A-1 Family Dental Care, P.C.

Review: The inappropriate behavior by customer service personnel should also be included in this complaint. I have used this dental office for 2 years and every time I go, I get a different answer about whether xrays are included in my coverage or not even though I have already verified coverage on my own. When I arrived today for routine dental check-up for my kids, they tried to collect payment for xrays that were done 8 months ago. At the time that service was rendered 8 months ago, they did not ask me to pay for those services and never once sent a bill to my home during those 8 months. When I was asked why now I was told because they don't bother with bills that are under $50. When I asked why no one asked for that before my appointment during the 45 minutes I was in the waiting room, no response. I also asked why no one explained today's xrays were at an additional charge. Instead, I was yelled at, laughed at, accused of lying by the manager of the practice, [redacted]. I asked for follow-up information about who the manager reports to so I could discuss this further and was told that he works at too many offices, they don't know where the boss, Dr. [redacted] works. I was told to [redacted] the information myself in a very condescending tone by another office worker. The phone number I was provided just plays on a loop for about a minute that says leave a number and someone will call you back and then hangs up on you if you choose to wait. I verified with my insurance company again today, [redacted] and [redacted] that the xrays billed today and in 2013 and in 2012 are covered by my insurance company and they are still trying to collect payment and be evasive about who else I can resolve my concerns with. I have never been treated with such ignorance, incompetence, disregard and rudeness as I have today. As a business owner myself, I am appalled by their practice and behavior.

I would also like to note that this office encounter was at the [redacted] location. in [redacted], PA [redacted]Desired Settlement: and refund. I will not pay the charges on the bill I received from them today based on the conversation I had with my insurance company and I think they owe me $55 for xrays I paid for in 2012. I would like the manager's boss, Dr. [redacted] to acknowledge he has received my complaint and the way in which I was treated by his office staff was atroricious. I would also like him to review their billing practices or establish better procedures for verifying coverage of insurance as I also received a message from the office earlier in the day that their office was not assigned at the primary dentist for my daughter which was untrue. As a business owner in the healthcare industry I am appalled.

Business

Response:

July 10 2014Please be advised that I am in receipt of your email regarding complaint filed by [redacted]. On June 18th 2014 **. [redacted] did bring her two children to our office and dental services were provided for them. After finishing the treatments, when she came at the front desk and told her that she had a balance from previous and this visit for x rays. She was upset about her balance and kept telling that everything should be covered under insurance. I requested her to come behind the front desk where I can discuss.I went through both accounts and saw that x rays were not covered. I adjusted her account and minimized her bill. I just wanted to help her financially. Patient was still upset after I made adjustments. She continued to argue about her bill and not giving me a chance to explain. I told her I understand your problem please let me explain, she got upset with me and called me rude. Not a single time I was rude or yelled or laughed at her, I did not accuse her of lying. In fact I told her that if there is any dispute please talk to the insurance company and let insurance company to talk to me directly. I have written my name on an appointment card and given to her. The whole incident happened was witnessed by two other front desk employees. So far they were coming to us since 6/13/2012 and never paid us. I handed her both invoices.I have attached the copy of her insurance coverage. This copy was received from her insurance company. They have a [redacted] Plan. You can see clearly (Please see circle) that x rays are not covered. By chance if there is any mistake, please let her insurance call us so we can correct it.We are always willing to make a payment adjustment and work with our patients to reach a financial acceptable solution. We understand the values of our patients and their satisfaction. We always receive compliments from our patients, I just wanted to make sure that each of our staff including me treats our patients with respect and dignity and provide them with quality dental services.We made complete adjustment to both accounts out of good patient/client relations. As of today there is no balance.