Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below. I appreciate the response but this clearly indicates that upper management is not aware of the situation regarding [redacted] nor how it was mishandled by it's staff. I spoke with South Shore Therapies in depth as well as the insurance company and while I am still trying to appeal the denial through the insurance and through the attorney general's office the fact of the matter is that South Shore Therapies was receiving rejection notices on my son's claims and never informed usHad there not be another error on their part with billing the deductible it is very possible this would have continued to go on. The reality of my compliant is that my son had been denied therapy since the first week of March and I was not notified until the end of August. Months of speech therapy became my responsiblity to cover along with a hefty copayment. At no point were any accomodations made or responsibility taken on their part. Due to this massive failure of the therapy provider my son suffered because we could no longer continue to pay out of pocket with almost a bill due to South Shore Therapies Regards, [redacted]
Re complaint # [redacted] To whom it may concernWe at South Shore Therapies work diligently to give our clients a transparent experience at our facility. We go to great lengths to explain to parents what expenses are covered based on diligent insurance checks and past experience If there is an issue, we make every effort to resolve these issues with the third party payers. We try our best to alert families up front as to their bottom line exposure, however occasionally there is a situation beyond our control that needs to be resolved. At South Shore Therapies we have a protocol to escalate any clients’ complaints about their accounts or claims to upper level management so that we can work reasonably with the families to find a suitable resolution. In this instance our understanding was that the parent was going to work directly with the insurance company in an attempt to resolve the matter and that if they were unable to resolve the matter they were willing to settle any outstanding balance. Because the parent never indicated to us that they felt South Shore Therapies was responsible for any mishandling of this account, this case was not brought to the attention of upper management. Therefore we were not given an opportunity to resolve the situation. This is the first time in years of operation that a complaint was filed against South Shore Therapies. We stand behind our product and service, and take any complaint very seriously! We are in the process of reaching out to the complainant to better understand what happened in this case. Whether it was an internal breakdown or a misunderstanding will be determined. In either scenario we will come to an amenable resolution with our client. Once we have the resolution in place I will send additional information to The Revdex.com to update our file.Thank you [redacted] Vice President
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below. I appreciate the response but this clearly indicates that upper management is not aware of the situation regarding [redacted] nor how it was mishandled by it's staff. I spoke with South Shore Therapies in depth as well as the insurance company and while I am still trying to appeal the denial through the insurance and through the attorney general's office the fact of the matter is that South Shore Therapies was receiving rejection notices on my son's claims and never informed usHad there not be another error on their part with billing the deductible it is very possible this would have continued to go on. The reality of my compliant is that my son had been denied therapy since the first week of March and I was not notified until the end of August. Months of speech therapy became my responsiblity to cover along with a hefty copayment. At no point were any accomodations made or responsibility taken on their part. Due to this massive failure of the therapy provider my son suffered because we could no longer continue to pay out of pocket with almost a bill due to South Shore Therapies Regards, [redacted]
Re complaint # [redacted] To whom it may concernWe at South Shore Therapies work diligently to give our clients a transparent experience at our facility. We go to great lengths to explain to parents what expenses are covered based on diligent insurance checks and past experience If there is an issue, we make every effort to resolve these issues with the third party payers. We try our best to alert families up front as to their bottom line exposure, however occasionally there is a situation beyond our control that needs to be resolved. At South Shore Therapies we have a protocol to escalate any clients’ complaints about their accounts or claims to upper level management so that we can work reasonably with the families to find a suitable resolution. In this instance our understanding was that the parent was going to work directly with the insurance company in an attempt to resolve the matter and that if they were unable to resolve the matter they were willing to settle any outstanding balance. Because the parent never indicated to us that they felt South Shore Therapies was responsible for any mishandling of this account, this case was not brought to the attention of upper management. Therefore we were not given an opportunity to resolve the situation. This is the first time in years of operation that a complaint was filed against South Shore Therapies. We stand behind our product and service, and take any complaint very seriously! We are in the process of reaching out to the complainant to better understand what happened in this case. Whether it was an internal breakdown or a misunderstanding will be determined. In either scenario we will come to an amenable resolution with our client. Once we have the resolution in place I will send additional information to The Revdex.com to update our file.Thank you [redacted] Vice President