ComplaintsforWoodinville Pediatrics

• Initial Complaint

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Dec 11 the business disabled by family account. I have been customer with them since last 10 years and have always been paying my bills regularly.The reception staff who handles billing left a message about sending dues to collection agency but never mentioned this means deactivation of account. I believe the manager ********************* is responsible for this incorrect communication where deactivation of the account was never mentioned in voicemail or recent letter (copy can be provided). I was extremely busy that day and paid dues in 2-3 days. Deactivation should only take place if collection agency cannot collect, and there needs to be clear mention about time when deactivation is going to take place, the messages used in voicemail are not direct - it mentions about sending to collection agency but not deactivation, its almost misuse of power. Even letter in mail doesn't mention when it will get deactivated. Woodinville pediatrics has good doctors but need better policies that empathize with families with children. Understands they have lot to handle sometimes and calling back immediately is not always possible. Most of the other providers wait before deactivation after sent to collection agency.

  Business response

  01/15/2024

  Good afternoon, 

  We make every effort to collect on balances on accounts before sending to collection agencies.  We send monthly statements, make phone calls and then even send a letter to families asking if we can help set up a payment plan (see first letter attached).  This letter even states that we would hate to end our patient doctor ************ due to account issues  I highlighted and resent this to dad for his review.  If there is no response to this letter, then we send a collection notification with date claim will go to collection agency.  Our staff gives one more phone call to the parents to see if we can get resolution.  Again, if no payment, then it does go to the collection agency.  

  Our office did everything we could to collect on services that were rendered to this family in good faith.  Claims went to their deductible and parents did not pay.  Their response was they've had other accounts go to collection, but never had their care terminated.  Our office is like most and we do feel that our ************ has been compromised when an account goes to collection, so we do terminate care.  The parents did not want to lose their pediatrician, but their responsibility of paying in a timely matter is on them. 

  Thank you for your understanding regarding this.  If we can provide any additional information, we are happy to supply it. 

  Have a nice day. 

   

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

  Woodinville Pediatrics

  Customer response

  01/21/2024

   
  Complaint: 21095806
  
  I am rejecting this response because:

  1. Refer to page 2 of business response, it only mentions about involving collection agency and never about termination of service. Same thing goes to the voicemail attached my me in initial complaint, if the business is making effort of calling me and leaving message then at least have clear communication to mention non-payment 'today' will result in termination of service. They only mentioned non-payment will result to involving collection agency.

  The main point is the practice by the business are violating standards of 'better business', they are saying one thing and did something else.

  2. Letter from Nov 7 is vague; the business does not mention any clear deadline when the relationship might end or in what situation they actually do it. If it happens after collection agency fails to collect it, I can understand. The business can add late fees to compensate expenses for involvement of collection agency or for their efforts to collect dues but termination of health-related service is serious and there is need for enforcing standardization of policy for this business by BBB. The website of the business also doesn't have any mention related to this situation. Due to disruption and stress caused to my family by business's dictatory policy I seriously feel like pressing charges.

  3. Letter on Dec 12 is useless; I had done payment even before getting to know that my service has been terminated. Unfortunately, I couldn't do it on the same day Dec 11 when I received the voicemail because the voice message was only about collection agency and I was busy with work that day, so I did payment later only to find out next week that my service is already terminated. The business should make a phone call to both parents and clearly mention about termination before actually doing it and should give them sufficient time and not just call on last day to mention collection agency but not termination. It's foul play, I am sure the business realizes that but not admitting their part of mistake. I have already admitted my part that I should not have taken it to the last week when the account was sent to collection.

  Sincerely,
  
  *********************************

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