Physical Therapy & Sports Medicine Center

8/18/17To: [redacted] (ID ***)Re: Revdex.com ComplaintDear [redacted] , At the beginning of July 2017, paperwork regarding a refund was brought to meI was not aware that there was a situation until I read your letter of complaint to Revdex.comI am truly sorry for the inconvenience that this may have caused you, and I hope you would allow me to explain the situationPTSMC has been working very hard to ensure that all our patients receive the best physical therapy care and customer service possibleThis involves not only hiring the most qualified and professional therapists and office staff, but also making sure that our centers are spacious and equipped so that both patients and employees are comfortable and productive while hereSubsequently, PTSMC has gone through some major staffing and geographical changes – moving our billing office to a larger space and having to re-vamp the entire billing staff It is our goal to be the best at what we do, as we learn and grow in service of our patients I am happy to say that we now have a billing department of four hard-working employees, run by Director Gladys W [redacted] .The billing staff have all been trained by our billing director, and unfortunately, during this crucial training period, some “second-tier” processing such as refunds, were put on holdAfter researching your file, I confirmed that you graduated from PTSMC in February The billing department received your EOB’s from the insurance company a few weeks after showing that a refund was duePer company protocol, billing must wait until every claim/date of service is paid before any refund is issued to a patient The reason for this is to obtain an unquestionable verified final amount to be refunded Once the final amount has been verified & approved, there is a 30-day grace period for the refund to be processed(Our company set up with accounting department to write check for all payments bi-weekly) Your file was forwarded to my desk on 6/27/I was out of the country at that time, and I believe the billing office informed you of this Shortly after my return to the office, the refund payment was issued and mailed to youI also received a call from you same around that timeThe accounting department verified and has confirmed that cheque # [redacted] in the amount of $has been cashed on 7/25/(less than day).Again, I acknowledge the delay in processing and apologize for any inconvenience that it has caused you or for any lapse in communicationI hope that you can still appreciate the efforts that I am making to create a PT center that provides more professional service and care, and it is also my hope that the physical therapy you received at our facility has made a positive difference.Kindly accept a token of appreciation from me, which you will be receiving in the mail soonPlease keep my contact information handy, should you have any future questions or concerns Warmest Regards, Sasan C