Folsom Family Dental, LLC

It is true that this restaurant has been a customer for years and we have collected COD in the pastHowever, our current policy is to provide pre-paid Maintenance Agreements so that our technicians do not carry cash, or have to wait for checks that are not available at the time of service.This customer was mailed a Maintenance Agreement and did not respondWe also emailed the customer a Maintenance Agreement so that their violation could be cured without a fine.It is the customer's responsibility, as well as ours (when there is a Maintenance Agreement) to arrange a timely appointmentIn this case the customer demanded service on their COD terms only.Active Fire Extinguisher has been in business for over years and we do our best to satisfy all customers

Complaint: ***
I am rejecting this response because they are lyingI will be filing my hippa complaint with the OCRIt seems as though this office needs to better acquaint themselves with hippa violations as they have committed more than oneUltimately, they will see that the $they may get from me are not worth the cost in bad faith inflicted on their business from my retelling of my experience with them.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was never informed of any changes to their maintenance agreement, I received nothing in the mail. Does it seem reasonable that I would put my business in jeopardy like that? We are not talking something small,, we are talking about the fire safety equipment in a  commercial kitchen. Again, after 6 years of routine service, they just didn't show up, and are making up some excuse now that there is a violation which would go against their license, which I will be pursuing further with NYC FDNY and any licensing agency. I saw the email agreement they sent after I notified them of the violation, it's no different from the forms they used for the 6 years I was a customer. I could provide copies of previous agreements and the one I was emailed as proof if you like. Additional information:  I had a new company come in and do the service. There's a part called a fuseable link, a key part to the Ansul system, it's what discharges the system at a certain temperature in a fire. I paid every 6 months to replace them, nominal fee, something like $15 each time. The ones taken out were dated 2012. It was so full of grease it would not have discharged until it hit 500 degrees or more, as per the new technician. This company is resting on laurels it no longer deserves. Their response just sounds like covering their tracks for not showing up and causing a long time customer a fine, for which I still will expect reimbursement.  Thank you,[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

It is true that this restaurant has been a customer for 6 years and we have collected COD in the past. However, our current policy is to provide pre-paid Maintenance Agreements so that our technicians do not carry cash, or have to wait for checks that are not available at the time of service.This...

customer was mailed a Maintenance Agreement and did not respond. We also emailed the customer a Maintenance Agreement so that their violation could be cured without a fine.It is the customer's responsibility, as well as ours (when there is a Maintenance Agreement) to arrange a timely appointment. In this case the customer demanded service on their COD terms only.Active Fire Extinguisher has been in business for over 75 years and we do our best to satisfy all customers.

We take customer complaints seriously at our business and as a result have received very few.  We do not wish for any patient to have a bad experience and will do whatever we reasonably can to make a patient happy.  However, there is apparently no way to make [redacted] happy and [redacted]'s...

complaints are meritless as will be demonstrated below.  After reading [redacted]'s comments, we have spoken to all staff who interacted with him, as well as reviewed documented chart notes. What we have unequivocally found is that [redacted] has intentionally or negligently misrepresented the truth in his complaint.[redacted] has left bad reviews for us on Google, Facebook and Yelp.  It is important for the Revdex.com to read those other reviews because they contradict each other and what he has stated to the Revdex.com.  Specifically, [redacted] claims in several reviews that he was the one who called us to make the appointment, however, after correcting him in a written response to one of his reviews telling him that it was his girlfriend who was the one who called us, he then said "No you're lying. I was with her when she called to make the appointment."  Thus, in the same sentence, he both confirms he was the one who said something false (that he called to make the appointment), and that it was us that told the truth, yet he calls us the liars.  This written admission and falsification serves as important evidence to discredit him and his claims since, as established below, who called us to set up his appointment is a material fact in evaluating everything he claims we supposedly did wrong. I have attached photos of this review and his subsequent admission. When his girlfriend called and scheduled his appointment over the phone, she asked if we took his insurance. We advised her that we take certain forms of [redacted] Insurance, but we would need specific insurance information, including, but not limited to, member and group numbers, to know whether he will be provided with benefits for services rendered thru our office.  That information was not given to us at that time.  We advised her to call us back and let us know of said insurance information ASAP so that we may check on benefits.  His girlfriend indicated that she would call us back with more detailed insurance information, but that never happened. As a result, we did not have the opportunity before [redacted]'s appointment to check on his insurance and thus could not confirm anything in terms of his benefits.  His claim to the contrary is both uninformed (since he was not the person who spoke to us before his appointment) and is a false (as evidenced by both his own written admission and our documented chart notes). Furthermore, it should be noted that we check on a prospective patient's insurance coverage as a courtesy, not a requirement, and we only do so when the necessary information is provided well in advance of the appointment.  We also never guarantee that benefits will be provided by an insurer since we can only check whether benefits are potentially available.  Checking on the possible existence of insurance coverage is not always quick, and can take upwards of an hour of waiting on the phone at times. That is why we ask that if a patient would like us to do a courtesy check, they give us ample time.  As an adult insurance holder, it is [redacted]'s responsibility to know and be responsible for knowledge of his benefits.  We have many new patients a month and, time permitting, gladly check if asked everyone's unique insurance information as a courtesy to help them be aware of benefits. However, this is a courtesy, not a policy, of our office, and we must be given time to perform the check.  In addition, regardless of what we are ultimately told by the insurance company, any and all charges, co-payments and denied benefits are ultimately the insurance holders responsibility.When [redacted] came in to our office for his exam and cleaning, we gave him paperwork to sign, including a form which he signed acknowledging he is responsible for payment if his insurance does not pay for the care.  He did then give us his insurance information, but also chose to go ahead with his appointment without requesting us to first check on his insurance coverage.   He was given a hygiene exam and subsequent cleaning with scaling.  He also received a set of 4 bitewings.While [redacted] was receiving services from us, we conducted a check on his benefits.  It took about an hour of waiting on the phone to get [redacted]'s benefit information.  As soon as we found out he had no coverage in our office, we let him know, but he had already received all the above listed services from our office.When a patient voluntarily receives a service, just like if they were to eat at a restaurant or get a haircut, they are entering into a contract in which they then become liable for the costs they incur. Our office is no different.If [redacted] wanted to be sure of his insurance benefits, it was his responsibility to know this information before receiving service.  After a service has been received, he cannot decide that he does not want to pay for it, regardless of what his insurance benefits may be. If insurance coverage was a concern for [redacted], he or his girlfriend had an obligation to either check on it themselves by directly contacting his insurance carrier or call us with the requested insurance information at least a couple of business days prior to his appointment so that we would have time to check with his insurance carrier prior to his appointment.  Again, we check insurance benefits as a courtesy; not an obligation, and do so only when asked.  We never "explained that whoever had taken the appointment must not have done it."  That is another blatant falsification, and we have documented that this information was never received in our chart.When [redacted] came to the front desk after receiving his services, we calmly explained all of this to him, and as a courtesy for him to be able to get his balance paid the same day of treatment (which is our required and stated policy), we generously offered to write off all his x-rays and his hygiene examination, and give him 10% off of the remaining total amount owed.  Stated another way, even though [redacted] received $441 in services from our office, we agreed to only charge him $146.  As for [redacted]'s clam that we held his X-rays ransom, we would not dream of engaging in such behavior and this is another falsification.  Two staff members were witnesses to our office manager offering all these discounts to [redacted] as well as offering to have [redacted]'s x-rays sent to him.  Nonetheless, [redacted] was visibly irate, did not listen, chose to be rude to our staff, and then walk out without paying for the services he received, even though we had given him many generous discounts as a courtesy to make it easier for him to pay.In terms of follow up, we did leave a voicemail message on the number that [redacted]'s girlfriend gave us when she scheduled his visit saying we need a call back regarding the balance on his account and that if the balance exceeds 90 days, it will be sent to collection.  [redacted] again misrepresents the truth when his says that HIPPA related information was conveyed.  No future contact with [redacted] by our staff is anticipated since the next step is for this matter to be sent to collections if he does not pay, however, we will change [redacted]'s file to the number [redacted] provided on his intake form instead of the number provided to us by his girlfriend when she made his appointment.