This is what I wrote to their feedback email and never got a response. Not only did I not receive any response, but I received a letter from the office stating that my children were no longer allowed to be seen in their offices unless a medical emergency due to a breakdown in the patient's understanding of office policies. I made it very clear to them that I would not be using their services any longer. What kind of petty horrible people run these offices?
I did not use foul language. I did not treat anyone badly. All of this over a $205 bill that was all a misunderstanding to begin with.
To whom it may concern:
I have been a customer of yours for over 8 years. I have been bringing my 4 children into your office in Fort Worth since the day we left the hospital with my 8 year old son. When my other children were born, we did the same. The Doctors we have seen in this office have been amazing. The nurses and support staff have been pretty good to us as well. Back in November, I brought my son into your office. There was an issue with my insurance and apparently that visit was not covered. I never received any sort of communication from anyone in your offices regarding owing you guys anything. We have brought our other children into the office since that time and no one had made any comments regarding any past due balance. In February, I called to make an appointment as my son's medication was running low and I had been told that in order to get a refill, I would have to come back in. At the time I called to make an appointment, I was told that his account had been sent to collections and he would not be able to be seen in that office until the past due balance was rectified.
I called Juan at the Keller office in the billing department. He informed me that the insurance denied the claim due to a gap in coverage and he would be happy to take my payment. I told him that was incorrect and I would call the Insurance company. After speaking with the insurance company, I was told that there should not have been a gap in coverage and a payment would be sent immediately. I still had enough medicine for my son to last until mid April so I didnt fret over it and thought nothing of it. This morning I called your Fort Worth office and asked to make an appointment. I was told that my son was no longer a patient of KidCare Pediatrics and if I wanted anything from them I would have to call Juan at collections. I called Juan and asked him what was going on. He informed me the insurance payment never came and asked if I would like to pay the $230 so my son could be seen. I told him what the insurance told me and he refused to help me. He said that insurance had not given them any payment and until he received payment he couldnt clear my son to be seen by a Dr in your offices. I asked for a supervisor and he kept telling me she was busy or on the phone. Finally I told him to put me on hold and I will wait until she is off the phone.
She immediately got on the phone and told me the same thing he told me. I begged and pleaded with her to fix it and to please let me make an appointment for my son. He needs his medicine. I told her she could be mean to me or act like I was some scumbag that didnt pay their bills if she wanted to, but my sone REALLY needs to see his Dr and get a prescription refill. She continued to interrupt me every time I tried to speak and then kept accusing me of interrupting her while I was talking. She treated me like I was not a customer and I was just some jerk that didnt pay their bills. As I said before, we have been seen at this specific office for over 8 years. All my children have been in that office since they were born. She did not care about me and could not care any less when I pleaded with her regarding my son. All of this over a messed up insurance payment. I just wanted to inform someone of the way I was treated. Apparently my ex-wife called a little while later and was treated like crap by the same woman. She told her they sent the invoices for what we owed to 3 separate addresses and kept changing her story and backtracking.
I will be paying the balance due and receiving a refund from my insurance company, but my ex-wife and I have both decided that we will no longer be doing any business with your company. I have been in customer service in one form or another for my entire adult life and I have never been treated as poorly as I was today. All 4 of my children will now be seen at a different Dr office. Your company will lose out on thousands of dollars over the next 17 years. All because your billing people treated my ex-wife and myself like common criminals instead of the 8 year clients we are. I truly hope whoever is reading this will take this seriously and some sort of action will be taken. I would never want anyone to have to go through what I went through this morning. read more
