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Family Dental Care-S Chicago, 92nd St.

3009 E 92nd St, Chicago, Illinois, United States, 60617-4502

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Reviews Cosmetic Dentistry, Dentist, Children Dentist, Periodontist Family Dental Care-S Chicago, 92nd St.

Family Dental Care-S Chicago, 92nd St. Reviews (%countItem)

I am writing this letter to inform you about a problem with the medical treatment and care that I received at Family Dental located at 3009 E 92 St. in Chicago.
Because I was denied a copy of my medical records, which is a violation of my HIPAA rights, I am not able to provide exact timeline of dates and procedures:
In 2015 I began my dental care at Family dental with Dr. ***. I had several teeth repairs done by Dr. *** and since then each tooth has had to be re-repaired by another Family Dental dentist. I question Dr. *** competence. I felt this way ever since he worked on one of my tooth. The pain was excruciating and so intolerable I began to cry. The dental assistant had to wipe secretions from both my eyes and nose. I filled out a comment card about this incident, added my name and phone number, I never received a phone call.
In 2019 I began having pain in a tooth that Dr. *** repaired and placed a crown on. I experienced the reoccurring pain on the tooth previous described. I am now being told I need to pay for a root canal. I question his competency because in my experience when dental work is performed and the patient express serious pain that means the cavity is too close to the nerve and a root canal is recommended. I question why this was not recommended during the first procedure. I wanted a second opinion based off my x rays but as I mentioned your office has failed to release my records. I was referred to Dr. Alexander *** for answers and he has avoided addressing my concern.
August 28, 2019 I completed a “Release of Information” during my last appointment to obtain a copy of my medical records. On the ROI I stated the reason for the medical records was for a second opinion. I then gave the form to office manager Maricella. Once Maricella understood my intentions her body language and professionalism changed. Her demeanor was as if she did not want to afford me the opportunity to view my records. I got the impression she knew the care I was receiving may have been flawed. I was told by the office manager Maricella that I would receive a call after the Labor holiday to pick up my records. I never received that call. I call the office back and ask for Maricella and was told she wasn’t available and left message for her to call me back. I never receive a return call. I also call the patient relations representative and left message and haven’t received a call back from her neither.

Family Dental Care-S Chicago, 92nd St. Response • Jan 13, 2020

I received the complaint for the above-named patient and I am unsure as to her exact complaint.

Ms. has been a patient of our office since 2015 and her most recent visit to our office was on January 8, 2020.

I would like to address Ms.’s concerns with her directly, so I can have a better idea as to her exact concerns and attempt to resolve them to her satisfaction.

I can be reached directly at 773-621-7432. I look forward to speaking with Ms.. Thank you!

Family Dental Care-S Chicago, 92nd St. Response • Jan 20, 2020

I received Ms.’s rejection to our request for a discussion with her. I am unsure as to what her objection is since I simply asked for her to call me so I can understand and address her concerns directly.

Since Ms. is uninterested in speaking with us directly, I will try to address her concerns below:

Ms. complained that several of her teeth were repaired by Dr. *** and each one has had to be redone by another dentist in our office. Further, she states that she was in excruciating and intolerable pain during one of her visits with Dr. ***.

I reviewed Ms.’s dental record. Although she had numerous fillings done by Dr. ***, they did not have to be redone. There is also no record of Ms. complaining of pain or sensitivity during any of her visits with Dr. ***. Ms.’s last visit with Dr. *** was in March 2016.

Since then, she has been to the office over 15 times for other procedures with other providers, without commenting or complaining about any of the work Dr. *** had performed.

In July 2019, Ms. complained of sensitivity on tooth, #19. This tooth had a crown placed 4 years ago due to being very broken down. It was determined that root canal treatment was needed, which Ms. accepted, paid, and completed. During her follow up visit in August, the tooth looked good and she stated she was having no pain or sensitivity.

Ms. then did not return to our office for several months. She herself has stated that she missed a lot of follow up appointments for checkups and gum evaluation/cleanings. This was less than two weeks ago, at which time she again stated she was not having any pain.

Ms. was made aware by the last two doctors she saw at our office that she needs other work, including to see the oral surgeon.

The above is all the data I have about Ms.’s treatment with our office. I do not know what Ms. is hoping to get from our office. The treatment she is complaining about was done over 4 years ago, and all the treatment she has paid for is complete.

At this point, we feel that we have addressed all her concerns, including while she was in our office. Call me as needed on my cell phone at 773-621-7432.

P.S. Refusing to call me to discuss any concerns or put in writing exactly what you are seeking from us seems to be in bad faith and a waste of everyone’s time.

Customer Response • Jan 21, 2020

Complaint: ***

I am rejecting this response because:
If your office would have provided my medical record I could prove that those same teeth has been repaired but your off has failed to proved me with my medical records. Dr. *** obviously failed to document my pain during my visit. The office still has not address the fact about the comment card that I completed with my concern about Dr. ***. I also have address my disappointment with your colleague Dr. ***. My decision to return to your office was based off the initial process. I did not want to seek care from a different office, because of the previous complaint and dental work, in fear I did not want your office to turn the blame on someone else. I never stated that I have missed a lot of appointment and the fact that I need oral surgery has nothing to do with this matter.

I am asking for a refund for my root canal and replacement of crown.

I refused to talk to anyone because your office has refuse to release my medical record and further more I will be taking this matter to the Joint Commission and the ***.

Sincerely,

Kimberly

The intake package with Family Dental ask “what type of services do you want”? The option I selected is, “only what my insurance will pay for”. My insurance company did not cover ANY portion of the services. Family Dental gave me a treatment plan that included my insurance portion and my out of pocket balance. My dental insurance company informed me that they did not receive any preauthorization for the services in which I was billed by Family dental. Failure to Due diligence!
Before the services began I made the endodontist aware that the tooth is cracked. He reached in and felt it loose and said “ok”. Family Dental charged me hundreds of dollars, most of which I paid up front in cash, to repair a tooth that they knew could not be repaired but it would be a financial benefit to still attempt the root canal, charge me when it fails and then tell me it can’t be saved so now I have to pay additional for an extraction. They said I was required to pay additional $200 for a 360 degree X-ray scan BEFORE the root canal replacement yet it was still not possible to see that the tooth was unrepairable until after the endodontist said he was done with the root canal. After he said “you’re all done”, I told him the broken part was still loose. When he went back into my mouth to attempt to correct this, that is when it appeared he did something wrong because now he says “ it can’t be fixed, but don’t worry we won’t charge you for anything”. The fee for the “attempted” services is really a penalty to the customer/an overcharging tactic.

Family Dental Care-S Chicago, 92nd St. Response • May 14, 2018

I received the complaint filed by Ms. Shevette ***. I understand Ms. has a consideration with her bill with our office. Ms. has not been in communication with our office at all, except to post a negative review on *** under the name “Sister ***”.

Since Ms. filed a complaint with the Revdex.com, we agree to have the Revdex.com arbitrate and adjudicate this complaint for us. However, if the Revdex.com determines that we are correct, Ms. must agree to pay her bill and remove her negative review.

If the Revdex.com, finds in favor of Ms., and that our office did something incorrect, we agree to refund Ms. for all monies she paid.

Please let us know if Ms. agrees to these terms. Thank you!

Customer Response • May 14, 2018

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.

Sincerely,

Shevette

On 12/4/17 I paid in full for services outlined in my treatment plan so that I could receive a discount, with the understanding that my *** Dental insurance benefits would be applied to the cost and I would be refunded the difference. I had no problem with this because I had overpaid in the past and had received a refund. This time once Family Dental Care got the prepayment they were no longer interested in doing their due diligence to verify my insurance and neither honored my insurance prices, nor refunded me monies for services paid for but not rendered.
On 12/4 and each subsequent visit I told staff that I had *** Dental Insurance and they would leave to check it and come back and tell me that my insurance expired on 8/31/17 and that I had no insurance. I told them that I had a new policy that took effect 11/1/17. After being told once again on 12/19/17 that I didn’t have insurance, before I left I insisted that they call the insurance company while I stood there and staff again told that I didn’t have insurance so I called myself while staff stood at the front desk and was told by the insurance company that I did have insurance so I had staff call *** Dental insurance again. This time staff told me that I did have *** Dental insurance but that they didn’t accept it.
This was shoddy work on Family Dental Care’s end. I not only gave the name of my dental insurance but also provided my ID#. I gave them the information needed to check and let me know whether or not they accepted my insurance before any work was done and at each visit. If I initially had been made aware that they did not accept my insurance I would have gone to a dentist that accepted it. Because of this Family Dental Care needs to honor the prices that I would pay if I were using insurance and refund monies for services never rendered.

Family Dental Care-S Chicago, 92nd St. Response • Mar 28, 2018

Dear Customer Relations Advocate,

I received the complaint filed by our patient Ms. Linda ***. I attempted to call her to resolve this issue but was unable to reach her.

Ms. presented to our office on December 4, 2017 for dental treatment. According to our records, Ms. did not give us any insurance information at that time and subsequently paid in full for her dental services.

Upon reviewing Ms.’s chart, I see that we did receive her dental insurance information at a later visit. Ms. is correct that we unfortunately do not accept her particular insurance plan. However, I spoke with Provider Relations at *** Dental. They are willing to review Ms.’s dental plan and the treatment we rendered for her, and possibly reimburse her some of the monies she paid to our office. However, they cannot guarantee anything until a full review is completed. *** Dental will contact Ms. directly as to the result.

Regarding her treatment with our office, Ms. has a temporary crown that is incomplete. We encourage her to come in as soon as possible so we can complete this treatment for her. Of course, there is no additional cost to her for this.

I would be happy to discuss this with Ms. directly. She can contact me at . I look forward to hearing from her, so we can satisfactorily resolve this issue. Thank you!

Sincerely,

Laura ***

Patient Relations

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Customer Response • May 03, 2018

Complaint: ***

I am rejecting this response because:

When I last spoke with Ms. the plan was to find out if the insurance company would reimburse me the difference that I was seeking, not that I was satisfied with the partial refund from them. My stance has always been for the full refund that I was seeking and even though I had a pleasant conversation with Ms., my stance has never changed and I never told her or anyone that it had. I was willing to accept the difference from the insurance company but when I contacted them I was told that there was no open case involving reimbursement for me and no indication that someone from Family Dental Center had been in contact with them concerning reimbursement as Ms. had stated to me.

My initial position concerning Family Dental Center's handling of my insurance and my quest for a full refund still stands.

Sincerely,

Linda

Family Dental Care-S Chicago, 92nd St. Response • May 14, 2018

In answer to Ms. latest response, I would like to thank her and also acknowledge that we did have a pleasant conversation. Our office refunded $995 to Ms. already. At this time, we cannot refund anything else due to the contract limitations Ms. has with her insurance company. I spoke with Natalie at *** who ensured me they have all the claims on file. I cannot speak for *** on how they will choose to handle these claims.

Our point is the same. Ms. agreed to have certain treatment done at specific costs. She paid our office in full based on these fees, which did not include insurance. To help her save money on the treatment that we started, but did not complete, we refunded her the full amount of that cost, $995. I informed Ms. that she should find a dentist in her *** network for additional savings to complete this treatment.

At this point, there is nothing more our office can do. We thank Ms. for the trust she has placed in our office and wish her well finding a dentist in her plan who can complete this treatment for her. If her new dentist needs anything from our office, we will be happy to provide it.

Again, we wish Ms. well and thank her for the trust she has placed in our office.

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Address: 3009 E 92nd St, Chicago, Illinois, United States, 60617-4502

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+1 (773) 978-5136

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