Fair Oaks Dental Care

May 18, 2015Dear [redacted] ***,Per your request, I am writing this letter to state our office positionThis complaint stems from [redacted] , our patient and the complainant in this caseAfter reading the customer's statement of complaints with our office, I would like to respond with the following description of eventsThere are two separate issues that this complaint is regarding and rather than address them together as the outcome statement it may be better explained to address them separatelyThe first issue is the [redacted] treatment, and the second being the abutment and crown[redacted] did in fact come to our office on May 13, for [redacted] treatment by way of a promotion via [redacted] She did not purchase the promotion prior to coming in for her [redacted] consultation; therefore, she was under no obligation to purchase this promotion if she did not wish to abide by the terms stated in [redacted] Promotion agreement (see Exhibit 1)This promotion was for a discount on [redacted] treatmentAll patients who have responded or purchased this promotion were informed verbally and in a written agreement that if patient proceeds with the start of [redacted] treatment (taking impression, photos, x-rays, and proceeding with treatment planning), then there will be no refund from that point in exchange for this promotional priceThe terms state that patient will pay upfront in order to receive a promotional discountThe terms also required a patient to be compliant with [redacted] treatmentAfter starting [redacted] treatment on May 31, 2013, patient abandoned her compliance requirement and did not come back to our office until a year later (September 12, 2014)Although patient's compliance failure and abandonment have caused additional expenses (new impressions, new treatment plannings, and new photos had to be performed again) [unreadable] agreed to continue the [redacted] treatment at the promotional price plus the cost for new impressions and treatment planningOur office could have simply responded to [redacted] that she had abandoned her treatment and she has forfeited her right's to continue [redacted] at a promotional price; however, we honored the promotional price by giving an exception and courtesy to ***However she was also informed that any further delay or abandonment of treatment in the future would forfeit any funds paid for treatmentWe extended this one time courtesy and by now, [redacted] should have finished her [redacted] treatmentBut due to her multiple requests to perform other dental procedures (DrJ [redacted] informed the complainant that those additional dental services can be performed after [redacted] treatment), patient's [redacted] treatment case has not progressed further [redacted] did not wish to follow DrJ**'s advice to do the additional dental procedures after she finishes her [redacted] treatment simply because she wanted to use insurance benefitsPatient did not wish to proceed with her [redacted] procedure based on doctor's recommendationInstead, patient wanted to proceed with her treatment based on her insurance benefitsPatient wanted to use up her insurance benefits to do other dental procedures that were not related to [redacted] Our office did not solicit “cross-sold services"After taking x-rays on the day we started [redacted] treatment on May 31, 2013, DrJ [redacted] noticed two tooth had visible cavities shown on the x-rayDrJ [redacted] informed patient to take care of these issues while he worked on [redacted] treatment planningPatient was supposed to go back to her dentist and get the fillings replacedPatient informed our office that she will take care of these fillings by July of since that's when her new insurance benefit will start again (patient had previously used up her insurance benefit from another dentist's office)Patient never returned or contacted our office till September of (more than one year later)When patient returned, it appeared that patient had came back with a root canal treatment on one of the teeth that was previously recommended to be taken care with fillings before [redacted] treatment can be proceeded forwardDrJ [redacted] informed patient that he did not think that tooth needed a root canal treatment since it did not have any symptoms or signs that would require a root canal treatmentPatient mentioned to our office that her dentist recommended also doing a root canal on the second toothWhen DrJ [redacted] told her that she may be able to avoid the root canal treatment if her dentist carefully removes old filling and recurrent decay, [redacted] requested DrJ [redacted] to take over the treatment from her dentist [redacted] did not choose our office because we offered a lower price for her other dental servicesThis claim contradicts what we lave informed her in regards to her insuranceWe informed her that we are in the network and our price will be same as other [redacted] in-network dentistsOur price is not “cheaper” than other in-network dentistsPatient chose our office because DrJ [redacted] gave her honest opinions about her dental needs [redacted] had gone to a dental office where her general dentist had a brother who works together as an endodontistAt the other office, they have assumed both of the tooth needed a root canal treatment without actually removing the cavity first and see if cavity has extended to the nerve of the toothBecause DrJ [redacted] was willing to spend the necessary time to give a chance for tooth to be restored without aggressively treating with a root canal treatment, [redacted] requested DrJ [redacted] to do other dental proceduresIn regards to her implant crown #restoration, DrJ [redacted] advised against doing the implant crown before [redacted] treatment is finishedHe informed the [redacted] that it's not an ideal solution to put implant crown before [redacted] treatment can position other adjacent teeth into a correct positionDrJ [redacted] informed [redacted] that it's more difficult to do [redacted] after an implant crown placementHowever because she wanted to use her insurance benefit (she stated that she may not continue working for the same company and again wanted to use up her insurance benefit), she requested to do implant crown restoration before [redacted] treatment was finishedDrJ [redacted] made it clear that her implant was placed too far away from where it should have been ideally placed (DrJ [redacted] did not place the implant body on ***)So prior to making the implant crown, DrJ [redacted] informed the complainant about two options to design the implant crownFirst option is to design with gaps on both side of the crown where the crown has no contact due to where the surgeon placed the implantSecond option is to close the gap on one side but it will make the crown look wide and may load more pressure onto the side where the gap is closedPatient was made aware this second option may cause off-balance torque to the crownPatient chose to proceed with second option to close the gap on one side to improve her esthetics.In response to the complaint that our office did not ask questions in regards to implant body or contact the previous dentist who placed the implant body, this is not accurateOn 02/11/ [redacted] was in our office, during this time she contacted the previous dentist in front of DrJ [redacted] and was able to obtain pertinent information regarding the implant bodyThe information obtained included but was not limited to the following: placement date (02/01/2013), implant size (mm, x mm), and the manufacturer information (***)More specifically her reason for calling herself rather then having our staff call was due to the fact she was also wanted to obtain pricing information and did not want to inform the office at that time, she would not be coming back to finish the workWhen she received the pricing information, it was comparable to our office's priceAfter receiving this information and with the pricing being similar, [redacted] decided to move forward and have our office restore her implant crownOn 02/23/2015, [redacted] came into our office to start the process for the new implant crown and followed by returning to our office on 03/10/for the placement of the implant crown at which time DrJ [redacted] again explained that the crown had been built up more on the distal surface to close the gap between tooth #and #per the patient's original request [redacted] left our office after scheduling an appointment for 03/10/to come in and continue with her [redacted] treatmentOn 03/18/before taking new impressions for [redacted] , DrJ [redacted] spoke with [redacted] about the implant and how it was feeling During this conversation [redacted] mentioned that the crown felt different from other crowns in her mouth but can chew normally with any discomfortShe stated that there it felt odd when she pushed on the implant with her fingerDrJ [redacted] double checked her bite to be assured that there was no issue with the crown bite being incorrectAs well, x-rays were reviewed that showed no gap and a good fit***'s reasoning of "the law of physics" will cause the implant to fall out is grossly exaggeratedIt was once again explained to her that the crown was built up more on the distal side due to her request to attempt to close a gap between teeth, rather then have a crown placed centrally on the implant (it was placed too far from the adjacent tooth by her previous dentist) which would have left gaps on both sidesFor that reason, DrJ [redacted] recommended to [redacted] the day of the implant crown cementation to see if she experiences any discomfort when she chews her mealsWe gave [redacted] same post operative instruction of not to chew directly for the first to hours of the cementation; otherwise, crown cementation may not set properly if patient chews right away on the day of the cementationOur office did not inform [redacted] that her crown will come out due to the stress from “the law of physics"We never suggested that her crown will most likely come out and she would need to spit out and bring it to usImplant crown is held by an implant screwed abutment that does not come off so easily [redacted] was reminded of this conversation from back in February regarding different options of the crown design and possible off balance effect if crown is loaded to more one side to close the gapSince [redacted] stated that she had no issue will chewing but implant feels "odd" (I remember her saying the following: “I can chew with no problems but it feels like something is thereIt just feels different from my other crown teeth.")Since there was no pain but [redacted] mentioned "strange" and "odd" sensation, DrJ [redacted] then suggested that she give it a week and see if this "odd" sensation got any better [redacted] was advised to call our office once she had decided on how she would like to proceed.On 03/24/***, had called to reschedule an appointmentI asked her how she felt about the crownShe told me that she was feeling fine and has no problem with a chewing; however, she was unable to notice any changes in “strange" sensation with the crown and felt that it would be best to the crown allowing the spacing on either sideAgain she denied any pain or inability to chew or eatA few days later on 03/30/ [redacted] called back stated that the “strange" feeling was resolved nowHer biting and chewing remained normalThere was no longer a strange feeling and she couldn't even tell the implant was thereShe let me know that she was ready to continue with her [redacted] treatment On 04/11/ [redacted] came into our office for an emergency Saturday appointmentThis appointment was due to a completely separate issueTooth #(opposite side from the implant crown) was giving [redacted] a pressure discomfortAfter the exam and x-ray, DrJ [redacted] discussed with [redacted] that the root canal done on this tooth may have failed and would require root canal retreatmentThere was an open crown margin, meaning the crown did not have a good fit, allowing bacteria to get underneath and possibly cause the discomfort [redacted] was experiencing on root canal tooth #DrJ [redacted] told [redacted] that she should speak with an endodontist that treated that tooth the first time (years earlier)Pallative treatment was preformed to help relieve a gum inflammationAt this point In time, a discussion took place about tooth #the implant crown In question [redacted] went back and forth questioning whether or not the same thing could happen to her implant crown #as it just happened to her root canal crown #DrJ [redacted] explained to [redacted] that implant crown has a better prognosis than a root canal crownIf her implant was going to fail, it would most likely be implant screw getting loose overtime due to chewing forceIn ***'s case, screw may loosen quicker than other implant crowns due to gap the correctionThis comment heightened ***'s fear for future issues [redacted] once again changed her mind and expressed that maybe she should redesign the crown to avoid future problemsIt was explained to her that should she choose to have the crown redone it would be an additional costDrJ [redacted] informed *** that he would not charge the entire amount for a new crown but discount the rate to approximately $to cover material and lab costsAt this point in time [redacted] agreed to have the old crown removed and replace it at an additional costThe reason being was to prevent any issues in the future, not because of having a current pain or discomfort with the implant crownOn 04/16/ [redacted] once again returned to our officeThe patient reported no pain and wished to proceed without any anesthesia in the removal of the implant crownShe was advised that the old crown and abutment may not be salvageable It was explain that the implant crown was permanently attached to the implant abutment and that removing it at this point may be difficult and would require cutting into the crown and part of the implant abutmentAgain [redacted] wished to proceedShe tolerated the removal of the crown well with no discomfort (even though she didn't have any anesthesia to mask any possible pain)When removing the crown, it broke into piecesPatient was shown the broke piecesUnfortunately, the abutment was destroyed to a point where it couldn't be used again for a new implant crownA healing cap was placed on the implant, [redacted] made mention of a pinching feeling while the healing cap was being screwed on; however, she stated that pain disappeared once her implant healing cap was completely screwed onAfter the procedure and upon checking out, [redacted] became upset with the price of the replacement As previously discussed, l informed [redacted] that the lab bill for the new design crown would only be $300; however, I informed her that we would need to fabricate a new abutment since we cannot use the one that was removed from her mouthThe possibility of needing a new implant abutment was discussed prior to the removal of the implant crownThe abutment was charged at $I explained to [redacted] that there was a year replacement clause under the insurance, and the crown would not cover a second timeI also explained to [redacted] the abutment is not covered under her policy at allIt was always be her full responsibility as it's a non-covered benefit and billable per the policy contract to the patientThis would bring the total for the new redesign implant crown fee to $ [redacted] was upset and it who determined that there was a misunderstanding, [redacted] explained that she did not realize that the abutment would also be chargedAgain, it was explain that it couldn't be used again since it was damaged during the removal of her implant crown and that it was explained prior to removal of the implant crown that it was a possible riskAlthough [redacted] was upset in the beginning, she paid 1/of the total estimated co-payment and made her appointment to come back to finish the implant crownI did let [redacted] know that I would contact her insurance and verify to see if there would be alternate coverage for a new crownI let her know that I would discuss with DrJ [redacted] about the misunderstanding, and see what if any options were availablewas able to contact the insurance and spoke with [redacted] representative named ***I explained the situation to herShe advised that since it wasn't a fit issue or a structural issue with the crown the patient would be responsible for the new implant crown We discussed the year replacement ruleWith this insurance plan, a crown is only covered once every yearsThe implant crown is under a month "warranty" which would only apply if the patient was in pain or there was something wrong with the way the crown was madeIt wouldn't apply in this case since the patient had made no mention of pain and the crown was made to the original specifications givenI was further inform once again that the abutment is not a covered benefit under the policy and is solely billable to the patientI spoke with DrJ [redacted] and let him know this was the caseEven though we could have charged for the full crown replacement, and gave courtesy offer to only charge $300, DrJ [redacted] also agreed to discount additional $fee to help with this misunderstandingI called [redacted] back and let her know what I was able to find outAlthough she was still upset she showed appreciation for the additional $discountShe asked if it would help if she contacted the insurance companyI told her she certainly could; however, this was the way her policy was writtenAfter this point, I received a message from [redacted] to return her phone callI did return her phone call 4/17/and left a message for her to return my callOn 04/20/I was finally able to speak with ***She was very upset and accused me of not speaking to her insurance companyShe further stated that they explained to her the same thing the insurance company had explained to meHowever, she felt that the crown was placed wrong and there for she should not be chargedI explained to her that she was asked several times if she was in pain; her bite was checked several timesI reminded her of the phone call where I reminded her of the phone call where she had told me everything was [unreadable] and gave consent to do another [redacted] impressions (new impressions were needed since new implant crown has caused a change in ***'s [redacted] treatment)I further explained that we were not charging her for the full price and we lave give her a courtesy discountI informed her that there must have been a miscommunication because the information she was providing me from the insurance company did not match my documentation of the callI advised her I would call and verify and asked that she do the same since on version of events were very differentAs well, the information provided to her by her insurance company was not the same as was provided to meShe agreedIt was not until the next time we spoke that she had started to mentioned pain for the first timeWe spoke several times in between 4/20/and 04/22/During these phone calls [redacted] was screaming at me, repeating her self about how our office was over chargingShe continued to insult DrJ [redacted] (using foul languages) and the practice to the point that I had to walk away from the front desk into a back room because she could be heard screaming through the phoneI explained several times that our office was doing everything by the book and that she had only ever mentioned pain after her conversation with [redacted] representative on 4/20/in

May 18, 2015Dear *** *** ***,Per your request, I am writing this letter to state our office positionThis complaint stems from * *** ***, our patient and the complainant in this caseAfter reading the customer's statement of complaints with our office, I would like to respond with the
following description of eventsThere are two separate issues that this complaint is regarding and rather than address them together as the outcome statement it may be better explained to address them separatelyThe first issue is the *** treatment, and the second being the abutment and crown.*** did in fact come to our office on May 13, for *** treatment by way of a promotion via *** ***She did not purchase the promotion prior to coming in for her *** consultation; therefore, she was under no obligation to purchase this promotion if she did not wish to abide by the terms stated in *** *** Promotion agreement (see Exhibit 1)This promotion was for a discount on *** treatmentAll patients who have responded or purchased this promotion were informed verbally and in a written agreement that if patient proceeds with the start of *** treatment (taking impression, photos, x-rays, and proceeding with treatment planning), then there will be no refund from that point in exchange for this promotional priceThe terms state that patient will pay upfront in order to receive a promotional discountThe terms also required a patient to be compliant with *** treatmentAfter starting *** treatment on May 31, 2013, patient abandoned her compliance requirement and did not come back to our office until a year later (September 12, 2014)Although patient's compliance failure and abandonment have caused additional expenses (new impressions, new treatment plannings, and new photos had to be performed again) [unreadable] agreed to continue the *** treatment at the promotional price plus the cost for new impressions and treatment planningOur office could have simply responded to *** that she had abandoned her treatment and she has forfeited her right's to continue *** at a promotional price; however, we honored the promotional price by giving an exception and courtesy to ***However she was also informed that any further delay or abandonment of treatment in the future would forfeit any funds paid for treatmentWe extended this one time courtesy and by now, *** should have finished her *** treatmentBut due to her multiple requests to perform other dental procedures (DrJ** informed the complainant that those additional dental services can be performed after *** treatment), patient's *** treatment case has not progressed further*** did not wish to follow DrJ**'s advice to do the additional dental procedures after she finishes her *** treatment simply because she wanted to use insurance benefitsPatient did not wish to proceed with her *** procedure based on doctor's recommendationInstead, patient wanted to proceed with her treatment based on her insurance benefitsPatient wanted to use up her insurance benefits to do other dental procedures that were not related to ***.Our office did not solicit “cross-sold services"After taking x-rays on the day we started *** treatment on May 31, 2013, DrJ** noticed two tooth had visible cavities shown on the x-rayDrJ** informed patient to take care of these issues while he worked on *** treatment planningPatient was supposed to go back to her dentist and get the fillings replacedPatient informed our office that she will take care of these fillings by July of since that's when her new insurance benefit will start again (patient had previously used up her insurance benefit from another dentist's office)Patient never returned or contacted our office till September of (more than one year later)When patient returned, it appeared that patient had came back with a root canal treatment on one of the teeth that was previously recommended to be taken care with fillings before *** treatment can be proceeded forwardDrJ** informed patient that he did not think that tooth needed a root canal treatment since it did not have any symptoms or signs that would require a root canal treatmentPatient mentioned to our office that her dentist recommended also doing a root canal on the second toothWhen DrJ** told her that she may be able to avoid the root canal treatment if her dentist carefully removes old filling and recurrent decay, *** requested DrJ** to take over the treatment from her dentist*** did not choose our office because we offered a lower price for her other dental servicesThis claim contradicts what we lave informed her in regards to her insuranceWe informed her that we are in the network and our price will be same as other *** *** in-network dentistsOur price is not “cheaper” than other in-network dentistsPatient chose our office because DrJ** gave her honest opinions about her dental needs*** had gone to a dental office where her general dentist had a brother who works together as an endodontistAt the other office, they have assumed both of the tooth needed a root canal treatment without actually removing the cavity first and see if cavity has extended to the nerve of the toothBecause DrJ** was willing to spend the necessary time to give a chance for tooth to be restored without aggressively treating with a root canal treatment, *** requested DrJ** to do other dental procedures.In regards to her implant crown #restoration, DrJ** advised against doing the implant crown before *** treatment is finishedHe informed the *** that it's not an ideal solution to put implant crown before *** treatment can position other adjacent teeth into a correct positionDrJ** informed *** that it's more difficult to do *** after an implant crown placementHowever because she wanted to use her insurance benefit (she stated that she may not continue working for the same company and again wanted to use up her insurance benefit), she requested to do implant crown restoration before *** treatment was finishedDrJ** made it clear that her implant was placed too far away from where it should have been ideally placed (DrJ** did not place the implant body on ***)So prior to making the implant crown, DrJ** informed the complainant about two options to design the implant crownFirst option is to design with gaps on both side of the crown where the crown has no contact due to where the surgeon placed the implant. Second option is to close the gap on one side but it will make the crown look wide and may load more pressure onto the side where the gap is closedPatient was made aware this second option may cause off-balance torque to the crownPatient chose to proceed with second option to close the gap on one side to improve her esthetics.In response to the complaint that our office did not ask questions in regards to implant body or contact the previous dentist who placed the implant body, this is not accurateOn 02/11/*** was in our office, during this time she contacted the previous dentist in front of DrJ** and was able to obtain pertinent information regarding the implant bodyThe information obtained included but was not limited to the following: placement date (02/01/2013), implant size (mm, x mm), and the manufacturer information (***)More specifically her reason for calling herself rather then having our staff call was due to the fact she was also wanted to obtain pricing information and did not want to inform the office at that time, she would not be coming back to finish the workWhen she received the pricing information, it was comparable to our office's priceAfter receiving this information and with the pricing being similar, *** decided to move forward and have our office restore her implant crown.On 02/23/2015, *** came into our office to start the process for the new implant crown and followed by returning to our office on 03/10/for the placement of the implant crown at which time DrJ** again explained that the crown had been built up more on the distal surface to close the gap between tooth #and #per the patient's original request*** left our office after scheduling an appointment for 03/10/to come in and continue with her *** treatment.On 03/18/before taking new impressions for ***, DrJ** spoke with *** about the implant and how it was feelingDuring this conversation *** mentioned that the crown felt different from other crowns in her mouth but can chew normally with any discomfortShe stated that there it felt odd when she pushed on the implant with her fingerDrJ** double checked her bite to be assured that there was no issue with the crown bite being incorrectAs well, x-rays were reviewed that showed no gap and a good fit***'s reasoning of "the law of physics" will cause the implant to fall out is grossly exaggeratedIt was once again explained to her that the crown was built up more on the distal side due to her request to attempt to close a gap between teeth, rather then have a crown placed centrally on the implant (it was placed too far from the adjacent tooth by her previous dentist) which would have left gaps on both sidesFor that reason, DrJ** recommended to *** the day of the implant crown cementation to see if she experiences any discomfort when she chews her mealsWe gave *** same post operative instruction of not to chew directly for the first to hours of the cementation; otherwise, crown cementation may not set properly if patient chews right away on the day of the cementationOur office did not inform *** that her crown will come out due to the stress from “the law of physics"We never suggested that her crown will most likely come out and she would need to spit out and bring it to usImplant crown is held by an implant screwed abutment that does not come off so easily*** was reminded of this conversation from back in February regarding different options of the crown design and possible off balance effect if crown is loaded to more one side to close the gapSince *** stated that she had no issue will chewing but implant feels "odd" (I remember her saying the following: “I can chew with no problems but it feels like something is thereIt just feels different from my other crown teeth.")Since there was no pain but *** mentioned "strange" and "odd" sensation, DrJ** then suggested that she give it a week and see if this "odd" sensation got any better*** was advised to call our office once she had decided on how she would like to proceed.On 03/24/***, had called to reschedule an appointmentI asked her how she felt about the crownShe told me that she was feeling fine and has no problem with a chewing; however, she was unable to notice any changes in “strange" sensation with the crown and felt that it would be best to the crown allowing the spacing on either sideAgain she denied any pain or inability to chew or eatA few days later on 03/30/*** called back stated that the “strange" feeling was resolved nowHer biting and chewing remained normalThere was no longer a strange feeling and she couldn't even tell the implant was thereShe let me know that she was ready to continue with her *** treatmentOn 04/11/*** came into our office for an emergency Saturday appointmentThis appointment was due to a completely separate issueTooth #(opposite side from the implant crown) was giving *** a pressure discomfortAfter the exam and x-ray, DrJ** discussed with *** that the root canal done on this tooth may have failed and would require root canal retreatmentThere was an open crown margin, meaning the crown did not have a good fit, allowing bacteria to get underneath and possibly cause the discomfort *** was experiencing on root canal tooth #DrJ** told *** that she should speak with an endodontist that treated that tooth the first time (years earlier)Pallative treatment was preformed to help relieve a gum inflammationAt this point In time, a discussion took place about tooth #the implant crown In question*** went back and forth questioning whether or not the same thing could happen to her implant crown #as it just happened to her root canal crown #DrJ** explained to *** that implant crown has a better prognosis than a root canal crownIf her implant was going to fail, it would most likely be implant screw getting loose overtime due to chewing forceIn ***'s case, screw may loosen quicker than other implant crowns due to gap the correction.This comment heightened ***'s fear for future issues*** once again changed her mind and expressed that maybe she should redesign the crown to avoid future problemsIt was explained to her that should she choose to have the crown redone it would be an additional costDrJ** informed *** that he would not charge the entire amount for a new crown but discount the rate to approximately $to cover material and lab costsAt this point in time *** agreed to have the old crown removed and replace it at an additional costThe reason being was to prevent any issues in the future, not because of having a current pain or discomfort with the implant crown.On 04/16/*** once again returned to our officeThe patient reported no pain and wished to proceed without any anesthesia in the removal of the implant crownShe was advised that the old crown and abutment may not be salvageable It was explain that the implant crown was permanently attached to the implant abutment and that removing it at this point may be difficult and would require cutting into the crown and part of the implant abutmentAgain *** wished to proceedShe tolerated the removal of the crown well with no discomfort (even though she didn't have any anesthesia to mask any possible pain)When removing the crown, it broke into piecesPatient was shown the broke piecesUnfortunately, the abutment was destroyed to a point where it couldn't be used again for a new implant crownA healing cap was placed on the implant, *** made mention of a pinching feeling while the healing cap was being screwed on; however, she stated that pain disappeared once her implant healing cap was completely screwed onAfter the procedure and upon checking out, *** became upset with the price of the replacement As previously discussed, l informed *** that the lab bill for the new design crown would only be $300; however, I informed her that we would need to fabricate a new abutment since we cannot use the one that was removed from her mouthThe possibility of needing a new implant abutment was discussed prior to the removal of the implant crownThe abutment was charged at $I explained to *** that there was a year replacement clause under the insurance, and the crown would not cover a second timeI also explained to *** the abutment is not covered under her policy at allIt was always be her full responsibility as it's a non-covered benefit and billable per the policy contract to the patientThis would bring the total for the new redesign implant crown fee to $*** was upset and it who determined that there was a misunderstanding, *** explained that she did not realize that the abutment would also be chargedAgain, it was explain that it couldn't be used again since it was damaged during the removal of her implant crown and that it was explained prior to removal of the implant crown that it was a possible riskAlthough *** was upset in the beginning, she paid 1/of the total estimated co-payment and made her appointment to come back to finish the implant crownI did let *** know that I would contact her insurance and verify to see if there would be alternate coverage for a new crownI let her know that I would discuss with DrJ** about the misunderstanding, and see what if any options were availablewas able to contact the insurance and spoke with *** *** representative named ***I explained the situation to herShe advised that since it wasn't a fit issue or a structural issue with the crown the patient would be responsible for the new implant crown We discussed the year replacement ruleWith this insurance plan, a crown is only covered once every yearsThe implant crown is under a month "warranty" which would only apply if the patient was in pain or there was something wrong with the way the crown was madeIt wouldn't apply in this case since the patient had made no mention of pain and the crown was made to the original specifications givenI was further inform once again that the abutment is not a covered benefit under the policy and is solely billable to the patientI spoke with DrJ** and let him know this was the caseEven though we could have charged for the full crown replacement, and gave courtesy offer to only charge $300, DrJ** also agreed to discount additional $fee to help with this misunderstandingI called *** back and let her know what I was able to find outAlthough she was still upset she showed appreciation for the additional $discountShe asked if it would help if she contacted the insurance companyI told her she certainly could; however, this was the way her policy was written.After this point, I received a message from *** to return her phone callI did return her phone call 4/17/and left a message for her to return my callOn 04/20/I was finally able to speak with ***She was very upset and accused me of not speaking to her insurance companyShe further stated that they explained to her the same thing the insurance company had explained to meHowever, she felt that the crown was placed wrong and there for she should not be chargedI explained to her that she was asked several times if she was in pain; her bite was checked several timesI reminded her of the phone call where I reminded her of the phone call where she had told me everything was [unreadable] and gave consent to do another *** impressions (new impressions were needed since new implant crown has caused a change in ***'s *** treatment)I further explained that we were not charging her for the full price and we lave give her a courtesy discountI informed her that there must have been a miscommunication because the information she was providing me from the insurance company did not match my documentation of the callI advised her I would call and verify and asked that she do the same since on version of events were very differentAs well, the information provided to her by her insurance company was not the same as was provided to meShe agreedIt was not until the next time we spoke that she had started to mentioned pain for the first timeWe spoke several times in between 4/20/and 04/22/During these phone calls *** was screaming at me, repeating her self about how our office was over chargingShe continued to insult DrJ** (using foul languages) and the practice to the point that I had to walk away from the front desk into a back room because she could be heard screaming through the phoneI explained several times that our office was doing everything by the book and that she had only ever mentioned pain after her conversation with *** *** representative on 4/20/in

June 15, 2015Dear *** *** ***,*** *** has responded to Revdex.com by submitting a copy of Demand Letter from her attorneyWe have responded back to her attorney and addressed his demandsWe have informed him that we have asked *** ***'s insurance company to make a clarification on her responsibility amountUntil her insurance makes a clarification, our office must follow the official insurance statements instead of a hand-written insurance statement correction*** ***'s attorney had made unreasonable demands that can not be met and will require more than Revdex.com's mediation to resolve this issue.I appreciate Revdex.com trying to assist with *** ***'s complaintHowever, there is nothing more our office can do for *** *** since she has decided to make claims that are not trueIf *** ***'s claim is in fact truthful and she actually had a pain from the first day, we would have referred to an oral surgeon to evaluate the implant bodyShe has not submitted any supporting evidence of being in a great pain for the period of March 10, to April 16, We do not like to see our patients to be in a painIf there was a truth to *** ***'s claim, we would have removed the implant crown immediately instead of wait over one monthWho can tolerate a dental pain over one month? So how did she tolerate such pain for over one month? If there was a pain with the implant, why didn't she get an evaluation from her dentist who placed the implant in her mouth? Why did first claim that there was a fit issue and stopped the fit issue accusation once we submitted implant x-rays to herIt appears that *** *** was advised that if she made a claim and stated that there was a fit issue or chronic discomfort from a dental service, then she can avoid for paying for the implant crownFor that reason, *** *** has chosen to be dishonest about the situation in order to avoid paying for the services she has requested at our officeWe have previously informed *** ***'s attorney that if *** *** takes an honest approach and tell us that she just had a second thought about completing her *** treatment, then we would be willing to offer a partial refundHowever, the Demand Letter clearly indicates that she has no intention to be truthful or be satisfied with a partial refundTherefore, I believe that it's going to be very difficult to achieve a resolution from Revdex.com's mediation unless I pay her off to stop her harassmentI believe it's important to defend and show to *** *** that making dishonest threats do not result in a monetary gainif Revdex.com requires additional response, please provide an email address by submitting your future communication to fairoaksdentalcare@***.com.Sincerely,Chuck J**, Fair Oaks Dental Case

June 15, 2015Dear *** *** ***,
*** *** has responded to Revdex.com by submitting a copy of Demand Letter from her attorneyWe have responded back to her attorney and addressed his demandsWe have informed him that we have asked *** ***'s insurance company to make a clarification on her responsibility amountUntil her insurance makes a clarification, our office must follow the official insurance statements instead of a hand-written insurance statement correction*** ***'s attorney had made unreasonable demands that can not be met and will require more than Revdex.com's mediation to resolve this issueI appreciate Revdex.com trying to assist with *** ***'s complaintHowever, there is nothing more our office can do for *** *** since she has decided to make claims that are not trueIf *** ***'s claim is in fact truthful and she actually had a pain from the first day, we would have referred to an oral surgeon to evaluate the implant bodyShe has not submitted any supporting evidence of being in a great pain for the period of March 10, to April 16, We do not like to see our patients to be in a painIf there was a truth to *** ***'s claim, we would have removed the implant crown immediately instead of wait over one monthWho can tolerate a dental pain over one month? So how did she tolerate such pain for over one month? If there was a pain with the implant, why didn't she get an evaluation from her dentist who placed the implant in her mouth? Why did first claim that there was a fit issue and stopped the fit issue accusation once we submitted implant x-rays to herIt appears that *** *** was advised that if she made a claim and stated that there was a fit issue or chronic discomfort from a dental service, then she can avoid for paying for the implant crownFor that reason, *** *** has chosen to be dishonest about the situation in order to avoid paying for the services she has requested at our officeWe have previously informed *** ***'s attorney that if *** *** takes an honest approach and tell us that she just had a second thought about completing her *** treatment, then we would be willing to offer a partial refundHowever, the Demand Letter clearly indicates that she has no intention to be truthful or be satisfied with a partial refundTherefore, I believe that it's going to be very difficult to achieve a resolution from Revdex.com's mediation unless I pay her off to stop her harassmentI believe it's important to defend and show to *** *** that making dishonest threats do not result in a monetary gainif Revdex.com requires additional response, please provide an email address by submitting your future communication to fairoaksdentalcare@***.comSincerely,
Chuck J**,
Fair Oaks Dental Case

May 18, 2015Dear [redacted],Per your request, I am writing this letter to state our office position. This complaint stems from [redacted], our patient and the complainant in this case. After reading the customer's statement of complaints with our office, I would like to...

respond with the following description of events. There are two separate issues that this complaint is regarding and rather than address them together as the outcome statement it may be better explained to address them separately. The first issue is the [redacted] treatment, and the second being the abutment and crown.[redacted] did in fact come to our office on May 13, 2013 for [redacted] treatment by way of a promotion via [redacted]. She did not purchase the promotion prior to coming in for her [redacted] consultation; therefore, she was under no obligation to purchase this promotion if she did not wish to abide by the terms stated in [redacted] Promotion agreement (see Exhibit 1). This promotion was for a discount on [redacted] treatment. All patients who have responded or purchased this promotion were informed verbally and in a written agreement that if patient proceeds with the start of [redacted] treatment (taking impression, photos, x-rays, and proceeding with treatment planning), then there will be no refund from that point in exchange for this promotional price. The terms state that patient will pay upfront in order to receive a promotional discount. The terms also required a patient to be compliant with [redacted] treatment. After starting [redacted] treatment on May 31, 2013, patient abandoned her compliance requirement and did not come back to our office until a year later (September 12, 2014). Although patient's compliance failure and abandonment have caused additional expenses (new impressions, new treatment plannings, and new photos had to be performed again)  [unreadable] agreed to continue the [redacted] treatment at the promotional price plus the cost for new impressions and treatment planning. Our office could have simply responded to [redacted] that she had abandoned her treatment and she has forfeited her right's to continue [redacted] at a promotional price; however, we honored the promotional price by giving an exception and courtesy to [redacted]. However she was also informed that any further delay or abandonment of treatment in the future would forfeit any funds paid for treatment. We extended this one time courtesy and by now, [redacted] should have finished her [redacted] treatment. But due to her multiple requests to perform other dental procedures (Dr. J** informed the complainant that those additional dental services can be performed after [redacted] treatment), patient's [redacted] treatment case has not progressed further. [redacted] did not wish to follow Dr. J**'s advice to do the additional dental procedures after she finishes her [redacted] treatment simply because she wanted to use insurance benefits. Patient did not wish to proceed with her [redacted] procedure based on doctor's recommendation. Instead, patient wanted to proceed with her treatment based on her insurance benefits. Patient wanted to use up her insurance benefits to do other dental procedures that were not related to [redacted].
Our office did not solicit “cross-sold services". After taking x-rays on the day we started [redacted] treatment on May 31, 2013, Dr. J** noticed two tooth had visible cavities shown on the x-ray. Dr. J** informed patient to take care of these issues while he worked on [redacted] treatment planning. Patient was supposed to go back to her dentist and get the 2 fillings replaced. Patient informed our office that she will take care of these 2 fillings by July of 2013 since that's when her new insurance benefit will start again (patient had previously used up her insurance benefit from another dentist's office). Patient never returned or contacted our office till September of 2014 (more than one year later). When patient returned, it appeared that patient had came back with a root canal treatment on one of the 2 teeth that was previously recommended to be taken care with fillings before [redacted] treatment can be proceeded forward. Dr. J** informed patient that he did not think that tooth needed a root canal treatment since it did not have any symptoms or signs that would require a root canal treatment. Patient mentioned to our office that her dentist recommended also doing a root canal on the  second tooth. When Dr. J** told her that she may be able to avoid the root canal treatment if her dentist carefully removes old filling and recurrent decay, [redacted] requested Dr. J** to take over the treatment from her dentist. [redacted] did not choose our office because we offered a lower price for her other dental services. This claim contradicts what we lave informed her in regards to her insurance. We informed her that we are in the network and our price will be same as other [redacted] in-network dentists. Our price is not “cheaper” than other in-network dentists. Patient chose our office because Dr. J** gave her honest opinions about her dental needs. [redacted] had gone to a dental office where her general dentist had a brother who works together as an endodontist. At the other office, they have assumed both of the tooth needed a root canal treatment without actually removing the cavity first and see if cavity has extended to the nerve of the tooth. Because Dr. J** was willing to spend the necessary time to give a chance for tooth to be restored without aggressively treating with a root canal treatment, [redacted] requested Dr. J** to do other dental procedures.
In regards to her implant crown #12 restoration, Dr. J** advised against doing the implant crown before [redacted] treatment is finished. He informed the [redacted] that it's not an ideal solution to put implant crown before [redacted] treatment can position other adjacent teeth into a correct position. Dr. J** informed [redacted] that it's more difficult to do [redacted] after an implant crown placement. However because she wanted to use her insurance benefit (she stated that she may not continue working for the same company and again wanted to use up her insurance benefit), she requested to do implant crown restoration before [redacted] treatment was finished. Dr. J** made it clear that her implant was placed too far away from where it should have been ideally placed (Dr. J** did not place the implant body on [redacted]). So prior to making the implant crown, Dr. J** informed the complainant about two options to design the implant crown. First option is to design with gaps on both side of the crown where the crown has no contact due to where the surgeon placed the implant. Second option is to close the gap on one side but it will make the crown look wide and may load more pressure onto the side where the gap is closed. Patient was made aware this second option may cause off-balance torque to the crown. Patient chose to proceed with second option to close the gap on one side to improve her esthetics.In response to the complaint that our office did not ask questions in regards to implant body or contact the previous dentist who placed the implant body, this is not accurate. On 02/11/2015 [redacted] was in our office, during this time she contacted the previous dentist in front of Dr. J** and was able to obtain pertinent information regarding the implant body. The information obtained included but was not limited to the following: placement date (02/01/2013), implant size (3.75 mm, x 11.50 mm), and the manufacturer information ([redacted]). More specifically her reason for calling herself rather then having our staff call was due to the fact she was also wanted to obtain pricing information and did not want to inform the office at that time, she would not be coming back to finish the work. When she received the pricing information, it was comparable to our office's price. After receiving this information and with the pricing being similar, [redacted] decided to move forward and have our office restore her implant crown.
On 02/23/2015, [redacted] came into our office to start the process for the new implant crown and followed by returning to our office on 03/10/2015 for the placement of the implant crown at which time Dr. J** again explained that the crown had been built up more on the distal surface to close the gap between tooth #12 and #13 per the patient's original request. [redacted] left our office after scheduling an appointment for 03/10/2015 to come in and continue with her [redacted] treatment.
On 03/18/2015 before taking new re-do impressions for [redacted], Dr. J** spoke with [redacted] about the implant and how it was feeling.
During this conversation [redacted] mentioned that the crown felt different from other crowns in her mouth but can chew normally with any discomfort. She stated that there it felt odd when she pushed on the implant with her finger. Dr. J** double checked her bite to be assured that there was no issue with the crown bite being incorrect. As well, x-rays were reviewed that showed no gap and a good fit. [redacted]'s reasoning of "the law of physics" will cause the implant to fall out is grossly exaggerated. It was once again explained to her that the crown was built up more on the distal side due to her request to attempt to close a gap between teeth, rather then have a crown placed centrally on the implant (it was placed too far from the adjacent tooth by her previous dentist) which would have left gaps on both sides. For that reason, Dr. J** recommended to [redacted] the day of the implant crown cementation to see if she experiences any discomfort when she chews her meals. We gave [redacted] same post operative instruction of not to chew directly for the first 24 to 40 hours of the cementation; otherwise, crown cementation may not set properly if patient chews right away on the day of the cementation. Our office did not inform [redacted] that her crown will come out due to the stress from “the law of physics". We never suggested that her crown will most likely come out and she would need to spit out and bring it to us. Implant crown is held by an implant screwed abutment that does not come off so easily. [redacted] was reminded of this conversation from back in February regarding 2 different options of the crown design and possible off balance effect if crown is loaded to more one side to close the gap. Since [redacted] stated that she had no issue will chewing but implant feels "odd" (I remember her saying the following: “I can chew with no problems but it feels like something is there. It just feels different from my other crown teeth."). Since there was no pain but [redacted] mentioned "strange" and "odd" sensation, Dr. J** then suggested that she give it a week and see if this "odd" sensation got any better. [redacted] was advised to call our office once she had decided on how she would like to proceed.On 03/24/2015 [redacted], had called to reschedule an appointment. I asked her how she felt about the crown. She told me that she was feeling fine and has no problem with a chewing; however, she was unable to notice any changes in “strange" sensation with the crown and felt that it would be best to re-do the crown allowing the spacing on either side. Again she denied any pain or inability to chew or eat. A few days later on 03/30/15 [redacted] called back stated that the “strange" feeling was resolved now. Her biting and chewing remained normal. There was no longer a strange feeling and she couldn't even tell the implant was there. She let me know that she was ready to continue with her [redacted] treatment.
On 04/11/2015 [redacted] came into our office for an emergency Saturday appointment. This appointment was due to a completely separate issue. Tooth #4 (opposite side from the implant crown) was giving [redacted] a pressure discomfort. After the exam and x-ray, Dr. J** discussed with [redacted] that the root canal done on this tooth may have failed and would require root canal retreatment. There was an open crown margin, meaning the crown did not have a good fit, allowing bacteria to get underneath and possibly cause the discomfort [redacted] was experiencing on root canal tooth #4. Dr. J** told [redacted] that she should speak with an endodontist that treated that tooth the first time (3 years earlier). Pallative treatment was preformed to help relieve a gum inflammation. At this point In time, a discussion took place about tooth #12 the implant crown In question. [redacted] went back and forth questioning whether or not the same thing could happen to her implant crown #12 as it just happened to her root canal crown #4. Dr. J** explained to [redacted] that implant crown has a better prognosis than a root canal crown. If her implant was going to fail, it would most likely be implant screw getting loose overtime due to chewing force. In [redacted]'s case, screw may loosen quicker than other implant crowns due to gap the correction.
This comment heightened [redacted]'s fear for future issues. [redacted] once again changed her mind and expressed that maybe she should redesign the crown to avoid future problems. It was explained to her that should she choose to have the crown redone it would be an additional cost. Dr. J** informed [redacted] that he would not charge the entire amount for a new crown  but discount the rate to approximately $300 to cover material and lab costs. At this point in time [redacted] agreed to have the old crown removed and replace it at an additional cost. The reason being was to prevent any issues in the future, not because of having a current pain or discomfort with the implant crown.
On 04/16/2015 [redacted] once again returned to our office. The patient reported no pain and wished to proceed without any anesthesia in the removal of the implant crown. She was advised that the old crown and abutment may not be salvageable.  It was explain that the implant crown was permanently attached to the implant abutment and that removing it at this point may be difficult and would require cutting into the crown and part of the implant abutment. Again [redacted] wished to proceed. She tolerated the removal of the crown well with no discomfort (even though she didn't have any anesthesia to mask any possible pain). When removing the crown, it broke into pieces. Patient was shown the broke pieces. Unfortunately, the abutment was destroyed to a point where it couldn't be used again for a new implant crown. A healing cap was placed on the implant, [redacted] made mention of a pinching feeling while the healing cap was being screwed on; however, she stated that pain disappeared once her implant healing cap was completely screwed on. After the procedure and upon checking out, [redacted] became upset with the price of the replacement.  As previously discussed, l informed [redacted] that the lab bill for the new design crown would only be $300; however, I informed her that we would need to fabricate a new abutment since we cannot use the one that was removed from her mouth. The possibility of needing a new implant abutment was discussed prior to the removal of the implant crown. The abutment was charged at $995.00. I explained to [redacted] that there was a 5 year replacement clause under the insurance, and the crown would not cover a second time. I also explained to [redacted] the abutment is not covered under her policy at all. It was always be her full responsibility as it's a non-covered benefit and billable per the policy contract to the patient. This would bring the total for the new redesign implant crown fee to $1295.00. [redacted] was upset  and it who determined that there was a misunderstanding, [redacted] explained that she did not realize that the abutment would also be charged. Again, it was explain that it couldn't be used again since it was damaged during the removal of her implant crown and that it was explained prior to removal of the implant crown that it was a possible risk. Although [redacted] was upset in the beginning, she paid 1/2 of the total estimated co-payment and made her appointment to come back to finish the implant crown. I did let [redacted] know that I would contact her insurance and verify to see if there would be alternate coverage for a new crown. I let her know that I would discuss with Dr. J** about the misunderstanding, and see what if any options were available. was able to contact the insurance and spoke with [redacted] representative named [redacted]. I explained the situation to her. She advised that since it wasn't a fit issue or a structural issue with the crown the patient would be responsible for the new implant crown We discussed the 5 year replacement rule. With this insurance plan, a crown is only covered once every 5 years. The implant crown is under a 6 month "warranty" which would only apply if the patient was in pain or there was something wrong with the way the crown was made. It wouldn't apply in this case since the patient had made no mention of pain and the crown was made to the original specifications given. I was further inform once again that the abutment is not a covered benefit under the policy and is solely billable to the patient. I spoke with Dr. J** and let him know this was the case. Even though we could have charged for the full crown replacement, and gave courtesy offer to only charge $300, Dr. J** also agreed to discount additional $300 fee to help with this misunderstanding. I called [redacted] back and let her know what I was able to find out. Although she was still upset she showed appreciation for the additional $300 discount. She asked if it would help if she contacted the insurance company. I told her she certainly could; however, this was the way her policy was written.
After this point, I received a message from [redacted] to return her phone call. I did return her phone call 4/17/15 and left a message for her to return my call. On 04/20/15 I was finally able to speak with [redacted]. She was very upset and accused me of not speaking to her insurance company. She further stated that they explained to her the same thing the insurance company had explained to me. However, she felt that the crown was placed wrong and there for she should not be charged. I explained to her that she was asked several times if she was in pain; her bite was checked several times. I reminded her of the phone call where I reminded her of the phone call where she had told me everything was [unreadable] and gave consent to do another  [redacted] impressions (new impressions were needed since new implant crown has caused a change in [redacted]'s [redacted] treatment). I further explained that we were not charging her for the full price and we lave give her a courtesy discount. I informed her that there must have been a miscommunication because the information she was providing me from the insurance company did not match my documentation of the call. I advised her I would call and verify and asked that she do the same since on version of events were very different. As well, the information provided to her by her insurance company was not the same as was provided to me. She agreed. It was not until the next time we spoke that she had started to mentioned pain for the first time. We spoke several times in between 4/20/2015 and 04/22/2015. During these phone calls [redacted] was screaming at me, repeating her self about how our office was over charging. She continued to insult Dr. J** (using foul languages) and the practice to the point that I had to walk away from the front desk into a back room because she could be heard screaming through the phone. I explained several times that our office was doing everything by the book and that she had only ever mentioned pain after her conversation with [redacted] representative on 4/20/2015 in

Review: October 21, 2013

Attn: Revdex.com of Virginia

720 Moorefield Park Dr #300

Richmond, VA 23236

I am writing to file a complaint against Dr. [redacted] and his practice, Fair Oaks Dental Care located at [redacted], [redacted], VA [redacted].

? Double Billing. I went to Dr. [redacted] for a routine teeth cleaning and an Invisalign consultation on September 24, 2013. However, at the end of the visit he asked me to pay $45 because he said his assistant applied a fluoride paste on my teeth that he said my insurance plan would not pay for. He never informed me that this 2-minute procedure would cost me an extra $45. I had no choice but to make this payment. However, not only was I charged for this paste but turns out my insurance company was also billed for the same service in the amount of $78 a clear case of double billing.

? Billing for a complimentary consultation. Dr. [redacted] billed my insurance company $169 for full-mouth x-rays which were needed for Invisialign consultation. This was unexpected because at the time I made the appointment his receptionist had confirmed to me that the consultation would be complimentary. It also contradicted what was claimed prior to the consultation that they would honor an “Invisalign consultation deal” from this practice on Amazon the terms of which indicated that this consultation was complimentary. One of the big reasons I went to this practice was because of a complimentary consultation. However they billed my insurance company for it and my understanding is that this amount counts against the annual benefit I am allowed during the year from my health plan.

? Aggressive sales tactics. At the end of the visit he aggressively pushed me to sign up for the Invisalign special offer. He said I could take advantage of the Amazon pricing, however, that offer is good for “today only.” He asked me to make full payment for the treatment and said he would be happy to accept credit card in the amount of $3,899, which was $1,000 more than what he had offered on Amazon. While this felt like a bait and switch equally troubling was witnessing a dental practice acting in ways completely unexpected from a professional office.

? Frivolous charges. After the cleaning, my gums hurt for almost three days. I decided to get a second opinion about the cavities that were claimed by him I had (the professionalism of this practice was a little suspect in my eyes) I called his office last week to borrow the X-rays he took (not the Invisalign but the “regular” X-rays which are needed as part of routine cleaning). Dr. [redacted] said that he charges $50 to make a copy. I asked him why since the X-rays will be paid for when he bills my insurance company. He said he cannot afford to give these X-rays since he had recently invested in a $50,000 digital X-ray machine. This reasoning is hard to follow since it implies that patients can be slapped with frivolous charges just because the doctor has invested in new equipment?

? Excessive billing. The total he billed for this routine cleaning + complimentary Invisialign consultation totaled $567 (confirmed by [redacted] rep [redacted], employee id [redacted] on October 14, 2013) plus the $45 I paid for the fluoride paste treatment, which appears to be egregiously high.

? Incompetent oral analysis. According to Dr. [redacted]'s exam I have at least 5 cavities some of which need immediate attention and another 3 which were potential cavities. Since I never had any kind of issues with my teeth I decided to get a second opinion. I went to see another dentist in Alexandria who told me that she sees 0 cavities at this point in time. She did however say that she saw incipient lesions on 3 teeth that require me to clean them thoroughly each day. She also noted on her diagnoses that to watch these during the 6-month cleaning visits. I would be happy to provide a copy of her diagnosis.

? Balance billing. I have full coverage for dental cleaning and x-rays. As stated above, he billed an excessive amount for this service in addition to billing for what should have been a complimentary Invisalign consultation. My insurance company has already made a payment to him in the amount of $240 in addition to the $45 I paid him at the time of visit. He is now trying to collect the remainder of the bill from me ($282)! Dr. [redacted] is part of [redacted]'s in-network provider and as such he cannot seek to collect the difference between his billed charges and the amount that the insurance company paid on this claim. He needs to stop sending these bogus invoices.

Thanks.

Sincerely,

[redacted], VA [redacted] Email: [redacted]

Phone: ###-###-####

Cc: [redacted], MD

Consumer Protection, Attorney General’s Office, VADesired Settlement: Dr. [redacted] needs to:

1) Refund the $45 he collected from me.

2) He needs to stop balance billing me.

3) I would like to request an investigation into his unethical business practices.

Thank you!

Business

Response:

December 27, 2013

Dear [redacted]. [redacted],

I am providing some of the documents that I have previously submitted to Fairfax County Dept of Cable and Consumer Services in response to [redacted]. [redacted]’s complaint. Documents should show that our office has clearly explained the responsibility of the payment if her insurance did not cover the costs for the provided dental service (see Exhibit G). [redacted]. [redacted] read the office policy form and signed it prior to receiving her service. In addition, we did not do a double billing as [redacted]. [redacted] has misleadingly claimed. Exhibit B was shown to [redacted]. [redacted] on the day of the dental service. The same charges were submitted to the insurance company (see Exhibit A). Therefore, to claim that we submitted “double billing” is not a truthful claim.

[redacted]. [redacted] will not be satisified with our response unless we give in to her demands. We on the other hand do not believe we’ve caused any wrongful action for us to not get paid for the dental services that were provided to her on 09/24/2013. If [redacted]. [redacted] is not happy about her insurance not covering up to the UCR fee, then she should address her insurance concerns to Virginia Insurance Commissioner. We are simply a service provider and have allowed her to her insurance to help pay for dental services that were performed at our office. We have no direct relationship with her insurance company; therefore, we do not believe [redacted]. [redacted]’s action is warranted. [redacted]. [redacted] has made inaccurate claims against our office without any supporting proof. The supporting documents we have provided show that [redacted]. [redacted] claims are inaccurate. We would greatly appreciate if Revdex.com can dismiss this case.

Sincerely

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: Every single explanation provided by this business is inaccurate. I would like to press ahead with ALL the complaints I initially outlined when I opened the case with Revdex.com.

Thanks.

Regards,