Cherry Hill Dental Associates

Contact Name and Title: [redacted] Office Manager Contact Phone: [redacted] Contact Email: ***@cherryhilldentalonline.com Our office does accept [redacted] Dental, regardless of being out of networkWe also provide an estimate for each patient based on their specific coverageIn this case, an estimate was provided, discussed, and payment arrangements were made at the request of the patientThe treatment was also discussed in detail before it was completed I have met with the patient and his wife, on multiple occasions, in an effort to explain the treatment and costThese meetings with the patient's wife were lengthy, due to the language barrier, in an effort to explain treatment, and discuss accountsThe patient posting this complaint chose not to accompany his wife for these meetings We have called multiple times, not only to discuss any questions, but in responding to the patientDate and time stamped notes are kept in the account, to ensure patient care and service It is extremely unfair to post a complaint that implies poor customer service, when all efforts have been made Instead, due to the patient's self described "modest means of communication in English" - they are left still not understanding what we have discussed at great length, on multiple occasionsNot because the time, effort and discussions have not taken place, but due to a deficit in speaking and comprehending English In a kind gesture by the owners of the practice, and in an effort to provide excellent customer service, a credit in excess of $1,was givenThis was not due to an error on our part, but because the insurance paid so poorly towards some of the treatment that the patient was wanting to have completed Resolution: MULTIPLE HONEST DISCUSSIONS HAVE ALREADY TAKEN PLACETHERE HAVE BEEN NO TWISTS AND TURNS, AS STATED - IT HAS BEEN STRAIGHT FORWARD FROM DAY ONE, IF MISUNDERSTOOD DUE TO USING ENGLISHSERVICES AND EXPENSE HAVE BEEN PROVIDED IN LINE-BY-LINE FORMAT, BEFORE AND AFTER PATIENT CHOSE TO START TREATMENTTHERE IS NO REFUND, AND NO BALANCE DUE WITH OUR OFFICEI AM SORRY THAT YOU DID NOT CHOOSE TO COME IN WITH YOUR WIFE (CONSIDERING HER MODEST MEANS OF COMMUNICATION) FOR ALL MEETINGS

The reason you received a bill is because you have a $deductible and your insurance pays 80% on some forms of X-raysYou asked us to call your insurance company to check and see if you were eligible for any services that were done that day and we just did thatYour insurance company
communicated with us that you were due for everything you had doneWe are in Contract with your insurance company and are not allowed to do any adjustments after the factMy office manager has called you back to which you responded with threats of 'you'll be sorry'This is not appreciated. If you wish to discuss this further, you are welcome to contact me at the office

Hi ***, I just received your complaint from the Revdex.com. I wanted to personally reach out to you and make sure that you know you can come to our office at any point for a regular cleaning. I reviewed your xrays and agree that you do have gum disease. It is my
opinion that you should have the deep cleaning that we recommend but we are more than happy to provide a cleaning if that is what you want. At that appointment we could also take the upper and lower impressions for your whitening so you don't have to make a return trip to get the lower impression. The whitening is free with the new patient exam. If we had the idea that you didn't want to do the deep cleaning we would have offered to do the cleaning that day. Normally, patients who want to do the deep cleaning don't want to use their insurance benefits on a regular cleaning. If you would like, you can ask to be scheduled on a day when I am in the Columbia office. I also wanted to assure you that at this point you have never been charged for a cleaning because we didn't do that for you yet. Finally, I also wanted to make sure that you knew that according to our records you have a 1,a year plan that pays 80% of cleanings and xrays but it pays 70% of fillings and deep cleanings and 50% for crowns. I am looking forward to seeing you. Thanks, *** *** DDS

We have to bill out the crown when it is inserted because that is what her insurance dictates.  Some insurance companies will let us bill out on prep date but [redacted] will not allow this.  We didn't just forget to bill out the crown, we had to bill out the crown to insurance on the date it...

was cemented in her mouth.  If she calls her insurance they will verify that this is correct.  Most insurances will let us bill  out on the prep date but this particular one will not.

Contact Name and Title: [redacted] Office Manager
Contact Phone: [redacted]
Contact Email: [redacted]@cherryhilldentalonline.com
Our office does accept [redacted] Dental, regardless of being out of network. We also provide an estimate for each patient based on their specific coverage. In this case, an...

estimate was provided, discussed, and payment arrangements were made at the request of the patient. The treatment was also discussed in detail before it was completed.
I have met with the patient and his wife, on multiple occasions, in an effort to explain the treatment and cost. These meetings with the patient's wife were lengthy, due to the language barrier, in an effort to explain treatment, and discuss accounts. The patient posting this complaint chose not to accompany his wife for these meetings.
We have called multiple times, not only to discuss any questions, but in responding to the patient. Date and time stamped notes are kept in the account, to ensure patient care and service.
It is extremely unfair to post a complaint that implies poor customer service, when all efforts have been made.
Instead, due to the patient's self described "modest means of communication in English" - they are left still not understanding what we have discussed at great length, on multiple occasions. Not because the time, effort and discussions have not taken place, but due to a deficit in speaking and comprehending English.
In a kind gesture by the owners of the practice, and in an effort to provide excellent customer service, a credit in excess of $1,000 was given. This was not due to an error on our part, but because the insurance paid so poorly towards some of the treatment that the patient was wanting to have completed.
Resolution: MULTIPLE HONEST DISCUSSIONS HAVE ALREADY TAKEN PLACE. THERE HAVE BEEN NO TWISTS AND TURNS, AS STATED - IT HAS BEEN STRAIGHT FORWARD FROM DAY ONE, IF MISUNDERSTOOD DUE TO USING ENGLISH. SERVICES AND EXPENSE HAVE BEEN PROVIDED IN LINE-BY-LINE FORMAT, BEFORE AND AFTER PATIENT CHOSE TO START TREATMENT. THERE IS NO REFUND, AND NO BALANCE DUE WITH OUR OFFICE. I AM SORRY THAT YOU DID NOT CHOOSE TO COME IN WITH YOUR WIFE (CONSIDERING HER MODEST MEANS OF COMMUNICATION) FOR ALL MEETINGS.

Jan. 8, 2016
I am sorry to say that Cherry did not address the concerns raised in my compliant:
1-I did not say that Cherry does not accept [redacted] insurance. They did and charged them. That was when I myself realized that accepting an insurance is not like being in the network of this insurance. This difference between night and day should have tempted a professional to lay it out to a customer upfront. Cherry did not this and failed a customer.
2-I raised in my complained a post-charges concern, namely, that the treatment was not completed. I wanted to know from them if this would reflects on the total charges. Do they owe me any refund? Are they committed to send the customer with the unused material (dentures?) as long as he had already paid for them?
3- Cherry did not give me the impression that they had explained the matter enough and would not discussing it any longer. The last I heard from them when I went to their office two weeks ago was that they would be in touch with me. They did not. This the reason I asked them for a formal apology for this discourtesy.
I did not like the back and forth reference by Cherry to not accompanying my wife to sessions at Cherry. You have no business nosing in this. A customer with modest means of expressing herself in a foreign tongue is not up for grab. I made a commitment to you paying the cost your services. I honored it and this needs to be appreciated.
I am submitting to Cherry to answer these concerns in the order indicated.