Chantry Dental Care

The patient made an appointment on ZocDoc with Dr[redacted] for February 6thUnfortunately Dr [redacted] was mot scheduled to work on that dayThe staff called and informed the patient the day before the appointment that he was scheduled to see Dr [redacted] but she wouldn't be in the office that day and would he be okay seeing Dr [redacted] The patient said that would be fineThe staff did an insurance benefits check for the patient prior to his appointment and obtained this benefit informationUpon arriving to his appointment on February 6th the patient was reminded that he would be seeing Dr [redacted] .The patient was seen for an exam because he had a tooth that was sensitive and causing him discomfortDr [redacted] recommended a crown be done but that the tooth mught need a possible root canal, and we wouldn't know for sure until Dr [redacted] was working on the toothThe patient was presented with an estimate treatment plan by the staff and was informed that it just an estimateDr [redacted] offered to do the treatment later that day to accommodate the patient and get him out of painThe patient signed the treatment plan, and endontic consent formUpon finishing the treatment the patient paid his estimated portionHe then, following his appointment, left a review stating that his visit at [redacted] Dental Care was Excellent, and was very informative, and went over everything.The patient then called because he had received an explanation of benefits from his insurance company stating that he owed $1,The patient had already made a payment on the date of service of $leaving the patient with a balance of $The staff informed the patient that we had not received anything yet and that once we receive payment from insurance we would give him a call to go over his balanceOnce [redacted] Dental Care received payment from patients insurance we called the patient and went over why he has a balanceOnce [redacted] Dental Care received payment from the patients insurance we called the patient and went over why he has a balance and why the estimate was offThe patient then stated okay he understood and asked if we would just send him a bill

I am rejecting this response because: Yes the dental office and I agree about the events that took placeWe agree that they informed me that my dentist would be changedBut they did not inform me that the accepted insurance would changeHow was I to know that a different dentist meant that a different insurance would be required? It is reasonable to believe that the insurance would be the same because both dentists are practicing at the same officeAs a patient, the dental office needs to give me all of the necessary information to allow me to pay for their services, and I should not be expected to know how their particular office operates without being told

I am rejecting this response because: The statement noting I was advised three times that Dr*** was out of my network simply isn't true. Had I been given this information I would have waited to see Dr*** or went to see someone else that accepts my plan since this was not an emergency. My comments about Dr*** being "very detailed and went over everything" were in regards to the dental process and nothing about the cost or insuranceDr*** himself only went over the details of the procedure with meMy compliments are to Dr*** for his excellent dental work and not to the office staff due to their negligence

Thank you for speaking with me yesterday. As per your request, I am providing you with information you have requested. Please note that Mr. [redacted]'s signatures are on each consent form including the proposed treatment plan which clearly states that, "insurance coverage is only an estimate and that guarantor is responsible for all treatment not covered by insurance." It was explained to him that we could not guarantee what his insurance company would do for him even though as he states, "that our estimates or typically very accurate", which is true 95% of the time. Clearly he understood that what we were providing was an estimate.Also included for our review is a copy of a survey Mr. [redacted] took a couple of weeks after his appointment. Notice that he specifically states that I was very detailed and went over everything with him. Quite a different story with the submitted complaint where he calls me negligent as well as my staff in providing him appropriate information. My office staff has informed me that he was told on 3 different occasions that I was out of his network; first when he called and made the appointment, second when he arrived at his appointment, and lastly when he was presented with the proposed treatment plan showing the estimate for the services. I am truly sorry that his insurance carrier did not perform as he would have hoped nor to our anticipated expectation, however he was given appropriate information to make an informed decision and did receive quality care in a timely manner of which he was totally satisfied with.In an effort to satisfy this patient however we are reaching out to him in an attempt to exceed his expectations. Thank you for informing us about Mr. [redacted]'s concerns and working with him,

Consumer states that the business has reached out to him directly and  have decided to waive the balance completely. Consumer now considers the matter resolved.

The patient made an appointment on ZocDoc with Dr.[redacted] for February 6th. Unfortunately Dr. [redacted] was mot scheduled to work on that day. The staff called and informed the patient the day before the appointment that he was scheduled to see Dr. [redacted] but she wouldn't be in the...

office that day and would he be okay seeing Dr. [redacted]. The patient said that would be fine. The staff did an insurance benefits check for the patient prior to his appointment and obtained this benefit information. Upon arriving to his appointment on February 6th the patient was reminded that he would be seeing Dr. [redacted].The patient was seen for an exam because he had a tooth that was sensitive and causing him discomfort. Dr. [redacted] recommended a crown be done but that the tooth mught need a possible root canal, and we wouldn't know for sure until Dr. [redacted] was working on the tooth. The patient was presented with an estimate treatment plan by the staff and was informed that it just an estimate. Dr. [redacted] offered to do the treatment later that day to accommodate the patient and get him out of pain. The patient signed the treatment plan, and endontic consent form. Upon finishing the treatment the patient paid his estimated portion. He then, following his appointment, left a review stating that his visit at [redacted] Dental Care was Excellent, and was very informative, and went over everything.The patient then called because he had received an explanation of benefits from his insurance company stating that he owed $1,281.50. The patient had already made a payment on the date of service of $776.20 leaving the patient with a balance of $505.30. The staff informed the patient that we had not received anything yet and that once we receive payment from insurance we would give him a call to go over his balance. Once [redacted] Dental Care received payment from patients insurance we called the patient and went over why he has a balance. Once [redacted] Dental Care received payment from the patients insurance we called the patient and went over why he has a balance and why the estimate was off. The patient then stated okay he understood and asked if we would just send him a bill.

Review: I went to [redacted] Dental Care to see Dr. [redacted] on February 6, 2015 for a dental consultation. When I arrived at the office, I was informed that Dr. [redacted] could not make the appointment that I had scheduled, but that Dr. Jeffery [redacted] was able to see me at that time slot. I had agreed to see Dr. [redacted] on the expectation that he was a Delta Dental PPO in-network provider like Dr. [redacted], and I was not informed at this time by any of the staff that he was only an in-network provider with Delta Dental Premier. After the consultation, we agreed that the next step was to clean the decay from the tooth in question and, if necessary, perform a root canal on this tooth. The office provided an estimate for these services based on my Delta Dental PPO insurance and informed me their estimates are typically very accurate. The office provided an estimate for these services based on my Delta Dental PPO insurance. However, I received a statement in the mail on March 2, 2015 from Delta Dental claiming that I owed about $1,281.50. I paid $776.20 of that at the time the office staff presented me with the estimate. Concerned with the drastic difference from the estimate that I received, I called the dental office and asked why they claimed that I owed so much. They responded that number was not official, as the office hadnt heard back from Delta Dental about my insurance. We agreed to wait until they heard back from Delta Dental before submitting any form of billing or payment. I later received a call from the dental office saying that they had heard back from Delta Dental and the reason that the estimate was so far off was because Dr. [redacted] doesnt take Delta Dental PPO, and only takes Delta Dental Premier. I was never given this information during any of my visits to [redacted] Dental Care. If I had been informed that Dr. [redacted] did not take my insurance, I would not have agreed to see Dr. [redacted] and would have rescheduled an appoint to see Dr. [redacted], who does take Delta Dental PPO.Desired Settlement: I am submitting a claim to have the remaining $578.30 of the amount due removed, due to the negligence of Dr. [redacted] and his office staff in providing me with accurate and relevant information pertinent to my ability to pay for this procedure.

Business

Response:

The patient made an appointment on ZocDoc with Dr.[redacted] for February 6th