Request Serious Play, LLC

This server was repaired and returned workingIt was received by [redacted] on May 9, 2017.?

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:My general dentist told me that I have to extract that toothI remember that I asked him if I needed an implant there and he told me no.I called to make an appointment, and the appointment was set for January 31st, I asked how much will be an extraction, he/she said Ok, I said, since I will have insurance until January, and is not very expensive; could you please call me back if you have any cancelation?They call backThe appointment was 12/7/at 9:00amI said just EXTRACTION, and was very clear about the feeI asked the lady who answer the phone to call me if they have any cancelation and I think MrLou call me back saying that they had an appointment for the 7thYes, what DrBoquel explains in section “D” is right..He didn’t discussed the various options, he just said that he needed to place bone and membrane because that was not a wisdom tooth, and he needed to prepare for an implant; no other options discussedThat is absolutely not true I was already sat in the chair with everything ready for anesthesia he never said this is going to increase the cost, an extraction is , and this procedure will cost you 934.00; since you have not insurance, do you prefer to move the appointment to January? He never discuss the cost which is 600% more than what I was expecting ; therefore , I never accept to pay Do you think that I have the right as a “costumer” to know how much is a service that I am going to receive?I am absolutely sure that I have the right to know, and he has the obligation to let me know before he starts to workYes, first I signed the paper in the last line, to authorize the extraction before he change the extraction to a guided bone; but, at that point was just an extractionFalse, I didn’t read the form again,while he was working in the anesthesia, he turned his face to the table and realized that I didn’t initialed the formHe pull the paper and asked me to initial it we were in the middle of the anesthesia or preparing for that he just pull the paper and the pen I asked with my face, (what is that) he said it is to authorize the use of humane bone.This is not trueI never asked for monthly paymentsShe never offer monthly payments, she was just looking to me waiting for the total amount I try with two credit cards that were rejected and finally paid the half $She gave me a credit card form to fill with my information, and very clear she said that the other half will be charged on the first days of January(Again the statement is false)Yes, this is true; obviously, I was not going to leave the Droffice running to avoid the paymentThis is false, I never went back, or returned to the officeI called three times, and explain my concern to three different people of that officetwo women and one man(None of them offered any additional option, no help, or talked about monthly payments)The Customer also telephoned DrBoquel's office numerous times times.Yes, I had a very professional procedure, it was perfectThe administrative, financial aspect, and the practice itselfFirst, one of DrBoquel’s financial team explained to me step by stepShe wrote in a paper which was going to be my payment, and the insurance payment in each step of the processShe was always very, very kindShe knew, like every single person with a minimum common sense, that people do not extract hundred bills from the wallet just like thatCONCLUSION:Ms [redacted] ; In this case, the fact is very clear, the business (DrBoquel office), and the costumer (me) did not have the proper communication about the increase of cost from (a) extraction, to (b) bone, membrane and etcthe difference of the amount is of $(600%) The business took advantage of the situation, not explaining the numbers Conflicts related to fees are unpleasant under any circumstances, this time the fees conflict is in favor of the dentistThe costumer was trusting in her dentistI never thought that this situation was going to take place knowing how king they were in the pastI don’t know who wrote this answer to my complain, but obviously, he or she do not know what happen because there are multiple inaccurate statementsThe answer to my complaint is trying to insult my intelligence.This statement has a constant scheme of twisting the truthI don’t know how DrBoquel allowed this.For me as a “costumer” this situation is totally unacceptableI am not going to go back, I do not trust him or any of his team.I am not going to pay anything else

This server was repaired and returned workingIt was received by [redacted] on May 9,

This server was repaired and returned workingIt was received by *** on May 9, 2017.

I have received the Customer's rejection dated December 29, 2016, of DrBoquel's original response (the "Rejection")At this point, I do not believe it is necessary or helpful to respond to each of the Customer's statements in the Rejection.We have reviewed the Customer's appointment and believe that she was completely and adequately made aware of the proposed treatment- and the cost estimate - prior to the start of the dental procedures on the date of her appointment, December 7, Indeed, the Customer signed and specifically initialed an informed consent document that explained the treatment to be performed that day.Originally, the Customer had not initialed the optional section of the consent document that explained the part of the treatment she discusses in her Rejection; DrBoquel noticed this immediately and asked her to do soOf Course, DrBoquel discussed with the Customer the additional procedures to be performed that dayThereafter, the Customer read the form again and placed her initials as requested to acknowledge the full scope of the treatment including the additional procedures - to be performed that day.We regret this situation and the conflict it representsOur experience with the Customer prior to this situation was pleasant and cordialIn her own words, the Customer describes DrBoquel's office as "professional' and "perfect." That is the relationship that we strive to create with all of our patients We may never know exactly what happened on December 7, 2016, to cause the Customer to file a complaint with the Revdex.comWhat I do know is the following: (1) at the time she made the appointment, the Customer stated that she wanted DrBoquel to extract her wisdom tooth; and (2) when DrBoquel evaluated the Customer on December 7, the wisdom tooth had already been extracted by a dentist (other than DrBoquel); and (3) DrBoquel evaluated the Customer's mouth and he discovered that the tooth causing the Customer such intense pain was tooth # 31; and (4) once the painful tooth was correctly identified by DrBoquel, he discussed the proposed treatment with the Customer; and (5) after discussing DrBoquel's findings and obtaining the Customer's understanding and consent (both orally and in writing), tooth #was extracted and the site was prepared for implant placement.DrBoquel again urges the Customer to re-schedule a follow up evaluation to ensure that the surgery site has healed properly and completelyThe Customer had originally scheduled this appointment but subsequently cancelled it when she filed her complaint with the Revdex.comAs discussed with the Customer in person and over the telephone, there is no additional cost for this appointment and it is a necessary part of the treatmentI recommend that the Customer re-schedule the follow up evaluation as soon as possible.Please do not hesitate to contact me if you have any questions or comments. Sincerely,Lew H***Practice Manager

This server was repaired and returned working. It was received by [redacted] on May 9, 2017.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:My general dentist  told me that I have to extract that tooth. I remember that I asked him  if I needed an implant there and he told me no.I called to make an appointment, and the appointment was set for January 31st, 2017. I asked how much will be an extraction, he/she said 144.00. Ok, I said, since I will have insurance until January, and 144.00 is not very expensive; could you please call me back if you have any cancelation?. They call back. The appointment was 12/7/16 at 9:00am. I said just EXTRACTION, and was very clear about the 144.00 fee. I asked the lady who answer the phone to call me if they have any cancelation and I think Mr. Lou call me back saying that they had an appointment for the 7th. Yes, what Dr. Boquel  explains in section “D”  is right..He didn’t discussed the various options, he just said that he needed to place bone and membrane because that was not a wisdom tooth, and he needed to prepare for an implant; no other options discussed. That is absolutely not true.  I was already sat in the chair with everything ready for anesthesia… he never said… this is going to increase the cost, an extraction is 144.00 , and this  procedure will cost you 934.00; since you have not insurance, do you prefer to move the appointment to January? He never discuss the cost which is 600% more than what I was expecting ; therefore , I never accept to pay 934.00. Do you think that I have the right as a “costumer”  to know how much is a service that I am going to receive?. I am absolutely sure that I have the right to know, and he has the obligation to let me know before he starts to work. Yes, first I signed the paper in the last line, to authorize the extraction before he change the extraction to a guided bone; but, at that point was just an extraction. False, I didn’t read the form again,while he was working in the anesthesia, he turned his face to the table and realized that I didn’t initialed the form. He pull the paper and asked me to initial it…we were in the middle of the anesthesia or preparing for that… he just pull the paper and the pen… I asked with my face, (what is that) he said  it is to authorize the use of humane bone.This is not true. I never asked for monthly payments. She never offer monthly payments, she was just looking to me waiting for the total amount.  I try with two credit cards that were  rejected and finally paid the half  $467.00. She gave me a credit card form to fill with my information, and very clear she said that the other half will be charged on the first days of January. (Again the statement is false). Yes, this is true; obviously, I was not going to leave the Dr. office running to avoid the payment. . This is false, I never went back, or returned to the office. I called three times, and explain my concern to three different people of that office. two women and one man. (None of them offered any additional option, no help, or talked about  monthly payments). The Customer also telephoned Dr. Boquel's office numerous times  3 times.Yes, I had a very professional procedure, it was perfect. The administrative, financial aspect, and the practice itself. First, one of  Dr. Boquel’s financial team explained to me step by step. She wrote in a paper which was going to be my payment, and the insurance payment in each step of the process. She was always very, very kind. She knew, like every single person with a minimum common sense, that people do not  extract hundred bills from the wallet just like that. CONCLUSION:Ms. [redacted]; In this case, the fact is very clear, the business (Dr. Boquel office), and the costumer (me) did not have the proper communication about the increase of cost from (a) extraction, to (b) bone, membrane and etc. the difference of the amount is of $790.00. (600%) The business took advantage of the situation, not explaining the numbers… Conflicts related to fees are unpleasant under any circumstances, this time the fees conflict is in favor of the dentist. The costumer was trusting in her dentist. I never thought that this situation was going to take place knowing how king they were in the past. I don’t know who wrote this answer to my complain, but obviously, he or she do not know what happen because there are multiple inaccurate statements. The answer to my complaint is trying to insult my intelligence.This statement has a constant scheme of twisting the truth. I don’t know how Dr. Boquel  allowed this.For me as a “costumer” this situation is totally unacceptable. I am not going  to go back, I do not trust him or any of his team.I am not going to pay anything else.

Dear Ms. [redacted]:I have received your email regarding the above-referenced complaint. I provide the following response.l. Factual StatementA. Dr. Boquel is a fully licensed periodontist who has been in practice since 1987. The procedures performed in his office include extraction of teeth, soft...

tissue surgeries, placement of dental implants and related treatment.B. Dr. Boquel is a dental specialist - not a general dentist. That means thatDr. Boquel's patients are referred to him by their general dentists. It is the general dentists who provide to patients ongoing and long term dental care and treatment. General dentists will refer patients to Dr. Boquel for limited, one time treatment by him or, in some cases, for longer treatment plans during which the general dentist and Dr. Boquel both see the patient depending upon which part of the treatment plan requires general dental care and which part requires dental surgery.C. Once a patient has been referred to Dr. Boquel and the initial treatmentprescribed by their general dentist has been completed, the patient will sometime self-refer themselves back to Dr. Boquel's care for certain treatment which they know he can perform. This is sometimes done with the prior knowledge of their general dentist and sometimes done without the prior knowledge of their general dentist. Revdex.com - [redacted] December 19, 2016Page 2D.The customer who filed the complaint ("Customer") was first seen by Dr. Boquel in this office since December 16, 2014. The initial treatment for which she was referred to his office was completed on June 22, 2016.. On November 29, 2016, the Customer called Our office for treatment thatwas different than originally prescribed by her general dentist. In this case, the Customer Said that she needed to have a wisdom tooth extracted. According to the Customer, her general dentist knew about the wisdom tooth and had instructed her to have it extracted. initially, the Customer scheduled an appointment to see Dr. Boquel in 2017.. As is standard in our normal course of office procedures, we telephonedthe Customer to provide her with an estimate of the fee for the scheduled treatment. In this case, the estimate was for an extraction of 1 wisdom tooth as stated by the Customer. Thereafter, the Customer called to say that the wisdom tooth had begun to hurt and, consequently, she wanted to move the appointment forward to something as soon as possible. The appointment was in fact moved to December 7, 2016. Upon arrival of the Customer in Dr. Boquel's office on December 7, 2016, and evaluation by him, Dr. Boquel discovered that the painful tooth was not the Customer's wisdom tooth. Instead, it was tooth #31 (which is directly next to the wisdom tooth). Indeed, the Customer does not have a wisdom tooth in that particular area of her mouth. The standard of care for tooth #31 (when it has a hopeless prognosis), is extraction, guided bone regeneration to prepare the site for implant placement and, ultimately, implant placement. Please note that this is exactly the same treatment that, in January of 2015, the Customer had received in this office from Dr. Boquel with respect to another tooth. On December 7, 2016, Dr. Boquel discussed with the Customer the various options for tooth # 31. While other options were also discussed, Dr. Boquel's recommendation was the standard of care - extraction of the tooth, performance of guided bone regeneration to prepare the site for implant placement and, ultimately, implant placement. During this discussion, Dr. Boquel specified the exact procedures that were to be performed. The Customer consented to the treatment that day.. In addition to the oral discussion concerning the options for tooth #31 andDr. Boquel's recommendation based upon standard of care, a written consent form was handed to the Customer that required her to read, understand and sign initial (in 2 separate places) prior to the start of any procedures. This form is intended to allow the patient to understand and acknowledge the procedures that are to be performed at that appointment. The Customer did in fact read the consent form, communicated her understanding of the consent form and signed (but did not initial) the form as requested. Revdex.com - [redacted] December 19, 2016Page 3N.Once Dr. Boquel realized that the Customer had not initialed the form as requested, Dr. Boquel handed the form back to the Customer and asked her to read the form again and to initial where indicated. She read the form again and in fact initialed the form to specifically acknowledge and accept the additional procedures.. Thereafter, the treatment was performed and completed.When asked to pay at the front desk area, the Customer requested monthly installments of the fees since they were larger than she had expected. The Customer's request was granted and, as is standard in our normal course of office procedures when an installment plan is requested, a credit card form was presented to the Customer to secure the future payments. The Customer read the credit card form, communicated her understanding of the credit card form and completed/signed as requested. Thereafter, the Customer returned to the office to ask for a discount since she had not expected to pay for any procedures other than extraction. The Customer also telephoned Dr. Boquel's office numerous times during the next several days to request the same thing. Further, the Customer texted with Dr. Boquel to request the same thing. Our response to the Customer was that the additional procedures had been explained to her prior to her accepting them; in other words, she had consented. Specifically, the Customer had signed the consent form which explained the procedures. Finally, the Customer had previously undergone the exact same procedures on a different tooth and, therefore, should have understood the fees related to such procedures.CONCLUSION Dr. Boquel regrets the current situation. Dr. Boquel provides a service to people in need and, as was the case here, some people in pain. He provides high quality and fairly priced services to alleviate pain and to secure good dental and periodontal health.Conflicts related to fees are unpleasant under any circumstances, Dr. Boquel's office strives to avoid such conflicts where we can. Our internal office standard operating procedures include giving each patient an oral estimate offees prior to the scheduled appointment. That was done here although it was based upon the Customer's stated reason for her appointment.Once the actual and, in this case additional, treatment was determined, explained and accepted by the Customer, she should have understood that the treatment was exactly the same (and as extensive) as she had received before on a different tooth. Further, prior to the performance of the procedures, the Customer signed the consent form which identified the additional procedures to be performed; she specifically initialed the additional procedures that were to be performed that before they were Revdex.com - [redacted] December 19, 2016 Page 4performed. She also signed the credit card form to allow her to pay the balance in installments.Consequently, while we regret the current situation and will review it to see if there is some sort of improvement we can make in our standard operating procedures, we do not feel that the complaint is justified other than to extract a lower COst to herself.Please do not hesitate to contact me if you have any questions or comments. Thank you.Sincerely,