Apple Dental Center

If the patient's crown comes out, they need to return to our office so the doctor can examine him and we can recement the crown back on or at least find out why the crown came off Temporaries WILL come off because they are NOT put on permanently...only temporarily..until permanent crown comes in If a crown came off, the patient needs to schedule an appointment to come back in

Mr [redacted] came in without an appointment and we only have one doctor here at this time and appointments are necessary We don't know what crown fell out or if we even did it Any treatment is to be determined by the doctor and when Mr [redacted] walked in, there was no appointment available that day The patient was not hurting or in pain We did schedule him an appointment and told him if one came in sooner we would call him He left and said thank you without complaining about the appointment As a matter of fact, an appointment came up this morning and we have actually already called him and scheduled him to come in today

Complaint: ***
I am rejecting this response because:
Regards,
*** ** ***The receptionist DID admit that the message was a mistake and was sent early At no point prior to my appointment did they inform me of the charges, I went through the process as I have done several times at this location and every other previous trip this type of service was covered completely by my insurance

Complaint: ***
I am rejecting this response because: I am requesting a refundThis needs to be issued to resolve my complaint
Regards,
*** ** ***

Complaint: ***
I am rejecting this response because:what they saying is not right, I have no appointment BUT told them it fail out you put it month ago, they know they did it as I stated that and told them the date they start , if they did not believe me they can chick there computer ,it will take a minute , any how they gave me appointment today, and they told me they did this in month ago , the three month was in the other side, I said I dont thinke so but even if you did it month ago it was not stiking good, the lady said there is no garantie then the doctor said no grantie but all what it will need is to put it back with some cement , it took him about a minute to put it and left the lady spend M to clean it, when went home did not eat or drink tell PM, then all what I have was a mango smoothy, and around P,M , found the tooth faling in my moth again , every buddy is closed now, and I am beyond disappointment
Regards,
*** ***

Our receptionist remembers this situation clearly and the conversation with this patient. Even if there was a computer glitch and patient received a text message, etc., patient scheduled his own appointment and it is up to him to check when he was here last and to know what his insurance covers. We are not going to adjust off this balance as we are not responsible for what patient's insurance cover or don't cover. It is patient's responsibility to know what his insurance covers

The patient emailed us and I responded immediately via email back.  In this complaint she has added additional information (I asked if there would be any changes in charges or co-pays, she said everything was fine)and this is false.  We did not and would not tell someone there is no copay...

or changes if we had not even verified their insurance yet.  It is the patient's responsibility to let us know when their insurance changes and to know if they have to go to an "in-network" provider and what their coverage is.  As a courtesy to our patient's, we try to help them with this information.    The patient never informed us that her insurance had changed until our receptionist asked her when she check in for her appointment.  By the time we finished getting the information from patient, she was called back for her treatment.  We have two people at the front desk checking in patients, checking out patients, answering phone calls, etc.  We did not get her insurance verified or know that her visit would not be covered until her treatment was almost completed.  We would not stop a patient in the end of treatment as we are here to work in the best interest of our patient's health.  We are a professional office and operate professionally.  The insurance part is something we do as a courtesy to our patient's.  Our patients are responsible for everything that has to do with their own insurance.  We will not be issuing a check back for the treatment that was rendered.  And, I already apologized for any misunderstanding.

Complaint: [redacted]
I am rejecting this response because:If the permanent came need to give a fast appointment as it is to fix there mistakes but when they do it in 1 mint in the morning and it come off in the evening this is really not a good thing, and still do not be nice about there mistake, it is not right to suffer 4 and five times wasting times in there office for fixing the falling temporarily and more times to fix the permanent after coming off in the same day they fix it, what about taking car about the suffering and my wasted time , I felt very bad from the way they treated me 
Regards,
[redacted]

If the patient's crown comes out, they need to return to our office so the doctor can examine him and we can recement the crown back on or at least find out why the crown came off.  Temporaries WILL come off because they are NOT put on permanently...only temporarily..until permanent crown comes in.  If a crown came off, the patient needs to schedule an appointment to come back in.

Mr. [redacted] came in without an appointment and we only have one doctor here at this time and appointments are necessary.  We don't know what crown fell out or if we even did it.  Any treatment is to be determined by the doctor and when Mr. [redacted] walked in, there was no appointment...

available that day.  The patient was not hurting or in pain.  We did schedule him an appointment and told him if one came in sooner we would call him.  He left and said thank you without complaining about the appointment.  As a matter of fact, an appointment came up this morning and we have actually already called him and scheduled him to come in today.

We at no time admitted that a mistake was made in sending out a text or email.  These texts or emails are not generated by what a patient's insurance covers.  It is up to our patient's to know what their insurance covers and when.  We do our best to make this process easier on them...

but we are not responsible for what their insurance pays or when they pay or if they pay.  We have all of our patient's sign a form upon check-in so there is no misunderstanding as to who is responsible as far as their insurance.  Thank you for the opportunity to respond.