TBO'S

Good Afternoon,Thank you for the opportunity to review your concerns.  From reviewing recent notations on Mr. [redacted] account it seems you spoke with our Patient Advocate, [redacted], earlier today.  We currently processing the refund amount due and you should receive the check shortly.We...

appreciate you allowing SDI to be a part of your healthcare team.Best Regards,[redacted]

Revdex.com:At this time, I have not been contacted by The Watermill regarding complaint ID [redacted].[redacted] 
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[redacted]No I haven't heard from anyone at the the watermillSincerely,[redacted]

The resident has every right to reject the comments by management this is her prerogative. It is duly noted. All her concerns regarding her AC issues have been repaired and completed. She stopped by our management office with several electric bills regarding her expenses. These are being reviewed and once they are done being reviewed we will contact the resident regarding our decision in regards to her request for concession for her electric expense.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] with Southwest Diagnostic called me and though her response to Revdex.com was they were processing the check and we would receive funds shortly, that was not what she advised in conversation.  She stated they called the Medical Collection company they forwarded my husbands records to on another claim and found that I had paid.  They should receive that check at the end of the month and then at THAT TIME would be issuing a refund, HOWEVER, they have found that the new invoice on a procedure my husband had done in August 2015 owed approximately $57.00 and the amount would be deducted before check went out. This was in my original complaint and this is still an issue.  One, why hold the check that I sent to you because it was stale dated until end of the month, you already have verbal that account was paid?  Second how is it legal to take funds from a refund mailed July 2014 for a bill owed August 2015, that they did not even send to my insurance company until September 2 2015.  The July 2014 was for [redacted] and August 2015 is SW Diag.  If it is not illegal it is definitely unethical.  The 2014 check has nothing to do with a procedure that was just done and they should not have the right to deduct anything from a check they are re-issuing.  The check was mailed to them because it was lost and then found but had stale dated.  The check should have just been re-issued without being held.
Regards,
[redacted]

Dear Mr. [redacted],Thank you for the opportunity to respond to your concerns.  Your account was never turned to a collection agency, it was with our internal collections department.  We've contacted Aetna with regards to these two claims and they've agreed the claims were denied in error and...

will be reprocessed.  The reference number for our conversation with Aetna is # [redacted].  Aetna has requested we allow up to 50 days for reprocessing.  We will refund the amount of $184.90, however please be aware Aetna may apply some or all of this amount to the patient responsibilty when they reprocess the claims.  Please let us know if there is anything further we can do to assist you. Sincerely,Jennifer

As a provider, we do not always know if an exam is going to be applied to a patient's deductible prior to services being rendered.  The benefits of an insurance policy are determined by the agreement between the patient and their insurance carrier.  If a patient requests assistance in determining their out-of-pocket amount prior to an exam, we make our best effort to assist them.  I will speak with our customer service staff to remind them we do not provide pricing estimates to patients unless reqested and they need to be clear about this when talking with patients.We will adjust this exam as a one-time courtesy.  Thank you for the opportunity to review your concern.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
That is a very generic response to an issue that could have been resolved by addressing this while an appointment is being made. My issue is with the shear fact that the company was fully aware prior to making the  appointment this would be applied to the desuctible and knew exactly how much it would cost, but failed to communicate the high cost of an unnecessary procedure with the  patient. Thus allowing the patient/customer to decide if it was worth paying for. I know for a fact that the company was aware because the two employees I spoke with at said company told me exactly that. I was infomed by auch company employee that whomever made my appointment should have infomed me of the cost because they know the  insurance company never pays that at 100% and I just happened to fall through the cracks with an unseasoned employee.All I would like is for the company to own up to their mistake due to lack of training which resulted in giving inconstistant patient/customer treatment/service.What they need to do is review the call recordings to see what exactly their employees said to me if they do not understand my level of dissatisfaction and disbelief of customer care.
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]