Dental Care Associates

To whom it may Concern:
Re: complaint ***
I sent the patient statementsIt is protocol to collect on co-paysThe patient’s parents signed
consents to treat son, so that is what we didWe also have a letter signed by parent explaining
co-pays
and their insurance policy is their responsibilityWith a practice of over four thousand patients, we do
our best to accommodate- The balance has been running since February 2014, so it was reasonable to
ask for the balance to be paid in full
Any other questions or problems, please feel free to call me at the office Monday thru Thursday loam to
4pm

Review: Today, the Office Manager from Dental Care Associates in Altoona/Hollidaysburg, PA called and left me a voicemail threatening to cancel my wife's dentist appt this week if I didn't pay an outstanding charge of $24 from my son's last appointment. I had no idea there was an outstanding balance for my son's last appointment, I have never been notified of such a balance since his last appointment. So, I called the office, spoke with a receptionist and come to find out that my insurance only pays for a flouride treatment for children once a year, but he had a second treatment at his second appt. for the year. My son and I usually go to these appointments together, I had to cancel my last appointment at the last minute due to a work conflict, and my mother-in-law took my son for his cleaning, but they never called me or my wife to inform us there was an outstanding charge after the fact. The receptionist said they have been sending statements to our house, but obviously I didn't receive them or I would have paid the bill. So, they call me today and threaten to cancel my wife's appt., rather than just speaking with her at the appt. later in the week and straightening the issue out at that time with her in person, unbelievable business practice here. My next question is if they know the insurance only pays for one treatment per year, why would they do a second one without getting consent from me or my wife before the procedure, this is not allowed and I will not be paying this balance of $24 now. I would have certainly paid it had they approached me in an appropriate manner and asked politely versus threatening me with cancelling my wife's appointment. I hope the person who owns this organziation sees what kind of person he/she has managing his office, they just lost the business of four people that are fully covered with the best dental insurance plan offered by my employer, and lost the fees they would have collected over the next however many years for services rendered. Adios.Desired Settlement: I want the bill of $24 expunged from further collection attempt due to lack of consent from a supervising adult for the additional procedure not covered by insurance. Thank you for your time and attention to this issue.

Business

Response:

To whom it may Concern:

Review: In approximately October, 2015, I received a phone call from Pam of Dental Care Associates in Johnstown, Pa. She informed me that my daughter, [redacted] would need to have her wisdom teeth removed and she wanted to schedule her for a consult with the oral surgeon. I immediately asked Pam if there would be a fee for the consult because I was concerned about the cost/if any. At that time she told me 'no' because the doctor provides free consults. [redacted] was scheduled for her free consult.

On November 2, 2015, my husband an I brought my daughter for her free consult. We talked with the doctor about her needs. Before we even discussed insurance and costs, he handed me a small white envelope containing unknown pills for the day of surgery.

We went to the check out desk after the 'free' consult. The girl at the desk could not tell us if the doctor took my daughter's insurance but was willing to schedule her for the surgery. She then told us we needed to pay $125.00 for the consult. I informed her that Pam told me the consult would be free. Pam was nearby and I asked her what happened to he free consult. She asked me if the doctor's office had contacted me prior to the consult. I told her that they did not. She explained that the doctor who provided the free consults had very recently 'retired' and that this new doctor does not provide free consults. I was never informed of the change in pricing and I made that clear to them. I did not pay the fee.

Soon after the appointment, I received a phone call from Dr. Donald D[redacted]'s staff informing me that the doctor did not accept my daughter's insurance and that we would have to pay for the consult. I have spoken with his staff at least three times about the advertised 'free' consult. They deny that they were to call us prior to the consult about the price (Pam said they should have). I have told the doctor's staff that I wold not pay the bill because I was told by Pam at Dental Care Associates that the consult would be free. They continue to send me a bill for this consult.

During an unrelated visit to Dental Care Associates, Pam apologized to my husband for what happened.

My complaint is clear. I was told this consult would be free, not $125.00. It is not our fault that Dental Care had a change in staff. I should have been informed of the change in price prior to the consult, not after. If I had been informed of the change in doctor and unavailability of a free consult, I would have looked elsewhere and evaluated our options. They took that right away. I was never given the chance to decide whether or not we could afford this doctor.

This is false advertising of price. Bait and switch. I feel Dental Care Associates should be responsible for THEIR MISTAKE and pay the bill. I do not feel that we should have to pay this bill.Desired Settlement: I want Dental Care Associates to resolve this bill with Dr. D[redacted]

Business

Response:

Hi,