Western Dental Services Inc

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Please note that as indicated in our previous responses to the Revdex.com, 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" (form provided is blank, it has not been completed). 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 the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter: As a good will gesture WDS will adjust $from patient balance representing the fee charged for the fluoride treatment from Patient will remain financially responsible for $52.75. Patient is encouraged to contact our payment department at *** as soon as possible to avoid additional fees

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case
Upon review of account it is determined that patient was contracted for Phase I for orthodontic
treatment, Orthodontist recommended for patient to have full treatment from 24-months (see treatment plan)Due to non compliance from the patient the Orthodontist determined that patient needed to have an extraction in order to have progress in the treatment and continue with Phase IIResponsible party then determined that he wanted the braces removed
Please see informed consent signed by responsible party listing the limitations and risks of treatment.The Orthodontist depends on proper cooperation between appointments as well as the appliances remaining intactIn months of activations patient had, broken brackets, and archwires replacedDue to the 2nd archwire being broken off by patient the Orthodontist determined that in order to gain any progress in treatment an extraction needed to be completed, Sometimes teeth must be extracted as part of the orthodontic treatment planIn certain cases, treatment of crowded teeth my initially be planned without extractions, but after attempting to treat the case without extractions it may be determined that the treatment goals cannot be achieved without gaining additional space by extracting teeth
A refund is not warranted due to non compliance from the patient that resulted in poor treatment progressResponsible party requested the braces to be removed before treatment was completed

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Western Dental sincerely apologizes for any customer service that failed to meet patient's expectations and for the inconvenience that this matter may have causedAttached please find the itemized statement that patient has requested. The itemized statement reflect the treatment cost, payments, and any adjustments applied to patient's account. Please note that account was adjusted for the fees charged for the exam and bleaching. When a treatment is rendered the system automatically generates a claim, the claim is then sent electronically. Inadvertently the dentist failed to notify the office that these procedures where going to be done at no charge, therefore the procedures where not corrected as no charge procedureThe insurance benefits where verified on 3/23/with the insurance company. When patient's contract was written it was based on the insurance benefits that were provided by the insurance carrierThere was no clarification from the insurance company that there was a clause in the policy in regards a partial denture and a bridge. After claims were processed, WD was notified by patient's insurance that there is a clause that states that teeth were missing prior to the insurance becoming effective, therefore they would not make any payments towards the partial and bridge. Insurance company also stated that verification of benefits is not a guarantee of payment. Nonetheless, insurance verification will be further reviewed and addressed accordinglyPatient was contacted on 3/11/and provided a direct number to further address his concerns. Upper management was also notified of patient's concerns and account will be reviewed. Upon further review of account if it is determined that WD failed to comply with insurance requirements (timely filling) account will be adjusted accordingly. Account has been placed on hold, patient will be contacted directly and notified of additional adjustments or corrections made on account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 called me times to confirm an appointment in one dayFour times were automated and four times a person calledThey did not say your family has an appointmentThey made four separate calls within five minutes of each otherThis is harassment as I told Western Dental, in their office, last month not to call me again and they have continued to do so each weekSince they have continued to harrasse me they need to remove the $fee they added to *** *** #*** and the $fee they added to *** *** #***
Regards,
*** ***

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Patient was contacted on 11/21/to address her complaint regarding her dentures. Patient stated she did not want to return to the office and insisted on being financially compensated. Patient was informed that her insurance company will be reimbursed for all monies paid toward her dentures. On 11/28/patient insurance, Denti-Cal, withheld $for all payments made towards her dentures. therefore a refund to patient's insurance is no longer warrantedOn rebuttal patient rejected response and requested to be reimbursed for pain and sufferingon initial complaint patient did not state pain and suffering, therefore a formal grievance was filed on behalf of the patient. Western Dental has not finalized its review and a resolution of this matter. The Peer Committee will provide a resolution on or before December 23, 2014. Upon a resolution any pertinent information will be forwarded to the Revdex.com

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case.As stated in previous emailWDS did make every effort to assist patient with a payment planDue to default from the patient WDS no longer has accountPatient needs to contact the collection agency to coordinate a payment plan. Patient can return to the office and request removal of her braces, however patient will remain financially responsible for the balance with the collection agencyPlease note that the balance assigned to the agency is for services rendered only

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Patient's account was reviewed and confirmed that account does not reflect any insurance payments. Insurance company was contacted in regards to missing insurance checks. A
trace on the insurance payments was placed in order to determine where the insurance payments were posted. Once insurance payments are located and transferred to patients account a refund will take placePlease allow 15-business days for refund to process.Patient was also contacted on 3/13/15 and was informed that WDS has addressed his concerns and patient will be refunded accordinglyPatient was also provided a direct contact person if he wishes to call back to inquire on his refund status Western Dental sincerely apologizes for any dissatisfaction and any inconvenience that this matter may have caused patient

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Western Dental sincerely apologizes for any dissatisfaction and inconvenience that this matter may have caused patientPlease note that patient contacted our Patient Relation
Department on 3/17/to file a formal complaint. A formal grievance was opened on behalf of the patient, please note that this case is due for a resolution on or before April 15, A written response will be mailed to the patient by the Grievance Committee

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.Due to the time lapsed that had occurred from
the last office visit in patient's chart was sent to storage due to patient not returning to office after years. An audit has been completed for all the treatment that patient received in and 2009. Audit findings show that patient still had a remaining balance of $554.30 due to insurance underpayment, patient's insurance maxed out. Patient's insurance did not pay the estimated amount, therefore any insurance shortfall is patient's responsibility. Due to the time that had elapsed the amount of $was adjusted to zero since we can no longer bill the patient. Patient is not being charged for extractions he originally contracted for. Patient is not warranted a refundAn itemized statement will be mailed to patient reflecting all treatment completedall patient payments, and all insurance payments. Patient can contact his insurance company, Metropolitan, to obtain his Explanation of Benefits for further verification. EOB's were sent to patient by his insurance company when claims were processed in and

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this caseUpon second review of account and a second audit completed it has been confirmed that refund amount of $is correct. Please see attached itemized statement reflecting all treatment completed, additional charges, and payments applied to the account. Due to numerous brocket brackets and yearly plan sales no additional refund is warrantedPlease see attached copy of contract indicating the fees of $40.00 for each broken bracket, also contract # indicates yearly plan sale of $during the time patient is in treatment. WDS sincerely apologizes for any dissatisfaction and any inconvenience that this matter may have caused to responsible party

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Western Dental Services, Inc("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business BureauPlease see attached itemized statement reflecting all the services completed, payments, and adjustment applied to patient account. Also, please see attached
copy of patient's contact, please refer to page 7, paragraph E. Contract does state that a late fee of $will be assessed for any payment not made. All payments will be applied in the following way: (I) first to costs, expenses, and charges of collection and enforcement or as otherwise provided for under contract. As patient has confirmed she was late in her July payment, however when patient made payment on August 10, only a payment of $was received, patient failed to pay the $late fees as stated in her contract. Patient continued making her payments however valid late fees incurred. Please note that a total of late fees have incurred, as a good will gesture WDS has removed late fees, and interest fee of $5.76. Please note that patient has not made any payments since 2/26/15, patient is encouraged to contact our payment department for a payment arrangement to avoid additional late fees. April late fee was removed on 4/18/when patient called to inquire dispute her balancehowever patient has not made any additional paymentsPatient remaining contract balance is $308.00, including late fees. Please refer to contract terms indicating that patient has payments of $starting June 23, 2014, patient has only paid a total of monthly installments

Western Dental Services, Inc("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.Per Grievance resolution letter dated and mailed to patient on October 29, the Committee concluded that the treatment planned and performed was
appropriate for the conditions which the patient presented. As a gesture of goodwill, WDS will reduce the fee charged for the filling performed on tooth #($90.00) and refund $to Dental Benefit Providers, representing the monies paid by Dental Benefit Providers for the filling for tooth #18. As a further gesture of goodwill, WDS will provide patient with a no cost evaluation of her current condition at the WDS Rancho Cordova officeThe Committee respectfully denies the request for a full refund to the insurance carrier and to reduce the account balance to zero. WDS encourages patient to return to the office for a no cost evaluationShould patient have any further questions in regards to the resolution letter, patient can contact the Patient Relation Department at 1-800-992-extension ***

Western Dental Services, Inc("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau
Per Grievance Resolution letter dated May 16, and appeal letter dated July 26, treatment performed was appropriate for patient's dental condition.
Account has already been audited, patient signed an extension of treatment for $on 4/14/14. Patient received additional treatment therefore the remaining balance of $is for the extension of treatment that patient has not made any payments toward. Patient was encouraged to return to WDS office in Manteca for re-evaluation to see if it is possible to make small amount of additional correction of the angulation of the anterior teeth, since patient is refusing to return for a re-evaluation a refund is not warranted and Western Dental considers this case closed

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Patient was contacted on 2/20/to address her concernsPatient was informed that she can return to the office for a general cleaning at no charge since she feels it was not done properly. Patient was provided with ***'s direct number, patient's first contact directly to WD was on 3/4/15, Patient will be contacted again to address her concernsPlease note that a refund check of $was mailed to the patient on 3/3/15. Attached is a copy of the diagnosis that patient was treatment plannedAlso, is a copy of patient's contract for the treatment that patient accepted and a modified contract after patient decided to cancel the treatment Patient was not diagnosed with Deep Cleaning, therefore a Deep Cleaning is not warrantedPlease see attached itemized statement reflecting the treatment completed, insurance payments, and patient payments. Insurance was billed only for services that were rendered to the patient, the refund of $is for the overpayment from the patient. If patient returns to the office to continue with the treatment, patient will be financially responsible for her patient share based on her insurance benefits. The general cleaning (Prophy) has already been billed and paid by the insurance company, therefore patient can return to the office and have it redone free of charge

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") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.
The itemized statement and zero balance letter were mailed to patient's address on file, address was also verified by the address patient provided to the Revdex.com. 
A copy of the itemized statement and zero balance letter were emailed to patient today.  The documents were emailed to patient's email  address on file with WD and also verified with the email address patient provided to the Revdex.com.
Western Dental considers this case closed.

Please find the signed released attached.Thanks,[redacted]

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.  Please note that as indicated in our previous response to the Revdex.com, 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.  Please note that although patient has signed a release form, WDS requires that patient specifically list the Revdex.com under section: "Person/Organizations Authorized to Receive Your Health Information.  Western is authorized to use or disclose your Health Information to the following persons or class of persons within an organization listed below."