Common Area Cleaning Company

Initial Business Response / [redacted] (1000, 6, 2015/11/23) */ To whom it may concern, We are responding to the complaint that Ms [redacted] wrote, regarding the charge of $incurred at Kauffman Chiropractic on 9-3-20b Ms [redacted] was seen at our office on 9-02-2015, and received a consultation, examination and x-rays for a special offer of $She returned on 9-3-to receive a consultation from the doctor, regarding the x-ray findings, as well as the recommendations of care Ms [redacted] received treatment consisting of spinal manipulation and manual therapy on 9-3-Our staff' informed Ms [redacted] that the treatment would be charged (see computer copy) Although our staff makes every effort to be clear regarding what our special offer includes ( see receipt of special offer), we understand that there can he some misunderstandingsWe have been serving our communities for years, and we take pride in offering great customer serviceOur staff makes every effort to explain what the patient's financial responsibility is, We certainly do not want any such misunderstandings, and we are very sorry that this happened In good faith, we are waiving any outstanding balance on Ms [redacted] 's accountWe hope that she will return for care; we would like the opportunity to treat her, if she elects to give our office a chance to do so Again, we apologize for the misunderstanding, and for any inconvenience this caused Ms [redacted] Sincerely, Drs Rot and Danielle [redacted] , Kaufflnan Chiropractic PC

Initial Business Response /* (1000, 5, 2018/01/03) */
This letter is a response to Mr***'s complaint regarding the balance of $for services rendered at Kauffman Chiropractic on 10/24/17, 10/27/17, 10/30/17, and 11/1/17, Mr*** presented to our office on 10/24/with complaints of
severe lower back and right leg painHe initiated treatments and came for a total of visits
Our office makes every effort to provide excellent customer serviceAll financial information is reviewed and explained to the patient on the first two visits(See enclosed forms signed by Mr***.)
In this case, the services provided were beyond the $benefit limitMr*** was explained that services rendered above the benefit limit would be non-covered services, therefore patient responsibility
We understand that at times, there may be some misunderstandings and in good faith, we will waive Mr***'s balanceWe certainly hope that he will return to our office, and we will make every effort to review his insurance benefits in greater detail, would he wish to pursue care with our doctors
We hope that this satisfies Mr***, and we wish him well,

Initial Business Response /* (1000, 5, 2015/10/07) */
RE:*** *** Case # ***
To whom it may concern,
We are responding to the complaint Ms *** wrote, regarding the charges of 105,incurred at Kauffman Chiropractic on 2-18-
Ms *** was seen at our, office on 2-16-and received a
consultation, examination, and xxays for a special offer of $She returned on 2-18-to meet with the doctor and receive a report of the doctor's findings, as well as the recommendation for careMs *** was experiencing stabbing back pain and leg numbness
Our staff makes every effort to explain to our patients that the Special offer does not
include any treatmentThe receipts given to Ms *** state this (see copies)On 2- 18-15, Ms *** consented to receive treatment, and provided our staff with her Blue Cross Blue Shield insurance informationShe received soft tissue massage, spinal
manipulation, electrical muscle stimulation, and ice therapiesShe was given a calendar of care, with the days and times allotupcoming visitsMs *** did not returnMultiple attempts were made to contact her
A bill was issued and sent to Ms *** for the treatment she consented to receive on 2-Our staff follows collection protocols to collect patient balancesThe protocol includes an initial statement, a second statement with a friendly reminder sticker, a letter, a second letter sent certified mail, a final notice letter, and a phone call prior to resorting to the services of a collection agencyThis protocol took place from March to September 251h 2015, when Ms *** contacted our office and talked to one clout
staff, We explained that we had made several attempts to resolve the matter, and that we had no choice but to send the account to collection
We are very sorry about this misunderstandingWe strive to provide quality service, and we have been serving the community since Our staff is trained to serve our patients and answer any questions or concerns they may have, We held a special meeting with our staff regarding this situation, as a continuous effort to improve the quality of our services, In good faith, we are waiving any outstanding balance on Ms ***'s
accountWe removed the account from the collection agency as wellWe would like the opportunity to continue treating Ms***'s condition, as she is a good candidate for conservative care at this timeif Ms*** elects to give our office a second
chance, we will gladly take good care of her We hope that this satisfies Ms***, and again we are sorry for the misunderstanding,
Sincerely,
Initial Consumer Rebuttal /* (2000, 8, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* *** 5, 2016/02/24) */
Contact Name and Title: Drdanielle ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@comcast.net
In response to Mr *** ***'s complaint, we would like our patient to know that our office always makes every effort to review
financial information, and explain any non covered servicesIn this case, we believe that there was a misunderstanding, and that we were quoted by the insurance company initially that certain services were covered, when in fact they were not coveredOur billing procedures are standard and accurateOne of our insurance/financial staff, Jodi, was on maternity leave from December 1st, to January 26th, 2016, and we believe that perhaps all of Mr***'s questions were not answered clearlyOne of our other financial staff Rebecca documented that a call had been placed by Mr***'s friend regarding the balance, and that they would start making payments on the accountAfter a few more weeks , the account was turned to a collection agency because no payment had been receivedThe patient was called prior to turning the account to collectionWe apologize for any misunderstanding and because we strive to provide quality service to our patients, we would like in good faith to waive any outstanding balance on Mr***'s accountWe removed the account from collectionWe hope that this will satisfy Mr***We certainly wish for him to return to our office for treatment, and we will go the extra mile to make sure that the financial information is reviewed clearly beforehandSincerely,
Drs *** and Danielle ***
OFFER:
See above

Initial Business Response /* (1000, 5, 2015/11/23) */
Please see attachment of business response

Initial Business Response /* (1000, 6, 2015/11/23) */
To whom it may concern,
We are responding to the complaint that Ms [redacted] wrote, regarding the charge of $95.25 incurred at Kauffman Chiropractic on 9-3-20b.
Ms [redacted] was seen at our office on 9-02-2015, and received a consultation,...

examination and x-rays for a special offer of $20. She returned on 9-3-2015 to receive a consultation from the doctor, regarding the x-ray findings, as well as the
recommendations of care.
Ms [redacted] received treatment consisting of spinal manipulation and manual therapy on 9-3-2015. Our staff' informed Ms [redacted] that the treatment would be charged (see computer copy).
Although our staff makes every effort to be clear regarding what our special offer includes ( see receipt of special offer), we understand that there can he some misunderstandings. We have been serving our communities for 26 years, and we take pride in offering great customer service. Our staff makes every effort to explain what the
patient's financial responsibility is, We certainly do not want any such misunderstandings, and we are very sorry that this happened.
In good faith, we are waiving any outstanding balance on Ms [redacted]'s account. We hope that she will return for care; we would like the opportunity to treat her, if she elects to give our office a chance to do so.
Again, we apologize for the misunderstanding, and for any inconvenience this caused Ms [redacted].
Sincerely,
Drs Rot and Danielle [redacted],
Kaufflnan Chiropractic PC