Here is the response, I have edited the names out pending possible legal action. It is interesting they do not comment on the behavior of the neurologist. They offer a refund out of "good will", to me good will means we messed up please don't sue us. I never requested a refund, I just suggested it.
Mr. XXXXXXX,
I am in receipt of your letter dated September 14th, 2012, in which you shared your concerns related to an office visit at XXXX ALS Clinic on July 27th, 2012. I would like to express my sincere apology for your experience at XXXX Private Diagnostic Clinic.
In your electronically submitted feedback, you stated that the care you received at XXXX did not meet your expectations and you requested the fees from the visit on July 27th, 2012, be waived. I contacted Dr. XXXXXXX X. XXXXXXX, Director for the XXXX ALS Clinic, and shared your concerns and request with him. He expressed his sincere apologies for not meeting your expectations.
After a review of the charges for the date of service, we have determined that a thorough examination was done by a qualified physician and his staff. Because of this, the physician and the facility fee charged are both accurate. However, as a gesture of good will, the XXXX Billing Customer Service Department, in consultation with the physician, has agreed to adjust both fees to a zero balance. Please know that it can take up to 4 weeks for the balance to be reflected in your credit card.
At XXXX University Hospital, we respect the privilege our community extends to us in delivering their health care. We appreciate you choosing XXXX in the past and hope that you will allow us the opportunity to rebuild your trust in the future. Please do not hesitate to contact me if I can further help at (000) 000-0000
Sincerely,
XXXXXXX
Patient Advocate
Patient and Visitor Relations
