Family Dental Services Ltd

Initial Business Response /* (1000, 5, 2015/09/15) */
First and foremost Family Dental Services take pride in providing the very best dental care for our patients. We as a courtesy accept consignment, meaning we will wait for payment from the insurance company that so that the patient does not have...

to pay for their treatment in full at the time of service. However we do ask that they pay toward the treatment not covered by insurance(deductibles, co-payments, etc.). All clearly stated and explained in our new patient packet that was mailed to the patients before their first visit.
We only asked for the estimated cost of his portion or in other words his out of pocket after insurance, granted this is only an estimate gathered from the information provided by his insurance company. The family had several appointments starting 07/16/15; his estimated co-payments were collected on 07/22/15 and 07/30/15. We received the last payment from insurance on August 17,2015 after the refunds from the prior month were already issued. Patient called our office Friday Sept.4th and spoke with two staff members rudely before he demanded to speak to me the office manager.
It is always unfortunate when communication breaks down with a patient but in this instance the communication was mainly one sided. Patient stated "I was lied to and I want my money now!"
in an uncivil tone. In a professional manner I stated why he had not received his refund and when and why they were issued at the end of the month but he stated that I was not listening and wanted an exact date that the check would arrive. I gave him the date of Sept 30,2015 so that I would be assured he would have it prior to that date. I said thank you and ended the call.