Bay Area Family Dental

We received your letter concerning a patient of ours by the name of [redacted] *** was scheduled in our office May 23, to have a crown prepared for tooth #The appointment went well and a cerec crown was placed on that dayOn August 29, Jason called and informed us that he thought he had broken the crown on #We immediately schedule him for an emergency exam on that dayAfter taking an image of that tooth and doing the examination it was evident that the tooth was worn down on the lingual surfaceDr [redacted] informed the patient that he would redo the crown however it is evident on all of [redacted] teeth that he has extreme clenching which is indicative from the wear on his teethTherefore, Dr [redacted] informed patient that wearing a mouth guard at night would be best for him and prevent further wear of teeth and crownsJason agreed to these recommendationsOn September 12, Jason was scheduled for the redo of the crown on #and impressions for a mouth guardThe cerec crown was seated and the mouth guard impressions were taken and sent to the labOn September 26, patient was called to schedule for the mouth guard insert as the lab had delivered it*** informed us that he was uncertain if he wanted the mouth guard anymore as his crown is fitting better nowIt was explained to him that the mouth guard would protect his teeth from breaking and causing and wear on his teethHe then said that he would call us backWe have not heard from patient except to receive this letterUpon receiving this letter we have reached out to patient to discuss this issue and resolve the matter however he has not returned our callsI am sending a copy Jason's notes dating back to May 23, to verify what notes were entered [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Line by line response to Dr [redacted] is as follows:1- I have responded backClearly the Dris ill-informedI spoke on the phone with his assistant first, and disputed the wrongful chargesI later was billed for them when I called and spoke to the lady at the desk and she told me she would be calling me back which did not happenI then responded back again by filing a complaint via Revdex.com which leads us to where we are today.2- What the Drsays on line two is correct however he omits key parts, like how he said he would repair the crown "free."3- Finances were discussed as the Drsaid it would be "free" chair-sideTherefore why would I continue to talk finances if I was already told what the finances would beI also was never informed of this policy he claims to have.4- I am told by a person that worked in the office at the time that changes were madeIn this persons words as a response to the Dr.'s last response here on line 4, "It wasn't done on paper, it was done through eaglesoft, so it's all electronic, and that's not trueChanges can be made very easily.." This response is from someone informed, that was there the day of, knows the situation and programs used first hand5- the financial arrangements were already discussed, when the Drsaid "free" chair-side.It is my hope that the Dr.'s office would follow up on their word and not charge me for something that they said they wouldn't charge me forI did receive a voicemail stating that there were billing errors, but I never received a new billIf this does not get resolved via Revdex.com, I will bring this concern to the Wisconsin Board of Dentistry to have them review the matter as wellI look forward to a bill showing I owe zero dollars as that is what it should be Regards, [redacted]

I was unaware that I had to log into Revdex.com to view my claim and my responsesUpon receiving this email I am now aware of their response but am not satisfied with their response or the outcomeIn Mary's response, she told part of the truth, but not all of the truthMy agreement was under the impression that it was all free, because that is what the Dr had saidIf he would have said some of it was free but not all, I would've asked for a more detailed explanationShe also didn't go into detail that there was added pressure from the first tooth being taller and not fitting correctly. I also would like to say how Revdex.com acting as middle representative between this dispute, so I am choosing now to speak through the Revdex.com and not directly to the dental office as they have shown to lie and change what was originally statedPlease note how in my initial complaint, I provided evidence on how my chart was changed by them and they avoided to comment on that aspect. Please keep this case (complaint id ***) open as this has yet to be resolvedI look forward to a response and this entire bill going away

We received your letter concerning a patient of ours by the name of [redacted]. [redacted] was scheduled in our office May 23, 2017 to have a crown prepared for tooth #30. The appointment went well and a cerec crown was placed on that day. On August 29, 2017 Jason called and informed us that he...

thought he had broken the crown on #30. We immediately schedule him for an emergency exam on that day. After taking an image of that tooth and doing the examination it was evident that the tooth was worn down on the lingual surface. Dr. [redacted] informed the patient that he would redo the crown however it is evident on all of [redacted] teeth that he has extreme clenching which is indicative from the wear on his teeth. Therefore, Dr. [redacted] informed patient that wearing a mouth guard at night would be best for him and prevent further wear of teeth and crowns. Jason agreed to these recommendations. On September 12, 2017 Jason was scheduled for the redo of the crown on #30 and impressions for a mouth guard. The cerec crown was seated and the mouth guard impressions were taken and sent to the lab. On September 26, 2017 patient was called to schedule for the mouth guard insert as the lab had delivered it. [redacted] informed us that he was uncertain if he wanted the mouth guard anymore as his crown is fitting better now. It was explained to him that the mouth guard would protect his teeth from breaking and causing and wear on his teeth. He then said that he would call us back. We have not heard from patient except to receive this letter. Upon receiving this letter we have reached out to patient to discuss this issue and resolve the matter however he has not returned our calls. I am sending a copy Jason's notes dating back to May 23, 2017 to verify what notes were entered. [redacted]

We have received the correspondence from said patient through Revdex.com. We have called said patient multiple times in order to discuss reduced financial responsibility through our office however, as he has not returned our calls we will be sending him a statement reflecting the reduced charges.Although we have much to dispute here, our approach is always to give patients the best quality of care. We believe we have done so in this situation and are disappointed that said patient has taken these measures to communicate concerning his complaints.With this letter I hope this matter is resolved.Thank you for your time,Bay Area Family Dental

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Line by line response to Dr. [redacted] is as follows:1- I have responded back. Clearly the Dr. is ill-informed. I spoke on the phone with his assistant first, and disputed the wrongful charges. I later was billed for them when I called and spoke to the lady at the desk and she told me she would be calling me back which did not happen. I then responded back again by filing a complaint via Revdex.com which leads us to where we are today.2- What the Dr. says on line two is correct however he omits key parts, like how he said he would repair the crown "free."3- Finances were discussed as the Dr. said it would be "free" chair-side. Therefore why would I continue to talk finances if I was already told what the finances would be. I also was never informed of this policy he claims to have.4- I am told by a person that worked in the office at the time that changes were made. In this persons words as a response to the Dr.'s last response here on line 4, "It wasn't done on paper, it was done through eaglesoft, so it's all electronic, and that's not true. Changes can be made very easily.." This response is from someone informed, that was there the day of, knows the situation and programs used first hand. 5- the financial arrangements were already discussed, when the Dr. said "free" chair-side.It is my hope that the Dr.'s office would follow up on their word and not charge me for something that they said they wouldn't charge me for. I did receive a voicemail stating that there were billing errors, but I never received a new bill. If this does not get resolved via Revdex.com, I will bring this concern to the Wisconsin Board of Dentistry to have them review the matter as well. I look forward to a bill showing I owe zero dollars as that is what it should be.
Regards,
[redacted]