Coots, Cross, Lavinder & Quinn Family Dentistry

Review: I was sent a bill without any breakdown/explanantion of charges and I have requested this several times over the past year but I am still being sent a bill with no explanantion.

All other Dental and medical offices do send bills with explanation of charges.Desired Settlement: I would like the collection charge removed from my account and a full explanation of charges ( Including proceedures, Insurance charges, Insurance write offs and insurance payments starting from 2013 to date sent to me at my address as soon as possible.

Business

Response:

All of our patient information is protected by HIPAA regulations. Our business office has sent all of the requested information to the patient previously and we will be glad to send this information again if this person calls and requests duplicates. All attempts to collect the balance are very well documented. Therefore, any collections fees associated with this account will not be reversed.

[redacted], Business Manager, ###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: I took my son to Dr Coots for a check up on 4/1/2013. I then took him back on 4/22/13 for two fillings. Dr. Coot's billing office submitted the second claim to [redacted] but has not yet submitted the check-up for reimbursement. I received a bill in May showing that I owe $296.20. [redacted]'s check-up was to be covered at 100% and my responsibility towards the cost of fillings was $69.20. I paid $49.20 on the date of service so I knew that the bill should be for $20. I called [redacted] to find out why the bill was so high and found out that only the second claim had been submitted. I left a voice mail with Dr Coot's office advising of what I had found, asking them to please submit the claim for [redacted]'s check-up and to call me. They did none of the above. I left a second message and again they did not call back. I just checked my mail and again I have a bill for $296.20 and it is now showing I am past due more than 30 days. Dr Coots is a [redacted] provider so this very upsetting. I should also mention that I have [redacted] for my provider and I also had a check-up in March which was paid. 03/28/13 [redacted] (You) FREDERICK COOTS Completed $203.00 $ 172.00 $ 0.00

Desired Settlement: I would like for Dr Coot's office to submit the claim to [redacted] for reimbursement. I am mailing the remaining $20 tomorrow so I would like a statement sent to me showing a zero balance. I would also like an apology for the stress they are causing and for the poor service (not returning my calls). I would also like for the office to cancel all future appointments that I have scheduled for myself, my son [redacted] and my husband [redacted] because I do not want to have to go through this stress every time we have a check-up.

Hi - I failed to mention in the resolution area that I would also like for Dr. Coot's office to send me copies of my family's x-rays and records to take to a new dentist. Thanks!

Business

Response:

Dear Ms. [redacted], I have reviewed your complaint and understand your frustration and disappointment with our billing department. Please accept our apologies for your undo stress and for not returning your calls. Your son was seen in our Daleville location on 04/01/2013 at which time we filed the claim electronically to [redacted] of Virginia. Our records show we resubmitted the claim on 06/10/2013. I spoke with [redacted] this morning and they have still not received that claim. I then faxed the claim directly to [redacted] in the Delta claims department. We will be investigating this with our electronic claims company, also. It is the goal of our office and [redacted] to have this claim taken care of quickly. Our billing department mails statements monthly while insurance is pending. The 30 days reflects the days since the visit not necessarily that the bill is overdue. Also, [redacted]'s visit on 04/22/2013 was sent to [redacted] electronically on the date of service and was paid in a timely manner. Per the [redacted] website, your portion is $62.40. If possible, please wait until his 04/01/2013 is paid and I will have another statement sent out after that. In regard to your future visits, I will be glad to cancel those appointments as you have instructed but it is our hope that you reconsider. You may call me directly at ###-###-####. In the event that I have not heard from you by July 1, 2013, I will cancel your appointments and forward the release of records form to you. Sincerely, [redacted] Business Manager Coots, Cross, Lavinder & Quinn Family Dentistry

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]