ComplaintsforExecutive Health Group

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Executive Health Group for one year for medical services. After the year had passed I received a text (November 2, 2023) indicating that an appointment had been scheduled for November 9. I did not request this appointment. The text asked for confirmation and I did not confirm as I did not ask for it. As a courtesy I texted EHG the morning of the scheduled appointment to advise that I could not come. I was told by text that it was fine and someone would reach out to reschedule. I was not told of any cancellation fees or any additional information. A few days later I received a bill for cancelling in the amount of $1250.00. I had no knowledge of this cancellation charge. I never requested the appointment made and I never confirmed that I would attend the appointment. I never received any phone calls to ensure I knew about the appointment or to confirm my attendance. In essence, after our one year physician/patient relationship ended, an appointment was scheduled for me that I did not ask for or want. I was only given a few days notice by text and I did not confirm that I would attend. I did not bind myself to this appointment in any way. As a courtesy I advised I would not be attending and then charged $1250. I asked *** to remove the charge but they have refused and turned the bill over to collections. They sent a copy of an email sent to my email address months earlier advising of the appointment. I did not receive this email. Emails often fail to download and I do not receive them. They did not follow up to confirm receipt even when they received no confirmation back from me (which they asked for - as I saw only when they provided me with the cancellation bill). I would appreciate any help with deleting this enormous cancellation bill and fixing my credit report. It seems entirely unfair to charge such a fee after scheduling an appointment the customer did not ask for, did not confirm, and had no knowledge of any cancellation fees that would be applied.

  Business response

  03/18/2024

  ****************** received an Executive Physical on November 8th of 2022.  Prior to leaving the office, an appointment was booked with our front desk at 1:04 pm.  It is the practice of the office to schedule patients for their follow up and next year physicals before they leave our office.  No appointment is made without speaking with patients first.  We let them know if they need to change the appointment, we are able to do so as long as it is within the 10 day window. 
  ****************** was emailed a reminder of her appointment three months prior to the scheduled date.  In that email, there is a paragraph that explains our cancellation policy and asks that patients cancel by the 10 day **** or incur a $1,250.00 fee.  The patient coordinator sent the email on August 4th at 4:22 pm.  She did not receive a bounce back message. ****************** signed a form on 11/8/22 authorizing the practice to communicate with her via email. 
  ****************** suggests her emails dont download and she doesnt receive them, yet there is a communication thread with the former office manager confirming her appointment in 2022.  The email address was not changed and incoming messages from her came directly from her current email address. We received no messages stating the emails were undelivered.
  On November 2nd, ****************** was sent a text message reminding her of her upcoming physical in one week.  The text asked for a reply to confirm, but none was received.  ****************** states that she wasnt aware of the appointment until the text arrived, but had intentions to come to discuss possible lower cost options. 
  On the day of her appointment, ****************** texted her doctor to let him know she couldnt make the appointment as she had a sick child at home.  After speaking with the doctor, I immediately called Ms. ******** number. I left a message for her to call our office to discuss her appointment,annual and cancellation fees.  I did not receive a return call.  I tried later in the day to reach ****************** to no avail. The fee was assessed at that time.
  On November 13th, ****************** requested a prescription refill.  Patients are active when the 12 month fee is paid.  Ms.******** status became inactive on November 8th.  The doctor filled the prescription, and an email was sent to ****************** detailing her current status (see attached). 
  On January 3rd, I received a forwarded email ***************** wrote to my director requesting we remove the fee.  I replied explaining the reason for the fee and asked that ****************** give me a call to discuss.  I did not receive a response. On Monday, March 11, **************** forwarded Ms. ******** email to me.  Her bill had recently been turned over to collections after three attempts to collect (11/9,12/29/1/25).  All messages were reviewed (via email). Our office makes every effort to ensure all of our patients are completely satisfied with the service our practice offers and that each patient is treated fairly based on the policies and procedures of the office.

  *****************************

  Practice Manager

   

  
  

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