Choice Care

To whom it may concern:Re: [redacted] and [redacted] I am shocked and insulted by the chain of emails I don’t know the parties representing the estate of [redacted] (***) and [redacted] I talked with them briefly but do not know them nor do they know me That said, I refuse to engage in what would appear to be blackmailI answered their concernsI promised that we would send a check for $and asked that they wait until my staff returned from her sick leave I have asked [redacted] to come back early only to write a check (and return home)She has agreed to help and that check was sent.I can not and will not speak to what I don’t know And the "he said" "she said" is ridiculous and cannot be settled by those who were not there for the conversation I know what my staff told me and I trust them implicitlyThis exchange is not respectful of who [redacted] and [redacted] were Their legacy will remain with me in my heart regardless They never had an unkind word for anyone and their respect for each other and for life made it easy to love and care for themThey would ask me to forgive their family As for money owed, the fact is the ***s owe meBut we will not ask for the $that we have forgiven That is not how we operate.It is time we let [redacted] and [redacted] rest in piece and their lives and legacy given the respect they rightfully earned Thank you for the opportunity to respond I only wish that the family is able to find peace [redacted] Visit our website at http://www.z-doc.com Choice Care Because it matters [redacted] , MD Private Medical Services Katella Avenue Suite # Los Alamitos, Ca 562-596- P [redacted] iphone 562-596- F ***@choicecare.md www.z-doc.com

This is documentation re: *** *** and refund request For Estate of *** and *** ***(***)
reference #
Mr*** called the office and spoke to receptionist
regarding a refund and left messageI returned the call and told him I would speak with Dr*** At that time I emailed Dr*** and was waiting a response
Then approximately a week later we received a pink slip in the mail for certified mail to be picked upI did not quite understand why they did not deliver to the office as they always did so I waited a few days to see if it would be deliveredWhen nothing came to the office, I went to the Post Office and was told the letter was not there yet and to come backThe next day I returned to the post office and it still was not thereI NEVER refused to pick up the letter nor did I sign anything saying refused
That same day Mr*** called the office and spoke to receptionist again saying we had refused the letter and that he had mailed a copy through the mailWe received the letter later that dayI was asked to call him I tried to call Mr*** but the person that picked up the phone hung up and when I called back I had to leave a message
The following day was a Friday and Mr*** came in and I happen to be up front and spoke with himHe accused me of refusing the certified letter I told him no I did not that it was unavailable He wanted to know when the refund would be available I told him that there would not be a refund He was very angryHe turned around and walked out
Mr***'s allegation that we refused to pick up the letter is not true, I never refused it nor did I sign any form refusing itDr*** never denied receiving the letter by mail either as he states in his complaint He said we never got back to him which is untrue again as I did speak with him once on the phone and another time left a message after he so rudely hung up on eIn his complaint he states that Dr*** only saw his mother five or six times which again is not trueDr*** was following Mrs*** all along in the hospital and at the office
His last comment about he did not receive documentation of services, it is my understanding that they were not asked forFurther, it is against the law to release personal records
Mr.and Mrs.*** (***) signed a yearly contract for our Choice care practice, there is a clause regarding death in the contract of which states " In the event of patient's death or early termination of this agreement the Annual fee may be forfeited and will be determined on a case by case basis dependent of the extent of the care provided."
Since Mr***'s death happened prior to Mrs.*** (***) and it was agreed with the family at time that $would be put on *** *** ***'s account towards her following year for choice care then should would owe less at her renewal in July, that $will be refunded to the Estate of *** *** ***
Under no circumstances would Dr*** try to "bilk the family of their rightful refund"
*** ***
Office Manager

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
I never called Doctor ***'s office to ask for a refund. I sent her a certified mail letter dated March 6, requesting a refund of funds for my deceased relatives who paid her $3,on July 16, for enrollment in her yearly program. Attached is a copy of the Postal Service attempts to deliver the certified letter to Doctor ***'s office. They attempted several times. The letter was not picked up at the Post Office. It was finally sent back to me this very week, unopened, undelivered. I paid to have it delivered, and of course no one would sign for it. Prior to this letter, back on November 5, 2013, on behalf of my mother, I sent a letter to Doctor *** requesting a refund of *** ***) ***'s prepaid part of the contract My step-dad's, balance of prepaid fees amounted to $1,300. The message in my letter was, either refund the money ($1,300) or add it to my mom's contract, which would stretch it out to the year 2015. However, my mom passed away on February 17, 2014. Had she not died, I was under the impression her health benefits with Doctor *** would be continued until May 2015. I don't know how in the world they came up with only $1,would be added to my mom's account. If my mother had lived, a new contract for $1,would then have had to be established in May 2015, which was my impression. My mom did pass away, however, on February 17, 2014, seven months into the contract that began on July 16, for her. Therefore, Doctor *** owes my family a refund of months of unearned pre-paid funds. Since my step-dad passed away on October 5th, 2013, and my mom (***) passed away on February 17, 2014, the amounts owed my family are prorated.
Furthermore, since Doctor ***'s office refused to pick up the Certified Letter I sent her on March 6, 2014, I sent her a copy of that letter via US regular mail, knowing she would get it, though she never acknowledged by a phone call or an email that she ever received it. I called her office only once and the receptionist told me that she had not received the Certified Letter, and I mentioned that she surely should have received the copy I sent her through the regular mail. Since, they were being really coy about the request for a refund and about being honest about receiving the copy of the original letter, I went through the whole request over the phone and I was told she would have to discuss it with the doctor. I never received a call back as the receptionist keeps stating. She said I hung up on her when she tried to call me. Now why would I do that, if I am requesting money back from them. She obviously called the wrong number. I don't have a record on my cell phone that she called me. I have an iphone that stores that information. That is the most ridiculous statement ever. On March 21, 2014, I was in the Los Alamitos City area because I had to pay the Funeral Director funds for my mom's funeral, so I stopped over at Doctor's ***'s office, since it was on the way home from Lakewood. I entered their office and asked the receptionist if the doctor had made a decision about refunding the money. The receptionist did not come to counter to talk to me, but was all the way on the other side of the office because I think she thought I was going to serve her with legal papers. From across the room she responded that the doctor felt, "she had done enough for my mother and extra stuff" and no refund was going to be made. I was upset, of course, anyone would be, but just turned around and walked out of the office. I did not say a word and did not make any gestures or scene, or anything. I was really upset at the unprofessional and unethical behavior that this whole office was presenting. And to think, my mother really liked them. My mother was years and liked everyone and thought this doctor was pretty good. It was unbelievable to me that the Doctor would not refund the money to a poor old woman who could barely scrape money together every year to pre-pay for services, she may not have received at age Especially, since we now have funeral and medical bills to try to pay and do the right thing for my mom. You would have thought this would be one situation where the Doctor decided to refund the full amount
Doctor *** states that the contract my parents signed was on a case-by-case basis - if the customer should decease before the contract period is up she gets to decide if she refunds the money. So she decided that after months and week that she was entitled to my step-dad's full amount of his part of the contract which had months and three weeks to go and my mom's prepaid contract had more months to go. My mom only went to see the doctor in January and February of when she became ill I was my mom's Power of Attorney since October of when my step-dad passed away because my mom said she did not know how to use credit cards and writes checks. She still was working in a factory up until three weeks before she died to try to keep up with her rent and bills and to keep busy.
Regards,
*** ***

To whom it may concern:Re: [redacted] and [redacted]I am shocked and insulted by the chain of emails.  I don’t know the parties representing the estate of [redacted] ([redacted]) and [redacted]. I talked with them briefly but do not know them nor do they know me.  That said, I refuse to engage in what would appear to be blackmail. I answered their concerns. I promised that we would send a check for $1000.00 and asked that they wait until my staff returned from her sick leave.  I have asked [redacted] to come back early only to write a check (and return home). She has agreed to help and that check was sent.I can not and will not speak to what I don’t know.  And the "he said" "she said" is ridiculous and cannot be settled by those who were not there for the conversation.  I know what my staff told me and I trust them implicitly. This exchange is not respectful of who [redacted] and [redacted] were.  Their legacy will remain with me in my heart regardless.  They never had an unkind word for anyone and their respect for each other and for life made it easy to love and care for them. They would ask me to forgive their family.  As for money owed, the fact is the [redacted]s owe me. But we will not ask for the $1250.00 that we have forgiven.  That is not how we operate.It is time we let [redacted] and [redacted] rest in piece and their lives and legacy given the respect they rightfully earned.
Thank you for the opportunity to respond.  I only wish that the family is able to find peace. 
[redacted]
Visit our website at http://www.z-doc.com  
Choice Care
        Because it matters..... 
         [redacted], MD      
                        Private Medical Services 
3771 Katella Avenue  Suite #108
Los Alamitos, Ca 90720
562-596-7584  P
[redacted]  iphone
562-596-4360   F
[redacted]@choicecare.md
www.z-doc.com

Review: My mother and stepdad paid Dr. [redacted] $3,900 for family membership in the Doctor's Choice Care Plan. Check was dated 7/16/13 and was check number [redacted]. My stepdad, [redacted] passed away on October 5, 2014, only two months and one week after he paid the doctor the family membership. My mother, [redacted] passed away on February 17, 2014. I am asking the doctor to refund the prepaid funds paid by my parents to the Estate of [redacted] and [redacted]. I sent Dr. [redacted] a certified letter, which she refused to accept. I then sent her a copy of that letter through the U.S. mail and she denied receiving it. I called her office and mentioned all of this and they said they would get back to me. They never got back to me so I went to their office yesterday, March 21, 2014. The office worker told me Dr. [redacted] is refusing to give my family a refund because "she did too much work for [redacted] and we did not deserve a refund." The contract was for a full year for both [redacted] and [redacted] regardless of how much work or effort she put into it. We are demanding a refund because [redacted] died only two months after he paid the doctor and my mom only saw the doctor about five or six times before she passed away. The doctor has not provided us a list of what services she is stating she provided.Desired Settlement: My family would like a refund from Dr. [redacted] for the 14 months that my parents pre-paid her for the contract. That would amount to $164.50 x 14, or $2,275. That would be ethical and reasonable based on the fact that my parents were patients of Dr. [redacted] for years and never required over and above care by her. It is despicable that someone who has known these two people for years, would try to bilk the family of their rightful refund, especially since we have hospital and funeral bills.

Business

Response:

This is documentation re: [redacted] and refund request For Estate of [redacted] and [redacted])

reference # 9980134.

Mr. [redacted] called the office and spoke to receptionist regarding a refund and left message. I returned the call and told him I would speak with Dr. [redacted]. At that time I emailed Dr. [redacted] and was waiting a response.

Then approximately a week later we received a pink slip in the mail for certified mail to be picked up.. I did not quite understand why they did not deliver to the office as they always did so I waited a few days to see if it would be delivered. When nothing came to the office, I went to the Post Office and was told the letter was not there yet and to come back. The next day I returned to the post office and it still was not there. I NEVER refused to pick up the letter nor did I sign anything saying refused.

That same day Mr. [redacted] called the office and spoke to receptionist again saying we had refused the letter and that he had mailed a copy through the mail. We received the letter later that day. I was asked to call him. I tried to call Mr. [redacted] but the person that picked up the phone hung up and when I called back I had to leave a message.

The following day was a Friday and Mr. [redacted] came in and I happen to be up front and spoke with him. He accused me of refusing the certified letter. I told him no I did not that it was unavailable. He wanted to know when the refund would be available. I told him that there would not be a refund. He was very angry. He turned around and walked out.

Mr. [redacted]'s allegation that we refused to pick up the letter is not true, I never refused it nor did I sign any form refusing it. Dr. [redacted] never denied receiving the letter by mail either as he states in his complaint. He said we never got back to him which is untrue again as I did speak with him once on the phone and another time left a message after he so rudely hung up on e. In his complaint he states that Dr. [redacted] only saw his mother five or six times which again is not true. Dr. [redacted] was following Mrs. [redacted] all along in the hospital and at the office.

His last comment about he did not receive documentation of services, it is my understanding that they were not asked for. Further, it is against the law to release personal records.

Mr.and Mrs.[redacted]) signed a yearly contract for our Choice care practice, there is a clause regarding death in the contract of which states " In the event of patient's death or early termination of this agreement the Annual fee may be forfeited and will be determined on a case by case basis dependent of the extent of the care provided."

Since Mr. [redacted]'s death happened prior to Mrs.[redacted]) and it was agreed with the family at time that $1000.00 would be put on [redacted]'s account towards her following year for choice care then should would owe less at her renewal in July, that $1000.00 will be refunded to the Estate of [redacted].

Under no circumstances would Dr. [redacted] try to "bilk the family of their rightful refund".

Office Manager

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.

I never called Doctor [redacted]'s office to ask for a refund. I sent her a certified mail letter dated March 6, 2014 requesting a refund of funds for my deceased relatives who paid her $3,900 on July 16, 2013 for enrollment in her yearly program. Attached is a copy of the Postal Service attempts to deliver the certified letter to Doctor [redacted]'s office. They attempted several times. The letter was not picked up at the Post Office. It was finally sent back to me this very week, unopened, undelivered. I paid to have it delivered, and of course no one would sign for it. Prior to this letter, back on November 5, 2013, on behalf of my mother, I sent a letter to Doctor [redacted] requesting a refund of [redacted]'s prepaid part of the contract. My step-dad's, balance of prepaid fees amounted to $1,300. The message in my letter was, either refund the money ($1,300) or add it to my mom's contract, which would stretch it out to the year 2015. However, my mom passed away on February 17, 2014. Had she not died, I was under the impression her health benefits with Doctor [redacted] would be continued until May 2015. I don't know how in the world they came up with only $1,000 would be added to my mom's account. If my mother had lived, a new contract for $1,900 would then have had to be established in May 2015, which was my impression. My mom did pass away, however, on February 17, 2014, seven months into the contract that began on July 16, 2013 for her. Therefore, Doctor [redacted] owes my family a refund of 14 months of unearned pre-paid funds. Since my step-dad passed away on October 5th, 2013, and my mom ([redacted]) passed away on February 17, 2014, the amounts owed my family are prorated.

Furthermore, since Doctor [redacted]'s office refused to pick up the Certified Letter I sent her on March 6, 2014, I sent her a copy of that letter via US regular mail, knowing she would get it, though she never acknowledged by a phone call or an email that she ever received it. I called her office only once and the receptionist told me that she had not received the Certified Letter, and I mentioned that she surely should have received the copy I sent her through the regular mail. Since, they were being really coy about the request for a refund and about being honest about receiving the copy of the original letter, I went through the whole request over the phone and I was told she would have to discuss it with the doctor. I never received a call back as the receptionist keeps stating. She said I hung up on her when she tried to call me. Now why would I do that, if I am requesting money back from them. She obviously called the wrong number. I don't have a record on my cell phone that she called me. I have an iphone that stores that information. That is the most ridiculous statement ever. On March 21, 2014, I was in the Los Alamitos City area because I had to pay the Funeral Director funds for my mom's funeral, so I stopped over at Doctor's [redacted]'s office, since it was on the way home from Lakewood. I entered their office and asked the receptionist if the doctor had made a decision about refunding the money. The receptionist did not come to counter to talk to me, but was all the way on the other side of the office because I think she thought I was going to serve her with legal papers. From across the room she responded that the doctor felt, "she had done enough for my mother and extra stuff" and no refund was going to be made. I was upset, of course, anyone would be, but just turned around and walked out of the office. I did not say a word and did not make any gestures or scene, or anything. I was really upset at the unprofessional and unethical behavior that this whole office was presenting. And to think, my mother really liked them. My mother was 88 years and liked everyone and thought this doctor was pretty good. It was unbelievable to me that the Doctor would not refund the money to a poor old woman who could barely scrape money together every year to pre-pay for services, she may not have received at age. Especially, since we now have funeral and medical bills to try to pay and do the right thing for my mom. You would have thought this would be one situation where the Doctor decided to refund the full amount.

Doctor [redacted] states that the contract my parents signed was on a case-by-case basis - if the customer should decease before the contract period is up she gets to decide if she refunds the money. So she decided that after 2 months and 1 week that she was entitled to my step-dad's full amount of his part of the contract which had 9 months and three weeks to go and my mom's prepaid contract had 5 more months to go. My mom only went to see the doctor in January and February of 2014 when she became ill. I was my mom's Power of Attorney since October of 2013 when my step-dad passed away because my mom said she did not know how to use credit cards and writes checks. She still was working in a factory up until three weeks before she died to try to keep up with her rent and bills and to keep busy.

Regards,

Business

Response:

To whom it may concern:

Re: [redacted] and [redacted]

I am shocked and insulted by the chain of emails. I don’t know the parties representing the estate of [redacted]) and [redacted]. I talked with them briefly but do not know them nor do they know me.

That said, I refuse to engage in what would appear to be blackmail. I answered their concerns.

I promised that we would send a check for $1000.00 and asked that they wait until my staff returned from her sick leave. I have asked [redacted] to come back early only to write a check (and return home).

She has agreed to help and that check was sent.

I can not and will not speak to what I don’t know. And the "he said" "she said" is ridiculous and cannot be settled by those who were not there for the conversation. I know what my staff told me and I trust them implicitly.

This exchange is not respectful of who [redacted] and [redacted] were. Their legacy will remain with me in my heart regardless. They never had an unkind word for anyone and their respect for each other and for life made it easy to love and care for them. They would ask me to forgive their family.

As for money owed, the fact is the [redacted]s owe me. But we will not ask for the $1250.00 that we have forgiven. That is not how we operate.

It is time we let [redacted] and [redacted] rest in piece and their lives and legacy given the respect they rightfully earned.