DentalWorks

Very commercial doctor attend more than one person at a time leaving you on your seat with mouth open and very uncomfortableI decided to leave my treatment halfway as I couldn't take their attitude toward patients anymore

I had gone to them years ago with no issues, however my insurance change so I had find another dentistWent back today because again my insurance change and the dentist I was seeing no longer takes my itSo I went in due to a piece of my tooth broke off and need to be filed down When the dentist came in he was rude, disrespectful,and unhelpfulHe kept telling me that my teeth were terrible and that I would need teeth pull due to my lack of careHe asked me why I didn't take care of this and my reply was money and insurance After he file the tooth down, he asked me what I wanted to do next? Well isn't that his job to tell me what needs to be taken care of first? Needless to say was I was very upset, humiliated, and disrespected

I did not receive clarification if they are cashing the $check I mailed to them last weekendI received a voicemail message indicating the remaining balance is being written off but
would like clarification and a final written statement confirming whether they are taking my $check and cashing it or not as well as confirmation in writing of $balanceThank you
Regards,
*** ***

Im in tearsIve had rhe worst experience ever at this locationWhat started out as a routine root canal has turned into months of back and forth and it still hasnt been completedI will be filing a complaint with the dental board

Initial Business Response /* (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 /* (1000, 5, 2016/08/25) */
In review of the account, the initial issues were we were not given the correct subscriber information for the patients insurancesWe are now pending secondary insurance for 6/dates of service for three patientsPatient had been
receiving statements per our system until 5/8/16, that is when collection efforts were started6/24/is when we were unable to verify secondary insurance again because we didnt have the correct subscriber information and relayed that information to the patient, they needed to contact their HR and have the name correctly on the insurance policyI suggest the patient watch for Explanation of Benefits to be sent to her for the 6/dates of service for family members, patients receive this information before we receive paymentOnce we receive secondary payments (if any) we will have a true patient balance/credit on accountWhen a patient has a Primary and Secondary insurance the processing time can be anywhere from 8-weeks, depending on the response from Primary insuranceWe do apologize for the inconvenience of this and have placed a hold on any collection effortsOnce the account is rectified and at a zero balance we will remove any credit reporting that may appear on patients credit reportThank you
Initial Consumer Rebuttal /* (3000, 7, 2016/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"We were not given the correct subscriber information for the patients insurances"? What is that all about? I answered every single question they had! Worst case scenario, they have my phone number on fileWhy was I never called to inquire about my subscriber's information? Yes, I had been receiving statements as they say, but as I originally stated, every time I called their office, they said to ignore those statements.....they were not accurate since payment from the insurance companies were still pendingIf on 6-24-they were unable to verify my secondary insurance again, as they say, why was I not informed? I had been to their office the day before!!! Instead, I was told I didn't owe anythingOur HR departments have all our names correctWe have had two health insurances for almost years and have NEVER faced anything similar to thisThey were the ones to have our names wrong and messed things upNot only their billing department needs to be fixed, but their counter service employees need to be trained better

I am rejecting this response because: I shouldn’t have had to pay it, I just paid it before it went to collectionsI want to be reimbursed for it

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,*** ***

Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI Phone: (414)847-| Fax: (414)302- Regarding Customer: David M*** *** ** *** **
*** ** *** In response to the complaint ID ***: On Wednesday, November 16,
2016, MrDavid *** called the office, very upset about a bill he receivedMr*** was insisting that the office charged out the wrong codes for his services performed on October, 10, Patient was demanding that the office manager change the codes and resubmit the claim to insurance for further benefit paymentMr*** didn't feel he should be responsible for the bill since he states it was an office error and the office gave him an inaccurate estimate Manager explained to Mr*** that he was given an estimate based off of the limited information that our third party insurance verification team receives from the insuranceExplained to patient that we do our best to give an estimate, but ultimately the insurance makes no guarantee or promise of payment until a claim is received and processed The manager reminded Mr*** that he signed the estimate stating he understood it is an estimate and he would be responsible for any portion not covered by the insurance companyUpon presenting the estimate to Mr*** on October 10th, the insurance information on file at that time stated that the benefit for the type of services the patient needed was 80%The office collected the 20% copay from the patient at the time of serviceAfter the insurance claim was submitted, received and processed, the insurance covered at 50% (instead of 80%) stating that the specific codes used fall under a separate category, which is covered at a lower rate on his particular plan Patient was not satisfied with this explanation and asked to speak with the manger's supervisor or someone at the home officePatient was given the phone number to Anne ***, head of our patient concerns departmentPatient continued to insist on a number to call the manager's supervisor (Vince ***) directlyPatient was told that we do not give out those numbers and neither Vince, nor our executive team, accept calls directly from patientsHe was again given the number for our patient concerns department and told that he may call that number and speak with Anne, who would certainly be happy to help him or would direct him accordingly Patient then asked that the manager, Heather, read his chart and tell him if the correct codes were usedHeather explained that she would need to speak with the doctor directly and she would certainly double check with the doctor that the accurate codes, for the services provided, were accurate On Friday, November 18th, the treating dentist was consultedThe treating dentist reviewed the patient chart and radiographs and she confirmed that the codes charged out, and sent to the insurance, were accurate codes that matched the services performed Patient stated that his insurance told him that the office used the wrong codesIn the manager’s experience working with dental insurance processing, she observes that insurances will deny benefits when the wrong codes are usedTherefore, if the codes used were incorrect, the insurance would have denied benefits completelyThe patients insurance plan was provided with the x-rays and information needed to process the claimBy paying the benefit on that claim, insurance agreed that the coding used for the services provided was accurate Vince ***, Director of Market Operations, did contact patient by phone on Friday, November 18th Patient Experience Department Anne *** Patient Relations Manager ***

***
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,
*** ***
*** ***?

Initial Business Response /* (1000, 5, 2015/07/13) */
Unfortunately we are unable to offer the whitening solution until we feel the patient is clinically sound for the treatment. There are some areas of concern and the Doctor has reviewed this with the patient. It would be unethical of her to...

prescribe something that is not in the best interest of the patient.

Dr. Best was absolutely great! I had really bad anxiety, and he patiently talked me through the whole process, and reassured me he was going to take great care of me..

We ask that this complaint be closed as resolved. The patient paid the account balance of $41.60 on 10/28/17.Thank you.

Initial Business Response /* (1000, 6, 2015/08/06) */
We would like to apologize for the inconvenience of this situation. Please know that we are doing all we can to resolve and here are our most recent efforts. We called the insurance company and spoke with [redacted] and originally this claim was...

processed Out Of Network. They then caught the error and reprocessed the claims. They stated they had sent us updated EOB's but we explained to the Rep. we never received them. we have corrected the account and there is no balance due from the patient. We 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 reported. We hope this satisfys the patient and will resolve the concerns. thank you.
Initial Consumer Rebuttal /* (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 paying. Thank you. If Dental Works do not follow through on their response, I will file another complaint to reopen the dispute.

We attempted to contact the patient 2/5/16 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

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

Initial Business Response /* (1000, 5, 2016/05/26) */
We were informed from [redacted] insurance that patient needs to contact them. They 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 response. If 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 report. This is false information. The balance date says 11/27/14 amount showing $181. I have attached this portion of my credit report to this response.
This is an error on their part & must be rectified immediately.
Regards,
[redacted]

From: Anne R[redacted] [mailto:[redacted]] Sent: Monday, April 27, 2015 8:56 AMTo: Kelly MaceSubject: ID# [redacted] [redacted]Good Morning Kelly,In reference to the concern above, there is no balance on the account.  Patients insurance...

paid 3/25/15.  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[redacted]Patient Experience Specialist/Marketing Associate972-755-0825 Office

Mr. [redacted]'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 accepted. When 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 system. On the the 20th after we made his appointment the patient called us around lunch time and provided us with his dental insurance information. We tried to contact his dental insurance on numerous occasions but they were not able to find the patient in their system. The patient then came in for his 2:00 PM appointment. The patient did arrive to his appointment at the appropriate time. We 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 issues. After 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 benefits. This was now 40 minutes into his appointment. I made sure that I got him back right away (even prior to getting his full benefit breakdown) to ensure that he was seen right away. Our 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 office. If 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 40 minutes into his appointment I could not assure him that he would receive his cleaning today. I 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 cleaning. I 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 end. After 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 normal due to the fact that he had not been to the dentist in a long time and had a lot of build up. I 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 today. Due to the time we would not be able to complete his cleaning for him on the same day. I 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 him. He 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 exam. The 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 me. I promptly called the patient once I got back in the office and spoke with him. He explained that he felt it did not take 40 minutes for us to get his insurance information, that it only took 10 minutes. I explained to him that I worked very closely with my staff on his insurance and appointment. I explained the issues we had with his insurance. I 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 Exams. I explained to him that we cannot diagnose or do any treatment without having X-Rays or doing an Exam. He 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 long. He was very pleased that I called him and reviewed all of this with him. The patient ended up scheduling for his cleaning in our office for today, April 26th, 2017 at 10:45 AM which he did not show up for. I 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.