ComplaintsforAt Your Door Visiting Healthcare Services
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Complaint Details
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Initial Complaint
01/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My Parents are in Assisted Living and At Your Door provides medical care for them. As their Daughter and POA I pay the majority of their bills. For the past several months, I have attempted to reconcile with them the amounts they are charging my parents. In several cases, it appears they have charged my parents 2 and 3 times for the same service. On nearly every statement it states that their account is past due when it is paid every month. The bookeeping for this account is a mess. At one point I was told that there was confusion due to BOTH of my parents receiving care, and the 2 accounts had become confused. I recently recieved a retun call from an employee working from home, whose child was crying/screaming in the backgound to the point that I ended the call and requested she look into it further and call again. Since then I have received yet another statement stating the account is $72.38 past due. Patient Account number : *********** ***** ******* Patient Account number : *********** ***** *******Business response
01/15/2024
********
I have spoken to the issuer of the complaint via phone. Our billing department has also spoken to her. The payments were sent in under her father's name and all of the money was posted to her father's account. Her mother's account was not paid. We have transferred the extra funds from her father's account to her mother's account. The daughter is still concerned she has overpaid. Our billing specialists continue to work with her to explain the transactions and have asked her to clearly mark the checks/payments with the patients' names so the money isn't posted to the wrong account. Our electronic health record, ******, does all of the billing. Any delays in this process have been due to us communicating with ******, researching how the money ended up in one account and not the other, and awaiting our billing department's advise. Also, of note, we did switch billing companies back in Feb of last year which initially may have complicated the matter.
To my knowledge we have done all we can to rectify this situation, but I did give the daughter my personal cell phone number as the (former) owner of the company. I continue to run the daily operations, am a nurse practitioner myself, and want her to feel comfortable letting me know if she is not satisfied after speaking to our billing specialists. I have not heard back from her as of today. My office manager spoke to her again late last week and felt like they were on the right track.
Thank you for the opportunity to respond and I will gladly continue to work with her to rectify this situation.
***** ***** **** ********
Primary Care for At Your Door: Visiting Healthcare Services
Customer response
01/26/2024
After speaking again with ***** ***** this complaint is still being investigated. Apparently, their billing is done by another company with whom they are communicating.
Regards,
****** *******Business response
02/07/2024
******** **** and I met with ****** (daughter/POA) today to review. This situation has been resolved. We identified 2 issues: One, some payments went to our old billing system. They have been pulled over and the old system is closed so this will not happen again. Secondly, we identified that on the checks electronically sent in by ******, one digit of her mom's account number was missing. The check has her dad's name on it. Therefore, our system, ******, deposited the money into her dad's account, likely because the account number did not match either account but it had his name on the check. ****** will update the account numbers and we will monitor to see that this does not occur in the future. We reviewed both accounts and any money owed. ****** will contact us with any further questions. We are happy to help to ensure this becomes a smoother process for all. Thank you!Customer response
03/04/2024
*************
At Your Door has resolved this issue to my satisfaction. Thank you
****** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.