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Virginia Ear, Nose and Throat Associates

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Virginia Ear, Nose and Throat Associates Reviews (6)

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The dr's office is a jokeThey failed to update my address & didn't call meSince I never received a bill or statement I didn't realize I owed money since I got a huge bill from the hospitalFinally the first call came days before it was sent to collectionsI asked for a bill or statement & they refusedThe collection agency is a joke tooI have not called the law office yet I'm not paying any collection fees since I'm paid in full Thanks! Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

Dear [redacted] ***: Thank you for the opportunity to respond to the above-referenced complaint This patient was mailed statements on 07/10/15, 09/04/15, 10/02/15, and 10/30/On 11/3/one of the employees in our Business Office documented she spoke to the patientThe stated he had not received any of the statementsOur clerk documented they were not returned to usWe did update the patient’s address at that timeSubsequently he made payments on 12/1/15, 2/24/16, 3/23/16, 4/25/16, 6/1/16, 6/24/16, 7/22/16, 8/24/16, and 9/13/We have received no further payments on this account.On February 10, the patient contacted us and spoke with Kim W [redacted] our Business Office DirectorThe patient told MsW [redacted] he was filling his tax return and we would contact us after he received his refundMsW [redacted] told the patient if he paid the account in full thereafter we would honor out previous agreement to discount the collection fees by 50%The patient did not contact us again.The patient originally owed us $the collection fees were added to the principal balance bringing his balance up to $1,He has paid balance in full; the remaining balance of $represents the collection feesWe are still willing to discount this by 50% if he will pay us within the next month/two.I have been assured by our Business Office Director that this situation has not affected the patient’s credit rating yetI have also been informed that the collection agency has been attempting to contact the patient and has not been successful in getting him to call them.We are very good about working with patients who contact us and make arrangements to pay and then keep up with the paymentsAs noted above, this patient stopped making regular payments back in September and has not been in touch with us sinceI am hopeful that you will agree that our handling of this situation has been very appropriate to date.I hope this provides you with sufficient information to close this caseIf you do have additional questions/concerns please do not hesitate to contact me

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The dr's office is a jokeThey failed to update my address & didn't call meSince I never received a bill or statement I didn't realize I owed money since I got a huge bill from the hospitalFinally the first call came days before it was sent to collectionsI asked for a bill or statement & they refusedThe collection agency is a joke tooI have not called the law office yet. I'm not paying any collection fees since I'm paid in full. Thanks! Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Dear [redacted]: Thank you for the opportunity to respond to the above-referenced complaint.  This patient was mailed statements on
07/10/15, 09/04/15, 10/02/15, and 10/30/15. On 11/3/15 one of the employees in
our Business Office documented she spoke to the patient. The stated he had...

not
received any of the statements. Our clerk documented they were not returned to
us. We did update the patient’s address at that time. Subsequently he made
payments on 12/1/15, 2/24/16, 3/23/16, 4/25/16, 6/1/16, 6/24/16, 7/22/16,
8/24/16, and 9/13/16. We have received no further payments on this account.On February 10, 2016 the patient contacted us and spoke with
Kim W[redacted] our Business Office Director. The patient told Ms. W[redacted] he was filling
his tax return and we would contact us after he received his refund. Ms. W[redacted]
told the patient if he paid the account in full thereafter we would honor out
previous agreement to discount the collection fees by 50%. The patient did not
contact us again.The patient originally owed us $874.55 the collection fees
were added to the principal balance bringing his balance up to $1,165.93. He
has paid balance in full; the remaining balance of $291.38 represents the
collection fees. We are still willing to discount this by 50% if he will pay us
within the next month/two.I have been assured by our Business Office Director that
this situation has not affected the patient’s credit rating yet. I have also
been informed that the collection agency has been attempting to contact the
patient and has not been successful in getting him to call them.We are very good about working with patients who contact us
and make arrangements to pay and then keep up with the payments. As noted
above, this patient stopped making regular payments back in September and has
not been in touch with us since. I am hopeful that you will agree that our
handling of this situation has been very appropriate to date.I hope this provides you with sufficient information to
close this case. If you do have additional questions/concerns please do not
hesitate to contact me.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The dr's office is a joke. They failed to update my address & didn't call me. Since I never received a bill or statement I didn't realize I owed money since I got a huge bill from the hospital. Finally the first call came 2 days before it was sent to collections. I asked for a bill or statement & they refused. The collection agency is a joke too. I have not called the law office yet. 
I'm not paying any collection fees since I'm paid in full. 
Thanks!  
Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Review: My husband had surgery with [redacted] on 9/12/2013. He had two check-ups after the surgery. Each time we came in and left the office we were told that no copay was due since this was a follow-up to his surgery. Now we got a bill where we have to pay for the co-pays. The total for the co-pays is $103.00. We were provided wrong information by the check-out lady each time and it's not fair that we have to be stuck with the $103.00 now. We offered to pay at the time, however, the staff advised that we did not have to. Plus, I called today to make payment arrangments for the past due balance on the account and spoke to [redacted]-Ibelieve that was her name. She is one nasty, selfish lady. No empathy and could care less about the payment arrangmenet. She advised that I need to make a 20% payment first before a payment arrangement can be setup or the acount we be sent to a collections agency. I advised that I am not able to make that 20% today and if the account can be held until mid January so that it isn't sent to a collections agency. She said that they have been waiting, so they need to wait more??? RUDE, and UNETHICAL!!! If this isn't resolved, I will file a complaint with the [redacted] and there are plenty of other agencies/regulators that I can reach out to.Desired Settlement: I want this co-pay charge corrected. Plus, for the rudeness and missinformation provided to me and my husband, I want a credit on the account and payment arrangments setup.

Business

Response:

Dear [redacted],

Thank you for your letter of January 2,2014, relating to the above reference case. I apologize for the delay response. The response was written on January 8th but it failed to get sent.

Virginia Ear, Nose & Throat Associates seeks to meet the needs and expectations of all our patients. Thus I am happy to have the opportunity to repsond to the concerns expressed in this case.

As is noted, the concerned patient did undergo sinus surgery on September 12, 2013. The patients insurance company has paid and there is an outstanding balance of $414.51 which is the patients responsibility. To date, nothing has been paid toward this amount.

In relation to surgery there is a Global Period. The Global Period is a period of time immediately prior to or after a surgical procedure in which all routine follow up care is included in the original charge amount. Global periods vary depending on the procedure. There is no Global Period (i.e. a post op period during which patient care is included in the charges for the surgery) for sinus surgery.

The concerned patient was seen in the office September 24, 2013 and again on October 4, 2013. On both visits post-operative debridement was performed. This is typical following sinus surgery. The patients insurer has paid their portion for both visits. The patient has a balance of $60.00 for the September visit and a balance of $43.00 for the October visit. Again, no payment has been made on either of these. Thus the patient actually owes us $517.51 for the surgery and the two post operative visits.

In regard to the patients wifes assertion that our check out receptionist told her and the patient that no co pay was due, unfortunately too much time has passed for our employees to have an independent recollection of this particular person. I can report that our policy is that our front desk employees do not tell post op patients whether they are or are not responsible for a co pay or some other patient pay amount (e.g., deductible). Even if there is an applicable Global Period, if the physician has to do any type of procedure (such as the debridemen mentioned above) or the patient brings up an unrelated medical issue which the doctor addresses, the physician may bill for these. Additionally, I would have to say that it is the subscriber's responsibility to know what his/her insurance companys policies are. Had the patient investigated with [redacted] he would have known that there was no Global Period for this type of surgery and he would be responsible for all post operative charges.

In regard to the patients wife's comments about our Business Office clerk I would have to say that I am sorry that the person perceived our employee as being rude. The employees in our Business Office have worked with us for quite some time and this is the first complaint we have ever had about any of them. It is probably common that patients have someone of a negative reaction to someone asking them to pay money that they have owed for approximately 3 months (i.e., the time between the September surgery and December 30,2013 which appears to be the date of the conversation with our Business Office).

Based on the above I see no reason for us to make any adjustment to this patients account. It has been almost 4 months since the date of this patients surgery and he has not made any payment yet on the outstanding patient pay balances. We are willing to work with all patients on payment arrangements. I should note that we do not have policy that a 20% payment must be made before payment arrangements can be made. Obviously there must have been a miscommunication on that.

Thank you again for investigating this and affording me the opportunity to respond to the expressed concerns. After revieing my input if you have any further questions or concerns please do not hesitate to contact me.

Sincerely,

Chief Executive Officer

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Description: Physicians - Specialists

Address: N Chesterfld, Virginia, United States, 23236-4500

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