All Family Dentistry

September 10, 2014
Revdex.com
RE: Complaint *** *** ***
The following information is released to the Revdex.com per a signed HIPPA release of information form
September 6, 2014,
This patient has been a patient with All Family Dentistry since March and has been
seen on a regular basisIt has been noted in her chart by various Hygienists and during her work that she is a very high fear dental patient and has high sensitivity.
Concerning her problem with payment of her billShe was seen for a routine appointment July 8, An exam, x-rays, PA's and a prophy were performedDr*** talked with her once again regarding work that needed to be addressed which she had been avoiding for some time probably due to her high fearShe was referred to an Endodontist and other options regarding needed treatment were discussed.
On July 23, we were informed by her insurance company that her claim for the exam had been paid but to her personally which has been the procedure in the past for her
claimsWe then informed the patient that her bill was now dueWe have continued to bill her monthly since and have had no response until the account was sent to collectionThe patient was advised in advance that this action would be takenThis same situation has occurred twice in the past, however, the account was finally paid within monthsOnce an account is sent to collection it is our responsibility not to talk with the patient but to refer them to the agency.
Sincerely,
*** *** *** Co-Coordinator
All Family Dentistry

I am rejecting this response because:The information is untrue.  I called in to verify if All Family Dentistry took my new insurance before scheduling my cleaning.  I was told that they would be accepting this new policy.  I explained that the entire [redacted] had changed dental insurance providers.  I came in for my cleaning and exam and I had a cleaning and xrays.  The Dr [redacted] did look at my x-rays from the corner of the room and told me my teeth did not look good, I needed to schedule work then prompty left.  He never looked at my teeth or spoke about a plan of care of what needed to be completed. I was planning to get my work completed with this new insurance because I had maxed out my dental benefits from before.  After this awful experience I made an appointment with a different provider.  I was not afraid to get the work done, which is proven by having a second appointment with a dentist who examined my teeth and spoke to me about a plan of care which was done later that week.  I got all my work completed, have always paid my bills and have been in for all my appointments.   It is true that in the past I was confused about having to pay out the full price and receive a check in the mail from the dental insurance as reimbursement.  That is not what happened with that visit.  I could not have been reimbursed from that company because I did not have them as a dental insurance provider.  I called in to All Family Dentistry when I received a bill from All Family Dentistry and had them rerun the insurance with the correct updated information.  I told them I would be happy to pay for the cleaning but did not receive an exam and would not be paying for a service I did not have.  I would like to reimbursed for the exam that I did not receive, that I had to pay for since you falsely told me your office accepted my insurance and then you never actually performed the service.

Complaint: [redacted]
I am rejecting this response because:There is no resolution to the problem.  I was not avoiding the work, I went to a dentist would did an exam and made a plan of care with me and have gotten my work completed.  I never had this covered by my insurance because your office inaccurately quoted my new dental coverage and I was not covered there.
Regards,
[redacted]

December 3, 2014 Revdex.com RE: Complaint [redacted] - Rebuttal Since our response to Ms. [redacted]'s original complaint was made from information written in her file by Dr. [redacted], the Hygienist and the Insurance person who spoke with her insurance company at the time of her appointment and the calls we stand behind our original statements. The only additional information which may help Ms. [redacted] understand that she did receive an exam is that the exam done by the Hygienist which included the sensitivity tests on the problem tooth, an examination of the state of her gums and general health, and the diagnosis made by Dr. [redacted] from the x-rays before he saw her are the exam. Ms. [redacted]'s statements concerning Dr. [redacted]'s behavior are untrue. The Hygienist's notes for this appointment state that "patient was in tears and in a highly agitated state" by the time Dr. [redacted] entered to talk with her regarding her immediate problem and the treatment course that was necessary to solve the problem. The Hygienist was in the operatory with patient and Dr. [redacted] for the entire period of time. As was stated in our first answer she was then referred to an Endodontist for evaluation. It is also noted in Ms. [redacted]'s chart that on July 26, 2012, Dr. [redacted] had suggested that she see an Endodontist regarding the very same tooth and problem. We will not be reimbursing Ms [redacted] for an exam the was made. [redacted] Practice Co-Coordinator All Family Dentistry

September 10, 2014 
Revdex.com 
RE: Complaint [redacted]  [redacted] 
The following information is released to the Revdex.com per a signed HIPPA release of information form September 6, 2014. 
This patient has been a patient with All Family Dentistry since March 2009 and has been 
seen on a regular basis. It has been noted in her chart by various Hygienists and during her work that she is a very high fear dental patient and has high sensitivity. 
Concerning her problem with payment of her bill. She was seen for a routine appointment July 8, 2013. An exam, x-rays, PA's and a prophy were performed. Dr. [redacted] talked with her once again regarding work that needed to be addressed which she had been avoiding for some time probably due to her high fear. She was referred to an Endodontist and other options regarding needed treatment were discussed. 
On July 23, 2013 we were informed by her insurance company that her claim for the exam had been paid but to her personally which has been the procedure in the past for her 
claims. We then informed the patient that her bill was now due. We have continued to bill her monthly since and have had no response until the account was sent to collection. The patient was advised in advance that this action would be taken. This same situation has occurred twice in the past, however, the account was finally paid within 9 months. Once an account is sent to collection it is our responsibility not to talk with the patient but to refer them to the agency. 
Sincerely, 
[redacted] 
Practice Co-Coordinator All Family Dentistry