PHC of VA., Inc.

Review: [redacted] in Billing at Mt. Regis agreed with me that I had overpaid the Center $2,240. She stated, during the first week of November, that I would receive a refund soon. I checked back twice and a senior counselor at the Center checked with [redacted] after that. Each time, I was told that my refund (not an insignificant amount of money) was "processing." It is now December 1st, and I have written twice to [redacted]'s manager, [redacted]. I have not received a refund or the requested explanation as to why or what is happening.Desired Settlement: I want my promised refund of $2,240 paid immediately.

Business

Response:

To Whom It May Concern:

We are in receipt of the complaint filed with your organization by customer [redacted]. This issue has

been evaluated and resolved. Please accept this as notification of resolution.

This complaint centered on an expected refund due to the customer. Our internal policy is that account refunds

are not issued until the insurance payer has issued their final payment. When an insurance company issues

payment they include an EOB which details the patient's responsibility (deductible and coinsurance) related to that

claim. With that finalized amount, we are able to issue final and accurate refunds. At the time of the inquiry and

complaint, final payment had not yet been received by the insurance carrier.

After review with our CEO and CFO we agreed to make an exception to this internal policy due to the extensive self

pay portion of your account that was in addition to the portion covered by [redacted]. We are issuing this refund in

good faith that [redacted] will pay their portion of the charges. If for any reason [redacted] denies coverage we will contact

the customer. At this point, we have no indications that payment from [redacted] will be problematic.

The customer was contacted on Friday, December 20th at which time the above information was provided, The

customer was also informed that the refund check of $2,240.00 would be available for pickup at the facility upon

receipt from our corporate account payable department on December 24th. The customer acknowledged and

plans were made for this exchange.

Our facility considers this issue to be fully resolved to the customer's satisfaction. Please feel free to contact me

directly if further information is needed. Thank you.

Business and Admissions Director

Mount Regis Center

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have received the expected refund check.

Thank you for your help!!!

Regards,