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ComplaintsforRiverside Recovery of Tampa, LLC
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Complaint Details
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Initial Complaint
11/13/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
What the business committed to provide for meInitial Complaint
07/16/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My daughter went to this program on Sunday June 27. There was a conversion with her regarding payment upfront because she has Cobra insurance and they could not verify approval before she came in. I was not part of that discussion. When we arrived my daughter's credit card would not go through. The young man checking us in told me as soon as her insurance was approved I would get $5000 back on my credit card- so I used mine because.I knew her insurance would approve quickly. Now, although her insurance approved the stay, they are saying I have to wait for all charges to go through. Which means I have to pay the interest on the charge. I have called and they take no responsibility for what the employee told me and are still holding my $5000.Business response
07/21/2021
Business Response /* (1000, 5, 2021/07/19) */ Contact Name and Title: Kent Runyon, VP Contact Phone: (XXX) XXX-XXXX Contact Email: *******@rrtampa.com We completely understand and empathize with the writer of this complaint. Her statement is true in regard to what was said about the reimbursement of the $5,000 upfront deposit. There seemed to be confusion regarding what would trigger a refund. We do not issue refunds on deposits until full payment is received from the insurance company. Healthcare providers never know how much or if any of a claim will be covered by insurance until the payment is received. For this reason, upfront deposits are necessary and the timing of refunds are connected to the actions of the insurance company. In this case, a (partial) payment was received on 7/12/21. The account has not been fully paid and for this reason it had correctly not triggered our accounting department to issue a refund. This account still has claims outstanding and we cannot be certain that those claims will be fully paid. However, upon review we are comfortable proceeding with a full refund based upon the partial payment that has been received and to reduce any hardship upon the family. Consumer Response /* (2000, 7, 2021/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciated the call from Kent Runyon. A very professional and kind conversation. We resolved the issue and my deposit had been returned. He is going to implement clearer guide lines so this does not happen again.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.