Dr. Stephen J. Menke

Complaint: [redacted] I am rejecting this response because:I was directly lied toI was told my cleaning would take an hourIt would cost $including X-RaysMy teeth were cleaned for around minutesThis was "only" after I was told there wasn't time for a cleaning because the hygienist had another appointmentIf you didn't have the hour needed for the cleaning you shouldn't have made the appointmentEven though my teeth were only cleaned for minutes I was still charged the full hourly rateYou took $off my my bill because I was given additional X-Rays that I did not ask forI did not want any X-Rays to begin withI called for a cleaningI was not given a full cleaning I would have never came in a million years if you told me the cleaning was going to cost $plus.This is the first time EVER that I've had a dentist look at my teeth prior to a cleaningIs that practice? Sounds more like you hoped to find problems so you could schedule additional appointments and had no intention on cleaning my teeth"Which is what I called for and was not given." It's 100% bait and switchWhy was I scheduled for a cleaning when my hygienist said prior to any cleaning that "she didn't have time for a cleaning because she had another appointment?"Do you consider minutes of cleaning a full cleaning? Was I not charged for a full cleaning? If you're telling me I was "only" charged for minutes then I can accept thatIt's the minutes that my teeth weren't being cleaned that I have a problem with Sincerely, [redacted]

This note is in response to the complaint received and filed with the Revdex.com (Revdex.com) dated March In the interest of protecting all patients' right to privacy, guaranteed under HIPAA, I am unable to discuss specific details concerning diagnosis, treatment, or preventive care with anyone other than the patient or an assigned person representing the patient As such, I will not be able to directly respond to some items found in the customer's statement of the problem I can however address other key complaints.There are three foundational issues found within the customer's statement of the problem First, the fee quoted was for a specific procedure, given to the customer after a brief initial telephone discussion with our reception staff To be sure, it is difficult to accurately access what procedure will ultimately be required prior to an in-person examination with a trained professional Unfortunately, the previously quoted fee and procedure involved was assessed to be inadequate, thus requiring a different procedure to effectively treat the condition and ensure the finest oral healthcare.Second, the standard of care in dentistry dictates that x-rays older than one year no longer have any useful diagnostic quality In order to provide the best possible diagnosis for our patients' health and wellbeing, current x-rays are necessary Far from a "scam," x-rays are critical for discovering potentially serious dental issues Moreover, x-rays allow a dentist to determine the composition of a patient's oral cavity, enabling high-quality care Simply foregoing x-rays, particularly after a lengthy period of time since the patient has last been received, would constitute gross negligence.Finally, it is clear that some confusion occurred over the required treatment It is my professional opinion, based on twenty-nine years of experience, that the previously quoted procedure would not accomplish the patient's oral health goals Simply conducting the procedure asked for by the patient would have been unprofessional, unethical, and outside the standard of care upheld by this office To be sure, due to the apparent miscommunication over the needed treatment (i.ethat the fee and time commitment for the proper treatment exceeded that of the original quoted procedure) our office reduced the patient's fee by 20% This and the need for a follappointment was aptly and repeatedly explained by my office.Our patients' oral health is of the upmost importance to my staff and I Since 1989, our office has made every effort to provide exceptional oral healthcare to the best of our ability We sincerely apologize for any miscommunication or misperception that may have occurred This incident will be thoroughly reviewed by our office to better enhance our ability to serve our patients

This note is in response to the complaint received and filed with the Revdex.com (Revdex.com) dated March 2018. In the interest of protecting all patients' right to privacy, guaranteed under HIPAA, I am unable to discuss specific details concerning diagnosis, treatment, or preventive
care with anyone other than the patient or an assigned person representing the patient. As such, I will not be able to directly respond to some items found in the customer's statement of the problem. I can however address other key complaints.There are three foundational issues found within the customer's statement of the problem. First, the fee quoted was for a specific procedure, given to the customer after a brief initial telephone discussion with our reception staff. To be sure, it is difficult to accurately access what procedure will ultimately be required prior to an in-person examination with a trained professional. Unfortunately, the previously quoted fee and procedure involved was assessed to be inadequate, thus requiring a different procedure to effectively treat the condition and ensure the finest oral healthcare.Second, the standard of care in dentistry dictates that x-rays older than one year no longer have any useful diagnostic quality. In order to provide the best possible diagnosis for our patients' health and wellbeing, current x-rays are necessary. Far from a "scam," x-rays are critical for discovering potentially serious dental issues. Moreover, x-rays allow a dentist to determine the composition of a patient's oral cavity, enabling high-quality care. Simply foregoing x-rays, particularly after a lengthy period of time since the patient has last been received, would constitute gross negligence.Finally, it is clear that some confusion occurred over the required treatment. It is my professional opinion, based on twenty-nine years of experience, that the previously quoted procedure would not accomplish the patient's oral health goals. Simply conducting the procedure asked for by the patient would have been unprofessional, unethical, and outside the standard of care upheld by this office. To be sure, due to the apparent miscommunication over the needed treatment (i.ethat the fee and time commitment for the proper treatment exceeded that of the original quoted procedure) our office reduced the patient's fee by 20%. This and the need for a follappointment was aptly and repeatedly explained by my office.Our patients' oral health is of the upmost importance to my staff and I. Since 1989, our office has made every effort to provide exceptional oral healthcare to the best of our ability. We sincerely apologize for any miscommunication or misperception that may have occurred. This incident will be thoroughly reviewed by our office to better enhance our ability to serve our patients.

Complaint: ***
I am rejecting this response because:I was directly lied toI was told my cleaning would take an hourIt would cost $including X-RaysMy teeth were cleaned for around minutesThis was "only" after I was told there wasn't time for a cleaning because the hygienist had another appointmentIf you didn't have the hour needed for the cleaning you shouldn't have made the appointmentEven though my teeth were only cleaned for minutes I was still charged the full hourly rateYou took $off my my bill because I was given additional X-Rays that I did not ask forI did not want any X-Rays to begin withI called for a cleaningI was not given a full cleaning.? I would have never came in a million years if you told me the cleaning was going to cost $plus.This is the first time EVER that I've had a dentist look at my teeth prior to a cleaningIs that practice? Sounds more like you hoped to find problems so you could schedule additional appointments and had no intention on cleaning my teeth"Which is what I called for and was not given." It's 100% bait and switch.? Why was I scheduled for a cleaning when my hygienist said prior to any cleaning that "she didn't have time for a cleaning because she had another appointment?"Do you consider minutes of cleaning a full cleaning? Was I not charged for a full cleaning? If you're telling me I was "only" charged for minutes then I can accept thatIt's the minutes that my teeth weren't being cleaned that I have a problem with.? ? Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:I was directly lied to. I was told my cleaning would take an hour. It would cost $180 including X-Rays. My teeth were cleaned for around 20 minutes. This was "only" after I was told there wasn't time for a cleaning because the hygienist had another appointment. If you didn't have the hour needed for the cleaning you shouldn't have made the appointment. Even though my teeth were only cleaned for 20 minutes I was still charged the full hourly rate. You took $50 off my my bill because I was given additional X-Rays that I did not ask for. I did not want any X-Rays to begin with. I called for a cleaning. I was not given a full cleaning.  I would have never came in a million years if you told me the cleaning was going to cost $300 plus.This is the first time EVER that I've had a dentist look at my teeth prior to a cleaning. Is that normal practice? Sounds more like you hoped to find problems so you could schedule additional appointments and had no intention on cleaning my teeth. "Which is what I called for and was not given." It's 100% bait and switch. Why was I scheduled for a cleaning when my hygienist said prior to any cleaning that "she didn't have time for a cleaning because she had another appointment?"Do you consider 20 minutes of cleaning a full cleaning? Was I not charged for a full cleaning? If you're telling me I was "only" charged for 20 minutes then I can accept that. It's the 40 minutes that my teeth weren't being cleaned that I have a problem with.  Sincerely,
[redacted]

This note is in response to the complaint received and filed with the Revdex.com (Revdex.com) dated 26 March 2018.  In the interest of protecting all patients' right to privacy, guaranteed under HIPAA, I am unable to discuss specific details concerning diagnosis, treatment, or preventive...

care with anyone other than the patient or an assigned person representing the patient.  As such, I will not be able to directly respond to some items found in the customer's statement of the problem.  I can however address other key complaints.There are three foundational issues found within the customer's statement of the problem.  First, the fee quoted was for a specific procedure, given to the customer after a brief initial telephone discussion with our reception staff.  To be sure, it is difficult to accurately access what procedure will ultimately be required prior to an in-person examination with a trained professional.  Unfortunately, the previously quoted fee and procedure involved was assessed to be inadequate, thus requiring a different procedure to effectively treat the condition and ensure the finest oral healthcare.Second, the standard of care in dentistry dictates that x-rays older than one year no longer have any useful diagnostic quality.  In order to provide the best possible diagnosis for our patients' health and wellbeing, current x-rays are necessary.  Far from a "scam," x-rays are critical for discovering potentially serious dental issues.  Moreover, x-rays allow a dentist to determine the composition of a patient's oral cavity, enabling high-quality care.  Simply foregoing x-rays, particularly after a lengthy period of time since the patient has last been received, would constitute gross negligence.Finally, it is clear that some confusion occurred over the required treatment.  It is my professional opinion, based on twenty-nine years of experience, that the previously quoted procedure would not accomplish the patient's oral health goals.  Simply conducting the procedure asked for by the patient would have been unprofessional, unethical, and outside the standard of care upheld by this office.  To be sure, due to the apparent miscommunication over the needed treatment (i.e. that the fee and time commitment for the proper treatment exceeded that of the original quoted procedure) our office reduced the patient's fee by 20%.  This and the need for a follow-up appointment was aptly and repeatedly explained by my office.Our patients' oral health is of the upmost importance to my staff and I.  Since 1989, our office has made every effort to provide exceptional oral healthcare to the best of our ability.  We sincerely apologize for any miscommunication or misperception that may have occurred.  This incident will be thoroughly reviewed by our office to better enhance our ability to serve our patients.