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Art of the Smiles

1706 S 320th St Ste E, Federal Way, Washington, United States, 98003-5424

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Hello,

This was not my first visit to Art of the smiles. In the past I was taken care of by using medicaid. but I've began taking my son to art of the smiles and using delta dental as primary. After taking him in for a routine cleaning. I received a bill that was 373.50. And I only knew of these charges when logging into my delta dental account and contacting the office myself and why was this the first time I've been informed of a balance from services provided in back february. The statement Ive received were services that were not given to my son like Behavior Mgm, and after speaking to my insurance they contacted the office which they made some changes. but when I asked them why wasn't medicaid used as a secondary, and they decided to inform me that the dentist decided to no longer take medicaid insurance. But was not informed before services were provided. Before giving my son a cavity fill I asked the dentist herself if my insurance covered the service and was told "yes" so I decided to proceed with the fill. For the services that were charged my sons tooth that was meant to be filled was not properly filled and when reporting it. they said I would have to pay again.

Art of the Smiles Response • Aug 18, 2020

Hi ***: I feel sorry that the billing went wrong on your boy's account. There are 5 points I'd like to make to explain the situation:

1. We have stopped taking medicaid in Jan 2019. We have sent out letters letting our patients on medicaid know about this change. Your boy did not come into our office at all in 2019. In Feb. 2020 when you came into our office you were treated as any other insurance patients since your boy has Delta Dental insurance then.

2. Behavior management is a dental code we bill when we work with small children. Some insurances pay for the code and some don't. Your insurance didn't pay for the code. When you called and questioned about it we wrote off all charges on behavior management.

3. We check all our patient's insurance before patients come into our office. We don't get to talk to a life person. We sometimes get a fax back sometimes pull insurance information online. Not until recently we found out if we pull insurance information on Firefox we only get partial information, if we pull information on Chrome we get more information from Delta Dental. On the day your boy came in, we pull his information on Firefox and we estimated his treatment according to the information we have on hand. We didn't know at the time your insurance will downgrade tooth colored filling to silver mercury filling and only pay for silver mercury filling. On top of that, insurance decided it is patient's responsibility to pay for the difference. That is where the extra charges are coming from. We have called on patient's behalf try to argue with insurance company but insurance would not pay more.

4. When you called the office and told us one of your boy's filling needs repair, my front desk told you it will be done free of charge. There must be some misunderstanding.

5. We have made multiple calls and spent hours on the phone try to get the state to take our office off their provider list. We also filled up pages of forms to get off that list but so far there is no result.

I have talked to your boy's dad on the phone and explained our situation, he is very understanding of the situation. He told us he also has dental insurance coverage that covers your boy. We are trying to get his insurance information. We will bill dad's insurance as well. We are hoping with the second insurance, more payment will cover what the first insurance did not pay.

Customer Response • Aug 19, 2020

To whom it may concern, This in regards of complaint #***. After speaking to the dentist. There was just a misunderstanding. Requesting to have this complaint withdrawn. Thank you

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Address: 1706 S 320th St Ste E, Federal Way, Washington, United States, 98003-5424

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