Eggleston Dental Care

Review: I am not able to select more than one complain type above but I am also complaining for billing and service. This place has given me headaches and toothache...

In short, I've been through hell with this dental office. I do not recommend anyone to go through this...They have the worst customer service ever, it doesn't matter who you want to speak to. It's just [redacted] that answers and she has the worst customer service alone with the office.

I had a crown on 2/15/16 (a temporary one); I was overcharged over $331...I noticed the overcharged on 2/15 and asked why the estimate amount differ so much from my co-pay. I was told that the "crown type" was not covered by the insurance...

On 3/10/16, I went to pick up pain killers, get the bite adjusted (now with the permanent crown). My insurance statement was very different from their invoice...I asked to speak to the billing person, [redacted] said that she was out for the day and that they charged me "a bit" more.

The below is the email I sent to both Dr. [redacted]) & Eggleston Dental on 3/21/16:

"On 3/10/16, I called and asked for Dr. [redacted] to call me back...to this date, she has not called me back...

I am really tired of the bad customer service and service in general. My tooth still in pain (sensitive) that sometimes the pain goes to the bone - nerves.

But asking for an estimate will mean that I will be overcharged, my insurance will receive a different invoice than mine, and I have to find out about it by myself after a month.

Then when I asked the receptionist, she diminished the problem by treating me like it's nothing "we just charged you a BIT more..."

Over $330 overcharge is not a bit...

It is all so inconvenient...it's not one thing but everything. I'm tired of this place. The lack of professionalism and following up.

I asked to speak to Dr. [redacted] because I want to know what the heck happen...receptionist said that Dr. [redacted] has nothing to do with the overcharge. That's her opinion.

I asked to speak to Dr. [redacted] and I am so disappointed and angry that my crown service caused me my nerve to be exposed that I get in pain."

No response to this date. I finally got my reimburse overpaid check (2 months after my insurance paid them)...And it is short $100.

I asked them to fix that and it's probably going to take another 2 months. I asked to speak with billing and this time, I was told that it was Dr. [redacted]'s. The opposite what she told me on 3/10/16, "Dr. [redacted] has nothing to do with this." Just like then, I asked to speak with whoever is in charge...[redacted] is! she does not forward any calls or messages or anything and gives information very conveniently shifting everything.

The sad part, it's that I used to go to Dr. [redacted] for customer service and service. Now, it's all impersonal and ALL business.Desired Settlement: I wish I had never gone there and that someone had advise me not to go there.

Business

Response:

IT IS UNFORTUNATE THIS PATIENT IS THIS UP-SET...... TO MAKE A LONG STORY SHORT, WE GAVE HER A TREATMENT PLAN PRIOR TO KNOWING WHAT HER INSURANCE WAS (WITH OUT) INSURANCE COVERAGE. ONCE WE FOUND OUT HER INSURANCE WE SUBMITTED THE CLAIM FOR COVERAGE. HER INSURANCE PAID AND ONCE THEY PAID WE MADE SEVERAL ATTEMPTS TO GET A HOLD OF HER TO VERIFY HER ADDRESS DUE TO SHE MADE COMMENTS HER ADDRESS IS DIFFERENT THAT SHE LISTED, ONCE WE WERE ABLE TO GET THE CORRECT ADDRESS WE SENT HER THE REFUND, WHICH HAD THE DATE FROM AT LEAST A MONTH PRIOR ON IT. THE PATIENT CALLED OUR OFFICE YELLING AT ONE OF THE FRONT OFFICE LADIES, WE TOLD HER TO HOLD FOR A MOMENT WHILE WE LOOKED UP THE EOB TO SEE WHAT HER INSURANCE HAD PAID AND TO HELP ANSWER ANY QUESTIONS. WHEN WE RETURNED TO THE PHONE SHE HAD HUNG UP. WE THEN CALLED HER RIGHT BACK AND WERE SENT TO HER VOICEMAIL. SHE STILL HAS NOT RETURNED OUR CALL AS OF YET.

Consumer

Response:

I am rejecting this response because:Let me give you a background and break it down for you:So, now you are saying you charged me like I did not have insurance?· Why did you do that without notifying me? You had my insurance information. And the reason I got from [redacted] on 2/15/16 about the overcharge was that my insurance did not cover the crown type. So, you knew I had insurance!!!· I went back to [redacted] on November 2015o I filled out my personal info (contact information & insurance name) then I. On 2/15/16, at Eggleston Dental, I filled out same information again, again, my insurance name. 1. My permanent mailing address has been the same since my first time at [redacted] back on 2007. I never said my address was different than what I listed!!!What I said on 3/10/16 when [redacted] said for me to go pick up the check to the office, I said I work 2 hours away from Turlock. And you are saying that right after the insurance paid, you tried to contact me???? When???b. According to the invoice I got yesterday, 4/18/16, along with the $238.20 check, my insurance, [redacted] paid on 2/29/16 $652 to you. I. I never got a notice from you about my overcharge.1. I brought it up on 3/10/16, after confirming with [redacted] Insurance that all the treatment service on 2/15/16 was covered by my insurance and that I was supposed to be charged $163 co-pay and not $501.20 ($338.20 overcharged!). a. [redacted] told me that “just a bit more” you guys charged me. And diminished my problem…She gave me a hard time about it and really bad customer service…no help at all. Like it was nothing. I called twice on 3/10, the first time, to have Dr. [redacted] call me back. Then the 2nd time, I called later to have my check ready that day but she said there was no back-up for the billing person… and that Dr. [redacted] had nothing to do with it!!! I. Your first attempt to contact me was on 3/14/16, then on 3/22, the voice messages said to call them back. Nothing else.1. I asked to speak to Dr. [redacted], that’s who I asked to talk to (I felt mistreated and did not trust anyone).a. I asked for this request on 3/10/16 ii. Then on 4/4/16, the voice message said that my check was waiting in the office.Now, I called on 4/18, and not yelling at [redacted], the only contact person you have. · I asked to speak to someone in the billing department.o [redacted] gave me a hard time and never transferred me to anyone.§ She said that it was Dr. [redacted]’s, that’s when I got frustrated and told her why she had told me on 3/10, in one of my calls that “Dr. [redacted] has nothing to do with this” in regards to the office billing error. Why the switching of statements???· There is NO we, in your office. I never got any help from anyone else, I never got to speak to Dr. [redacted] as I requested, nor did I get to talk to the billing department ever.You are saying that I was asked to be on hold?· I was not asked to be placed on hold. [redacted] cut me off twice by putting me on hold without my consent…she went on saying that my check was delivered and pushing me to stop talking like she was right and I had no right to call on another error… I was very patient but she took forever and my request to speak to an expert about my problem was never granted.

Business

Response:

ATTACHED IS HER SIGNED TREATMENT PLAN SHE SIGNED PRIOR TO TREATMENT. PATIENT WAS AWARE OF THE TREATMENT PRIOR TO HAVING IT DONE AND IT ALSO STATES IT IS AN ESTIMATE ONLY, NOT A GUARANTEE OF PAYMENT.

Business

Response:

We did not submit the Porcelain Material Upgrade fee due to it is not a covered Benefit with [redacted].

Consumer

Response:

I am rejecting this response because: I was never given the option of choosing what my dental insurance covered, what it didn't cover and what this entitle in terms of crown type. After the procedure, I was told that $100 were because that type of crown was not covered by my insurance but it was never run by me before making the decision of the type of crown.