Chester County Dental Arts

Good afternoon [redacted] ,Thank you for your time earlier this afternoonAs per our conversation, we have issued a refund to [redacted] in the amount of $per her original requestI have attached a copy of the check for your review.Thank you,Christina K [redacted] Practice Manager

Good afternoon [redacted],Thank you for your time earlier this afternoon. As per our conversation, we have issued a refund to [redacted] in the amount of $25.00 per her original request. I have attached a copy of the check for your review.Thank you,Christina K[redacted]Practice Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  Dr. S[redacted] states in his response 
" ... she waiting to pay her $25 record fee until January 19th."  The first time I went into the office to pick up my records, the front desk clerk told me that she was going to immediately e-mail the records to me and to the dentist with whom I had an appointment in two weeks.  At no time during this visit did the clerk request any payment for a record transfer.  After not receiving the records within two days after this visit, I called the Dr. S[redacted]'s office stating I still had not received the e-mail with the records, nor had my dentist received them  The clerk told me she had e-mailed the records, but would e-mail them again.  Once again, no mention of any payment due.  Dr. [redacted], my current dentist, also called numerous times over a 2 day period to report the records had not been received.  Finally, after 2 days Dr. [redacted]'s office, not myself, was called by Christina from Dr. S[redacted]'s office and stated to them that there would be a $25 fee.  I then called Christina and told her I had an appointment the next day and needed the records sent immediately and would send a check for $25.  I was told I had to pay by credit card immediately or the records would not be sent.  I paid the $25 by credit card and Christina told she would e-mail the records immediately.  Once again, neither myself or Dr. S[redacted]'s office received the records.  After another phone call, I finally received a limited amount of records.  I called again and was told by Christina that the records file was "too big to send in an e-mail."  When Dr. [redacted] FINALLY received a complete set of records, none of my records were dated and sent in a format which could be viewed.  In addition, the records were not received by January 19th, as Dr. S[redacted] states in his response.  Further, Dr. S[redacted] states " ... we out of good faith did not charge [redacted] a $180 unpaid balance."  I was told at my initial visit with Dr. S[redacted] that all services he was to perform that day were covered in full by my insurance company.  At no time was I ever informed of anything to the contrary.  The bill Dr. S[redacted] submitted with his response includes charges for follow-up appointments that never occurred.  I only had one visit with his office.  Charges for visits that never occurred would be fraudulent charges.  
Regards,
[redacted]

Hello [redacted]I am responding to complaint #[redacted]. [redacted], gave my office a written request for a records transfer on January 12,2017. She waited to pay her $25.00 records transfer fee until January 19,2017. She promptly received her records on January 19,2017.Our actions...

are well within the Pennsylvania Dental Practice Act section 33.209.C: a dental practice has 30 days to duplicate dental records and to charge a processing fee.We had until February 12, 2018 to process her claim. We process her claim in under 5 business days.We refute anything to the contrary and we out of good faith did not charge [redacted] a $180 unpaid balance,We look forward to working with you to solve this matter in a mutually agreeable manner. Our position is we went well beyond normal business practices to satisfy [redacted] by only charging her our standard $25 processing fee when in reality she should of paid $205.00. Please see attached invoices.Thank you for your attention to this matter,RegardDr. Mark S[redacted]