Williamson County Chiropractic

Dr [redacted] *** 1/5/Williamson County Chiropractic Gattis School Road Suite Round Rock, TXTo Whom it May Concern: I am writing this in response to a claim made by [redacted] to the Revdex.comWhile there are many problems with Mr [redacted] 's explanation of events, I want to start by informing you that upon receipt of this complaint, our office (against our office policy) immediately refunded the full amount in question $to his credit card on filepersonally left Mr [redacted] another voicemail informing him the amount would be reflected for him within 2-business daysWe take these problems and complaints seriously and appreciate the chance to explain, again, to Mr [redacted] why this took the time it didFirst, Mr [redacted] did NOT in fact contact our office about his desire to cancel his future appointments until after his second week of scheduled care had passedOur front desk CA made multiple attempts to reach him by phone that week as he had scheduled visits that he did not show up for, nor made any attempt to inform our office whyDuring his second visit with us, he chose and signed authorization for our office to automatically debit his credit card on Fridays for the balance of the care plan he agreed toWhen he simply no-showed the visits without informing us of his desire to stop his care plan, our system ran his first payment on that FridayIt was not until the following week he actually informed us of his desire to stop careThis issue would not have taken place if he would have returned our calls and simply let us knowSecond, Mr [redacted] states that our office has not had any contact with him about explaining this matterUnfortunately, after speaking with Dawn (our billing specialist) and our front desk CA, this is not trueBoth of our team members spoke with him BOTH times he called our office and explained to him our office policy on refunds AFTER services have been renderedWe understand how confusing insurance billing and collections can be so we do our best to explain these things as best we can to our patients, and in this case to Mr [redacted] Mr [redacted] had seen us for visits in which services were renderedThose services were submitted to his insurance company and we had to wait until we received an explanation of benefits and/or payment for those services from his insurance company BEFORE we were able to refund his payment to insure his ledger was correct for the difference between what he owed for his visit and what was collectedOur billing specialist explained this in detail to Mr [redacted] that this could take 30-days for this process to be completed and would absolutely be refunded the difference at that timeUnfortunately, Mr [redacted] filed this complaint weeks after this conversation with our officeAgain, we tried our best to explain that this could take 30-days due to waiting for response from his carrier.It is our most sincere hope that this explains to Mr [redacted] exactly what took place and our unwavering attempt to explain and rectify this situationShould there be any questions about this please do not hesitate to contact me at our office number [redacted] .Sincerely, Owner/Chiropractor

Dr. [redacted]...

[redacted]                                   ...⇄ 1/5/2017 Williamson County Chiropractic 2051 Gattis School Road Suite 200 Round Rock, TX. 78664 To Whom it May Concern: I am writing this in response to a claim made by [redacted] to the Revdex.com. While there are many problems with Mr. [redacted]'s explanation of events, I want to start by informing you that upon receipt of this complaint, our office (against our office policy) immediately refunded the full amount in question $119.00 to his credit card on file. 1 personally left Mr. [redacted] another voicemail informing him the amount would be reflected for him within 2-5 business days. We take these problems and complaints seriously and appreciate the chance to explain, again, to Mr. [redacted] why this took the time it did. First, Mr. [redacted] did NOT in fact contact our office about his desire to cancel his future appointments until after his second week of scheduled care had passed. Our front desk CA made multiple attempts to reach him by phone that week as he had 3 scheduled visits that he did not show up for, nor made any attempt to inform our office why. During his second visit with us, he chose and signed authorization for our office to automatically debit his credit card on Fridays for the balance of the care plan he agreed to. When he simply no-showed the 3 visits without informing us of his desire to stop his care plan, our system ran his first payment on that Friday. It was not until the following week he actually informed us of his desire to stop care. This issue would not have taken place if he would have returned our calls and simply let us know. Second, Mr. [redacted] states that our office has not had any contact with him about explaining this matter. Unfortunately, after speaking with Dawn (our billing specialist) and our front desk CA, this is not true. Both of our team members spoke with him BOTH times he called our office and explained to him our office policy on refunds AFTER services have been rendered. We understand how confusing insurance billing and collections can be so we do our best to explain these things as best we can to our patients, and in this case to Mr. [redacted]. Mr. [redacted] had seen us for 2 visits in which services were rendered. Those services were submitted to his insurance company and we had to wait until we received an explanation of benefits and/or payment for those services from his insurance company BEFORE we were able to refund his payment to insure his ledger was correct for the difference between what he owed for his visit and what was collected. Our billing specialist explained this in detail to Mr. [redacted] that this could take 30-60 days for this process to be completed and would absolutely be refunded the difference at that time. Unfortunately, Mr. [redacted] filed this complaint 2 weeks after this conversation with our office. Again, we tried our best to explain that this could take 30-60 days due to waiting for response from his carrier.It is our most sincere hope that this explains to Mr. [redacted] exactly what took place and our unwavering attempt to explain and rectify this situation. Should there be any questions about this please do not hesitate to contact me at our office number [redacted].Sincerely, Owner/Chiropractor