ServiceMaster of Utica

Cindy RE: [redacted] - [redacted] The date of service is 3/22/ Mr [redacted] was left with a balance of (deductible, co-insurance 886.55) This was the patent responsibility left by his insurance companyHe requested a financial assistance package on 4/25/and it was mailed to him on 5/19/ The application was received on 8/20/but it was missing the day bank statement which we requested at that time from him The account has been with agencies and is currently with [redacted] and we never received the requested bank statement He contacted the business office on 3/9/and advised he was told he had a zero balanceHe asked to speak with a supervisor who advised him the account was with [redacted] and he had to speak with them He stated he would turn us over to Revdex.comOn 3/12/*** advised him they would accept as payment in full He declined and stated he would only pay We are not removing the balance, however because the account is with ***, whatever amount they state as payment in full we will accept their decision As of today no payment on the account Please email if you need anything additional.Norma E [redacted]

ID No [redacted] The date of service on the account is 1/4/ The patients insurance paid us on 1/29/leaving a patient responsibility of The patient paid us on 9/8/ but his bank returned the check to us on 9/17/ The balance on the account is and his credit has been notated I am not exactly sure what his comments are addressing but the balance on the account today is Please advise if there is anything else you need from meSincerely Norma E [redacted]

Dear [redacted] I apologize for the confusing information you have received from our organization regarding the payment plan that you set up I am going to have [redacted] contact you and reset the payment plan for you and make sure that it is not affecting your credit She will also explain the details of the payment plan and the implications if payments are not received when due Thank you very much[redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

While I did not receive the original email from you, Skyline did receive an actual postal letter that went to [redacted] and there has been correspondence with Ms. Westbrook. In fact, a service tech was sent to the home but had to reschedule to coordinate assistance in completing the work. The... work is being scheduled this week or next. and the customer is aware.

Att: Cindy R***ID: *** Second inquiryMr*** received his first statement from the hospital on 4/25/which advised him of his balance. On 5/19/he called the business office and advised he did not know it would cost so much, he had no income and lived with his parents. We offered financial assistance. We received the incomplete financial assistance application on 8/6/from Mr***. We needed a day bank statement and a hold was placed on the account. The account was sent to an outside agency, *** on 8/11/as we had received no additional correspondence from Mr***. *** called him many times and the account is noted message left. On 1/31/the account was placed with a second agency, ***. They spoke with him on 3/2/and gave him the Richmond Customer Service telephone number as he was disputing the charges. They returned the account and it was placed with ***. He called and customer service spoke with him at length on 3/9/2018. He spoke with *** on 3/12/and the offer of was discussed. He did not agree but stated the services were worth no more than 500.00. In addition he was told on 3/9/when he spoke to the Richmond Customer Service the account was with *** and he needed to speak with them. Customer Service did not speak with him on 3/12/nor was that indicated in the first response of his dispute. All of the above are in the account notes and we also record all calls made to the Customer Service Center. Please advise if any additional is needed.Norma E***

Initial Business Response /* (1000, 12, 2017/07/12) */
Regarding Case #*** ***
At the request of Mr***, Skyline had scheduled an appointment with Mr*** our Division Manager, and the Director of Consumer Relations DepartmentHowever, just prior to the meeting Mr*** left
for an extended vacationSkyline will attempt to reschedule a time when we can meet Mr*** and review his questions
Regards,
*** ***
Consumer Relations Manager
Sklyline Corporation
Initial Consumer Rebuttal /* (3000, 14, 2017/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response from Skyline is completely unacceptable and shows their true nature and dishonest intent regarding the consumerI have been trying to get this company to deliver the product I paid for for over months! This nightmare has been going on and on and on! I received a phone message from *** *** on June 9thHis message said that he would be flying in to my area on Monday the 12th and that he wanted to come meet with me and inspect all the damage and dangerous issues that are still not resolved with this home so he could quickly resolve these problemsSo I returned his call and left a return message that I was out of town on a family vacation but I would be back home on June and would be available anytime after June 23rdHere we are today July 20th and I have not heard anything from SkylineThis house is manufacturing embarrassment for Skyline and far below industry standards as far as I can judge! Its still an ongoing death trap and a tragedy waiting to happen at the expense of my family's healthThe electrical issues are never ending and the mold problems have taken a toll on my family's health! I still have a house full of damaged painted scratched and dented doorsI still have white paint on my carpetsI still have rooms where the carpet won't even reach the wallI still have two different colored carpet in my house that don't match each otherI still have every cabinet door in my house higher on the left than the rightI still have wall paint and stickers on all the windows in the houseI still have no finish on all the trim in my houseI still have cracked or no caulking at all in parts of the homeI still have crown molds on cabinets that are 1/inch apart at the seamI still have blinds that don't fit the window openingsI still don't have a working microwave because the one Skyline sold me blew fire out the top enough times it finally blew up and stopped workingof my interior doors are stained a different color than the othersI'm still tripping breakers and every light in the house blinks when the AC comes onThe ceiling fan in the living room has never worked since day oneWe still can not use our hall bathroom out of fear of it shocking my son again! I still have cracks and wholes in the walls even after full days of Skyline supposedly fixing problems like thisI do not except the flimsy response from Skyline that they will try and reschedule ANOTHER meeting and tour of my home! They never scheduled in the first place! They simply left a message that they would be in my area while I was out of town on a family vacation that was planed for over a yearThey have known that I have been back now for over days and I have no messages or missed calls, no emails, NOTHING! This is par for the course! Skyline Corporation has over promised and under delivered from the beginning on this home they sold meIt doesn't matter who you talk with from the vice president, the national sales manager, or the legal department there goal is to minimize liability and protect the company's bottom line! Their focus is absolutely (NOT) on the ethical sale and delivery of a well made product! They work so hard to maintain the illusion of excellence every time I talk to a representative for this companyIts all a scam so far and the single worst buying experience of my lifetime!!!
Final Business Response /* (4000, 19, 2017/08/02) */
Skyline will attempt to make an appointment the week of August 7th for Mr*** to meet with Mr***
Final Consumer Response /* (4200, 21, 2017/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am available for an appointment this Tuesday or Wednesday either day as suggested in your responsePlease call to let me know when will work

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I spoke to the auditor and she said she could not helpShe gave me the number for Patient relations and they never returned my calls or inquiries on why I was charged for services I refused and did not receiveThis is a very unprofessional way to handle this issue and I am very dissatisfied with that department. On another note during my pre-assessment I was quoted an out of pocket on around $and then I received a bill for almost three times that amountAgain very poor on their part. This is extremely poor customer service and they make me feel my concerns do not matterIf I do not pay, they will ding my credit report and I have no options other than legal
Regards,
*** ***

I have forwarded the patients letter to *** *** in our Patient Relations Department. The patient did speak to a nurse auditor on 1/15/and based on that reveiw all charges are appropriate based on the documentation in the Medical Record. The patient was provided contact
information for Patient Relations as well as Medical Records (it was suggested that the patient call and get a copy of the medical record)

We have found a patient with this name, but can't tie a charge to this date of service on the practice or hospital side. Since it mentions identity theft, we have involved our HIPAA Corporate Responsibility department. They are asking if you can provide the patient's date of
birth. She also has a picture of the person that was seen at the visit we had. Do you know his ethnicity?

I went back into the clinic for service on Jan to be re-treated by the clinicThe Coordinator who is over all of the clinics in the area, a female (forgot her name), arrived to provide further assistanceI waited for a very long time, more than an hour, to be seenAnd the only reason why I was seen after an hour, was because the attendant at the front counter NEVER checked me in when I arrivedSo I had to throw another big fuss about the wait time being that I had arrived when the clinic openedThey attempted to apologize for yet another mishap but I was furious and practically in tears in regards to the treatment by the staff I was packing my things to leave when then Coordinator came in to my exam Room to speak to meShe apologized for the wait, with an excuse that she was trying to get the Nurse Practitioner’s side of the story as to why I wasn’t treated properly on my Dec 27th visit.She said she told them to waive any fees associated with my care as this was supposed to have been done properly the first visitFinally after an hour and almost twenty minutes, I was seen by the same Nurse practitionerI was given the correct diagnosis, which was what I had already suspected, and prescribed the right medication to clear it upAs of today, I am still with a clean bill of health. The only issue I have is with their check in process and their wait timeIt’s ridiculousAny doctors office that has patients waiting over minutes needs help with scheduling

Initial Business Response /* (1000, 13, 2015/11/11) */
Contact Name and Title: R*** Legal Director
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@skylinecorp.com
We have been in contact with the customerA new work order had already been entered and was in the process of schedulingWe
will work with the customer to resolve any manufacturing defects
OFFER:
Initial Consumer Rebuttal /* (3000, 15, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT accept the response, only because grant the fact I have spoken with them in regards to these issues and they have assured me "they WILL take care if these items" butagainto date no service date has been set upTime is going by, it's been just about 2nd months, we are not able to fully move in until these items are resolved and the overall inconvenience this has caused us is unacceptableWe have bought a home that we won't even be able to spend our holidays in because these things aren't resolved, yetWe are STILL on air mattresses andI have since had a foot surgery that I couldn't even 'comfortably' be in my home healing, due to all of this

Initial Business Response /* (1000, 13, 2016/07/13) */
Contact Name and Title: *** *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@skylinecorp.com
Thank you for allowing Skyline the opportunity to respond to your concerns regarding your travel trailerYour trailer is
now well beyond the warranty period with SkylineWarranty service is provided by Skyline through the retail service centersWe cannot provide service through unauthorized repair facilities that have not been approved for service on a SkylineYour retailer is responsible for the repairs they make on your trailerIf the repair is unsatisfactory you can return the trailer to them and request the repair to be correctedWith regards to the fading on the front of the trailer; this is fiberglass sheetingIt must be kept waxed and polished to retain the original lusterYou can regain the color by buffing the surface with a fine polishing compound and then waxing

There were statements made in their messageThey did NOT send me anything and I had no idea this had even gone to collections until I was reviewing my credit reportThey were never in contact with me.I never said anything to them or *** about agreeing to pay $500.Lastly, I was told on 03/that a supervisor or member of management would be in contact with me later that day or the following monday, which would have been 03/12, and they never followed up with meIn their message, they indicated that we spoke on 03/and that is a downright lie. It is unfair not only as a patient, but also a consumer that a healthcare facility charges these outrages prices for their services but then blatantly lies about their business practices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Their responses are only consistent in the sense that they are disputing my claims and they are clearly lying about when we spoke and what was said, you can reference their responses in this thread as evidence of thatI was more than willing to get this taken care of when we first spoke but they did not guide me on the proper steps to take, which I feel is one of their shady business tactics.
Regards,
*** ***

Response:  We have contacted the patient in regards to this concern. The patient has also spoken with the provider who has given follow up instructions. We are greatly sorry the patient had this experience and have shared that sentiment with the patient  as well. After reevaluating our...

processes, a disconnect in communication between staff, was identified as an area for immediate improvement.  If you have any other concerns please don’t hesiste  to reac out to me . Respectfully,Alecia E[redacted], MHA / Practice Administrator

Initial Business Response /* (1000, 14, 2016/04/01) */
Thank you for bringing this matter to my attention.
We have a service crew scheduled to work on Ms. [redacted]'s home on Saturday April, 9 at 8:00am.
Thanks again,
Initial Consumer Rebuttal /* (2000, 16, 2016/04/01) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
I have spoken with Skyline and they has promised that techs will be at my home on April,9, 2016 as stated in his response. I will definitely re-open this claim if they promises are not met.

In regards to complaint #[redacted], the patient was seen the following Monday by the same provider for a follow up. I also met with [redacted] to learn more about her experience with us. The medical director has reviewed the patients chart and discussed any concerns with the medical provider. The medical...

director didn’t find any clinical wrong doing, however Jessica has been coached. As an organization we are here to serve our community, and we want to ensure all patients have their needs met. If there is anything else I can provide you please let me know. Thank you,

Cindy RE:  [redacted]The date of service is 3/22/2016.  Mr. [redacted] was left with a balance of 1286.55 (400.00 deductible, co-insurance 886.55).  This was the patent responsibility left by his insurance company. He requested a financial assistance package on 4/25/2016 and...

it was mailed to him on 5/19/2016.  The application was received on 8/20/2016 but it was missing the 30 day bank statement which we requested at that time from him.  The account has been with 3 agencies and is currently with [redacted] and we never received the requested bank statement.  He contacted the business office on 3/9/2018 and advised he was told he had a zero balance. He asked to speak with a supervisor who advised him the account was with [redacted] and he had to speak with them.  He stated he would turn us over to Revdex.com. On 3/12/2018 [redacted] advised him they would accept 900.58 as payment in full.  He declined and stated he would only pay 500.00. We are not removing the balance, however because the account is with [redacted], whatever amount they state as payment in full we will accept their decision.  As of today no payment on the account.  Please email if you need anything additional.Norma E[redacted]

While I did not receive the original email from you, Skyline did receive an actual postal letter that went to [redacted] and there has been correspondence with Ms. Westbrook. In fact, a service tech was sent to the home but had to reschedule to coordinate assistance in completing the work. The...

work is being scheduled this week or next. and the customer is aware.