Familia Dental Big Spring PLLC

Good Afternoon,I am responding to the Revdex.com complaint that Familia Dental receivedI would like to begin by apologizing to Mr [redacted] for the time it took to complete the refund processMr [redacted] came to see us for a deep cleaning, which may take multiple visits to complete since the procedure is done in quadsThe first quads were completed on 1/6/ Mr [redacted] then returned on 1/16/to complete the last quads, but because of his high blood pressure the procedure was not able to be completedThe Dr advised Mr [redacted] to continue to take his blood pressure medication and monitor it as well Mr [redacted] had another follow up appointment on 1/27/17, which he cancelled because he was trying to lower his blood pressure He did not return to the office until 3/2/ to complete the remaining quads for the deep cleaning, but when the Dr checked his blood pressure it was still highThe Dr explained why he could not complete the deep cleaning Mr [redacted] was frustrated and opted for a refund instead Our Billing dept had been in contact with his Insurance multiple times trying to resolve the issue with the unpaid claim for date of service 1/6/Familia Dental cannot refund any patient until all claims are paid by the Insurance company, because in the event the Insurance does not pay the claim, that balance becomes the patients responsibility Please keep in mind that Familia Dental does not control Insurance companies and when they pay out on claimsWe were in constant contact with his Insurance regarding this claim, in which they were requesting additional information, and even at one point denying the claimWe do have all the reference numbers in regards to these follow up calls The last contact we had with Mr [redacted] Insurance was on 6/13/regarding the date of service 1/6/17, in which they informed us that the claim was finally processed and to allow more time to finalizeOnce the claim was paid we started the refund processWe contacted Mr [redacted] on 7/27/and left him a voicemail informing him we needed him to contact Familia Dental so we could verify his mailing address since the refund would be in the form of a Corporate CheckWe do need the patients to confirm their mailing address to ensure we are sending the corporate check out to the correct addressThe check was issued on 8/1/and mailed out on 8/4/with an estimated delivery date of 8/11/As mentioned above, I apologized for the time it took to resolve this matter and issue Mr [redacted] his refund, but when we are dealing with Insurance companies and claims, unfortunately we have to wait on the Insurance to process the claims in order for us to move forward and refund the patient [redacted] ***Team LeaderPatient Care Department

Complaint: [redacted] I am rejecting this response because:need to send the check I want nothing to do with this place .To [redacted] TX [redacted] CARE OF [redacted] .OrCall [redacted] Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I have been in contact with our accounting department regarding the patient's request for a refund In the last response provided, I had sated that the patient had a credit of $since that is what we received from his insurance After consulting with accounting, I was informed that the patient had also submitted a complaint through Care Credit, for the same issue and also requesting a refund through them As a result, patient was refunded through Care Credit $158.00, instead of the $his insurance paid Consequently, the patient no longer has a credit on his account and a refund will not be processed by us
*** ***
*** *** *** Ext: ***

Good afternoon,
In fact, in a situation like this, we always have to wait for payment from the insurance before issuing a refund When looking in the patient's account, I found that we received the check from the Ins on 9/26/for $ As a result, the patient has a credit of
$ In order to refund the patient, he just needs to stop by the office with the card used so we can put it back.
Please feel free to contact me if you have any questions
Sincerely,
*** ***
***
Patient Care Dpt
*** Ext.***

Good Afternoon, I am sorry to hear about Ms***'s experience at our Big Spring location We apologize if there was any lack of explanation on our end when the appt was bookedWhen Ms*** called to scheduled her appt she asked if her denture could be fixed, even though it was
fabricated by another dental officeShe was told by the office most likely we could, but Dr would have to exam the dentureMs *** came in and was charged $for the examOur Dr did the exam on her denture and gave her a quote for the cost of the repairMs *** signed the treatment plan explaining how much the repair would costAt that point, Ms *** became upset about the cost of the repair and said she would not pay that and got up and leftI escalated the case to our clinical director, and after further review the request for a refund is deniedOur Dr performed a service that was rendered

Good Afternoon,I am responding to the Revdex.com complaint that Familia Dental received. I would like to begin by apologizing to Mr [redacted] for the time it took to complete the refund process. Mr [redacted] came to see us for a deep cleaning, which may take multiple visits to complete since the procedure is...

done in 4 quads. The first 2 quads were completed on 1/6/17.  Mr [redacted] then returned on 1/16/17 to complete the last 2 quads, but because of his high blood pressure the procedure was not able to be completed. The Dr advised Mr [redacted] to continue to take his blood pressure medication and monitor it as well.  Mr [redacted] had another follow up appointment on 1/27/17, which he cancelled because he was trying to lower his blood pressure.  He did not return to the office until 3/2/17  to complete the remaining 2 quads for the deep cleaning, but when the Dr checked his blood pressure it was still high. The Dr explained why he could not complete the deep cleaning.  Mr [redacted] was frustrated and opted for a refund instead.  Our Billing dept had been in contact with his Insurance multiple times trying to resolve the issue with the unpaid claim for date of service 1/6/17. Familia Dental cannot refund any patient until all claims are paid by the Insurance company, because in the event the Insurance does not pay the claim, that balance becomes the patients responsibility.  Please keep in mind that Familia Dental does not control Insurance companies and when they pay out on claims. We were in constant contact with his Insurance regarding this claim, in which they were requesting additional information, and even at one point denying the claim. We do have all the reference numbers in regards to these follow up calls.  The last contact we had with Mr [redacted] Insurance was on 6/13/17 regarding the date of service 1/6/17, in which they informed us that the claim was finally processed and to allow more time to finalize. Once the claim was paid we started the refund process. We contacted Mr [redacted] on 7/27/17 and left him a voicemail informing him we needed him to contact Familia Dental so we could verify his mailing address since the refund would be in the form of a Corporate Check. We do need the patients to confirm their mailing address to ensure we are sending the corporate check out to the correct address. The check was issued on 8/1/17 and mailed out on 8/4/17 with an estimated delivery date of 8/11/17. As mentioned above, I apologized for the time it took to resolve this matter and issue Mr [redacted] his refund, but when we are dealing with Insurance companies and claims, unfortunately we have to wait on the Insurance to process the claims in order for us to move forward and refund the patient. [redacted]Team LeaderPatient Care Department

Complaint: [redacted]
I am rejecting this response because:need to send the check I want nothing to do with this place .To [redacted] TX [redacted] CARE OF [redacted].OrCall[redacted]
Regards,
[redacted]