Azarko Dental Group

Good morning ***, Thank you for your letter of concernUnfortunately we tried several times to reach you via phone and mail to clear your NSF cheque and the small balances on yours and ***'s account , however we never received any communication backDue to lack of response we were
forced to send your accounts to our collections agency in The balances on yours and ***'s accounts occurred in which you agreed and accepted all the treatment at the timeAt no point until now have you expressed any concern regarding the treatment we provided for either yourself or ***Our last financial agreement was based on the email you sent us, indicating and confirming that *** *** *** had paid you directly for the services we provided on December, You requested that the payback be in the form of two postdated chequesWe accepted this arrangement as you indicated that during the time you were experiencing financial restraints *** ** *** ** *** ***Your first cheque cleared however the second was returned to us NSFPlease contact our collections agency to arrange for payment and we will agree to have ***'s name removed from all credit debtorsKind Regards, Laureen C*** Clinical Manager/RDA DrTanya M*** BSc, DDS Azarko Dental Group Southbrook James Mowatt Trail Edmonton AbT6W 780-988-

Initial Business Response /* (1000, 5, 2015/05/21) */
Dear *** ***
We are saddened to receive this letter from the Revdex.comWe have spent a great deal of time trying to reach you in the attempts to resolve the situation prior to the final notice call you received on July 30, At that time we
informed you if your account was left unpaid it was to be sent to collectionsUnfortunately it wasn't until the collection call that you finally chose to return our calls
Initially you and your daughter presented to our office Nov 30, ***At this time there was money owing on your daughters account from previous treatmentIt was set up that her father's insurance was primary and your insurance was secondaryIt was at this appointment you informed our staff that your insurance only had changedAt no time did you indicate that your husbands had changed as wellWe acknowledge that we made the insurance change for you from *** to *** *** *** but didn't make the change in your daughter file as wellHowever we continued to struggle to obtain payment from your husbands insurance first and therefore couldn't submit to the secondary (yours) to find out that we had made a mistake
In Feb we again attempted to resubmit to your husband's plan first allowing ample time for payment to be madeUnfortunately we didn't receive a reply and therefore started to contact you for resolution with the Nov claim as well as the remaining balance from May
In April we attempted to contact you and left a message hoping to clear your family account and to resolve why insurance was not responding to our claims
In July 29, you presented to our office to report that you were not willing to clear your account
July 30, our office manager called you to explain again that we hadn't received payment for treatment with your daughterWe advised you to come into the office and review the family ledgers however this account was needing to be cleared by July 31,
Aug 7, you called again with the same questions regarding your daughters account and again refusing to pay itOnce again it was explained to you that it would be best for you to come in and we could review your family ledger and the insurance claims not received
Aug 8, you presented to the office where one of our staff members spent minutes with you reviewing your family accountAt this time we collected the outstanding family balanceDue to the fact that the account was well over months old it was explained to you that it was now your responsibility to submit the Nov 30, claim directly for coordination of benefits to your insurance companiesThe payment was to be made directly to you and your husbandIs was at this time you found our error that we didn't change your daughters secondary insurance informationOur error wasn't found because we had never collected from the primary (husbands) and therefore didn't have the opportunity to submit to the secondaryIf our phone calls regarding the primary would have been returned initially the mistake would have been found and corrected
At this point we sent you home with all the paperwork and the responsibility to submit to the insurance companiesThe time frame for resubmission left a month window for you to collect paymentFrom our understanding you didn't submit any of the paperwork we provided until after the time frame of one year had lapsed
We offer direct billing in our office as a courtesy to our patientsAzarko Dental Group reserves the right to request payment in full for services from you, should your insurance plan not pay within daysIt is important to know that you are ultimately responsible for all charges incurred at our officeWe take great pride in offering our patients amazing customer service, but require cooperation from our patients to do soWe acknowledge our error but without your cooperation, in returning our follow up calls, we were unable to resolve the situation earlier
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My daughter and I were customers when Azarko opened the branch on Jameson roadIn my first visit in your clinic, I was told by the officer "I will send the claim forms to the insurance company directlyYou don't need to worry about thatI will send you the bill if there is balance left." For the past few years, I have followed this ruleWe had good relationship with dentist and the officersThere wasn't any trouble until I changed my home address, phone noand insurance company on November 30,
***
First, I didn't receive any call from collection
Second, On November 30, 2013, the officer told her father's (***) insurance company didn't pay for the claimMy insurance company *** paid parts of claim on August 16, She will resend the claim together with November's claim to the insurance companiesShe will send me the bill if there was any balanceI didn't receive any bills from your office
Third, I can't remember I received any phone calls from your office before July 29, If you do, please show me the evidence
Fourth, I asked you to send the details to my home address or my email when I received your phone call that threat to send me to the collection companyYou explained nothing via phone except yelling and insisted I must go to the office to pay the billYou would find out the SIMPLE ERROR if you paid attention to your work instead of only thinking of collecting money
Fifth, you sent a claim form (May 2013) to both father's and mother's insurance companyYou only send the claim form (November 2013) to father's insurance company*** It doesn't make any senseI was told both insurance company declined my daughter's claim (November 2013)Until today, I realized that you even didn't send out the claim to my insurance companyWhich one is the truth? This is what you said "We take great pride in offering our patient amazing customer service"?
***