Aurora Health Care, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below.In order to resolve this issue, Aurora Health Care sent me a document which requires that I sign and acknowledge that I am Yoon [redacted]'s legal representative (Aurora is misspelling her name).  I am in no way her "legal representative".  I am only a member of her host family and the person who gave her a ride to the appointment.  I cannot and will not sign such a document.  I believe that by choosing to use the Revdex.com to resolve this issue, I am inherently giving Aurora permission to resolve this matter using the Revdex.com website.  Adjusting this bill to the $40 amount that the student, the student's family, and I were quoted for this doctor visit should not be a difficult matter for Aurora to achieve.  Also, Aurora's billing collections department is constantly calling my cell phone and harassing me to pay the full amount of this bill.  Even when I try to politely explain what happened, they don't listen and don't care.  I would like this to stop immediately, and I would like someone to contact them about adjusting the bill to the $40 amount we were quoted.  This is what should happen, and I don't understand why anyone needs to jump through hoops to do it.  
Regards,
Natasha [redacted]

Revdex.com of Wisconsin
February 27 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com personnel,
 
From the limited information available, it appears [redacted] may not be aware that our billing system attempts to apply payment to the oldest date of service first so a payment...

may not be applied as intended. We also attempt to not bill a patient until a claim has been processed by their insurance first so depending on how long that takes, it's possible that specific visits or charges may not be billed in the sequence they occurred in.
Unfortunately we have been unable to reach [redacted] to discuss her concerns in greater detail so the attached letter has been sent to her. Please accept this feedback as a resolution to her complaint.

Revdex.com of Wisconsin
January 20 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com personnel,
 
Unfortunately [redacted] has again rejected our response to her complaint but there is no new or additional information that we have to share. We have already provided a detailed summary of the events surrounding the payment in question and our immediate response, the funds inadvertently withdrawn from their account were returned and all this activity took place nearly three months ago. We sincerely apologize to [redacted] and [redacted] once again for any hardship they may have endured but there is simply nothing more that we have to say on this matter.

I had a biopsy performed at Aurora Health Care which the doctor said would be relatively pain free. He walked into the room and told me to roll onto my side, inserted a device into my rectum, told me I would receive some minor pain as he was injecting a local anesthetic, and proceeded to perform the biopsy. This procedure was one of the most painful experiences of my life. When he was finished he removed a device from my rectum, said "You can put your pants on and go home now." and walked out of the room. I grabbed a tissue from a tray, cleaned the blood and crap (and whatever else) from my butt put on my pants and the intense pain stopped about fifteen minutes later as I waited for my ride to go home.

A few hours later the pain came back, and that evening I called the clinic. The doctor subsequent wrote two scrips for antibiotics but did not have the time to look at my swelling testicals. I was never one to use many pain killers but I ask this Urologist multiple times to help with the pain because 4000 mg a day of Tylenol just wasn't taking care of the problem. He simply would raise his head, stare off into space. He would not reply. I finally went to an acupuncturist because my primary care physician would not address the pain issue as well.

I ask for a test to be performed on the biopsy results to assess the tumor growth rate but the Urologist looked blankly into the air, ordered another biopsy, and prostate scan and told me that all future scans had to be performed by Auora.

I am more afraid of the cold crass abuse by these physicians and their mutual support of one another, than by the disease. I am not a patient I am a victim. There is no respect.. The disease offers me more life quality than the treatment.

I am afraid and don't know where to turn.

While Aurora Health may offer acceptable health care, their billing and business practices are poor. They do not answer letters of inquiry about charges. When one contacts them by phone, they don't know answers except to dun one for money. Accept their invoices or they will just turn one over to a collection agency. They will never explain their invoices for services.

Review: After finding out that my annual doctor's appointment in 2014 was coded as an "office visit"/follow-up to an existing condition as opposed to an "annual physical", and therefore, not covered by my insurance, I decided to be proactive with my 2015 appointment to ensure it was coded as an annual physical. I called months in advance of my April 2015 appointment to request it to be shown as an annual physical and to request that it also be coded as such. When I arrived for my appointment, the receptionist said, "You're here for your annual physical?" I said yes. The nurse had me change into a gown and I had a physical. My doctor put in a lab order for me as well, but I didn't make it to the lab (I learned from last year when I had to pay for the appointment and all the lab work that I needed to wait and be sure my appointment was coded correctly this year). I received my bill from Aurora a couple weeks ago and was charged, once again, for an office visit (not an annual physical, which would have been fully covered by my insurance). I then called my insurance company to confirm the appointment was coded incorrectly and they confirmed it was coded as an office visit (the insurance man told me it was as if I just didn't feel good that day and went to the doctor). So, I called Aurora to see about getting the coding changed. I was told, same as last year, that it would be referred for coding review. Today I received a letter from Aurora saying my case was reviewed and the documentation they reviewed supports that my service was coded and charged correctly, so they will not be making any changes to it. That is completely absurd. Like I said, I called in advance and said I wasn't coming unless this was coded as an annual physical. Aurora needs to stop their shady billing practices and do right by their consumers. I will be calling my doctor's office to tell her she's losing a patient if this isn't corrected.Desired Settlement: I want the visit re-coded as an annual physical because that's what it was. Then it needs to be resent to my insurance company so that they will cover it fully. Also, if my doctor still wants me to get lab work done, I want assurance that the lab work will be tied to my annual physical and that I won't be charged for it (since a bit of time has passed between my April 20 appointment and now, I worry that I'll be charged separately for the lab work).

Business

Response:

Revdex.com of Wisconsin

Review: I have a few different issues. The health care provider failed to bill me timely for services provided in the fall of 2013. I was billed almost a year later in which for the untimely manner I am not able to use my flex spending. Additionally, other services have come due for payment in which I have paid for, and the health care facility has MISAPPLIED my payment for the oldest balance due.

Therefore I am now 'required' to pay for services that were disputed for being unreasonably billed late, and money was misapplied.

This is unacceptable, and this is NOT the first time I have issues with this health care facility. I have an extremely hard time going to anyone associated with this organization!Desired Settlement: I would like to see their practice of billing be reevaluated and audited. The organization should bill clients timely, and apply payments accordingly so if there is a dispute, the sole dispute remains outstanding until it is resolved.

I refuse to pay for something in which I could have paid for using my flex spending for. But as a result of their incompetence, I have no other recourse, except to eventually go to collections as a lack of their irresponsibility.

Ultimately I am looking for Aurora Health Care to waive my bill that I have not paid for, but they have 'misapplied' my payment for.

Business

Response:

Revdex.com of Wisconsin

February 5 2015

RE: Aurora Health Care complaint [redacted]

Revdex.com personnel,

Attempts to reach [redacted] have been unsuccessful so the attached letter has been mailed to her today. Unless she contacts Aurora, we respectfully ask for this complaint to be closed since we haven't been able to reach her.

Review: I met with an orthopaedic doctor for ten minutes regarding a broken bone in my foot. The doctor looked at but never touched my foot. Nobody else at the clinic touched my foot. I had previously met with a doctor at a walk-in clinic where X-rays were taken and I was given a walking shoe. Those charges were billed and paid for. The orthopaedist simply told me the bone would heal in time and I could use it to the extent it didn't cause any pain. On the explanation of benefits pertaining to the visit with the orthopaedist were charges for "Office Visit" and "Surgery." When I called about the "Surgery" charge of $1,021, I was told this was considered "global fracture care." Nobody I spoke to could give me a good explanation of what this meant but essentially it covered all future care related to the broken bone. I anticipate no further care.

As no actual "care" was provided, the charge seems fraudulant.Desired Settlement: Removal of "Surgery" charge.

Business

Response:

Revdex.com of Wisconsin

Review: My husband made an appointment with Aurora Medical Group's West Allis Physician Tower location. The appointment was to establish himself as a patient with a doctor so he could get yearly physicals. The office charged this visit as "Weight control or obesity treatment" and charged us $300 which is not covered by insurance. I have called the office three times and asked them to change the coding because he was not there for obesity treatment he was simply there for a yearly exam. They have not changed the coding for us.Desired Settlement: I would like this office visit coded as yearly physical so that our insurance will pay it.

Business

Response:

Revdex.com of Wisconsin

November 5 2014

RE: Aurora Health Care complaint [redacted]

Revdex.com personnel,

We have spoken to [redacted] regarding her complaint and informed her of the steps we have taken to resolve it but ultimately, the $300 balance in question remains.

There is no disagreement that her husband [redacted] came to Aurora as a new patient looking to establish care with a doctor but the details of [redacted]'s visit also contains record of in-depth discussion between he and the doctor of [redacted]'s weight. As explained to [redacted], the coding for a doctor visit is based on the details of the visit itself and not just the scheduled reason for the visit. In this case, since there was a lengthy discussion of [redacted]'s weight and associated factors, the coding is correct and can't be changed. It must also be stated that it is both unethical and illegal for a health care provider to code a visit for the sole purpose of payment from an insurance company.

Based on the findings of our professional coding review we appealed the denied claim, provided medical records to their insurance for reconsideration and follow up with their insurance by phone but despite those efforts the denial was upheld. [redacted] was given this information and encouraged to file an appeal separate from Aurora's. She was also given the option of an interest free payment plan to pay the balance over time; she agreed to the appeal but declined the payment plan offer without indicating if payment would be made.

Having exhausted our options with their insurance and presenting all remaining options to [redacted], we respectfully consider this matter to be resolved and ask for the complaint to be closed.

Consumer

Response:

Review: On 12-11-14 Dr. Rosol, Aurora Health Care due to a wellness visit order a Mammogra, x-rays, bone density. All were covered at 100%. The Bone density )12-16-14 was miss coded and Aurora will not change codes to make it a wellness screening and will not be paid at 100%Desired Settlement: Should be reprocessed as wellness screening and covered at 100%

Business

Response:

Revdex.com of Wisconsin

Review: Aurora is a contract provider for EyeMed Vision Care. Aurora provided a covered service to me in the amount of $56. Per Aurora's contract with EyeMed (as documented on the Explanation of Benefits provided to Aurora), the covered charges were $16 and the patient responsibility was $40. I subsequently paid Aurora $40. However, they are attempting to "balance bill" me for the remaining $16 that their EyeMed requires them to write off.Desired Settlement: I request Aurora honor their contract with EyeMed and discount the $16 charge (i.e., credit that amount back to my account - resulting in a zero balance). Account number 2958.

Business

Response:

Revdex.com of Wisconsin

April 22 2014

RE: Aurora Health Care complaint [redacted]

Revdex.com,

[redacted] believes $16 billed to him should be written off as discount provided by his vision insurance. We have reviewed his concern but due to [redacted]'s insurance denying the claim he would not receive the contractual discount he's expecting. Insurance discounts are not applicable to denied claims so he is responsible for the $16 balance and Aurora will look to him for payment.

Messages were left for [redacted] at the home and work phone numbers but his work voicemail indicated he will be out of the office. Having completed our review and with this response to you, we respectfully consider this matter to be resolved now.

Consumer

Response:

Review: I needed a 10 panel drug screen for graduate school. I called my insurance company and they informed me that they would not cover this test. I emailed a representative from the Aurora website and told her that my insurance would not cover this test and requested a price quote. She replied in an email with a quote of $48 - $50. On January 14th, 2014, I went to the Aurora Lakeshore Medical Clinic for a physical, drug test, and needed immunizations. I told the laboratory technician that my insurance would not cover this test.

The clinic submitted the bill to my insurance, and they paid the cost of my physical (which they said was covered) but of course rejected the drug screen. I received a bill from Aurora saying that the drug screen price was $1,056.00. I realized that this must be an error and I contacted the billing department immediately. They said they would submit it to be audited. Meanwhile, I discussed with other classmates that went to Aurora clinics their price, and the most any of them paid was $108 which was from someone who went to this EXACT clinic (most paid the $48 which I was quoted). The one classmate who paid $108 at this clinic shared with me that hers was coded differently than mine and she had requested the same exact test (10 panel drug screen) that I had.

I have spoken with at least 7 people including many levels of supervisors, and no one can explain why the prices are so drastically different. They just come up with various excuses as to why the cost is so much. One person told me it was because the bill was submitted to my insurance and that was why they were charging so much – they said if it wouldn’t have been, it would have only have been $48.00! Another person said it was because I didn’t go to the exact Aurora location that I got the quote from, while another said ALL Aurora clinics charge the same amount. Then another person blamed it on the doctor’s orders.

When I ask to speak to the people that did the actual review, all they will tell me is that "Someone" has reviewed it and determined the price is correct and they refuse to go into further detail.

I have spent at least 6 hours on phone calls and have been continually passed from one person to the next and some of them have been very rude. I don't understand how I can be quoted one price and be charged 21 times that amount. I am a student and on a very limited income, if I would have been quoted the $1,056 price in the beginning, I never would have come to this clinic. I have talked to various health care professionals including some at this clinic, and they have all been shocked by this price and the way that I have been treated.Desired Settlement: I would like the price of my drug screen to be adjusted to the $48-$50 I was originally quoted.

Business

Response:

Revdex.com of Wisconsin

Review: [redacted] made an eye Dr. appointment in early December, 2014 with a doctor our family has seen many times over the years. [redacted] couldn't be seen until after the new year. We were told to call before we came out as insurers were currently under negotiations and right now we weren't covered for January 1, 2015. [redacted]'s appointment was 1/29/2015. He called before going and was told we were insured by both the doctor and receptionist. Upon looking at glasses after the appointment, the woman in that department told us we weren't covered. [redacted] immediately left. In the meanwhile, I ([redacted]) and our son went to an eye care place where we did have coverage. Our bills were $67 as new patients, however covered by insurance. After a bill of $260.50 for [redacted] and several calls to Aurora, human resources and the insurance company we found out we were indeed not covered. Aurora took no responsibility for this error on their part. I then simply asked for them to give us the discounts they typically give insurance companies. They said "no" because they have contracts with insurance companies. They reluctantly offered me a $25 discount after repeated calls on my part and many promises on their part to call me back (they did not-EVER!). They said the bill was so high because [redacted] was coded as a "new patient". He was NOT a new patient but hadn't been in their office for about 2 years. I explained that he is a healthy guy who only sees the eye doctor when he has vision problems. After all, isn't that what we're supposed to do to save money for the insurance companies? They explained it is common practice to code that way (in all of the health care field) when patients aren't more regular. Common practice or not, this is just a way to collect more $$. That doesn't make it the RIGHT practice.Desired Settlement: I would be happy to pay for these services but a fair amount. $235.50 (their reduced offer) is still an exorbitant amount of money for a $67 eye exam. They explained I could let it go to collections and negotiate an amount. What sense does that make? We both lose that way. They lose their money and I get a credit ding. The only winners are the collection agency. I'm not sure why discounts are offered to insurers but not to me. I am the one who pays the insurer. I have accepted a payment plan to keep this out of collections at this point. I do not plan on paying anything however, until this is responded to.

Business

Response:

Revdex.com Personnel,

Review: I visited the doctor on 3/22/13 to have what I thought was a wart removed from my foot. It turned out to be a callus and they shaved it down in 2 minutes. When I received the bill ($329.12), I thought it was a little excessive so I called to ask about it. They informed me that it was what is was, however I had a credit of $145.91 in my account. I said that was great and that I wanted a new bill showing the credit and what I owed. Over the next several months, I kept getting the same bill for $329.12. I called several times and for a couple of months, they couldn't find the credit any more but they'd look into it and get back to me (they NEVER called me). I continued to call them until someone found the credit again. I once again asked for a new bill. I never got it. Then in October, I received a letter from a collections agency for $329.12. I immediately called Aurora and they said they'd look into it and look to remove this from collections so it wouldn't effect my credit. To this date, I do not have a bill showing what I truly owe and now they're saying they will not remove it from collections. They are also sayging that they won't send me anything in writing showing what I truly owe. They made the mistakes, why should my credit suffer because of that?Desired Settlement: I will pay this bill immediately ($183.21) once they get me a correct bill and confirm (in writing) that they will clear this from collections and get it off my credit report.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I did have a chance to talk to someone from corporate at Aurora medical yesterday. She was able to take care of my issue. Thank you so much for your help!

I've been very ill for four months now, seeing a few doc's and had many tests. Came down to having my thyroid destroyed by a pill, witch I was not in favor of, but my doc. said it should be ok. The orders sat on another doc. desk for three days, without even looking at it. I called, emailed and asked about what is going on, no reply. Months, weeks and days go by, hardly any information on what is going on with me and what are my options. I had to look them up on the inter/net. I felt very mistreated and voiced my thoughts.
I get a call form my doc., said I should not have voiced my thoughts ( I said, I would not treat my dog like this ) then tells me I have to see someone else and all that is setup for me is no longer going to happen. Now wait some more, see other doc. and on and on, regardless of my condition.

Review: I received a service from Aurora Healthcare in May 2015. I received my first bill in July 2015. I set-up a payment plan at that time. In October 2015, I received a bill from Aurora. I looked through my bank records and noted that Aurora had only automatically withdrew 1 payment from my account in July 2015. I made an online payment to Aurora in October 2015. I received no further correspondence from Aurora in November. In December, I made another payment using the online system.

In January and February, I was unable to make payments to Aurora Healthcare online as the online system indicated that my account number was invalid. In February, I received a notice from a collections agency that Aurora Healthcare had submitted my debt to them. I received no notice from Aurora that they would be submitting my debt to collections.

Moreover, the mail correspondence that I did receive from Aurora healthcare was sporadic (did not arrive each month), frequently contained another family member's name, and the bills included different costs - sometimes the bill indicated $200 and other times, the bills indicated $800.

I have contacted Aurora healthcare about my concerns and have waiting on the phone for over an hour and a half. Each time, Aurora insisted that they have documentation of the mail correspondence that they mailed, however, I received only 3 statements from Aurora over the past 8 months, and no statements indicating that there had been a problem with my account. The latest information that I received was that Aurora had informed me of my bill going to collections on the December bill, however I believe that this information was falsified, so as not to admit mistakes on Aurora's part.

My concerns: 1. I did not receive correspondence about my bank account not being able to be billed after setting up an automatic account. 2. I did not receive regular bills in the mail. 3. Online bill payment system not in service in order to pay my bill. 4. Upon calling customer service, I have waited between 30 mins - 90 mins on the phone. 5. I was double billed for the same service-however I am not disputing charges, as I just want to be done with Aurora Healthcare.Desired Settlement: I want my account removed from the collections agency as soon as possible to not negatively affect my credit rating. In exchange, will set-up automatic bills to have my debt liquidated in 3 months.

Business

Response:

Complaint [redacted] was received in our office yesterday March 1. Our acknowledgement letter and consent form was mailed to the complainant [redacted] today.[redacted]Aurora Health CareCustomer Service Representative III3301 W. Forest Home Ave

Consumer

Response:

Review: After a hospital visit by my wife, insurance left us with an outstanding bill of $4723.43.

I spoke to the billing department at the hospital on 10-APR-2015 and was given a payment plan of $197 a month for 24 months to pay off this bill. I chose to round this up to $200 a month for convenience. After six months and $1200 in payments, part of my account was sent out to a collection agency. I spoke to the hospital again on 02-OCT-2015 and was told that they can see I spoke to them on 4/10 and also that I have been making payments, but that my account was “unprotected” (their arcane terminology) and therefore they had no choice but to send out $3080.07 for collections --- but they would still like me to please pay off the remaining balance at a rate of $200 a month.

When I asked for documentation of our payment plan in writing they refused, insisting that they do not provide agreements in writing. That’s correct, they actually told me that they do not provide any agreements in writing. I do not think it’s an accident that they do not provide anything in writing. The Revdex.com file on this company shows >80% of the issues are related to billing, not quality of care or service. By not providing things in writing they can avoid any accountability.

I have continued to pay the hospital at a rate of $200 per month to pay off the balance that is still on their books. However we are also getting constantly bothered by a 3rd party collection agency demanding immediate payment of $3080.07.

I would like the hospital to remove this matter from the collection agency and also remove any negative credit reporting activity on this matter since it was their mistake that caused it.Desired Settlement: I would like the hospital to remove this matter from the collection agency and also remove any negative credit reporting activity on this matter since it was their mistake that caused it.

Business

Response:

Consumer has been sent the consent to release information form.

Review: On 6/30/2014 I visited Aurora Urgent Care on North Van Buren street. They did ex rays and told me my finger was broken. She told me to see a Hand Specialist in about a week. With the type of insurance I have through my job, we have to get a referral from a primary care physician before we can see a specialist, or it will not be covered by insurance. I called my primary care physician in the hope that I could get the referral without seeing her, as she is in the Aurora network as well. This is what my job recommends to try and save money on co-pays. The doctor refused and said I would have to set an appointment to see her. So that is what I did. On 7/16/15 I finally got in to see her and I was there for all of 4 minutes for her to touch my finger and give me a referral. No ex rays, no tests, no nothing. To my surprise, I received a bill for $171 for this visit, on top of the $30 co-pay that I paid. I tried to work this out with Infinity Benefit solutions, a third party my job uses and she let me know there were some issues with the coding. It was showing I visited an urgent care in New Berlin and she didn't see the Primary care physician visit was even submitted to the insurance. I called Aurora and she told me the same things and that she would look into and call me back. I never received a call so I called them back and I was told that the location that billed didn't matter and that the visit to my primary physician was billed to my deductible. I tried to explain to the lady that the bills I received from Urgent Care and the Hand Surgeon were less COMBINED than this bill. The Urgent Care and the Hand surgeon both ran test, gave me ex rays, and gave me stints/supplies. The primary physician touched my finger. How could I receive a $65 bill from the surgeon and a $171 bill from a lady who gave me a piece of paper? I tried to ask what procedure wasn't covered and how can they justify this bill for doing nothing in 4 minutes. She basically told me none of that mattered.Desired Settlement: Retract bill they sent for $171 for the 7/16/14 date of service

Business

Response:

Revdex.com of Wisconsin

Review: I continue to receive a bill for office visit on 12/12/2012 for the amount of $298 during which a vaccination was administered. Another charge for $8.78 is for a visit on 1/10/2013 - the date of my annual physical, I believe. Both visits were for preventative care, and this should be covered at 100% by insurance. They were previously paid by insurance, but then some medical codes were changed, and the insurance reversed the payment. The insurance agreed that the vaccination and annual physical should be covered at 100%, and said to have Aurora re-bill with a different billing code to get this paid. Aurora spent the greater part of 2013 looking into this issue, and finally [redacted] was able to escalate the issue on 10/2 to get someone to look into this! The bill is from almost a year ago! How much have you successfully billed me and my insurance company since then!Desired Settlement: These charges should be re-billed with the necessary medical codes to show they were preventative care, or the charges should be written off. I had part 1 & 2 of this vaccination at a different healthcare provider, and there were no issues! They were paid in full!

Business

Response:

Revdex.com of Wisconsin

December 16 2013

RE: Aurora Health Care complaint [redacted]

Revdex.com,

After contacting [redacted] he re-stated his complaint that he believes he was billed incorrectly and continues to say his insurance tells him he was charged for his 12/12/12 visit due to how it was coded.

Multiple reviews of [redacted]'s account have been completed and the findings have consistently been that his visit was billed and coded correctly. We also sent an appeal with the physician's notes to further substantiate the charges to his insurance March 1 2013 and after speaking to him, his insurance was called to explain the denial. According to UHC the charge was denied due to [redacted] being past 26 years old and he was then immediately contacted and given this information. He says he was never given this explanation previously but it was also suggested he verify this with the insurance himself, do his own appeal of the denial and if necessary seek assistance from the state Commissioner of Insurance.

Since the billing has been verified to be correct again, we respectfully consider this matter to be resolved.

Consumer

Response:

Unless this charge has been written off by Aurora, I don't believe this issue resolved. It is not reasonable or responsible to administer medical services that may or may not be covered by insurance. Expecially as $300 a pop. As mentioned, the first two shots were covered. I'm not sure what Aurora billed differently, but I'm having issues with Aurora and not with the previous provider.

If this cannot be paid by insurance, I would ask that it be written off by Aurora. I have been a customer of theirs for YEARS, paid all bills on-time, until this issue. I would ask that it be written off as a sign of goodwill.

Review: I HAD SURGERY LAST FEB, THEY BILLED MY INSURANCE INCORRECTLY, IT TOOK MY WIFE COUNTLESS HOURS TO GET IT CORRECTED. THEY ALSO BILLED MY WIFE FOR SOMEONE ELSES CHARGES, INCORRECTLY. WE JUST RECENTLY RECEIVED ANOTHER BILL FOR $1809.36 WE EMAILED 3 TIMES AND SENT A LETTER REQUESTING ITEMIZED BILLING WHAT WE HAD PAID FOR DURING THE YEAR, AND WHAT THE INSURANCE DID AND DID NOT PAY. WE DID NOT GET A RESPONSE. WE HAVE BEEN MAKING PAYMENTS ON ALL THREE ACCOUNTS, 4 PAYMENTS WERE MADE IN SEPTMEBER AND 2 PAYMENTS IN OCT. LAST PAYMENT MADE 2 WEEKS AGO, HOWEVER WE GET A LETTER FROM AMERICOLLECT STATING WE ARE IN COLLECTIONS. THE ACCOUNT DID NOT MATCH OUR ACCCOUNTS WE HAVE WITH AURORA #114137619. NOT SURE IF IT IS FRAUD, BECAUSE IT IS NOT ONE OF OUR ACCOUNT NUMBERS. WE HAVE BEEN PAYING ARE BILLS HOWEVER MY HUSBAND WAS OUT OF WORK FOR 4-5 MONTHS AFTER THE SURGERY WE NEVER RECEIVED NOTIFICATION OF IT GOING TO COLLECTIONS, WE THOUGHT IT WAS THE LAW. WE ARE NOT HOME DURING THE HOURS CUSTOMER SERVICE IS AVAILABLE, WHEN I CALLED DURING MY LUNCH, HE SAID HE COULD NOT HELP ME TO CALL CUSTOMER SERVICE, I THOUGHT I JUST CALLED CUSTOMER SERVICE, MY LUNCH WAS OVER SO I COULD NOT CONTACT THEM AGAIN AND HOPEFULLY HIT THE RIGHT BUTTON FOR SERVICE. NO ONE HAS EVERY CONTACTED US REGARDING OUR BILL, THE LACK OF CUSTOMER SERVICE OR NO CUSTOMER SERVICE IS AMAZING.Desired Settlement: COPIES OF ALLL PAYMENTS FROM US, COPIES OF ALL CHARGES WHAT THE INSURANCE PAID AND WHAT THEY DID NOT PAY AND WHY. A COPY OF THE LAW REGARDING SENDING SOMEONE TO COLLECTIONS AND A COPY OF THERE POLICY REGARDING CONTACING ACCOUNTS WHEN THERE IS A PROBLEM.

IF THERE IS A BALANCE WE WANT TO CONTINUE TO PAY OUR BILL ON A MONTHLY BASSIS, LIKE WE WERE DOING.

WE FEEL BECAUSE OF 2 BIG MISTAKES IN THE PAST AND THE LACK OF CUSTOMER SERVICE THEY OWE US AN APOLOGY AND THEY NEED TO MAKE IT RIGHT. WE SPENT COUNTLESS HOURS ON THE PHONE DUE TO THERE MISTAKES IN THE PAST.

Business

Response:

Revdex.com of Wisconsin

October 30 2013

RE: Aurora Health Care complaint [redacted]

Revdex.com,

[redacted] (wife) believes this account was placed in collections without proper warning and that Aurora failed to provide proper Customer Service before doing so. She also says mistakes were made billing the insurance and they were paying the bill before collections placement.

There is no record of any corrections necessary for the original submitted claim and [redacted] was reminded that the insurance provides an explanation of benefits so there is an opportunity to compare amounts charged to amounts paid. It was also explained to [redacted] that anytime an account has a balance, a payment plan must be established to avoid being placed with collections if the billed balance can't be paid in full; there is also wording on the bill that contains this same message. Patients are billed for six months before being assigned to a collection agency so there is ample opportunity to establish arrangements before that final step is taken. Once placement does occur, all payment and arrangements are facilitated by the collection agency directly and within the first 30 days there is no negative impact to credit.

Despite this information being provided to [redacted], she says she won't contact the collection agency because she still feels Aurora placed the account with collections incorrectly and no one told her a payment plan was necessary. She spoke while on break at work and didn't have much time to talk but was given my direct contact information for future follow up. At her request, a detailed bill for the visit in question was mailed to the home but if she refuses to contact the collection agency and discuss payment options there is no other alternative available to present. Therefore, we consider this matter to be resolved.

Consumer

Response:

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

Complaint Detail