Alexandra Garrett DDS

Recently visited Germantown Cosmetic and family Dentistry to have my teeth cleaned. Upon examination I was informed that I had an issue that prevents me from getting a cleaning, the tech said that I would need a deep cleaning procedure first. I explained to the hygienist that I didn't want to pay for the procedure because I couldn't afford it. The hygienist said that she checked our insurance and that it was great insurance and all I had to pay was $72 to $75. I had the procedure done. week or so later I get an additional bill stating that our insurance didnt pay because of a pay schedule. I am on a fixed income and couldnt afford anything but what she explained I would owe which I paid when services were rendered. That is a horrible bussiness practice that basically traps you into paying or risking poor credit. I contacted the business and the contact at the office said she's not quite sure why that was. They also said over the phone that they could only get an estimate of the total price but thats not what they said when I was at the office.Desired SettlementI explained that I could not afford any more than the $75 paid. Business Response Contact Name and Title: [redacted] DDSContact Phone: XXX-XXX-XXXXContact Email: [redacted]Thank you for bringing this to our attention. I have discussed this with the patient's wife and with their insurance company. Due to the type of insurance plan that this patient has, their insurance benefit summary was incorrect in what their insurance company pays and what the patient pays according to what we were supplied by the insurance company. We do our best to ESTIMATE what a patient will have to pay and what their insurance will pay based on the information we are given by their insurance company. Not all insurance plans are the same and we ask for as much information as we can get from the insurance companies. The patient's wife and I spent time yesterday both online and on the phone with the insurance company trying to figure out the exact amount their insurance pays on each procedure. The insurance company would not release this information to me and will only tell the patient through their hard copy information booklet. We are working with this patient and his wife to rectify the situation.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was told that all I had to pay was $75, that should be all that is required. My wife is not responsible for the additional charges. I explained that I could not pay more than the amount that the tech explained was my responsibility. She did not mention that it was a guesstimate. If she had I would have declined the services.

Undue Charges From Dentist.First item billed - Flouride treatment.I had multiple fillings done at this facility. One of these fillings caused lasting pain and upon mentioning it to them, they told me to come and they'd take care of me. They applied a flouride treatment and I was in and out within 6 minutes. I later received a bill for $29.00 for this flouride treatment without ever being told that I would have to pay for it. I didn't even know what she was doing when she applied it. I just got a bill for it later.Second item billed- Missed AppointmentI got an email and text notification of an upcoming appt and I went on to promptly email the front desk lady to alert her that I wouldn't be making the appointment. This was more than 5 days before the appointment. The front desk lady confirmed this by returning my email asking me to let her know when I wanted to schedule my next visit. I then received a bill for $100 for a missed appointment! Not only that, they mentioned that if I paid it, they'd donate the $100 to the local children's hospital on my behalf like they were doing me a favor. If I want to donate money to a charity, I will. That statement was like saying "I know you're going to complain about this so I'll promise to do something with the money because we don't need it anyway." If you're going to donate money, then do it. If you don't need my $100 for a bogus charge, then don't charge me. Stop trying to use [redacted] as leverage. I don't want to be on this treadmill of charges any longer. They have been surprising me with charges from the very beginning and I'm done being quiet about it. Desired SettlementI would like my bill to be adjusted to a zero balance and I would like to stop receiving bills from this business.The work they did was good but the surprise charges got out of control!!!!!!Business Response To: Revdex.com[redacted] XXXXXRE: Case # [redacted] : [redacted]June 15, 2015[redacted],Upon receiving the complaint and the letter sent to our office, we have had many conversations with the above referenced patient over the span of 6 months regarding what he claims to be “surprising” charges that the patient had actually been well aware of. This is not the first time he has been irrational towards the office regarding statements. He did not pay his patient portion at the time of services rendered and then wondered why he was receiving a bill. We always go over treatment and costs with all of our patients before any treatment is started. Enclosed is the email conversation [redacted], the office manager, had with him regarding the referenced $29 Fluoride charge which we have already written off due to any miscommunication that may have taken place that is unknown to myself. As to the broken appointment fee, that was placed in April after the patient was a “no show” to his restorative appointment on April 6, 2015. He is correct about the appointment that was cancelled in a timely fashion for a June hygiene appointment, which no charge was placed against him. [redacted] explained to him that our office policies are outlined in the New Patient Registration in our Appreciated Patient Letter which he initially reviewed and signed in his first appointment with us in December of 2014, which clearly states out broken appointment policy.Please contact my office if any further assistance is needed.Thank you,Dr. [redacted], DDSConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)The office did let me know that I signed a policy agreeing to no-show fees. While I disagree with the idea of the policy, apparently I agreed to it.They did agree to write off one charge but did not agree to dismiss any portion of the no-show fee.