Hi, Sorry, for the delayed responseI have personally investigated this issue and updated the [redacted] accountHis account has been paid in full and his balance is $His second payment of $was not posted appropriately because his online payment did not identify him correctly likely because of lack of identity parameters and was posted to a different account with similar nameAnyway, involved employee was issued a warning for not posting his payment and making a wrong call [redacted] should rest assure that his case was never reported to any collection agencyWe will be happy to serve his medical needs in the future at the time of need [redacted] *** Billing Manager Xpress care, [redacted] , VA
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
It has been three months since I visited Xpress Care in Pentagon CityFrom the get go every thing has been less than positiveI was babysitting my great nephews, having traveled from Michigan to do my "Camp Aunt Betty Goes to DC" with the boys ages 7& While walking our bikes through a busy area towards the Potomac River park, I sprained my ankle on a transition between the sidewalk and an underground entrance to a hotel parking lotI fell at a [redacted] angle, since the ramp sloped downwardWith the bike on top of me and the help from my nephews, I literally crawled out of the ramp to a grassy knollThe experience was extremely upsetting and I nearly faintedThere were several working people near by, but no one was able to assist me, not even a Fire Marshall we corralled who parked in front of usWe managed to take a Taxi with our bikes to their home about blocks awayI could not walkI had to jump with the assistance of my year old and the driver of the taxiWhen I arrived at Xpress Care, I again needed assistance to move vertically with help from my two nephewsWhen I entered the building a receptionist sat behind a counterWe had called ahead, and she was expecting usI immediately sat in the closest chairI told her who I was, and she raised a clipboard from her seated position stating to come get this to fill it outNaturally I asked the boys to retrieve it for me, and likewise return it when finishedI had to hbble over to her to provide insurance, drivers license and paymentThen, I hobbled back with boys help to sit downWhen the nurse came to get me, she stood at the door, waiting for me to come to herSince I couldn't walk, the boys assisted me againIcould not put any weight on this foot and they are much shorter than meI would have thought given my incapacitated condition, she would have offered a wheel chairShe said, "Please go to the room at the end of the hall." I looked at her in dismayOut of the corner of my eye I saw the Drsitting at his desk glancing up at me as I struggled to maneuver myself down the hallwayI finally got to the room after several restsFinally when it was time for an X-Ray they offered a wheelchairNo offense to foreigners, but the boys and I were obviously the only American born present at the officeTheir accents gave them away, and it was confirmed when I curiously asked what their country of origin wasThis sidebar, should really not be an issueYet, one has to wonder if their lack of compassionate care is the cold haeartedness of a big metro area, or customs of other landsI was diagnosed and provided crutchesA taxi was called and I was given a prescriptionThe pharmacy was across the street a waysI decided to wait until my niece came home, because these crutches were not easy to manageI chalked up the above negative experiences to life in a large metro areaIt is kind of like the old fable between the city mouse and the country mouseI shared my experience with family and friends, and decided it really wasn't any value to othersToday three months later I called the clinic to question why I had not yet received my refund for an overpaymentWhen I paid, I had not yet met my insurance deductible, and was informed that after the insurance reimbursed them, I would receive the overpayment due to meAfter listening to the selections on the phone, I selected the prompt for the billing departmentI received the receptionistI had to have her repeat her name, because I didn't understand her on her first attemptI told her who I was, and that I was waiting for my refundAfter supplying my name and date of service, she located my informationNext she asked me for my credit card number, complete with experation date and CVC numberI had to wonder why this was necessaryI found her very rude and impatient with my quetionsAs a matter of fact, after answering my last question she hung upHow did she know I was finished? This was the "icing on the cake." I can no longer remain silent regarding the unprofessional treatment of this clinicI doubt there will be any improvements madeHowever, I can only say I'm very grateful for the kind, caring and compassionate professionals at my hometown officeCall it culture shock, or whateverBut, there's no place like homeTo the Drwho owns this clinic: you need to address to your staff some common courtesiesKindness, like sugar, will render you sweeter returnsI can only say, "Shame on your clinic." When someone who can not walk enters your office, why can't you offer them a wheelchair? I'm happy to be a country mouseThe city life is not for meBetty P***
Hi, [redacted] claim has been paid in full and she does not owe anythingHer account is settled and closedMultiple factors led to this situation [redacted] did not bring her insurance card on the day of serviceHard copy of the original card plays an important role in smooth billing transaction process (for new patients)if its not provided at the time of service it could lead to this kind of unfortunate situationI don't want to go in minor details but Placcept apology from the Billing staffIf you need us in the future we will be happy to serve you again
Hi, Sorry for the late replyMs [redacted] claim has been submitted to her insurance ( on her request)As soon as her insurance pays her claim we will refund her payment she made on the day of service (minus her copay or any other responsibility determined by her insurance) Just to let you know that, kind of insurance she carries does not cover treatment of injuries if there is potential involvement of the third party ( in her case its ***)Therefore it was told to her upfront that for these kind of injuries her insurance won't workAnyway on her request her visit claim was submitted to her insurance on 7/and we haven't heard back from them yetThey normally take 30-days to respondTherefore she need to wait until we get any reply from themWe have done our part to get her reimbursement, now its her insurance to decide and pay us so we can refund herLET ME KNOW, IF YOU HAVE ANY OTHER QUESTION THANKS BILLING
AM [redacted] , MD Medical Director,I have reviewed the response made by the business in reference to complaint ID [redacted] In response to your letter:I did not have my insurance card yet as I was a brand new employee of a company that has 200,employees worldwideI was told by my insurance provider to pay and I would get reimbursed.I did correctly provide my insurance information as soon as I received it, to your company, if it was not handled properly on your end, that is a business inefficiency that is yours to fixIt sounds like it happens a lot.Attached is my insurance cardPlease properly and efficiently submit my insurance claim appropriatelyI want the Revdex.com to follow the process to be sure I get refunded the proper amount that I am due [redacted]
AM [redacted] , MD Medical Director, I have reviewed the response made by the business in reference to complaint ID [redacted] In response to your letter: I did not have my insurance card yet as I was a brand new employee of a company that has 200,employees worldwideI was told by my insurance provider to pay and I would get reimbursedI did correctly provide my insurance information as soon as I received it, to your company, if it was not handled properly on your end, that is a business inefficiency that is yours to fixIt sounds like it happens a lotAttached is my insurance cardPlease properly and efficiently submit my insurance claim appropriatelyI want the Revdex.com to follow the process to be sure I get refunded the proper amount that I am due [redacted]
I did not read any of these review before my visit to this clinicIn hindsight, I wish I wouldMy story is very similar to the other reviews posted on sites, such as YelpI called the clinic a few days before I came in to verify that my insurance would be accepted (it says it is on their website) and the receptionist told me yes but they have to verify when I come inI came in a few days later because the conditions on a cough I had became worseImmediately when gave the receptionist my insurance card, she told me that they "don't work closely with the company" and I will have to file the claim on my own$upfrontI was shocked but in too bad of condition to find another place in timeThere was no one there in the waiting room and I was called back by a nurse no more than minutes laterThe nurse was kind and did all the usual preliminary tasks, nothing out of the ordinaryThe doctor came in or so minutes laterHe came I, mumbled everything, and didn't give me any time to answer questions he askedHe glanced at my throat and ears then briefly listened to my lungsHe mumbled that I had a sinus infection and bronchitisHe asked what I wanted to doI asked for his recommendation, and he told me he could give me a shot (no explanation of what that was) or prescribe somethingI went for the prescription routeHe left and came back minutes later with prescriptions and mumbled off some instructionsI tried asking questions about what I should do to rest and if I was okay to return to work soonHe was annoyed by it all and didn't answer my questionsWhen I went to get my bill, the receptionist told me I would be charged and EXTRA $because he found things wrong with meThere was no arguing so I had to payAfter filing a claim with my insurance company to recover my $bill, it turns out that my provider does not work with this clinic and I cannot get coverage for this visitAs I mentioned in my first review, I called a few days ahead of time to confirm that they do take my insuranceThe receptionist said yes, they work with them, they just need to verify details when I come inWhen I came in, they said they do not work closely with them and my insurance would cover the claimI sent in a claim to my insurance and a few weeks later it was rejected because this clinic is out of networkI explained the situation with my provider and told her the situation with the receptionist and sent the link with their accepted insurance networks (xpresscarenow.com/urgent…)The insurance provider then called the clinic to confirm that what they have on their website is correct, and as your imagine, it is notThey do not accept that insurance or work with the provider at allMy insurance company is working to get my claim reviewed again under the new information and circumstancesThe provider told me that what this clinic is doing looks like fraud and advertisingPlease be aware and confirm with your insurance provider before going to this clinic, which I do not recommend
I was told I needed to pay a $deposit to be seen when I have a $urgent care copay, they did not tell me this until after they asked me if I had a copay, I responded, yes $dollars the front desk person nodded and swiped my cardWhen she handed me the receipt to sign, she told me I would need to send the bill to my insurance to be reimbursedthere was another customer in the lobby disputing her charge at that time as her insurer told her that the Tax ID number she was given on the invoice was incorrect and she could not be reimbursedSo I asked for a refund and left after I received a receipt from the credit card machine showing my refund amountWhen I called them the next day to confirm when my money would be refunded they told me three daysI told them I would be contacting the Revdex.com and they hung up on me
Hi,
I am sorry as it took few days to investigate the matter completelyAccording to the record *** *** was seen on 10-03-as "self pay" as she does not have her insurance card or insurance information available on the date of serviceLater she provided the insurance info (which turned out
to be incomplete or incorrect ) because she never provided the copy of her insurance cardThat led to complete billing confusion and disasterOn top of that client continue to ask for refund (which never showed up in the system because biller was unable to bill her insurance) For sure there was lack of communication from our billing team to inform her correctly what has been going onThat confusion led to escalation of the matter to the unfortunate incidence on last day
We have no problem in issuing her a refund (minus her copay or deductible) but client has to provides us copy of her insurance card, so we can bill her insurance for her visitThis will be much easier route for her instead of billing herself to the insurance company and trying to get reimbursementShe can forward copy of her insurance card at our email xpresscarecc@***.comif she prefer to bill herself we can provide any documents she needs for that and all she need to do is just let me know
I personally apologize for all this and suggest always to provide insurance card on the day of visit to the Doctor office in order to avoid billing and accounting complications
Sincerely,
AM***, MD
Medical Director
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The billing guy for this urgent care center keeps giving a new answer every time this issue is discussed. None of what he said here is what happened the day of service. They billed my insurance because that is what they were supposed to do in the first place instead of telling me that they didn't accept my insurance. They are an in-network provider and were on the day of service as well. My insurance company has received the claim and processed it on 7/23/2015. The billing guy didn't submit my claim to the insurance - neither at the insurance company's urging nor mine - until I filed this complaint and a complaint with the Virginia Attorney General. Until I get my refund, I am pressing on. I do not trust them to return my money unless an agency is on top of them. Finally, a quick search of this urgent care center reveals several issues with their billing practices.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi,[redacted] claim has been paid in full and she does not owe anything. Her account is settled and closed. Multiple factors led to this situation. [redacted] did not bring her insurance card on the day of service. Hard copy of the original card plays an important role in smooth billing transaction...
process (for new patients). if its not provided at the time of service it could lead to this kind of unfortunate situation. I don't want to go in minor details but Pl. accept apology from the Billing staff. If you need us in the future we will be happy to serve you again.
Hi,
Sorry for the late reply. Ms. [redacted] claim has been submitted to her insurance ( on her request). As soon as her insurance pays her claim we will refund her payment she made on the day of service (minus her copay or any other responsibility determined by her insurance).
Just to let you...
know that, kind of insurance she carries does not cover treatment of injuries if there is potential involvement of the third party ( in her case its [redacted]). Therefore it was told to her upfront that for these kind of injuries her insurance won't work. Anyway on her request her visit claim was submitted to her insurance on 7/12 and we haven't heard back from them yet. They normally take 30-60 days to respond. Therefore she need to wait until we get any reply from them. We have done our part to get her reimbursement, now its her insurance to decide and pay us so we can refund her. LET ME KNOW, IF YOU HAVE ANY OTHER QUESTION.
THANKS.
BILLING.
It has been three months since I visited Xpress Care in Pentagon City. From the get go every thing has been less than positive. I was babysitting my great nephews, having traveled from Michigan to do my "Camp Aunt Betty Goes to DC" with the boys ages 7&10. While walking our bikes through a busy area towards the Potomac River park, I sprained my ankle on a transition between the sidewalk and an underground entrance to a hotel parking lot. I fell at a 125* angle, since the ramp sloped downward. With the bike on top of me and the help from my nephews, I literally crawled out of the ramp to a grassy knoll. The experience was extremely upsetting and I nearly fainted. There were several working people near by, but no one was able to assist me, not even a Fire Marshall we corralled who parked in front of us.
We managed to take a Taxi with our bikes to their home about 5 blocks away. I could not walk. I had to jump with the assistance of my 10 year old and the driver of the taxi.
When I arrived at Xpress Care, I again needed assistance to move vertically with help from my two nephews. When I entered the building a receptionist sat behind a counter. We had called ahead, and she was expecting us. I immediately sat in the closest chair. I told her who I was, and she raised a
clipboard from her seated position stating to come get this to fill it out. Naturally I asked the boys to retrieve it for me, and likewise return it when finished. I had to hbble over to her to provide insurance, drivers license and payment. Then, I hobbled back with boys help to sit down.
When the nurse came to get me, she stood at the door, waiting for me to come to her. Since I couldn't walk, the boys assisted me again. Icould not put any weight on this foot and they are much shorter than me. I would have thought given my incapacitated condition, she would have offered a wheel chair. She said, "Please go to the room at the end of the hall." I looked at her in dismay. Out of the corner of my eye I saw the Dr. sitting at his desk glancing up at me as I struggled to maneuver myself down the hallway.
I finally got to the room after several rests. Finally when it was time for an X-Ray they offered a wheelchair.
No offense to foreigners, but the boys and I were obviously the only American born present at the office. Their accents gave them away, and it was confirmed when I curiously asked what their country of origin was. This sidebar, should really not be an issue. Yet, one has to wonder if their lack of compassionate care is the cold haeartedness of a big metro area, or customs of other lands.
I was diagnosed and provided crutches. A taxi was called and I was given a prescription. The pharmacy was across the street a ways. I decided to wait until my niece came home, because these crutches were not easy to manage.
I chalked up the above negative experiences to life in a large metro area. It is kind of like the old fable between the city mouse and the country mouse. I shared my experience with family and friends, and decided it really wasn't any value to others.
Today three months later I called the clinic to question why I had not yet received my refund for an overpayment. When I paid, I had not yet met my insurance deductible, and was informed that after the insurance reimbursed them, I would receive the overpayment due to me.
After listening to the selections on the phone, I selected the prompt for the billing department. I received the receptionist. I had to have her repeat her name, because I didn't understand her on her first attempt. I told her who I was, and that I was waiting for my refund. After supplying my name and date of service, she located my information. Next she asked me for my credit card number, complete with experation date and CVC number. I had to wonder why this was necessary.
I found her very rude and impatient with my quetions. As a matter of fact, after answering my last question she hung up. How did she know I was finished? This was the "icing on the cake."
I can no longer remain silent regarding the unprofessional treatment of this clinic. I doubt there will be any improvements made. However, I can only say I'm very grateful for the kind, caring and compassionate professionals at my hometown office. Call it culture shock, or whatever. But, there's no place like home.
To the Dr. who owns this clinic: you need to address to your staff some common courtesies. Kindness, like sugar, will render you sweeter returns. I can only say, "Shame on your clinic." When someone who can not walk enters your office, why can't you offer them a wheelchair?
I'm happy to be a country mouse. The city life is not for me.
Betty P[redacted]
A. M[redacted], MD Medical Director,I have reviewed the response made by the business in reference to complaint ID [redacted]. In response to your letter:I did not have my insurance card yet as I was a brand new employee of a company that has 200,000 employees worldwide. I was told by my insurance provider to pay and I would get reimbursed.I did correctly provide my insurance information as soon as I received it, to your company, if it was not handled properly on your end, that is a business inefficiency that is yours to fix. It sounds like it happens a lot.Attached is my insurance card. Please properly and efficiently submit my insurance claim appropriately. I want the Revdex.com to follow the process to be sure I get refunded the proper amount that I am due.
[redacted]
A. M[redacted], MD Medical Director,
I have reviewed the response made by the business in reference to complaint ID [redacted]. In response to your letter:
I did not have my insurance card yet as I was a brand new employee of a company that has 200,000 employees worldwide. I was told by my insurance provider to pay and I would get reimbursed.
I did correctly provide my insurance information as soon as I received it, to your company, if it was not handled properly on your end, that is a business inefficiency that is yours to fix. It sounds like it happens a lot.
Attached is my insurance card. Please properly and efficiently submit my insurance claim appropriately. I want the Revdex.com to follow the process to be sure I get refunded the proper amount that I am due.
[redacted]
[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:
The billing guy for this urgent care center keeps giving a new answer every time this issue is discussed. None of what he said here is what happened the day of service. They billed my insurance because that is what they were supposed to do in the first place instead of telling me that they didn't accept my insurance. They are an in-network provider and were on the day of service as well. My insurance company has received the claim and processed it on 7/23/2015. The billing guy didn't submit my claim to the insurance - neither at the insurance company's urging nor mine - until I filed this complaint and a complaint with the Virginia Attorney General. Until I get my refund, I am pressing on. I do not trust them to return my money unless an agency is on top of them. Finally, a quick search of this urgent care center reveals several issues with their billing practices.
Regards,
[redacted]
Hi,
Sorry, for the delayed response. I have personally investigated this issue and updated the [redacted] account. His account has been paid in full and his balance is $00.00. His second payment of $277 was not posted appropriately because his online payment did not identify him correctly likely...
because of lack of identity parameters and was posted to a different account with similar name. Anyway, involved employee was issued a warning for not posting his payment and making a wrong call. [redacted] should rest assure that his case was never reported to any collection agency. We will be happy to serve his medical needs in the future at the time of need.
[redacted].
Billing Manager.
Xpress care, [redacted], VA.
I did not read any of these review before my visit to this clinic. In hindsight, I wish I would. My story is very similar to the other reviews posted on sites, such as Yelp. I called the clinic a few days before I came in to verify that my insurance would be accepted (it says it is on their website) and the receptionist told me yes but they have to verify when I come in. I came in a few days later because the conditions on a cough I had became worse. Immediately when gave the receptionist my insurance card, she told me that they "don't work closely with the company" and I will have to file the claim on my own. $150 upfront. I was shocked but in too bad of condition to find another place in time.
There was no one there in the waiting room and I was called back by a nurse no more than 15 minutes later. The nurse was kind and did all the usual preliminary tasks, nothing out of the ordinary. The doctor came in 5 or so minutes later. He came I, mumbled everything, and didn't give me any time to answer questions he asked. He glanced at my throat and ears then briefly listened to my lungs. He mumbled that I had a sinus infection and bronchitis. He asked what I wanted to do. I asked for his recommendation, and he told me he could give me a shot (no explanation of what that was) or prescribe something. I went for the prescription route. He left and came back 3 minutes later with 3 prescriptions and mumbled off some instructions. I tried asking questions about what I should do to rest and if I was okay to return to work soon. He was annoyed by it all and didn't answer my questions.
When I went to get my bill, the receptionist told me I would be charged and EXTRA $50 because he found 2 things wrong with me. There was no arguing so I had to pay. After filing a claim with my insurance company to recover my $200 bill, it turns out that my provider does not work with this clinic and I cannot get coverage for this visit. As I mentioned in my first review, I called a few days ahead of time to confirm that they do take my insurance. The receptionist said yes, they work with them, they just need to verify details when I come in. When I came in, they said they do not work closely with them and my insurance would cover the claim.
I sent in a claim to my insurance and a few weeks later it was rejected because this clinic is out of network. I explained the situation with my provider and told her the situation with the receptionist and sent the link with their accepted insurance networks (xpresscarenow.com/urgent…). The insurance provider then called the clinic to confirm that what they have on their website is correct, and as your imagine, it is not. They do not accept that insurance or work with the provider at all.
My insurance company is working to get my claim reviewed again under the new information and circumstances. The provider told me that what this clinic is doing looks like fraud and false advertising. Please be aware and confirm with your insurance provider before going to this clinic, which I do not recommend.
Hi, Sorry, for the delayed responseI have personally investigated this issue and updated the [redacted] accountHis account has been paid in full and his balance is $His second payment of $was not posted appropriately because his online payment did not identify him correctly likely because of lack of identity parameters and was posted to a different account with similar nameAnyway, involved employee was issued a warning for not posting his payment and making a wrong call [redacted] should rest assure that his case was never reported to any collection agencyWe will be happy to serve his medical needs in the future at the time of need [redacted] *** Billing Manager Xpress care, [redacted] , VA
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
It has been three months since I visited Xpress Care in Pentagon CityFrom the get go every thing has been less than positiveI was babysitting my great nephews, having traveled from Michigan to do my "Camp Aunt Betty Goes to DC" with the boys ages 7& While walking our bikes through a busy area towards the Potomac River park, I sprained my ankle on a transition between the sidewalk and an underground entrance to a hotel parking lotI fell at a [redacted] angle, since the ramp sloped downwardWith the bike on top of me and the help from my nephews, I literally crawled out of the ramp to a grassy knollThe experience was extremely upsetting and I nearly faintedThere were several working people near by, but no one was able to assist me, not even a Fire Marshall we corralled who parked in front of usWe managed to take a Taxi with our bikes to their home about blocks awayI could not walkI had to jump with the assistance of my year old and the driver of the taxiWhen I arrived at Xpress Care, I again needed assistance to move vertically with help from my two nephewsWhen I entered the building a receptionist sat behind a counterWe had called ahead, and she was expecting usI immediately sat in the closest chairI told her who I was, and she raised a clipboard from her seated position stating to come get this to fill it outNaturally I asked the boys to retrieve it for me, and likewise return it when finishedI had to hbble over to her to provide insurance, drivers license and paymentThen, I hobbled back with boys help to sit downWhen the nurse came to get me, she stood at the door, waiting for me to come to herSince I couldn't walk, the boys assisted me againIcould not put any weight on this foot and they are much shorter than meI would have thought given my incapacitated condition, she would have offered a wheel chairShe said, "Please go to the room at the end of the hall." I looked at her in dismayOut of the corner of my eye I saw the Drsitting at his desk glancing up at me as I struggled to maneuver myself down the hallwayI finally got to the room after several restsFinally when it was time for an X-Ray they offered a wheelchairNo offense to foreigners, but the boys and I were obviously the only American born present at the officeTheir accents gave them away, and it was confirmed when I curiously asked what their country of origin wasThis sidebar, should really not be an issueYet, one has to wonder if their lack of compassionate care is the cold haeartedness of a big metro area, or customs of other landsI was diagnosed and provided crutchesA taxi was called and I was given a prescriptionThe pharmacy was across the street a waysI decided to wait until my niece came home, because these crutches were not easy to manageI chalked up the above negative experiences to life in a large metro areaIt is kind of like the old fable between the city mouse and the country mouseI shared my experience with family and friends, and decided it really wasn't any value to othersToday three months later I called the clinic to question why I had not yet received my refund for an overpaymentWhen I paid, I had not yet met my insurance deductible, and was informed that after the insurance reimbursed them, I would receive the overpayment due to meAfter listening to the selections on the phone, I selected the prompt for the billing departmentI received the receptionistI had to have her repeat her name, because I didn't understand her on her first attemptI told her who I was, and that I was waiting for my refundAfter supplying my name and date of service, she located my informationNext she asked me for my credit card number, complete with experation date and CVC numberI had to wonder why this was necessaryI found her very rude and impatient with my quetionsAs a matter of fact, after answering my last question she hung upHow did she know I was finished? This was the "icing on the cake." I can no longer remain silent regarding the unprofessional treatment of this clinicI doubt there will be any improvements madeHowever, I can only say I'm very grateful for the kind, caring and compassionate professionals at my hometown officeCall it culture shock, or whateverBut, there's no place like homeTo the Drwho owns this clinic: you need to address to your staff some common courtesiesKindness, like sugar, will render you sweeter returnsI can only say, "Shame on your clinic." When someone who can not walk enters your office, why can't you offer them a wheelchair? I'm happy to be a country mouseThe city life is not for meBetty P***
Hi, [redacted] claim has been paid in full and she does not owe anythingHer account is settled and closedMultiple factors led to this situation [redacted] did not bring her insurance card on the day of serviceHard copy of the original card plays an important role in smooth billing transaction process (for new patients)if its not provided at the time of service it could lead to this kind of unfortunate situationI don't want to go in minor details but Placcept apology from the Billing staffIf you need us in the future we will be happy to serve you again
Hi, Sorry for the late replyMs [redacted] claim has been submitted to her insurance ( on her request)As soon as her insurance pays her claim we will refund her payment she made on the day of service (minus her copay or any other responsibility determined by her insurance) Just to let you know that, kind of insurance she carries does not cover treatment of injuries if there is potential involvement of the third party ( in her case its ***)Therefore it was told to her upfront that for these kind of injuries her insurance won't workAnyway on her request her visit claim was submitted to her insurance on 7/and we haven't heard back from them yetThey normally take 30-days to respondTherefore she need to wait until we get any reply from themWe have done our part to get her reimbursement, now its her insurance to decide and pay us so we can refund herLET ME KNOW, IF YOU HAVE ANY OTHER QUESTION THANKS BILLING
AM [redacted] , MD Medical Director,I have reviewed the response made by the business in reference to complaint ID [redacted] In response to your letter:I did not have my insurance card yet as I was a brand new employee of a company that has 200,employees worldwideI was told by my insurance provider to pay and I would get reimbursed.I did correctly provide my insurance information as soon as I received it, to your company, if it was not handled properly on your end, that is a business inefficiency that is yours to fixIt sounds like it happens a lot.Attached is my insurance cardPlease properly and efficiently submit my insurance claim appropriatelyI want the Revdex.com to follow the process to be sure I get refunded the proper amount that I am due [redacted]
AM [redacted] , MD Medical Director, I have reviewed the response made by the business in reference to complaint ID [redacted] In response to your letter: I did not have my insurance card yet as I was a brand new employee of a company that has 200,employees worldwideI was told by my insurance provider to pay and I would get reimbursedI did correctly provide my insurance information as soon as I received it, to your company, if it was not handled properly on your end, that is a business inefficiency that is yours to fixIt sounds like it happens a lotAttached is my insurance cardPlease properly and efficiently submit my insurance claim appropriatelyI want the Revdex.com to follow the process to be sure I get refunded the proper amount that I am due [redacted]
I did not read any of these review before my visit to this clinicIn hindsight, I wish I wouldMy story is very similar to the other reviews posted on sites, such as YelpI called the clinic a few days before I came in to verify that my insurance would be accepted (it says it is on their website) and the receptionist told me yes but they have to verify when I come inI came in a few days later because the conditions on a cough I had became worseImmediately when gave the receptionist my insurance card, she told me that they "don't work closely with the company" and I will have to file the claim on my own$upfrontI was shocked but in too bad of condition to find another place in timeThere was no one there in the waiting room and I was called back by a nurse no more than minutes laterThe nurse was kind and did all the usual preliminary tasks, nothing out of the ordinaryThe doctor came in or so minutes laterHe came I, mumbled everything, and didn't give me any time to answer questions he askedHe glanced at my throat and ears then briefly listened to my lungsHe mumbled that I had a sinus infection and bronchitisHe asked what I wanted to doI asked for his recommendation, and he told me he could give me a shot (no explanation of what that was) or prescribe somethingI went for the prescription routeHe left and came back minutes later with prescriptions and mumbled off some instructionsI tried asking questions about what I should do to rest and if I was okay to return to work soonHe was annoyed by it all and didn't answer my questionsWhen I went to get my bill, the receptionist told me I would be charged and EXTRA $because he found things wrong with meThere was no arguing so I had to payAfter filing a claim with my insurance company to recover my $bill, it turns out that my provider does not work with this clinic and I cannot get coverage for this visitAs I mentioned in my first review, I called a few days ahead of time to confirm that they do take my insuranceThe receptionist said yes, they work with them, they just need to verify details when I come inWhen I came in, they said they do not work closely with them and my insurance would cover the claimI sent in a claim to my insurance and a few weeks later it was rejected because this clinic is out of networkI explained the situation with my provider and told her the situation with the receptionist and sent the link with their accepted insurance networks (xpresscarenow.com/urgent…)The insurance provider then called the clinic to confirm that what they have on their website is correct, and as your imagine, it is notThey do not accept that insurance or work with the provider at allMy insurance company is working to get my claim reviewed again under the new information and circumstancesThe provider told me that what this clinic is doing looks like fraud and advertisingPlease be aware and confirm with your insurance provider before going to this clinic, which I do not recommend
I was told I needed to pay a $deposit to be seen when I have a $urgent care copay, they did not tell me this until after they asked me if I had a copay, I responded, yes $dollars the front desk person nodded and swiped my cardWhen she handed me the receipt to sign, she told me I would need to send the bill to my insurance to be reimbursedthere was another customer in the lobby disputing her charge at that time as her insurer told her that the Tax ID number she was given on the invoice was incorrect and she could not be reimbursedSo I asked for a refund and left after I received a receipt from the credit card machine showing my refund amountWhen I called them the next day to confirm when my money would be refunded they told me three daysI told them I would be contacting the Revdex.com and they hung up on me
Hi,
I am sorry as it took few days to investigate the matter completelyAccording to the record *** *** was seen on 10-03-as "self pay" as she does not have her insurance card or insurance information available on the date of serviceLater she provided the insurance info (which turned out
to be incomplete or incorrect ) because she never provided the copy of her insurance cardThat led to complete billing confusion and disasterOn top of that client continue to ask for refund (which never showed up in the system because biller was unable to bill her insurance) For sure there was lack of communication from our billing team to inform her correctly what has been going onThat confusion led to escalation of the matter to the unfortunate incidence on last day
We have no problem in issuing her a refund (minus her copay or deductible) but client has to provides us copy of her insurance card, so we can bill her insurance for her visitThis will be much easier route for her instead of billing herself to the insurance company and trying to get reimbursementShe can forward copy of her insurance card at our email xpresscarecc@***.comif she prefer to bill herself we can provide any documents she needs for that and all she need to do is just let me know
I personally apologize for all this and suggest always to provide insurance card on the day of visit to the Doctor office in order to avoid billing and accounting complications
Sincerely,
AM***, MD
Medical Director
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The billing guy for this urgent care center keeps giving a new answer every time this issue is discussed. None of what he said here is what happened the day of service. They billed my insurance because that is what they were supposed to do in the first place instead of telling me that they didn't accept my insurance. They are an in-network provider and were on the day of service as well. My insurance company has received the claim and processed it on 7/23/2015. The billing guy didn't submit my claim to the insurance - neither at the insurance company's urging nor mine - until I filed this complaint and a complaint with the Virginia Attorney General. Until I get my refund, I am pressing on. I do not trust them to return my money unless an agency is on top of them. Finally, a quick search of this urgent care center reveals several issues with their billing practices.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi,[redacted] claim has been paid in full and she does not owe anything. Her account is settled and closed. Multiple factors led to this situation. [redacted] did not bring her insurance card on the day of service. Hard copy of the original card plays an important role in smooth billing transaction...
process (for new patients). if its not provided at the time of service it could lead to this kind of unfortunate situation. I don't want to go in minor details but Pl. accept apology from the Billing staff. If you need us in the future we will be happy to serve you again.
Hi,
Sorry for the late reply. Ms. [redacted] claim has been submitted to her insurance ( on her request). As soon as her insurance pays her claim we will refund her payment she made on the day of service (minus her copay or any other responsibility determined by her insurance).
Just to let you...
know that, kind of insurance she carries does not cover treatment of injuries if there is potential involvement of the third party ( in her case its [redacted]). Therefore it was told to her upfront that for these kind of injuries her insurance won't work. Anyway on her request her visit claim was submitted to her insurance on 7/12 and we haven't heard back from them yet. They normally take 30-60 days to respond. Therefore she need to wait until we get any reply from them. We have done our part to get her reimbursement, now its her insurance to decide and pay us so we can refund her. LET ME KNOW, IF YOU HAVE ANY OTHER QUESTION.
THANKS.
BILLING.
It has been three months since I visited Xpress Care in Pentagon City. From the get go every thing has been less than positive. I was babysitting my great nephews, having traveled from Michigan to do my "Camp Aunt Betty Goes to DC" with the boys ages 7&10. While walking our bikes through a busy area towards the Potomac River park, I sprained my ankle on a transition between the sidewalk and an underground entrance to a hotel parking lot. I fell at a 125* angle, since the ramp sloped downward. With the bike on top of me and the help from my nephews, I literally crawled out of the ramp to a grassy knoll. The experience was extremely upsetting and I nearly fainted. There were several working people near by, but no one was able to assist me, not even a Fire Marshall we corralled who parked in front of us.
We managed to take a Taxi with our bikes to their home about 5 blocks away. I could not walk. I had to jump with the assistance of my 10 year old and the driver of the taxi.
When I arrived at Xpress Care, I again needed assistance to move vertically with help from my two nephews. When I entered the building a receptionist sat behind a counter. We had called ahead, and she was expecting us. I immediately sat in the closest chair. I told her who I was, and she raised a
clipboard from her seated position stating to come get this to fill it out. Naturally I asked the boys to retrieve it for me, and likewise return it when finished. I had to hbble over to her to provide insurance, drivers license and payment. Then, I hobbled back with boys help to sit down.
When the nurse came to get me, she stood at the door, waiting for me to come to her. Since I couldn't walk, the boys assisted me again. Icould not put any weight on this foot and they are much shorter than me. I would have thought given my incapacitated condition, she would have offered a wheel chair. She said, "Please go to the room at the end of the hall." I looked at her in dismay. Out of the corner of my eye I saw the Dr. sitting at his desk glancing up at me as I struggled to maneuver myself down the hallway.
I finally got to the room after several rests. Finally when it was time for an X-Ray they offered a wheelchair.
No offense to foreigners, but the boys and I were obviously the only American born present at the office. Their accents gave them away, and it was confirmed when I curiously asked what their country of origin was. This sidebar, should really not be an issue. Yet, one has to wonder if their lack of compassionate care is the cold haeartedness of a big metro area, or customs of other lands.
I was diagnosed and provided crutches. A taxi was called and I was given a prescription. The pharmacy was across the street a ways. I decided to wait until my niece came home, because these crutches were not easy to manage.
I chalked up the above negative experiences to life in a large metro area. It is kind of like the old fable between the city mouse and the country mouse. I shared my experience with family and friends, and decided it really wasn't any value to others.
Today three months later I called the clinic to question why I had not yet received my refund for an overpayment. When I paid, I had not yet met my insurance deductible, and was informed that after the insurance reimbursed them, I would receive the overpayment due to me.
After listening to the selections on the phone, I selected the prompt for the billing department. I received the receptionist. I had to have her repeat her name, because I didn't understand her on her first attempt. I told her who I was, and that I was waiting for my refund. After supplying my name and date of service, she located my information. Next she asked me for my credit card number, complete with experation date and CVC number. I had to wonder why this was necessary.
I found her very rude and impatient with my quetions. As a matter of fact, after answering my last question she hung up. How did she know I was finished? This was the "icing on the cake."
I can no longer remain silent regarding the unprofessional treatment of this clinic. I doubt there will be any improvements made. However, I can only say I'm very grateful for the kind, caring and compassionate professionals at my hometown office. Call it culture shock, or whatever. But, there's no place like home.
To the Dr. who owns this clinic: you need to address to your staff some common courtesies. Kindness, like sugar, will render you sweeter returns. I can only say, "Shame on your clinic." When someone who can not walk enters your office, why can't you offer them a wheelchair?
I'm happy to be a country mouse. The city life is not for me.
Betty P[redacted]
A. M[redacted], MD Medical Director,I have reviewed the response made by the business in reference to complaint ID [redacted]. In response to your letter:I did not have my insurance card yet as I was a brand new employee of a company that has 200,000 employees worldwide. I was told by my insurance provider to pay and I would get reimbursed.I did correctly provide my insurance information as soon as I received it, to your company, if it was not handled properly on your end, that is a business inefficiency that is yours to fix. It sounds like it happens a lot.Attached is my insurance card. Please properly and efficiently submit my insurance claim appropriately. I want the Revdex.com to follow the process to be sure I get refunded the proper amount that I am due.
[redacted]
A. M[redacted], MD Medical Director,
I have reviewed the response made by the business in reference to complaint ID [redacted]. In response to your letter:
I did not have my insurance card yet as I was a brand new employee of a company that has 200,000 employees worldwide. I was told by my insurance provider to pay and I would get reimbursed.
I did correctly provide my insurance information as soon as I received it, to your company, if it was not handled properly on your end, that is a business inefficiency that is yours to fix. It sounds like it happens a lot.
Attached is my insurance card. Please properly and efficiently submit my insurance claim appropriately. I want the Revdex.com to follow the process to be sure I get refunded the proper amount that I am due.
[redacted]
[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:
The billing guy for this urgent care center keeps giving a new answer every time this issue is discussed. None of what he said here is what happened the day of service. They billed my insurance because that is what they were supposed to do in the first place instead of telling me that they didn't accept my insurance. They are an in-network provider and were on the day of service as well. My insurance company has received the claim and processed it on 7/23/2015. The billing guy didn't submit my claim to the insurance - neither at the insurance company's urging nor mine - until I filed this complaint and a complaint with the Virginia Attorney General. Until I get my refund, I am pressing on. I do not trust them to return my money unless an agency is on top of them. Finally, a quick search of this urgent care center reveals several issues with their billing practices.
Regards,
[redacted]
Hi,
Sorry, for the delayed response. I have personally investigated this issue and updated the [redacted] account. His account has been paid in full and his balance is $00.00. His second payment of $277 was not posted appropriately because his online payment did not identify him correctly likely...
because of lack of identity parameters and was posted to a different account with similar name. Anyway, involved employee was issued a warning for not posting his payment and making a wrong call. [redacted] should rest assure that his case was never reported to any collection agency. We will be happy to serve his medical needs in the future at the time of need.
[redacted].
Billing Manager.
Xpress care, [redacted], VA.
I did not read any of these review before my visit to this clinic. In hindsight, I wish I would. My story is very similar to the other reviews posted on sites, such as Yelp. I called the clinic a few days before I came in to verify that my insurance would be accepted (it says it is on their website) and the receptionist told me yes but they have to verify when I come in. I came in a few days later because the conditions on a cough I had became worse. Immediately when gave the receptionist my insurance card, she told me that they "don't work closely with the company" and I will have to file the claim on my own. $150 upfront. I was shocked but in too bad of condition to find another place in time.
There was no one there in the waiting room and I was called back by a nurse no more than 15 minutes later. The nurse was kind and did all the usual preliminary tasks, nothing out of the ordinary. The doctor came in 5 or so minutes later. He came I, mumbled everything, and didn't give me any time to answer questions he asked. He glanced at my throat and ears then briefly listened to my lungs. He mumbled that I had a sinus infection and bronchitis. He asked what I wanted to do. I asked for his recommendation, and he told me he could give me a shot (no explanation of what that was) or prescribe something. I went for the prescription route. He left and came back 3 minutes later with 3 prescriptions and mumbled off some instructions. I tried asking questions about what I should do to rest and if I was okay to return to work soon. He was annoyed by it all and didn't answer my questions.
When I went to get my bill, the receptionist told me I would be charged and EXTRA $50 because he found 2 things wrong with me. There was no arguing so I had to pay. After filing a claim with my insurance company to recover my $200 bill, it turns out that my provider does not work with this clinic and I cannot get coverage for this visit. As I mentioned in my first review, I called a few days ahead of time to confirm that they do take my insurance. The receptionist said yes, they work with them, they just need to verify details when I come in. When I came in, they said they do not work closely with them and my insurance would cover the claim.
I sent in a claim to my insurance and a few weeks later it was rejected because this clinic is out of network. I explained the situation with my provider and told her the situation with the receptionist and sent the link with their accepted insurance networks (xpresscarenow.com/urgent…). The insurance provider then called the clinic to confirm that what they have on their website is correct, and as your imagine, it is not. They do not accept that insurance or work with the provider at all.
My insurance company is working to get my claim reviewed again under the new information and circumstances. The provider told me that what this clinic is doing looks like fraud and false advertising. Please be aware and confirm with your insurance provider before going to this clinic, which I do not recommend.