Complaint Review: Medi Help 24 - La Jolla California

My name is Treva

> I was recently in the San Diego area for Valentines Day celebrating my 8th year wedding anniversary. We chose to stay at the Harbor Marriott, and really enjoyed our time, however my husband developed a stye on his right eye that became very irritating and very uncomfortable.

I called down to the front desk, and asked if they could refer me to the closet local hospital. I was told that the Hotel was in association with a doctor that could come to us, instead of us going to the local hospital.

They preceded to give me the number in which I called. I spoke to a woman named Julie, initially she was very nice, I had many concerns and questions, regarding payment and asked if this would be covered by my

insurance company. Julie was very reassuring, somewhat like a sales person insisting that my insurance company (Aetna) would be billed and stating that if anything I would probably have to pay a small co-pay. I said okay to service, Julie let me know that the doctor would be out to see us in about 45 minutes.

The doctor came out, was nice, assisted my husband, copied down, my insurance card number as well as my bank card information, for a POSSIBLE co-pay that might be deemed. We checked out of the hotel on Monday, February 16, and on the 17 of February there was a $300 debit form my account.

I called immediately, Julie, again answered the phone, but this time was fair less nice, and told me that there was a problem with my insurance. I preceded to called my insurance company and asked them to process the

claim immediately, because Julie said that the only way she would return the deduction amount back to my account. I did exactly that, and spoke to Aetna and the money was credited back within about 5 days.

So today is the 17th of March, and when I went on my on-line banking account, AGAIN the Medihelp group, debited my account again for $300 dollars. I immediately called, and Julie again answered the phone, only this time

she was extremely nasty, and said that I would have to call back in 15 minutes. When I did, questioning why was my account debited she screamed, "Because your insurance didn't pay!" I asked her if she could fax me the

claim so that I could check with the insurance company myself, she gave me a big problem in regards to that. She told me that it was my problem and that I needed to call my insurance company and basically do her job! I did, and I spoke to a Aetna representative named Ingrid. She found the claim and told me that, the claim had been paid, ad that my portion of the service was $27.00 and a few cents. She said that she could call the

Medihelp company and see what they would do to help resolve this, so I volunteered to conference call, so that I could be on the line also. When I called, she immediately recognized my voice, saying that she was busy and on another line. I let her know that an Aetna rep. was on the line and asked to speak with her. She placed us on hold, then came back, and Ingrid introduced herself stating that she was a Aetna representative

in regards to the claim in question. Ingrid explained again that claim had been paid and sent out on March 10, 2004. She also detailed that my portion of the service was around $28.00. Julie was very, very rude, stating that she was not going to debit my card back, until they received payment from Aetna, no matter what she

explained!

In saying all of this, how many people does the Medihelp Group, lure into using their service, while people are in despair, and proceed to treated them with such disregard, once they have access to their banking information. This whole process has been a nightmare, simply because of the poor quality of service that I was given, in association with the Marriott hotel. I would strongly suggest that you evaluate the services that you refer to guest of the Marriott. It simply makes the Marriott look very badly in association with this company. I fully intend to urge all of my corporate associates to consider other hotel accommodations, rather than the Marriott because of this very reason when traveling to the San Diego area. I also am sure that this is not the first time that Medihelp, debits clients cards without recourse. Julie could have made this situation so much easier, if she had of simply taken the time and called my insurance company, and attempted to provide the same type of service that she gave me prior to getting access to my banking info but I'm sure that was not her intention at all.

I would suspect by her treatment that this type of behavior is done very frequently to many, many guest of the Marriott. I hope that this will be investigated further, I would hate to see people being taken advantage of, simply because they needed to see a doctor. The Medihelp Services is a direct contradiction of the type of quality customer service that the Marriott is known for providing.

Treva

Sherman Oaks, California
U.S.A.