Persona Doctors

We apologize for any misunderstandings or miscommunications between us and patient *.? Patient * 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 * 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 * and remove the charges for April and May since there was a gap in services.? We would then resume charges/services as of June.? ?

[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,
*** ***
?

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

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.? ?

Persona doctor's has satisfied my concerns, they had given me my requested itemsI will drop my complaint as promised.?
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 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.? ?

I have tried to reach the Woodbridge Office several time's and they do not answer the phone I am not satisfied with my treatment the medicine has not worked at all and I need to cancel and request a refund. I keep getting charged $175 every two weeks and I am not even taking the medicine nor have received them since the first visit. If this is not resolved I will get my lawyer!

Adriana Gomez
240-907-7614

Good Morning,It certainly appears as tough there was significant miscommunication about how Persona Doctors program and plan is structuredAs always, all of our marketing and communications accurately represent what we do and how it worksAs such, we will certainly refund the entire $paid
in this case and close the client file immediately.? The refund will be sent to our accounting department in the next hour or so and be processed todayDepending on the operations of the client's bank/credit card, it may take up to 3-business days to be completed.We regret any misunderstanding caused by this encounter, and wish the best of health and fitness for this client.Please contact me with any further questions.Thank You,Jason H***VP of OperationsPersona Doctors**@personadr.com

Good Morning,Thank you to all concerned for making us aware of the issues raised by this clientWe endeavor to take every step needed to achieve positive experiences and outcomes for each client, and will do so in this caseOut Client Service Supervisor (Sean D***) has contacted the client
already and a mutually acceptable resolution was reachedDocumentation will be exchanged to enact the terms of this agreement in the next few hours and that should mark the resolution of this case.Again, thank you for your service to the community.Sincerely,Jason H***VP of Operations, Persona Doctors

We apologize that you had trouble reaching us this morning.  We experienced an internet issue this morning that affected our phone system; thank you so much for bringing this to our attention!  We are happy that we were able to reach you this morning and see you today for your...

appointment.  Please let us know if there is anything else we can do for you!

After further discussion between the patient and Persona doctors, agreement has been reached on a settlement in this matter. The parties have agreed on a $1,400 settlement to resolve the matter. While Persona denies the stated allegations (as we did provide goods and services in accordance with the agreement), it is equally valuable to move past this misunderstanding with no ill will. We wish Ms. [redacted] the best of health in the future.Jason H[redacted], VP of Operations - Persona Doctors

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

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 $682.50 will be mailed to your...

address on file.

Persona doctor's has satisfied my concerns, they had given me my requested items. I will drop my complaint as promised. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We apologize for any less than satisfactory customer
service, miscommunications, or misunderstandings.  As requested, we have cancelled the account and
waived all cancellation fees.  Since it
was stated that the last payment of $550 collected on April...

26th was
disputed with [redacted], we are unable to refund any funds at this time.  We will be in contact with the patient when we receive the dispute/chargeback.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because I received confirmation from a Rep that the requested document from my doctor was received last week. I 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[redacted]

On July
24th patient A signed an agreement for our ‘Basic’ program.  At that time a fee for medical testing...

was
paid ($149 + $50 deposit that was paid upon booking the initial appointment =
$199 total for medical testing).  On July
31st when the patient returned to review the test results and start
the weight loss program, a fee of $150 was paid for the Starter Plan/1st
Months Discounted Fee.  As stated in the
agreement signed by Patient A, the agreement will automatically renew on a
Month-to-Month basis.  It can be
cancelled at any time with a 60-day written notice.  The agreement is attached for your
reference.  As agreed, the patient was
charged at the end of August and September for the Basic plan ($325 each).  After the initial two visits, Patient A also came
into the office on August 14th and August 28th for
services.  Patient A rescheduled a
September 12th appointment for October 2nd.  Although the October 2nd appointment
was missed, one month of medications were shipped to their home address
(confirmation of delivery attached). 
Patient A has attended four appointments, completed medical testing, and
has received medications for three months.
Since
receiving Patient A’s phone call the morning of October 1st, management
has made attempts to reach the patient. 
We wanted to apologize for the patient’s experience, answer any
questions the patient has, and are willing to cancel the signed agreement
without the sixty day notice if that is what the patient wants to do.  We do not want any patient to feel rushed and
not able to ask questions, and we definitely do not want anyone to sign
something that was not explained/understood first.
Patient
A is requesting a refund but has also stated that chargebacks were submitted to
his/her bank.  In addition to services
being rendered for the fees paid, we are unable to review a possible refund
amount until any and all chargebacks are settled.

To Whom It May Concern, This communication is presented in response to the complaint filed by [redacted]. We received the Revdex.com request for information on December 12, 2017. We will present the facts regarding Ms. [redacted] case and file, offering the following:1. Correction of...

factual inaccuracies of her claim(s)2. A timeline of events for clarity and consistency – including services provided, and accommodations made for patient requests 3. Explanations of the obligations of Persona Doctors, which have all been met or exceeded4. Explanations of the obligations of the claimant, many of which have been ignored, abandoned or misrepresented5. A detailed ledger of fees paid and account history6. A copy of each agreement signed by the claimant, accompanied by specific notes relative to her abandonment of responsibilities contained therein7. A statement from our client services supervisor, detailing attempts made by him (and our clinic manager) of our attempts at resolution which have all been refused**NOTE – While the complaint makes numerous references to Ms. [redacted] “daughter” with respect to care at Persona Doctors, we will not address any of those issues here. We do not discuss files or case information of ANY (adult) client/patient without the expressed, written consent of that person. Furthermore, one patient agreement/file has no bearing on another, and would be altogether inappropriate to determine status of the individual case(s) on their own merit. Still, the substance of Ms. [redacted] assertions (while specious at best) can be fully dispatched making use of details wholly resident in her file. To employ an extraneous information would be as irresponsible on our part as it has been distracting on her part. Correction of Factual Misrepresentations1. CLAIM - Claimant states her medication “was not mailed” to her in June, so client traveled to the [redacted] location to pick it up on 6/30. Her medication was provided in person (as requested by her). When client arrived, claimant was informed the (10) specific [redacted] injections her plan included were backordered. Client was provided with the following as compensation:FACTSa. Client was given (10) injections of the nearest [redacted] formulation to her plan inclusion – more than enough to compensate and suffice until the included shots could be sent. This represents an entire month of injections (enough to last until 7/30)b. On 7/11 (only 11 days into the month of shots client was given on 6/30), patient was sent the (10) [redacted] shots that had been backordered. These shots were received on 7/12. The supplementary shots that had been provided on 6/30 were kept by the patient as an accommodation, and not charged for, even though (6) of them would have been above and beyond anything client would be entitled to. SYNOPSIS – Claimant requested pick up, and was accommodated with NO LAPSE in any treatment or medication.2. CLAIM - Claimant states her medications “were not mailed” to her in July, indicating a failure on our part to fulfill our obligation. Claim also alleges this shipment was “NEVER MAILED”.FACTSa. Client could ONLY have picked up medications in [redacted] on 6/30 (an uncommon occurrence, as 99% of Persona Patients receive medications via mail) by requesting her account be changed to “pick-up” status. This requested status remained in effect for the July shipment, which was held at the SAME LOCATION on the SAME SCHEDULE as previously requested. ONLY when the staff noticed the shipment had gone un-collected (not picked up) for 13 days did the backup system of mailing take effect, with the staff taking the PROACTIVE step of mailing the shipment. This was done because our primary goal is provision of care, even if the client does not follow through on their desire to pick up medication.b. Shipment WAS FILLED on 7/28 (on schedule as requested by client). As previously stated, shipment was MAILED via backup system (making up for client failure to pick up) on 8/10. This was done via [redacted] tracking (a copy of which is enclosed) shows mailing on 8/10 and delivery on 8/11.SYNOPSIS – Shipment was ready for pickup AHEAD OF SCHEDULE. Client never picked up, even though she requested to. Claim that shipment was “never mailed“ is materially false as shown by tracking receipts.Timeline of Events4/13/2017 – Client books intake appointment for 4/17/20174/14/2017 – Persona confirms appointment for 4/17/2017 via voice mail4/14/2017 – Persona verbally confirms appointment with for 4/17/2017 via phone4/17/2017 – Client fails to keep appointment. Persona calls 30 minutes after scheduled time is missed, client does not answer. Voice mail is left. Client does not answer or return call to reschedule.5/16/2017 – Client books another intake appointment for 5/17/20175/17/2017 – Client signs Patient Service Agreement (PSA) committing to program terms including:a. 6-month minimum participationb. 60-day advance cancellation notice requirementc. Responsibility for payment even if client fails to use services due to their own neglect5/26/2017 – Client attends appointment5/26/2017 - Shipment of medication is ordered5/27/2017 - Shipment of medication is sent via [redacted])5/30/2017 – 15-day supply of medication is delivered via [redacted] (lasting through 6/14/2017)6/7/2017 – Client attends appointment6/7/2017 - Shipment of medication is ordered6/7/2017 - Shipment of medication is sent via [redacted])6/8/2017 – 15-day supply of medication is delivered via [redacted] (lasting through 6/29/2017)6/20/2017 – Client attends appointment6/30/2017 – Client calls to request medication preference to PICK UP, asks to pick up shipment SAME DAY in [redacted]. Request is entered and change to preference is made6/30/2017 - 30-day supply of medication is picked up in [redacted] (lasting through 6/29/2017)**10 supplemental injections included as substitute for backordered [redacted] shots7/11/2017 – Backordered [redacted] shots sent via [redacted]) 7/28/2017 – Pursuant to request by patient, shipment is held in [redacted] for pick up8/10/2017 – Shipment still held per request is sent [redacted])8/11/2017 – 30-day supply of medication is delivered via [redacted] (lasting through 9/11/2017)8/25/2017 – Client fails to keep appointment. Persona calls 60 minutes after scheduled time, left           voice mail8/31/2017 – Client has phone consult with doctor9/1/2017 - Shipment of additional medication (1 item) is ordered to boost program effectiveness9/1/2017 - Shipment of medication is sent via [redacted])9/1/2017 – 14-day supply of additional medication is delivered via [redacted]9/11/2017 – Client calls @3:53pm to reschedule 4:30pm appointment (37 minutes notice) for new          date (9/15/2017)9/15/2017 – Client calls @8:15am to reschedule 8:10am appointment (5 minutes LATE) for new           date (9/18/2017)9/18/2017 – Client fails to keep appointment. Persona calls 45 minutes after scheduled time, left           voice mail12/1/2017 – Letter (dated 10/31) is received from client indicating desire to cancel programPersona Doctors Obligations1. Provide services in clinic on schedule and at requested location(s) – MET2. Provide medication shipments as requested, WHERE requested – MET3. Reschedule missed appointments per request at earliest possible date – MET4. Track progress and provide plan guidance as needed – MET5. Offer phone consultations when patient is not available in clinic – METClient Obligations1. Attend scheduled appointments – NOT MET2. Give advance notice of appointments that will not be kept – NOT MET3. Inform Persona of any changes to shipment preferences and/or needs – NOT MET4. Pay 6 scheduled months of plan fees per Patient Service Agreement – NOT MET5. Provide cancellation notice 60 days before plan fees end – NOT METAccount LedgerDateDescriptionAmountBalance4/13/2017Intake visit deposit($50.00)($50.00)5/16/2017Intake visit deposit($50.00)($100.00)5/17/2017Complete plan enrollment fee$275.00$175.005/17/2017Initial plan payment$225.00($50.00)6/7/2017Month 1 – Biweekly plan fee$275.00$225.006/7/2017Month 1 – Biweekly plan payment$225.00$.006/21/2017Month 1 – Biweekly plan fee$275.00$275.006/21/2017Month 1 – Biweekly plan payment$275.00$.007/7/2017Month 2 – Biweekly plan fee$175.00$175.007/7/2017Month 2 – Biweekly plan payment$175.00$.007/21/2017Month 2 – Biweekly plan fee$175.00$175.007/21/2017Month 2 – Biweekly plan payment$175.00$.008/7/2017Month 3 – Biweekly plan fee$175.00$175.008/7/2017Month 3 – Biweekly plan payment$175.00$.008/21/2017Month 3 – Biweekly plan fee$175.00$175.008/21/2017Month 3 – Biweekly plan payment$175.00$.009/7/2017Month 4 – Biweekly plan fee$175.00$175.009/7/2017Month 4 – Biweekly plan payment$175.00$.009/21/2017Month 4 – Biweekly plan fee$175.00$175.009/21/2017Month 4 – Biweekly plan payment$175.00$.0010/7/2017Month 5 – Biweekly plan fee$175.00$175.0010/7/2017Month 5 – Biweekly plan payment$175.00$.0010/21/2017Month 5 – Biweekly plan fee$175.00$175.0010/21/2017Month 5 – Biweekly plan payment$175.00$.0011/7/2017Month 6 – Biweekly plan fee$175.00$175.0011/21/2017Month 6 – Biweekly plan fee$175.00$350.00Patient Service AgreementSection: Start-Up Phase & Automatic Renewal (reference point “a.” from timeline date 5/17/17)Upon signing our Patient Service Agreement, our clients understand that our “Patient Service Agreement consists of two parts, a start up phase and a recurring monthly plan” based on a chosen term length.If a 6 month committed discount agreement is chosen the client shall be obligated to a full 6 months of treatment and corresponding payments unless medically discharged by an attending physician for documented cause. These explanations and the section titled “Authorization for Automatic Payments” explains why the client was billed consistently according to her billing dates set at signing (7th and 21st of each month).Section: Plan Cancellation (reference point “b.” from timeline date 5/17/17)Signing our agreement acknowledges that “Plan cancellation requires a sixty (60) day cancellation notice.”The agreement states clients understand that all plan cancellations must be made before the next billing day, not payment dates, and must be made in writing and in person or by certified mail.After the completion of the chosen term length, a cancellation may be requested at any time. Cancellation is NOT automatic.Client never submitted a formal cancellation until we received her letter on 12/1/17 dated back to 10/31/17.We agreed to accept the date mentioned on her letter.Per the agreement her 60-day notice should have taken effect for 11/7/17 through a final payment on 12/21/17. We agreed to cancel the program at the end of the six-month term as a courtesy. Final charge 11/21/17.Section: Non-Use of Services (reference point “c.” from timeline date 5/17/17)Clients acknowledge that “non-use of services DOES NOT CONSTITUTE CANCELLATION.” Clients are “RESPONSIBLE FOR ALL CHARGES UNTIL A CANCELLATION CONFIRMATION has been issued by Persona Doctors.”We do not provide “rollover” services from month to month. Offering missed treatment at a later time is a discretionary courtesy.STATEMENTWe received a letter from the client on 12/1/17 (dated 10/31/17) outlining a request to terminate her contract by breaching our agreed upon cancellation policy due to medical conditions not affecting her directly but instead that were alleged to have affected another client. Due to these conditions and the alleged strain it placed on her, she requested she also be refunded all fees paid without receiving treatment.Upon receipt of this letter our clinic manager from our [redacted], MD location (the office Ms. [redacted] changed visits to) promptly reached out via phone, received no answer, and left a voicemail urging her to contact us so we could discuss her program. Unsatisfied with not being able to make contact, our clinic manager then sent an email to hopefully reach the client with urgency. The email outlined our desire to work with the client and an offer to credit internally all monthly fees paid without treatment being received due to her admittedly voluntary absence from our program and lack of contact. Our mission is to work with clients on their goals and to achieve success. To do so, consistency is paramount. An internal credit for fees paid is a standard offer to encourage clients to “reboot” their program if they have lapses and get back on the right track towards success.After receiving no response to the email, another call attempt was made on 12/4/17 and another voicemail was left. The client then responded via email on 12/5/17 declining the offer due to concerns again related to conditions not directly affecting her or cause to discharge her from her agreement with Persona Doctors. She stated that she had concerns regarding treatment (though never mentioned to our physicians) and how another client’s treatment (which is individualized and unrelated) affected them. The client also requested to speak via phone and offered contact information.Upon receiving this correspondence, our clinic manager made multiple attempts to reach the client via the contact information provided but was unable to get a response. At this time, our manager sent another email to at least provide an update and further information. It was explained to the client that any information pertaining to another client’s treatment would not be discussed and could not be considered in working towards an amicable resolution for her individual program. To hopefully reach further, our manager also extended our offer of credit to include any services we provide, not just within her chosen plan.The client responded displeased that we would view her program individually and continued to explain that she was unable to comply with our program at this time and since she cannot commit she should be discharged and refunded. Our manager responded by again extending our courtesy beyond the immediate and allowing the client to utilize the credit and subsequent treatment at any time in the next year when she may find more time and dedication to working with us on her goals.As an end to this correspondence our manager and the client worked out a scheduled time to speak over the phone that I, Sean Dunning, Client Services Supervisor for Persona Doctors, could also attend. We spoke via phone conference on Monday, December 11, 2017 around 3:45pm. The discussion went to back and brushed over all previously explained offers and details and reiterated that we would only be dealing with her specific program and created the options for resolution based solely on her circumstances. The client was again displeased with her options and expressed the desire to escalate her concerns further. Our conversation ended with no acceptance of any offer to resolve her account with Persona Doctors.

We apologize for any misunderstandings or miscommunications
between us and patient *.  The $50
deposit and $175 fee paid on the initial visit was a Discounted Starter Fee for
the 6 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 ($225 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.

We apologize for any misunderstandings or miscommunications between us and patient *.  Patient * 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 * 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 40 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 10 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 * and remove the charges for April and May since there was a gap in services.  We would then resume charges/services as of June.