Associated Dentists, LTD

I am rejecting this response because: First, the premise that I was intentionally not responding to AD is incorrectI paid the patient portion that I was AWARE that I was going to be billed at the time of the appointmentI was not aware I was suppose to be looking out for an additional bill from ADIf I had been, I would have been going through the mail regularly but as all of my current bills are electronic, this isn't something I do without regardAdditionally, I've had the same number for almost ten years and have had no problem receiving calls or voicemailMore importantly, in Kerri and I's conversation on March 8th, she said she was going to email the document for me to signSHE NEVER DIDHow would I have known the discount was contingent upon signing a document I never received? Plus Kerri was aware that I would be able to make the payment at the end of Feb but she never indicated that the deal had a time limit on itPerhaps, if she had sent the email with the document I would have been aware and called the week prior Everything prior to our phone call on 2/15/is irrelevant as Kerri and I made a verbal agreement to the 10% discount at that pointUnfortunately, it would appear that Kerri went above and beyond to keep me in the dark about the "terms" of our final agreement so that I would in fact default and be sent to collections on terms I was never given

[redacted] became a patient at Associated Dentists on 4/21/Treatment was planned, fees and insurance benefits were discussed [redacted] agreed to the amount and proceeded with treatment In between appointments at Associated Dentists [redacted] went to a specialist for a root canal and used her remaining insurance benefit [redacted] continued with her treatment at Associated Dentists, it wasn't until insurance claims were sent and denied that we found out she had maxed her insurance elsewhereWe notified [redacted] of her new balance of $After unpaid statements unsuccessful phone calls because her voicemail was not set up, letters and a personal email from myself asking if her phone # ###-###-#### was correct On 2/6/ [redacted] finally called me after getting a letter that she was in pre-collection statusWe discussed a financial arrangement and I sent her a copy to sign vial email that she would need to sign and return to me The agreed discounted amount $was to be paid in full by 2/28/or she would be sent to collection for the full amount of $I have documentation from 2/15/that states I did not receive the signed agreement from ***On 2/28/ [redacted] was sent to [redacted] Collection because of payment not received by final due date of 2/28/ Our office policy is after an patient is sent to [redacted] Collections, the patient is inactivated and any future correspondence needs to happen with [redacted] Associated Dentists no longer corresponds with the patient regarding their balance [redacted] was not treated any different than any other patient with a delinquent account [redacted] called our office on 3/8/to make a payment but, was referred to [redacted] Collection per our office policy.Please contact me if you need any further information.Thank you,Kerri [redacted] Operations ManagerAssociated Dentists###-###-####

*** *** became a patient at Associated Dentists on 4/21/Treatment was planned, fees and insurance benefits were discussed*** agreed to the amount and proceeded with treatment. In between appointments at Associated Dentists *** went to a specialist for a root canal and used
her remaining insurance benefit *** continued with her treatment at Associated Dentists, it wasn't until insurance claims were sent and denied that we found out she had maxed her insurance elsewhereWe notified *** of her new balance of $401.00. After unpaid statements unsuccessful phone calls because her voicemail was not set up, letters and a personal email from myself asking if her phone # ###-###-#### was correct. On 2/6/*** finally called me after getting a letter that she was in pre-collection statusWe discussed a financial arrangement and I sent her a copy to sign vial email that she would need to sign and return to me. The agreed discounted amount $was to be paid in full by 2/28/or she would be sent to collection for the full amount of $401. I have documentation from 2/15/that states I did not receive the signed agreement from ***On 2/28/2017 *** *** was sent to *** Collection because of payment not received by final due date of 2/28/2017. Our office policy is after an patient is sent to *** Collections, the patient is inactivated and any future correspondence needs to happen with ***Associated Dentists no longer corresponds with the patient regarding their balance. *** was not treated any different than any other patient with a delinquent account. *** called our office on 3/8/to make a payment but, was referred to *** Collection per our office policy.Please contact me if you need any further information.Thank you,Kerri ***Operations ManagerAssociated Dentists###-###-####

I am rejecting this response because:
First, the premise that I was intentionally not responding to AD is incorrectI paid the patient portion that I was AWARE that I was going to be billed at the time of the appointmentI was not aware I was suppose to be looking out for an additional bill from ADIf I had been, I would have been going through the mail regularly but as all of my current bills are electronic, this isn't something I do without regardAdditionally, I've had the same number for almost ten years and have had no problem receiving calls or voicemail. More importantly, in Kerri and I's conversation on March 8th, she said she was going to email the document for me to signSHE NEVER DIDHow would I have known the discount was contingent upon signing a document I never received? Plus Kerri was aware that I would be able to make the payment at the end of Feb but she never indicated that the deal had a time limit on itPerhaps, if she had sent the email with the document I would have been aware and called the week prior. Everything prior to our phone call on 2/15/is irrelevant as Kerri and I made a verbal agreement to the 10% discount at that pointUnfortunately, it would appear that Kerri went above and beyond to keep me in the dark about the "terms" of our final agreement so that I would in fact default and be sent to collections on terms I was never given

Initial Business Response /* (1000, 13, 2015/12/23) */
I have reviewed the complaint and find that the patient is mistaken about her x-raysThe x-rays received from her previous dental office dated 5/5/are bitewing x-rays used to detect decayThe panorex sent to us is dated 1/23/
At the patient's initial visit with us on 11/24/14, decay was found on all wisdom teeth and it was recommended that she have them removedThe patient was given a referral to an oral surgeonThe patient did not proceed with this treatmentWhen the patient returned for her next hygiene appointment months later,on 6/24/15, she stated she was ready to have her wisdom teeth out at this time and requested a different referral to a specific oral surgeon close to her homeWe gave her the referral and took a new panorex, since hers was no longer currentThe standard of care with oral surgeons is to have a panorex within one year of the procedure to remove the wisdom teethHer previous one was two and a half years oldPatients often delay treatment and it often ends up costing them more
Initial Consumer Rebuttal /* (2000, 15, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 13, 2015/12/23) */
I have reviewed the complaint and find that the patient is mistaken about her x-rays The x-rays received from her previous dental office dated 5/5/are bitewing x-rays used to detect decay The panorex sent to us is dated 1/23/At the
patient's initial visit with us on 11/24/14, decay was found on all wisdom teeth and it was recommended that she have them removedThe patient was given a referral to an oral surgeon The patient did not proceed with this treatmentWhen the patient returned for her next hygiene appointment months later,on 6/24/15, she stated she was ready to have her wisdom teeth out at this time and requested a different referral to a specific oral surgeon close to her homeWe gave her the referral and took a new panorex, since hers was no longer currentThe standard of care with oral surgeons is to have a panorex within one year of the procedure to remove the wisdom teeth Her previous one was two and a half years oldPatients often delay treatment and it often ends up costing them more
Initial Consumer Rebuttal /* (2000, 15, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/05/20) */
I can not respond to the patient's complaint to how the treatment of his son was presented to himI was not employed at the practice at that time nor do I have enough information about the staff member to ask them
As far as the
procedure not being covered by his insuranceThe patient had turned and the sealants were not covered by his insuranceThe insurance changed their policy shortly after that to include year old patientsWe made two attempts to appeal this case with his insuranceBoth times the appeals were deniedThe patient's father contacted our office towards the end of AprilI spoke to Dr*** about the caseWe offered to split the cost with the father and he refusedOn 4/27/the entire balance was written off of his account and there is not a remaining balance on the account
Initial Consumer Rebuttal /* (2000, 12, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the responseI liked everything about the service at this dentistI just thought it was shady to be told that something is 100% covered by your insurance and then being billed for 100% of the procedureIn the end Associated Dentist did the right thing and fixed their mistake

Initial Business Response /* (1000, 13, 2015/12/23) */
I have reviewed the complaint and find that the patient is mistaken about her x-rays. The x-rays received from her previous dental office dated 5/5/14 are bitewing x-rays used to detect decay. The panorex sent to us is dated 1/23/13. At the...

patient's initial visit with us on 11/24/14, decay was found on all wisdom teeth and it was recommended that she have them removed. The patient was given a referral to an oral surgeon. The patient did not proceed with this treatment. When the patient returned for her next hygiene appointment 6 months later,on 6/24/15, she stated she was ready to have her wisdom teeth out at this time and requested a different referral to a specific oral surgeon close to her home. We gave her the referral and took a new panorex, since hers was no longer current. The standard of care with oral surgeons is to have a panorex within one year of the procedure to remove the wisdom teeth. Her previous one was two and a half years old. Patients often delay treatment and it often ends up costing them more.
Initial Consumer Rebuttal /* (2000, 15, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

[redacted] became a patient at Associated Dentists on 4/21/2016. Treatment was planned, fees and insurance benefits were discussed. [redacted] agreed to the amount and proceeded with treatment.  In between appointments at Associated Dentists [redacted] went to a specialist for a root canal and used...

her remaining insurance benefit.  [redacted] continued with her treatment at Associated Dentists, it wasn't until insurance claims were sent and denied that we found out she had maxed her insurance elsewhere. We notified [redacted] of her new balance of $401.00. After 10 unpaid statements 6 unsuccessful phone calls because her voicemail was not set up, 2 letters and a personal email from myself asking if her phone # ###-###-#### was correct.  On 2/6/2017 [redacted] finally called me after getting a letter that she was in pre-collection status. We discussed a financial arrangement and I sent her a copy to sign vial email that she would need to sign and return to me.  The agreed discounted amount $361.42 was to be paid in full by 2/28/2017 or she would be sent to collection for the full amount of $401. I have documentation from 2/15/2017 that states I did not receive the signed agreement from [redacted]. On 2/28/2017 [redacted] was sent to [redacted] Collection because of payment not received by final due date of 2/28/2017.  Our office policy is after an patient is sent to [redacted] Collections, the patient is inactivated and any future correspondence needs to happen with [redacted]. Associated Dentists no longer corresponds with the patient regarding their balance.  [redacted] was not treated any different than any other patient with a delinquent account. [redacted] called our office on 3/8/2017 to make a payment but, was referred to [redacted] Collection per our office policy.Please contact me if you need any further information.Thank you,Kerri [redacted]Operations ManagerAssociated Dentists###-###-####

I am rejecting this response because:
First, the premise that I was intentionally not responding to AD is incorrect. I paid the patient portion that I was AWARE that I was going to be billed at the time of the appointment. I was not aware I was suppose to be looking out for an additional bill from AD. If I had been, I would have been going through the mail regularly but as all of my current bills are electronic, this isn't something I do without regard. Additionally, I've had the same number for almost ten years and have had no problem receiving calls or voicemail. More importantly, in Kerri and I's conversation on March 8th, she said she was going to email the document for me to sign. SHE NEVER DID. How would I have known the discount was contingent upon signing a document I never received? Plus Kerri was aware that I would be able to make the payment at the end of Feb but she never indicated that the deal had a time limit on it. Perhaps, if she had sent the email with the document I would have been aware and called the week prior.  Everything prior to our phone call on 2/15/2017 is irrelevant as Kerri and I made a verbal agreement to the 10% discount at that point. Unfortunately, it would appear that Kerri went above and beyond to keep me in the dark about the "terms" of our final agreement so that I would in fact default and be sent to collections on terms I was never given.