Arlington Dental Group

[redacted] , Arlington Dental Group cares about our patients and the service that we providein response to Ms***' complaint, she originally saw Dr [redacted] the orthodontist in June 2012, at that time she was given a treatment plan which included a procedure with an oral surgeonShe decided not to proceed at that timeMs [redacted] then returned to Dr [redacted] in April 2015, because of her hesitation with the treatment plan, Dr [redacted] advised against braces and encouraged Ms [redacted] to see her general dentist to discuss an alternate plan that did not include bracesMs [redacted] then returned to Dr [redacted] 3/01/16, at that time Dr [redacted] gave Ms [redacted] options to accomplish her goal, including the option not to do braces at allOn 4/11/Ms [redacted] decided to move forward with braces choosing the plan which included extractions and bracesShe signed a contract, paid her down payment and records where takenOn 5/03/Dr [redacted] and Ms [redacted] reviewed the records that were taken and re-reviewed her case and what it would entail, including extractions with an oral surgeonBoth Dr [redacted] and Ms [redacted] signed the treatment plan that they mutually agreed uponOn that same day Ms [redacted] had appliances placedShe was then given a referral to see the oral surgeon as Dr [redacted] had already discussed with herOn 5/12/Ms [redacted] saw Dr [redacted] an oral surgeon, he went over the risks of surgery with the patient and suggested that she have the surgery in a private office setting and if he was to do the surgery he wanted a CT scanDr [redacted] never indicated that the surgery could not be performedOn 5/17/Ms [redacted] went back to Dr [redacted] and decided that she did not want to proceed with orthodontic treatmentAt that time she was informed and signed to the fact that she would have financial responsibility associated with the cost of the records, tracing, models and bracketsPer her signed contract she is responsible for 30% of the contact fee if she decided to end the contract earlyIt was also indicated in the contact that the extractions were not part of the orthodontic contract fee as they are not completed by Dr***Over the past consultations Ms [redacted] has been told that her case is a more complicated oneAll surgeries have risks and each oral surgeon has their own clinical opinion as to what they feel is needed to properly complete the referred proceduresIn speaking to Ms [redacted] I referred her back to her signed contract as well as her early de-band consent as far as explaining where the services rendered fee came fromI let her know that as a courtesy we would be willing to waive $601.38, which would leave her with a $balance to payI also let her know that this amount could be split over paymentsMs [redacted] refused this and didn't feel she should pay any more that the original $down payment, I again referred her back to her contractAfter our conversation she called Smile Generation, who is no more than a finance company that Arlington Dental Group usesShe was not actually financing anything through themThey reached out to me and I made additional attempts to reach Ms [redacted] to discuss what she planned to doI called and left a message on her phone on 5/25/and on 6/02/After I did not hear back from Ms [redacted] her account was sent to a collection agency on 7/07/The collection agency was then taking the lead on this account and contacting Ms [redacted] via mailOn 8/23/Ms [redacted] came in to see her general dentist and at that time told the receptionist that she did not have time to speak to me about her orthodontic caseOn 9/08/the office received an email that Ms [redacted] wanted a call to speak about this case; I called and again left a message on her phone to give me a call backI have yet to hear back from Ms [redacted] to dateArlington Dental Group and Dr***) are willing to work with Ms [redacted] on this fee that she owes the office however due to expenses that have been incurred as a result of Ms [redacted] agreeing to and starting orthodontic treatment we cannot waive everything entirely, The offer to Ms [redacted] still stands in that we are willing to waive $of her fee and simply collect a total of $from Ms***, of which she has already paid $I have attached Ms [redacted] orthodontic chart, with notes as well as a copy of the contract and the de-band letter for your reviewThank you, [redacted] : Operations Manager

[redacted], Arlington Dental Group cares about our patients and the service that we provide. in response to Ms. [redacted]' complaint, she originally saw Dr. [redacted] the orthodontist in June 2012, at that time she was given a treatment plan which included a procedure with an oral surgeon. She...

decided not to proceed at that time. Ms. [redacted] then returned to Dr. [redacted] in April 2015, because of her hesitation with the treatment plan, Dr. [redacted] advised against braces and encouraged Ms. [redacted] to see her general dentist to discuss an alternate plan that did not include braces. Ms. [redacted] then returned to Dr. [redacted] 3/01/16, at that time Dr. [redacted] gave Ms. [redacted] 3 options to accomplish her goal, including the option not to do braces at all. On 4/11/16 Ms. [redacted] decided to move forward with braces choosing the plan which included extractions and braces. She signed a contract, paid her down payment and records where taken. On 5/03/16 Dr. [redacted] and Ms. [redacted] reviewed the records that were taken and re-reviewed her case and what it would entail, including extractions with an oral surgeon. Both Dr. [redacted] and Ms. [redacted] signed the treatment plan that they mutually agreed upon. On that same day Ms. [redacted] had appliances placed. She was then given a referral to see the oral surgeon as Dr. [redacted] had already discussed with her. On 5/12/16 Ms. [redacted] saw Dr. [redacted] an oral surgeon, he went over the risks of surgery with the patient and suggested that she have the surgery in a private office setting and if he was to do the surgery he wanted a CT scan. Dr. [redacted] never indicated that the surgery could not be performed. On 5/17/16 Ms. [redacted] went back to Dr. [redacted] and decided that she did not want to proceed with orthodontic treatment. At that time she was informed and signed to the fact that she would have financial responsibility associated with the cost of the records, tracing, models and brackets. Per her signed contract she is responsible for 30% of the contact fee if she decided to end the contract early. It was also indicated in the contact that the extractions were not part of the orthodontic contract fee as they are not completed by Dr. [redacted]. Over the past 3 consultations Ms. [redacted] has been told that her case is a more complicated one. All surgeries have risks and each oral surgeon has their own clinical opinion as to what they feel is needed to properly complete the referred procedures. In speaking to Ms. [redacted] I referred her back to her signed contract as well as her early de-band consent as far as explaining where the services rendered fee came from. I let her know that as a courtesy we would be willing to waive $601.38, which would leave her with a $400 balance to pay. I also let her know that this amount could be split over payments. Ms. [redacted] refused this and didn't feel she should pay any more that the original $350 down payment, I again referred her back to her contract. After our conversation she called Smile Generation, who is no more than a finance company that Arlington Dental Group uses. She was not actually financing anything through them. They reached out to me and I made 2 additional attempts to reach Ms. [redacted] to discuss what she planned to do. I called and left a message on her phone on 5/25/16 and on 6/02/16. After I did not hear back from Ms. [redacted] her account was sent to a collection agency on 7/07/16. The collection agency was then taking the lead on this account and contacting Ms. [redacted] via mail. On 8/23/16 Ms. [redacted] came in to see her general dentist and at that time told the receptionist that she did not have time to speak to me about her orthodontic case. On 9/08/16 the office received an email that Ms. [redacted] wanted a call to speak about this case; I called and again left a message on her phone to give me a call back. I have yet to hear back from Ms. [redacted] to date. Arlington Dental Group and Dr. [redacted]) are willing to work with Ms. [redacted] on this fee that she owes the office however due to expenses that have been incurred as a result of Ms. [redacted] agreeing to and starting orthodontic treatment we cannot waive everything entirely, The offer to Ms. [redacted] still stands in that we are willing to waive $601.38 of her fee and simply collect a total of $750 from Ms. [redacted], of which she has already paid $350. I have attached Ms. [redacted] orthodontic chart, with notes as well as a copy of the contract and the de-band letter for your review. Thank you, [redacted]: Operations Manager