Affiliates In Oral & Maxllfcl

Complaint: [redacted] I am rejecting this response because: it is complete lies I have a recorded conversation from my first call to the office the day I made my appointment where I initially was told that I would have to pay 90$ up front for the removal, and in that conversation I clearly tell the lady on the phone that I am not able to make an appt or pay anything up front to be "reimbursed" later by insurance I advised the receptionist that they would need to have EVERYTHING, all costs pre approved thru my insurance or I would not be able to make an appointment She told me that they would submit everything to insurance, and have it all approved so that my only payment due at the time of the removal would be the cost that insurance does not cover, nothing more I also told her to call me prior to my appointment if the pre approval from insurance was not completed so that I could reschedule I even called my insurance who advised me that all the office would need to do is call them and they would have been able to give full approval over the phone and supplied them w/everything they needed in order for me to ONLY have to pay the cost of my deductible and co pay that day for the tooth removal In regards to the comment that I was mins late for my appointment that day, this is also a lie I actually arrived exactly at my appt time, even calling the office prior to my appointment to get directions to ensure that I knew where the office was to be there on time, so I was not late at all But after I arrived, I was kept waiting for mins after my appt time before I was even called back to the room where the dentist met w/me for mins then I was back out front again My supervisor from work was also at the office during that time and she can clearly vouch for the time that I arrived, which was not late, based on the sheet I have with my appointment time on it So it would appear that either this business purposely lies about what happens in their office when a patient disagrees w/them in order to make their own incompetence seem non existent and to make excuses to try to make light of their treatment of patients and billing procedures Also, they did not contact my insurance to get any approval for the cost That is incorrect as well My insurance stated they had no calls from the office on the coverage or procedure What they did was look it up online, and get the information from there, which did NOT include any attempt to get the 90$ "consult" fee approved I requested that everything including that be pre approved prior to my apptand they told me it would be done, and it was not Then when I arrived for my appt, which I was not aware was just a consult and not the actual removal, I had to wait for them to look up info on my insurance to estimate my co pay, but they refused to submit to insurance the claim for the 90$ office visit and told me that they only submit that to insurance AFTER I've already paid for it Which again, having told them very clearly during my very first conversation with the receptionist when I made my apptthat I would not be able to pay for anything that could or would be covered by insurance and be "reimbursed", it was extremely frustrating that they were not willing at all to work with me since it was their office staff that failed to have everything pre approved as they told me they would in the first place They refused to get approval for the 'consult' fee from my insurance and expected me to pay for it first, then wait for months on end to be reimbursed And I was very clear during my first call making the apptthat this was not an option at all I had no problem paying for what would be my part to pay, co pay and deductible, but I explained multiple times including the day I made my apptthat I could not pay anything that may be "reimbursed", and that was why I told them to have everything already approved so all I had to do was pay my part and get the procedure done I would not have made the appt if they had not told me this would be done Sincerely, [redacted] ***

See attached

Complaint: [redacted]
I am rejecting this response because: it is complete lies.  I have a recorded conversation from my first call to the office the day I made my appointment where I initially was told that I would have to pay 90$ up front for the removal, and in that...

conversation I clearly tell the lady on the phone that I am not able to make an appt or pay anything up front to be "reimbursed" later by insurance.  I advised the receptionist that they would need to have EVERYTHING, all costs pre approved thru my insurance or I would not be able to make an appointment.  She told me that they would submit everything to insurance, and have it all approved so that my only payment due at the time of the removal would be the cost that insurance does not cover, nothing more.  I also told her to call me prior to my appointment if the pre approval from insurance was not completed so that I could reschedule.  I even called my insurance who advised me that all the office would need to do is call them and they would have been able to give full approval over the phone and supplied them w/everything they needed in order for me to ONLY have to pay the cost of my deductible and co pay that day for the tooth removal.  In regards to the comment that I was 12 mins late for my appointment that day, this is also a lie.  I actually arrived exactly at my appt time, even calling the office prior to my appointment to get directions to ensure that I knew where the office was to be there on time, so I was not late at all.  But after I arrived, I was kept waiting for 30 mins after my appt time before I was even called back to the room where the dentist met w/me for 5 mins then I was back out front again.  My supervisor from work was also at the office during that time and she can clearly vouch for the time that I arrived, which was not late, based on the sheet I have with my appointment time on it.  So it would appear that either this business purposely lies about what happens in their office when a patient disagrees w/them in order to make their own incompetence seem non existent and to make excuses to try to make light of their treatment of patients and billing procedures.  Also, they did not contact my insurance to get any approval for the cost.  That is incorrect as well.  My insurance stated they had no calls from the office on the coverage or procedure.  What they did was look it up online, and get the information from there, which did NOT include any attempt to get the 90$ "consult" fee approved.  I requested that everything including that be pre approved prior to my appt. and they told me it would be done, and it was not.  Then when I arrived for my appt, which I was not aware was just a consult and not the actual removal, I had to wait for them to look up info on my insurance to estimate my co pay, but they refused to submit to insurance the claim for the 90$ office visit and told me that they only submit that to insurance AFTER I've already paid for it.  Which again, having told them very clearly during my very first conversation with the receptionist when I made my appt. that I would not be able to pay for anything that could or would be covered by insurance and be "reimbursed", it was extremely frustrating that they were not willing at all to work with me since it was their office staff that failed to have everything pre approved as they told me they would in the first place.  They refused to get approval for the 'consult' fee from my insurance and expected me to pay for it first, then wait for months on end to be reimbursed.  And I was very clear during my first call making the appt. that this was not an option at all.  I had no problem paying for what would be my part to pay, co pay and deductible, but I explained multiple times including the day I made my appt. that I could not pay anything that may be "reimbursed", and that was why I told them to have everything already approved so all I had to do was pay my part and get the procedure done.  I would not have made the appt if they had not told me this would be done.  
Sincerely,
[redacted]