Dental Group of Chicago

Final Consumer Response / [redacted] (2000, 5, 2014/01/21) */ ---------- Forwarded message ---------- From: [redacted] Date: Mon, Jan 20, at 4:AM Subject: COMPLAINT CASE # XXXXXXXX To: [redacted] @chicago.Revdex.com.org ref # XX-XXXXXXXX-XXXXXXXX-X-XXX Good morning, Mr [redacted] I would like to update you on my complaintI received a check from the Dental Group on Friday, 1-17-14, which satisfies the refund that I was owedThank you very much for your help -- ThanksHave a great day Chicago Messenger Service [redacted] ***

Complaint: ***
I am rejecting this response because it is an inaccurate description of the facts.
Sincerely,
Diana ***

To Whom it May Concern: My name is Alex ***, and I am the owner of Dental Group of ChicagoOur office phone number is 312-588-I am responding to a complaint that was filed against my business on 5/24/The complaint ID is *** and was posted by our patient - Diana
*** A week ago, Diana posted a review of my business, to which I posted a responseI understand that because she posted a complaint as well, the review will be removedHowever, I ask that you consider removing the complaint as well. In the complaint, Diana stated that other than "selling" and "pushing" her into Invisalign, I also damaged and scratched a tooth, and that I asked for some type of chemical to fix this without telling her about the damage to her toothThis never happened and is completely falseWhat I would like to point out is that Diana made no mention of this in the review that she posted firstI would like to make the case that this is the type of person that Diana isShe comes up with new things weekly to get her wayThis was the reason that we had a falling out in the first place I would like to briefly explain the story of my interactions and treatment of DianaAs she stated, she came to my office wanting to close the spacing in her upper teethThis type of treatment is very easily completed with InvisalignShe asked a lot of great questions, including whether her roots would be shortened as a result of the treatmentI explained to her at our first meeting that although this was a risk, it was a minimal risk with InvisalignAs a complimentary service to her, we could take periodic radiographs of her teeth to make sure this was not occurring, at no fee to herI also explained that there would be some discomfort at first, but that this discomfort would get better with timeI also explained that she may have a slight lisp at first, but reading a book out loud at home would improve her speechMy treatment coordinator went over pricing and payment plan of the treatment - a document that was signed by her and which I have a copy of I took records of her teeth that day, charging only a $records fee that would be applied to her treatment if she chose to proceedWith the records, I created a clincheck of her treatmentA clincheck is a digital rendering of her teeth that shows the movement over time so that she could see how her teeth would move and how they would look at the end of treatmentShe came in to review this clincheck, which I showed her and allowed her to ask any further questionsShe was happy with the look and projected treatment plan, but wanted more time to think about starting the treatment. Diana then called my office to speak with meI was with a patient at that time, but called her on my drive home from workWe spoke for an hour, again addressing her concerns of root shorteningI explained that the risks were minimalAt the end of the conversation, she stated that she was ready to start treatmentThe next day, my treatment coordinator called Diana to cover financials again, and we ordered her caseDiana was very thankful for the time I spent with her addressing her concerns. At the time I place an order for Invisalign, I am required to pay $1800, which I didThis was all the money that Diana was asked to pay to start the case, though most dental offices require the full payment at the beginning of treatmentIn order to allow my patients to receive the dental treatment that they need or want, I break up the remaining payments over the length of treatmentAt this point, I had invested the majority of my time needed to complete her case, and the rest of the treatment would be finished simply by her being compliant with wearing her aligners At our first follow up, Diana complained of soreness and a lispShe stated that she was at a bar and a man bought her a drink, and she felt uncomfortable flirting with him because of her lispI explained to her that I did not hear much of a lisp, and that the soreness and speech would improve, as I stated to her before treatmentAt this point, Diana was already unsure whether she wanted to continue with treatment, but stated she would give it another try At our next visit, Diana was behind payments, and then asked if her teeth were moving back, because she felt pressure on the front of her front teethI explained to her that of course they were moving back, since it was the only way we can close spacesShe said that her mouth was already small and that she did not want it getting smallerI explained to her that the distance her front teeth were moving back was minimal, and that her lip support would not be alteredShe asked to go home and think about treatment some more She then called our office saying that she wanted to stop treatmentWe said that would be no problem, but the balance of the treatment would be due at the time we stopShe could not understand why, since were were on aligner #of We explained to her that we had already paid all our expenses on the treatment, and we invested 90% of my time that was neededAt this point, she never reimbursed us for my timeShe was upset by this and said she would not pay the balance, and expected a full refund We gave her ample time to pay her balance, but she chose not toWe then submitted her to our collection agencyThis is when Diana started to contact the Revdex.com I would like to again express that Diana changes her story to try to get her way, like she did during treatment to find different reasons to stop treatment, and like she did in a span of a week between her review and her complaint I do not believe this complaint is valid, nor is it fair to my businessI would like to ask that it be removedPlease let me know the future of this complaint Thank you for your time and consideration. -- Alexander ***, DDS, MBA, MS p - (312) 588-| f - (312) 588-| c - (847) 877-dentalgroupofchicago.com

The Patient and I spoke yesterday and the complaint was handled with the insurance company.  The issue had to do with the insurance company denying the insurance claim from December 2016 and was never in jeopardy of collections at this  point. The patient misunderstood our normal statement...

notice regarding insurance issues not resolved in a timely matter after 90 days as being at that moment.  It was a simple misunderstanding from a phone call in December 2016 asking for the patients assistance in handling the denial from the insurance company which was resolved once the patient received a bill for the balance and the insurance company contacted our office to resolve the issue.  I believe the patient and myself have resolved the issue very easily once the lines of communication were mutually opened.  The patient informed me via email the issue had been resolved.  I have the emails for viewing if they are needed to close this matter. Sincerely,Renee L.Office Manager Dental Group of Chicago

Final Consumer Response /* (2000, 5, 2014/01/21) */
---------- Forwarded message ----------
From: [redacted]
Date: Mon, Jan 20, 2014 at 4:54 AM
Subject: COMPLAINT CASE # XXXXXXXX
To: [redacted]@chicago.Revdex.com.org
ref # XX-XXXXXXXX-XXXXXXXX-X-XXX
Good...

morning, Mr. [redacted] I would like to update you on my complaint. I received a check from the Dental Group on Friday, 1-17-14, which satisfies the refund that I was owed. Thank you very much for your help.
--
Thanks. Have a great day.
Chicago Messenger Service
[redacted]