David Richards DDS APC

September 12,
Response to complaint by patient *** *** (henceforth referred to as ‘the patient’)
The patient presented in the office of David Richards, DDS on May 12, missing the crown on the implant at site 31. The crown was originally placed in
February, by DrRichards. At the visit on May Dr Richards performed a limited examination and recemented the crown for the patient. The insurance provider, Delta Dental of California, was billed for recementing the crown (fee $70) and a limited oral examination ($90). The insurance paid $for the exam (minus a $deductible) but did not pay to recement the crown. We are contracted providers for Delta Dental of California and the plan pays 100% for all covered procedures up to the $maximum. The patient was billed for the balance $and she paid.
We received a call from the patient’s general dentist a few weeks later inquiring if we were providers for Delta Dental of California because the patient wanted to know why she had had to make a payment to us. I was taken aback as to why the general dentist was inquiring about the patient’s account with us and made the mistake of not reviewing her account adequately before responding to the receptionist that the bill had been a mistake. I later reevaluated the patients account and indeed the $payment was owed. The patient now however was determined to receive a full refund from us. I asked her to send me a copy of the bill she had received from us, which she did, and asked her to call the insurance regarding the insurance payment and the amount she owed. I do not know if she did thisHowever she did continue to call the office about the refund. I admit that I was delinquent in not returning the patient’s frequent calls however her history with our office over the seven years she has been a patient has not been stellar. Her actions have been deleterious [i]to our working relationship with her previous dentist and she has always been a difficult and demanding patient. Notwithstanding I should have responded to her calls in a more timely fashion.
The patient did owe $for services rendered and as such does not deserve a refund
We do not feel an apology is in order, in fact feel she should apologize to us for her past behavior
*** ***
Office Manager
San Diego Periodontics
David Richards, DDS, PhD
Fourth Ave
San Diego, CA
[i]

Review: After My visit on 5/12/2014 to recement a crown that came off (initially glued by Dr. [redacted]), I received a bill for $95.00 balance due after insurance. I then sent them a check for the full amount on June 1, 2014. While at my regular dentist office I asked for their advice about the bill and they called Dr. [redacted] office and was told by [redacted] (billing clerk and Dr. [redacted] wife) that it was a mistake and I shouldn't have paid. I asked if they would return the check. I received not solid answer what she was going to do. A week later I noticed my bank statement showed she had cashed the check. I called her office again and again and again either leaving messages to call me back or told she was not there. I finally called the emergency number for Dr. [redacted] and received a call the next day. [redacted] said she was having problems with my records and would I please send her a copy of the statement. I did the very next day. A week and a half later I had still not heard anything. I started to call and call and call again. Unable to speak to [redacted] again. I even used my neighbors cell phone (because they have caller ID in their office) and was told she was not available. The last time I called was August 11 to the office and they said she was not available. So I called the emergency number again. Still no response but I left another message.Desired Settlement: I would like a written apology, a full Refund (with interest from June 1), and to make this situation available to new and existing patients. Dr. [redacted] is a good dentist but the service and patient courtesy sucks.

Business

Response:

September 12, 2014

Response to complaint by patient [redacted] (henceforth referred to as ‘the patient’)

The patient presented in the office of David Richards, DDS on May 12, 2014 missing the crown on the implant at site 31. The crown was originally placed in February, 2013 by Dr. Richards. At the visit on May 12 Dr Richards performed a limited examination and recemented the crown for the patient. The insurance provider, Delta Dental of California, was billed for recementing the crown (fee $70) and a limited oral examination ($90). The insurance paid $65 for the exam (minus a $25 deductible) but did not pay to recement the crown. We are contracted providers for Delta Dental of California and the plan pays 100% for all covered procedures up to the $1500 maximum. The patient was billed for the balance $95 and she paid.

We received a call from the patient’s general dentist a few weeks later inquiring if we were providers for Delta Dental of California because the patient wanted to know why she had had to make a payment to us. I was taken aback as to why the general dentist was inquiring about the patient’s account with us and made the mistake of not reviewing her account adequately before responding to the receptionist that the bill had been a mistake. I later reevaluated the patients account and indeed the $95 payment was owed. The patient now however was determined to receive a full refund from us. I asked her to send me a copy of the bill she had received from us, which she did, and asked her to call the insurance regarding the insurance payment and the amount she owed. I do not know if she did this. However she did continue to call the office about the refund. I admit that I was delinquent in not returning the patient’s frequent calls however her history with our office over the seven years she has been a patient has not been stellar. Her actions have been deleterious [i]to our working relationship with her previous dentist and she has always been a difficult and demanding patient. Notwithstanding I should have responded to her calls in a more timely fashion.

The patient did owe $95 for services rendered and as such does not deserve a refund.

We do not feel an apology is in order, in fact feel she should apologize to us for her past behavior.

Office Manager

San Diego Periodontics

David Richards, DDS, PhD

4060 Fourth Ave

San Diego, CA 92103

[i]