Alpha Dental Excellence

WARNING !

I made an appointment for x-rays only. They told me over the phone they would have to charge me a $19 new patient fee. I reluctantly said ok and I said again that I wanted x-rays only, The woman on the phone said ok no problem. When I got there for my appointment the woman at the front desk insisted I needed a full exam which my insurance would not cover because I had one recently. I would have never paid the $19 if they told me this up front on the phone so I asked for the $19 to be refunded since I didn't want to pay out of pocket for the exam. The woman said she couldn't refund my money and then became very rude!. I didn't get a refund and had to make an appointment somewhere else. I was very upset at the unprofessional way they treated me after they mislead me on the phone about what I had to get done just to get x-rays. I don't trust them and I mentioned I was going to leave a negative experience review and they said "go ahead". I need a dentist office that I can trust and this isn't it!

From: Marie A***Sent: Tuesday, March 8, 10:AMTo: [email protected]: R [redacted] PatelSubject: [redacted] *** Hello Ms***,Hope you feel better soon! I wanted to ask you if you can please get me the patient consent to Release her personal information to youI already have a letter drafted but it has a lot of personal health information which I will release it after getting a RELEASE CONSENT from you and the patientI look forward to hearing back from you soonThank youSincerely,Marie A***Office ManagerAlpha Dental ExcellenceMiddletown Blvd, Suite 100Langhorne, PA 19047Phone: (215) 750-2222Fax: (215) 750-2223Email: [email protected]

I am not satisfied because of the work and the promises made by DrP [redacted] that I would definitely be happy with the partial after I told him I tried this before and it did not workHe guaranteed it wouldI was also given one price and then have not received a response as to why the price went from about $to over $I was promised the insurance price would be in effect and applied to my account accordinglyI would not have applied for the insurance unless they advised it so that it would reduce the costsIn their response letter dated 7/28, it appears that they are not giving me the discounted amount as promisedI told DrP [redacted] that I would give him both partials back since I cannot wear themI was not educated on the differences of the two plans initially and even after my wife repeatedly requesting themThe outcome with the financing company is only because you submitted the signed plan for the $This is without the insurance appliedCheryl told me that she would apply the insurance and take care of it

July 28, 2017Dear *** ***,We are responding to the letter dated July 11, regarding Case ID: *** *** was present in our office on 10/04/for an initial consultation, in which he was shown models of a *** BridgeAt that time the patient did not have insurance; our
treatment coordinator Cheryl had recommended a discounted dental plan to help the patient with the treatment costPatient returned to our office on 10/31/to meet with Cheryl prior to his appointment to sign his treatment plan; extractions, fixed bridge, root canal and flexible partial lower for $at 12:pmThe patient’s treatment started at 2:00pm; patient was dismissed at 5:pm on that day, no paperwork was signed while patient was in the clinical area receiving treatmentIn order to process any financial information we need to be granted permission and the patient needs to provide us with two forms of ID in order for us to proceed forward with any documentation for funding to be issuedThe patient did provide us with the necessary information to proceed, including his signature on the treatment planPatient’s wife called after initial treatment had begun and asked for another optionThe other option would have been $which was just extractions, two crowns and flexible partial, unfortunately the initial treatment plan was in place and work had begun, we could not revert or alter the plan in motion.*** ***’s wife states that the treatment coordinator has not responded to their emails or tried to explain the treatment that her husband has approved, that is a completely statementAttached are numerous correspondences from our treatment coordinator to **and *** ***We have tried on multiple occasions to resolve this matter professionally.After reviewing *** ***’s information, his insurance was not effective until the 11/1/2016, which would mean that the discounted fees given would not have been in effect at the time of treatment, as you must have current valid insurance to receive the discounted feesIn additional to this the patient has received two partials from the office, neither one has been returned to the office*** *** was last seen in our office on 7/10/for his preventive care appointment.*** *** was provided with two treatment plans initiallyWe sit with each patient and go over all options available, including financialWe educate our patients and the patients make the best decision for themselvesThe financial decision is at the sole discretion of the patient*** *** made an informed decision on his own and consented to the treatment.*** *** has filed a complaint with the financing company; the outcome was in our favor as he received the treatment he approvedAs a courteous, we with due diligence have recreated at no charge and given *** *** an additional lower partial to try and satisfy his needsWe as a dental practice believe in giving all our patients the upmost careAfter numerous attempts to recreate and adjust *** ***’s appliance, he is not satisfied; not because of the service, but because of the financial obligation he agreed too.If you should have any other questions, please contact me via the phone email listed below.Yours Truly,Sincerely,Marie A***Office ManagerAlpha Dental ExcellenceMiddletown Blvd, Suite 100Langhorne, PA 19047Phone: ###-###-####Fax: ###-###-####Email: ***@alphadentalexcellence.com

We received two letters on Monday in reference to the above Complaint ID ***First letter dated April 4, that the complaint has been closed due to not hearing back from the consumerIn the mail the same day we received another letter dated for April 6, for additional informationI am attaching the Financial Policy which is highlighted on this policy is the Broken and Cancelled appointments fee without hour notice for your reviewThe consumer stated that she cancelled the appointment at approx pm by phone on 4/22/15, according to the software which is time sensitive she make the appointment in our office at 2:pm with R*** on 4/22/15, also her payment was not posted until 2:pm with her credit card in which she would need to sign off on the receiptWe do not ask for two forms of ID to run patients credit cards, the only way we ask for two forms of ID is if the patient has consented to apply for flexible payment options, which R*** had receivedThe patient’s appointment on 4/23/was confirmed for 31/hours not twelve hour appointments, according to the financial policy a broken appointment charge is $per for every minutes.Definition of a Broken appointment is an appointment in which the patient has not called or shown up for their schedule appointmentCancel appointment is when the patient has called hours prior to their appointment to cancel or reschedule their schedule appointment, a patient who cancels their appointment with a staff member or leave a message on the service, when we receive a cancel and go to remove the appointment in the schedule a box comes up to answer questions as to who is cancelling the appointment and the reason why it’s being canceled, for this patient where is not any cancellations for these appointments, she only had appointments on schedule with us also, 4/22/15, 4/23/and 5/19/The patient attended one on 4/22/15.I am attaching the treatment plan form which the patient signed stating that she would need to be referred to an Endodontist for tooth #as well which she stated was never stated to herIf you have any additional questions or concerns, please contact me.Thank You Sincerely,Marie A*** Office Manager

I am not satisfied because of the work and the promises made by Dr. P[redacted] that I would definitely be happy with the partial after I told him I tried this before and it did not work. He guaranteed it would. I was also given one price and then have not received a response as to why the price went from about $5000 to over $7500. I was promised the insurance price would be in effect and applied to my account accordingly. I would not have applied for the insurance unless they advised it so that it would reduce the costs. In their response letter dated 7/28, it appears that they are not giving me the discounted amount as promised. I told Dr. P[redacted] that I would give him both partials back since I cannot wear them. I was not educated on the differences of the two plans initially and even after my wife repeatedly requesting them. The outcome with the financing company is only because you submitted the signed plan for the $7500. This is without the insurance applied. Cheryl told me that she would apply the insurance and take care of it.

7/27/2017Hello,[redacted] discount Plan is the best one that I know of. These procedures that are listed are definitely needed to maintain the lower teeth for stability to hold his partial denture in. I do understand that all of this is very confusing. I can offer another consultation with the Doctor that your Husband meet with so he can go over the treatment that is being discussed and we can bring up his X-rays so you can also begin to understand why this dental treatment is needed to remove the infection in his mouth and the bone graft is so needed due to once we remove all the infection he will have a large void in lower Jaw bone area that we must replace for proper healing and so his Partial and lower bridge will fit the best.Actually Bone graft will be placed in every extraction site I just didn't want the charges to be any larger than they already were.  Keeping the lower 2 teeth to hold in a 6 unit bridge for his partial to hold on too, is all we can do for him.I apologize in advance my writing skills are not the best.If you could possible maybe have 30 minutes or so available, we can go over all this together, and why it is so important for your husbands health.What do you think, We are available evenings also.Cheryl S. Alpha Dental Excellence Treatment Coordinator

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From: Marie A[redacted]Sent: Tuesday, March 8, 10:AMTo: [email protected]: R[redacted] PatelSubject: [redacted]
Hello Ms[redacted],
Hope you feel better soon! I wanted to ask you if you can please get me the patient consent to Release her personal information to youI already have a letter drafted but it has a lot of personal health information which I will release it after getting a RELEASE CONSENT from you and the patientI look forward to hearing back from you soon
Thank you
Sincerely,
Marie A[redacted]
Office Manager
Alpha Dental Excellence
Middletown Blvd, Suite Langhorne, PA Phone: (215) 750-Fax: (215) 750-Email: [email protected]

From: Marie A[redacted]Sent: Tuesday, March 8, 2016 10:34 AMTo: [email protected]: R[redacted] PatelSubject: [redacted] Hello Ms. [redacted],Hope you feel better soon! I wanted to ask you if you can please get me the patient consent to Release her personal information to you. I...

already have a letter drafted but it has a lot of personal health information which I will release it after getting a RELEASE CONSENT from you and the patient. I look forward to hearing back from you soon. Thank youSincerely,Marie A[redacted]Office ManagerAlpha Dental Excellence240 Middletown Blvd, Suite 100Langhorne, PA 19047Phone: (215) 750-2222Fax:      (215) 750-2223Email: [email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
The last attachment page in letters to you Ms. [redacted] that is NOT my signature or I didn't date it since the date is not legible. the signature has P-a-m then it stops and e-l-a is then finished. I never sign my name haltingly. Also look at my signature on the "cancellation/broken" page. They DO NOT match even slightly. I believe this is a forged signature. I'm getting extremely tired of this mess. If they don't drop this then I'll refer them to my lawyer.[redacted].Langhorne, Pa. 19047-1757###-###-####I'm sure things will be resolved in a timely fashion once I have him address these issues.Thank you,[redacted].