First Class Tour Club

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.On the WDS letter dated Abril 26, which I've received on April 30th, stated that On December 30th I expressed distrust in the orthodontist and her treatment plan which is an untrue statementI have stated that after WDS requested teeth extractions and WDS staff made themselves the extraction appointment knowing that my children has a maxillofacial surgeon his name is *** *** 420-***.( which I included statement with the date and unpaid fee) I believe was on November which at the time surgeon requested WDS Orthodontics City Heights to give him a callThis call has never happened until todayThere is no other surgeon that can perform the teeth extraction for my kids near my homeWDS Orthodontist Dr*** after I requested her several times by phone and in person last time on December 23,Later that same month went back again on December 30th which I desperately wrote a handwritten letter because Dr*** refused to perform treatment for both of my children at this time is when for second time wrote a note asking WDS *** to call surgeion *** *** and to give me in written a new diagnosis for both of my children Which is missing from your package that received on Abril 30th 2016.I need WDS to contact surgeon *** *** for his concerns regarding ***ander MTeeth Extraction and to provide me with the new diagnosis and the new outcome for both of my children as well the poor customer performance from WDS City Heights Ms*** *** and *** which is the manager as she stated
Regards,
*** ***

Western Dental Services, Inc("WDS") appreciates the opportunity to address the concerns filed with the Business Bureau. WDS has reviewed and resolved the inquiry. The following is WDS' resolution to this matter: WDS has contacted Ms*** to advise that the patient’s transfer from
the Yuba City office has been completed and that the contract at the Folsom office has been appropriate updatedPlease note that WDS sincerely regrets any inconvenience caused by Ms***’s experience

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

Western Dental Services, Inc("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau, however the rejection response is blank and it does not have any statement or attachment indicating what the responsible party is rejectingPlease note that patient was seen in April 2015, since responsible party complaint was received on 9/17/WDS is not able to comment on the condition of the office from months ago. WDS does quarterly inspections for Janitorial and Sterilization audits in order to be in compliance with all associated state and federal guidelines. As stated in previous response since a report has been received of a possible deviation from our expectations, and additional evaluation of the facility will be scheduled. A most recent inspection completed on 8/11/for Janitorial and Sterilization found no evidence of any issues or concerns at that time. Again, since patient was seen in April any issues or concerns from April have been rectified and corrected since the last inspection completed at the facility on 8/11/indicates otherwise. Nonetheless, WDS sincerely apologizes for any dissatisfaction and any inconvenience that this matter may have caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The grievance process doesn't guarantee the company will do anything to refund my over payment in the amount of 1236.50]
Regards,
*** ***

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: After review of the patient’s
treatment record it was noted that the patient presented to the office on May 7, for an evaluationAn examination was performed and x-rays were taken and patient was presented with a recommended treatment planDuring this visit, patient made payment however since this visit patient has elected not to move forward with the accepted proceduresIt was determined that the local office has submitted a refund request, which is currently being processed within business daysWDS sincerely regrets any inconvenience that this may have causedShould the patient have any questions she is welcome to contact our Inquiry Response Unit at 1-800-992-3366, extension ***

WDS is in receipt of the patient details and completed WDS
Services Authorization and has spoken with the Responsible Party on June 23,
regarding his concerns with his experience at the dental officeIt was
noted that the patients first presented to the office for
orthodontic
consultation on June 13, During this visit, the patients’ insurance
information was collected and the necessary steps to obtain pre-authorization
for treatment were initiatedIt was determined that the patients returned to
the dental office on June 23, for the taking of pre-treatment photos and
x-rays, as requested by the patients dental insurance providerAt this time,
the dental office is pending response from the patient’s insurance planShould
the patient have any questions regarding this process or co-payments for
treatment, they are encouraged to contact their dental plan directlyWe
sincerely regret any customer service that failed to meet their expectations
and for any inconvenience they may have encountered due to delays in receipt of
the requested information

WDS is in receipt of the Revdex.com's inquiry regarding the complaint reported. Please note that due to patient privacy laws we must first receive written authorization from the patient before any details may be provided concerning this matterWDS has reached out to the patient
and has advised the patient of the need to provide a completed "WDS Services Authorization Form" and one has been emailed to patient on August 22, WDS has reached out to the patient directly regarding this matter, however, as soon as the signed release is received, WDS will forward any pertinent information to the Revdex.comThe patient is welcome to contact the Inquiry Response Unit for further assistance at 1-800-992-3366, extension ***

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this caseUpon review of documentation that patient completed (see attached), patient did consented to the treatmentPlease note Health History form completed and signed by patient
indicating "I hereby certify that I have read the foregoing and filled out this questionnaire completely, I have advised you all medical problems which I am awareI further certify that I the unsigned, consent to the performing of x-rays and examination" Also, patient completed the New Patient package agreeing to the treatment and understanding financial responsibilityPatient's insurance was billed for the x-rays since patient did receive x-rays and also consented to the x-rays. The insurance is always billed at Unusual Customary Rates (UCR), however, WDS is only expecting a payment of $from insurance company. The charges for the x-rays have been billed to the insurance company and claim is currently pending processing. WDS will not waive the fees for the x-rays due to patient consenting and accepting the x-rays at the time of visit. Nonetheless, WDS sincerely apologizes for any dissatisfaction and any inconvenience that this matter may have caused patient. Patient is welcomed and encouraged to return to the office for an exam

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** I do understand that they have chosen the amount of $which is what the Western Dental office in Concord was attempting to pay me off with on the 15th of June.
I do not agree with the statements which are listed in e-mails, and on attachments that they have sent to me which states "the insurance overpayment does not affect my share of cost." Of course, it does, you are responsible for what your insurance does not cover. They changed the amounts of services, according to whatever.or whomever was working on the audit.
Yesterday, I went to a private dentist, who fixed the chip that Western Dental causedand repaired the teeth that I had wanted done in the first place. This dentist also did x-rays and told me quite different results that Western Dental dentist told meAlthough this was paid mostly out of pocket, as my insurance was nearly to the quota I am allowed for the year
My personal information is also listed on someone else's receipt.
The contract you sign, is fake, the amounts listed are fake, the western dental plan is fake. The amounts listed on the audit show this. You change your prices and your paperwork, to cover your #@@
Thanks
*** ***

Western Dental Services is in receipt of the complaint filed by a patient of Western Dental Services ("WDS")WDS has thoroughly reviewed Mr*** complaint and WDS has sent his a resolution letter addressing all of his concerns on March 19,

Western Dental Services, Inc("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business BureauWDS has reviewed and resolved the patient's inquiryThe following is WDS' resolution to this matter: The patient’s input and feedback is valued and appreciated and it is expected that all WDS employees treat patients in a respectful and professional manner
WDS sincerely regrets any level of customer service that the patient found to be unfavorableIt was noted that the patient was offered the WDS 6020DCI dental plan for treatment not covered by her *** benefits, to reduce the out-of-pocket expensesWDS was unable to verify that the patient was told that she would be responsible for the cost of the x-ray and cleaning, as *** was billed and the payment was received on February 25,
The patient’s *** insurance was billed on March 11, 2016, however her insurance denied benefits towards the treatment due to some services not being covered benefits under her planPer the patient’s signed Patient Estimator Worksheet on February 15, 2016, attests to her knowledge and acceptance of the treatment planned and the associated dental plan co-paymentsIt was noted that the office appropriately billed the patient’s dental insurance plan, however the difference between the amount expected from insurance and the amount was received became the patient’s financial responsibilityNo verification was found that WDS has charged the patient twice for the same treatmentAfter review of the patients account, it was determine that the patient’s account reflects a balance and it is not indicated that the patient is due a refund
Hhowever as a gesture of goodwill and in the interest patient satisfaction the balance was adjusted to zero

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case
After review of account it was confirmed that patient's insurance benefits were verifiedPatient only received Exam and X-raysAt the time of service a payment could not be
collected from patient due WDS expecting treatment to be covered at 100% by insurance companyOnce insurance was billed and claim was processed it was confirmed that X-Rays were not covered therefore became patient responsibilityA letter was then mailed to patient on 5/19/(see attached) informing her that she had a remaining balancePatient called the payment department and the balance was reviewed and confirmed with patientPatient was billed for a remaining balancePatient made a payment on 5/28/to pay off account balance wish represented the insurance shortfallTherefore, WDS has confirmed that patient was properly billed and notified
Please see attached Patient Information Sheet signed by patientThe information verification clause states, "The information completed on the form can be verified from any source it deems necessary including, but not limited to obtaining credit reports and may provide others with information regarding my credit history including my credit report, contact information, and social security number to the extent permitted by law"Patient consented and agreed to have credit report ran, therefore any credit reporting has been properly reportedPlease note that credit report has been updated to reflect a zero balancePatient needs to complete an Authorization form "Release Of Personal Health Information Form" (See Attached). Once patient has completed form X-rays will be provided by the officeWestern Dental sincerely apologizes for any dissatisfaction and any inconvenience that that matter may have caused patient

Western Dental Services is in receipt of the complaint filed by a patient of Western Dental Services ("WDS")WDS has thoroughly reviewed Ms***'s complaint and WDS has sent her a resolution via email addressing all of her concerns on March 23,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
Thank you for your help in resolving this case***. You may close the case now. *** *** ***Regarding Western Dental.Regards,
*** *** ***

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"Please note that although the form received was completed, it must be signedAs such WDS has reached out to the patient directly regarding this matterHowever, 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.When patient settled with the Legal Department a hold cease and desist hold was placed on account on 5/27/15. Inadvertently the account was assigned to agency prior to the adjustment amount offered by the Legal Department. The account was pulled from agency on 10/8/and a request has been submitted to the credit bureaus to delete negative creditAlso, a credit correction letter will be mailed to the patient with the confirmation numbers submitted to the credit bureausThe account now reflects a zero balance, has been pulled from agency, and credit reporting has been correctedPlease be advised that it is not the function of Western Dental to award financial compensationWestern Dental regrets any miscommunication or misunderstanding that has occurred and sincerely apologizes for any inconvenience that this matter has cause patient

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: It has been explained to the patient that as he presented to the dental office with coverage under a DHMO dental plan, the cost of treatment is based off of a fee scheduleClaims for payment are not submitted for DHMO plans, due to payment toward the cost of treatment not being expected from the dental plan providerThe patient has been advised in writing and was provided an itemized statement reflecting the services performed, the cost of treatment based on the patient’s DHMO fee schedule, payments received and the credit balance reflecting on the accountThe patient has been advised that WDS is currently processing a refund representing the difference between the amount paid toward treatment and the total treatment costs for services performedWDS sincerely regrets any misunderstanding or miscommunication that may have occurred regarding the handling of his accountFor questions regarding his insurance benefits and coverage, it is recommended that patient contact his dental plan directly

Western Dental Services is in receipt of the complaint filed by a patient of Western Dental Services ("WDS")WDS has thoroughly reviewed Ms*** complaint and WDS has sent her a resolution via email etter addressing all of her concerns on October 12,

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 10, 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.comThe patient is welcome to contact the Inquiry Response Unit for further assistance at 1-800-992-3366, extension ***, as we work to address her concerns