Complaints

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I overpaid on my account by $100.00. When I realized my mistake, I called them on 3/15/22 and requested a refund. They acknowledged my overpayment and told me it would be 6 to 10 weeks for the check to come to me. I called on 5.24.22 to ask about status, left a message. On 5.27.22 I spoke with ***** who told me the paperwork was complete, and I should have received the check. She would send the request to her supervisor for further review. On **** I was told that the Supervisor ****** will follow up. I have spoken with ****** on multiple occasions; 6.28, 6.29, 7.8, was told they were working on it. I called on 7.29, 8.11, 8.31. left messages no response. I have sent numerous emails to billing@anesthesiadynamics.com with no response. I was told that they would email the CEO ***** and cc me but that didn't happen. I want a refund for my overpayment.

  Business response

  02/14/2023

  To Whom it May Concern, 

  Our response to this complaint is as follows.

  This patient requested a refund of overpayment on her account.  The patient advocate team took her information and per protocol escalated the refund request to accounts payable.  This is the only responsibility of the patient advocate team.  Unfortunately, there was a breakdown after the request went to the AP department and the refund was not processed, which is our error. 

  On January 16^th, 2023, this issue was escalated to me, the VP of Operations.  I emailed the patient and let her know that I was personally going to handle this request as I do agree that it has taken far too long.  I asked the patient to confirm her bank routing and account numbers to allow for an ACH transfer, expediting her refund.  The patient confirmed this information on January 18^th, 2023.  The transfer was setup and funded on January 19^th, and confirmation of receipt of funds was confirmed by the patient on Monday, January 23^rd, 2023, the same date of the BBB letter.

  This was a matter of human error that, unfortunately, caused an unnecessary delay in refunding her credit.

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