Up Up & Away Inc

Mr. [redacted] did incur charges in my office at which time insurance coverage and deductible amounts were explained to him along with the comment that we can only quote the information as given to us by his insurance company. We began by collecting the contracted amount that his insurance company...

informed us to do. After one billing cycle we received an explanation of benefits form stating that the patient had not yet met his deductible and therefore would be responsible for the full amount of the billed charges. One of my staff spoke to Mr. [redacted] on two separate occasions regarding this issue however he was continuing to have difficulty in understanding this concept. This particular staff suggested that he contact his insurance company for further questions. Statements were sent out from my office reflecting this new balance due. Three statements were sent to the address provided by Mr. [redacted] of which the 1st one was returned to our office with no forwarding address, the 2nd one was not returned and then the 3rd one was once again returned with no forwarding address. A different staff member then called Mr. [redacted] in attempts to verify the address however he did not return the call. Mr. [redacted]'s account was then referred to our collection agency who has a 6 week program in which they attempt to contact the individual and collect outstanding amounts without notifying any credit agencies. Obviously this was unsuccessful and therefore his account rolled over into full collection status. Mr. [redacted] then called my office on 9/8/16 requesting to speak with the billing department. The staff member answering the phone explained to him that the billing department was off-site and asked him for his phone number so that they could call him back. He refused to give his phone number and proceeded to yell at my staff member for several minutes. At one point he told her that if he didn't hear back from someone by the next day that he would come down to the office and "you don't want me there". I returned his call the next day when I returned to the office at which point he wanted to know why he was sent to collections. I attempted to explain to him that it is of my hands and that he needed to communicate with the collection agency and/or his insurance company. He then began yelling at me and it became quite evident that we were not going to accomplish anything constructive in this phone call therefore I raised my voice above his so that he would hear me telling him that I was going to hang up now and that he should communicate with the collection agency and/or the insurance company. I then hung up the phone.

I am rejecting this response because:this is not how the actual events happened I dod not yell at anyone now I will admit I did sound more straight forward than anything but I did not yell.When I first called their office after numerous angry phone calls from a collection agency and a letter in which I found out that the collection was because of them I called to find out why I was in collections I spoke with [redacted] I asked why she was not able to amswer any of my question she let me know that billing would be able to help me so I asked for that departments phone number [redacted] denied me that information I asked why she said that someone would contact me I told her I wanted to resolve this issue asap because I am purchasing a home and this is ruining my credit now after that I asked her to tell me why I didnt receive a bill they said that all bills where returned to them undeliverable so I asled what address they had on file they told me which one they had which it was incorrect so I asked why they never attempted to call me they said they but I never received a call so they took my cell phone number so that billing can call me backNow the next day I get a call from [redacted] again sayithat she cant help and that I would have to deal with the collection agency so told her that why I had that balance with them she finaly told me that my insurance did not pay so I had to pay and in that vefore I received any services from them I asked to double check and make sure that what my insurance covered the adviced me thay I had unlimited visit just had to pay a deductible which I paid everytime and now it seems they changed their mind which is fine if I owe this I will pay but I asked to be removed from collection [redacted] refused and said only collections can help so I told her that I would visit the owners office after work after we both disconnected the call.Shortly after I received a call from a [redacted] he already seemed upset when I answered and the first thing he asked was what was this call for I replied by saying that im sure already know why I wish to visit his office he went on for a bit dening what the issue was I went on to explain myself again on what happen and that I want tl be removed from collections in which he went on to interrupt as much as possible and even seemed to have a laugh in this situation he kept repeting that he wont help to deal with collections agency after all he did was repeat that he will hang up several times after we hung upi paid the bill already