Riverside Counseling Center

August 13, Dear [redacted] ,Pursuant to your letter dated July 28, 2014, case # 10112203, I am writing to respond to your inquiry regarding the [redacted] accountWe regret that this client had a bad experience with this office and hope that she finds the help that she needs with a new providerShe is clearly angry, but we believe that she misunderstands the events noted in the letter you provided to usWe would never tell anyone that a missed appointment charge was only $We would further never tell anyone that our doctors are in network with [redacted] , which they are notWe do have therapists that are in network with [redacted] , but not our psychiatrists or nurse practitionerOur office staff clearly states this to any potential clientFurther, the client signs paperwork which clearly states the missed appointment policy.However, we have written off the charges for this particular client for their missed appointmentSincerely, Camille H Office Manager/Riverside Counseling Center

Regretfully, the HIPPA regulations require that we cannot discuss a case with anyone other than the patient unless we have consent to do so In this matter, it is not a patient of ours who is making this complaint Once we have consent, we can respond.If you need further assistance,
please let us know.Thank you,CH***Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: First off, I never scheduled an Aug 30 visit.  We don't have it on any of our calendars, which always do, so not sure where that came from.  Secondly, we received one bill that one appointment was missed and that $90 is owed.  We only received one more notice, for the $90 only, and it did not say anything about collections.  Finally, I didn't complain because who am I supposed to complain too?  You?  Is the Office Manager qualified to deal with customer complaints involving the doctors?  I didn't see anything posted at Riverside Counseling regarding physician/therapist complaints.Just a reminder, I was completely happy with my previous Practitioner and never once had a complaint towards her.  Once she retired, she stated that I was being moved over to Dr. P[redacted], and I've never had one positive experience.  I continued with him because I needed my medication for anxiety and depression despite feeling worse after his visits.  After several opportunities, it was my final straw when I began to get anxiety just to go see him...for anxiety!
Regards,
[redacted]

To whom it may concern:We have received further communication regarding charges made to the account in question for two missed appointments. The first missed appointment was on July 5, 2016, which was made when the client checked out on their prior appointment on 4/14/16. The second missed appointment was on August 30, 2016. Often, when a patient misses an appointment, they call to reschedule, which assume is what has happened in this case. We do not schedule appointments unless a patient does so when checking out, or calls to do so.Again, we are sorry that the patient did not like the practitioner and since we received no complaints about it, we would have no way of knowing that. Every practitioner here strives to serve the client with professionalism and courtesy. We did not force any client to switch to a different provider. When one of our practitioners left, we offered an appointment with a different provider. We would never assume to make that decision for them.As for billing practices, as discussed before, three statements are sent out with balances due, and unless some portion or all is paid, it is then turned over to collections. We never received any of the statements back in the mail, and can only assume that they were delivered. We keep copies of each statement sent. The final statement had a sticker that states that it is the last statement which will be sent and that unless the account is paid, it will be turned over to collections. I have attached a copy of the last statement sent. We had no communication from the client regarding the account.Complaints and billing questions are routinely handled by the office manager. If we had known that a client was unhappy with services and did not know of a missed appointment, we would have tried to remedy the situation as soon as it was called to our attention. The first missed appointment was on 7/5/16, and we received no payment on that one, and then the next missed appointment was added on 8/30/16. Again, no payment or calls regarding either. The account was not turned over to collections until November.However, this matter has been discussed with the doctor, and he has agreed to write off one of the missed appointment fees.Sincerely,Office Manager

August 13, 2014
Dear [redacted],Pursuant to your letter dated July 28, 2014, case # 10112203, I am writing to respond to your inquiry regarding the [redacted] account.
We regret that this client had a bad experience with this office and hope that she finds the help that she...

needs with a new provider. She is clearly angry, but we believe that she misunderstands the events noted in the letter you provided to us. We would never tell anyone that a missed appointment charge was only $25.00. We would further never tell anyone that our doctors are in network with [redacted], which they are not. We do have therapists that are in network with [redacted], but not our psychiatrists or nurse practitioner. Our office staff clearly states this to any potential client. Further, the client signs paperwork which clearly states the missed appointment policy.However, we have written off the charges for this particular client for their missed appointment.
Sincerely,
Camille H
Office Manager/Riverside Counseling Center

Review: Some Dr's are out of the office more in 2 months than I am in 2 years.Her replacement, Dr. Donald H[redacted], doesn't return calls. I could be (might be) suicidal and all they care about is their missed apt fee.When I called again to make an apt, I told them "I may not make it and we are within the 24 hours so consider this cancellation"They clearly told me cancellation fee is $25.I received a bill for $80 missed apt.They told me they were in [redacted] Network - But truth is: the the dr's are NOT in-network, but the therapists are.Do NOT go here. They do not help you, they actually cause more stress and just want your money.Desired Settlement: Waive the missed apt fee that was higher than explained AND unnecessary due to the fact I told the woman on the phone I may not make it. Not to mention the fact that no service was provided and they were negligent in returning my earlier call.

Business

Response:

August 13, 2014Dear [redacted],Pursuant to your letter dated July 28, 2014, case # 10112203, I am writing to respond to your inquiry regarding the [redacted] account.We regret that this client had a bad experience with this office and hope that she finds the help that she needs with a new provider. She is clearly angry, but we believe that she misunderstands the events noted in the letter you provided to us. We would never tell anyone that a missed appointment charge was only $25.00. We would further never tell anyone that our doctors are in network with [redacted], which they are not. We do have therapists that are in network with [redacted], but not our psychiatrists or nurse practitioner. Our office staff clearly states this to any potential client. Further, the client signs paperwork which clearly states the missed appointment policy.However, we have written off the charges for this particular client for their missed appointment.Sincerely,Camille HOffice Manager/Riverside Counseling Center