Crystal Run Healthcare

Terrible health care. Doctors are so rushed there is no way possible they can be giving a patient good care. Your lucky if you will get ten minutes with a doctor, and you can tell their sole focus is to get to the next patient. Money making machine, not patient centered care. If we continue to go to these types of places we all hold some accountability in this type of healthcare (or lack thereof) continuing.

Review: On 7/**/15 I was admitted to ORMC. Under my health insurance plan I would have been covered for services rendered with a $250.00 co-payment. This co-payment would include physicians, testing, and the hospital. The neurologist at Crystal Run was one of my attending physicians. I had advised that if my stay was to exceed 24 hours that authorization from my provider would be required. I was assured that all was taken care. Needless to say, authorization was not obtained, and any claims filed for my stay were denied for failure to receive authorization resulting in approximately $37,000 worth of medical bills.

I contacted Crystal Run to see if they offered Charity for low income individuals. On 10/*/15 I spoke with Debbie at Crystal run who advised that I needed to complete a hardship application and that it required supporting documentation to support my income. She indicated that after the application was received it would be processed and a determination made. She advised that usually in most cases the debt was forgiven or reduced. One 10/**/15 I hand delivered the application and supporting financial information to the address shown on the application to the [redacted] location. It included the application, driver's licenses for my family, 3 months of financial bank statements and three months each of phone, cable, internet, fuel oil, health insurance, car insurance, home owner's insurance, property tax bills and the like. In addition, I had to identify each debit and credit on my 3 months of bank statements. On 10/**/15 I spoke with Jessica in the Billing Dept since I received a statement in the mail. Jessica advised that my hardship application had not yet been reviewed or processed. Jessica advised me to hold off and do not do anything further until you hear back from Crystal Run on the determination. On 11/**/15 I spoke with Elaine in the Billing Department since I just received another bill. Elaine told me to disregard the statement since a determination has not been made. On 12/**/15 I spoke with Stephanie in the Billing Department. She advised that she will contact her manager and find out when the determination will be made. On 12/**/15 I spoke with Stephanie in the Billing Department who confirmed that my application had been received and to disregard the bill since the determination had not been made. She also advised that her supervisor, Jessica would call me. Jessica did not call me. On 1/*/16 I received a telephone call from Kelly C[redacted] from Crystal Run. She advised me that unfortunately so much time has passed since my original application was filed with them that all of my financial were now out of date and expired. She asked that I resend my last 3 months were of financials. Kelly provided me with her email address. On 1/*/16 I emailed Kelly C[redacted] the most recent 3 months of information she requested. Later on 1/*/16 she confirmed via email that she received my new documents. On 2/**/16 I spoke with Nicole in the Billing Department since I had just received another statement. Nicole advised that a determination had not been made. She also advised to disregard all notices until the determination has been made. On 4/**/16 I received a Collection Notice from Trans Continental Credit & Collection Corp. advising that the entire amount was due and payable within 30 days or a judgment would be taken against me. As of 4/**/16 Crystal Run has yet to render a determination on my financial hardship application hand delivered on October **, 2015. Throughout the course of the month to month telephone calls with Crystal Run I was repeatedly told to disregard the bill statement since a determination had not been rendered. Each month I was also told that the determination should be issued shortly. The employees in the Crystal Run Billing Department all appear based upon the collection letter to have lied to me and have led me to believe that a Determination Letter would be issued shortly and that I need not do anything further and disregard the billing statements. Now 7 months later, no determination and the only consolation price is a Collection Letter seeking a judgment against me. I do not understand why they were untruthful and they would lead to believe that the determination was being processed and that all was in order when it appears after receipt of the collection letter that all is not order. I am also disappointed in that they have 6 months of my entire financial history to support my hardship request, yet refused to act on it. The amount of documentation they required was excessive, yet I complied with their request. Sadly it also worries me that the financial and personal information submitted that they requested may result in me being a victim of identity theft since they did not act on my application.Desired Settlement: I would ask that Crystal Run immediately stop the Collection Action they started against me with their collection agency Trans Continental Credit & Collection Corp.. I also ask that any derogatory remarks on my credit history or credit report be removed immediately. I also ask that Crystal Run Healthcare process my hardship application that was hand delivered to their office on 10/**/15 based upon the 6 months of financial information that they have on record and render a determination so that my bill may be adjusted accordingly.

Consumer

Response:

At this time, I have not been contacted by Crystal Run Healthcare LLP regarding complaint ID [redacted].Sincerely,[redacted]

Review: I had an office visit with [redacted] on 12/**/13. My health complaints were not addressed by the doctor nor was I sent for any tests pertaining to my health issue. [redacted] chuckled when I asked which tests she was going to send me for and said "she wasn't". Not at any time was I referred to another physician. Instead, I was sent for unnecessary blood tests, which I was never given the results of until I called to file a complaint against the doctor 3 weeks later. I have made numerous calls to Crystal Run Healthcare requesting a refund for my $30 co-pay, which I am certainly entitled to. I initially filed my complaint with [redacted] on 1/**/14 and even though she said she would call me the following business day, I never heard from her. After leaving numerous messages for Tara, it was apparent she was refusing to take my calls. The receptionist told me I would be dealing with [redacted] Harrington from now on. During my initial conversation with [redacted] on 1/**/14, I explained my reason for requesting a refund and she said she would promptly take care of it. Now, she doesn't return my calls! I left a message for [redacted] on 2/**/14 which she did not return! She answered her phone on 2/**/14 and gave me an excuse about being unable to reach the person able to authorize my refund due to bad weather, but that I would hear from her in a couple of days. She never called back! I am asking for a refund of my $30 co-pay as [redacted] didn't provide me with any medical information or services to help my medical needs! I would also like my insurance company reimbursed for the balance of the office visit.Desired Settlement: Refund my $30 co-pay

Refund balance to my insurance company

Consumer

Response:

At this time, I have not been contacted by Crystal Run Healthcare LLP regarding complaint ID [redacted].

Sincerely,

Review: I am writing to complain about Crystal Run Healthcare, its administration and its employees. My mammogram of last year was run TWICE with a report negative for any problems. I went in this year expecting a regular mammogram, which should be covered by my plan. Dr. Wu has charged $350 for what should be a free service under my plan. Crystal Run routinely does not warn patients of costs not covered.

Further, I should have received a REGULAR mammogram, which would have been compared to the favorable report done by Crystal Run the previous year, adding up to a ROUTINE mammogram. Crystal Run is looking for ways to charge patients for routine visits. This is not the first time this has happened to me at Crystal Run.Desired Settlement: Billing adjustment to $0 and that billing explain at the time of the visit if something is NOT covered by my insurance. My general practitioner always does this and it is the ethical thing to do.

Consumer

Response:

At this time, I have not been contacted by Crystal Run Healthcare LLP regarding complaint [redacted].Sincerely,[redacted]

Review: Received a check for $1,900 which was deposited into my personal bank account. Withdrew the money to return back to Crystal Run and everything was fine. A few days later my account was overdrawn for $1,900. Went to resolve the issue and found that I was issued a bad check. Now the bank has decided to permanently close my accounts, unless the overdrawn amount is cleared. During this time, I've tried to contact my supervisor or any member of Crystal Run only to not reach anyone. Phone calls and emails go unanswered. I have no bank account now because of Crystal Run and I'm furious.Desired Settlement: I'd like an apology from Crystal Run. Also, a cash refund for the full $1,900 to clear my account.

Consumer

Response:

At this time, I have not been contacted by Crystal Run Healthcare LLP regarding complaint ID [redacted].

I've called on numerous occasions to speak with someone but no response. As well as no one has responded to my messages.

Sincerely,

Review: I have been on Zoloft for about two years, at 100 MG a day. I had a doctors visit, last week to get a new script. The pharmacy has not received the script refill. I have now been out of Zoloft for six days, im dizzy, disoriented, and generally feel rundown. The feeling is so overwhelming that I have had to call out of work, because im afraid to drive because of the vertigo. I have contacted Crystal Run's personnel to rectify this to no avail. I have also spoken to nurse's, doctors, and supervisors, with no outcome at all.Desired Settlement: I would like restitution for days of lost wages, a written apology, or some form of recognition that this medical practice is wronging me. These doctors are the one's who put me on zoloft to begin with, and now they are dropping the ball, stopping a medication like Zoloft, suddenly,can have dire consequences, I am experiencing those now.

Business

Response:

We have reviewed this complaint and spoken directly to the patient via the telephone to rectify the situation. The prescription has been refilled and a follow up appointment with the physician has been made. Thank you.

Review: I went to see [redacted] in the warwick, ny office on may[redacted] 2013. My insurance does not participate with this group but previously I had good experiences and they delivered my 2nd child. On this visit they told me after entering and being undressed that they only perform [redacted] once every 3 years. ( had I known that I would not have scheduled the appointment) he told me he would write me a [redacted] prescription but never did, told me he would order an [redacted], but never did. At the end of the visit I went to the front desk to pay with a debit card for the visit and there was an unknown charge on the bill which they proceeded to ask me out in the waiting room about my personal appointment (violating HIPPA laws and completely embarrassing me) they did take that charge off the bill which was generated upon me telling him I had a [redacted]. We didn't treat it or make a treatment plan for it. It was just "so [redacted], anything new to report"? Well yes sadly, my [redacted] when I run". They charged me $259 which included a "discount" for paying out of pocket and then I left. On july [redacted], I received another bill for $25, which I realized they had submitted to the insurance company even though I paid out of pocket, which insurance denied as they already were aware my insurance didn't participate with their office. At which time they forwarded to me. Upon receiving it I realized that they charged $295 (pre discount for the 10 min. Visit which I got nothing from) and $75 for a [redacted] that I never got. When I called the office demanding a refund, the financial rep. Forwarded me to the supervisor [redacted] who assured me that I would NOT be getting a refund and then told me that the director would call me back before the end of the day which never happened. I am. Disgusted with the way in which I was charged and the way I was treated upon questioning the charges. Additionally I was made aware by my primary physician that an annual [redacted] is necessary for a woman my age. that [redacted] has now encouraged me to go see another OBGYN to have that done ASAP. So I will be paying another dr. To receive the services that I already plaid [redacted] for but did not receive!Desired Settlement: Refund and apology....

Business

Response:

Kindly accept this letter as a response to the above referenced complaint. Before we address [redacted]’ complaints we at Crystal Run Healthcare would like to apologize for any misunderstanding in connection to her medical treatment. It wasn’t our intention to mislead her anyway and we will continue to work with our providers and staff to improve patient care and communication.

In the instant case, we reviewed [redacted]’ file and we would like to share our findings which may clear up any misunderstandings.

[redacted] was upset that she was told we only give [redacted] every three years and her other physician told her otherwise. The decision to provide [redacted] every three years is based on a recent medical guideline that all providers here adhere to. Although we respect difference of opinion between medical providers it was our intention to practice in accordance with most updated standard of care.

HIPAA Violations

[redacted] believed that we violated her patient privacy when our staff inquired in the waiting room about an unknown charge on the bill. Although we take patient privacy very seriously our staff was attempting to verify her bill and their communication to [redacted] falls under incidental disclosures that are permitted under HIPAA.

[redacted] and [redacted] was upset that our provider did not order either the [redacted] or the [redacted]. According to our records, our provider recommended [redacted] but there is no indication that one was ordered that day. As to the [redacted], our staff called [redacted] and attempted to tell her that [redacted] would not be covered under her insurance because we did not participate in her plan. Our staff was unable to leave a message.

In summary, we believe that we gave [redacted] a full preventative exam, addressed her complaints at the time and no refund is warranted. Her complaint, however, reminded us the importance of patient communication and we owe [redacted] an apology for what she felt was an unsatisfactory service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My HIPPA rights were violated when I had to repeat everything I discussed with the [redacted] In front of all patients in front of the waiting rooms patients which was very humiliating because the [redacted] Was trying to add an additional charge to my bill because I shared with him that I had a leaky bladder. (The additional charge was removed but the humiliation was not).

I wasn't informed that pap smears were not performed every year anymore until I was naked on the examining table. Had this information been conveyed to me when I scheduled the appointment, I would not have made the appointment until eligible for the pap. Additionally, my primary physician is urging me to see another [redacted], as he feels its necessary to have a pap smear every year, in fact he says its dangerous not to. So now I have to spend more money to see another [redacted] For another preventative exam because the one I paid $259.00 to didn't help to prevent anything!

For the IUD they claim to have phoned me and I was unreachable. I have an answering machine at my home and on my cell phone. This office NEVER tried to reach me! The mammography RX was never issued, I had to get one from my primary physician.

I paid $259 for this visit out of my pocket in full because my insurance does not participate with this group and they still submitted it to insurance. Then sent me a bill for an additional $30 co-pay and there was a charge for a pap smear on this bill even though I didn't receive one.

In summary, I didn't receive anything preventative on the date of my visit to crystal run health care. They performed a breast exam which I can do myself. Nothing we discussed was ever addressed. I paid for nothing!!! I am at the same risk today of having cervical or breast cancer than I was prior to visiting [redacted]. I am also still at risk for becoming pregnant as he completely ignored my request for an IUD. I am so disappointed with the service I received at this office and even more disappointed that I went out of my way to continue to see the [redacted]'s that delivered my second child even though they did not participate with my insurance plan any longer. They were much more upstanding before they became participants of crystal run healthcare!!!

Sincerely,

Business

Response:

To Whom It May Concern:

Went to Urgent Care in Middletown. Was initially seen fairly quickly as they weren't very busy. Waited close to an hour to them be seen by a doctor or a PA. No explanation as to why it was taking so long or when I might be seen.

Final straw was when another patient was seen by a PA/MD after being there about 5-10 minutes.

Every interaction with Crystal Run is a painful one. From extremely long wait times in the waiting room to failure to report test results in a timely manner, I have lost all faith in this business. And that's really all it is anymore. This business funnels millions of dollars into new facilities and is now even outsourcing its own staff to other interests. Instead, they need to invest more in patient care. If they can't even get that right, how can they justify expanding their poor practice?

Whenever I make an appointment, I am routinely seen over an hour after my scheduled appointment. When you work two jobs and people depend on you for other obligations, this inconvenience is profound.

And their billing department is equally horrendous. I was charged almost $500 for labwork that should have been billed to my insurance company. On one occasion, they started billing me for services my father (who shares the same name) utilized! It's scary that they could even possibly do this.

Crystal Run Healthcare is all about the money. Don't let them tell you otherwise.

Review: I have been making payments online after the birth of my son via Crystal Run Healthcare's website. I have made several calls in which they said I could make my $30 payment a month online to help pay of the balance of my bill. So imagine my surprise when I receive a notice from a collection agency stating that I need to pay my balance in full! When I called they said that, if patients haven't been making a minimum payment that would have their balance paid off in full in 12 months, these notices automatically send them to collections. How dare they. I have been making payments as I can and now I am told I must make these exorbitant minimum monthly payments or it will negatively affect my credit.Desired Settlement: Crystal Run Healthcare cannot expect people to have to make a highly monthly payment every month or they send them to collections.

Consumer

Response:

At this time, I have been contacted directly by Crystal Run Healthcare LLP regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I don't want to say that this is resolved or unresolved. I was contacted by Crystal Run Healthcare. They said that they pulled the collection letter from my account (I am hoping this is true). However, I am very disenchanted with the process that took place or how the patients are being treated. While I do not know that this requires any further action, I also do believe they should give patients more time to pay their bills.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,