Up-Right Construction Inc.

Initial Business Response /* (1000, 5, 2015/10/07) */
RE:[redacted] Case # [redacted]
To whom it may concern,
We are responding to the complaint Ms [redacted] wrote, regarding the charges of 105,75 incurred at Kauffman Chiropractic on 2-18-15.
Ms [redacted] was seen at our, office on 2-16-15 and received a...

consultation, examination, and xxays for a special offer of $20.00. She returned on 2-18-2015 to meet with the doctor and receive a report of the doctor's findings, as well as the recommendation for care. Ms [redacted] was experiencing stabbing back pain and leg numbness.
Our staff makes every effort to explain to our patients that the Special offer does not
include any treatment. The receipts given to Ms [redacted] state this (see copies). On 2- 18-15, Ms [redacted] consented to receive treatment, and provided our staff with her Blue Cross Blue Shield insurance information. She received soft tissue massage, spinal
manipulation, electrical muscle stimulation, and ice therapies. She was given a calendar of care, with the days and times allot. upcoming visits. Ms [redacted] did not return. Multiple attempts were made to contact her.
A bill was issued and sent to Ms [redacted] for the treatment she consented to receive on 2-1845. Our staff follows collection protocols to collect patient balances. The protocol includes an initial statement, a second statement with a friendly reminder sticker, a letter, a second letter sent certified mail, a final notice letter, and a phone call prior to resorting to the services of a collection agency. This protocol took place from March 2015 to September 251h 2015, when Ms [redacted] contacted our office and talked to one clout
staff, We explained that we had made several attempts to resolve the matter, and that we had no choice but to send the account to collection.
We are very sorry about this misunderstanding. We strive to provide quality service, and we have been serving the community since 1988. Our staff is trained to serve our patients and answer any questions or concerns they may have, We held a special meeting with our staff regarding this situation, as a continuous effort to improve the quality of our services, In good faith, we are waiving any outstanding balance on Ms [redacted]'s
account. We removed the account from the collection agency as well. We would like the opportunity to continue treating Ms. [redacted]'s condition, as she is a good candidate for conservative care at this time. if Ms. [redacted] elects to give our office a second
chance, we will gladly take good care of her We hope that this satisfies Ms. [redacted], and again we are sorry for the misunderstanding,
Sincerely,
Initial Consumer Rebuttal /* (2000, 8, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/11/23) */
To whom it may concern,
We are responding to the complaint that Ms [redacted] wrote, regarding the charge of $95.25 incurred at Kauffman Chiropractic on 9-3-20b.
Ms [redacted] was seen at our office on 9-02-2015, and received a consultation,...

examination and x-rays for a special offer of $20. She returned on 9-3-2015 to receive a consultation from the doctor, regarding the x-ray findings, as well as the
recommendations of care.
Ms [redacted] received treatment consisting of spinal manipulation and manual therapy on 9-3-2015. Our staff' informed Ms [redacted] that the treatment would be charged (see computer copy).
Although our staff makes every effort to be clear regarding what our special offer includes ( see receipt of special offer), we understand that there can he some misunderstandings. We have been serving our communities for 26 years, and we take pride in offering great customer service. Our staff makes every effort to explain what the
patient's financial responsibility is, We certainly do not want any such misunderstandings, and we are very sorry that this happened.
In good faith, we are waiving any outstanding balance on Ms [redacted]'s account. We hope that she will return for care; we would like the opportunity to treat her, if she elects to give our office a chance to do so.
Again, we apologize for the misunderstanding, and for any inconvenience this caused Ms [redacted].
Sincerely,
Drs Rot and Danielle [redacted],
Kaufflnan Chiropractic PC

Initial Business Response /* (1000, 8, 2015/05/22) */
This letter is in response to the complaint filed by Mr. [redacted].
Mr. [redacted] was at our booth at a Purdue University event on 2-13-15. Mr. [redacted] was offered our $20 special which includes a consultation, examination, xrays ( if necessary), and...

a review of the doctor's findings the following day. Mr. [redacted] made an appointment to see one of our doctors, and paid $20. He was given a receipt. Our staff members are trained to read the terms of the receipt, and to explain that the special offer is non refundable, and that it does not include any treatment or radiology reports ( sec copy of the receipt enclosed).
Mr. [redacted] came to our office on 2-16-15 and received a consultation, examination, as well as cervical, thoracic and lumbar xrays. He returned on 2-18-15 to meet with the doctor regarding the exam and xray findings.
Mr. [redacted] accepted to receive treatment and therapy on 2-18-15, and provided us with his health insurance information.
Kauffman Chiropractic has been serving the Northwest IN community for over 26 years, and we are very proud of the quality of our services. We make every effort to meet our patients needs, and to review all financial information, as well as the doctor's recommendation of care. We feel that it is unfortunate that Mr. [redacted] had a bad experience at our office, and we are very sorry for the misunderstanding. In good faith, we will waive all remaining charges on his account, leaving a zero balance.
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this resolution and appreciate Kauffman's willingness to have the issue resolved. I hope that this feedback can be used in a positive way to avoid similar experiences in the future.
Regards,
[redacted]