Complaints

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• Initial Complaint

  Date:12/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When my father was alive, I overpaid $3385.60 which is proven in the email thread below. Carrington Place overcharged me and then admitted overcharging me in the email thread below. I have not received the money. The following needs to occur. I have copies of all the checks I sent.
  
  Please mail the check for overpayment of $3,385.60 to the following:
  
  ****** ******** *** ****** ***** ******** ***** ** *****   ****** ******** 
  9:02?AM (5 minutes ago)
  to BOM
  
  ******* - This refund is taking months. What is the name and phone number of the corporate office?
  
  On Sun, Nov 5, 2023 at 11:34?AM ****** ******** wrote:
  I have not received any updates.
  
  Please provide the contact information for the corporate office so I can contact them.
  
  The overpayment was made months ago and this needs to be resolved immediately.
  
  Thanks!
  ______________________________________
  
  On Mon, Oct 30, 2023 at 11:04?AM BOM Botetourt wrote:
  I have submitted to home office; they process all refunds. I can check with them for an update.
  
  
  
  Thank you,
  
  ******* ******  Campus Human Resources & Business Office Manager
  
  Carrington Place at Botetourt Commons
  
  Carrington Memory Care _______________
  
  
  From: ****** ********
  Sent: Saturday, October 28, 2023 8:16 PM
  To: BOM Botetourt
  Cc: ***** *******
  Subject: Re: ****** invoice
  
  
  
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  
  
  I still have not received a check for the overpayment. It has been months since I made the overpayment. Has the check been mailed?
  
  
  
  ____________________________________________________
  On Sep 27, 2023, at 11:46 AM, BOM Botetourt wrote:
  
  ?
  
  Good morning,
  
  
  
  Medicaid has now paid all his claims, so I have submitted the refund to home office (they handle disbursing refund checks). Once they process this (within 30 days) it will be mailed to the address you provided below. The refund is $3385.60. Please let me know if you have any questions.
  
  
  
  Thank you,
  
  ******* ******  Campus Human Resources & Business Office Manager
  
  Carrington Place at Botetourt Commons
  
  Carrington Memory Care ___________________________
  
  From: ****** ********
  Sent: Friday, September 22, 2023 9:41 AM
  To: BOM Botetourt
  Subject: Fwd: ****** invoice
  
  
  
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  
  
  *******,
  
  
  
  I have not received a return check nor have I received money back in my checking account. Would you please process the refund?
  ________________________________________________________________
  ---------- Forwarded message ---------
  From: BOM Botetourt
  Date: Wed, Aug 9, 2023 at 3:09?PM
  Subject: RE: ****** invoice
  To: ****** ********
  
  
  
  45 days if insurance has paid on all the claims. I’ll keep you posted.
  
  
  
  Thank you,
  
  ******* ******  Campus Human Resources & Business Office Manager
  
  Carrington Place at Botetourt Commons
  
  Carrington Memory Care _____________________
  
  From: ****** ********
  Sent: Wednesday, August 9, 2023 2:58 PM
  To: BOM Botetourt
  Subject: Re: ****** invoice
  
  
  
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  
  
  Thanks so much *******.
  
  
  
  What is the typical turn around time?
  
  
  
  Appreciate the help.
  
  ___________________
  
  On Aug 9, 2023, at 2:53 PM, BOM Botetourt wrote:
  
  ?
  
  Thank you for sending this, it helps. We missed the payment for $4935.82. I have submitted this to home office to notate on his account. I will be in touch once they have processed it and we can get that refund processed. It does take a bit for the refund to process, home office handles that end of things.
  
  
  
  Thank you,
  
  ******* ******  Campus Human Resources & Business Office Manager
  
  Carrington Place at Botetourt Commons
  
  Carrington Memory Care _____________________________________
  
  From: ****** ********
  Sent: Tuesday, August 8, 2023 9:53 PM
  To: BOM Botetourt
  Subject: Re: ****** invoice
  
  
  
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  
  
  ******* -
  
  
  
  I actually paid $19,560.88 per the attached cancelled checks and only owed $16,175.28 per your email below. Please issue me a check for the difference in the amount of $3385.60. For further clarify, I have also included copies of every cancelled check (both front and back).
  
  
  
  Also, here is a spreadsheet for side by side comparison.
  
  
  
  
  
  Please mail the check for overpayment of $3,385.60 to the following:
  
  ****** Please let me know when the check has been issued.
  
  
  
  Thanks!
  
  
  
  ****** ******** ________________________________
  
  On Tue, Aug 8, 2023 at 3:05?PM BOM Botetourt wrote:
  
  Hi ******,
  
  I got your message and wanted to send this to you so you could look at what I’m seeing. Please let me know if we have missed a payment that you might have made. His RL -resident liability is what is left for the small amount of time he was here in June. That is given to us by Medicaid. Please let me know if you have any questions or we didn’t receive a payment that you sent.
  
  
  
  Thank you,
  
  ******* ******  Campus Human Resources & Business Office Manager
  
  Carrington Place at Botetourt Commons
  
  Carrington Memory Care 

  Business Response

  Date: 01/16/2024

  Hello. 
  Thank you for bringing this issue to our attention.  We have reviewed the
  complaint as well as internal processes and documents.  We have issued a
  refund to Ms. ******** for the ancillary total remaining of $3,055.60.  We bill insurance
  as a courtesy.  Refunds are reviewed and owed to the responsible party
  after all insurance payments have been made.  Once that has been verified,
  refunds are issued, as they are being done in this case.  These processes
  are unfortunately not as timely as we would like due to all of the complexities
  of insurance companies and medical billing intricacies.  We
  apologize to Ms. ******** for any inconvenience and will work to continue to
  streamline our processes to avoid any delays.Best,***** *******