BRYAN S WALL DDS PA

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and I would like to close my case Regards, [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 dispute.
Please enter your reason(s) for rejecting the  I feel the information [redacted] is presenting is one sided. I spoke with Bonnie and she told me appointment are made six months in advance and if I want to come at a certain time I should have kept my appointment from six months ago and that is why I was unhappy. My  negative experience with billing,getting a predetermination and speaking with the front office staff is the sole reason I decided to leave the practice.  The email I received  with my ex rays was the first email I received frm this office.  I hold true that I feel Dr  [redacted] have unfair billing practices and is scamming his patients with no show fees. I am sure most patients like myself are unaware they are even being charged.  I do not  agree with [redacted] ' s response  but I would like to close my case. 
Regards,
[redacted]

As with most dental offices, a majority of our patients choose to schedule their next dental cleaning appointment at the time they are being seen.   First available in the morning and last appointment of the day are preferred appointments for many patient's that work or have children in school and therefore those times fill up the quickest.  When [redacted] called to reschedule her and her son's appointments, we did not have any availability for two appointments together until 11/2/2015 for the times she was needing.   She scheduled and then called back and stated she was switching dentist because we couldn't get them in sooner.  There has never been an issue that has been brought to our attention by Ms[redacted] prior to her deciding to leave our practice of her own accord and receiving her dental copies. As stated in our first response, our office policies are presented to each patient and signed for at their initial visit.  In addition, all patient's are promptly notified if any changes are made to our policies. We are very sorry we were unable to accommodate Ms[redacted]'s scheduling needs within the time frame she needed and that she feels we have unfair billing practices.  Since Ms[redacted] is not satisfied with multiple issues in being a patient at our practice, we feel another dentist may be better suited to meet her dental needs and we have urged her to place herself under another dentist’s care
without delay so she and her son can continue a sound program of dental care.  Thank you, [redacted] Office Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and I would like to close my case.
Regards,
[redacted]

To Whom It May Concern: Ms. [redacted] began coming to our practice with her son, Jordan in March of 2014. Ms. [redacted] usu**ly scheduled her and her son's cleaning appointments together. Ms. [redacted] had appointments on numerous occasions 10/15/2014, 10/22/2014, 11/11/2014 that she c**led and had to...

move her appointments. One or more of these appointments she c**led with less than 24 hours notice to move her appointments dates. As an unwritten courtesy, we did not charge her as a courtesy as it was the first time this had happened. Ms. [redacted] and her son were scheduled 12/8/2014 and were seen and Ms. [redacted] scheduled her and her son's next cleaning appointment dates for 6/15/2015.  Our software sends out email, text and phone c**l reminders 30 days, 7 days and 3 day and same day of prior to a scheduled appointment time. At the 7 day and 3 day prior reminder they are given the opportunity to confirm their appointment electronic**ly. If an appointment is not confirmed for the next business day, we manu**ly c**l the patient to confirm. Ms. [redacted] states she c**led after business hours on Friday 06/12/2015 to cancel her Monday, 6/15/2015 appointments. When we arrived in the office Monday 06/15/2015 we had a voice message that she needed to cancel her 2 appointments. Her account was charged for two no show/less than 24 hours fees of $35 per patient as we had two hours reserved for her and her son.  A signed copy of patient's signed Consent for Financi** Agreement is attached which states our cancellation policy. In addition, an e blast (see attached) went out to **l patient's including Ms. [redacted] on 09/24/2014 to remind patient's of our cancellation policy detailing that c**ls after hours on the weekends are not considered 24 hours notice. Our cancellation policy is stated in our New Patient paperwork, on our website, framed and hanging on the w**l in our office as well as patient's are reminded of this policy in periodic e blast notices. Ms.  [redacted] c**led in and spoke with [redacted] on 10/15/2015 and her conversation was noted: - Thu - Oct 15, 2015 - [redacted] c**led to reschedule appts.  She wanted 4pm or after for both she and her son - I let her know that our latest appt. is around 4 pm.  I was able to fit them both in (so they wouldn't have to come in separately) on 11/2/15 at 3:30 pm.  I let her know that another appointment at 4 pm wouldn't be available until the new year or later.  She wasn't happy with that.  She c**led back after scheduling the appts & cancelled.  She said she would be going to a different dentist...........[redacted]. Bonnie informed me that patient and her son were leaving practice, therefore on 10/22/2015 I went thru the process of inactivating her account and noticed she had a credit b**ance due her.  Dr. [redacted] issued her a refund check and we emailed patient her dent** x-rays and mailed her a copy of dent** ledger and her refund check.  When patient received her refund check she c**led our office to discuss her no show fees. I explained to her why she was charged. Shortly after,  the same day, we received an email from Ms. [redacted] (see copy of email below **ong with our response to her).  Ms. [redacted]' complaint is unjustified as we have many different resources set up within our software that audit a patient's file and detail **l dates when changes were made to anything done in our system. We are very sorry Ms. [redacted] feels our policies are unfair however, she was thusly informed as indicated in the attached files. Thank you, [redacted]Office ManagerBryan W**l <bryanw**[email protected]> Oct 27 at 5:28 PMTosparkle [redacted]Dear [redacted], I want to address each of your concerns individu**ly below:1) If a patient has a b**ance due on their account, statements automatic**ly generate a notice on the bottom of the statement itself of 30, 60 or 90 days past date that is based on the date services were rendered. Our system does not generate statement for accounts with credit b**ances only b**ances due. When we quote treatment or an amount due at the time of service it is an estimate only based on a benefit percentage quoted by your insurance and as stated in your insurance policy; **l claims are subject to review by your insurance company once the claim is received. We file insurance as a courtesy to our patients so they can utilize their benefits however the **l charges are the patient's financi** responsibility as stated in our Consent for Financi** Agreement (see attached). Patients will sometimes have a credit b**ance if insurance paid differently than we expected. **l accounts are ev**uated once a year for credit b**ances for any patient refunds due them. 2)Our cancellation policy is listed on our Consent for Financi** Agreement as well. If a patient no shows or gives us less than 24 business hours notice to cancel an appointment, as an unwritten courtesy we do not charge the first time this happens as we understand unforeseen things and emergencies happen, however thereafter it is our policy to charge this fee as this does not give us the sufficient amount of time to fill the time we had designated for your appointment. If a patient c**ls after hours over the weekend this is not considered 24 hours notice if their appointment is on a Monday.I have discussed your concerns with Dr. W**l, however our office policies are written and acknowledged with a patient's signature in our new patient paperwork to inform patients of our cancellation policy ahead of time to avoid these charges. We have attached a copy of your signed Consent for Financi** Agreement and an insurance fact sheet. We are very sorry you feel this is unfair, however our business operation policies are in place to be considerate of the time involved for **l parties. [redacted]Office Manager Dr. Bryan W**l DDS5300 N. Tarrant PkwyFort Worth, TX 76244817-750-0966 Phone817-750-0968 FaxFrom: sparkle [redacted] <[email protected]>To: Bryan W**l <bryanw**[email protected]> Sent: Tuesday, October 27, 2015 3:33 PMSubject: Re:billing and policy concerns Kathy,  after speaking  with you and reviewing  my billing statement  I have two concerns.  1) I had a credit  b**ance  on my account  after I received a bill stating  that my account  was over thirty  days past due. I paid that bill and this caused a credit b**ance . I paid my bill accordingly  and never did I receive a c**l or statement advising of the credit. I was never promptly refunded the credit. ,Nor was I refunded the refund until I advise  that I would be going to another practice.2) I was charged $35 ($70 tot**) for two no show appointments. I clearly  c**led the office and left a message. I was unaware that it had to be 24 hours down to the last minute.   You even said that If I c**led  on a Friday and leave a message the system  will mark me as a no show on Monday. In addition,  I never received  any notice or warning  the first time I was claimed to be a no show. I never received  an updated statement in June  showing I was charged two no show fee's of $35. During the time I was a patient with Dr. W**l  I was employed  with the Dept of defense and sometimes will be c**led to travel for work on short notice and would need to reschedule appointment. I **so rec**led having a sick child and that can not **ways bet predicted.  I made every attempt on my end to give Dr. W**l proper  notice.  I feel the billing practices are unfair to Dr. W**l's patients and the communication is not clear. With that said I am requesting a refund on the  two $35 no show fees that I was charged. You will see in the notes  that I c**led to cancel the appointment. I hope you will discuss my concerns with Dr. W**l.If we can not resolve this matter I plan to contact  the Revdex.com and my insurance company to file a complaint. Thank you Sparkle [redacted] Sent from Yahoo Mail on AndroidFrom:"Bryan W**l" <bryanw**[email protected]>Date:Thu, Oct 22, 2015 at 3:52 PMSubject:Dent** xrays attachedPatient: [redacted]Pano dated 04/14/2014 attachedLast Bwgs were 04/14/2014, you are due more new xrays at your next dent** visit.Thank you,[redacted]Office ManagerDr. Bryan W**l DDS5300 N. Tarrant PkwyFort Worth, TX 76244817-750-0966 Phone817-750-0968 Fax