First Class Tour Club

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 February 20, 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, details of the offer I reviewed appear below.
[redacted]I do not accept the response by Western Dental. Sending me a letter that will ultimately state they stand by the negligent treatment of dentist and the falsified billing of a treatment that was never performed to explain why they are keeping my money does nothing for the good faith I put in the practice to assist me; the hours I spent waiting for people to help me on the phone; the disregard and lies directed at and to me about simply resolving this matter appropriately when I came into the office twice afterwards; and various people vowing to return my phone calls and never doing. They have my phone number. Corporate told me they had video which would prove my assertations of what the hygentist did and did not do. Then the local claimed they did not. They never called or left messages on top of never refunding my money. There was never any issues with them collecting money out of account. They just don't want to return my money because they are predators pushing treatment that might not be needed at exorbitant costs. It's been 2 months, if they planned on returning my money, it would have happened by now. Regards,
[redacted]

Please re-open the complaint, I did respond to you on your last email, stating that they contacted me, but no one has followed up and the work is still incomplete. They told me that they would schedule me to continue the unfinished service, no one from Western Dental has called back since.

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]

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 February 7, 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.

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:   WDS sincerely regrets any inconvenience...

that the delay in the processing of the refund requested by the patient may have caused. The patient’s concerns have been shared with the management responsible for the local office and we have requested that the refund process be expedited to avoid any further inconvenience to the patient.   Should the patient have any concerns she is welcome to contact our team at [redacted].

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.Thay never discased payment before. I will neve ragree to do start this prision. Regards
[redacted]

Western Dental Services is in receipt of the complaint filed by a patient of Western Dental Services ("WDS").   WDS has thoroughly reviewed [redacted] complaint and WDS has promptly refunded the patient.

Western Dental of Arizona is in receipt of the complaint filed by a patient of Western Dental of Arizona ("WDA"). WDA has thoroughly reviewed Mr. [redacted] complaint and WDA promptly reduced his account to a zero balance.

Better Business...

Bureau:
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.
my name is [redacted], I have recently filed a complaint against Western Dentaloffice in Lorna Linda CA with you, regarding a pair of partial dentures that was nevercompleted nor delivered to nie. I have decided to raise this issue again because Istrongly believe I was deceived and unfairly, unreasonably charged by this company. Ibelieve that dishonesty like this should not get away with. Nor allow this kind of conductwhen dealing with consumers .The reason for this letter is to let you know the unfairness that occur whenWestern Dental failed to show me an example of what their dentures would look likewhen completed, in order for me to be a wear of what to expect, even when I hadrepeatedly question and ask for examples so that I can see example of what I amgetting, and be satisfied with what I was paying for, that I would decide whether or notto accept the dentures before they proceed. This did not happen. In addition I visitedother dental offices after the fact and ask for examples of partial dentures and they wereable to present them and showed me their examples. I did not understand why WesternDental so reserved and could not do the same. I have the information on those withexamples. Western Dental Office in Lorna Linda did not complete the dentures. Theyhad charge me for, they only began the process of making the framework which consistof thick metal in the entire partials and couldn't fit. That's when I told them not tocontinue because this was not what I was expecting. For this reason they weredispleased and decided to charge me for their processing. Then accused me for notliking the material they were using. Knowing the fact that it was not properly explain orhaving an example on displayed in a manner for me to be comfortable with what Iwould be getting . This I tried to explain to Access Dental insurance, but they rejectedmy concerned and rule on behalf of Western Dental stating that they had use the rightcode that the insurance company supply. Bear in mind that clients do not usually knowwhat their code consist of they can only understand what is presented to them byshowing an example of what the process would look like and with proper explanation.This is why they are able to get away with these things and they probably done withmany other customers. This i~ not fear for customers. It is true, based on the wholeincident it was unfairly treated and I am not satisfied with the outcome . However, theyare satisfied now. But for the future hope you can enforce good_regulations for futureconsumers. The price they had charge was $750 total and had demanded me paying$332 out of the amount. which is the cost of one partial thank you for your time.Hopefully this will not be happening to other customers as you will ensure andimplement impartiality thank you kindly.
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] complaint and WDS has sent him a resolution via email addressing his concerns on December 13, 2017.

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]

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]

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.This...

has been resloved
Regards,
[redacted]

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.
The response by Western Dental seems to indicate that they believe this is an insurance verification issue instead of a billing error. I did not have any issues in regards to the insurance verification process, and had paid off my agreed contract balance before being erroneously charged an additional $1,594 to which I am now being referred to a collection agency for $730 of the balance. I have communicated with Western Dental multiple times regarding this issue and was told that the account would be closed. I have attached the Adjustment Transmittal Slip and Account Ledger information from the office in Tucson, AZ. I have forwarded these items to Western Dental on multiple occasions, and I checked with the office in November of 2014 to ensure that they had properly sent this documentation to the Billing department as well. Their response ultimately indicates that I may still be responsible for a balance on the account after they conduct their insurance investigation, and I firmly believe that this is not the case. I do not owe Western Dental anything else, and I would like to see the account closed. Please review and forward the documentation as necessary. Thank you.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
 Hello,The below information is the resolution of my complaint: Good afternoon Ms. [redacted], We are in receipt of your concerns regarding the handling of your complaint. Please note that we have completed an audit of your account and it was determined that due to overpayment you are due a refund. Please note that a refund check in the amount of $416.20 is currently being processed and will be mailed to you within 15 business days. We sincerely regret any inconvenience that the handling of your account may have caused. Should you have any questions, please feel free to contact me. Kind regards, [redacted]Inquiry Response Unit Manager

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.  Protecting member 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 "Western Dental Services Authorization Form" that was emailed to patient and to date, patient has not replied to WDS' request for this signed document.  Please note that WDS has corresponded directly with patient regarding this matter.  However, as soon as the signed release is received by WDS, we will forward any pertinent information to the Revdex.com.

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Upon review of account it has been confirmed that patient was diagnosed and presented both with both a partial and a 3 unit bridge to address her dental condition.  Please see...

attached diagnosis form signed by patient understanding that she was presented with the diagnosis and was given the opportunity to ask the doctor any questions that she may have regarding her treatment plan and her oral health.  Also, please see attached contract signed and agreed by patient. Patient opted for a 3 unit bridge after she was presented with her diagnosis.  In the signed estimator it also states * You are responsible for up to 100% of the cost of fixed or removal prosthodontics even if you do not return to take delivery*  Patient did present to the office on 5/4/15 for the delivery of her bridge. Patient presented with a temporary bridge that she had fabricated at home. Patient would not allow the dentist to remove her temporary bridge and asked to see the bridge that was delivered by the dental lab.  Patient was not happy with the bridge and stated she wanted the bridge to reflect her teeth from 20 years ago and provided the doctor with a picture from 20 years ago.  The doctor explained to patient the expectations so she can have a realistic understanding, however patient disagreed with the doctor.  Doctor did inform patient that bridge can be sent back to the lab for any modifications needed.  All WDS staff present during the attempted delivery of the bridge confirmed that bridge was not chipped, also patient was left alone with the bridge for a few minutes to further consider her treatment in progress.  After patient was dismissed the office staff noticed a piece of the porcelain was chipped off, at this point the bridge was sent back to the lab.  Nonetheless, WDS encourages patient to return to the office to continue with her the delivery of the bridge that was fabricated for the patient per agreed contract.  Patient will continue to remain financially responsible for the cost of the services already performed, therefore a refund is not warranted.

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Based on examination of all available clinical information, the diagnosis, treatment proposed, and the orthodontic care provided was appropriate for patient's orthodontic condition. ...

Per grievance resolution letter dated October 18, 2012 patient was informed that a refund was not warranted. Patient was also informed that if she would have worn her last aligner (#8) it would have prevented any such movement.  The Committee also conclude that the transfer fee would be waived and should patient elected to proceed with this option, as a good will gesture, the total orthodontic fee would be reduced by $400.00. Patient did not returned for a re-evaluation as stated in the resolution letter dated October 12. 2012.Please note that the last time the patient was seen was on 5/10/12 (25 months ago), therefore patient's dental condition has changed.  Due to the extended absence from orthodontic treatment and monitoring, WDS is unable to know patients, current condition with treatment needs.  A continuation of treatment at no cost is not warranted.  Patient's will be financially responsible if she decides to proceed with treatment.

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 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.