AM Dent LTD.

After researching the allegations we are responding with the following [redacted] was seen in our office in March At his hygiene visit we suggested sealants as a preventative measure to seal out the chance for decay This is a common preventative service offered and performed on many children As with any patient we verify their insurance benefits as a courtesy and report estimated costs/copays for recommended procedures We did verify coverage though and automated fax at the time of service (standard procedure for this insurance) and it stated sealants were a covered benefit under their preventative section at 100% The service was performed (with parental consent) and the charge was billed on their account the day the services were rendered No patient portion was collected at that time due to the estimated benefit information of 100% coverage that was received from their insurance carrier The insurance claim was submitted and received back ; and it was denied stating that he did not meet the age requirements for sealant coverage On the electronic verification document is stated sealants were covered up through the age of year old [redacted] was at the time the services were rendered We contacted the insurance and verified what the electronic information provided and were told that perhaps the plan changed since then but the coverage was now listed as sealants allowed up until the age of 14, meaning at age there was no coverage Although we advocated regarding the information received the insurance rep told us the patient would need to appeal it It is my understanding the parents did, not only with the insurance but also with the employer of the plan, and were unsuccessfulAll patients complete our initial paperwork In that paperwork we inform them that we verify insurance benefits as a courtesy however final balances are subject to final approval from the insurance company and they are ultimately liable for any bills incurred for services they had provided at our officeIt is unfortunate the insurance did not cover this expense However, regardless of what their individual plan covers, we provided a service to the patient and they are acknowledging those services were performed Further they are not disputing the quality of those services, only the fact that we are billing them once their insurance did not cover them We try our very best to educate patients on their insurance plan We too, acted in good faith and performed services based on the information the insurance provided at the time However, there are occasions that the final claim determination is not the same as quoted/estimated That is why they are referred to as estimates However, that does not mean we should not be paid for our services We provided a service and believe we have the right to be paid for that service I sympathize that the parents are now left with a balance for the procedure that they were not expecting; however, it does not relieve them from paying for the service that we provided Many patients does not understand that insurance plans are meant to assist with coverage and not necessary pay all of their expenses As to [redacted] calling their insurance and was told we never called to verify coverage; this is true We prefer to use computer online verification processes rather than calling and waiting on hold for an insurance rep to answer the phone In fact, for most insurances it is their preferred method of verification So I can understand how the question asked as to whether we called would have been answered with a no Finally, we did not threaten to adversely affect this family's credit It is however, our billing policy to send bills (days apart) advising them of a balance due On the 3rd bill their is wording which states if they do not pay they can be turned over to collections We followed our billing practice for this patient and they were eventually turned over to collections Total services were eight sealants at $= $208, with collection fee balance due is now $ Should you have any additional question please feel free to contact me directly to further discuss We are hoping our information will help close this matterThank You Danielle S***

** *** did seek treatment in our office on March 26, 2015. At that time he came in for an emergency visit for pain in tooth #31. He stated he was having pain in his crown. He stated another dentist placed the crown a few years back in North Carolina. At
this first visit we performed an exam and took an xray. He was charged $for this procedure and paid it via check the same day. After performing that exam and reviewing his xrays we advised ** *** that he needed a root canal, build up and crown on the tooth. He then scheduled an appointment for the root canal. We performed the root canal on May 18, and charged him $in which he signed a consent form and paid the bill by credit card. After the procedure was completed we proceeded to schedule him for the build up to prepare for the crown. He came into our office on May for his build up appointment. We charged him $for this procedure and he signed a consent form authorizing us to do the procedure. This consent form also explains he is financially responsible for the charge if his insurance does not pay. It is a generic consent form used for insurance and non insurance patients. ** *** has no insurance so he is 100% liable. After the procedure was performed he left without paying. At no time did we tell ** *** he would not have to pay for any procedure nor told him that any of his previous payments included payment for future services. He did call our office on June stating he received a bill and would not pay for it that we could turn him over to collections if we needed to.
We never provided ** *** with any paperwork stating any of his visits were included in payments for others and for all other he paid as the services were incurred. Likewise the consent he signed stated that he understood he is financially responsible for that particular day. We used the same consent form for fillings as do for our build up procedures because the material is the same. You can clearly see from the attached consent that he signed it and it is clearly written a build up was performed on #and he agreed to his financial responsibility for it. Please see the attached uploaded documentWe believe he absolutely understood there was a separate charge for it and now does not want to pay after the service was renderedShould you require any additional information please contact me at ###-###-#### or at ***@americandentalsolutions.net
Thank You
Danielle S***

My services at American Dental Solutions has been horrible They have switched three different Orthodontists in one years time The newest doctor has told me that she wanted to start the whole process over again because she didnt like how the original doctor had put on my daughters braces They were crooked They have also somehow shifted her entire upper mid-line jaw that her top front teeth are not aligned with the center of her face This is not acceptable services I have also had Invisalign refinements recently done there at the same time my daughter has had her braces and I have been waiting over two months to get them back from Invisalign because American Dental did not file the correct paperwork to them for each new doctor that they kept switching out So now, the patient, has to be the one waiting for them to correct their screw up again This company might advertise for the "best prices, guaranteed", but I will guarantee you that you will be regretting every going there in the first place

** *** did seek treatment in our office on March 26, 2015. At that time he came in for an emergency visit for pain in tooth #31. He stated he was having pain in his crown. He stated another dentist placed the crown a few years back in North Carolina. At this
first visit we performed an exam and took an xray. He was charged $for this procedure and paid it via check the same day. After performing that exam and reviewing his xrays we advised ** *** that he needed a root canal, build up and crown on the tooth. He then scheduled an appointment for the root canal. We performed the root canal on May 18, and charged him $in which he signed a consent form and paid the bill by credit card. After the procedure was completed we proceeded to schedule him for the build up to prepare for the crown. He came into our office on May for his build up appointment. We charged him $for this procedure and he signed a consent form authorizing us to do the procedure. This consent form also explains he is financially responsible for the charge if his insurance does not pay. It is a generic consent form used for insurance and non insurance patients. ** *** has no insurance so he is 100% liable. After the procedure was performed he left without paying. At no time did we tell ** *** he would not have to pay for any procedure nor told him that any of his previous payments included payment for future services. He did call our office on June stating he received a bill and would not pay for it that we could turn him over to collections if we needed to. We never provided ** *** with any paperwork stating any of his visits were included in payments for others and for all other he paid as the services were incurred. Likewise the consent he signed stated that he understood he is financially responsible for that particular day. We used the same consent form for fillings as do for our build up procedures because the material is the same. You can clearly see from the attached consent that he signed it and it is clearly written a build up was performed on #and he agreed to his financial responsibility for it. Please see the attached uploaded document.We believe he absolutely understood there was a separate charge for it and now does not want to pay after the service was rendered.Should you require any additional information please contact me at ###-###-#### or at ***@americandentalsolutions.netThank YouDanielle S***

Dear Revdex.com and *** ***,
This response is to explain how we arrived at the $30.80 balance for *** ***. In 2014 *** was treated on June 10, 2014. At this time we performed an exam, cleaning and fluorideThe total bill was $however because we
participate with ***' insurance (*** ***) we agree to accept a reduced fee for the participation in the programThe reduced allowance was adjusted to $89, writing off the $difference from the billThe insurance paid $of the $allowance, however they did not pay for the fluoride treatment of $Therefore it left a balance of $due from the patient. In *** was seen in our office on January 19. At this time we rendered an exam, periapical xrays, bitewing xrays, a cleaning and fluoride for a bill totaling $242. Because we participate it reduced the bill to a total allowance of $139. Out of that $the insurance paid $119, leaving the balance due for the fluoride treatment in the amount of $still due.
Adding the $due from the 6/10/visit and the $due from the 1/19/visit is a total of $44. The patient made a payment of $towards that $bill on 3/21/via cash. This then reduced the balance to $34. Our records also indicate there was an old credit on the account in the amount of $due to the patient. We then credited the $previous credit to the remaining $bill leaving a new balance of $We apologize if this balance was not clearly explained previously. Should you have any additional questions please contact me at ###-###-#### or ***@americandentalsolutions.netThank you
Danielle S***

We did treat *** *** on July 7, 2015. As with any new patient we do a complete comprehensive exam, including a periodontal exam. It is our responsibility to make sure her exam includes checking the healthiness of her gums. Upon examination, and standard probing, we identified
many teeth which showed abpocket depth. We measures (in millimeters) the amount of space between a teeth and the gums. There are ranges on some of her teeth (3-4mm pockets) However, there were several teeth (of them) which showed pockets depths 5mm or greater. With the findings it is standard industry practice to diagnose the patient with periodontal disease and prescribe periodontal treatment. In fact, to not diagnose and recommend treatment for these pocket depths can be considered malpractice. I can appreciate the patient arrived in the office expecting a simple cleaning and was surprised to hear she has periodontal disease. It is true that this additional treatment is at a higher cost than a cleaning. However, in order to properly treat *** *** she needed a scaling and root planning procedure on her entire mouth as well as multiple sites of a prescription antibiotic place in each tooth to treat her condition. The estimated cost for those periodontal services was $1412. We did advise her of some other work we recommended which included filling and crowns. If she proceeded with all work recommended the total cost was $3577.There are many other offices that will simply "do a cleaning" because that is the only thing the patient wants to have done and will not diagnose or treat the issue at hand (in this case periodontal disease). However, we believe it is our clinical and moral obligation to advise patient's of our findings regardless of the cost. It is also not uncommon for two different doctors to have two separate opinions on treatment. It happens frequently in the medical community; one doctor might recommend no treatment while another recommends a procedure. Obviously it is certainly the patients prerogative to decide once given both options. We performed x-rays and a complete exam and billed accordingly. Unfortunately just because the patient does not agree with the recommended treatment does not mean we should refund those services provided. The billable amounts include the doctor's time and experience in his field. Regarding the *** *** line of credit. Our understanding is that she wished to open the line of credit to pay for her services. Once open, the third party lender will then print a card that can be used for future services. If *** *** did not want the card or open account she has our apologies for the misunderstanding. If she has already closed the account her credit should not be negatively reflected in any way.Should you have any additional questions please feel free to contact me at ***@americandentalsolutions.net or at***-***-***X***.Sincerely,Danielle S***

Dear Revdex.com and *** ***,This response is to explain how we arrived at the $30.80 balance for *** ***. In 2014 *** was treated on June 10, 2014. At this time we performed an exam, cleaning and fluorideThe total bill was $however because we participate with
***' insurance (*** ***) we agree to accept a reduced fee for the participation in the programThe reduced allowance was adjusted to $89, writing off the $difference from the billThe insurance paid $of the $allowance, however they did not pay for the fluoride treatment of $Therefore it left a balance of $due from the patient. In *** was seen in our office on January 19. At this time we rendered an exam, periapical xrays, bitewing xrays, a cleaning and fluoride for a bill totaling $242. Because we participate it reduced the bill to a total allowance of $139. Out of that $the insurance paid $119, leaving the balance due for the fluoride treatment in the amount of $still due. Adding the $due from the 6/10/visit and the $due from the 1/19/visit is a total of $44. The patient made a payment of $towards that $bill on 3/21/via cash. This then reduced the balance to $34. Our records also indicate there was an old credit on the account in the amount of $due to the patient. We then credited the $previous credit to the remaining $bill leaving a new balance of $30.80.We apologize if this balance was not clearly explained previously. Should you have any additional questions please contact me at ###-###-#### or ***@americandentalsolutions.net.Thank youDanielle S***

December 20, 2016Dear [redacted]I apologize for the delayed response however the email that was sent on 12/5/16 went directly into my spam/junk folder and I only noticed it today.We did treat [redacted] is our office July 2015 through September 13, 2016. The two fees she is disputing are the...

consultation charges for the specialists. She was seen by our endodontist on August 18, 2016 for possible treatment of a root canal on tooth number **. A recommendation was given to perform a root canal. That consultation charge was $100. She then also was seen by our oral surgeon for the same tooth for a possible extraction on September 13, 2016. This fee was $50. The only time a patient is referred to the oral surgeon for an extraction is if they chose not to restore the tooth with the endodontist.This patient was seen by both specialists and a fee is due for their time for the consultation. [redacted] had prepaid for a large portion of work she was planning to have performed on August 18, 2016, in the amount of $1947. After seeing both specialists she must have decided against any treatment (at least with our practice) and all but the $150 was refunded to her on October 10, 2016.Our fees for consultations are reasonable and an industry standard charge for their charge time. We are required (per the doctor) to precollect these fees prior to booking each appointment due to their chair time is limited and must be reserved. [redacted] had already prepaid for these services plus for additional work she was planning on having performed. Even if she decided not to proceed with services at our practice the charge for the consultation fee (which includes the doctor's professional clinical opinion, examination and chair time) is still due.Should you have any additional questions please contact my office at ###-###-####.Sincerely,Danielle S. General Manager

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:The could not perform the root canal as they recommended and in fact caused further damage to the tooth. I was only told about these "fees" after I requested a refund as I was not at all comfortable with them performing an extraction after the root canal was a failed attempt. If there are fees for consultations, there should be signed documentation outlining those charges rather than hidden and only to come to light when a refund is requested due to services NOT rendered as outlined by the treatment plan. I expect a full $150.00 refund for services they DID NOT provide as promised.
Regards,
[redacted]

To Whom it May Concern,We are in receipt of the Complaint for [redacted] # [redacted]. Our records indicate we never received the first request from your office. Our normal notification process from the Revdex.com is through an electronic email sent directly to my email as the general manager. have not...

received any emails regarding a complaint for this patient. We have requested email notification for any complaints due to the fact that we have 1.3 locations spanning across 3 counties and in the past if a letter has been sent via the posta Service the delivery is delayed because the complaint is sent to our service location and not our corporatic location where these matters are handled.We have never received a Call or knew of a concern with this patient regarding this case, Had we been aware of his concern we would have gladly reviewed it and offered assistance to the patient. After reviewing the concerns, along with the notes and x-rays, it has been determined that the patient's concerns are legitimate. At the time the patient was seen initially on 8/31/16 we felt as though the tooth was viable and we could perform an adequate restoration on the tooth. We placed the germanent Crown a fonth later on 9/28/16. We then had not heard back from the patient until four months I ater in January 2017. At this time we noticed something on the x-rays that indicated the possible need for re-evaluation of further treatment (i.e. possible root canal), We understand the patient's concern regarding after four months of paying for a crown that there was a new possibility of now needing to pay an additional expense for a root canal. Had the patient contacted us after their evaluation visit to express concern we would have offered a crodit towards the additional service or a ref Lind. However, no indication of concern was ever presented. There are times wher treatment plans Thus change due to unforeseen circumstances and we do our best to work with OLEr patients when this occurs. We will agree to refund the patient the $503 he is requesting. We do not retain credit card information so we cannot refund his card. However, have asked for our a CCounting department to process a refurd. This could take up to 30 days.Should you have any additional questions please do not hesitate to contact me at [redacted],SincerelyDanielle [redacted]

June 8, 2017Dear Revdex.com,I just received a copy of the above complaint. My apologies as it went to my spam folder and I did not see it until today. We did in fact treat [redacted] on March 31 through April 18, 2107. She originally was seen for the first time on March 31, 2017....

At this time it was notated by the doctor that the patient was very apprehensive to any dental treatment. The patient presented for a consultation for possible implants and was having chewing discomfort in tooth #19. The doctor prescribed an antibiotic to treat any infection and the patient was referred to our endodontist for further evaluation of this tooth based up the general dentist physical examination as well as supporting X-rays.On April 13th the patient had a consultation with Dr. S[redacted], our endodontic specialist, and was charged a $100 (which the patient paid) fee which included the time spent for the specialist to render this clinical opinion as well as an attempted opening of the canal of the root. During this procedure it is documented that Dr S[redacted] accessed the caries (i.e decay) which extended to the pulpal floor and that the entire lingual wall was compromised. He then had taken another x-ray to further investigate. At this point he consulted with the original general dentist regarding his professional opinion regarding the prognosis and viability of this tooth. Both the general dentist and endodontic specialist concurred that the tooth was too compromised to attempt to restore successfully in their professional opinion. At this point their opinion was discussed with the patient and as a result an alternative treatment plan was recommended which included a partial denture.The patient signed consent to the recommended alternative treatment plan including the partial denture and advised us she would schedule the recommended extraction with her own oral surgeon. Once written consent was given to begin the partial we then began the fabrication process and sent this custom product to our laboratory to complete fabrication.We now have been advised the patient chose to go elsewhere to gain a second opinion regarding the ability to save their tooth and received a different clinical opinion and treatment. In the medical and dental industry it is common for two clinicians to differ in recommended treatment and services. Both of our clinicians felt in light of what they saw when the root canal was attempted (along with additional x-rays) that this tooth was not viable enough to save and if attempted the prognosis long term was not favorable. We certainly have no problem that this patient found a clinician who has attempted to save the tooth. However, the success of root canals is measured after 12 months without further complication. Performing a root canal is a traumatic procedure that can present concerns beyond the initial service. We certainly hope that is not the case for this patient. However, we performed a service and believe we are entitled to be paid for that service regardless of whether the patient chose to go elsewhere for a second opinion. The $100 charged is not our full price for a root canal as I am sure Ms. Maha understands after having the service performed by another provider, which is typically in excess of $800. Dr. S[redacted] simply tried to open the canal at the consultation visit to alleviate some pressure that often builds when a tooth is compromised. This is in an effort to relieve the discomfort a patient experiences when this type of issue occurs. The patient was not charged more than what a consultation fee would have been for this procedure. That fee is for the doctors clinical chair time and opinion, even if you chose not to follow the recommendation given. Thus that is why it is referred to as a consultation. The specialist even went as far as to attempt to relieve the pain/pressure the patient was receiving that day without a further charge for the attempted, but incomplete endodontic procedure, which is still far more than $100.Furthermore, once the patient consented to a partial denture and paid for it it was sent for fabrication. That custom product cannot be sold to anyone else and we already incurred our expensed once the patient signed the consent and the laboratory completed its fabrication. If the patient did not want the partial and refused to its consent we would not have fabricated the custom product.We would be happy to speak with the patient's new endodontist or other clinician she is referring to in order to discuss or different clinical view if she would like. Our intention is not to create a bad relationship between our patients and/or other providers. However, difference of opinions in the medical and dental community will continue to occur and fault should not be implied simply because one party disagrees with the other. We, ultimately understand the decision of who's opinion the patient's should choose to follow if their choice. Had the patient chose to do this prior to asking us to fabricate a custom product there would not have been and additional fee of $424 incurred. However, once consent is given and the product is made it cannot be sold to any other person.We regret the patient assumes as though our opinion is inaccurate just because someone else's differed; however, we stand behind our clinician's opinion and hope the patient understands it is not uncommon to have two clinicians differ in treatment recommendations. We feel all services charged are reasonable and were rendered and no refund is due.Should there be any additional question please do not hesitate to contact me via email at [redacted]@americandentalsolutions.net.Sincerely,Danielle S. General Manager

AMERICAN DENTAL SOLUTIONS PATIENTS. BEWARE OF THE BUSINESS OFFICE IN POTTSTOWN, PA. They charge for things that you don't need or approved on. So if you go to this office in Pottstown, PA. Please look over EVERYTHING and make sure they EXPLAIN it to you. We were over charged for my husband crown back in July. They upgraded his crown to a gold upgrade, $249.00 on top of the cost of the crown. Which was never explained or approved by my husband. They just told him the cost of the crown which was way over $500.00. The Corp office tried to tell me that my husband initialed and approved the gold upgrade. My husband told me he knew nothing about an upgrade. So I asked them to sent me a copy of the approval for the gold upgrade. From the form, what he initialed for was the color of the crown. "Someone" printed over top of the crown color "gold upgrade" no initial by that. I had worked on a lot of contracts and you just don't print something and not have the person initial it. I found all this out a week ago , I went to the office and they tried to do the same to me, ( my over charge was $809.00) But I questioned it. They told me that It was an upgrade and I didn't have to get it. (only because I questioned it). As of Now, I got no where with the business office in Pottstown Pa and American Dental Solutions Corp office. So Corp will not return the $249, but they offer at first a 5% and now it's at 10% which is $30.00 off of my crown. Which we will not be going back to that office. Right now I have a dispute in for my husband crown with my credit card company.. That was $249.00 more then what we needed to pay for. That office is deceptive and unethical. Once again, Please look over everything and make sure they explain everything to you for what you are having done. GET COPIES

After researching the allegations we are responding with the following.
[redacted] was seen in our office in March 2011.  At his hygiene visit we suggested sealants as a preventative measure to seal out the chance for decay.  This is a common preventative...

service offered and performed on many children.  As with any patient we verify their insurance benefits as a courtesy and report estimated costs/copays for recommended procedures.  We did verify coverage though and automated fax at the time of service (standard procedure for this insurance) and it stated sealants were a covered benefit under their preventative section at 100%.  The service was performed (with parental consent) and the charge was billed on their account the day the services were rendered.  No patient portion was collected at that time due to the estimated benefit information of 100% coverage that was received from their insurance carrier.  The insurance claim was submitted and received back ; and it was denied stating that he did not meet the age requirements for sealant coverage.  On the electronic verification document is stated sealants were covered up through the age of 14 year old.  [redacted] was 14 at the time the services were rendered.  We contacted the insurance and verified what the electronic information provided and were told that perhaps the plan changed since then but the coverage was now listed as sealants allowed up until the age of 14, meaning at age 14 there was no coverage.  Although we advocated regarding the information received the insurance rep told us the patient would need to appeal it.  It is my understanding the parents did, not only with the insurance but also with the employer of the plan, and were unsuccessful.
All patients complete our initial paperwork.  In that paperwork we inform them that we verify insurance benefits as a courtesy however final balances are subject to final approval from the insurance company and they are ultimately liable for any bills incurred for services they had provided at our office.
It is unfortunate the insurance did not cover this expense.  However, regardless of what their individual plan covers, we provided a service to the patient and they are acknowledging those services were performed.  Further they are not disputing the quality of those services, only the fact that we are billing them once their insurance did not cover them. 
We try our very best to educate patients on their insurance plan.  We too, acted in good faith and performed services based on the information the insurance provided at the time.  However, there are occasions that the final claim determination is not the same as quoted/estimated.  That is why they are referred to as estimates.   However, that does not mean we should not be paid for our services.  We provided a service and believe we have the right to be paid for that service. 
I sympathize that the parents are now left with a balance for the procedure that they were not expecting; however, it does not relieve them from paying for the service that we provided.  Many patients does not understand that insurance plans are meant to assist with coverage and not necessary pay all of their expenses. 
As to [redacted] calling their insurance and was told we never called to verify coverage; this is true.  We prefer to use computer online verification processes rather than calling and waiting on hold for an insurance rep to answer the phone.  In fact, for most insurances it is their preferred method of verification.  So I can understand how the question asked as to whether we called would have been answered with a no.         
Finally, we did not threaten to adversely affect this family's credit.  It is however, our normal billing policy to send 3 bills (30 days apart) advising them of a balance due.  On the 3rd bill their is wording which states if they do not pay they can be turned over to collections.  We followed our normal billing practice for this patient and they were eventually turned over to collections.  Total services were eight sealants at $26 = $208, with collection fee balance due is now $263.87.  
Should you have any additional question please feel free to contact me directly to further discuss.  We are hoping our information will help close this matter.
Thank You
Danielle S[redacted]

We did treat [redacted] on July 7, 2015.  As with any new patient we do a complete comprehensive exam, including a periodontal exam.  It is our responsibility to make sure her exam includes checking the healthiness of her gums.  Upon examination, and standard probing, we identified...

many teeth which showed abnormal pocket depth.  We measures (in millimeters) the amount of space between a teeth and the gums.  There are normal ranges on some of her teeth (3-4mm pockets).  However, there were several teeth (22 of them) which showed pockets depths 5mm or greater.  With the findings it is standard industry practice to diagnose the patient with periodontal disease and prescribe periodontal treatment.  In fact, to not diagnose and recommend treatment for these pocket depths can be considered malpractice.    I can appreciate the patient arrived in the office expecting a simple cleaning and was surprised to hear she has periodontal disease.  It is true that this additional treatment is at a higher cost than a cleaning.  However, in order to properly treat [redacted] she needed a scaling and root planning procedure on her entire mouth as well as multiple sites of a prescription antibiotic place in each tooth to treat her condition.  The estimated cost for those periodontal services was $1412.  We did advise her of some other work we recommended which included 1 filling and 2 crowns.  If she proceeded with all work recommended the total cost was $3577.
There are many other offices that will simply "do a cleaning" because that is the only thing the patient wants to have done and will not diagnose or treat the issue at hand (in this case periodontal disease).  However, we believe it is our clinical and moral obligation to advise patient's of our findings regardless of the cost. 
It is also not uncommon for two different doctors to have two separate opinions on treatment.  It happens frequently in the medical community; one doctor might recommend no treatment while another recommends a procedure.  Obviously it is certainly the patients prerogative to decide once given both options.  We performed x-rays and a complete exam and billed accordingly.  Unfortunately just because the patient does not agree with the recommended treatment does not mean we should refund those services provided.  The billable amounts include the doctor's time and experience in his field.        
Regarding the [redacted] line of credit.  Our understanding is that she wished to open the line of credit to pay for her services.  Once open, the third party lender will then print a card that can be used for future services.  If [redacted] did not want the card or open account she has our apologies for the misunderstanding.  If she has already closed the account her credit should not be negatively reflected in any way.
Should you have any additional questions please feel free to contact me at [redacted]@americandentalsolutions.net  or at[redacted]-[redacted]-[redacted]X[redacted].
Sincerely,
Danielle S[redacted]

Review: American Dental Solutions, located in [redacted], [redacted] County, Pennsylvania filed a collection against me which I just learned was placed on my credit report. [redacted] & [redacted], ACCOUNT # [redacted]. Amount, $ 67.00. Service date, (01/2011) I disputed the amount through Experian. They reported that American Dental affirmed the amount. This action dropped my credit score 100 points. I have never been a patient of American Dental. How can they affirm that amount when I never stepped one foot inside there dental office?Desired Settlement: I demand that American Dental direct [redacted] & [redacted] to remove this from my credit reports immediately. If not I will file a civil action for damages and attorney fees.

Business

Response:

Our records indicate that the service on 1/11/11 were for her son [redacted] for x-rays and a cleaning. The insurance did not cover all of these services and therefore she was billed the balance. Three bills were sent to the address she gave us when she completed her paperwork for him, which is [redacted]., with no response. Therefore, the matter was turned over to collections.

Although [redacted] is not a patient at our office it appears her husband and her children are all patients. [redacted] is listed as the responsible billable party. The bill is legitimate and does stand.

Please call me with any questions at [redacted].

Thank you

Consumer

Response:

I [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]

Review: [redacted]

I am rejecting this response because:

they mistakenly bill my insurance 2 times for my son, [redacted] jr. My husband [redacted] sr., also had his teeth cleaned and e-rayed. I called and have the [redacted] office the current information. O had called and found out there mistake. The office girl told she would take care of it. I never heard a word about in until he appeared on my credit report. There are always changing office staff n dentists. Please correct your mistake.

Regards,

Business

Response:

We spoke with [redacted] Sr, about this bill on 8/12/13. He did explain the first time he received the bill he thought it was an error and called our office. We explained the bill was not an error. His son's cleaning was denied by his insurance for a frequency limitation which then made us bill him the balance. He said he did not believe his son went anywhere else to have a cleaning before us. We explained that he would have to contact his insurance and ask them for that information (if he does not recall) and if in fact he did have a cleaning anywhere else before visiting our office. Due to HIPPA laws the insurance company will not release that information to us. We explained we must assume the information the insurance company is giving us is accurate but encouraged him to contact them directly to verify himself and call us back if they say there is an error. He agreed to pay this bill if we could get this item removed from his credit report. Our billing dept explained if he pays the bill we will then ask the collection agency to remove it from his credit report. We are currently awaiting his payment. We believe this matter to be resolved.

Thank You

General Manager

Consumer

Response:

[Bill will be paid September 1, 2013.fault letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: On January 17, 2003, I had a tooth repaired at this location. The tooth only last four days and it broke. My Insurance Company; [redacted] Issued Check #[redacted], $106.00. They are now sending me a bill, $37.60.Shortly after the tooth broke I called and voiced my displeasure. The last time I had my teeth clean the dental hygenist insulted me during the cleaning. She told me my teeth were so bad that they should only be seen during "Halloween". She than laughed. The hygenist is from Vietnam. I found that the staff during my visits were always trying to runup my bill. I always needed something. I called and spoke with the receptionist shortly after my tooth broke. I cancelled my next appointment and told her that I would be going to a new dentist.She apoligized for the remarks that were made about my teeth. I do nor feel anymore money is owed to this business. I felt that someone from American Dental should have calle me. The phone never rang.Desired Settlement: The Balance, $37.50 should be balanced out to ZERO.

Business

Response:

We received the complaint and have discussed with our staff. Although their are seeral reasons why a restoration may not hold we feel that pressing this $37.50 bill is not prudent. Our goal is to satisfy every patient and meet their expectations. Since we did not meet his we have agreed to write off the $37.50 balance. His account now reflects $0.

Should you have any additional questions please contact me at [redacted].

Thank You

American Dental Solutions

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: The office offered to perform for no charge to us since they stated is was covered 100% by our insurance. They told us they had checked and verified this before performing the service. After the service was done the insurance did not pay it because it was not covered. After phoning American Dental, they told me they had verified the coverage. However, when I phoned they insurance company, they had not received a call from American Dental and never told them it was covered.

We were lied to, given a product that was told to be cost free to us, and then billed for it.

Upon alerting American Dental's managemet about the situation, they replied that it's my responsiblility to verify all payments and I had to pay the bill in full. They then threatened to damage my credit if I did not pay. They then, did file a collection on this.

.Desired Settlement: 1. Adjust the account to show a $0.00 balance

2. Remove the collection company action.

3. Remove the credit report action.

Business

Response:

After researching the allegations we are responding with the following.[redacted] was seen in our office in March 2011. At his hygiene visit we suggested sealants as a preventative measure to seal out the chance for decay. This is a common preventative service offered and performed on many children. As with any patient we verify their insurance benefits as a courtesy and report estimated costs/copays for recommended procedures. We did verify coverage though and automated fax at the time of service (standard procedure for this insurance) and it stated sealants were a covered benefit under their preventative section at 100%. The service was performed (with parental consent) and the charge was billed on their account the day the services were rendered. No patient portion was collected at that time due to the estimated benefit information of 100% coverage that was received from their insurance carrier. The insurance claim was submitted and received back ; and it was denied stating that he did not meet the age requirements for sealant coverage. On the electronic verification document is stated sealants were covered up through the age of 14 year old. [redacted] was 14 at the time the services were rendered. We contacted the insurance and verified what the electronic information provided and were told that perhaps the plan changed since then but the coverage was now listed as sealants allowed up until the age of 14, meaning at age 14 there was no coverage. Although we advocated regarding the information received the insurance rep told us the patient would need to appeal it. It is my understanding the parents did, not only with the insurance but also with the employer of the plan, and were unsuccessful.All patients complete our initial paperwork. In that paperwork we inform them that we verify insurance benefits as a courtesy however final balances are subject to final approval from the insurance company and they are ultimately liable for any bills incurred for services they had provided at our office.It is unfortunate the insurance did not cover this expense. However, regardless of what their individual plan covers, we provided a service to the patient and they are acknowledging those services were performed. Further they are not disputing the quality of those services, only the fact that we are billing them once their insurance did not cover them. We try our very best to educate patients on their insurance plan. We too, acted in good faith and performed services based on the information the insurance provided at the time. However, there are occasions that the final claim determination is not the same as quoted/estimated. That is why they are referred to as estimates. However, that does not mean we should not be paid for our services. We provided a service and believe we have the right to be paid for that service. I sympathize that the parents are now left with a balance for the procedure that they were not expecting; however, it does not relieve them from paying for the service that we provided. Many patients does not understand that insurance plans are meant to assist with coverage and not necessary pay all of their expenses. As to [redacted] calling their insurance and was told we never called to verify coverage; this is true. We prefer to use computer online verification processes rather than calling and waiting on hold for an insurance rep to answer the phone. In fact, for most insurances it is their preferred method of verification. So I can understand how the question asked as to whether we called would have been answered with a no. Finally, we did not threaten to adversely affect this family's credit. It is however, our normal billing policy to send 3 bills (30 days apart) advising them of a balance due. On the 3rd bill their is wording which states if they do not pay they can be turned over to collections. We followed our normal billing practice for this patient and they were eventually turned over to collections. Total services were eight sealants at $26 = $208, with collection fee balance due is now $263.87. Should you have any additional question please feel free to contact me directly to further discuss. We are hoping our information will help close this matter.Thank You Danielle S[redacted]

Review: First I should of done this last year, the first incident was due to the Manager at the [redacted] location screaming at me in the front office in front of customers and my kids in regards to payment. He was physically threatening to me and my children. I decided after speaking with the [redacted] office that I would just not file the complaint and work with the office. But to please keep him ([redacted]) away from me.

the office has decided that I can no longer set an appointment after 5 because of missed appointments with less than 24 hour notice, funny thing I can re-call a time we never got a call from them when they had to cancel all appointments and I showed up and no DR or office workers around.

there is nothing in writing stating I can't come in after 5, they made what they call a management deicision. I have a 11 year old with braces I am a single mother who can only get there after 5. the office staff is rude unproffessional and discriminating against me due to missed appointments. the service has been horrible, and I consistently leave there with an issue from the office staff. I'm tired of it I have paid that office 8000.00 and have a balance of 127.00 this is ridiculous. Can you helpDesired Settlement: I want to finish my service with them with the ability to schedule my appointments like the rest of the offices patients.

Business

Response:

We are in receipt of the letter from [redacted]. It is true, we have asked [redacted] to schedule her appointment prior to 5pm. This is due to the fact that she has missed several appointments with our office and our after 5pm appointments are in too high of a demand to have them vacant when [redacted] cannot make it on short notice. Our office policy (in which she signed) states if you miss any appointment without proper 24 hour notice you may be charged $29.

[redacted] has informed us that she is a single mom with a constantly changing personal schedule and therefore admittedly need to cancel often. We have tried to be flexible and work with her on many occasions. However, our records indicate her number of cancellations has gone beyond what our flexibility can tolerate. Our records indicate her family has missed (or canceled without proper 24 hour notice) 14 appointments in which we did not charge her the missed appointment fee. She missed 8 additional appointments in which she was charged the $29 fee missed appointment fee and paid, thereby acknowledging the policy. That is 22 appointments in total since her family has begun treatment with our office.

It is true that [redacted] has entrusted both of her daughter's orthodontic cases with our practice which we understand is a significant amount of money. However, we have many others patient's who do the same and are able to make their appointments, at a time they originally scheduled; or cancel with the proper 24 hour notice, allowing us to fill that time with another patient. Our intent, when implementing this policy, was not meant to inflame [redacted] nor to make her feel like her family is not valued. It was implemented to allow our office to the opportunity to see other patient's, who are consistent in keeping their appointments, during these high demand evening hours.

My office staff has alerted me to [redacted]'s unfavorable response to this request and I have also receive a call from her regarding this issue. I explained that we feel we have done our best to work with her but the number of occurrences has far exceeded any reasonable efforts on our end. I did however, offer as the general manager, one final opportunity to see her family after 5pm and set up an appointment for her at 5:30pm on Thursday June 20, 2013. However, I clearly advised her if she misses one more appointment at any time and does not give proper 24 hour notice for canceling, she will be charged a missed appointment fee and will no longer be allowed to book after 5pm. She was not satisfied with that response but agreed to schedule the appointment. If [redacted] is able to keep future appointments for [redacted] we should be able to finish her treatment in approximately 6 months.

We hope this letters adequately explains or position and demonstrates our willingness to work with our patients. Should you have any additional questions, please contact me at [redacted].

Thank You

General Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Not once did I ever get an apology for the mistreatment of me and my children and it's not just [redacted] who is a patient there, there is 3 of us. [redacted] who is in charge of the [redacted] office has never once apologized for his mis treatment of me a year ago, the current receptionist is rude and it's not a comfortable feeling going in there with my children.

I really doubt that the other parents and patients have made all there appountments. The statement " However, we have many other patients's who do the same and are able to make their appointments" this statement is so un true. So what she is saying is I'm the only person who has cancelled and charged a late fee and the only person who misses an appointment. Hmmm it sounds like i'm being singled out or discriminated against. I don't care if they don't like me or my attitude. but I have paid way too much money and want my children and myself taken care of and treated with respect. If I go in there on my next appointment and feel at all uncomfortable it won't make me happy nor my children.

I must say the Doctor's and nurses are all very nice. the office staff is very un-proffessional and they sure can't hide the fact when they don't care for someone. I'm a Director of Human Resources. May I suggest some customer service classes.

I will be there at my next scheduled appointment. I have requested a statement of all monies paid and I haven't received it yet.

Regards,

Business

Response:

I am not sure what else there is to say regarding [redacted]. I am sorry that she is unhappy; however, we are in no way discriminating against her or her family. Yes, we have had other patient's who needed to cancel their appointments, but fortunately it has never been over 20 times in the same family. I believe that is excessive by anyone's standards. [redacted] has been granted her original request of allowing her family to schedule appointments after 5. As long as she shows for her appointments (or cancels within the 24 hour office policy) she will be allowed to continue to do so until her daughter's active treatment is completed. [redacted] is no longer working in this location so I cannot accommodate her request for an apology.

It is our hope that she can make all of their future appointments (or cancel with 24 hours notice) for the next six months so there is no need to revert back to imposing a "before 5pm" timeframe . The orthodontist has explained if he sees her regularly during this time he believe he can complete [redacted]'s treatment within those 6 months. We understand that our relationship with [redacted] has become strained and are hopeful that we both can move forward in a professional manner. We absolutely have every intention of treating her with the utmost respect and would ask her to do the same.

The accounting statement she has requested has been requested through our billing department and should be mailed out this week. Should you have any additional questions please do not hesitate to contact me directly.

Thank You

Review: I went to American Dental solutions in [redacted] on [redacted] at the shoppes of [redacted] because of a tooth that was bothering me. I was told that I needed a root canal and that had to be done by an oral surgeon, Dr. [redacted] on Oregon Pike, Lancaster, pa. The appointment was made for me and I was told that there would be a prep fee of $400.00 and that had to be paid up front. I paid the money and went to the oral surgeon, where I was charged another$400.00 for his part. This was unexpected. The surgeon aid his part and I was told to go back to the dentist and have him fill the cap that I had on there from the begining. American Dental said that they did not want to fill the cap, the way that the surgeon said to do. They told me that I needed a new cap and they recommended that treatment and I told them that I did not have the money for this and I was told that they spoke to the insurance company and the insurance would pay for it.I asked them three times to be sure and got the same answer. The next thing was that the insurance company said was that there is a five year rule on caps and that I was three months shy of the five years. I spoke with [redacted] and found that not all of the information was given to them, and that they would not pay for it, because of the five year rule, if American Dental would have done as they told me that they did there would be no problem. This is something that is their fault and I told them the surgeon said to just" fill it" Dr. [redacted] said the cap was fine and I could have had it filled, if and when there would have been a problem, I could have had it replaced in 3 months. I was told what to do, and followed procedure from both Dr. [redacted] and American Dental "solutions, but was betrayed. I do believe Dental solutions saw a insurance participant, and overlooked the 5 year rule and I am the one paying the price, if you check my credit, I pay my bills,have excellent credit, but refuse to pay this due to someone else's neglect and disregard for Dr. [redacted]'s orders.

Kindest regards,Desired Settlement: {Please see attachment.}

Business

Response:

We have reviewed this patient's complaint and have determined she did have a 5 year waiting rule for this service and that is why the claim was rejected by her insurance. As any legal representation will attest, it is always the patient's responsibility to know their own insurance rules and regulations. In all the initial paperwork the patient signed it stipulates we will bill their insurance as a courtesy but ultimately they are responsible to know their insurance benefits and pay any amounts their insurance does not cover. We deal with hundreds of insurance plans every day and try our very best to help patient's understand their own plans. However, it is unrealistic to expect our practice to know all aspects of every exception for every patient's plan and be financially liable if they do not pay a claim. The patient must take an active role in knowing their own benefits. We try to explain to patients that insurance is meant to assist patients with their healthcare costs, not necessarily pay for it in full. As a dental provider, we provided a service and should be expected to be paid for that service. [redacted] is assuming because her insurance did not cover the service, and we did not know that provision on her policy, that this is grounds for not having to be responsible for her bill. We disagree with her interpretation on this issue. the following is a paragraph taken directly from initial paperwork she signed on 1/28/13 acknowledging understanding our policy and her financial obligations. It reads as follows:

We will gladly process your insurance claim. In order to do so we request authorization to release any information including diagnosis any/all records for you or your child, to third party payers and/or other health care practitioners. We also request authorization for insurance carriers to pay directly to our dental group. The estimated amount not covered by your insurance is due at time of treatment and may be paid by any one of the options listed below. Our estimates are subject to final approval by your insurance company; therefore, the amount due to our office is subject to change. We strongly suggest you verify your individual insurance coverage as well to insure the utmost accuracy. It is ultimately your responsibility to know your individual insurance coverage.