DentalWorks

We attempted to contact the patient 2/5/and left a voicemail to contact us....We are willing to refund and adjust any balance Please contact the practice and speak with [redacted] Thank you

We accepted your payment of and posted it to your account, we then wrote off the balance as a courtesy As your statements stated, you had a balance of Your account is now at a balance.Thank you

Hello,We have talked to [redacted] and written off the balance as a courtesy [redacted]

Mr***'s originally had an appointment scheduled in May, we had an opening come available for 2pm on the 20th of April and we called him that morning to offer the appointment and he acceptedWhen we originally scheduled his appointment in May we advised him that we would need his dental insurance information prior so we could get his insurance benefits updated in our systemOn the the 20th after we made his appointment the patient called us around lunch time and provided us with his dental insurance informationWe tried to contact his dental insurance on numerous occasions but they were not able to find the patient in their systemThe patient then came in for his 2:PM appointmentThe patient did arrive to his appointment at the appropriate timeWe did advise him that we were going to have to contact his insurance to get it verified now that we had a copy of his card since we had previous issuesAfter several failed attempts with the insurance company we finally got a representative from his insurance company on the phone that was able to verify he was active on his insurance policy and did have benefitsThis was now minutes into his appointmentI made sure that I got him back right away (even prior to getting his full benefit breakdown) to ensure that he was seen right awayOur dental assistant, Jeannette, informed him before we started any treatment that we may not be able to do his cleaning today and he responded saying, "I only need my cleaning so I can get my retainers tomorrow at my other officeIf I am not getting my cleaning there is no point of me being here"I then went in and explained to him myself that since we had an issue with his insurance plan and we were now minutes into his appointment I could not assure him that he would receive his cleaning todayI also explained to him that since he has not been to a dentist in a few years we would not know if he would be eligible for a regular dental cleaningI explained to him that the only way to determine what type of cleaning he would need would be to take x-rays, do an exam with the doctor and periodontal charting (measuring of the gums)I told him that it was totally up to him if he wanted us to proceed with his x-rays, exam and charting considering we could not promise him a cleaning at the endAfter some thought he said yes, he did mention he was concerned still that he still was not going to get his cleaning and I explained to him again that I still could not guarantee it due to the time and because we did not even know if he would be eligible for a regular cleaning but we would try our best.After the dental assistant completed his X-Ray's and the doctor completed his exam it was determined that he would be eligible for a regular cleaning but it would take a little bit longer than due to the fact that he had not been to the dentist in a long time and had a lot of build upI followed up with his hygienist and another hygienist to see if there was any way that we would be able to do it for him todayDue to the time we would not be able to complete his cleaning for him on the same dayI went in and spoke with him to let him know that we were not able to do it on that day but I would squeeze him in for Monday for himHe stated " No, I can't do Monday I just want to leave"I apologized to the patient and reiterated that I advised him before we did anything that it wasn't a guarantee and reiterated that he wanted us to still proceed with x-rays and his examThe patient then left the practice very unhappy.The following day (April 21st) I was out of the office and when I returned to the office I had received a message that Mr [redacted] called and wanted to speak with meI promptly called the patient once I got back in the office and spoke with himHe explained that he felt it did not take minutes for us to get his insurance information, that it only took minutesI explained to him that I worked very closely with my staff on his insurance and appointmentI explained the issues we had with his insuranceI also told him that I was a little caught off guard with his review because I told him prior that we may not be able to do his cleaning and he still wanted us to proceed with treatment and it was concerning that he thought we were only interested in getting patients in for X-Rays and ExamsI explained to him that we cannot diagnose or do any treatment without having X-Rays or doing an ExamHe then apologized and stated that the situation seemed different to him from the patients point of view and now he understands the issues that we had and why it took so longHe was very pleased that I called him and reviewed all of this with himThe patient ended up scheduling for his cleaning in our office for today, April 26th, at 10:AM which he did not show up forI tried to reach out to the patient via phone to see if he would like to reschedule and make sure everything was alright but he did not answer, a voicemail was left

Initial Business Response / [redacted] (1000, 5, 2016/05/26) */ We were informed from [redacted] insurance that patient needs to contact themThey still show patient having primary insurance with another company, [redacted] will not process any claims until the Patient contacts them to review eligibility Thank you

[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: DentalWorks is claiming that nothing has gone to my credit reportThis is informationThe balance date says 11/27/amount showing $I have attached this portion of my credit report to this responseThis is an error on their part & must be rectified immediately Regards, [redacted]

[redacted] I am very sorry to hear about your recent complaint filed to the Revdex.comI deeply apologize for the misunderstanding.? I meant in no way to deceive you regarding the refund.? When we were talking, I did let you know that the insurance paid and we had the credit on the account to refundI also mentioned the original discount that was given and due to that discountI am very sorry, but we are unable to discount the procedure anymore.? The original cost of the veneer is $1,334.? And you paid $388.52.? Your insurance paid $545.28.? You received an initial discount of $400.20.? We tried to help you out by giving you the $gas card for your inconvenience.? ? As far as the estimation goes, our system we use, estimated that your insurance would not cover a veneer.? We are unable to double check everyone’s insuranceIt is up to the patient to also know his/her own insurance benefits? The form you signed clearly states, “I understand that the fees listed are ESTIMATES based upon current fees and current known coverage.” ? We file all claims to the insurance company as an added curtesy for our patients.? Patients are always able to call their own insurance to determine their covered benefits if they question our estimate.? All accounts are reviewed quarterly on a corporate level and patients are notified of the balance on the account.? Therefore refunds are posted to all accounts, after they are reviewed as having a credit that is due to themSo you absolutely would have gotten your money back.? Many patients pre-pay on their account for their procedures, so all refunds aren’t just automatically posted right away when they are available.? As far as your insurance payment on your account, while the insurance company cut the check on August 3rd, we did not have the payment posted on the account until August 11th.? I apologize that this money wasn’t refunded sooner.? Furthermore, it is our policy to ensure the procedure is complete prior to any refunds given Which in your case, you received your refund on the exact date that your procedure was completed.? We tried very hard to satisfy you and make sure you were happy with the tooth every step of the way.? The lab we generally use is out of state, however you were not satisfied with the color of the toothAt that point, we offered to re-make the veneer with a local lab, so that you were able to get a custom shade match This is not typical protocol for this procedure.? However, we wanted to offer this for you to ensure your satisfaction.? We apologize that this process took longer than anticipated? ? ? Sincerely, [redacted] ?

Please know that this matter has been resolvedAn adjustment has been made to the account balance of [redacted] The account balance is now zerro dollars and zero centsPlease send confirmation that this matter has been closed as resolved/satisfactory.Regards,Theresa V***Patient Quality Assurance Manager

We ask that this complaint be closed as resolvedThe patient paid the account balance of $on 10/28/17.Thank you

Initial Business Response / [redacted] (1000, 5, 2016/10/06) */ As a courtesy we are writing off the balance on this accountWe are not admitting to any fault, the treatment provided was clinically diagnosed and we stand behind our diagnosisWe strongly suggest to the patient that he be compliant with his dental care and maintain regular and routine visits to prevent any further issuesWe hope this resolves the concernThank you FYI...this patient was seen in Akron Ohio, not sure why the concern is coming from Greensboro

[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: Office manager stated that she did receive all but one email and did not respond to some Patient should have been advised that visiting dr was there and was not Since patient was not advised, office should have accepted payment as if the dr were in network NC is getting this because that is home office apparently-that is where I was directed Office manager ONLY advised that it was precollections-not to be sent to collections-AFTER I paidThis office has underhanded business practices Regards, [redacted] ***

From: Anne R [redacted] [mailto: [redacted] ] Sent: Monday, April 27, 8:AMTo: Kelly MaceSubject: ID# [redacted] Good Morning Kelly,In reference to the concern above, there is no balance on the account Patients insurance paid 3/25/ We do apologize for any inconvenience this may have caused for the patient I have had her removed from any pre-collection efforts and these efforts by no means went towards her credit report.Please let me know if you have any additional questions.Thank you,Anne R***Patient Experience Specialist/Marketing Associate972-755-Office

Initial Business Response / [redacted] (1000, 6, 2015/08/06) */ We would like to apologize for the inconvenience of this situationPlease know that we are doing all we can to resolve and here are our most recent effortsWe called the insurance company and spoke with [redacted] and originally this claim was processed Out Of NetworkThey then caught the error and reprocessed the claimsThey stated they had sent us updated EOB's but we explained to the Repwe never received themwe have corrected the account and there is no balance due from the patientWe have sent [redacted] at FFCC (collection agency) an e-mail to close the account and to remove off the patients credit report if it was reportedWe hope this satisfys the patient and will resolve the concernsthank you Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response because the company is now following their contract with the insurance company and not billing me for an amount that I am not responsible for payingThank youIf Dental Works do not follow through on their response, I will file another complaint to reopen the dispute

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Unfortunately we are unable to offer the whitening solution until we feel the patient is clinically sound for the treatmentThere are some areas of concern and the Doctor has reviewed this with the patientIt would be unethical of her to prescribe something that is not in the best interest of the patient

Initial Business Response / [redacted] (1000, 5, 2014/06/27) */ [redacted] from FFCC spoke to patient and explained the process of removing his accountShe explained that it goes over to the credit bureau once a month [redacted] explained that it could take to days [redacted] also sent a deletion letter to the patient Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of All, FFCC didin't act while I called first timeDespite of mistake on their side, I have to suffer a lot!! As per Transunion, its immediately removed if they receive information from FFCC, they don't take time What does this mean, if the account in collection still shows up, its been more than months, I paid my bills Final Business Response / [redacted] (4000, 11, 2014/07/30) */ On 6/27/ [redacted] spoke to [redacted] with [redacted] to have account removed and a deletion letter was sent to the patient

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it

Why is this complaint coming from Revdex.com of NC when the patient is in Texas?
Here is our response
The adjustments are correct based on the notes and account
reviewThe patient received the checks from delta and cashed them vs paying
the practiceDuring the time the Office Leader was researching the account and
conducting a breakdown, patient was sent to pre-collectionThe Office Leader
let the patient know she would not go to collections as long as she paid the
practice what was inadvertently paid to her vs the practiceThe emails she
states she sent were not received by the practiceAt this point there is not
much else we can do other than extend our apologies again and let her know that
we have implemented some new reporting that helps those at the practice level
catch and address these issues prior to patients being sent to pre-collectWe
have also hired a new doctor and are going forward proud to be in network, we
realize this caused confusion and stress on the patients during the interim
doctorv

Dear *** Thank you for the apology and for clarifying DentalWork's procedures. I believe the misunderstanding started back in June. I was told the coupon for 30% off could only be used on services not covered by insurance (June appt.)I was told the veneer was a cosmetic procedure and it wouldn't be covered by insurance(June appt.) I did not contact my insurance about coverage because I was told it wouldn't be coveredTherefore, I thought someone had checked it for meIf someone would have said they didn't call then I would have done so myself I trusted that you had contacted them I have had other procedures done (fillings) and someone has always contacted my insurance to figure out how much I would need to payThe quote from the form I signed stating “I understand that the fees listed are ESTIMATES based upon current fees and current known coverage.” The current known coverage doesn't imply that you didn't contact the insurance companyAgain, I assumed that it was known that my insurance wouldn't cover the veneer. You told me that you were trying to make this right by giving me a refundYou stated that the insurance had paid for some of the veneer(Which seemed odd because I was told it wouldn't be covered)You made it seem as if DentalWorks was refunding the moneyHowever, the money refunded was the money due to meThat's not making it rightThat's giving me the money that's mine(October appt.) I feel like you lied to meThat's when I contacted the Revdex.com(November). Why is it that you have to hold my money until the procedure is completed? I had to pay the full amount before it was completedDentalWorks had been paid by me on July and by my insurance on Augreceived on AugIt doesn't seem right to have my money for almost monthsIf corporate reviews the accounts quarterly (March, June, September, December?) Then why didn't someone tell me I was getting a refund sooner? I responded below in purple. "We tried very hard to satisfy you and make sure you were happy with the tooth every step of the way The lab we generally use is out of state, however you were not satisfied with the color of the tooth The first tooth did not fit properlyThe second tooth from the out of state lab was the wrong color and DrHenderson was not happy with itI agreed that it was the wrong color At that point, we offered to re-make the veneer with a local lab, so that you were able to get a custom shade matchThis is not typical protocol for this procedure However, we wanted to offer this for you to ensure your satisfaction We apologize that this process took longer than anticipated." It isn't my fault that the procedure took longer than anticipatedIt isn't my fault that the labs couldn't match the colorI shouldn't have had to wait for the refund because the labs couldn't get the fit or color correct for months. I hope that this can help clarify my disappointment with DentalWorks. Sincerely,*** ***

Initial Business Response /* (1000, 8, 2015/04/23) */
We had been sending monthly statements for the $since 11/9/14, I cant answer why the patient had only received oneWe have also communicated to the patient that we were having issues with the insurance company verifying their
insuranceI have our practice contacting the insurance company again today to confirm that they can #1, locate the patient and #2, that they have received the claimWe do apologize for any inconvenience this has caused the patient, however if we cannot file a claim due to the insurance stating they cannot locate the patient, the balance would become patient balance
Thank you
Initial Consumer Rebuttal /* (3000, 10, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept it because they are not truthfulI asked for and didn't receive an itemized statement they agreed to send when speaking with them regarding the collection noticeTo date, I still have not received this statementI personally gave receptionist my insurance login so she could process claim while I WAS in the office in NovemberSo what is the problem here?
Final Business Response /* (4000, 12, 2015/05/06) */
Patient was able to supply us with the information for her insurance, the fee schedulethis is something we can not obtain, it must come from the patientWe have refiled the claim to patients insurancePatient is aware that we needed this information from her and understands now the delay in the claim filingI believe the patient is now satisfied and this concern can be closedThank you
Final Consumer Response /* (4200, 14, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will accept only when I see evidence of claim submitted to insuranceExplained to office, if the claim is days or older, insurance carrier will reject itJust waiting for a notice from my insurance, then I will gladly close this complaint and pay what is due

I apologize for the incorrect response initally. Attached is a letter stating that this is being removed from three credit agenciesI hope this will close this concern, and again my apologies