Persona Doctors

We apologize for any misunderstandings or miscommunications between us and patient *.? Patient [redacted] has been a long time patient of ours (in 2011, 2013, and 2015) and our procedures mentioned in the initial complaint have not changed.? For the snow storm in January, the clinic staff did call and email patient [redacted] to inform them that we were closed, the clinic did not receive a response to either.? When a request was received via a phone message on January 28th, a request for medications to be mailed was entered into our system.? We are happy to hear that after speaking to Sean in February that everything was resolved and we hope that we are able to resolve this issue as well!? For the appointment in March, we do not show a minute wait time.? The appointment time was 3:00pm, the patient was being triaged with our medical assistant between 3:10pm ?" 3:20pm, and then left the clinic at 3:27pm, after waiting less than minutes for the Doctor.? At this time, the patient stated that they would call in to schedule an appointment.? It is our procedure to call patients for missed appointments but since the patient had not made an appointment, informed the clinic staff that they would call in, and then did not leave a message afterwards, the clinic was not notified that the patient wanted a phone call? The patient would have next needed medications in April.? We did not hear from the patient in April but as soon as we heard from the patient in May, Sean kept in contact via email to come to a resolution.? We do apologize for charging the patients card on file in April if they did in fact have another payment method they preferred to use.? If a payment is not received before a patient’s bill date, then the card on file is charged automatically.? This had not come up before since the patient had always had a payment in beforehand.? We are more than willing to work with patient [redacted] and remove the charges for April and May since there was a gap in services.? We would then resume charges/services as of June.? ?

We apologize for any misunderstandings or miscommunications between us and patient G. We have not received a written cancellation in person or via certified mail from patient G, as required with the original service agreement signed on Fri 02/20/2015. However, we will honor the... 04/20/2015 date the patient sent an email to us. There is a 60-day cancellation notice required with all of our agreements; although the amount will be different, the patient will still have a balance that we will need to resolve. There were issues with a couple of our phone lines, if the patient would like to speak with someone directly, please call ###-###-####. Due to the issues encountered while attempting to reach us in April, we are more than willing to work with patient G and provide services for the time missed from April through the cancellations/expires date of 06/17/2015.

We received a fax on 6/3/at 10:17am with a note from patient G’s physician A medical cancellation has been approved by a Persona Doctors staff physician and a refund of $has been approved A check will be sent to the patient’s home address next week

We apologize for any inconvenience we may have caused, as well as any miscommunication that has led to your dissatisfaction with our company.? Your account with us has been cancelled and a refund will be issued next week.? A paper check in the amount of $will be mailed to your address on file

We apologize for any misunderstandings or miscommunication between Persona Doctors and patient *We received a written cancellation from patient [redacted] postmarked on 02/01/There is a 60-day cancellation notice required with all of our agreements; the patient is responsible for their bi-monthly charges in February and March The patient’s service agreement, signed on 9/12/15, is for a six month commitment that began on 10/03/2015; the last month of that commitment would also be March In regards to the patient’s medication concern, the patient downgraded from a plan that included four medications per month to a plan that included two medications per month effective November Therefore, the medical provider made adjustments at that time to reflect two medications per month We would like to work with patient [redacted] and provide services until their cancellation/expires date of 04/03/

As requested, all insurance receipts for the patient have been generated and this issue has been resolved The location the patient receives services in, College Park, MD, is closed on Wednesdays and Thursdays When the clinic re-opened on Friday, the receipts were generated and emailed to the patient by the Clinic Manager

We apologize for any misunderstandings and/or miscommunications between us and patient W regarding the cancellation period and payment method authorization requests A refund for half of March will be issued via check and mailed to the patient this week

There seems to be some misinformation and/or misunderstandings or miscommunications, between us and patient *; for that, we sincerely apologize. Although we did not receive patient L’s written cancellation notice in October, we are willing to honor the patients word. If a cancelation was
received before October 25th, patient *’s last two monthly bill dates would have been October 25th and November 25th; since patient L signed up for bi-monthly billing, the second half of the November 25th billing cycle would have fallen on December 9th. A refund for the $payment collected on December 26th will be refunded this week Our Customer Service Supervisor is working directly with patient * and is discussing a possible hold on the account until February, when patient * would return for services if desired

We apologize for any misunderstandings or miscommunications
between us and patient *. The $
deposit and $fee paid on the initial visit was a Discounted Starter Fee for
the month plan the patient signed up for.
We are very sorry that the patient was unable
to reach our Tysons Corner
location by phone to schedule an appointment.
Since we were able to reach the patient a couple weeks later, we would
have loved to assist in scheduling an appointment and getting the patient back
on track to assist them in reaching their goal.
It was never our intention to make the patient feel as though this was a
‘trap’ or a ‘scam’ in any way. We are
only here to help. Since Patient * was
so unhappy with his/her experience with us, we cancelled the signed 6-month
agreement immediately without penalty.
The initial payments ($total) Patient * made went towards the
testing/bloodwork that was completed on the first appointment. Patient * has not paid for any services that
were not provided. Since services were
received for the initial payments and those are non-refundable, we would be
more than happy to provide insurance receipts for possible insurance
reimbursement if the patient would like.
If Patient * changes his/her mind about utilizing our services to assist
him/her in reaching their goal, we would be more than happy to assist them in
getting started again and provide them with a better phone number and email
address to reach the clinic

As requested, all insurance receipts for the patient have
been generated and this issue has been resolved. The location the patient receives services
in, College Park, MD, is closed on Wednesdays and Thursdays. When the clinic re-opened on Friday, the
receipts were generated and
emailed to the patient by the Clinic Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I don't trust them to mail medication on schedule since that's been the problem I have had from the very beginning of the program in June and July. I don't trust them as pharmacists to provide drugs that will not harm me because they have practiced sloppy business practices (1) Not mailing medications on schedule. (2) Staff (not doctor) changing medications and claiming it's additional medication when the correct product is shipped. (3) Accusing me of lying/receiving medication that I did not receive. (4) Just as recent as 12-11-Persona Doctors staff left a voicemail message saying I missed my appointment that day when I didn't have an appointment that day and they claimed my agreement was already cancelled. (5) It's too time consuming for me to keep calling them and tracking down medication. I don't trust them and they don't trust me so why would they offer to continue to do business with me?
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We apologize for any misunderstandings or miscommunications
between us and patient *. The $
deposit and $fee paid on the initial visit was a Discounted Starter Fee for
the month plan the patient signed up for.
We are very sorry that the patient was unable to reach our Tysons
Corner
location by phone to schedule an appointment.
Since we were able to reach the patient a couple weeks later, we would
have loved to assist in scheduling an appointment and getting the patient back
on track to assist them in reaching their goal.
It was never our intention to make the patient feel as though this was a
‘trap’ or a ‘scam’ in any way. We are
only here to help. Since Patient * was
so unhappy with his/her experience with us, we cancelled the signed 6-month
agreement immediately without penalty.
The initial payments ($total) Patient * made went towards the
testing/bloodwork that was completed on the first appointment. Patient * has not paid for any services that
were not provided. Since services were
received for the initial payments and those are non-refundable, we would be
more than happy to provide insurance receipts for possible insurance
reimbursement if the patient would like.
If Patient * changes his/her mind about utilizing our services to assist
him/her in reaching their goal, we would be more than happy to assist them in
getting started again and provide them with a better phone number and email
address to reach the clinic

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I don't trust them to mail medication on schedule since that's been the problem I have had from the very beginning of the program in June and July. I don't trust them as pharmacists to provide drugs that will not harm me because they have practiced sloppy business practices (1) Not mailing medications on schedule. (2) Staff (not doctor) changing medications and claiming it's additional medication when the correct product is shipped. (3) Accusing me of lying/receiving medication that I did not receive. (4) Just as recent as 12-11-Persona Doctors staff left a voicemail message saying I missed my appointment that day when I didn't have an appointment that day and they claimed my agreement was already cancelled. (5) It's too time consuming for me to keep calling them and tracking down medication. I don't trust them and they don't trust me so why would they offer to continue to do business with me?
Regards,
*** ***

We apologize for any misunderstandings or miscommunication
between Persona Doctors and patient JAs stated in the Patient’s Service Agreement,
signed on 10/3/2014, we do require a written 60-day cancellation notice. This is stated in all of our Patient Service
Agreements. We received
a written
cancellation from patient J postmarked on 01/13/2016. A cancellation confirmation was mailed backed
to the patient on 1/30/to confirm the last two bill dates and when the
program would expire
We appreciate patient J’s concern for other patients. We can assure everyone that the 60-day cancellation
notice is stated in all of our agreements and is disclosed when a patient signs
their agreement
We would like to work with patient J and provide services for
this last month she has missed

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because I received confirmation from a Rep that the requested document from my doctor was received last weekI also want to make it known that my Primary Care Physician suggested that my Orthopedic Surgeon complete the request since I'm currently under his care in regards to my back surgery and aftercare as it relates to this issue.Regards,
LaToya G***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Response below was submitted to the Revdex.com on July 26, at 3:55am. Screenshot of confirmation that our message was sent is attached.We apologize for any misunderstandings or miscommunications between us and patient * that has led to their dissatisfaction with our Company. We have
not received a written cancellation from patient * or medical note from patient *’s physician, as required with all of our Patient Service Agreements. Patient * received services in January, February, March, and April 2017. In May 2017, there was mention, via email, of a possible medical reason to cancel services; at that time, patient V was asked to submit a letter from the Doctor stating the reason for the need for a medical cancellation. Per the Patient’s Service Agreement, signed 1/6/17, plan cancellations for a medical reason require a note from a licensed physician stating the reason for the medical cancellation and the date it is effective; this note is to be submitted in writing and in person for one of our Medical Providers to review. We are more than willing to work with patient * and would like to resolve this issue Once a medical note is received, if approved by our Medical Provider, we can adjust the account accordingly. Our customer service supervisor has attempted to reach patient * to discuss the account; we hope to hear back soon

There seems to be some confusion here.Sean D*** made a commitment to rectify the situation, and he hasThe attached email, sent this afternoon as promised - recounts the agreement and provides everything the complainant needs to cancel her planThe "rejection" is of terms that were agreed upon and documented.Thank YouJason H***