Tiny Tots Therapy Inc.

Complaint: [redacted]
I am rejecting this response because:
When I first enrolled my son September 2014 for speech therapy, I was paying out of pocket for his sessions. The company is suppose to verify (with the insurance) benefits and the amount that I would have to pay as a co-pay that was never done. In December, [redacted] took a payment from me and realized that the account had no insurance information. She asked me that day if I had insurance and I said, 'YES." I explained to her that I was told that my insurance was not accepted and she asked to see my insurance cards. She said that I have out of network coverage that I can use and that the insurance will not pay everything but may pay a portion. [redacted] apologized to me and told me that she has to better train her staff and all insurance information should be verified to confirm co-pays. I was told not to pay anything until they heard from the insurance regarding out of network benefits. Unfortunately, my information was wrong and that is why it took to long at first. She advised that the office manager tried to reach me but no one has attempted to call me nor send me any invoices. The first time I have heard from them is receiving a collection notice in the mail. I called Tiny Totts the same day I received the collections letter and making this complaint. I asked [redacted] when were these phone calls made and when did they send out these supposedly invoices to my address. Looking in the system she couldn't tell me what date these occurrences took place. She advised me that she will send them out to me priority mail and I would have to sign for them.  I received those invoices so what happened to the ones prior to her sending to me. Some of these statements that are being mentioned are not true. I always stayed in contact with my insurance company to find out what is going on with these claims until a couple representatives advised me to stop calling because I am doing what Tiny totts is suppose to do. I also was told that its between tiny tots and  us(insurance company). I always pay what I should but this is not the way that Tiny Totts should be taking care of their patients. I was told that [redacted] would contact me back in 2 weeks because of an error that she found on my claim on behalf of the insurance. The time frame that it has taking(a year) is not my fault. I kept speaking to [redacted] every time I went in for a visit and calmly I was told they didn't hear back from the insurance and your fine. Well, not exactly if I am in collections and just received statements that I had to ask for on 1/27/2016. They sent me to collections for no fault of mines. I can't believe that she would say they  tried to contact me and I never even receive an invoice in the mail. I have never ran into a company like this until now. I will never do business here ever again.  Regards,
[redacted]

[redacted] was bringing in her son for speech therapy services. In finding out that she was paying out of pocket I ([redacted]) offered to help her and see if we could capture payment from the insurance company. I also did relay to her that there was not a 'guarantee' that we would capture these payments...

but that we would try. We took her insurance information and did in fact process the claims. My office manager, Neeta, did relay to her that were having difficulty obtaining payments and the claims were being denied for various reasons, as is the case with many insurance claims due to the nature of insurance. We sent out all the visit invoices via an email that we have on file via our accounting software from our billing dept. I confirmed that this email was in fact correct when I spoke with Merlissa last week, and I am unsure as to why she never received them. These bills were sent out over a one year period. Our office mgr also notated that she attempted to contact [redacted] over the course of the year. When our billing dept does not receive payment or correspondence from a patient an over due balance is generated and sent to collections. When [redacted] called me last week (the week of Feb 1), I immediately addressed her call and concerns. I sent over the invoices via registered mail, and have been in contact with the insurance company to see if we can find a resolution. As a matter of fact she just called me today and I returned her call And she was unable to speak with me. The latest update is that her insurance company believes they incorrectly processed the claims and will try again. But we have all of our clients sign off on a financial responsibility waiver because with insurance there is never a guarantee. It is each client's responsibility to be sure they have a good working knowledge of their benefits and benefit restrictions because this is information that they will not volunteer to the provider. Thank you!Sent on: 2/4/2016 1:03:47 PM