Borello Orthodontics Reviews (%countItem)
Borello Orthodontics Rating
Address: 6288 Ronald Reagan DR, Lake St. Louis, Missouri, United States, 63367
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My daughter had braces through Borello orthodontics. She has dental coverage with my husbands employer as well as mine. We worked out the payment plan to pay for her orthodontics and she was paid off in Mar 2019. Her braces were removed in August of 2019. In Jan of 2020, orthofi (the company that we financed through) called to say that her braces were not paid off and that I owed 288.00. I informed them at this time that her braces were indeed paid for, I did not owe any money and that they had in fact been paid if full for almost a year. The orthofi representative told me that they collect still for 2-3 years after treatment is complete. She asked me to make a payment by phone. I told her that I did not feel like I owed any money but that I would look into my records and contact both insurance companies. She set up a payment plan and attempted to auto debit our checking account without my consent or knowledge. I saw that the auto debit was denied when I got an email from orthofi asking me to update my information. I did not agree to pay this bill. I do not feel like I owe it. I did not agree to set up a payment plan. I did not agree to have money auto debited from our checking account.
I would like to address that this amount was an insurance underpayment. Borello Orthodontics accepts coordination of benefit be paid to the practice as a courtesy to the patient but are responsible for the full contracted amount. Insurance companies are typically 60-90 days past due on payments, so it takes quite a few months before we get the information from them that there is an under payment. In this instance the patient had insurance that was terminated during the duration of treatment so they did not pay their full estimated amount that was on the contract, for this reason, in our service contract, we have a section that states this: "RESPONSIBLE FOR INSURANCE COVERAGE You agree that you are responsible for the total cost of treatment. Your payment obligations are based on a good faith estimate of the insurance payment we expect to receive. If your insurance pays more or less than the estimated benefits, your payment schedule will be adjusted and we will notify you of the insurance payment and the new agreed payment schedule. The new payment schedule you agree to pay will be calculated as follows: If the insurance payment received is less than the estimate, the shortfall amount will be added to the end of your current payment schedule for payment in monthly increments each of which is no greater than your current monthly payment in your then current payment schedule, including any applicable interest. If you never had a payment schedule or your payment schedule has been completed, you will be responsible to pay the shortfall amount within thirty (30) days of the notice, unless you arrange a mutually agreeable payment plan with us. If the insurance payment is more than our estimate, the excess amount will be credited to the last several monthly payments in your current payment schedule, or if you have completed all your payments, we will refund the excess to you."
We additionally have a section that the patients initial that states:
"You are responsible for any changes to your insurance coverage: I understand orthodontic treatment is not always covered by insurance and that I am ultimately responsible for payment if for any reason my insurance company(ies) fails to pay the estimated benefits. I also understand that insurance for orthodontic treatment is paid over the length of the treatment time and if I change or lose my insurance coverage during that time I will be responsible for any unpaid balance."
The patient signed this contract, and initialed the above with these clauses on it, which states if there is an under payment they are responsible for it and we have specific automatic payment arrangement stated in it for this reason.
The patient did not reach out to our office directly to ask why this amount was owed. We pride ourselves on open communication with our contract, payments, treatment and patient care. We would h ave been (and still are) happy to explain, and come to a reasonable arrangement for payments or assist in getting proper documentation to the patient and the insurance company that explains this under payment.
We urge our patients to reach out to us so that we can all come to an arrangement for this situation, but we did follow our processes for this situation that is clearly stated in our contract.