ComplaintsforEmergency Physicians Of The Rockies, P.C.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THE INVOICE WAS PAID BY ME (THE PATIENT) AND MY INSURANCE DIRECTLY TO THE PROVIDER. I HAVE BEEN WAITING SINCE JANUARY 21 2022 FOR MY REFUND. I WAS TOLD IT WOULD TAKE 90 DAYS AND WHEN I FOLLOWED UP THEY TOLD ME THEY NEEDED A RECEIPT OF PROOF OF PAYMENT TO THEM. EVEN THOUGH THEY COLLECTED THE MONEY I STILL SENT THEM THE RECEIPT ON JUNE 2 2022 (EMAILED TO PAITENTBILLINGSUPPORT) . ITS NOW JUNE 28 2022 AND NO REFUND HAS BEEN ISSUED. I NEED MY MONEY BACK. I AM GOING IN CIRCLES ACCOUNT: ********** PATIENT: ****** ****** REFUND AMOUN $313.80

  Business response

  06/29/2022

  Mr. ********
  
  In regard to the case #********, our process for refunds takes about 90 days, at this time I show the account has completed processing and a refund check will be issued on July 1.     We did not receive the insurance payment until February 2, 2022, this is when the refund process started, we then also had to wait for verification from collection agency that payment had been made to them in full.  Our refund check runs are the first of every month and since we did not receive response from collection agency until June 2022, this caused the refund check to issue on July check run.  
  
  Jennifer Shuck
  Client Service Support
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed for an ER visit from Sept. 26, 2020 by Emergency Physicians of the Rockies. I paid $75.00 on Feb. 10, 2021, and another $75.00 on Mar 31, 2021. Neither payment was reflected in my outstanding balance, so I phoned this company on June 10, 2021 - At that time, they indicated that insurance had covered the balance, and that i actually had overpayed by $75.00. I was instructed to make no further payment. However, I continued receiving statements with a balance. I called again on July 7, 2021; Sept. 27, 2021; and Feb. 15, 2022. Each time, I was instructed not to pay anything further, and that the remaining balance would be zeroed out. In the meantime, I have now received a collections bill from ********* and ********** for the "remaining balance", dated Feb. 9 2022. In my most recent call with Emergency Physicians of the Rockies on Feb. 15, 2022, after receiving this collections notice, I was again informed that the balance owed is zero, and to not pay anything further.

  Business response

  02/17/2022

  I have escalated this inquiry to the manager of client services to look into.

  In response to Case #******** – ****** *******:
  
  Mr. ******* (patient) was billed for his ER visit on 6/26/2020 in the amount of $1266.00, insurance sent EOB with adjustment of $802.62 and a deductible portion of $463.38 owed by patient. 
  
  Patient called in 2/9/21 – asking to set up monthly payments which we agreed to and asked for them to be timely and consistent to which we received payment of $75.00 on 2/21/21, payment of $75.00 on 4/2/21,  payment of $75.00 on 6/17/2021.  There were no other payments received after June 2021.
  
  On April 10, 2021 – we applied another insurance adjustment to the account of $313.38, the patient called on 7/7/21 asking of account balance at which our office informed he had overpaid and was due a refund.  During that time, we learned that the second adjustment applied was an error and should have been posted to another account.  Patient called on 9/27/21 and was informed that we made an error, and the second adjustment was removed.  Statements went out to patient in November and December of the remaining balance which we received no response, to account was turned to collections in January 2022. 
  
  Patient called us on 2/15/2022, inquiring about account. He was advised that the account was in collections but was sent for error review of account to be removed from collections and to allow time for review process.
  
  I received this review this morning and have sent notice to agency for the account to be removed due to our error of posting the incorrect adjustment and then removed.  This account will be adjusted to zero balance.
  
  Client Service Support
  
  

  Customer response

  02/17/2022

  Complaint: ********
  
  I am rejecting this response because:  Thank you for this detailed response.  As the matter has been referred to ********* & **********, the debt collection agency, a successful resolution to this matter can only be official notification by ********* & ********** that they have been contacted by Emergency Physicians of the Rockies that that the debt has been resolved as an error.  Unfortunately, the acceptable timeframe for this to occur is quite short given *********** demand of a response by March 15, 2022.

  The response as provided by Emergency Physicians of the Rockies also contains several factual discrepancies.  I initially contacted their office after my 2nd payment of $75.00, dated March 31, 2021, was not credited to my account.  During my follow-up calls of June 10, 2021; July 7, 2021; and Sept. 27, 2021, I was informed during each of these 3 calls to make no further payments, as I had overpaid and a refund would be forthcoming.  As Emergency Physicians of the Rockies was giving this direction, I made no further payments.  My final call, dated Feb. 15, 2022, was after receiving the collections letter from ********* & ********** dated Feb. 9, 2022.

  A letter from ********* & **********, confirming that they have been directed by Emergency Physicians of the Rockies to eliminate this balance due, is the only acceptable solution at this juncture.
  
  Regards,
  
  ****** *******

  Business response

  02/21/2022

  This account has been removed from collections

  from: Jennifer S**** <*****************>
  to: "**********************" <**********************>
  date: Feb 22, 2022, 7:50 AM
  subject: Complaint #********

  Per are adjustment process the account will be pulled back from ********* and adjusted to zero in our office, this will close the account at collections and clear the CBR.   We also ask the collection agency to send letters to the patient to inform them of the closure, I believe their process can take up to 30 days, but the patient will be receiving a letter.    Our office will also send out a zero-balance statement once our process has completed.
  
  Jennifer S****
  Client Service Support

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