Allison T. Moses, DDS, PC

Review: Failure to Provide Patient Dental RecordsOn or about November **, 2014, I wrote [redacted] by letter, requesting copies of my dental records. [redacted] called and left a voicemail asking me to call her back at some point later in January. I called her back multiple times and was always told that she was busy. Over a month has passed and [redacted]s office has not returned any of my calls. The office has thus far refused to provide me with copies of my dental records.Improper Billing PracticesOn or about January **, 2014, I called the office of dentist Allison T. Moses regarding a minor dental question. The receptionist asked me if I could come in. I explained I could not because my dental plan covers only one visit including the regular check up each six months and Id already had my check up. The receptionist told me not to worry, it would take less than 5 minutes and I wouldnt be billed for it unless treatment was required; it would be a courtesy visit. Based on that, I came to the office and saw [redacted]s very briefly, at which time she confirmed all was well and no treatment was needed. The visit was less than 5 minutes. Thereafter, however, I received multiple bills for emergency services provided on January **, 2014. I reached out to [redacted]' billing staff, multiple times and she insisted I had received emergency treatment, which I did not. On or about November **, 2014, Delta Dental investigated and determined there was no emergency visit. [redacted] refused to address the fact that the office had informed me the visit was a courtesy visit and continues to insist a treatment of some sort of disease or injury occurred, which it did not. The amounts she billed me for that one date varied but the last bill was $85.00. On or about January *, 2015, I received a bill from [redacted]s office in a new amount, $53.75, with no explanation. I have not visited the office in over a year and have no idea what the bill is for.Desired Settlement: I request [redacted]s (1) nullify the charges [redacted] continues to incorrectly bill for; and (2) immediately provide me with my dental records.

Business

Response:

Allison T. Moses, DDS, PC[redacted] The patient was seen last year on 1/**/14 for a diagnosis of a lump in her lower lip. A diagnosis was provided to her and her insurance was billed. She had a $75 deductible with her insurance, Delta Dental and she is also only covered for this procedure at 75%. She had a co pay. She did not feel that she was supposed to have a copayment. We have documentation from the insurance company verifying the amount that "patient pays." [redacted] was also seen on June **, 2014 for a cleaning and exam. Again her insurance only pays 75% for these preventative services leaving her with a $53.75 balance for her cleaning and exam. The patient complained about her bill and was given a written letter on October **, 2014 explaining her balance. She is still not understanding that her insurance does not cover her fully. We again have documentation from her insurance company stating what her portion should be. We have gone back and forth with [redacted] r egarding her balance and have repeatedly have tried to explain the charges to her. I returned a call to her in early December with an attempt to try to rectify this matter and she never called me back. She claims she called me back "multiple times" but I had never received a call. She would like her dental records which I would happily forward to her. She did not sign a document to release her records nor did she call us or write us to inform us where she would like her records sent to. She also claimed in her complaint that she has "not visited the office in over a year". She was was in the office on 1/**/14 and 6/*/14. Both of those dates have been within the last year.

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:

It does not address the issues. Issue #1 is that I have requested my dental records multiple times and have not been provided with them. See attached written demands made in November 2014 and again in January 2015. In the dental office's response, they say they "would" be happy to provide the dental records but don't say when or how or actually provide them. I am reiterating my request my for my dental records to be sent to me via email or snail mail or fax. The dental office has all my contact information.Issue #2 is the supposed "courtesy" visit that staff member [redacted] said she would not bill me for that she then proceeded to wrongfully bill as "emergency services" at so high a rate that it was investigated; [redacted] refused to discuss this with me when I called or, apparently, to pass my messages on to [redacted]s. The office, through [redacted], has now sent me multiple different bills for the same "courtesy" visit. In a voicemail [redacted]s left for me on january **, 2015, after receiving the Revdex.com complaint, she says twice that she has no dispute over the amount and has credited my account (which, if true, would resolve the issue), however the business response to the Revdex.com reiterates the wrongful bill is owed and makes no mention of the credit [redacted]s promised or the fact [redacted] said from the very beginning this was a "courtesy visit" for which I would not be billed. The business's response says I do not understand my insurance; however, if they took the time to actually read the complaint, they would see I understand my insurance very well which was why I insisted on a specific clarification from [redacted] that the visit in question was just a courtesy visit for which neither myself or my insurer would be billed before going to the office in the first place. The office appears to have very poor communication between the dentist and her billing staff as both are sending out varying and different messages, bills and offers of credit. I simply ask that the account be credited, that the wrongful charges be expunged and that my dental records be sent to me. [redacted]s already promised to credit the account. See attached transcript. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This is my response to this patients unanswered concerns to the Revdex.com dated January **, 2015. I don't understand why there are any additional concerns regarding this case. Issue #1 The patient was sent her dental records via certified mail return receipt requested to her home address after it was finally written to me where the records were to be sent. I was unaware if the records were to be sent to her or to another dentist. If they were to be sent to another dentist, she would have had to sign a release. Issue #2 The patient was credited all fees. Her balance regarding the "courtesy visit" was credited to zero as well as her copayment for her subsequent 6/**/2014 visit for a cleaning and exam. She currently has a zero balance with our office. I have done everything possible to rectify this issue. See below email to the patient on Wednesday, January **, 2015: I am writing to inform you that your records have been sent today US certified mail. You should receive them on Friday. With respect to the balance you owe me for the dental services I have provided to you, I am crediting you any fees that you may have incurred at my office for the two visits (one in January to diagnose the lesion on your lip and the other for your cleaning and exam in June 2014.) You now have a zero balance with our office. Just so that you informed, you should be aware that your Delta Dental had changed last year and you were subject to a $75 deductible and also your preventative services (cleanings, exams and x-rays) are only covered at 75%. That is why you had a balance for your cleaning and exam in June. I am a participating preferred provider with Delta Dental but that doesn't mean that you aren't subjected to co-payments. The explanation of benefits from Delta Dental even says on it "patient pays" and gives an amount. Ultimately, it is the patients responsibility to know the details of their dental insurance. I am astounded that you would go to such extreme measures (Revdex.com and NY State Board of Ethics) without first speaking to me over this very insignificant balance. We had a relationship for 4 years and I think you were provided with excellent care over that time. I returned your call back when you sent your first "legal" letter. You never called me back. And I called you twice last Thursday after receiving your complaint to the Revdex.com and you never called me back. You never had provided us with where you wanted your records sent and therefore they were never sent out. If you had wanted them sent to another dentist, we would have had to had a release signed by you. I am aware that you have found a new dentist and the dentist/patient relationship between us will be terminated. I wish you all the best with your new dentist. Sincerely, [redacted]s

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,