Volvo Trucks North America

I am writing in response to the patient’s complaint, Revdex.com ID [redacted] , regarding outstanding balances owed for physical therapy services rendered A thorough review of the patient’s hospital accounts was performedIn verifying her benefits prior to service, we were advised by her insurance carrier, BlueCross BlueShield, that these services would be covered based on medical necessity with an expected out-of-pocket payment responsibility of $for each visitWe subsequently submitted claims to her insurance carrierThese claims were denied for medical necessityBlueCross BlueShield clarified the denial and notified us that she was not covered for physical therapy services unless occurring within six months of an emergency room visit, ambulatory surgery, or inpatient admissionWe were notified she had not met this criteriaWhen we verified the patient’s benefits on 3/*/14, we spoke with a representative at BlueCross BlueShield ( [redacted] *, call reference # [redacted] ) that did not advise us she did not meet this criteriaThe patient is encouraged to contact her insurance carrier for further clarification on her coverage and benefits Because the patient’s insurance carrier deemed these services non-covered, we applied a 75% self-pay discount to the balances owedThe amount reflected in the patient’s billing statements is the discounted amountWe also encouraged her to apply for financial assistance if she had difficulty with these balances and provided her information about our Financial Assistance programThe patient declined Thank you again for allowing us the opportunity to respondNYU Langone Medical Center is dedicated to providing world class care to all of our patients and their families

[redacted] ? ? ? ? ? [redacted] ? ? ? ? ? ? ? ? ? ? ? [redacted] ? ? [redacted] ? ? ? ? ? ? ? ? ? ? ? [redacted] ? Dispute Resolution Services, ? We are in receipt of your correspondence dated January *, regarding a complaint you received from patient [redacted] concerning a prescription refill request.? It is our understanding that [redacted] submitted a complaint to the Revdex.com because she had trouble refilling a prescription after her physician retired.? When the patient got in touch with the practice, she was informed that the provider retired and she would need to make an appointment to renew her prescription.? ? Upon receipt of this complaint, the patient spoke with Alex C***, Department Administrator, who apologized for the patient’s inconvenience and resolved this matter.?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID#? [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] As Blue Cross Blue Shield (BCBS) told me before, they have no record of the reference number NYU mentionedThey were unable to? locate? [redacted] *as wellI called BCBS again this? morning (102015) to make sure, I got the same answer (Call reference # [redacted] ,? Representative Danielle C.)BCBS also stated that for verifications, they always give the complete coverage informationAfter all, this is what verifications are forIf NYU indeed believes that BCBS gave them the incomplete coverage information (on NYU's 3letter to me, NYU called it "miscommunication"), then NYU should work this out with BCBSI should not be punished for someone else's mistakeNYU and BCBS has contract tooLast but not least, on my case, NYU had never offered any help on their own to solve this problemBCBS and I? were? the ones who pushed NYU to go over the billing, resubmit the? claims or work with United Healthcare to see if I could be coveredNYU had never offered me any financial? assistance neitherI was referred to someone in Patient Relations but that person actually works in Financial? Assistance OfficeHe "mentioned" to me that their office can help if my case was not solved.? ]? ? ? ? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ?

Hello, I have received a response from our District Service Manager. I have contacted the customer and spoken with him regarding his complaint. Summary from the dealership: Truck was towed into the shop on 11-27-17, we were able to get it into the shop on the same day, told the owner what we found on our initial triage inspection and received authorization to disassemble further for inspection. Unit was completely tore down far enough to provide an accurate inspection and estimate on the 30th when we sent him two estimates, one for a “patch job” and one for an “in-frame”. At that time we had 23 hours on the maneuvering a disabled truck into the shop, diagnostics, inspection and assembling a quote, we included that time on both of the estimates that were sent to him on the 30th (23 hours times $136 is $3,128.00). Customer did not respond back until Dec 6th when he informed us that he did not have the funds for the repairs and to put the truck back together and push it outside to be towed away (which we did that evening). Customer was advised at that time he would be charged to reassemble the engine to seal it up and towed safely, box up spare parts and maneuver the unit back outside, all the time over the 23 hours were to perform the previous repairs mentioned. I have advised the customer that any further disputes will need to be handled directly with the dealership. Please close this complaint as no further action will be taken please. Best regards, Consuelo M***

I am writing in response to the patient’s complaint, Revdex.com ID ***, regarding outstanding balances owed for physical therapy services renderedA thorough review of the patient’s hospital accounts was performedIn verifying her benefits prior to service, we were advised by her insurance carrier,
BlueCross BlueShield, that these services would be covered based on medical necessity with an expected out-of-pocket payment responsibility of $for each visitWe subsequently submitted claims to her insurance carrierThese claims were denied for medical necessityBlueCross BlueShield clarified the denial and notified us that she was not covered for physical therapy services unless occurring within six months of an emergency room visit, ambulatory surgery, or inpatient admissionWe were notified she had not met this criteriaWhen we verified the patient’s benefits on 3/*/14, we spoke with a representative at BlueCross BlueShield (*** *, call reference #***) that did not advise us she did not meet this criteriaThe patient is encouraged to contact her insurance carrier for further clarification on her coverage and benefitsBecause the patient’s insurance carrier deemed these services non-covered, we applied a 75% self-pay discount to the balances owedThe amount reflected in the patient’s billing statements is the discounted amountWe also encouraged her to apply for financial assistance if she had difficulty with these balances and provided her information about our Financial Assistance programThe patient declinedThank you again for allowing us the opportunity to respondNYU Langone Medical Center is dedicated to providing world class care to all of our patients and their families

Revdex.com:At this time, my complaint, ID *** regarding NYU Langone Medical Center has been resolvedI was able to contact and explain the issue to a representative of the old billing systemShe was able to remove the bill from my accountI did NOT resolve this through NYU
Langone, so let the record show thatThis was resolved through Huntington Medical Group, directly
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

Hello, I apologize for my delayed responseI have reviewed the email and I was not aware of a complaintWe have received a letter from the customer that was mailed out on December 2017. The letter was address to another person here at Volvo Corporate and I just received it
today. Please allow time for review Best regards, Consuelo M***

Revdex.com:At this time, I have not been contacted by NYU Langone Medical Center regarding complaint ID ***.Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by NYU Langone Medical Center regarding complaint ID ***.Sincerely,
*** ***

Revdex.com:At this time, my complaint, ID *** regarding NYU Langone Medical Center has been resolvedI was able to contact and explain the issue to a representative of the old billing systemShe was able to remove the bill from my accountI did NOT resolve this through NYU
Langone, so let the record show thatThis was resolved through Huntington Medical Group, directly
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

I am writing in response to the patient’s complaint, Revdex.com ID ***, regarding outstanding balances owed for physical therapy services rendered A thorough review of the patient’s hospital accounts was performedIn verifying her benefits prior to service, we were advised by her insurance carrier,
BlueCross BlueShield, that these services would be covered based on medical necessity with an expected out-of-pocket payment responsibility of $for each visitWe subsequently submitted claims to her insurance carrierThese claims were denied for medical necessityBlueCross BlueShield clarified the denial and notified us that she was not covered for physical therapy services unless occurring within six months of an emergency room visit, ambulatory surgery, or inpatient admissionWe were notified she had not met this criteriaWhen we verified the patient’s benefits on 3/*/14, we spoke with a representative at BlueCross BlueShield (*** *, call reference #***) that did not advise us she did not meet this criteriaThe patient is encouraged to contact her insurance carrier for further clarification on her coverage and benefits Because the patient’s insurance carrier deemed these services non-covered, we applied a 75% self-pay discount to the balances owedThe amount reflected in the patient’s billing statements is the discounted amountWe also encouraged her to apply for financial assistance if she had difficulty with these balances and provided her information about our Financial Assistance programThe patient declined Thank you again for allowing us the opportunity to respondNYU Langone Medical Center is dedicated to providing world class care to all of our patients and their families

*** ? ? ? ? ? *** *** *** *** ** ***
? ? ? ? ? ? ? ? ? ? ? ***? ? *** ***
? ? ? ? ? ? ? ? ? ? ? *** *** *** ***
* ?
Dispute Resolution Services, ? We are in receipt of your correspondence dated January *, regarding a complaint you received from patient *** *** concerning a prescription refill request.? It is our understanding that *** *** submitted a complaint to the Revdex.com because she had trouble refilling a prescription after her physician retired.? When the patient got in touch with the practice, she was informed that the provider retired and she would need to make an appointment to renew her prescription.? ? Upon receipt of this complaint, the patient spoke with Alex C***, Department Administrator, who apologized for the patient’s inconvenience and resolved this matter.?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#? ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
As Blue Cross Blue Shield (BCBS) told me before, they have no record of the reference number NYU mentionedThey were unable to? locate? *** *as wellI called BCBS again this? morning (10/**/2015) to make sure, I got the same answer (Call reference #***,? Representative Danielle C.)BCBS also stated that for verifications, they always give the complete coverage informationAfter all, this is what verifications are forIf NYU indeed believes that BCBS gave them the incomplete coverage information (on NYU's 3/**/letter to me, NYU called it "miscommunication"), then NYU should work this out with BCBSI should not be punished for someone else's mistakeNYU and BCBS has contract tooLast but not least, on my case, NYU had never offered any help on their own to solve this problemBCBS and I? were? the ones who pushed NYU to go over the billing, resubmit the? claims or work with United Healthcare to see if I could be coveredNYU had never offered me any financial? assistance neitherI was referred to someone in Patient Relations but that person actually works in Financial? Assistance OfficeHe "mentioned" to me that their office can help if my case was not solved.? ]?
?
?
?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** **
?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
As Blue Cross Blue Shield (BCBS) told me before, they have no record of the reference number NYU mentioned. They were unable to locate [redacted]. as well. I called BCBS again this morning (10/**/2015) to make sure, I got the same answer (Call reference #[redacted], Representative Danielle C.). BCBS also stated that for verifications, they always give the complete coverage information. After all, this is what verifications are for. If NYU indeed believes that BCBS gave them the incomplete coverage information (on NYU's 3/**/2015 letter to me, NYU called it "miscommunication"), then NYU should work this out with BCBS. I should not be punished for someone else's mistake. NYU and BCBS has contract too. Last but not least, on my case, NYU had never offered any help on their own to solve this problem. BCBS and I were the ones who pushed NYU to go over the billing, resubmit the claims or work with United Healthcare to see if I could be covered. NYU had never offered me any financial assistance neither. I was referred to someone in Patient Relations but that person actually works in Financial Assistance Office. He "mentioned" to me that their office can help if my case was not solved. ] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello, I have spoken with our customer regarding this complaint and we have received a copy of invoice and its under review. Financial/monetary disputes are normally handled between the customer and the dealership.  However we are reviewing this for customer satisfaction. The case is still under pending review.  I have reached out to our District Service Manager for their involvement. Best regards,Consuelo M[redacted]Sr. Customer Service Advocate

Hello, I have received a response from our District Service Manager. I have contacted the customer and spoken with him regarding his complaint.  Summary from the dealership: Truck was towed into the shop on 11-27-17, we were able to get it into the shop on the same day, told the owner what we found on our initial triage inspection and received authorization to disassemble further for inspection. Unit was completely tore down far enough to provide an accurate inspection and estimate on the 30th when we sent him two estimates, one for a “patch job” and one for an “in-frame”. At that time we had 23 hours on the maneuvering a disabled truck into the shop, diagnostics, inspection and assembling a quote, we included that time on both of the estimates that were sent to him on the 30th (23 hours times $136 is $3,128.00). Customer did not respond back until Dec 6th when he informed us that he did not have the funds for the repairs and to put the truck back together and push it outside to be towed away (which we did that evening). Customer was advised at that time he would be charged to reassemble the engine to seal it up and towed safely, box up spare parts and maneuver the unit back outside, all the time over the 23 hours were to perform the previous repairs mentioned.  I have advised the customer that any further disputes will need to be handled directly with the dealership. Please close this complaint as no further action will be taken please. Best regards,  Consuelo M[redacted]