Warren Chiropractic Ctr

Initial Business Response /* (1000, 5, 2016/11/22) */
November 22,
RE: Case # *** *** ***
Explanation of events from Warren Chiropractic's perspective,
*** came into our office on 8/25/When a new patient comes into the office for their first visit, we have them fill out
their new patient paperwork, we obtain a copy of an ID and any insurance informationIn regards to ***'s insurance, we knew right away when she presented her insurance card that her plan would only cover up to *** per visit and that everything over that *** she would be
responsible forSo my staff member explained this to *** and had her read and sign two forms —the initial insurance/billing authorization and the United Health Care Achknowledgement FormsWe see
many patients with this insurance company and we make sure to always inform them upfront regarding the fees and what is coveredWe have had patients decline to keep their appointment because of the feesThat is why it is always explained to the patients prior to then receiving any service
Once *** completed her paperwork, she was taken back to the exam room where staff reviewed her medical history and discussed why she was in the officeAfter that portion of her visit was complete, the Dr came in and performed her exam, discussed what brought *** in and answered any questions that *** may have hadThen *** was taken back to have her xrays taken
What happens next is that we will schedule the next appointment for the patient to come in and review their xrays with the Dr and to discuss the best treatment optionsWe usually can set this appointment
up in to hour depending on the patients availabilityBut this also allows the Dr time to review the exam notes and xrays to find out what is going on and to properly diagnos the patientWe offer not only ehriopractic care but physical therapy as well, so we need to know what is going on inside the patient first
*** came up to the desk to check outi gave her the total of her charges for that day*** became
very upset right away and refused to payShe asked what the charges were and I explained each service and the fees for each I also refered back to the paperwork and conversation that she had with my staff when she came in regarding her insuranceShe continued to yell at me and demanded that the xrays be free, she also stated that she would not even pay for her examShe contined to yell and become louder and told me that she would never pay for her servicesAt that point, I could see that she was not going to be able to have a calm conversation with me and she was disrupting the other patients in the officeinformed her taht we would be sending her a statement with her services and the feesAt that point she left the buildingThe Dr came up to me and informed me that the patient was difficult durning the exam as well, however the patient did not decline xrays when the Dr sent her back to have them done
I am the office manager and I happened to be helping at the front desk at the time the patient checked inI was right next to my staff while they worked with ***, and everything was explained to the patientShe did not state that she had any further questions When *** checked out with me, she
did not know that I was the office manager, nor did she ask to speak to a managerPer ***'s email
she assumed that I was just an office receptionistr never want to have a patient leave feeling upset or that they do not understand somethingHowever, with ***, she blew up and began yelling at me
right awayNo matter what I said she was not going to calm down so that we could discuss her concerns and the situation,
On 10-we received an email from *** that she received our bill and that she wanted to discuss the situation She again stated that she wanted us to remove the fee for the xraysI sent an email hack
letting her know that I was sorry and I restated the office policy and her insuranceI offered to have her come back in to review her xrays with the Dr— which Is free of charge - and she can find out what is causing her painI also offered to give her monthly payments, figuring this would allow her more
time to pay instead of it being due in full*** declinedShe also sent another email asking to work with a managerI let her know that was meThe last email we then received from *** was on 10-She stated that she would be reporting us to the Revdex.com—you —and obtaining an attorney for
mistreatmentI can assure you that *** was not once ever mistreated nor was I ever rude to her, as many staff and patients can tell you, as they saw and heard everything that was going in — our office is completely open except for the exam room and a massage therapy roomHer last statement in that
email was that she was not going to pay for a service that she finds of no use to herIt was at that point my billing department manager and deceided that we would send the monthly statements offered to give her a monthly payment and if they are not paid then we would follow policy and procedure and ***'s account would be sent to our collections agency
I would still be happy to have *** come into the office to discuss her xrays with the doctor and accept monthly payments
I faxed over copies of *** paperwork that she signed along with our in office documentation from her first visit and emails— this was faxed yesterday —11-21-
Please feel free to contact me or any other office staff if you have any questions— XXX-XXX-XXXX
Thank you,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again I work in customer service, I know this is not how a customer should be treatedAlso all patient/doctor confidentiality was completely voided with having to be exposed to the "open" roomAt some point you will have very upset customers, I myself have dealt with manyThe bottom line is you have to do every last thing you can possibly do to make the customer happyI was offered no other option other than paying the bill in full or in the month payment option
I need to make it utterly clear that I was never told when I initially made the appointment, over the phone, that I would be responsible for x-raysI asked clear and specific questions in regards to what I would be responsible for paying, as I am in a very tough personal situation and could not afford anything but a co-pay
I understand there are two sides to a story, and I am being outnumberedBut, how the company is saying the situation happened, in my opinion, is the "office manager" trying to protect herselfIt is also not at all how it happened to meI am not asking for her to lose her job, I am simply asking for justice so I do not have to return to this officeWe do not see eye to eye, and I would rather live with the pain, than be so uncomfortable returning to an office as such
Sometimes you have to just admit faultI do refuse to come back to this officeI do feel like I was poorly treatedI also believe how the "office manager" handled my complaint was extremely unprofessionalI am too embarrassed and too uncomfortable to return to an office as such
As this is the only option they have provided, I decline their counter-offer of returning to the officeI simply am too uncomfortable to return
I also have to make it very clear that there was no conversation that I would be responsible for x-rays before having to take me back to a exam roomThe only time I was told I was responsible for x-rays was after, my encounter with the "office manager"If I knew, if I truly did know I would have to pay for x-rays, I honestly would have declined up front, then and thereBut that is why I have inevitably decided to write a complaintBecause I truly did not know I was responsible
After the initial phone call to set up the appointment, and even after the paperwork I had to fill out, I truly and honestly went into the exam room thinking I was responsible for *** That's how I took it
I would be willing to pay the $I felt I was obligated to payBut because I simply do not have the money to give to a company in which I simply can not bare to return to, I simply ask they waive to cost of x-rays and be done with itThere are no words, no apologizes, that would make me feel comfortable in returning to this officeAnd from a injured patients perspective, I will be taking my business elsewhere, paying a bill to Warren Chiropractic would be a waste of x amount of dollarsBecause I can not bare to return to the office

Initial Business Response /* (1000, 5, 2016/11/22) */
November 22,
RE: Case # *** *** ***
Explanation of events from Warren Chiropractic's perspective,
*** came into our office on 8/25/When a new patient comes into the office for their first visit, we have them fill out
their new patient paperwork, we obtain a copy of an ID and any insurance informationIn regards to ***'s insurance, we knew right away when she presented her insurance card that her plan would only cover up to *** per visit and that everything over that *** she would be
responsible forSo my staff member explained this to *** and had her read and sign two forms —the initial insurance/billing authorization and the United Health Care Achknowledgement FormsWe see
many patients with this insurance company and we make sure to always inform them upfront regarding the fees and what is coveredWe have had patients decline to keep their appointment because of the feesThat is why it is always explained to the patients prior to then receiving any service
Once *** completed her paperwork, she was taken back to the exam room where staff reviewed her medical history and discussed why she was in the officeAfter that portion of her visit was complete, the Dr came in and performed her exam, discussed what brought *** in and answered any questions that *** may have hadThen *** was taken back to have her xrays taken
What happens next is that we will schedule the next appointment for the patient to come in and review their xrays with the Dr and to discuss the best treatment optionsWe usually can set this appointment
up in to hour depending on the patients availabilityBut this also allows the Dr time to review the exam notes and xrays to find out what is going on and to properly diagnos the patientWe offer not only ehriopractic care but physical therapy as well, so we need to know what is going on inside the patient first
*** came up to the desk to check outi gave her the total of her charges for that day*** became
very upset right away and refused to payShe asked what the charges were and I explained each service and the fees for each I also refered back to the paperwork and conversation that she had with my staff when she came in regarding her insuranceShe continued to yell at me and demanded that the xrays be free, she also stated that she would not even pay for her examShe contined to yell and become louder and told me that she would never pay for her servicesAt that point, I could see that she was not going to be able to have a calm conversation with me and she was disrupting the other patients in the officeinformed her taht we would be sending her a statement with her services and the feesAt that point she left the buildingThe Dr came up to me and informed me that the patient was difficult durning the exam as well, however the patient did not decline xrays when the Dr sent her back to have them done
I am the office manager and I happened to be helping at the front desk at the time the patient checked inI was right next to my staff while they worked with ***, and everything was explained to the patientShe did not state that she had any further questions When *** checked out with me, she
did not know that I was the office manager, nor did she ask to speak to a managerPer ***'s email
she assumed that I was just an office receptionistr never want to have a patient leave feeling upset or that they do not understand somethingHowever, with ***, she blew up and began yelling at me
right awayNo matter what I said she was not going to calm down so that we could discuss her concerns and the situation,
On 10-we received an email from *** that she received our bill and that she wanted to discuss the situation She again stated that she wanted us to remove the fee for the xraysI sent an email hack
letting her know that I was sorry and I restated the office policy and her insuranceI offered to have her come back in to review her xrays with the Dr— which Is free of charge - and she can find out what is causing her painI also offered to give her monthly payments, figuring this would allow her more
time to pay instead of it being due in full*** declinedShe also sent another email asking to work with a managerI let her know that was meThe last email we then received from *** was on 10-She stated that she would be reporting us to the Revdex.com—you —and obtaining an attorney for
mistreatmentI can assure you that *** was not once ever mistreated nor was I ever rude to her, as many staff and patients can tell you, as they saw and heard everything that was going in — our office is completely open except for the exam room and a massage therapy roomHer last statement in that
email was that she was not going to pay for a service that she finds of no use to herIt was at that point my billing department manager and deceided that we would send the monthly statements offered to give her a monthly payment and if they are not paid then we would follow policy and procedure and ***'s account would be sent to our collections agency
I would still be happy to have *** come into the office to discuss her xrays with the doctor and accept monthly payments
I faxed over copies of *** paperwork that she signed along with our in office documentation from her first visit and emails— this was faxed yesterday —11-21-
Please feel free to contact me or any other office staff if you have any questions— XXX-XXX-XXXX
Thank you,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again I work in customer service, I know this is not how a customer should be treatedAlso all patient/doctor confidentiality was completely voided with having to be exposed to the "open" roomAt some point you will have very upset customers, I myself have dealt with manyThe bottom line is you have to do every last thing you can possibly do to make the customer happyI was offered no other option other than paying the bill in full or in the month payment option
I need to make it utterly clear that I was never told when I initially made the appointment, over the phone, that I would be responsible for x-raysI asked clear and specific questions in regards to what I would be responsible for paying, as I am in a very tough personal situation and could not afford anything but a co-pay
I understand there are two sides to a story, and I am being outnumberedBut, how the company is saying the situation happened, in my opinion, is the "office manager" trying to protect herselfIt is also not at all how it happened to meI am not asking for her to lose her job, I am simply asking for justice so I do not have to return to this officeWe do not see eye to eye, and I would rather live with the pain, than be so uncomfortable returning to an office as such
Sometimes you have to just admit faultI do refuse to come back to this officeI do feel like I was poorly treatedI also believe how the "office manager" handled my complaint was extremely unprofessionalI am too embarrassed and too uncomfortable to return to an office as such
As this is the only option they have provided, I decline their counter-offer of returning to the officeI simply am too uncomfortable to return
I also have to make it very clear that there was no conversation that I would be responsible for x-rays before having to take me back to a exam roomThe only time I was told I was responsible for x-rays was after, my encounter with the "office manager"If I knew, if I truly did know I would have to pay for x-rays, I honestly would have declined up front, then and thereBut that is why I have inevitably decided to write a complaintBecause I truly did not know I was responsible
After the initial phone call to set up the appointment, and even after the paperwork I had to fill out, I truly and honestly went into the exam room thinking I was responsible for *** That's how I took it
I would be willing to pay the $I felt I was obligated to payBut because I simply do not have the money to give to a company in which I simply can not bare to return to, I simply ask they waive to cost of x-rays and be done with itThere are no words, no apologizes, that would make me feel comfortable in returning to this officeAnd from a injured patients perspective, I will be taking my business elsewhere, paying a bill to Warren Chiropractic would be a waste of x amount of dollarsBecause I can not bare to return to the office