Visse P. Strom DDS

Review: I was wrongfully fitted for a crown that then broke while following all rules they had given me. Not only did this cause considerable pain and time to drive back to Davis (I live in Berkeley now) but I was then charged because they told me I could come in to the office on a Sunday to get it taken care of since I was in pain. However, I was not informed that since it was not official office hours, I would be charged for the hour to hour and a half I was there. The charge is for $380 and this is after all of my dental insurance was used to pay for the crown itself so I have to pay out of pocket, which they knew since they ran my insurance and crunched the numbers for the initial operation. Because they messed up the initial molding, not accounting for the different types of bites I may be using when eating, I broke the crown doing completely normal eating and they verbally told me everything would be taken care of because I was not at fault. After telling me that, they handed me a bill for $380 (after a "discount" they gave me) the next time I came in to get my crown replaced. If I would have been informed that this would cost me hundreds of dollars out of pocket I would have never agreed for the Sunday appointment.Desired Settlement: A waiver of the $380 because I was not told this would cost me anything out of pocket beforehand and I was not at fault.

Business

Response:

A response to a complaint for charges incurred for emergency treatmentOn Sunday morning, I had received a phone call from a patient, [redacted]. Patient stated that he had broken a crown that was fitted six months ago, and his tongue could feel sharpness from it.The patient also stated that he was now living out of Davis. I suggested that he come on Monday. However, the patient insisted to be seen on Sunday due to the discomfort he felt from his fractured crown. I accommodated him with his request and worked on his tooth on Sunday afternoon. I explained to this patient that the new crown was free of charge at no time did I ever mention that his Sunday emergency visit was free of charge. In fact, the patient did not mention any financial concerns while requesting to immediately be seen on Sunday, regardless the fact I offered Monday appointment to him. When the patient had returned on Monday for a new crown preparation appointment, my staff had discovered that he no longer had any insurance. Emergency visits are chargeable, replacement of a broken permanent crown that was fitted recently with a new permanent crown is free of charge.

Consumer

Response:

I am rejecting this response because: It has omitted the most pertinent facts of this case. Firstly, it is true that I was never told that the emergency visit would be free. What I was told was that I "Wouldn't have to pay for anything". Now on top of this I came in on a Sunday because I didn't want to miss more days of work. I was never informed that a 30 minute visit on a Sunday would cost me approximately 400 dollars. There is no legitimate reason I would have to explain to their company that I was concerned about financials because they knew I was out of insurance money. Dr. [redacted]s office figured out the financial logistics of my crown in the first place. It is unfair and unethical for me to have to pay $400 for a 30 minute visit after maxing my insurance on a procedure that was performed incorrectly. On top of this I was never informed that this very short meeting would be costing me hundreds of dollars as well as forcing me to miss work that Monday. Furthermore, to insinuate that I "insisted" on coming in on Sunday is a massive overstatement, I was offered the option and even asked if that would make things complicated or more difficult for the doctor to which she responded "No problem at, just give me a few hours". My case has been sent to a collection agency and will be negatively affecting my credit. This is totally unacceptable and needs to be remedied ASAP. Thank you.

Business

Response:

To summon a practitioner to the office on Sunday afternoon to attend to an emergency situation requested by the patient is never free of charge.Just as walking into an ER and expect the services provided to be free of charge, specifically when an alternative appointment for the following Monday was offered.There was no financial discussion because the office was closed and the doctor was attending the patients needs only. Patient did not enquire about the cost before his emergency visit or during the visit.The doctor assured him that the replacement crown is going to be free of charge and patient was scheduled for the procedure for the following day; patient confirmed his availability for Monday and was appreciative of the fact that we worked through our lunch break since there was no other time available for the lengthy procedure.There is an obligation on both parts. Patient is financially responsible for an after hours emergency visit. Doctor is to replace at no charge the crown that was placed recently and fractured.Documents with financial responsibilities with or without insurance participation for the treatments rendered are explained and signed and available for review.Sincerely,[redacted]

Consumer

Response:

I am rejecting this response because: The business at hands carlessnes and negligence when applying the original crown is the entire cause of this conflict. I was assured that "everything would be free of charge" by the doctor herself. I paid for the initial operation in full and to be given a bill to repair their negligent actions is unacceptable. I was never told that the appointment on Sunday would cost me anything and I had to waste my time, miss work that Monday and go through considerable pain because of their carelessness. To add a $400 bill on top of all of that for a 30 minute appointment on a Sunday is unethical and wrong. The services rendered were in response to a blatant mistake made by the doctor and to make me pay for their mistake after paying for the operation in full and being assured that "everything would be free of charge" is unacceptable.