Crown Dentistry

Review: I declined services at this dentist office when they tried to overcharge me and now they are trying to charge me for a same day cancellation.

On May 10, 2013, I had an appointment at 2 PM for a routine 6 month cleaning as well as exams and x-rays. When I arrived they told me that I would owe for the cleaning. I told them that my insurance company covers 100% of routine 6 month cleanings and I believed they were trying to charge me for a different type of cleaning. The woman at the front desk said that my insurance does not cover 100% of routine 6 month cleanings, but I have proof that they do. Additionally, I asked her why they kept overcharging me on my past visits without sending me a refund in the mail or to my credit card that I paid with. She said it is not their policy to do that unless I call and request it. Despite the past overpayment issues, I would have stayed and had the cleaning if they had not insisted that my dental insurance did not cover it 100%. I left because I did not want to be charge for something that is free under my dental insurance policy. They then sent me an invoice for a same day cancellation. I did not cancel. I showed up but declined the procedures because they were inappropriately trying to charge me. If they looked up my insurance properly or called my insurance company they would have seen that the routine cleaning is covered 100%. I truly believe they were trying to charge me for something other than a routine cleaning. I do not believe that I should be charged a cancellation fee because I would not have left before the appointment if they had straightened out their billing. Why should I have stayed and paid for a routine cleaning that is covered 100% by my insurance? I didn't want to give them another overpayment since they don't automatically refund that money once the insurance pays them. Desired Settlement: I would like them to cancel the charge for "same day cancellation" that they are billing me for since their faulty billing was the only reason I cancelled.

Business

Response:

Business' Initial Response

Based on our review of the complaint it appears that there was a misunderstanding regarding scheduled treatment. I apologize for the inconvenience to the patient. Due to the breakdown in trust and understanding between the patient and our office, I feel it would be in her best interest if we terminate our professional relationship, thereby allowing her to seek dental care with another provider of her choice. Within the next 30 days from the date of this letter I will be available for emergency treatment. I have waived the same day cancellation fee, and issued a refund check to the patient. Our goal is to ensure a positive experience for all of our patients while providing the highest quality of care during every visit.