The Eye Doctors of Lawrence, LLC

Complaint: [redacted] I am rejecting this response because:Mr [redacted] had contacted me for the 1st time on Friday March @2:pm from phone number [redacted] and left a voicemailPrior to that I had no voicemail messages from this company.I called back this morning at and left a voicemail message voicemail Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The money initially collected as part of a deductible was wrongfully collectedAdditionally, if the previous account, that I did not know existed, was sold to a collection agency, you have already settled that account and the money owed is with that agencyWhat I would like to see is something showing that what you (STRIC) do is legalI have also made [redacted] aware of this situation and they have filed a complaint with United Healthcare about situationHad your staff ran the insurance correctly, they wiuld have found out that any pregnancy related treat is covered 100% without a deductibleSadly, we will never do business with STRIC again because of this situationAs a RT(R) this story has been shared you my peers and colleagues as well; I am sure that they too will be interested in the results of this Regards, [redacted] U.SArmy, SFC(ret)

Dear Mr [redacted] ,I'm sorry for the unpleasant experience you and your wife had at our imaging center I do however, require more information, such as your wife's date of birth and name so I can find her in our system I will research what happened and let you know how it will be resolved Thank you for letting me know about this issueYou can also contact me via telephone at [redacted] so we can discussSincerely, [redacted] ***Vice President, OperationsSouth Texas Radiology Imaging Centers

Dear Ms [redacted] ,I'm sorry you are dissatisfied with the services you received from South Texas Radiology Imaging Centers Our billing office provided 30% discount off of our full fee since your insurance denied services I did check on the amount and your balance should be $and you will be re-billed at that amount We are not going to discount your services to the insurance allowable Sincerely, [redacted]

Mr [redacted] ,Refund was issued on 3/15/ Thank you for alerting me to this issueWe were not able to find any phone calls related to your issue but apologize for any negative experience you may have had

Ms***,I am so sorry for the negative experience you are having with our company Please allow me a few days to research your account and get back with you with a resolutionSincerely, [redacted] ***Vice President, OperationsSouth Texas Radiology Imaging Centers

Complaint: [redacted] I am rejecting this response because: I called times into your billing department to inquire about my refundEach time your billing clerks gave me different answers and different waiting periodsIn all the times my wife has used your services through her OB/GYN, we've not had any issuesYou've either not trained your staff in dealing with customers properly, especially when they've been overcharged, or customer service is not a priority with your companyYou don't need to respond to thisMy wife will discuss this incident with her doctor to find alternative service providers going forward Regards, [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 Thank you so much! Regards, [redacted]

Dear Ms***, please contact our billing office to determine any amount due or if in errorPlease call ###-###-####Ask for [redacted]

*omplaint: ***
I am reje*ting this response be*ause I still have not heard from anyone from STRI* on this mannerI a**ept an extension for some time to respond, but we aren't any further on this than I was when I submitted the *omplaint
Regards,
*** ***

August 24, Mr*** *** *** *** *** *** *** San Antonio, Texas RE: Revdex.com *omplaint ID *** DrMr***: We are in re*eipt of the *omplaint filed with the Revdex.com (Revdex.com) under the above referen*e ID. To re*ap what has o**urred to date, your primary insuran*e is Ameri*an Spe*ialty Insuran*e and you have Tri*are as your se*ondary insuran*e. Ameri*an Spe*ialty paid what was due from them and left a portion remaining as *oinsuran*e/dedu*tible due from either yourself or your se*ondary insuran*e (Tri*are). Tri*are rules for payments from them (as se*ondary) are quite *lear and I have in*luded some do*uments that spe*ify their responsibility. Our understanding of these regulations is that Tri*are will pay the lesser of the amount due from the benefi*iary after primary payments or the Tri*are allowable. We have appealed this numerous times with Tri*are as they appear to be violating this poli*y. We have been unsu**essful in rea*hing an individual that will review your *ase and the eviden*e provided We expe*t any payer, whether Tri*are, Medi*are, Medi*aid or any *ommer*ial insuran*e, to abide by the terms of their agreement with you, the insured. We have attempted to rea*h out to Tri*are and *annot obtain any reasonable explanation from them as to why they would not pay this balan*e. As su*h we look to the patient for payment of this balan*e I would be more than willing to dis*uss this with a Tri*are representative but we have been unsu**essful in obtaining their assistan*e. All we ask is that Tri*are substantiate their position with appli*able regulations; if they *an we will adjust your bill a**ordingly. It has been our experien*e with Tri*are that many times they attempt to pro*ess these *laims as though South Texas Radiology was a non-parti*ipating provider, we are a parti*ipating provider Sin*erely, Agent for South Texas Radiology Imaging *enters

Our billing supervisor has called Ms*** no less than times and I asked him to try again before I responded to you. She finally called back yesterday. She still owes $and it has been in collections for some time She is not happy that it hit her credit report and she wants it removed but did not promise to pay the past due balance. I think we are at a stalemate

Complaint: ***
I am rejecting this response because: South Texas Radiology is asking for additional information to research this issue*** ***'s (spouse) birthdate is 07/13/
Regards,
*** ***

*ould you please extend the turnaround time for this *omplaint and please let Ms*** know that her se*ondary insuran*e, Tri*are is refusing to pay and STRI* has been in *onta*t with them many, many times attempting to resolve this. I need some more time to see if we *an get anywhere with
her insuran*e *ompany *** *** *** *** *** South Texas Radiology Imaging *enters www.stri*.*om

Complaint: ***
I am rejecting this response because:I called and received the run around, First the gatekeeper asked my name then came back
to the phone to asked why I was calling and then said She may or may not be at her deskI left a message and did not receive a return call twice.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: *** is obviously preoccupied with how many times that they've tried to call me but left message. The bill they Claim I owe I've not received not anyInvoice that shows date of service from this Bill of 2012...here we are years later and South TX Radiology just added this to my Credit file on January 2017.Upset yes because what is the reason if you claim I owe you this do you add this years later...That's unbelievableI've been getting X-rays there well after that timeI've paid them just last year for X-rays In conclusion I did not promise payment nor did they promise to remove themselves from my Credit record.
Regards,
*** ***

Dear Ms***,I'm sorry for the experience you had with our organization Your insurance did not cover the procedure 100% and you do owe the $122.50, but since our insurance staff entered your benefits incorrectly the front desk staff was given misinformation and did not tell you the
balance Because of this STRIC will waive the $ I apologize again for your experience and thank you for bringing this to my attention. Sincerely,*** ***Vice President, OperationsSouth Texas Radiology Imaging Centers

Ms***, While I appreciate the discount on your uninsured rate, I actually was fully insured when I had the CT scan with STRICBlue Cross Blue Shield (BCBS) referred me to STRIC as an in-network provider (with a reference number) and a STRIC representative took my insurance information and confirmed at the time of scheduling that STRIC is an in-network provider with in-network discounts and cost savings. I find it extremely unfair that STRIC would receive additional profit off a coverage denialWhy should STRIC receive more money for this service than if it had been successfully processed through my ACTIVE BCBS health insurance plan? I only selected STRIC because you are a BCBS in-network provider I respectfully request that you adjust my account to the BCBS maximum allowable charge of $since I had ACTIVE BCBS health insurance coverage at the time of service Thank you, *** ***

RevDex.com:
I have attached our three payment receipts which lists our MRN account numbers. The last call I made to *** they informed me that corrections were submitted to the billing department with the EOBs but no action was taken on any of the claims and as of current we have met our family out of pocket for the calendar year (as of March) and the burden of payment is on *** for any claims adjudicated past this date
Regards,
*** ***

Dear Mr*** Please accept my sincere apology for your experience at our Imaging Center. We value your opinion and I will speak to all the staff involved. As it relates to your deductible, your insurance company did not have a record of your deductible being met and we contacted
them on multiple occasions based on the information you provided and their records indicated it was not met at the time of service. The claim is still not processed but our billing office staff has found out from *** *** *** *** that you will now only owe STRIC $90. As a result, we are issuing you a refund in the amount of $1,135.00. The check has been processed today and mailed today. Thank you for letting me know of your experience and if you would like to speak to me to discuss it further please do not hesitate to call. I’m sorry this was difficult and we could only go on the information the insurance provided when calculating your owed amount. Sincerely, Susan Kemp Vice President, Operations South Texas Radiology Imaging Centers www.stric.com