Skin Cancer & Dermatology Institute, LLP

We are insured and my spouse had a visit with Skin Cancer & Dermatology Institute on 8/1/2013. The claim was processed on 9/3/2013. Then on 11/20/2013 the claim was reversed and processed again. On 10/30/2013 Skin Cancer & Dermatology Institute billed us and I paid it on 11/05/2013. [redacted] in the billing office agrees to all of this. On 2/11/2014 I contacted [redacted] at the billing office and was told on any refunds for December over payments, which would include the payment from us on 11/20/2013 for $102.75, and would be refunding our money. But then she said there was a another claim, having nothing to do with the original claim which has been paid twice. She said she would have to wait until they are paid for this second claim and then they would refund our money. I work for the insurance company that insures us and confirmed that this is not a valid process based on the contract.My concern is that this could literally go on forever if we continued to visit the dermatologist. In the health care billing industry, this is not accepted practice and I doubt seriously it is accepted practice in any industry. One claim has absolutely nothing to do with the other claim and the fact is that is has now been almost four months that the billing office has held onto our money.Let me know whatever else I can provide to help resolve this. Below are the details:Who Date of ServiceDate ProcessedAllowableCopayPlanIns Co. 8/1/20139/3/2013$63.63 $30.00 $33.63 Ins Co. 8/1/201311/20/2013($63.63)($30.00)($33.63)[redacted]/1/201310/23/2013$109.20 [redacted]/1/201311/05/2013($109.20)Ins Co. 8/1/2013 11/20/2013 $132.75 $30.00 $102.75 Ins Co. 10/18/201311/18/2013$63.63 $30.00 $33.63 Ins Co. 1/17/20141/22/2014$63.63 $30.00 $33.63Product_Or_Service: Dermatology VisitDesired SettlementI would like Skin Cancer and Dermatology Institute to follow generally accepted billing principles and not hold customers hostage for their funds. When I received the bill from them I paid right away. I would expect the same courtesy when my refund is due. I've never run into this type of situation with a health care office before. I would like my money. It is well overdue!!Thank you,[redacted]Business Response It was explained to the Patient's Husband that it is our policy not to issue refunds if there is an outstanding claim out to the insurance co. The reason for this policy is if that claim should come back with a patient responsibility we can transfer that credit as necessary rather than refund the patient and turn around and have to ask for a payment. Since their insurance co took 2 months instead of 30 days to process that outstanding claim it took longer to refund the patient. We received payment from ins co on March 7, 2014 and refunded the patient on March 10/2014. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)When I called the office in December they told me they had received the payment from the insurance company and would be refunding our overpayment. It took an additional 3 months to receive our payment. I work for the insurance company in question and know for a fact that the claim did not take two months to get paid. They are always paid within 30 days. I realize this company finally paid us and for that I am happy. I am not happy that they did not follow the contract they have with the insurance company.Final Business Response What was said was he would be refunded but because of another DOS that was not paid by the insurance co he would not get the refund until that other DOS was paid. This other DOS did take over 2 months to pay. We follow our company policy with regards to refunds.