Auburn Family Dental

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey sent me an outline of all charges that the insurance did not cover and I put a check in the mail that was as much as I can afford right now and will be sending more payments as soon as I can. Sincerely, *** ***

Revdex.com Resolutions Consultant
We initially saw the patient on 12/18/for an Emergency Exam. Pt was experiencing a toothache, Dr did an emergency ex, we took an x-ray of the tooth that was causing the patient pain and did palliative treatment to make patient comfortable. Pt was aware of
all the procedures and cost completed on that day. Pt was referred to Endo specialist at that time and was seen by the specialist same day 12/18/for limited exam and evaluation. Pt paid $at time of service, Ins was billed $and only paid us $24. Ins paid specialist office for exam, therefore our exam was not covered due to frequency limitation of 1x in month period
Patient then scheduled her 2nd apt for a New Patient Exam workup on 2/10/2015. The total cost was $416, pt paid $at time of service, Ins paid leaving patient with $balance for that visit. Pt was made aware of cost before scheduling appt
On 2/10/pt scheduled her 3rd apt, a reserved hour apt with the doctor for fillings for 2/12/2015. Pt was given a treatment estimate at that time for the fillings. Total cost was $with insurance estimate of $789.40, and pt an estimate of $with her paying payments of $180, which in most cases we do not even do payment plans. In due diligence patient made her first payment of $that day on 2/12/BUT has not paid anything since that time. Insurance unfortunately did not pay all that was pre-estimated. Of the $the insurance only paid $which left the patient an remaining balance of $
On 2/12/patient scheduled her 4th apt, a reserved hour apt with the doctor for 3/30/for more treatment, at that time the insurance payments were still outstanding so we were unaware of the difference in our pre-estimate. Pt did not show up for the reserved hr restorative apt with the doctor and according to our office policy (please see the attached office policy that the patient signed) it is clear that a no show fee would be assessed
This has since been reversed when patient said she was dealing with personal things and had left a message to cancel apt (which we have no record of a voice mail)
With the $outstanding from 1st apt on 12/18/
$outstanding from 2nd apt on 2/10/
$outstanding from 3rd apt 2/12/
Reversed finance charges of $
Patient now has an outstanding balance of $that is over days delinquent
I explained this to the patient when she questioned the charges. I also told her we would reverse the no show fee of $200. I have sent her a ledger of all her treatment and payments. I also included the treatment plan that she had signed for the treatment done on 2/12/15, which she can see the charges are the same
We do call on all patients insurance and get a benefit plan breakdown before they come in for their first visit. All the insurance plan coverages are different, we do explain to all our patients that we can only pre-estimate their insurance coverage. Patients all sign the treatment plan for the next treatment to be done which states fees and insurance coverages are estimates only and that the patient is responsible for non-payment of insurance benefits. (Please see attached signed treatment plan)
We are very upset with the claim of fraudulent charges, we have very good record keeping for all our patients. We are happy to talk with a patient to explain any concerns that they may have, unfortunately this patient has not given us a chance to have a phone conversation with her. We are a very compassionate office and have been more than willing to work with this patient from the beginning. She communicates only by email or not at all, as you can see by the many emails we have received regarding appts and multiple changes. As with most dental offices telephone is our main communication tool. It has been hard to communicate with this pt
Thank you
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