Dental Works

Thank you for reaching out to us regarding a customer concernI have carefully researched this concern and here is what we have done to resolve this issue On 10/02/patient received services from our businessAt that time, we were not aware of any insurance to bill and the patient was notified of the amount due and it was paid in full to us on this dateOn or about 11/13/someone on behalf of the patient called and gave us insurance and indicated they were not aware she had any dental insurance until nowAt the patients request we billed to her insurance and notified them once the insurance pays the account and we determine the patient has a credit we will at that time process a refundOn 01/17/the patient’s insurance paid for the services from 10/02/Creating an overpayment to our systemOn 02/06/patient requested the refund to be mailed to them and didn’t wish to keep the credit on the account for future servicesOn 02/10/the refund was approved by our refund department and on 02/12/a check was mailed to the patient We feel our company handled this according to our policy and within reasonable amount of timeThe patient did not make us aware of any insurance at the time of her visitWe certainly hope this resolves any concern our patient hasWe take pride in making sure our patients are our number one priority Sincerely, Dental Works, Belden Manager

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Contact Name and Title: [redacted] Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @dentalonepartners.com Patient is correct in that I did give her 'the tooth magnet' with Carington Discount Plan infoon itHer insurance did term but she never signed up for the discount plan as she said she wouldOn 061815, patient again called office and I spoke with herI explained that I could write off as that is what the Discount plan would have paidShe said she would speak to father and call back but never didThe work was done and Dental works was upfront with the costWhen a patient loses insurance, it is their responsibility to notify the practice PRIOR to work being doneNot after the fact when the claim is denied due to no coverageI understand Ms [redacted] situation and sympathize with having a large bill and job loss which is exactly why we offered to write off half the balanceIf you have any other questions, please feel free to call me at [redacted] Again, I am able to and will happily write off $as a courtesy but would still be dueThanks, [redacted] Office Leader Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the office is incorrectI advised the office manager that I did not have insurance prior to any work being doneThat is why she gave me the business cardShe told me the work to be done was already charged to the insurance back in JanuaryAs stated, it is my responsiblity to advise the office if I lose my insurance - which I did, times before the work was even doneThe dentist was also aware I did not have insurance prior to the work and waived the fee for part of the crown pre work ( I beleive thar may have been $100)I made it a point to adviae the office several times that I did not have insuranceOffice manager was aware, the dentist, even the dental assistantThe business card that was given to me, I was told to use for the cleaning they attempted to get me in for, which I declined

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: We have been told that before, but nothing was ever resolved with my insurance If refiling the claim doesn't work, what is an alternate action? Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I want to wait to see what the insurance does and if they reject it I would like to know why. Also why don't you file medical insurance if you are performing surgeries?
Regards,
*** ***

In response to the complaint for ** *** *** was seen in our office on 04/30/She did come in for a lost fillingThe doctor did an exam and x-rays at no chargeHe diagnosed her with needing a crown, build up, full mouth debridement & irrigation, a rinse, and a cleaningThis
treatment was explained to *** and she signed our treatment financing summary which states: Please be advised that the above treatment plan is only an ESTIMATE based on information known at this timeThere are occasions where diagnosis of treatment may change and therefore cost may also be affectedI have been advised of the proposed treatment planThe inherent risks and benefits, including the consequences of no treatment, have been explained to meI understand that the fees listed are ESTIMATES based upon current fees and current known coverageI also understand that some insurance companies may downgrade benefits to less costly alternative forms of treatment at their discretion and that I am responsible for any amounts that are not covered by my insurance company*** agreed to get all recommended treatment done that dayThe full mouth debridement was done first and then the crown prepWhile the doctor was drilling he realized her tooth was cracked down to the rootWhen that happens, the tooth cannot be saved and the tooth has to be extractedAnother treatment option will then be explained to the patientUnfortunately, most vertical cracks cannot be seen on x-rays before being prepped*** presented with an open *** *** account when she came to her appointmentWe gave her the option to pay with *** *** for months no interest for the total of $She chose that option rather than paying with another form of paymentShe signed the *** *** Sales Draft to go ahead and process that payment on 04/30/15, After the doctor realized the tooth was cracked, he gave her a referral to an oral surgeon and her *** *** account was refunded for the crown and buildup which was $*** signed the refund slip for *** *** as wellShe has also signed our payment arrangement form explaining our payment policyAt no time did *** refuse any of the treatment she agreed to have done that dayShe never refused to pay and signed the estimate, sales draft & refund slipShe does in fact have to pay for a service she agreed to have done and that was completedIf she did not agree to treatment, if she stated she had questions or simply changed her mind she should have alerted usWe are always upfront with our patients about their recommended treatment and payment options and policiesAt this time, no refund will be made to ***

Thank you for reaching out to us regarding a customer concern. I have carefully researched this concern and here is what we have done to resolve this issue.   On 10/02/2017 patient received services from our business. At that time, we were not aware of any insurance to bill and the patient was...

notified of the amount due and it was paid in full to us on this date. On or about 11/13/2017 someone on behalf of the patient called and gave us insurance and indicated they were not aware she had any dental insurance until now. At the patients request we billed to her insurance and notified them once the insurance pays the account and we determine the patient has a credit we will at that time process a refund. On 01/17/2017 the patient’s insurance paid for the services from 10/02/2017. Creating an overpayment to our system. On 02/06/2018 patient requested the refund to be mailed to them and didn’t wish to keep the credit on the account for future services. On 02/10/2018 the refund was approved by our refund department and on 02/12/2018 a check was mailed to the patient.   We feel our company handled this according to our policy and within reasonable amount of time. The patient did not make us aware of any insurance at the time of her visit. We certainly hope this resolves any concern our patient has. We take pride in making sure our patients are our number one priority.   Sincerely, Dental Works, Belden Manager

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Dental Works regarding complaint **...

[redacted]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dentalonepartners.com
Patient is correct in that I did give her 'the tooth magnet' with Carington Discount Plan info. on it. Her insurance...

did term but she never signed up for the discount plan as she said she would. On 061815, patient again called office and I spoke with her. I explained that I could write off 325.50 as that is what the Discount plan would have paid. She said she would speak to father and call back but never did. The work was done and Dental works was upfront with the cost. When a patient loses insurance, it is their responsibility to notify the practice PRIOR to work being done. Not after the fact when the claim is denied due to no coverage. I understand Ms. [redacted] situation and sympathize with having a large bill and job loss which is exactly why we offered to write off half the balance. If you have any other questions, please feel free to call me at [redacted] Again, I am able to and will happily write off $325.50 as a courtesy but 325.50 would still be due. Thanks, [redacted] Office Leader
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the office is incorrect. I advised the office manager that I did not have insurance prior to any work being done. That is why she gave me the business card. She told me the work to be done was already charged to the insurance back in January. As stated, it is my responsiblity to advise the office if I lose my insurance - which I did, 2 times before the work was even done. The dentist was also aware I did not have insurance prior to the work and waived the fee for part of the crown pre work ( I beleive thar may have been $100). I made it a point to adviae the office several times that I did not have insurance. Office manager was aware, the dentist, even the dental assistant. The business card that was given to me, I was told to use for the cleaning they attempted to get me in for, which I declined.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:  We have...

been told that before, but nothing was ever resolved with my insurance.  If refiling the claim doesn't work, what is an alternate action?
Regards,
[redacted]

Review: I went in to get my wisdom teeth extracted because of severe pain. I gave them my dental insurance card information. After the procedure was completed my balance $387 which was paid out of pocket before I left the office. After I paid that they said my balance was $0 because they said my dental insurance would take care of it. However, two months later I recieved a bill saying that I owe Dental Works $2,230 for that procedure. My dental insurance refuses to cover it because it was considered a surgery so they said medical insurance would have to take care of it instead. I tried to file a claim with my medical insurance and they will also not pay for it. My medical insurance is not listed with Dental Works. Usually with surgeries, the office will make sure the insurance is pre-approved before performing the procedure. I was under the impression that my insurance was pre-approved when I had my surgery done, or I would have went to another dentist that would accept my medical insurance. My bill has been sent to collections because I can't afford to pay for it and Dental Works would not even accept payments and demands the amount of $2,230 in full. I also have documents proving the matter.Desired Settlement: I feel I should not have to pay more than the $387 that I had already paid, which was the only amount required from me as Dental Works told me. Other than that my balance was listed as $0 until a couple months later. I was very mislead that it as pre-approved and everything was covered.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: We have been told that before, but nothing was ever resolved with my insurance. If refiling the claim doesn't work, what is an alternate action?

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I want to wait to see what the insurance does and if they reject it I would like to know why. Also why don't you file medical insurance if you are performing surgeries?

Regards,