Ross Software Corporation

Sent: Tuesday, June 23, 6:PMSubject: Re: Complaint ID #*** Ms *** *** was scheduled for a third night *** *** *** *** *** *** *** whose lab we manageDue to some renovation at the hospital, their lab had been moved to our office temporarilyAs we do with every
medical procedure , we called her insurance to verify coverage and then inform the Hospital of coverages and preauthorization etcWe were informed by the insurance company, that her insurance has been termed. We called and left several messages for patient informing her about her not having insurance and that the hospital will not do her testWe even left a message not to come for the test as her insurance has been terminatedWe even called her work and they said that she no longer works thereNevertheless the patient decides to show upWe have a full house (four sleep patients) that nightMs *** created a scene at the laboratory stating that she needs this test for her surgery etcOur manager even spoke to herOne of our other patient was kind enough to volunteered to go home. We informed her that we cannot do the test as she has no insuranceShe said that she will pay cashShe was informed that she will have to pay cash and we have to do the test through *** *** ***(Anything that needs to be done through West Houston Hospital has to be pre-registered and pre-approved prior to the testAlso the cost to do through the hospital would be $plus also the Sleep specialist interpretation of $150-$200)Her referring office was informed the next day and they were okay with thisWe have given the patient the credit card receipt that states American Sleep and also a receipt that states American SleepAlso her report send to the her physician states American SleepI have attached a copy of her credit card statement and copy of receiptReport is not attached due to patient privacy(There is no bait and switch here except help and more help.) We did our best to accommodate this patient- even though we left messages for her not to comeHer test results were send promptly to her physicians office as wellWe did our very best to accommodate this patient with the least amount of out of pocket even though she did not have insuranceWe tried to dissuade her from coming for the test; we sent one of our other patients home for her and now she wants us to change the name on the receipt to *** *** *** *** ** ***? Sorry that would be illegal. If Ms *** wants us to refund her for her $we will do this but we will not do anything illegalBTW, I can assure you that even if we did the test thought *** *** *** *** that night, they would send her a bill for $plus another bill form the interpreting physician as all outpatient sleep studies have to be pre-approved and there was no way of getting a sleep study approved at pm. Moreover we would be getting in trouble with the Hospital for doing a sleep study without pre-registering and pre approval At *** *** ***, we believe in honesty and integrityIf Ms *** wants her money back she can contact meBTW our total cost of $includes the physicians interpretation $150;, pay the night techs, equipment, supplies, room, scoring, daytime scheduling etc, leaving us a profit of $if all allWe are prepared to take a $loss for integrity.Reggie ***, RPSGTPresident*** *** *** *** *** *** *** *** *** ** *** Ph: (***) ***-***; Fax: (***) ***-***

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 had a nice chat with Mr*** today regarding the events that took place on March 17, and the refund I corrected some of the misinformation he wrote about in his previous response and he agreed that this was all a matter of miscommunication and stated he would have words with the Office Manager who had represented his company so unprofessionally I proposed a partial refund instead of a full refund as I would have been financially responsible for a portion of the costs had this been billed through *** *** *** *** like the first two tests We agreed that he would refund $of the $I paid I would like to add that Mr*** was very understanding and very apologetic for the situation We had a very nice conversation that ended in a restored business relationship. Best regards,*** ***-***-***