SpineOne, Inc.

Complaint: ***
I am rejecting this response because:-If the receptionist would have given me a truthful and complete answer to my "in network" question, I would've refused the serviceIt is simply deceptive to answer that "we are in network" knowing that the patient is going to get bills they are not expectingI asked the question and Spine One had the opportunity to be fully truthfulThey know that doing so will cost them business and that once service is provided the patient as no recourse but to pay. -I terminated the call with the billing department after repeatedly asking for her help in addressing the problem and her answer was that she was not authorized to do soI have paid your bills! I didn't need help understanding my payment optionsMy ability to pay was never the issue. - I will continue to raise as much attention as possible to this deception by Spine One.
Sincerely,
David ***

Initial invoices to patients for clinic visits, imaging, and treatment can be delayed by up to three months while insurance companies process and remit paymentsOnly after this process is complete can we send the first invoice to patients.After the initial invoice, it is our policy to send two
follinvoicesThe last (third) invoice will be marked as a final notice if no payment and no attempt to contact our office has been madeIf during this period of three months the invoices are not returned as undeliverable and we receive no communication from the patient, we then send the balance to a collections agency that has the resources and staff to make frequent and consistent efforts to collect the past-due amount.Our policy is to accept any good-faith payment from our patients, as long as the payments and communications are consistentInvoices are only sent to collections after a 90-day period without any communication at allAfter the debt has been sent to collections, we no longer are able to accept paymentIt is not our policy to recall a debt sent to collections after days with no communication or effort to make payment.We view this as a typical small business policy that in no way resembles an unfair trade practice as nothing about this practice is without precedent, unethical, or misleading

Final Consumer Response /* (2000, 6, 2015/06/01) */
Dispute was resolved

We have reviewed this complaint and would like to offer a few clarifying facts: 1. The ASC in which the procedure was performed is in-network with this patient’s insurance provider (***), so the receptionist in the Lone Tree Surgery Center told no lie
2. Our facility is designed with multiple entities operating out of a single facilityOur medical center is structured in this way so that we can offer same-day appointments, on-site imaging, and rapid treatment options for relief from debilitating painWe acknowledge that this structure may differ from other medical centers that do not offer the benefits we doa. The bill’s cited by Mr*** are charges for the provider and anesthesia group, which were charged to his onetwork deductible as these entities are out-of-network with ***b. In understanding of the fact that Mr*** may have not understood this structure, he was offered a 50% discount on his balances with the provider and the anesthesia group3. The complaints of having made several calls to resolve the issues and allegation of a scam are incorrectMr*** called and spoke with a benefits specialist once on March 20th, and hung up on our representative before she could finish explaining his bill and the options we offer for paymentThere has been no further interaction with this patientWe deny the allegation that our practice is in any way a scam, or that any of our staff blatantly lied to Mr***Our benefits counselors are available every weekday from 7:30-5:PM if Mr*** would like to call and further discuss these charges and the options we have available for payment arrangements