Sacramento Ear, Nose, Throat Surgical Center

After investigating this matter, it was determined that the patient never did receive her allergy vialsAs a matter of standard, allergy vials are billed to the patient at the time the vials are preparedIn this instance, it appears that there was a break down in communication on our part informing the patient where her completed vials were locatedWe have contacted the patient and reversed the charges to her

After investigating this matter, it was determined that the patient never did receive her allergy vials. As a matter of standard, allergy vials are billed to the patient at the time the vials are prepared. In this instance, it appears that there was a break down in communication on our part...

informing the patient where her completed vials were located. We have contacted the patient and reversed the charges to her.

We are saddened to hear that Ms. [redacted] is unhappy with the billing of her services at the Allergy Station. It appears that she is not unhappy with the services provided, just the fact that a portion is being billed to her.She received several different types of testing, one of which we require a signed consent (exhaled nitric oxide), as it can be determined "investigational" by some insurance carriers, although it's been accepted by national consensus documents. It is not represented as all inclusive. All services would have been discussed, and verbally consented to, prior to being performed.We do not represent our contractual adjustments as discounts. Additional discounts were discussed with Ms. [redacted], and taken. Payment arrangements were then made with Ms. [redacted] and documented on her account.Since we have now spent more staff time on this issue that the balance is worth, we will be adjusting off her balance. Ms. [redacted] will receive no more statements from The Allergy Station.To date we have received no payment for the services provided in good faith.Thank you for offering us the opportunity to provide additional information.Sincerely,[redacted]Billing Manageron behalf of [redacted]

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

Review: I had an ear infection. I was referred to this place by a walk in clinic.

I called to make appointment and was quoted a price of $169 for the office visit. It was confirmed that I am a new patient and had not been there before.

I was called back with a confirmation of my apt. time and again quoted price of $169 for office visit, again it was confirmed that I would be a new patient.

I went in for the appointment, was quoted again the price of $169, and I paid the $169.

I saw a practicioner, Mr. [redacted]. He examined my ears and determined that I did not have an ear infection. I reiterated that the issue was ongoing and I had been diagnosed with an infection by the walk in clinic. Mr [redacted] suggested that they check the pressure in my ears, and indicated there was no additional charge for this test. Three times it was suggested before I agreed. Three times he indicated no additional charge. Had I been advised there was additional cost I would have declined the test.

Mr. [redacted] did not actually prescribe any medications or provide any resolution for my issue. He suggested that I had another condition entirely and recommended that I see my Doctor of Medical Dentistry. I left.

Three weeks later I got a bill for an additional $203 for this visit. The bill is wrong. I sent them a letter explaining that it was wrong and why. The response was to send me another bill for the same amount at the end of the month. I resent the letter I had previously sent along with a copy of the bill marked returned for correction. Another month later they sent another bill for the same $203 that is incorrect.

The problem with the bill - I was quoted, three times, and I paid at time of service $169. The bill claims that the office visit was $226, $57 more than I was quoted. It also contains charges of $146 for the test that was to be no additional charge.Desired Settlement: Reverse the overcharges.

Business

Response:

We are in receipt of the complaint referenced above. We deeply regret any miscommunication regarding the charges related to this patient's visit. Normally, we would quote a fee for the visit only. Any additional testing would incur additional fees. That being said, it is apparent from the complaint that there was miscommunication in this case. Our sincerest apologies.Unfortunately, we have no record of any correspondence related to this balance as we would have responded to the patient immediately.As excellent patient care and good customer service are our primary goals, we will be adjusting the remainder of her balance. She will receive no further billing from us for this visit.Kind regards,[redacted] Director of Business Operations

Review: When I arrived at the consult appointment with Dr. [redacted] (The Allergy Station Roseville), I requested to be notified of any potential costs before starting any procedure or test that day. I was told by the receptionist and MA that would be no problem. I wanted to know what all was being billed out before I consented to anything so I would not get any surprise bills. The only two things I consented to and signed for (that I was warned there would be a cost for) was the consult itself and the [redacted] test (consent form attached). I was told that at worst, my cost for the day would be $20 if my insurance did not pay for the [redacted] test. I received a bill in the mail for $537 a month later. I called the office and the billing department and explained that I was willing to pay the $156 for the consult and the $20 for the [redacted] test, but the other charges I was not willing to pay for since I specifically requested to be notified before any additional costs would be incurred. The MA had come in and out of the room a few times and brought in different vials, but never once told me that anything other than one test and a consult would be billed out. I reached out to the billing department multiple times over the course of 2 months and was told that it is up to the Doctor to dismiss or reduce costs. The office acknowledged that I was misled and said they had an office meeting to make sure it would not happen again. Dr. [redacted] refused to take my calls or speak to me, I even left a message on his voicemail that promised a call back within 24 hours and he never called me back. I also mailed a letter and emailed him. He refuses to speak to me about anything (clinical or billing). I have tried every avenue to resolve this with the office themselves, but Dr. [redacted] refuses to work with me or even contact me for that matter. I should not be responsible for costs I did not consent for, seeing as I specifically requested to be notified before.Desired Settlement: Despite the fact that Dr. [redacted] refused to speak to me, I am still willing to pay for the consult and the [redacted] test since I did consent to those. I am however requesting to have the charges I did not consent to be adjusted off.

Business

Response:

When Ms. [redacted] came to our office, she signed a patient financial responsibility form which states that you understand your insurance, deductibles, co-pays and responsibilities. It is not our responsibility to know the details of every insurance plan. Our medical billing department works tremendously to try and understand and accommodate everybody's insurance and financial circumstances. It is impossible to for us to be experts on insurance plans. Ms. [redacted] was offered a payment plan for services provided. Instead, she chose to use social media sources to express her dissatisfaction with the charges for services provided. She willing accepted the services provided to her, but now does not want to pay for them - after giving her a 20% discount.

Consumer

Response:

The only reason I resorted to social media and [redacted] about what happened was because after two months of trying to work with them and speak to Dr. [redacted], he continued to deny any discounts and refused to speak to me. The only reason I consented to any tests is because they told me "if insurance does not cover it, it will be $20 at most." I even have the documents I signed that stated this. The only thing I willingly consented to was the consult which was around $200 and the $20 test. I offered to pay $250 if they would waive the rest and Dr. [redacted] refused. They also tried to use my insurance contracted rates against me, saying that I was already getting "discounts" from them. I pay for my insurance which gives me those contracted fees, so yet again they were trying to make me feel guilty for having insurance as if they were already not receiving the money they believe they deserve. They admitted that they made a mistake saying "we had an office meeting with our staff to insure this would not happen again" (which to me is obviously admitting they know they misled me) but they still refuse to make it right or meet me half way.

Review: My prescription was sent to the wrong location after a March appointment, and no one from the Roseville office bothered to call me back to follow-up on my request to have the medication sent to the Sacramento office, so I never received it. The billing dept. responded to my letter explaining the situation and requesting a credit to my account six months later, with a note on the November statement that since I signed their consent form, I was responsible for the charge.I've responded in writing again, explaining that I signed the patient consent form in good faith, with the expectation that Sacramento Ear, Nose & Throat would deliver what was promised to me. I didn't receive the benefit that was intended for me, and dont think its reasonable for Sacramento Ear, Nose & Throat to make a mistake and not deliver on their end, but expect me as a patient to pay for something I never received.Desired Settlement: Credit to my account for allergy vials never received.

Business

Response:

After investigating this matter, it was determined that the patient never did receive her allergy vials. As a matter of standard, allergy vials are billed to the patient at the time the vials are prepared. In this instance, it appears that there was a break down in communication on our part informing the patient where her completed vials were located. We have contacted the patient and reversed the charges to her.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.