First Class Tour Club

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have not received a resolution letter from said WDS.
 
Regards,
Dywanda Gales

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Patient's account has been audited multiple times and confirmed that patient is only due a refund amount of $73.20.  The Explanation of Benefits were obtained from the insurance...

company to confirmed allowed PPO fees.  Also, an itemized statement was provided to patient for confirmation of fees.  Please see attached estimator worksheet reflecting the treatment that patient was contracted for.  Please note in signed estimator it states that insurance benefits are estimated and patient's actual insurance benefits and patient share may be different. A refund request is currently in process to refund patient for overpayment. Please note that  the print out provided to the patient is intended for internal reference only.  The print out reflects insurance refunds but insurance company was not refunded, it is a system adjustment that the system automatically does based on the PPO fees and plans fees and payments received, it does not affect patient share balance.  Patient can confirm that her account has been credited all of the insurance payments received with the itemized statement. WDS sincerely apologizes for any confusion that this may have caused patient.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I filed a complaint with Western Dental /Revdex.com in February 2018. I saw it in the February complaint section as well. ID # [redacted]. This was resolved Western Dental sent me a letter stating that they fulfilled their agreement to credit my account monies owed. Considering I had already paid off my account and they proceeded to charge me late fees. They sent me an apology letter which I had requested due to the horrible customer service and constant run around. I have this in writing as well as Revdex.com. Now they are at it again with a revised bill for 176.55. Stating I’m past due for December January and February. I haven’t been there since September and paid that account off. This is rediculous. I don’t owe them a penny. Have the letter to prove it. Please contact them again. Thank you.This is what I would like, A. The name and address of the CEO. I’m going to print out all of these complaints to Revdex.com and Yelp ect. B. I want compensation for the time spent repeatedly trying time and time again to resolve this matter only to find that they are trying to rip me off again. C. I would like the 176.55 sent to me for emotional distress all of this has caused me. That’s the least they could do. They already sent the letter and I accepted on the premise that they followed through which they turned around and charged me for payments I made on time. I don’t owe them a penny. I believe Revdex.com has letter as well.
Regards,
[redacted]

Western Dental Services is in receipt of the complaint filed by a patient of Western Dental Services ("WDS"). WDS has thoroughly reviewed Mr. [redacted]'s complaint and WDS has sent him a resolution letter addressing all of his concerns on April 11, 2018.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I signed both plan and non plan forms. I did not use any type of insurance plan I paid via cash and credit card. Thank you!(Please see four attached files)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is unabashedly the furthest it could be from the truth, please see below continued email thread. I have gone ahead and contacted the bank my HSA is with and communicated with their fraud department to force a refund on WD considering they are being unruly, uncooperative and unapologetic. If it weren't for the Revdex.com contacting WD again, they had already broken communication with me and would no longer respond to my emails. Unfortunately they refused to acknowledge the errors they made, are changing their story and covering up their mistakes, and still refused to submit the refund the way I had asked 4 months ago.They first claimed they didn't submit my claim, [redacted] confirmed they had no record of it being submitted although they did receive the original request for it. They now claim that it was submitted but it was transcribed at their office incorrectly although the cost isn't similar, they then would not have to resubmit their claim to [redacted] again as they are doing.[redacted]@yahoo.com To[redacted]@westerndental.comApr 14 at 4:56 PMObviously their is no interest from Western Dental to make this right. You have been of very little help, and this has been the 3rd incorrect refund I've been offered. First an approximately $70 refund, then approximately $85 and now approximately $95.[redacted] is well aware of this issue, and the new calculated values are the costs of the procedure if it were to be accurately submitted. Western Dental incorrectly filed my claim, it is no longer a refund for a standard claim. Western Dental took it upon themselves to establish their own cost for the procedure even if it were a clerical error, I am holding Western Dental to that original cost on the invoice.Please let the Revdex.com know that you were unable to resolve the complaint.[redacted]Sent from my Verizon 4G LTE Smartphone------ Original message------From: J[redacted]Date: Thu, Apr 13, 2017 1:09 PMTo: [redacted];Subject:RE: Revdex.com Complaint #[redacted]Mr. [redacted], Your insurance coverage is based off of a fee schedule and it is not determined by an insurance benefit percentage (e.g. 90% of treatment cost). I recommend that you contact your dental plan and if needed, provide them with a copy of the itemized statement WDS has provided so that they may work toward addressing any further questions you may have related to your coverage and patient share. As previously stated, we are required to request that you report your concerns directly to your DHMO plan provider. This will be my final response to this matter. Kind regards, [redacted]Inquiry Response Unit ManagerQuality ManagementWestern Dental / Brident530 S Main St., Orange, CA 92868office: (714) 571-3302mobile: (657) 236-8756 From: [redacted] [mailto:[redacted]@yahoo.com]Sent: Thursday, April 13, 2017 12:51 PMTo: [redacted] < a="">><>Subject: Re: Revdex.com Complaint #[redacted]  Thank you for your explanation, but I will have to insist on my stance.The clerical error was on Western Dental's side and a cost was presented to me, I honored my side of the invoice under the assumption that Western Dental had provided accurate assessments and cost of procedures. I will not pay for the clerical errors committed by Western Dental, which has now changed it's story from not submitting my claim to a " clerical error" of 11.20 to 122. 5 0.Submitting the claim properly with [redacted] is no longer my concern, that was for Western Dental to have been able to care to do 4 months ago when I first presented the issue. A charge was presented to me for the cost of the procedure and I paid for that in full, I then discovered I should've only had to pay 10% of the cost of that procedure. I understand how the process to find accepted cost by UCR functions and I know that is what Western Dental is attempting to do now.This however is not permissible anymore, and the 90% overcharge is on the original charge not a new charge.[redacted] 
Regards,
[redacted]

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by Ms. [redacted] with the Business Bureau.  WDS has reviewed and resolved the inquiry and has completed an audit of the account and provided Ms. [redacted] an itemized statement per her request on March...

30, 2016. It was determined that to date patient payments totaling $1901.21 have been received and the last payment received from Ms. [redacted] was on August 31, 2015. As such, it was determined that the account was appropriately assigned to a third party collection agency due to failure to honor the agreed upon payment terms. However if it is believed that there are payments not currently reflecting on the account, Ms. [redacted] is welcome to provide proof of payment and the account will be further reviewed. At this time, Ms. [redacted] remains financially responsible for the remaining balance and it is necessary that the account be resolved with the collection agency before treatment may proceed. If the patient is unable to return to treatment within the next 30 business days it is recommended that the patient present for the removal of her braces as it is not recommended that any orthodontic appliances remain on the teeth without the supervision of an orthodontist. Patient is welcome to return to the office to address any pain or discomfort that she may be experiencing.

Western Dental Services is in receipt of the complaint filed by a patient of Western Dental Services ("WDS"). WDS has thoroughly reviewed Ms. [redacted]'s complaint and WDS has sent her a resolution letter addressing all of her concerns on April 11, 2018.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference,
Regards,
[redacted]
No, it is not resolved. They could not find it again and again, the lady this time was very helpful though. Then she finds it and they returned payment for services that my insurance had already paid and now they are charging me. It is so ridiculous. Western Dental is horrible!!!!

I just wanted to add that Western Dental agreed to charge me an amount after they billed my [redacted] insurance. they were satisfied with that amount and as soon as they found an opportunity to get richer they took it. Not thinking of me as their customer. all of a sudden what I paid was not good enough . I was told by [redacted] at western dental that By me giving them My [redacted] Insurance it was supposed to benefit ME not them. [redacted] from Western Dental in [redacted] made it seem like it would benefit me. She said to ask my employer if I had insurance through them and then call her with that information. She said if [redacted] agreed to pay part if what im paying now I would be reimbursed.
That why im confused why the changed the amount and why they changed the contract even if it does say subject to change . [redacted] said it would be to benefit me not them. They charged me a specific amount then they should have not raise the price When they bill my insurance. I was told that they were going to try to see and get my [redacted] Insurance to pay for part of what I had paid. I was told by [redacted] that if I paid in full I would get reimbursed. I paid so I should get reimbursed. I was never told that they were going to try to Bill my insurance so they can add more money to their own pockets and not benefit me whatsoever. If that was the case why would I even bother giving them my [redacted] insurance.
They said this is your responsibility. The $2,900 . if [redacted] pays we will reimbursed you. [redacted] said we will see how much they pay.I know im not crazy people and businesses cant trap people like that. They are so greedy that they pulled all their tricks and find any loopholes to steal from me. Now they say I owed them but they will just let that go for all my trouble they pyt me through and for wasting my time with hopeless lies about me getting my money back. . I paid in full and they also collected almost $800 from my [redacted] insurance and now their saying I still owe them. ... Crazy.They were just suppose to try to get my insurance to pay MY bill not bill again but higher price. the bill that I paid IN FULL .
Billing [redacted] insurance only purpose according to [redacted] was to benefit me so I get some if my money back. Instead they find a way to collect and benefit so they changed the amount to supposedly take me out of the discounted price for [redacted] patients. But I was never told that. I would of not given them my insurance then .it would not make a difference to me.I know that cash patients get a discount price and I alsi know that [redacted] patients get a discount price too I also know that they have a signed contract with [redacted] with a lower discounted price as well. What a coincidence that the amount it went up from taking me out of the [redacted] discounted prices was exactly what my [redacted] insurance paid, maybe off like $20. Isn't that just weird and obvious coincidence.
This is really unacceptable if they do this to people. Im so disappointed to think that they are going to get away with this crime. I have 4 kids work full time pay my taxes im a good person, I dont like to owe anybody so thats why I feel so helpless and hurt and confused why its so easy to get away with such open crime with out hiding. Please help. Im sorry to bug so so much

WDS has provided patient an itemized statement of the charges for services rendered and all payments received. Upon review of this account it was determined that the additional balance due represented the patient's remaining balance for services performed.

Western Dental Services has communicated with the patient's parent via telephone, per her request.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I called the number they provided and it is for the complaint department.  They only thing they would tell me is that it is being handled by the Manager at the local office.  When I call the number they gave me to the local office, it kept sending it right back to the Customer Care line, which is not the local office.  When I was finally able to get in touch with the local office, I was told that they do not even see a refund in the system.  Had to leave yet another message for the "manager" , which is like the 3 message that I had to leave.  This is totally unacceptable for a business to treat patients this way.  I NEED that refund ASAP so that I can get my temp crown replaced ASAP.
Regards,
[redacted]

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.  WDS has reviewed and resolved the patient's inquiry.  The following is WDS' resolution to this matter: The patient first presented to WDS on...

February 29, 2016 and received an oral examination and x-rays. Patient was presented with a diagnosis and recommended services and agreed to move forward with treatment. It was noted that the patient returned to the office to begin his treatment on March 3, 2016. The patient returned on April 18, 2016 and when the dentist attempted to numb the patient he began to experience involuntary movements. The dentist recommended oral sedation and referred the patient to his primary care physician. The patient returned to the office on May 2, 2016 and elected to start the crown procedures for his tooth #20. During this visit impressions for the permanent restoration were taken and a temporary crown was cemented. WDS noted that during this visits the patient was moving involuntarily, exhibited excessive salivation and needed to swallow frequently and was unable to tolerate being inclined back. For these reasons, the treatment required additional caution and time to face these challenges and complete the procedure. Despite [redacted] assertion, the total treatment time did not exceed three hours at any of the patient’s visits. Temporary or provisional crowns are designed and intended to be easily removed one or more times as necessary during treatment. For that reason, they may accidentally and unpredictably become dislodged when not intended. During the preparation and until a permanent crown restoration is delivered and to avoid complications, it is important that the tooth is protected by a temporary restoration. The patient returned to the office on May 10, 2016 for the permanent crown restoration and indicated that he was satisfied with the shade, size, and fit of the crown. At times unforeseen staffing or scheduling demands may dictate a change in a doctor’s schedule or location on a relatively short notice. While all reasonable efforts are made to maintain the treatment of a patient with primary dentist, there are occasional instances in which this may not be possible. Based on the patient’s condition and the progress that has been made, WDS determined that the change in providers did not have any impact upon the progress of the patient’s care. WDS found no verification that the patient was sold retail products without any explanation or that there was a package that the patient purchased that included deep cleaning products. While the patient was recommended and received deep cleanings, retail products are not inclusive of these treatment costs. It was concluded that the treatment planned and performed was appropriate for the conditions with which the patient presented to the office. As all retail sales are final, WDS respectfully denies the request for a refund of the electronic toothbrush that the patient purchased.  Kind regards, [redacted]

Brident is in receipt of the Revdex.com's inquiry regarding the complaint reported.  Protecting patient information is not only our company policy - federal law now requires it.  That is why we must first get a release of health information from our patient authorizing us to...

disclose any information regarding this case.  Brident requires that patient complete and sign the "Brident Services Authorization Form" that was emailed to patient on November 17, 2016. WDS has corresponded directly with patient regarding this matter, however, as soon as the signed release is received, we will forward any pertinent information to the Revdex.com.

WDS is in receipt of the Revdex.com's inquiry regarding the complaint reported.  Protecting patient information is not only our company policy - federal law now requires it.  That is why we must first get a release of health information from our patient authorizing us to...

disclose any information regarding this case.  WDS requires that patient complete and sign the "WDS Services Authorization Form" that was emailed to patient on March 15, 2017. WDS has corresponded directly with patient regarding this matter, however, as soon as the signed release is received, we will forward any pertinent information to the Revdex.com. The patient is welcome to contact the Inquiry Response Unit for further assistance at 1-800-992-3366, extension [redacted].

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The business has performed the action I requested in a timely and professional manner and I consider this complaint resolved.
Regards,
[redacted]

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.   WDS sincerely regrets the patient’s continued dissatisfaction with her experience with WDS. We wish to assure the patient that every effort will be made to improve the service she receives in the future, including her upcoming visit.

Western Dental Services has reviewed the patient's rebuttal and verified that an appropriate resolution was sent to the patient.