Springfield Psychological

April 10, 2017Dear [redacted] ,In response to your letter dated April 5, 2017, I wanted to respond to the above referenced complaint.After speaking with and listening to the patient about his experience with us, the problem indicated in the above referenced complaint has been resolvedYou'll find a copy of an email that I sent to the patient, after we spoke by phone, which contained a copy of an audit log indicating that the patient did not have an appointment on 4/10/Additionally, to address that the complaint of illegally taking money out of the patient's bank, you will also find a copy of the completed/signed Psychiatry Appointment form by the patient, which provides us with his authorization to charge his credit card in specific instances.We continue to strive to provide an excellent level of service at Springfield PsychologicalWe will continue to meet with staff and share examples like this so we can all learn how to handle Such situations better in the future.If you need any additional information, please feel free to contact me at ###-###-####, ext, **.Sincerely,Dawn BDirector of Operations

April 21, 2017Dear [redacted] ,In response to your letter dated April 13, 2017, I wanted to respond to the above referenced complaint.After speaking with and listening to the patient today about his response to my letter dated April 10th, 2017, the problem indicated in the above referenced complaint has been resolvedYou'll find a copy of an email that sent to the patient which contained a copy of a receipt indicating a credit to the patient's credit card in the amount requested.We continue to strive to provide an excellent level of Service at Springfield PsychologicalWe will continue to meet with staff and share examples like this so We can all learn how to handle such situations better in the future.If you need any additional information, please feel free to contact me at ###-###-####, ext***.Sincerely,Dawn BDirector of Operations

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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] ***

October 24, 2016Dear Revdex.com, We received your letter re the above referenced case ID numberThe issue has been resolved and in fact was resolved the day prior to receiving you letterThe complaining party had received a full refund of disputed monies.As a point of fact, the complaining party was never our customer (patient)The complaining party had given her credit card number to her adult daughter as we require of our patients that they secure appointments with a valid credit cardPatients sign a form indicating their agreement that the credit card will be charged for unpaid appointments, appointment no shows or late cancellationsThe patient in question signed these formsThe patient had given our staff the credit card number to useAgain, this is our company policy and patients agree to this policy in writing before they use our servicesWe believe that this policy is indeed both ethical and legal, and, in fact, many healthcare facilities have adopted this policy.The patient had missed a scheduled appointment and was aware of the feeThe patient was also aware that the credit card she put on file would be usedAnd So, we believe the problem in existed between mother and daughter.Nevertheless, the complaining party received a refund by us of the disputed charge on her credit card last week.Sincerely,Vincent BPhDChief Executive Officer

October 24, 2016Dear Revdex.com, We received your letter re the above referenced case ID number. The issue has been resolved and in fact was resolved the day prior to receiving you letter. The complaining party had received a full refund of disputed monies.As a point of fact, the complaining party was...

never our customer (patient). The complaining party had given her credit card number to her adult daughter as we require of our patients that they secure appointments with a valid credit card. Patients sign a form indicating their agreement that the credit card will be charged for unpaid appointments, appointment no shows or late cancellations. The patient in question signed these forms. The patient had given our staff the credit card number to use. Again, this is our company policy and patients agree to this policy in writing before they use our services. We believe that this policy is indeed both ethical and legal, and, in fact, many healthcare facilities have adopted this policy.The patient had missed a scheduled appointment and was aware of the fee. The patient was also aware that the credit card she put on file would be used. And So, we believe the problem in existed between mother and daughter.Nevertheless, the complaining party received a refund by us of the disputed charge on her credit card last week.Sincerely,Vincent B. Ph. D. Chief Executive Officer

April 10, 2017Dear [redacted],In response to your letter dated April 5, 2017, I wanted to respond to the above referenced complaint.After speaking with and listening to the patient about his experience with us, the problem indicated in the above referenced complaint has been resolved. You'll find a...

copy of an email that I sent to the patient, after we spoke by phone, which contained a copy of an audit log indicating that the patient did not have an appointment on 4/10/2017. Additionally, to address that the complaint of illegally taking money out of the patient's bank, you will also find a copy of the completed/signed Psychiatry Appointment form by the patient, which provides us with his authorization to charge his credit card in specific instances.We continue to strive to provide an excellent level of service at Springfield Psychological. We will continue to meet with staff and share examples like this so we can all learn how to handle Such situations better in the future.If you need any additional information, please feel free to contact me at ###-###-####, ext, **.Sincerely,Dawn B. Director of Operations

[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 as Answered] Complaint: 12074711I am rejecting this response because:I am rejecting this response as there are several items that are incorrect. My history with the office in the log they provided actually proves that I am a responsible client payng all co-pays at the time of my appointments, or arranging payment with my clinician.(1) Recently when I requested medical services I was given an appointment by the office that was not the service I requested. I specifically requested medication management, and found out I wasscheduled in the wrong office. I found out this out through  a provider of the agency. I called immediately to correct their error and they gave me another appointment one month away. I was clear with them that I had already been waiting and was running out of medications. At that time they said they only had that date and I could not be seen sooner.They blamed me (an emerging pattern)(2) They withdrew $170 from my checking account without any communication. Someone in their office communicated the wrong appointment date. This is human error. Input of one date and communicating another. I saw the withdraw from my account and was concerned. They have a policy of not accepting patients without full access to an account to withdraw money following provided services, not somethingused standard in healthcare. The majority of our medical providers commuicate and confirm when accessing a financial account either by postal service or an email. Their contract does not say they will deduct money without notice for office clerical error. This is fraudulent and bad business. The amount of office errors made in the time my family has been receiving clinical services is alarming. Their clinicians are outstanding.Office professionals should have quality customer service and profesional courtesy. Offering me $85 when they stole $170 is not good business. It is only confirming their mistake and hoping I will not pursue this issue. *They need to refund the incorrect charge at full fee. Refund the full amount.*Not use my bank account without an email, phone call or letter. The policy does not state they have full access to my account. It says for services.I would like them to correct their mistake today, as right now my wife and I have cancer and we're raising several disabled children one with autism. They just need to fix this issue, address the communication problems in their office, clarify their policy form and communicate any financial contact with my bank account. You can't just take peoples money and call them liars. It is a disgrace. They are in the healthcare and human services field. Of course an apology from them is indicated....that's just professional courtesy.Thank you to the Revdex.com. I am grateful for your assistance with this matter.Regards, John Pistilli

April 21, 2017Dear [redacted],In response to your letter dated April 13, 2017, I wanted to respond to the above referenced complaint.After speaking with and listening to the patient today about his response to my letter dated April 10th, 2017, the problem indicated in the above referenced complaint has been resolved. You'll find a copy of an email that sent to the patient which contained a copy of a receipt indicating a credit to the patient's credit card in the amount requested.We continue to strive to provide an excellent level of Service at Springfield Psychological. We will continue to meet with staff and share examples like this so We can all learn how to handle such situations better in the future.If you need any additional information, please feel free to contact me at ###-###-####, ext. [redacted].Sincerely,Dawn B. Director of Operations

March 22, 2017Dear [redacted],In response to your letter dated March 13, 2017, I wanted to respond to the above referenced complaint.After Speaking with and listening to the patient about her experience with us, the problem indicated in the above referenced complaint has been resolved. Both patient...

and her boyfriend thanked me for listening to them and stated that they appreciated how this was handled.During our phone conversation, apologized for the unsatisfactory experience the patient had with our organization. I asked the patient if a Solution to this matter would be for me to obtain her boyfriend's insurance information in order for us to bill for services from November 16, 2016, as originally requested. She indicated that this is a good solution by having her boyfriend contact me directly with his insurance information. After the patient's boyfriend contacted me to provide his insurance information, I apologized that his attempts to provide this information back in November were not responded to.We continue to strive to provide an excellent level of service at Springfield Psychological and clearly did not do so in this particular case. We will continue to meet with staff and share examples like this so we can all learn how to handle such situations better in the future.If you need any additional information, please feel free to contact me at ###-###-####, ext. [redacted].Sincerely,Dawn BDirector of Operations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]