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Ultimate Fun Productions, Inc.

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Ultimate Fun Productions, Inc. Reviews (1)

Initial Business Response /* (1000, 5, 2015/10/22) */
I'm writing in response to patient S. [redacted]'s complaint on Wednesday XX-XX-XXXX case #16057475. Ms. [redacted] and her mother were both seen in our office for the following dates of service 1-19-15, 3-30-15, 6-8-15, 8-5-15, and finally 10-14-15. ...

For a total of five visits. Ms. [redacted] came in to our office on Wednesday 10/14/2015 with concerns that she and her mother had been over charged and that she was receiving a bill for services that she had already paid for. She asked to speak to Dr. [redacted] personally about these concerns. As our Technician was escorting Ms. [redacted] into an exam room, Ms. [redacted] saw Dr. [redacted] at his desk and immediately began yelling at him about her bill. She was extremely rude and completely disruptive so much so that other patients were able to hear the commotion. Dr. [redacted] wasn't sure what Ms. [redacted] was talking about, since he doesn't handle the billing, and he had been working at his desk and was currently reviewing xrays for other patients that were currently there. Dr. [redacted] excused himself and went to get the Billing Supervisor [redacted]. Dr. [redacted] came to me and advised me of Ms. [redacted]'s concerns about her bill and asked me to come speak to her and her mother about them.
I went to Ms. [redacted]'s exam room and as soon as I approached the room and told her who I was, she began yelling at me and told me she received a bill and she had already paid the $800.00 for the laser treatments and that the laser treatments were not helping anyways. I told her I was asked to come in to talk to her about her concerns for her bill and not the condition of her feet, but I went ahead and told her there are no guarantees that any procedure, including the Laser Treatments, will work. Depending on the severity of each patients condition, some patients will only need one or two treatments, others may take up to five full treatments. I told her the $800.00 that she and her mother had paid was just for the laser treatment only. The $800.00 does not include the office visits, and it only covers up to 5 laser treatments only. I told her the reason why she was receiving a bill in the first place was because she had a high deductible ($1500.00 to be exact) and until she satisfies her deductible her insurance wouldn't pay their portion, which means patient has to come out of pocket first to satisfy her deductible then the insurance would kick in. She began yelling more, and told me that she wasn't told up front that she would be paying $69 each visit. I tried to explain to the patient that we cannot determine what the insurance company will pay before hand because Aetna pays different than Medicare and a lot contributes to how much each patient will end up paying (i.e. deductibles, out-of-pockets, co-insurance, and copays all contribute to each individuals particular out of pocket expense). She kept saying "why doesn't my mother have a bill and I do?" I tried to explain to her again that Ms. [redacted] has Aetna (private) Insurance with a high deductible, whereas Ms. [redacted], her mother, has Medicare (government) Insurance plus a secondary insurance known as a supplement. What Medicare doesn't pay for her mother, due to deductibles and out-of-pocket expenses, the secondary insurance picks up. So it's not really a fair assessment of the two because they are not the same insurance companies. Ms. [redacted] told me she had already spoken to several surrounding Podiatrist Offices' including Dr. Buksh office and a couple others that I cannot recall, about what they charge opposed to what we charge. She asked me "why is it that they don't charge for an office visit, and you do?" I told her I cannot speak for their offices, what they do at their own facilities are their own business rights, but at our office the Laser treatment are $800.00 which includes up to five treatments, and the office visits are completely separate. Office visits are not included in the $800.00. It wasn't until after Ms. [redacted] realized she wasn't getting anywhere that she began stating that she and her mother had never even seen the doctor except the first visit. I told her that I would go and review her and her mother's charts to address her NEW concerns.
I left Ms. [redacted]'s exam room and pulled up Ms. [redacted]'s and Ms. [redacted]'s charts and found that both charts had specific information from the doctor showing signs of improving nails and specific detail about concerns that were discussed with each patient at each visit. I also spoke to both technician's that had dealt with Ms. [redacted] and Ms. [redacted] at their past appointments and they both concurred that the patients have always seen the doctor. Dr. [redacted] even recalls speaking directly to the patients about their concerns. I had no reason to doubt the information that was provided directly from the [redacted], his chart notes, or the employees that have witnessed the direct patient to physician contact. I returned to the Ms. [redacted]'s room and told her that I have reviewed her and her mother's chart and they both indicate the [redacted] has had contact with them each visit. The chart notes have even included that the nails seem to be improving. She said "IMPROVING" "LOOK AT MY NAILS, DO THEY LOOK LIKE THEY ARE IMPROVING?" I told her "ma'am I am not the [redacted], I'm simply the Billing Supervisor, I have no medical background." "I cannot determine the condition of your feet." "I handle the billing only." She told me she understands that I do the billing and that I was "going to get the brunting of it because your here standing in front of me." She was cursing at me calling me and the staff all liars, and we were all lying to her face. That I needed to specifically talk to [redacted] and [redacted], the technicians that have been there at all of her and her mother's laser treatments, I told her "ma'am I've already spoken to everyone in the office and they all agree that you have seen the [redacted] even the notes indicate that." She was cursing calling me a "[redacted] liar" and "she would like to know who wrote the notes since she didn't see the doctor?" I told her "ma'am, the [redacted] is the only one that has access to the notes and we cannot change/write anything on them." She said "well then he is a [redacted] liar!" I also advised her that she and her mother were on their fifth laser treatment and that was the last treatment covered under the $800.00 that had already paid. Ms. [redacted] said "Thank God" "we will not be coming back here again!" She started threating to tell all her friends and turning us in for fraud. She kept saying that it was fraud that we are charging her insurance company for office visits that did not occur. I told Ms. [redacted] that she and her mother have been there five different dates, and had utilized the office space during that time and that all the information in their files stated the same thing. Ms. [redacted] and Ms. [redacted] both refused to see the [redacted] on the last date of service 10/14/2015 for additional treatment options. She said she wanted to get a copy of her photographs that were taken of her and her mother's feet because the condition of her feet had not improved, I told her I could email them to her after clinic if she liked, she said yes and gave me her email address. She kept threating and yelling around about how she was going to be contacting the Revdex.com, all of her friends/family members, and her insurance company to report her concerns for fraud. I advised her if she had any other questions or concerns she could call me anytime, I gave her my name again and left the room. I emailed the photographs to her on Wednesday 10/14/2015 at 4:26pm.
I have thoroughly reviewed Ms. [redacted] and Ms. [redacted]'s chart notes, and have looked extensively into both their accounts and found no evidence of anything other than being treated and seen by the [redacted] each office visit, which was reconfirmed as correct by the [redacted], Technicians, and staff. Also Ms. [redacted] kept saying over and over how she and her mother had not seen the [redacted] except the initial office visit on January 19, 2015 but our records indicate that she paid $66.79 on X-X-XXXX for an office visit that had occurred on 3-30-3015 (one of the dates she said had not occurred). Why would Ms. [redacted] pay for this service if it didn't occur? I conclude, that Ms. [redacted] was aware that she was on her last laser treatment and had not been completely satisfied with the results, prompting her vulgar and unprofessional conduct towards the [redacted], the staff, and myself. If she truly felt that we were overcharging her or her mother for services she felt were not rendered or untrue, why would she have waited until the very last office visit to address that concern? I did the best I could do to help answer all of Ms. [redacted] and Ms. [redacted]'s concerns. I have released all the supporting documents and chart notes to Ms. [redacted] and Ms. [redacted] at their request. We feel the services rendered were true and correct.

Initial Consumer Rebuttal /* (3000, 12, 2015/12/03) */
Final Business Response /* (4000, 14, 2015/12/08) */
12/8/2015
In reply of Ms. [redacted]'s response, and as the Assistant Office Manager and Billing Supervisor of Oklahoma Foot and Ankle Specialists, it is my responsibility to handle all billing questions, concerns, or problems that arise in our office. At the request of the doctor, I spoke to Ms. [redacted] and her mother directly and listened very closely to all their concerns. I also spoke to my staff as well as the doctor and reviewed both patients' charts. As stated before, I found zero evidence of anything other than being treated and seen by the Doctor each office visit, which I stated was reconfirmed by the [redacted], all Technicians, and Staff. I even contacted Connie, at Ms. [redacted]'s request, at our North location, which took her away from other patients, just to discuss Ms. [redacted]'s concerns. Connie's statement reconfirmed what [redacted] and the [redacted] had said was true, that the patients were seen by the Doctor each visit. [redacted] was not aware of what Ms. [redacted], her mother, the other technicians, or the Doctor had discussed with me, therefore, I felt [redacted]'s response was unbiased and also true. I have released all documents, including chart notes, pictures, and billing information to Ms. [redacted] and her mother. As Billing Supervisor and Assistant Office Manager, I have answered all questions and concerns to the best of my ability. It is my responsibility and my responsibility alone to discuss patient billing questions- not the [redacted], not the staff, and certainly not the Technicians. Frankly I have found zero evidence to support Ms. [redacted] and/or mother's complaints therefore, I will not ask my staff to type statements and have them notarized. I know what they told me and their stories have not changed since day one. As for the procedure itself, in our office, we do not guarantee the Laser Treatment will work, depending on the severity of the each patient's condition, some patients require more than the five treatments.
In conclusion, I have been extremely cooperative and have not withheld any information from the patient's nor the Revdex.com, and will be willing to provide the same documentation to any legal investigation if that day should come. I have always been available for patient billing questions/concerns, and/or complaints regarding our facility and have been prompt with all my responses. We pride ourselves in patient satisfaction and integrity, although some patients might not always see it that way.
[redacted] Johnson
[redacted] Johnson
Assistant Manager/Billing Supervisor
9315 S Pennsylvania Ave, Suite A
Oklahoma City, OK XXXXX
Final Consumer Response /* (4200, 16, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am done arguing with [redacted]. My personal opinion is they won't sign notarized statements because they aren't being honest. This seems like a simple request to me. [redacted] states it is "her responsibility and her responsibility alone to discuss patient billing questions". Again I asked the office manager what the charges were for and she referred me to [redacted]. I asked the technicians and they didn't know. And every time (more than once), I asked [redacted] she stated" for the use of the room". Not until I asked Dr. [redacted] did [redacted] state it was for seeing the Doctor. For being her sole responsibility, she is not very good at it because she couldn't answer this simple question properly, even though it was her job. For the last time they are all liars if they stated the Dr. saw us. My mother and I did not see the Dr. four out of the 5 visits and I wouldn't continue to exert the effort and the time if I were not being truthful. Therefore, I will continue this process by reporting them to the Oklahoma Board of Medical Licensure and Supervision. I will provide them the false documentation Dr. [redacted] filed to make it seem like he had seen us. I will let them do an investigation. I will also forward this information to Medicare, GEHA, and Aetna. I have given you ample time and opportunity to do the right thing and you refuse.

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