TXPRESS Urgent Care

Complaint: I am rejecting this response because:I did accept the refund [redacted] offeredHowever, she is not being completely truthful in the matterIt took two months and many phone calls to get [redacted] to respond and do her jobActually my insurance had to contact her with me on the other line to get her to file the claimI never asked [redacted] to bill my insurance for anything I wasn't dueThat is a complete lieThe office staff at txpress urgent care are very unprofessionalI had to pay $up front before the dr would even treat meIt was the dr that changed my order from crutches to a walker because I wasn't able to use the crutches and the dr wrote me a prescription for the walkerI am just so glad this matter is overI was not refunded all that was due to me but accepted what they offered because it was only a $difference and I was just relieved to be done dealing with these peopleThanks for your help in getting this resolved Regards, [redacted]

To the Revdex.com, This email is a brief summary of how the dispute for patient *** *** was resolved. *** *** requested a refund for crutches that were never charged to her at the time of her office visit. She was supposed to get crutches as part of her
medical discharge plan. *** *** changed her mind after being given a full disclosure and description of what she was being charged for at the time of service. *** *** agreed to those charges and after charges were processed with the credit card she provided, *** *** changed her mind and requested that the crutches be removed from the already processed payment. For security reasons, our medial billing system does not allow a partial refund and requires that a full hour cycle be allowed to clear from the original time of saleIn her particular case, we could not process a refund because she had a high deductible with *** *** *** *** *** ***This meant that her insurance could possibly make her fully responsible for any services rendered at the allowable amount. The amount billed to her insurance was $The amount we billed *** *** at the time of service was $Her insurance allowed $to be collected from the patient since she had yet to meet her insurance deductible with her insurance companyThere was a total remainder due of $in which two refunds were processedOne for $for the crutches that were never issued at the time of discharge and another refund in the amount of $for the over payment of her deductibleBoth refunds were issued on July 9th and the email that was sent to the patient is attached below with her refund confirmation letters for both transactionsOn the email that *** *** received, her breakdown was less detailed than this email to the Revdex.com. *** *** wanted an additional $refunded to her because she was having a difficult time understanding her Explanation of Benefits and the simple mathematical facts of her transaction. *** *** at one point asked me to bill her insurance for the crutches that she did not receive in order to obtain some sort of refund or credit from her insurance companyAt that point I advised *** *** that what she was asking me to do was insurance fraudShe stated that I was incompetent to do my job and advised me that she was going to contact the Revdex.com because I wasn't meeting her demands to refund her an additional $75.00. I advised her that it was her right to report this to the Revdex.com and I contacted her later that day to explain what was in the email sent to herAfter walking her through a pen and paper session to calculate her billed charges, she seemed to finally understand her charges and reluctantly accepted the results of her own mathematical calculationsIn other words, she had full knowledge of her charges and understood that she miscalculated her refund amount. At TXPRESS URGENT CARE, employees and owners alike are committed to go above and beyond the call of duty to provide all of our patients with the the utmost respect and care a facility can offer and we do it with the highest level of pride and integrityAny questions, comments or concernsplease feel free to contact me. *** * *** Medical Coder and Biller Phone: *** Email: ***@gmail.com "Because Life Needs Urgent Care"

Complaint: 10687886
I am rejecting this response because:I did accept the refund [redacted] offered. However, she is not being completely truthful in the matter. It took two months and many phone calls to get [redacted] to respond and do her job. Actually my insurance had to contact her with me on the other line to get her to file the claim. I never asked [redacted] to bill my insurance for anything I wasn't due. That is a complete lie. The office staff at txpress urgent care are very unprofessional. I had to pay $733.00 up front before the dr would even treat me. It was the dr that changed my order from crutches to a walker because I wasn't able to use the crutches and the dr wrote me a prescription for the walker. I am just so glad this matter is over. I was not refunded all that was due to me but accepted what they offered because it was only a $75.00 difference and I was just relieved to be done dealing with these people. Thanks for your help in getting this resolved. 
Regards,
[redacted]

To the Revdex.com,    This email is a brief summary of how the dispute for patient [redacted] was resolved.  [redacted] requested a refund for crutches that were never charged to her at the time of her office visit.  She was supposed to get...

crutches as part of her medical discharge plan.  [redacted] changed her mind after being given a full disclosure and description of what she was being charged for at the time of service.  [redacted] agreed to those charges and after charges were processed with the credit card she provided, [redacted] changed her mind and requested that the crutches be removed from the already processed payment.  For security reasons, our medial billing system does not allow a partial refund and requires that a full 24 hour cycle be allowed to clear from the original time of sale. In her particular case, we could not process a refund because she had a high deductible with [redacted]. This meant that her insurance could possibly make her fully responsible for any services rendered at the allowable amount.  The amount billed to her insurance was $760.00 The amount we billed [redacted] at the time of service was $733.00 Her insurance allowed $495.99 to be collected from the patient since she had yet to meet her insurance deductible with her insurance company. There was a total remainder due of $339.01 in which two refunds were processed. One for $75.00 for the crutches that were never issued at the time of discharge and another refund in the amount of  $264.01 for the over payment of her deductible. Both refunds were issued on July 9th 2015 and the email that was sent to the patient is attached below with her refund confirmation letters for both transactions. On the email that [redacted] received, her breakdown was less detailed than this email to the Revdex.com.  [redacted] wanted an additional $75.00 refunded to her because she was having a difficult time understanding her Explanation of Benefits and the simple mathematical facts of her transaction.  [redacted] at one point asked me to bill her insurance for the crutches that she did not receive in order to obtain some sort of refund or credit from her insurance company. At that point I advised [redacted] that what she was asking me to do was insurance fraud. She stated that I was incompetent to do my job and advised me that she was going to contact the Revdex.com because I wasn't meeting her demands to refund her an additional $75.00.  I advised her that it was her right to report this to the Revdex.com and I contacted her later that day to explain what was in the email sent to her. After walking her through a pen and paper session to calculate her billed charges, she seemed to finally understand her charges and reluctantly accepted the results of her own mathematical calculations. In other words, she had full knowledge of her charges and understood that she miscalculated her refund amount.  At TXPRESS URGENT CARE, employees and owners alike are committed to go above and beyond the call of duty to provide all of our patients with the the utmost respect and care a facility can offer and we do it with the highest level of pride and integrity. Any questions, comments or concerns. please feel free to contact me.  [redacted] [redacted] Medical Coder and Biller Phone: [redacted] Email: [redacted]@gmail.com   "Because Life Needs Urgent Care"