Western Dental Services Inc

[redacted] is in receipt of the Revdex.com's inquiry regarding the complaint reported.  Protecting patient information is not only our company policy - federal law now requires it.  That is why we must first get a release of health information from our patient authorizing us to...

disclose any information regarding this case.  [redacted] requires that patient complete and sign the "[redacted] Services Authorization Form" that was emailed to patient on September 13, 2016. [redacted] has corresponded directly with patient regarding this matter, however, as soon as the signed release is received, we will forward any pertinent information to the Revdex.com.

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.  Western Dental sincerely apologizes for any miscommunication or misunderstanding that may have occurred.  Patient was not provided with any misleading information, patient was presented with an estimate reflecting the expected insurance payments.  As stated on previous emails insurance payments are estimated and it is not a guarantee of payment from the insurance company.  Patient paid $145.00 on his initial visit, therefore if patient would have been informed that everything would be covered by his insurance company a payment would not have been collected from the patient. Patient's insurance downgraded the treatment, the difference that patient is being charged is for the difference that the insurance did not covered.  As a token of amends and in the interest of continued patient satisfaction a credit of $462.00 will be applied to patient's account to cover the difference of that the insurance downgraded.  Patient will remain financially responsible for $157.40.  An itemized statement will be mailed to the patient reflecting all treatment completed and payments applied to his account.  Patient is encouraged to contact his insurance company for confirmation of payments and the amount that  his insurance is stating he is responsible for.

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.  Protecting member information is not only our company policy - federal law now requires it.  That is why we must first get a release of health information from our patient...

authorizing us to disclose any information regarding this case.  WDS requires that patient complete and sign the "Western Dental Services Authorization Form" that was provided to the patient on June 16, 2016. WDS has reached out to the patient directly regarding this matter. However, as soon as the signed release is received by WDS, we will forward any pertinent information to the Revdex.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I had also received a separate letter from Western Dental to indicate the same but in more length of explanation
Regards,
[redacted]

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. Again, Western Dental sincerely apologizes for any miscommunication or misunderstanding that may have occurred.  Patient's insurance was verified with his insurance carrier.  Based on the information provided by the insurance company patient was presented with an estimate for his treatment plan.  As noted in the estimator worksheet, insurance benefits are estimated and patient's actual insurance benefit patient share may be different.  The information provide by insurance company states that patient's eligibility and benefits will only be determined at the time a claim is processed by Principal Life Insurance Company.  Please note that insurance company also downgraded procedures, therefore the difference not covered by insurance company is patient's responsibility. Explanation of Benefits from patient's insurance company states that patient is responsible for $764.40, patient is being billed accordingly to his Explanation of Benefits.  Patient can contact his insurance company to obtain further details for the treatment that was downgraded and underpaid and his total patient share responsibility.  Patient  will be mailed an itemized statement reflecting all treatment rendered and all payments applied to his account.

WDS is in receipt of the complaint filed by [redacted] regarding her recent experience at a WDS office in the [redacted] area. We sincerely apologize that her experience failed to meet her expectations and we regret that any inconvenience that she may have encountered. Unfortunately we were unable...

to determine which office [redacted] presented to. So that we may further address the concerns reported WDS attempted to contact [redacted] on January 24, 2017 however has not received a response to our request for additional information. So that we may further address the concerns reported, we welcome [redacted] to contact our team at [redacted]

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.  Please note that we must first get a signed release of health information from our patient authorizing us to disclose any information regarding this case.  WDS requires that patient complete and sign the "Western Dental Services Authorization Form". Please note that although the patient returned an authorization form the Business Bureau, the form is not signed by the patient.  As a result, WDS responded directly to the patient regarding this matter on June 3, 2016.  However, as soon as the signed release is received by WDS, we will forward any pertinent information to the Revdex.com.

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by Ms. [redacted] with the Business Bureau.  WDS has reviewed and resolved the inquiry and has completed an audit of the account and provided Ms. [redacted] an itemized statement per her request on March...

30, 2016. It was determined that to date patient payments totaling $1901.21 have been received and the last payment received from Ms. [redacted] was on August 31, 2015. As such, it was determined that the account was appropriately assigned to a third party collection agency due to failure to honor the agreed upon payment terms. However if it is believed that there are payments not currently reflecting on the account, Ms. [redacted] is welcome to provide proof of payment and the account will be further reviewed. At this time, Ms. [redacted] remains financially responsible for the remaining balance and it is necessary that the account be resolved with the collection agency before treatment may proceed. If the patient is unable to return to treatment within the next 30 business days it is recommended that the patient present for the removal of her braces as it is not recommended that any orthodontic appliances remain on the teeth without the supervision of an orthodontist. Patient is welcome to return to the office to address any pain or discomfort that she may be experiencing.

WDS is in receipt of the Revdex.com's inquiry regarding the complaint reported.  Protecting patient information is not only our company policy - federal law now requires it.  That is why we must first get a release of health information from our patient authorizing us to...

disclose any information regarding this case.  WDS requires that patient complete and sign the "WDS Services Authorization Form" that was emailed to patient on February 7, 2017. WDS has corresponded directly with patient regarding this matter, however, as soon as the signed release is received, we will forward any pertinent information to the Revdex.com.

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Please note that patient's concerns have been forwarded as a formal grievance on 10/14/15. A written response will be mailed to the patient.  Western Dental has not finalized its...

review and resolution to this matter.  Please note that this case is due a resolution on or before November 12, 2015.  The resolution letter will inform patient the refund amount he is entitled and refund will immediately follow.Western Dental sincerely apologizes for any dissatisfaction and any inconvenience that that this matter may have caused patient.

Dear WD & Dr.R.        At this point I am on the east coast & not returning to Socal my family comes first. I must rebuild my life from scratch this might I add with no front teeth which explains my animosity(my appologies).        Should you be unwilling to forgive this billing then conscider perhaps( btw ive researched what Your cost actually Is to make the bridges...), either...$cost. would be fair &/       Or sending the unit to me so I may choose my own Dentist When I finally settle in a place.That is If you are planning to charge me I certainly should have the unit sent directly to me as a stipulation. However I should hope that you wouldve had some mercy a few times once a year as I had called several times to appologize.Check your staff...Please& thank~you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Western Dental is charging me $598.00 I did not finish my treatment I refused to go back. Western Dental is Charging me because I sign the form once again I did not finish my treatment. One of the lady my wife spoke told her that I need it to pay that amount because I sign the form and its a contract no matter if I finish my dental work or not. My last Visit was for the Deep cleaning only. We never Recived Letters to my address I contact the corporate office and no response and the local office and they never returns my call they ignore my wife and I. I did everthing to resolve this issue and they never communicate with me. Western Dental is so unprofessional.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved.
Regards,
[redacted]

Hello,I was not sure if you wanted me to fill out everything.  Let me know if you can view the attachment.Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.  Western Dental sincerely apologizes for and dissatisfaction and any inconvenience that this matter may have caused patient. When patient first presented to the office she was...

provided with her diagnosis and the different treatment options in regards to her insurance coverage.  Company policy is confirm insurance benefits and advise patient's of coverage based on the insurance benefits.  Patient was informed of the difference between Amalgam fillings and Resin fillings, therefore a refund is not warranted.  Due to insurance HMO guidelines if patient wishes to file a formal complaint, patient would need to contact her insurance company directly.  At that time, patient's insurance company y will contact us directly and any pertinent information will be forwarded to the insurance company for review as they will determine the outcome of the complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I wonder why they just keep saying the same thing over and over?of Couse I have only paid $205.00 as this is a payment plan, the total amount is over $1000.00 when I said I wanted a refund I mean some kind of adjustment to the contract or reimbursement after I pay in full. so with the refund or adjustment I will be paying $400.00, I don't expect or am I asking to have the work done for free I just want to pay a fare price.also when they say,  "A refund of $600 is not warranted since patient has only paid a total of $205.00"does this mean after I pay the full amount this will warrant a refund?
Regards,
[redacted]

Western Dental Services,
Inc (“WDS”) appreciates the opportunity to address the concerns filed by Ms. [redacted] with the Business Bureau.
Per
grievance resolution letter dated and mailed to Ms. [redacted] on April 26, 2016
the Committee concluded that the treatment planned and...

performed was
appropriate for the conditions which the patients presented.  This includes the change in treatment plan for
[redacted]ander. The Committee concluded that the termination of care letters sent to
Ms. [redacted] will not be enforced and instead the Committee invites Ms. [redacted]
to consider the following three options: 1) [redacted] and [redacted]ander may return to
resume their treatment at the WDS San Diego orthodontic facility. 2) Their care
may be transferred to any WDS orthodontic facility of their choice, should they
wish to do so or 3) Should Ms. [redacted] elect to continue [redacted] and [redacted]ander’s
care with a non-WDS provider, WDS would be willing to remove [redacted] and
[redacted] orthodontic appliances and place retainers. Copies of the patients’
records were mailed to Ms. [redacted] along with her resolution letter, as per her
request. Ms. [redacted] is asked to contact the WDS office in Sand Diego, Mid-City
of her decision. The Committee regrets any inconvenience that Ms. [redacted] and
her family may have encountered and assures that the current condition of
[redacted]ander and [redacted]’s health is our primary concern.
Should
patient have any further questions in regards to the resolution letter, patient
can contact the Patient Relation Department at 1-800-992-3366. Extension [redacted].

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.  WDS has reviewed and resolved the patient's inquiry.  The following is WDS' resolution to this matter: Not being present, WDS is unable to make...

specific comment regarding the conversations that may have taken place between the local office and [redacted]. Nonetheless we sincerely regret any customer service that [redacted] may have received which failed to meet her expectations. Additionally, WDS sincerely apologizes for any inconvenience caused by the concerns she has reported regarding the delay in processing of her requested refund. After review of the account it was determined that the office has submitted the necessary refund request and is currently in process. Every effort will be made to expedite the completion of the refund. [redacted] is welcome to contact our team at [redacted] should she have any questions regarding her complaint.

Attached please find the completed, signed WDS Authorization Form, per your recent request.Any questions, contact me at [redacted]Thank you![redacted]