Dakota Valley Oral & Maxillofacial Surgery P.A.

Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ I wanted to respond to the above complaintI looked into her daughters account and there still is a balance of $1,which is why the refund check has not been issued as of todayIt is our office policy to collect a 20% down payment at the time of the procedure, which is what we didFirst we submitted to their medical insurance which made a payment of $this was received and was posted to her account on February 20thWe then sent the claim to her dental insurance who has yet to make paymentUpon receiving this letter we called Metlife who informed us that they processed the claim on March 2nd and will be making a payment of $Once that payment is received we will refund the patient [redacted] expressed that she wanted her refund of but the reason we don't do the refunds until the insurance has made payment is because there is no guarantee of payment until payment is actually made and until it is, they are responsible for the billIn this situation, if Metlife does make payment as they indicated, then [redacted] will be getting back the full amount in which they paid of $The refund will be initiated immediately and sent to them as soon as we receive payment

In response to this complaint I have the following to offer.Back in July of 2016 we decided to outsource our business office to a company called [redacted] out of Mounds View.  Needless to say that have handle our accounts very poorly.  Per our contract with them we needed to...

give them a 90 day notice which we did on December 6th, 2016 ending our contract with them on March 6th, 2017.  If I could have ended this relationship immediately, I would have.That being said,  I agree with the patient.  It is our office policy to remove any and all services charges once the insurance processes.  [redacted]'s insurance was finalized on December 13th, 2016.  I do see a note in the computer that [redacted]'s father did call yesterday (1-10-17) and asked to have the finance charges removed.  I am not sure what was discussed but [redacted] made a note to have the "Finance charges deleted when the payer payment is received or the patient payment is received".   Receiving this complaint, is when I was made aware of the situation and when I looked into the account and  I do agree with the patient.  I personally removed the $128.64 in finance charges.  I then called and left [redacted] a message to explain the situation, apologize and give her my direct dial number if she would like to call me back or has any further concerns she would like to address.I will do everything in my power to make things right with [redacted] and I am truly sorry for the level of customer service both her and her father received from the business office.Sincerely,Michelle [redacted]Clinic Director

Initial Business Response /* (1000, 5, 2016/03/08) */
I wanted to respond to the above complaint. I looked into her daughters account and there still is a balance of $1,979.86 which is why the refund check has not been issued as of today. It is our office policy to collect a 20% down payment at...

the time of the procedure, which is what we did. First we submitted to their medical insurance which made a payment of $594.14 this was received and was posted to her account on February 20th. We then sent the claim to her dental insurance who has yet to make payment. Upon receiving this letter we called Metlife who informed us that they processed the claim on March 2nd and will be making a payment of $828.00. Once that payment is received we will refund the patient. [redacted] expressed that she wanted her refund of 101.48 but the reason we don't do the refunds until the insurance has made payment is because there is no guarantee of payment until payment is actually made and until it is, they are responsible for the bill. In this situation, if Metlife does make payment as they indicated, then [redacted] will be getting back the full amount in which they paid of $250.00. The refund will be initiated immediately and sent to them as soon as we receive payment.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Company contacted us and apologized for their outsourced service provider.  They went above and beyond to make things right with us.