Art & Dentistry

Review: I have a family federal dental insurance. Art & Dentistry is a provider of this dental plan and they have to accept the dental insurance covered expenses.For several months I have seen discrepancies between their billing fees to my dental insurance and my copayments. They have overcharged me and my family the allowable copayment set by my dental insurance.When I requested my itemized bill by phone they sent me one by email which dark background and illegible to read and lately we have not receive any last billing statements on the mail.On 08/01/13 I called the office the assistants manager heard my voice and hangs the phone for this writer. I called back to announce I will terminate my service with them and I need my dental X-rays records. The receptionist told me I have to pay a balance $ 222.00 plus $ 29.00 for each familys member in order to get my records. I noticed that on 08/01/13 after I told them I terminated my services with them. My dental insurance receives another Art & Dentistry bill to get more money even though my dental insurance paid all their expenses.On 08/02/13 I saw my assigned dentist on the hall so I request to speak with him hoping he can help me to get copies of my dental X-ray this day. The assistants manager responded we have to wait several hours until the dentist is done with all his patients. The assistants manager threatens me to call 911 when for a second time I requested my X-ray records. He demanded me to pay $ 29.00 for each family member for copies of our records and X-rays to be sent by mail with no specific date when we will receive it. They denied me copies of my X-ray and films needed to address my urgent toothache even though all the X-rays were paid plus I paid $ 113.40 on 08/02/13 which include the balance $222.00 reduce to $26.40 after I complained to my dental insurance of the overcharges.The assistants manager argued and alleged to this writer that my daughter owes $50.00 for failed appointment dated 05/30/13 which my daughter never makes this appointment. I told them I am contesting this charge. They threaten me to hold my dental records if I do not pay the alleged $50.00. The reception desk's phone is handling by several people and they do not keep a good record of callsOn 08/06/13 this writer called twice to the practice manager to speak with her to resolve this matter but she declined to respond to my calls.Desired Settlement: 1- I need them to make copies and release my X-ray and intra-oral periapical and bitewings films for all my 4 family members. I signed and paid for release of records on 08/02/13. It needs to arrive no later than 08/08/13 so my new dentist can use them.2-I need a refund for the copayment overcharges done by this writer. 3- They are violating the Health Insurance Portability and accountability Act "Patient unable to access their health information"

Business

Response:

August 21, 2013

Dear **. [redacted],

This letter is in response to your letter to me dated Monday August 12, 2013, regarding complaint #[redacted].

This family has been coming to my practice for quite a few years as you will see from their ledgers, which are attached. Never have I charged her dental benefits company for any work that was not rendered. All fees submitted to he carrier are office fees as is required by Dental Insurance company. The ledgers will prove that the fees that the patient was charged were the fees that are allowable per the plan.

When [redacted] called to contest her balance, my Practice Administrator told her that she would review all of the Explanation of Benefits for all of the family and return the call as soon as she had an answer for her. This is when [redacted] became abusive and said she would not pay a penny to my office for services rendered, and the she would not pay for any missed appointments by any family member and promptly hung up on my staff.

As for the missed appointment fees attached to [redacted], she was aware of our financial policy regarding failed appointments and has signed said policy which is attached. She is a 21 year old adult who made the appointment. We do not automatically schedule appointments for any of our patients. This is not the first time she has failed an appointment. See her ledger for 3 failed appointments. Her mother [redacted] spoke directly to me regarding the first missed appointment and asked me to forgo the charge. I agreed with the understanding that she not miss any other appointments.

As for her records, you will see it is part of my office policy as well. When she called and demanded we release her record she was advised by my patient coordinator that we have a records release form she would need to sign and that there is a charge for the copies, paper etc. and she would need to have the form and paper to us before the records would be released. A day later she arrived in my office during a busy afternoon. Again she was told they would be released when she signed the release and paid the fee.

She did eventually sign and pay for the records. All records are sent to the patient, not another practice. Records were emailed to her directly within 5 business days as she was told. NO records are ever held because of a balance.

If I can be of further assistance, please feel free to contact me.

Sincerely,

[redacted], D.D.S.

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:

Regards,

September 2, 2013

Dear [redacted]

In response to the letter dated 08/21/13 by Art & Dentistry. It is lamentable that **. [redacted] is the author of this letter. First **. [redacted] does not handle the dental finances. For the contrary her business Manager [redacted] and her assisstance [redacted] are the ones involved in charging the patients mainly. **. [redacted] has been extremely sick and extended leave and she left the dental business to **. [redacted] and other Associates. Unfortunately since her absence her business administration poorly handle the dental finances to this writer and my family.

The true is that this dental office submitted their dental fees to the [redacted] but they did not submit the fees paid by the patient which suppose to accompany their claim to my insurance. They overcharge me for example in 04/19/13 I paid by credit card $ 568.10 as they demanded for me to pay if not they will not sent to do my crown. Per my [redacted] dental insurance my patient's financial responsibility payable to the dentist is $ 507.50 ( 568.10 which I paid minus $ 507.10= $60.60 overcharged me) see enclosed

This writer has never became abusive or denied to pay any legitimate balance for dental services rendered. For the contrary when I announced I will not longer use their services and I will need my dental records from all my family and my dental films. The person who answered the phone hangs the phone to this writer. I tried to call several times to speak with the business manager [redacted] but declined to respond to my calls. **. [redacted]'s practice administrator never offered to review all the explanations of benefits for all my family. For the contrary in my effort to clarify the alleged balance $ 222.00 plus $29.00 for each family dental X-rays and dental records.

On August 2, 2013 I showed up with my spouse to the Art & Dentistry's office and the administrator's assistance [redacted]. He demanded that we have to pay the alleged fees before we can release the dental films and records . When my husband request copy of our dental bill. [redacted] proceed to give us copies of the bill since 2007. This is a way to overwhelmed the patient in order to not be able to see the correct charges done for 2013. Even though I paid the alleged balance and $ 87.00 for the dental records [redacted] denied us our dental films and records copies. He said will sent it in the mail. **. [redacted] and **. [redacted] passed by us and they saw us but they did not intervene to resolve this matter in a courteous manner. They ignored us as a patients.

On August 8, 2013 I called my [redacted] dental agent [redacted] to intervene and called The Art & Dentistry to submit my dental films. She spoke with [redacted] and they told her that the records were giving to me in 08/02/13 which it was a lie I told my agent. **. [redacted] called again for a second time and told them the records should arrive no later than 08/08/13. The Art & Dentistry sent the dental records by attachment in my e-mail.The films did not have names or date. Until this day I have not receive any films and records on the mail.

The alleged missed appointment charges on 05/30/13 of $50.00 dollars for my daughter is a mistake of the office . My daughter [redacted] testifies she did not make any dental appointment for 05/30/13. They pressure her to do one but she declined and told them she will consult with the dental insurance and her mother. She kept her prophylaxis appointment on May 29, 2013 ( see enclosed) It is customary of the Art & Dentistry to sent email message to remind patient of her appointment. The only appointment was on 05/29/2013. Not 05/30/13. It can not be two consecutive appointments after a prophylaxis on 05/29/13. Please see enclosed. The Art & Dentistry even sent my daughter a Thank you email message with a survey in May 31, 2013 (see enclosed)

To this end of my complaint: [redacted] with this explanations and enclosed documents the Art & Dentistry should correct their files my daughter did not failed to keep her appointment and does not owed any balance of $ 50.00. For the contrary she kept her prophylaxis appointment in May 29, 2013.

I would like to thank you in advance to resolve this matter. My dental insurance is following these allegations from Art & Dentistry. I am glad I not longer receive service from Art & Dentistry I will not recommend to anybody this dental office. If I can be of any assistance please contact me.

Business

Response:

September 5, 2013

Dear **. [redacted],

This letter is in response to the letter I received today, complaint # [redacted].

Firstly, I would assume that my patient would know my name. Secondly, I have been in touch with [redacted] and spoke to senior representative [redacted]- case # [redacted]. The claim that [redacted]. [redacted] claims to have been filed incorrectly, in fact was sent and completed in correct fashion. Thirdly, the complaint from this patient is for her ADULT daughter.

I would like to address the charge that my original response was not written by me.

I have never nor would I ever allow one of my staff members to address any such charge on my behalf, I have had to reduce the hours I work, but am in the office daily, and I am the only one in charge of all business transactions that occur in my office. My associates do not handle any business but I do treat patients of the practice. I am NOT extremely ill. I was treated for Thyroid Cancer and a head injury earlier this year, which is why I have shortened my hours each day in the office. In fact, when [redacted],[redacted] came to my office on 8/02/1913 she saw me and said Hello but she did not initiate a conversation with me regarding any complaints, nor did she speak to **. [redacted] who was with me, when she said Hello.

My Practice Administrator [redacted], and concierge [redacted], do not charge fees; they post treatment and collect fees for treatment rendered, The doctor is the only one who has any say in treatment and the cost of that treatment.

[redacted]. [redacted] was sent copies of all records for her family on Friday August 2, 2013 when she came into the office and signed the release of records. They were given records back to when they first started to come to this practice. By Law, we have 21 days to get copies of records to any patient requesting them, after they have signed a release, and paid for the copying, printing, postage and labor.

This patient came into our office demanding her records and stating she would not pay the fee. She was there for over an hour before she finally agreed and signed and paid for the release of said records. The Records were emailed to her emailed on 8/5/13. All radiographs and records have the date and name on them as they are printed from our software and is automatic.

The appointment for the daughter in question is an adult. She made this appointment for several restorations before she ' left the office on 5/29/13 for the following day. My office staff does not make appointments of any kind, without the patient’s approval of date and time. She was told she would not receive a call, email or text to confirm this appointment since it was scheduled for the next day. I have attached the treatment case that the patient signed while in the office on May 29, 2013. This is standard for our office. Every patient is made aware of what the estimated out of pocket expense will be prior to scheduling of any appointment.

As stated in my original letter, she missed several appointments. Her mother asked me personally to reverse the charges for past missed appointments. I agreed on the basis she did not miss any additional appointments.

The complaint as I understand it is about the missed appointment charge of $50.00. I fully support this charge as the patient DID make the appointment and DID fail to keep the requested appointment.

Sincerely,

[redacted], D.D.S.

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:

Regards,

In summary as September 22, 2013 I will not longer continue with my

complain # [redacted] with the Revdex.com because it is not in my best

interest. This matter will be handle by [redacted] dental insurance, Maryland

attorney General and the Maryland Board of dental Examiners.