42nd Street Dental

Review: Hello, Previously on July [redacted], when I had my tooth extracted the dentist gave me my options on what the next procedure was. She gave me the option of an Implant or a Bridge. I asked her, will my insurance cover the procedure and she assured me that it would. On August [redacted] at 1:15pm I had a follow up appointment with 42nd Dental to start my bridge process. The dentist came in and started to prep me and numbed my mouth, after the numbing she came in with my chart and said "oh by the way - you have a $900 co-pay that is due today when you're leaving". I explained to her that I was under the impression that my insurance was going to cover the cost of the bridge, and she said that she made a mistake. I told her that I do not have $900 at the moment because I was unaware that I would have to pay something today. She then called in her office manager, who started to give me a sales pitch on why $900 is a good cause for the bridge. I told her that the cost is not the issue, what the issue is - I was told that my insurance would cover the cost of my bridge, then I come in today and get seated in a chair and get numbed up and then told I would have to pay $900 because I made a mistake?. The receptionist, the dentist, or the office manager could of went over with me before they started on my tooth what the expected cost would be, not after they numb me. The office manager continued to pitch on why the $900 is a good cost, still not understanding my confusion. I then told them, I will have to talk to my insurance company and I cannot commit to spending $900 on my bridge today. The office manager excused me and walked me to the door without even explaining to me how long my mouth will be numb for or if there is anything I should do to make me feel comfortable until the novacaine (or whatever they used) wears off. All throughout this process, the dentist, dental assistants were laughing walking back and forth in the room to overhear the conversation. This was the most unprofessional visit I have ever encountered, and would like other people to know how 42nd Dental operates.Desired Settlement: I left with a headache and a numb mouth for 2 hours. I could not eat or drink and did not know how long it will take before the numbing would wear off. I was embarrassed by the lack of unprofessional behavior of the dentists. I do not believe you can tell someone you made a mistake, after you ensure the customer that their insurance would cover the procedure. And after they were aware of the change in my co-pay, a courtesy call to the customer should of been made. I am asking for an apology, and a detailed explanation of charges of where I went from a zero cost bridge to a $900 cost. Also, wanted this to be for Revdex.com informational purposes as well.

Business

Response:

To whom it may concern:

The patient did present to our office on July **, 2013 for an extraction. At this visit, the doctor informed her that she would need an appointment to start a 3 unit bridge. An exact fee was not discussed with patient because the office manager was not present that day. When the patient presented to our office on August *, 2013 to start treatment, the doctor administered [redacted] before realizing that the copayment had not been discussed. I immediately went in to apologize to the patient for the confusion.

I then reviewed the fees with her before proceeding any further with the treatment. Upon hearing her copayment for the procedure, the patient stated she was unprepared to make any financial commitment until she reviewed it with her insurance company.

This entire discussion took place between the patient and myself in the privacy of our operatory. As the patient was gathering her things to leave she inquired about the numbness. At this point I apologized again and informed her it may take 2-3 hours to wear off. I escorted the patient to the front of the office and the patient was dismissed.

If there are any further questions or concerns I may be reached via email at [redacted] or by phone at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: