In September of Dr. Courtney Crombie performed a reconstructive surgical procedure for me. I received only one bill for the combined charges including the consultation, the actual procedure, and the follow up: It was $120.91, dated 11/08/10. I paid this bill in full on the due date of 11/29/10, over the phone using a credit card. I did not receive any other bills from Dr. Crombie's office or from the U of U Plastic Surgery Associates. As far as I knew, my account was paid in full.
In April of I received a letter from Clear Management Solutions (CMS), a billing company, claiming that I owed a balance of $18.15 to Dr. Crombie. I had never received a bill for this amount, and immediately contacted CMS and explained that I had only received one bill for $120.91, which I paid in full. I faxed proof of payment to them the same day (4/21). I thought this had resolved the issue.
In June I received another letter from CMS, claiming that I had "failed to respond" to the first one and threatening to turn my account over to collections. I called them immediately and spoke to Barbara, who confirmed the receipt of my fax back in April, and could not understand why a balance due was showing up on my account. She said she would investigate the matter and call me back, but I never heard from her.
In July I received a collection notice from Express Recovery Services (ERS). Somehow, the amount they claimed I still owe had increased from ~$18.00 to $24.46. I called ERS to dispute the debt. They said they would send me documentation of the amount due.
The paperwork they sent is nearly illegible. I am not trained in medical billing codes, and there is nothing to explain how the balance they claim I owe was calculated or what the charges are for. From going over the paperwork, it looks like U of U Plastic Surgery Associates received my payment in November and marked my account balance as $0.00; then on 3/23, they recalculated my account and somehow managed to come up with a balance of $18.14 (which doesn't exactly match the amounts CMS or ERS claim I owe).
Instead of sending me a bill and an explanation of how this amount due was calculated and what it is for, U of U Plastic Surgery Associates sent it directly to collections.
This is a terrible billing practice and an extremely rude way to treat a customer. I suspect that this is a billing error on their part, but I cannot get anyone at their office to talk to me. When I call, I get their voicemail and no one ever calls me back. I have also sent a letter, but still have gotten no response.
I demand that U of U Plastic Surgery Associates investigate this matter. They must send me a detailed explanation of what this charge is for, how it was calculated, why the calculation was done 5 months after my bill was paid in full, and why they sent it immediately to collections instead of billing me directly. They must tell me why the only bill I ever got was for $120.91, and why this $18.14 amount they claim I still owe was not included in the one bill I ever received.
U of U Plastic Surgery Associates must handle this matter themselves, as I will no longer deal with CMS or ERS. It is extremely insulting to receive collection notices for a bill U of U Plastic Surgery Associates never told me that I owed.
I repeat that I will only deal directly with U of U Plastic Surgery Associates—NO debt collectors. On the small chance that this is not a billing error and I do actually owe $18.14, I will only pay it to U of U Plastic Surgery Associates, not the collection agency. I will only pay the original amount due, $18.14. I will not pay interest for a bill that U of U Plastic Surgery Associates never sent to me.
From now on, I will avoid University of Utah Healthcare, and choose other providers whenever possible. I have informed all of my friends and family about this terrible experience and urged them to go elsewhere for healthcare whenever possible, in order to avoid being harassed by debt collectors and treated like a criminal.
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