Spine Team Spokane

Hi [redacted] I would like to close and retract this case as I got the company to work it out with me because they saw other reviews I did all over the Internet I have a greed to retract the case and remove reviewsCase # [redacted] Thank you [redacted] ***

[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]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The spine team called me and told me they were going to send me a check but I've yet to see it and that was last Friday the 4th of September
Regards,
Stephen Cunningham

Complaint ID: [redacted]The customer was quoted an estimated price for service to be provided based on a contracted amount with his insurance company.  The insurance company was to pay part of the amount of the service, and the customer would be accountable for the remainder. We are a specialty...

service that collects payments at the time of service. On 7/10/15 the amount quoted was collected from the customer. The customer received a service on that date. However, the service provided ended up costing less than what was originally quoted. This is because the specialized equipment that we anticipated needing to use for the service was not needed after all.  The accusation that the customer was "double billed" is not accurate. His insurance company was billed correctly for the service that was provided (without the specialized equipment). The customer is encouraged to contact his insurance company to verify this. We encourage him also to contact them to confirm that the price we quoted him originally is the correct contracted price for the service provided had we used the specialized equipment.We received payment from the insurance company on 8/19/15, shortly after the customer first brought his complaint to our attention. The payment was posted to the customer's account at that time. Once the payment was posted it was noted that the customer had a positive balance on his account. He was contacted and was asked if he would like to have this balance applied to future services for which he was scheduled, or whether he would like a check for the balance. He opted to receive the balance in the form of a check. The customer owed our company money from services provided on a previous date of service (6/10/15). After applying his overpayment from 7/10/15 towards what he owed from 6/10/15, a check was written for the remainder. The check was mailed to the customer on 9/2/15. A phone call was made to the customer on that date in a final attempt to explain the situation to the customer and fully resolve his concerns. A summary of the charges incurred for services and the payments he had made were included with the check. He now has a zero account balance with our company.Our company had several phone conversations with the customer regarding his complaint and his account with us. The dates and content of the conversations are documented in our records. We attempted multiple times to explain why we collected so much more than what he actually ended up owing from his service on 7/10/15. Again, the reason for the discrepancy was because we anticipated needing to use specialized equipment to successfully provide the service. We were able to provide the needed service without the use of the specialized equipment. This ultimately saved the customer a substantial amount of money. These savings were returned to the customer in the form of credit to his account for services provided on a previous date of service and a check. Unfortunately, we have been unable to convey this information to the customer over the phone in a way that has fully satisfied him. We are hopeful that this written response to his complaint will be helpful in resolving the customer's concerns.(It is noted that several of the details of the services provided were omitted in an effort to protect the customer's privacy and comply with confidentiality laws regulating a medical clinic such as ours.)

Hi [redacted]. I would like to close and retract this case as I got the company to work it out with me because they saw other reviews I did all over the Internet I have a greed to retract the case and remove reviews. Case # [redacted]. Thank you. [redacted]

After verifying with our bank that the check we previously wrote and sent to the customer via USPS had not cleared, we prepared and mailed a second check today. We apologize that it has taken so long for the customer to receive the check. We cannot explain why the first check was never received by the customer. Again, a new check has been issued and mailed to the customer. Thank you.

Shocking front-end service from "[redacted]" - it appears this woman has a minimal degree of compassionate customer service, something that is critical for patients in pain. When I questioned [redacted] about the deductible, $70 for two doctors, after several minutes of trying to correct her incorrect billing information, she told me that if I did not like what was billed she would cancel my appointment. I called her on her abusive behavior and asked for her supervisor. She said there is no supervisor: so much for checks and balances with The Spine Team of Spokane. [redacted] - you cannot treat customers this way. Social media is far too strong these days to be treating patients in such a manner.

Review: They double bill me .I payed $348 at the time of my visit then they bill my insurance company that they have a contract with and bill them $230 .MY Insurance payed what the contract call for and all I should have been responsibility for was $71.79 . I have talk to them and got the run aroundDesired Settlement: I would like a refund of $276.03

Business

Response:

Complaint ID: [redacted]The customer was quoted an estimated price for service to be provided based on a contracted amount with his insurance company. The insurance company was to pay part of the amount of the service, and the customer would be accountable for the remainder. We are a specialty service that collects payments at the time of service. On 7/10/15 the amount quoted was collected from the customer. The customer received a service on that date. However, the service provided ended up costing less than what was originally quoted. This is because the specialized equipment that we anticipated needing to use for the service was not needed after all. The accusation that the customer was "double billed" is not accurate. His insurance company was billed correctly for the service that was provided (without the specialized equipment). The customer is encouraged to contact his insurance company to verify this. We encourage him also to contact them to confirm that the price we quoted him originally is the correct contracted price for the service provided had we used the specialized equipment.We received payment from the insurance company on 8/19/15, shortly after the customer first brought his complaint to our attention. The payment was posted to the customer's account at that time. Once the payment was posted it was noted that the customer had a positive balance on his account. He was contacted and was asked if he would like to have this balance applied to future services for which he was scheduled, or whether he would like a check for the balance. He opted to receive the balance in the form of a check. The customer owed our company money from services provided on a previous date of service (6/10/15). After applying his overpayment from 7/10/15 towards what he owed from 6/10/15, a check was written for the remainder. The check was mailed to the customer on 9/2/15. A phone call was made to the customer on that date in a final attempt to explain the situation to the customer and fully resolve his concerns. A summary of the charges incurred for services and the payments he had made were included with the check. He now has a zero account balance with our company.Our company had several phone conversations with the customer regarding his complaint and his account with us. The dates and content of the conversations are documented in our records. We attempted multiple times to explain why we collected so much more than what he actually ended up owing from his service on 7/10/15. Again, the reason for the discrepancy was because we anticipated needing to use specialized equipment to successfully provide the service. We were able to provide the needed service without the use of the specialized equipment. This ultimately saved the customer a substantial amount of money. These savings were returned to the customer in the form of credit to his account for services provided on a previous date of service and a check. Unfortunately, we have been unable to convey this information to the customer over the phone in a way that has fully satisfied him. We are hopeful that this written response to his complaint will be helpful in resolving the customer's concerns.(It is noted that several of the details of the services provided were omitted in an effort to protect the customer's privacy and comply with confidentiality laws regulating a medical clinic such as ours.)

Consumer

Response:

[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]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The spine team called me and told me they were going to send me a check but I've yet to see it and that was last Friday the 4th of September

Regards,

Stephen Cunningham

Business

Response:

After verifying with our bank that the check we previously wrote and sent to the customer via USPS had not cleared, we prepared and mailed a second check today. We apologize that it has taken so long for the customer to receive the check. We cannot explain why the first check was never received by the customer. Again, a new check has been issued and mailed to the customer. Thank you.