Schulze Chiropractic Center of San Antonio

Complaint: [redacted] I am rejecting this response because: I have also been in contact with Aetna my insurance providerThey have informed me that they are not an approved or listed provider for Aetna on any planWhen I spoke to Dr [redacted] 's office manager she told me they provided services for a foreign dignitary under an Aetna planWhen I brought that up to the Aetna rep I spoke to they were puzzled by the claimBy their records they showed no such service or coverage rendered to anyone dignitary or otherwise through Aetna One thing I will acknowledge is receiving a bill breakdown from Aetna after speaking to them and getting the dates confirmedI did speak to the [redacted] business office about the break down of responsibility I got from AetnaWhen I spoke to the office staff I was told there must have been some kind of mistake madeThey assured me they would re-file the claim and contact me should there be any further issue about the billI never received any kind of response or request from that point forwardThat was the last time I heard from them until the office manager came back to the job over the summerHad I been contacted that this situation was continuing to escalate I would have discontinued there service immediately, but that didn't happenDr [redacted] kept recommending testing and treatments that didn't do anything to further any kind of resolution to the conditions experienced by my familyI was only there a handful of times before I quit any kind of treatment thereMy wife and daughter were persuaded to continue treatment, although they also eventually didn't see any success with regard to what they were experiencing As for what the office manager sees as abusive, she may have been upset by me asking her to keep her story straightHer story on their billing practices or whether they were or were not authorized providers for Aetna changed on numerous occasions during our conversations over the phoneWhen I questioned her motives and knowledge on the subject she seemed to respond as if in an insulted mannerWhen I spoke to her she told me she was not a year round employee of Dr [redacted] She is a full time teacher and fills the office manager position when school is not in sessionTherefore I was not confident about her lack of knowledge in their billing practices and her changing story as their status as a network or as she put it "an Aetna provider, just not an in-network provider"That was her response when I asked her how they can claim to be an Aetna providerShe said they are an Aetna Provider just not an in-network provider.I feel my family and I were misled and taken advantage of by being asked to have treatments that were not necessaryHad I been told they were not getting paid I would have been more forthcoming and ended treatment much soonerThis whole situation could have been avoidedI'm a reasonable man, my only expectation is to be treated fairlyAt this point that doesn't seem to be happening Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have asked the company to provide me with the insurance information from my visitsI appreciate that the company filed my insurance as a courtesy, however, I was never told that there were any issues with my insuranceAs a consumer I certainly would want to know if there were problems with my insurance being billed so that I could address it with my insurance company and get the claims properly paidI was on a plan with the co-pay being my only out of pocket expenseI paid my co-pay at each visitI would have been happy to file my insurance myself if that is what I needed to do I have a log of the times I have tried to communicate with this company to resolve my complaint prior to the collections agency moving forward with posting the account to my credit reportI was told by the company that they have told the collections agency to hold off on affecting my credit until this is resolved Regards, [redacted] ***

RE: [redacted] ** [redacted] Dear Sirs: This is the timely response to a billing and/or collection complaint from [redacted] ** ***The [redacted] family received chiropractic care from [redacted] Chiropractic in We file insurance as a courtesy for our patientsOn the very first visit the patients sign an Assignment of Benefits sheet that explains our insurance processingBy law we cannot write off patient's deductiblesThey are responsible for whatever their insurance says they are to payWe have had many patients with AetnaIn fact we have different Aetna plans in our systemPatients have different deductibles, different co-pays, and different percentages that they pay for each serviceThey choose their benefits from their insurance company and pay their premiums for the coverage they wantHigher premiums usually mean more through coverage, lower premiums means less coverageWe verify that their coverage is active, and get an initial quote of benefitsAs the insurance company always says and so do we, "this is an initial quote of benefits, and specific benefits will be finalized upon processing of the claim." We file insurance electronically, so claims are sent in very timelyOn the very first day of treatment, each of the patients signed: "I also assign and request payment of medical benefits to the above stated clinic for medical servicesI also understand that I am financially responsible for any charges not covered by insurance." I sent Mr** [redacted] numerous billsHis insurance company sent him a copy of the explanation of benefitsHe told me he never received anythingI called his insurance company and they gave me the dates that they sent out his claims to himI will enclose one of the letters I sent to him on 7/18/He was abusive to me and the staff on the telephoneHe, his wife and his daughter sought treatment from our clinic as they were receiving good resultsNever once did we represent that they were only to pay a co-payWe cannot break the Texas state insurance lawsPlease contact me if you need any additional informationSincerely, [redacted] Office Manager

Revdex.com
La Posada Dr
Austin, TX
RE: *** ***
Complaint ID #: ***
Dear Sirs;
This is in response to the complaint that was filed*** *** received treatment in the Schulze Chiropractic Center in DrSchulze is a provider for her insurance plan
We filed insurance for her as a courtesyInsurance was processed, and we worked with her insurance to help her get her claim paidShe is responsible for the amount that is not paid by her insurance companyPatients with insurance may have a co-pay, deductible, or percentage that the insurance company does not coverThere were three bills that were sent to her, two of them were returned with no forwarding addressHer account was turned over to collections and they were able to locate her in a different stateShe did receive the services of which she approved each timeShe visited our facility eleven times with great comments about her carePlease contact me if you need any additional information
*** ***
Office Manager

I have spoken with the chiropractic office and the issue was addressed. Please close my complaint.   Thanks! [redacted]

RE: [redacted] [redacted] Dear Sirs: This is the timely response to a billing and/or collection complaint from [redacted] [redacted]. The [redacted] family received chiropractic care from [redacted] Chiropractic in 2013. We file insurance as a courtesy for our patients. On the very first visit the patients...

sign an Assignment of Benefits sheet that explains our insurance processing. By law we cannot write off patient's deductibles. They are responsible for whatever their insurance says they are to pay. We have had many patients with Aetna. In fact we have 21 different Aetna plans in our system. Patients have different deductibles, different co-pays, and different percentages that they pay for each service. They choose their benefits from their insurance company and pay their premiums for the coverage they want. Higher premiums usually mean more through coverage, lower premiums means less coverage. We verify that their coverage is active, and get an initial quote of benefits. As the insurance company always says and so do we, "this is an initial quote of benefits, and specific benefits will be finalized upon processing of the claim." We file insurance electronically, so claims are sent in very timely. On the very first day of treatment, each of the patients signed: "I also assign and request payment of medical benefits to the above stated clinic for medical services. I also understand that I am financially responsible for any charges not covered by insurance." I sent Mr. ** [redacted] numerous bills. His insurance company sent him a copy of the explanation of benefits. He told me he never received anything. I called his insurance company and they gave me the dates that they sent out his claims to him. I will enclose one of the letters I sent to him on 7/18/14. He was abusive to me and the staff on the telephone. He, his wife and his daughter sought treatment from our clinic as they were receiving good results. Never once did we represent that they were only to pay a co-pay. We cannot break the Texas state insurance laws. Please contact me if you need any additional information. Sincerely,   [redacted] Office Manager

Complaint: [redacted]
I am rejecting this response because:     I have also been in contact with Aetna my insurance provider. They have informed me that they are not an approved or listed provider for Aetna on any plan. When I spoke to Dr. [redacted]'s office manager she told me they provided services for a foreign dignitary under an Aetna plan. When I brought that up to the Aetna rep I spoke to they were puzzled by the claim. By their records they showed no such service or coverage rendered to anyone dignitary or otherwise through Aetna.     One thing I will acknowledge is receiving a bill breakdown from Aetna after speaking to them and getting the dates confirmed. I did speak to the [redacted] business office about the break down of responsibility I got from Aetna. When I spoke to the office staff I was told there must have been some kind of mistake made. They assured me they would re-file the claim and contact me should there be any further issue about the bill. I never received any kind of response or request from that point forward. That was the last time I heard from them until the office manager came back to the job over the summer. Had I been contacted that this situation was continuing to escalate I would have discontinued there service immediately, but that didn't happen. Dr. [redacted] kept recommending testing and treatments that didn't do anything to further any kind of resolution to the conditions experienced by my family. I was only there a handful of times before I quit any kind of treatment there. My wife and daughter were persuaded to continue treatment, although they also eventually didn't see any success with regard to what they were experiencing.     As for what the office manager sees as abusive, she may have been upset by me asking her to keep her story straight. Her story on their billing practices or whether they were or were not authorized providers for Aetna changed on numerous occasions during our conversations over the phone. When I questioned her motives and knowledge on the subject she seemed to respond as if in an insulted manner. When I spoke to her she told me she was not a year round employee of Dr. [redacted]. She is a full time teacher and fills the office manager position when school is not in session. Therefore I was not confident about her lack of knowledge in their billing practices and her changing story as their status as a network or as she put it "an Aetna provider, just not an in-network provider". That was her response when I asked her how they can claim to be an Aetna provider. She said they are an Aetna Provider just not an in-network provider.I feel my family and I were misled and taken advantage of by being asked to have treatments that were not necessary. Had I been told they were not getting paid I would have been more forthcoming and ended treatment much sooner. This whole situation could have been avoided. I'm a reasonable man, my only expectation is to be treated fairly. At this point that doesn't seem to be happening.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have asked the company to provide me with the insurance information from my visits. I appreciate that the company filed my insurance as a courtesy, however, I was never told that there were any issues with my insurance. As a consumer I certainly would want to know if there were problems with my insurance being billed so that I could address it with my insurance company and get the claims properly paid. I was on a plan with the co-pay being my only out of pocket expense. I paid my co-pay at each visit. I would have been happy to file my insurance myself if that is what I needed to do.
I have a log of the times I have tried to communicate with this company to resolve my complaint prior to the collections agency moving forward with posting the account to my credit report. I was told by the company that they have told the collections agency to hold off on affecting my credit until this is resolved.
Regards,
[redacted]