Visiting Angels of Southern Maryland

Dear *** ***,
Thank you for sharing this additional information with usAll feedback is important to us to make sure we are doing the best we can to help clients understand our offerings during a time of stress for themHere are our comments regarding the second letter sent by our clientAll office staff are now required to participate in an orientation regarding intakes and how each client is to be handledWe also, have instituted a policy of sending the Service Agreement to the responsible party for review prior to signingWe are having the Service Agreement reviewed by counsel for revisions concerning third party paymentsI thank you again for the feedbackSincerely,
Ed C
Director

Dear *** ***,
Thank you for sharing this information with usAll feedback is important to us to make sure we are doing the best we can to help clients understand our offerings during a time of stress for themHere are our comments regarding the letter sent by our client, ***
***The Visiting Angels franchise, as a whole, does not accept third party payments and is not affiliated with any insurance provider directlyWe do offer and provide copies of our documents should a client wish to submit a claim to their insurance companyWe will also provide billing information on behalf of the client, to the insurance company if they callThe call we received from *** was for a provider numberSince we are a non-medical agency we cannot be legally furnished with a provider number and thus were unable to comply with this request by ***The client acknowledges in the complaint that Visiting Angels of Southern Maryland informed them that "...you will need to send the bills to them [***] for reimbursement" before proceeding to complain that we did not submit the bills directly to *** on their behalfTo the best of our knowledge, no bills were requested by *** (see #above)However, we would be happy to provide them to both *** and our client in an effort to move towards a satisfactory solution for all partiesWe have enclosed a copy of our standard Service Agreement where on page paragraph it states (in bold) that "client must submit for 3rd party payment," and we have this client's signature on file signifying that they read and understood this Service AgreementWe regret any confusion that may have arisen during any conversations the client had with Ed C*** or our staffStandard operating procedures for all Visiting Angels franchises is to follow up with a statement with a two (2) day notice to pay for all accounts that are days past dueThis is not an unusual practice for businesses collecting accounts payablesHowever, since we value our clients and seek to support them as much as is reasonably possible during trying time we eschew best business practices by not assessing any late fees or interest on balances dueWe regret that a client of ours is having a less than satisfactory experienceWhile we make every attempt to communicate the logistics of payment we do operate in an area that can be complicated and are always willing to answer questions to clear up any confusionSincerely,
Ed C
Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: They do not acknowledge nor address that they misrepresented themselves during the intake and they state that is possible for the patient to submit the bills for reimbursement. They need to 1) not give or take an intake to someone who is post-surgical and on pain medications; and 2) State clearly and have in their contract that they are not associated with any insurance provider and reimbursement is not possible for their services to be reimbursed by any insurance provider as they are non-medical.
Regards,
[redacted]