CNS Dental

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I was constantly told by their front desk administrator that there would be no additional chargesEven after I received the bill from the company the front desk administrator continued to tell me that I did not owe them moneyThey sent me an involved through email that claimed one amount but in the actual bill they claimed anotherWhy is it ok for their office to lie to their patients about costs constantly and never respond to emails about bills? You as a business cannot tell a customer one thing and then change your response later after procedures were already performed Regards, [redacted]

The concerns expressed in the initial complaint from the patient of CNS Dental are not fully accurate and our goal is to provide clarity for the BBB. The patient had dental services provided on 6/16/2016 and 3/8/2017 that were believed to be covered through his [redacted] PPO plan. (please refer to... attached explanation of benefits (EOB) for these dates). After many months-dating from June 2016 to December 2016, we received a response from [redacted] dental that explained the patient’s employer/group were not going to cover the services. An Invoice was emailed (please refer to attached) 12/15/2016 to the patient stating that he had a balance of $150 per the EOB (Explanation of Benefits). The patient was emailed an invoice for the above balance and encouraged to contact the member services department of his insurance plan if he had additional insurance questions. Patient provided the office with an updated insurance plan that is through his spouse's employer and requested that we submit to them on his behalf. We followed through with the patient's request and awaited reimbursement from the insurance and attached narrative. The patient came in for an additional dental procedure on 3/8/2017. When asked, he stated that there hadn't been any changes with his dental plan and we should be expecting payment since we are an in-network provider of his dental plan. We resubmitted once again on 3/8/2017. Following the 3/8/2017 visit-we received another explanation from the insurance company that stated there wouldn't be any reimbursement to the practice and the patient's responsibility would be $161. The patient had a balance of $311 for the two above dates of service because the insurance was now an [redacted] DMO Plan that our office is not in-network with. Our Practice accepts [redacted] PPO only and we could no longer appeal the unpaid claims due to the insurance relationship. The EOB stated that for the 3/8/2017 visit, our Practice could charge the full standard fee and not the [redacted] contractual rate but we did not make that adjustment to the patient's account. Instead, we allowed his balance to reflect the in-network rate of $89 as a courtesy. Our office made an additional adjustment of $20 to the account he shared with his spouse after the invoice was sent to him for a full balance of $259. The $20 was an existing balance for his spouse and it was written off as a courtesy. After many phone conversations where the patient refused to pay and blamed our office for the balance and an extensive email thread, the balance was satisfied by the patient on 8/17/2017. The patient has signed the Practice’s financial policy and it provides the necessary verbiage that confirms our office being the Liaison between the patient and insurance company (refer to attached) We strive to provide a high level of overall care within our practice and it is with no intent that we ever want our patients to feel taken advantage of Transparency is key when dealing with money and trust and this feedback is welcomed so that our team and continue to tailor our services at a high level of care and compassion.Sincerely,Cara S [redacted] , DDS

[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:I was constantly told by their front desk administrator that there would be no additional charges. Even after I received the bill from the company the front desk administrator continued to tell me that I did not owe them money. They sent me an involved through email that claimed one amount but in the actual bill they claimed another. Why is it ok for their office to lie to their patients about costs constantly and never respond to emails about bills? You as a business cannot tell a customer one thing and then change your response later after procedures were already performed. 
Regards,
[redacted]

The concerns expressed in the initial complaint from the patient of CNS Dental are not fully accurate and our goal is to provide clarity for the Revdex.com. The patient had dental services provided on 6/16/2016 and 3/8/2017 that were believed to be covered through his [redacted] PPO plan. (please refer to...

attached explanation of benefits (EOB) for these dates). After many months-dating from June 2016 to December 2016, we received a response from [redacted] dental that explained the patient’s employer/group were not going to cover the services. An Invoice was emailed (please refer to attached) 12/15/2016 to the patient stating that he had a balance of $150 per the EOB (Explanation of Benefits). The patient was emailed an invoice for the above balance and encouraged to contact the member services department of his insurance plan if he had additional insurance questions. Patient provided the office with an updated insurance plan that is through his spouse's employer and requested that we submit to them on his behalf. We followed through with the patient's request and awaited reimbursement from the insurance and attached narrative. The patient came in for an additional dental procedure on 3/8/2017. When asked, he stated that there hadn't been any changes with his dental plan and we should be expecting payment since we are an in-network provider of his dental plan. We resubmitted once again on 3/8/2017. Following the 3/8/2017 visit-we received another explanation from the insurance company that stated there wouldn't be any reimbursement to the practice and the patient's responsibility would be $161. The patient had a balance of $311 for the two above dates of service because the insurance was now an [redacted] DMO Plan that our office is not in-network with. Our Practice accepts [redacted] PPO only and we could no longer appeal the unpaid claims due to the insurance relationship. The EOB stated that for the 3/8/2017 visit, our Practice could charge the full standard fee and not the [redacted] contractual rate but we did not make that adjustment to the patient's account. Instead, we allowed his balance to reflect the in-network rate of $89 as a courtesy. Our office made an additional adjustment of $20 to the account he shared with his spouse after the invoice was sent to him for a full balance of $259. The $20 was an existing balance for his spouse and it was written off as a courtesy. After many phone conversations where the patient refused to pay and blamed our office for the balance and an extensive email thread, the balance was satisfied by the patient on 8/17/2017. The patient has signed the Practice’s financial policy and it provides the necessary verbiage that confirms our office being the Liaison between the patient and insurance company (refer to attached) We strive to provide a high level of overall care within our practice and it is with no intent that we ever want our patients to feel taken advantage of Transparency is key when dealing with money and trust and this feedback is welcomed so that our team and continue to tailor our services at a high level of care and compassion.Sincerely,Cara S[redacted], DDS