Huey C Lin MD Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hi, I do not find it fair to have $deducted form a check that I made in good faith to the practice and have it withheld for oneThey have acknowledged that they did not make me aware of such fee and are not billing for it, but withholding an amount from a refund agreed upon by IreneThey are stating that I have refused to deal with them, which is not true, I have simply communicated in writing for fear of them backtracking on agreements as they already haveI would appreciate your help]
Regards,
*** ***

*** ** ***, M.D
***
*** *** ** *** ***
Santa Ana, Ca
Revdex.com
Viewridge Ave #
San Diego, Ca92123-
Regarding: *** *** (patient)
Customer: *** ***
To Whom It May Concern:
This patient consulted with me in the office for Urological evaluation on February 24, for urologic evaluation. The patient was a candidate for outpatient surgery. She was advised of the cost of the procedures for the patient, which was a discounted cash rate. We also referred her to a physician Dr*** for the EKG which he provided this service at a discounted cash rate. She came in on March 10, to pay for surgery that was scheduled for March 19, 2014. The check was immediately deposited in the physicians account. We do not hold a check.
The patient consulted with Dr*** on March 13, whom did not give the patient a cardiac clearance. The family contacted or office to advise us to cancel the procedure.
We received a telephone call from *** regarding a refund. I told her that I needed confirmation from the bank showing the check had cleared before we could give a refund. She forwarded a copy of the bank statement.
We have a policy in place that was not expressed to the patient as we also have many others as well. She should have known or been expected to know the Doctor has a legitimate right to charges for his time when a procedure is cancelled without sufficient notice regardless or the circumstances.
I failed to mention the policy when we discussed the refund when she initially contacted me. I explained to *** that I had in my possession a check payable to her and wanted to forward it to her which was dated April 01, in the amount of $ 526.00, so that she could get her money NOW This would have given her the opportunity to dispute the matter further with the physician regarding the remaining $50.00.
She has not contacted the physician to discuss this matter. She refused to have any communication verbally and has only e-mailed. I also explained to her via e-mail on April 16, that e-mail was not an effective method of communication for me.
(This is a copy of the actual communication we had with ***.)
We understand that a situation arose that forced you (*** ***) to postpone his surgery. Please understand these changes affect your surgeon. In consideration of we try to keep changes to a minimumWhile many valid reasons exist to cancel or reschedule surgery, we reserve the right to charge a cancellation fee for procedures cancelled less than two weeks prior to the scheduled date
Our surgical coordinator spent part of their day on the telephone and drafting the necessary pre-operative paper work. Scheduling your surgery begins after your evaluation with your surgeonHe reviewed your chart, completed the necessary information and forwards it on to the surgical scheduling department at the hospital.
The refund will be made payable to *** *** less a nominal fee of $
We regard the complaint as valuable consumer feedback. We regret this inconvenience was such a traumatic experience for all concerned. We thrive to reduce the possibility of mistakes, and contribute towards improved quality of care.
I have provided you with all the information available regarding the care of this patient. If you should have any questions, please contact my office at ###-###-####.
Sincerely,
***

In response to the rejection by the consumer.  Our physician is  adamant about his position in this matter.   The best we can do is to agree to charge the consumer only half the fee. They should have know or been expected to know there would be a charge for the physicians service.   We will refund less a fee of $25.00.  This is the final settlement in this particular case.  
 
Respectfully
[redacted]
office of [redacted], M.D.

Review: Office manager agreed to issue a refund for payment that was provided to the office in anticipation of an outpatient surgery. The procedure was cancelled due to denied clearance to proceed. A payment was required upfront prior to the appointment. Physician clearance was not obtained to move forward and cancellation was issued at least (6) business days in advance. The check was cashed and posted to the bank several days after the cancellation had already been in place. Office manager confirmed that the check had been deposited and wanted proof from my bank or a returned check, otherwise my refund was going to be delayed because she would have to wait for her doctor to give her confirmation that the money was in their account. She works out of the same office and I found this to be a little odd, but followed through with her instruction to provide the proof. She confirmed that was all she needed to issue a reimbursement. Days later received a message stating that a $50 fee would be charged for the cancellation. Providers office manager has admitted in writing that she failed to mention the policy during the refund discussion. I have requested a copy of the signed acknowledgement of said policy or terms of service which legally grant them the right to this fee which the patient was not made aware of and the physician's office has not. They are only willing to issue a refund less the $50 fee that they decided upon days after agreeing to reimburse the amount that was cashed although the procedure was almost immediately cancelled. Physician's office stated that the fee was for the administrative time with scheduling the patient for procedure. A cash consultation fee of $120.00 was paid initially and patient was not informed that if the office made the appointment scheduling, they would incur any kind of fee.Desired Settlement: full refund as agreed upon by office manager of $576.

Business

Response:

[redacted], M.D.

[redacted]

Santa Ana, Ca. 92704

Revdex.com

4747 Viewridge Ave #200

San Diego, Ca. 92123-1688

Regarding: [redacted] (patient)

Customer: [redacted]

To Whom It May Concern:

This patient consulted with me in the office for Urological evaluation on February 24, 2014 for urologic evaluation. The patient was a candidate for outpatient surgery. She was advised of the cost of the procedures for the patient, which was a discounted cash rate. We also referred her to a physician Dr. [redacted] for the EKG which he provided this service at a discounted cash rate. She came in on March 10, 2014 to pay for surgery that was scheduled for March 19, 2014. The check was immediately deposited in the physicians account. We do not hold a check.

The patient consulted with Dr. [redacted] on March 13, 2014 whom did not give the patient a cardiac clearance. The family contacted or office to advise us to cancel the procedure.

We received a telephone call from [redacted] regarding a refund. I told her that I needed confirmation from the bank showing the check had cleared before we could give a refund. She forwarded a copy of the bank statement.

We have a policy in place that was not expressed to the patient as we also have many others as well. She should have known or been expected to know the Doctor has a legitimate right to charges for his time when a procedure is cancelled without sufficient notice regardless or the circumstances.

I failed to mention the policy when we discussed the refund when she initially contacted me. I explained to [redacted] that I had in my possession a check payable to her and wanted to forward it to her which was dated April 01, 2014 in the amount of $ 526.00, so that she could get her money NOW. This would have given her the opportunity to dispute the matter further with the physician regarding the remaining $50.00.

She has not contacted the physician to discuss this matter. She refused to have any communication verbally and has only e-mailed. I also explained to her via e-mail on April 16, 2014 that e-mail was not an effective method of communication for me.

(This is a copy of the actual communication we had with [redacted].)

We understand that a situation arose that forced you ([redacted]) to postpone his surgery. Please understand these changes affect your surgeon. In consideration of we try to keep changes to a minimum. While many valid reasons exist to cancel or reschedule surgery, we reserve the right to charge a cancellation fee for procedures cancelled less than two weeks prior to the scheduled date.

Our surgical coordinator spent part of their day on the telephone and drafting the necessary pre-operative paper work. Scheduling your surgery begins after your evaluation with your surgeon. He reviewed your chart, completed the necessary information and forwards it on to the surgical scheduling department at the hospital.

The refund will be made payable to [redacted] less a nominal fee of $ 50.00.

We regard the complaint as valuable consumer feedback. We regret this inconvenience was such a traumatic experience for all concerned. We thrive to reduce the possibility of mistakes, and contribute towards improved quality of care.

I have provided you with all the information available regarding the care of this patient. If you should have any questions, please contact my office at ###-###-####.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Hi, I do not find it fair to have $50 deducted form a check that I made in good faith to the practice and have it withheld for one. They have acknowledged that they did not make me aware of such fee and are not billing for it, but withholding an amount from a refund agreed upon by Irene. They are stating that I have refused to deal with them, which is not true, I have simply communicated in writing for fear of them backtracking on agreements as they already have. I would appreciate your help. ]

Regards,

Business

Response:

In response to the rejection by the consumer. Our physician is adamant about his position in this matter. The best we can do is to agree to charge the consumer only half the fee. They should have know or been expected to know there would be a charge for the physicians service. We will refund less a fee of $25.00. This is the final settlement in this particular case.

Respectfully

office of [redacted], M.D.

Office manager agreed to issue a refund for payment that was provided to the office in anticipation of an outpatient surgery. The procedure was cancelled due to denied clearance to proceed. A payment was required upfront prior to the appointment. Physician clearance was not obtained to move forward and cancellation was issued at least (6) business days in advance. The check was cashed and posted to the bank several days after the cancellation had already been in place. Office manager confirmed that the check had been deposited and wanted proof from my bank or a returned check, otherwise my refund was going to be delayed because she would have to wait for her doctor to give her confirmation that the money was in their account. She works out of the same office and I found this to be a little odd, but followed through with her instruction to provide the proof. She confirmed that was all she needed to issue a reimbursement. Days later received a message stating that a $50 fee would be charged for the cancellation. Providers office manager has admitted in writing that she failed to mention the policy during the refund discussion. I have requested a copy of the signed acknowledgement of said policy or terms of service which legally grant them the right to this fee which the patient was not made aware of and the physician's office has not. They are only willing to issue a refund less the $50 fee that they decided upon days after agreeing to reimburse the amount that was cashed although the procedure was almost immediately cancelled. Physician's office stated that the fee was for the administrative time with scheduling the patient for procedure. A cash consultation fee of $120.00 was paid initially and patient was not informed that if the office made the appointment scheduling, they would incur any kind of fee.