Dental Excellence of Greenhaven

I am rejecting this response because:The whole deal was with a coupon for $79.00.  They offered me a discount and I had to pay only $49.00 with the coupon.  Why did they billed my insurance company and collected money from them as well?

On December 23rd, 2014 [redacted], came in for her first initial appointment. The first initial appointment includes; complete exam, x-rays, cleaning/polishing, and flouride. When she finished filling out the new patient forms and provided us with her dental insurance, we found out that she...

already had her two cleanings for the year of 2014 and will not be eligible for a third one. Before we started the procedures, we informed [redacted] and her mother [redacted] she is not eligble for a third cleaning. Patient declined the cleaning and just wanted to take care of the covered procedures. We informed her that she is eligible for an exam and a panoramic film. [redacted] wanted to do just that. We took [redacted] to get started on her x-rays. Her mother [redacted] was in the lobby waiting for her daughter. Later, [redacted] picked up a brochure that we had in our office and asked if her daughter can take advantage of the specials that we were offering in the brochure. One of the deals was $79 dollars for the first initial appointment. I advised [redacted] that [redacted]'s insurance will pay for the exam and x-rays and that we can give her a better special that will save her more money. I offered them a special for $49 dollars for her daughter to get her teeth cleaned and polished. Both [redacted] and [redacted] agreed to take advantage of this deal. We did [redacted]'s x-rays, cleaning/polishing, and flouride rinse but didn't get to do the exam because the patient and her mother were in a rush and didn't want to wait for the doctor. We informed the patient that Dr. [redacted] will look at her x-rays and if there is any suspicious activity that we would call the patient. We did not bill her insurance for the exam. On December 26, 2014 [redacted] called our office and informed us that she will not be returning back to our office. I went ahead and inactivated her.Best Regards,[redacted], Office Manager

Review: Had my crowns replaced, I told them the date they where done and they said it was alright my insurance would pay for them. Well the insurance declined to pay now they want me to pay. I don't have the money for it, that's why I told them when they were done. If I knew I was going to pay I wouldn't have had them done. It's their fault they gave me wrong information now they want me to pay for their mistake. It's the job of the billing department to know this information not mine. They wanted to make money off me so bad they just said don't worry about it just to make a sale. They should've checked before they gave me wrong information about my insurance.Desired Settlement: Their mistake they pay for it

Business

Response:

Getting back to you in regards to [redacted]. Patient was seen in our office on 04/21/2015 for crowns with build-up on teeth #'s 7 & 8. Prior proceeding with treatments our patient received financial agreement that stated " I have reviewed the above treatment estimate. I understand that this is an ESTIMATE ONLY. As a courtesy Dr.Wong will process the dental claims, however, I accept financial responsibility for the charges in full. I understand that [redacted] is not involved in the contract with my insurance company or employer and that I am responsible for knowing the exclusions and limitations listed on my dental insurance contract." On 05/08/2015 crowns # 7 & 8 were cemented permanently. After few more weeks we have received a denial from patients insurance company stated, claim history on crowns # 7 and # 8 were performed at another office on 08/10/2010 and it's a 10 year frequency on crowns. I called patient right away and informed her of this information. I informed patient we can definitely put her on a payment plan with no additional interest charges. Patient said that she will contact her insurance company her self and will let me know. After few more week's we didn't hear back from patient. Our insurance coordinator **, have called her to set up a payment plan. Patient informed her how upset she was with us and we should of known this prior to getting any work done. Patient explained that she wouldn't be able to afford to pay such a bill. As courtesy we wrote off $481.60, which left the balance of $500.00. [redacted] left **, with her credit card authorization to start processing monthly payments. When **, tried processing the first payment, the credit card was declined. Since than I have called patient several of times, left her concerned massages to get back to us ASAP. Our patients are always are number priority and I will always go out of my way to make sure they not only get the best service, but the best financial options as well. Thank you!

Business

Response:

Getting back to you in regards to [redacted]. Patient was seen in our office on 04/21/2015 for crowns with build-up on teeth #'s 7 & 8. Prior proceeding with treatments our patient received financial agreement that stated " I have reviewed the above treatment estimate. I understand that this is an ESTIMATE ONLY. As a courtesy Dr.Wong will process the dental claims, however, I accept financial responsibility for the charges in full. I understand that [redacted] is not involved in the contract with my insurance company or employer and that I am responsible for knowing the exclusions and limitations listed on my dental insurance contract." On 05/08/2015 crowns # 7 & 8 were cemented permanently. After few more weeks we have received a denial from patients insurance company stated, claim history on crowns # 7 and # 8 were performed at another office on 08/10/2010 and it's a 10 year frequency on crowns. I called patient right away and informed her of this information. I informed patient we can definitely put her on a payment plan with no additional interest charges. Patient said that she will contact her insurance company her self and will let me know. After few more week's we didn't hear back from patient. Our insurance coordinator **, have called her to set up a payment plan. Patient informed her how upset she was with us and we should of known this prior to getting any work done. Patient explained that she wouldn't be able to afford to pay such a bill. As courtesy we wrote off $481.60, which left the balance of $500.00. [redacted] left **, with her credit card authorization to start processing monthly payments. When **, tried processing the first payment, the credit card was declined. Since than I have called patient several of times, left her concerned massages to get back to us ASAP. Our patients are always are number priority and I will always go out of my way to make sure they not only get the best service, but the best financial options as well. Thank you!

Consumer

Response:

I am rejecting this response because: They are lying about the part where they didn't hear from me for several weeks after I contacted my insurance company. I called their office that same week I was informed my insurance rejected the claim. I spoke to [redacted] and it's interesting how she didn't mention the part when I told her one of her front office staff members scheduled me for a cleaning 4 months after my initial appt/cleaning with them, I asked the girl if my insurance will cover it because to my understanding insurance only covers cleanings every 6 months, when the girl checked she said my insurance covers 4 per year. When I looked online it says 2 per year. [redacted] said she will talk to her staff and check into why I was given that information. [redacted] is the one who never called me back! How unprofessional is that. The next thing I know is I get a bill in the mail with a hand written note saying my insurance declined payment and I am responsible for $981.60. I immediately called dental excellence and asked to speak to office manager or someone in billing. I was transferred to **, I told her about bill received. She repeated her self saying what the note said, I asked her what is your job in the billing department. She states they check with insurance for covered benefits. I said to her, so it was your job to check when my last crowns were done, (even though I had already mentioned this to [redacted] on my first visit) or to check if my insurance would cover this. She says yes normally they check that, but the paper they gave my is just an estimate. I said the part that upsets me the most it that they had more than one chance to check before I had my crowns done, to check if my insurance would pay or not. First visit I went in for a cleaning/consult, that's when I signed the treatment case for my crowns and cavitie, I was scheduled to come back approximately two weeks later to do cavity and start crowns. After that I came back two weeks later to have crowns cemented. They had about a month to verify if my insurance would cover the crowns or not. ** apologized, I also mentioned [redacted] was supposed to call me back regarding the cleaning scheduled 4 months after the first cleaning and I never heard from her. ** apologized again. I told ** I was very upset with their office and told her I wanted this to be over with. I said I work part time and have 4 daughters, can't afford to pay $981.60. But I can probably pay half in payments to be done with them and I will never go back to this office again. ** apologized again but agreed to me paying half of what they are billing me for. You see they did not discount $481.60 out of the kindest of their hearts. I was the one who asked for this. I honestly feel like she agreed to the discount because she knows their office made a mistake. So we agreed on 5 payments of $100, I gave her my card info. On the day the funds were supposed tone withdrawn there wasn't enough funds available, still today I do not have the $100 dollars to make that payment. On 9/11/15 ** called me to ask me to remove the complaint I made with the Revdex.com because we settled it. I would like to express that just because we settle it doesn't mean I'm a satisfied patient. I'm still very upset about the whole situation. Bottom line, like I told [redacted] and [redacted] I would have known my insurance wasn't going pay for the crowns I would have never gotten them done because I do understand its a cosmetic procedure. One last thing I would like to add, [redacted] did mention that their office thought they would get payment for the crowns from my insurance because normally insurances pay for crowns every 5 years. So it sounds to me like [redacted] office staff ASSUMED my insurance would pay but never actually verified it.

Consumer

Response:

I am rejecting this response because: They are lying about the part where they didn't hear from me for several weeks after I contacted my insurance company. I called their office that same week I was informed my insurance rejected the claim. I spoke to [redacted] and it's interesting how she didn't mention the part when I told her one of her front office staff members scheduled me for a cleaning 4 months after my initial appt/cleaning with them, I asked the girl if my insurance will cover it because to my understanding insurance only covers cleanings every 6 months, when the girl checked she said my insurance covers 4 per year. When I looked online it says 2 per year. [redacted] said she will talk to her staff and check into why I was given that information. [redacted] is the one who never called me back! How unprofessional is that. The next thing I know is I get a bill in the mail with a hand written note saying my insurance declined payment and I am responsible for $981.60. I immediately called dental excellence and asked to speak to office manager or someone in billing. I was transferred to **, I told her about bill received. She repeated her self saying what the note said, I asked her what is your job in the billing department. She states they check with insurance for covered benefits. I said to her, so it was your job to check when my last crowns were done, (even though I had already mentioned this to [redacted] on my first visit) or to check if my insurance would cover this. She says yes normally they check that, but the paper they gave my is just an estimate. I said the part that upsets me the most it that they had more than one chance to check before I had my crowns done, to check if my insurance would pay or not. First visit I went in for a cleaning/consult, that's when I signed the treatment case for my crowns and cavitie, I was scheduled to come back approximately two weeks later to do cavity and start crowns. After that I came back two weeks later to have crowns cemented. They had about a month to verify if my insurance would cover the crowns or not. ** apologized, I also mentioned [redacted] was supposed to call me back regarding the cleaning scheduled 4 months after the first cleaning and I never heard from her. ** apologized again. I told ** I was very upset with their office and told her I wanted this to be over with. I said I work part time and have 4 daughters, can't afford to pay $981.60. But I can probably pay half in payments to be done with them and I will never go back to this office again. ** apologized again but agreed to me paying half of what they are billing me for. You see they did not discount $481.60 out of the kindest of their hearts. I was the one who asked for this. I honestly feel like she agreed to the discount because she knows their office made a mistake. So we agreed on 5 payments of $100, I gave her my card info. On the day the funds were supposed tone withdrawn there wasn't enough funds available, still today I do not have the $100 dollars to make that payment. On 9/11/15 ** called me to ask me to remove the complaint I made with the Revdex.com because we settled it. I would like to express that just because we settle it doesn't mean I'm a satisfied patient. I'm still very upset about the whole situation. Bottom line, like I told [redacted] and [redacted] I would have known my insurance wasn't going pay for the crowns I would have never gotten them done because I do understand its a cosmetic procedure. One last thing I would like to add, [redacted] did mention that their office thought they would get payment for the crowns from my insurance because normally insurances pay for crowns every 5 years. So it sounds to me like [redacted] office staff ASSUMED my insurance would pay but never actually verified it.

Review: In December I received a coupon in the mail from Dental Excellence for Exam E-Ray and Cleaning for $79.00. On the coupon it stated that they are open early mornings, evening and Saturdays. I found this will be very convenience for my daughter who goes to college out of town. My daughter, [redacted] made an appointment with Dental Excellence for Monday, December 22, 2014. She had to change this appointment because of Jury Duty to Tuesday, December 23rd. When we arrived at the destination, she was scheduled for teeth cleaning. She got her teeth cleaned and the we were told to pay up front. I told the person who helped us that our insurance will pay 100%. We were told that we had to pay and they will bill the insurance company and if they get a check from the insurance company they will reimburse us. They gave us some discount and I had to pay $49.00 the same day which I paid on my debit card. We were given a receipt and we left. In a week or so, I received a statement from Delta Dental, my insurance carrier a statement that I owe some money. Dental Excellence had billed my insurance company for the amount of $255, and insurance company sent them a check already. I called Dental Excellence and they told me that I don't owe them anything. My complain is why I had to pay and why they billed the insurance company for $255 when there was a coupon for $79.00. I need my money back for $49.00. Why did Dental Excellence told me that I don't owe they anything when the insurance company is telling me that I owe themDesired Settlement: Would like my money back.

Business

Response:

On December 23rd, 2014 [redacted], came in for her first initial appointment. The first initial appointment includes; complete exam, x-rays, cleaning/polishing, and flouride. When she finished filling out the new patient forms and provided us with her dental insurance, we found out that she already had her two cleanings for the year of 2014 and will not be eligible for a third one. Before we started the procedures, we informed [redacted] and her mother [redacted] she is not eligble for a third cleaning. Patient declined the cleaning and just wanted to take care of the covered procedures. We informed her that she is eligible for an exam and a panoramic film. [redacted] wanted to do just that. We took [redacted] to get started on her x-rays. Her mother [redacted] was in the lobby waiting for her daughter. Later, [redacted] picked up a brochure that we had in our office and asked if her daughter can take advantage of the specials that we were offering in the brochure. One of the deals was $79 dollars for the first initial appointment. I advised [redacted] that [redacted]'s insurance will pay for the exam and x-rays and that we can give her a better special that will save her more money. I offered them a special for $49 dollars for her daughter to get her teeth cleaned and polished. Both [redacted] and [redacted] agreed to take advantage of this deal. We did [redacted]'s x-rays, cleaning/polishing, and flouride rinse but didn't get to do the exam because the patient and her mother were in a rush and didn't want to wait for the doctor. We informed the patient that Dr. [redacted] will look at her x-rays and if there is any suspicious activity that we would call the patient. We did not bill her insurance for the exam. On December 26, 2014 [redacted] called our office and informed us that she will not be returning back to our office. I went ahead and inactivated her.Best Regards,[redacted], Office Manager

Consumer

Response:

I am rejecting this response because:The whole deal was with a coupon for $79.00. They offered me a discount and I had to pay only $49.00 with the coupon. Why did they billed my insurance company and collected money from them as well?