Hawk Ridge Family Chiropractic

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My wife started going here in late August 2015 to see if they could help her. She went through an hour long consultation where she filled out paperwork and handed them her Insurance Card for that information. She was told that it would be $29.91 with our insurance we have which is United Healthcare. The doctor wanted to schedule her 3 times a week for adjustments for 2 weeks then 2 times a week for 4-5 weeks and so on. We couldn't quite afford to spend that much weekly so she went 2 times a week for a few weeks and at each visit she was charged $29.91 and we paid at each visit. The last visit was on September 15th she was feeling better but we just couldn't keep spending $60 a week that we really were not budgeted for. So she called and told them she would no longer need any future appointments but would come back if she started having problems.



Then on September 26th we received a bill for $70.54 dated September 24th. It stated on the bottom "Our computer was calculating the Aetna allowed amount not United Healthcare allowed amount." This is your balance due. She called and spoke with someone and they said it would be taken care of as it was a fault on their end. Fast Forward a couple weeks later on October 28, 2015 saying we still owe the $70.54. My wife called up their and asked to have Dr. Roach contact her as we didn't think that it is fair that either their software or a clerical entry error caused this error. Dr. Roach called and said that we do have to pay and that he would be more then happy to set us up on a payment plan. This is unacceptable to us as we gave them the proper information they needed but a software glitch or clerical entry error on their part we are forced to pay the bill. We agreed on a rate of $29.91 per session not the $45 per session that we are being back dated on.



I have been in customer service and IT Support for about the past 15 years of life from retail to enterprise environments and if Dr. Roach plans to keep his business open at Hawk Ridge Family Chiropractic he might want to learn some customer service skills and know when to admit the fault was his. You don't make the customer pay for what he calls a "computer glitch" on your end. It's beyond the point of $70.54, much bigger then that we will pay the bill but to think that he would lose a customer and potential future customers that little cost to him shows you what he cares about and it's not the patient.