made a correction and applied the appropriate monies as needed. Sincerely,[redacted], ManagerPatient Financial ServicesRex HospitalConsumer Response Rex did finally contact me via voicemail and the statement I just received shows that they did correct my account and balance.

Two accounts being turned over to collections . Account was ion hold pending Financial assistance approval.Account number [redacted].Services rendered on 3/19/2014 as my wife delivered our second child at rex health care. After we received our bill my wife called and requested a Financial aid application. We filled out the paperwork and mailed it in certified. Monthly we would receive a bill my wife would call the number on the statement and they stated our application is in review and our account it on hold. As of 7/29/14 our account was on a 120 hold pending approval. The rep would state we will receive a letter in the mail. This monthly phone call continued monthly until 3/5/15 we received a collections notice from[redacted]. Both our accounts that were on hold were sent to collections. We never received an approval or denial letter from rex and the last conversation my wife had with Rex they said they never received our application for Financial aid. Sorta disturbing how we were waiting for approval on assistance then turned over to collections.Desired SettlementWe would like a thorough investigation on our Financial assistance application and what went wrong. Would like the account removed from collections. After removed from collections we would like the Financial aid application reviewed and set up a payment plan if needed.Business Response Mr. [redacted]Thank you for bringing your concerns to our attention. I would like to apologize for the delay you have incurred.On April 3, 2015, you were contacted and inform that the original application could not be located. Also, we are mailing you a new application and have agreed to expedite upon it's return providing all supporting documentation is attached to make a final decision.Please let me know if I can be of further assistance.Sincerely,[redacted], ManagerRex Healthcare

I was schedule for a sleep study. When I arrived at the facility there were many issues with this facility and I was unable to complete the test. I was schedule at Rex Healthcare for a Sleep Study from my Doctor.It has been many months and rude calls demanding payment on a study that never took place.My bills also show a test that was not ordered by my doctor.I went to this facility many months ago and found the bed was not able to carry my weight with comfort to sleep. The air conditioning did not work properly in my room and I could not get comfortable to complete the sleep study. I did not feel safe in this facility or my belongings. I was given a unsecured draw to leave my items in while I attempted to sleep which I could not given these horrible conditions. I left the facility 3 hours into this horrible experience because I could not force myself to sleep nor was I going to continue listening to the nurse tell me that I must sleep in order to complete this test like I was unaware of this fact. 5 hours later at 9 am I called over to the facility and spoke to [redacted] at the main desk. I explained how uncomfortable this facility was and that I wanted to speak with the person in charge of this facility for two reasons. I needed to complete this study for health reasons and to let them know if they were unaware the issues I had there. I have never once gotten a call back from [redacted] the Manager which I now left 4 messages for 2 of which were direct to [redacted] at the desk and the other 2 on [redacted]'s direct voicemail.I have gotten RUDE calls from Rex billing and now collections and I have explained each time that I have received no calls about my concerns only calls demanding payment. I was told call [redacted] at Rex to resolves which has been done with NO RESOLVE.I have 4 major concerns here 1)Mr Doctor never received any form of results of this so called test from Rex that I am billed for 2)My BILL shows for a CPAP study which is not what my doctor ordered at all3)I am being harrassed for payment on a study that never took place 4)I am being disrespected and told to keep calling Rex to resolve and after 4 unanswered calls I feel I made the honest effort here to resolve on my end. I have since completed my Sleep study with another adequate center in Raleigh and wish to stop receiving these rude calls with demands for fraudulent charges in my opinion since I am billed for a test that wasn't ordered by my doctor If anyone needs to discuss that my doctor has not received anything from Rex please feel free to speak with Office Manager: [redacted] of [redacted] at XXX-XXX-XXXXDesired SettlementI want these rude calls to stop because they offer zero help to resolve these issues and just threaten to damage my credit if I don't pay. I explain my concerns an the operator calling agrees with my concerns but still states I need to KEEP TRYING to resolve which I have exhausted my personal efforts on. I was improperly charged here for a test that never took place and I wish to stop receiving bills for such. The staff at this center has shown me zero consideration and respect and I refuse to make payment just because they feel are a larger entity than one man they can strong arm me into payment or forever ruin my credit standings if I don't do as they say. Business Response 3-14-2016To Whom it [redacted] Concern:Thank you for forwarding Mr. [redacted] complaint to UNC Rex Hospital.We will be happy to research and will respond with Mr. [redacted] by letter informing him of our findings.Sincerely,[redacted], ManagerConsumer Response [redacted],I have stated all the facts and nature of my concerns here and only hope that there comes a resolution in your letter.I will state my reply does not constitute as a accepted resolution here for all my efforts and time lost just to get a reply back from Rex Healthcare on this matter. Thank you [redacted] Final Business Response Mr. [redacted],A letter is being mailed to you today with the outcome of our review.Thank you,[redacted]

In February I delivered a baby at Rex Hospital. The hospital incorrectly filed insurance and failed to correct the charges due.On 2/9/14 I delivered our baby at Rex Hospital. The hospital did not confirm the insurance under which to file my daughter's charges and filed them (incorrectly) under my insurance. We have tried multiple times to correct the problem and have the hospital file the claim under my husband's ([redacted]) insurance. Despite just trying to pay the hospital what we owe them, we have received multiple phone calls about the issue (as we were working with Rex billing on it), and they have threatened to take us to collections, which would be very damaging to my credit.The last correspondence with the hospital was in mid-Dec to tell us our bill was settled. We followed up on Jan 14 to ensure we did not owe any more charges. A bill dated Jan 15 confirmed an account balance of $0.00. Then on Jan 22, we received a bill for the original amount again.We are concerned about being taken to a collections agency, and just want to get this issue resolved. We have been trying to resolve it for nine months (since May 2014) unsuccessfully.Desired SettlementWe are asking that Rex Hospital (the billing dept out of[redacted]) stop sending us bills and confirm our account has been settled.We would appreciate contact from either the billing dept at the PO Box listed above or at PO Box [redacted]Business Response Ms. [redacted],I apologize that Rex Healthcare sent you a incorrect statement in January 2015. We were made aware that we had statements generated in error and mailed. As you stated your baby's account was settled in December 2014 and had a zero balance. To confirm your balances have been resolved, I will send you an itemized statement for both visits showing a zero balance.If I can be of further assistance, please do not hesitate to contact me.Sincerely,[redacted], ManagerPatient Financial ServicesRex Hospital

Payments made religiously, but now sent to collections.On April 10, 2013 I visited Rex Hospital and shortly after set up a payment plan for account # [redacted]. I have paid religiously, but in early 2015 I became unemployed. With a balance of $199 as of April 22nd, 2015, I contacted Rex immediately and was told I might qualify for financial assistance of either clearing the bill or lowering my monthly payment. After sending all the requested information and documents in April in hopes I qualify for assistance, I followed up with a payment for the month of May on the 20th to make a balance of $157. I had not heard anything by the next billing period, so I followed up with a phone call and the lady told me I needed to send them a new bank statement because it's a new month and she will send a new letter out requesting this. I waited for the letter, sent my updated bank statement and still haven't heard anything upon the next billing. At this point it has been over 3 months that I have been waiting to hear from Rex Hospital whether or not I qualify, nor have I received a bill from Rex, so I obviously have not paid. Late July 2015, I received another request from Rex asking for yet another new month's bank statement because it still has not been resolved. At this point, I was now gainfully employed so instead of waiting another 2 months, I made a payment on July 30th, making my balance $115. On August 7th, 2015, I received a letter from a collections agency, [redacted], saying that Rex Hospital turned my account over to them for $115.00, which is the balance AFTER I made my July 30th payment.I have attempted to contact Rex twice via phone calls:August 6th at 11:09AM and August 14th at 2:45PM, both having to leave voicemails and the recording said I would receive a call back within 48 hours. Neither have been responded to.I am livid... here I make a payment instead of waiting more time for assistance and they "reward" me by sending my account to collections. Desired SettlementAfter all the time I have put into correcting this account, I would like Rex to clear the $115 from my account. On top of that, I would like Rex to delete my account from [redacted] and I request a letter from [redacted] saying this deletion has been deleted from the credit bureaus. Business Response Thank you for contacting Rex Hospital and allowing us the opportunity to respond. In regards to complaint # [redacted] the concern will be resolved with the patient directly. We appreciate the Revdex.com bringing the issue to our attention. Thank youManager, Rex Hospital