Freightliner Of Cranbrook Ltd.

Complaint: [redacted] I am rejecting this response because:I have made it very clear that the only resolve is to provide me with full refund as there is no repairing that last denture purchased on 6/23/as stated by the Prosthodontist The uploaded attachment is clearly reflects the day guarantee his web site and does not clearly state that the Waco location nor [redacted] DOES NOT honor this This is misleading and falls under Deceptive Trade Practices[redacted] can place blame on his staff all he wants, my EOB's proves that he billed not only for the 6/23/date of service which my insuring company paid $of the $claimed, but also for the 6/27/date of service in the amount of $when I was not thereIt is his practice and he is responsible for the actions of his staff The buck stops at HIM!!! [redacted] did continue to bill me for the unpaid balance as noted in 8/4/billingAnd would have continued to bill me for the $and the additional $denied by my insuring company for 9/6/claim until I made it clear on 9/7/that per his recommendations that I would see a Prosthodontist and my demand of a full refund in my October 9th emailI have NEVER stated that he has denied me care [redacted] DID NOT disclose to me until 7/12/2017, after the second final purchased denture on 6/23/in the amount of $in regards to prosthesis fracture which he now calls it verses breakage This was information that should have been disclosed on 1/28/ THIS IS PROOF OF both Deceptive Trade Practices and Predatory Business PracticesI refuse to continue to come into the office of [redacted] and he had made it very clear that he will continue to bill my insuring company even if he tells me that the visit is a no chargeAnd as a contracted Humana Provider he is also not to charge any patient amounts above the negotiated rate which he has done repeatedly with meTHIS IS BLATANT PREDATORY BUSINESS PRACTICES also I have obtained my necessary Dental records (which I paid for) and am now under the care of a Prosthodontist as per [redacted] on 9/6/per my records previously furnish And I again request a full refund in the amount of $ Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:First [redacted] ***'s written statement: "my office does not guarantee any prostheses for the sheer fact that they are used for by respective patients to "eat" , function", etc..........Really so [redacted] is in the business to just make people look ecstatically better after loss of natural teeth All patients opt to have dentures made and are used for the purpose of eating Yet the quality of the product which is produce at Affordable Dentures in Waco is so sub-standard breakage would be obviousI can understand his statement for only that reason...........yet he never once disclosed his office does not guarantee the product they sellFurther he states Website for MY practice (Waco, TX) does not provide any warranties or guarantee nor does it state that is doesPlease see Web Ad printed from the Web site listing Location in Waco, TX with phone phone number [redacted] Statement, Unfortunately, a prosthesis can "break" especially when opposing natural teeth as I have discussed w/pt on multiple occasionPlease see complete dental records obtained from the office of [redacted] ***You will note when I began this treatment/services on 1/28/at NO such time did he discuss with me on multiple occasions "breaks" can occur The first mention was on 7/12/After the purchase of the second denture which failed less than days after purchaseThe first denture was delivered on 8/3/and it broke 6/23/The second delivered on 7/12/and broke 9/6/ NOTE that [redacted] only disclosed "breakage" after I paid another $for the purchase of a second denture [redacted] "we have never committed fraud and never will"see attachment which is my EOB received from Humana Dental.........Fraudulent claim for date of service 6/27/ This was for a exam and I was not even in the office on this date And as of this date the office of [redacted] has not sent notice to my insurance carrier of any refund$or $25,its still Fraud!! [redacted] "We had a new employee that accidentally filed I believe for a repair in regards to a different date of which she had contacted the insurance carrier as soon as it was discovered This was an honest mistake of which did not impact the patient in any way." You will find copy of the EOB for date of service 6/23/17.....note this claim was to have been filed for only the temporary repair on 6/23/ I did not authorize [redacted] to file for the purchase of the second denture which I purchased since he would not properly repair/fix the first dentureYou will note that my insurance carrier paid only a exam fee of $and reset the clock for coverage for a new denture My current dental carrier will only pay for new denture every years My years began 8/3/ I made it very clear on 6/23/that my dental insurance WILL not pay for a second new denture yet they would pay for a correct repair [redacted] ***'s office was to have filed for only the repair to the first dentureYet since he filed for both repair and a whole new denture my insurance denied the claim and reset my time with my carrier to 6/23/not 8/3/ So it in FACT DID impact me as a patient[redacted] statements allege that he suggested that I seek treatment from a Prosthodontist due to me being upset and refusal to call his office for help and due to my travel time and work it maybe a better idea to see someone more local and this is why I suggested the optional help of a Prosthodontist.............yet my dental records clearly state on 9/6/was the very first time he made mention "Other option I gave to patient was to see a Prosthodontist if she was not happy w/future breakage's/fx's It had NOTHING to do with my travel time or work nor my refusal to call his office Please also note in these same medical notes "I explained to ptthat I would not charge for services today" Yet [redacted] billed my insuring company for this no-charge I will upload this document as needed as I can not provide more than attachments Regards, [redacted]

Mr*** was seen by me on January 22, I relined his upper denture at no charge to the patient (refer to my notes below please) and explained to the patient that we would submit his services to his insurance and if they did not cover any of the services then we would write it off
Unfortunately, insurance company only covered a portion of the services rendered and my office ended up writing off $ Mr*** was content after he left my office that day and I have not heard back from him since.This is a copy of my notes (I cut and paste into this email from his chart notes documented by me) for Mr*** the day he came in which should shed some light on what we have done to help Mr*** Please feel free to share w/ him if you like:BP: 145/(RA); P: @ 8:AM APPtdid not take his BP medsthis AMy/o AAmale presents for consultation Ptaccompanied by his spouse Rmhx Highly encouraged ptto be compliant w/ his BP medications NKDA Fair to poor OH Pthas not returned to the practice since his "final" MxCD was delivered on 5/21/ Ptstates he had moved to Longview, TX (far from Waco, TX) and had visited another Dentist whom had advised ptto replace his MxCD I explained to pt., existing F/ prosthesis looks great and occludes well I did recommend HL'g existing F/ prosthesis to provide more retention if ptcan tolerate posterior extensions = ptunderstood + accepts Advised pt., an optional lower RPD to replace LL posterior teeth would definitely help "balance" occlusion especially opposing a MxCD = ptunderstood Encouraged ptto f/u Mndental/gum-periocare w/ Generalist, routinely MxPVS imptaken @ CO MedMeharry acrylic.Delivery in PM, F/ laboratory hard reline.*** ** ***, DDSPtpresents for delivery of F/ laboratory HL Delivered, adjusted, + checked occlusion = ptvery satisfied Ptgiven dci's, ohi's, + encouraged ptto remove prosthesis h.s Encouraged ptto f/u Mndental/gum-periocare w/ Generalist, routinely.RTO: PRNvia appt.*** ** ***, DDS

I'm sorry Mrs*** you feel this way but here are some points to understand: "day guarantee" attachment states "only available at participating practices", which my practice does not participate in Even w/ mentioned verbiage in ad, I will be more than happy to repair the prostheses for you which I have told you multiple times In regards to the insurance filings, we file each and every claim to the insurance coeven if no charges were assessed to the patient since we are an "in-network" provider as this was explained to you by my staff and even me 6/27/exam date was sent in that day since *** (front desk) had forgotten to submit on your visit date of 6/23/which did not impact anything and sometimes the girls will catch their mistakes a few days after You were charged for your actual 6/23/visit but the claim for that portion was not sent originally on 6/23/like we had explained to you Again, I want to assure you that my staff and I do NOT tolerate any fraudulent activities! I did explain to you that you do have an opposing natural dentition which would increase your chances for prosthesis fracture whether you see a Prosthodontist or not You are even at risk to fracture your upper denture w/ porcelain teeth that you have recently mentioned someone is fabricating for you.Bottom line, I will be more than happy to see you; however, you are at liberty to be seen by whom you choose.Respectfully,*** ***, DDS

Complaint: [redacted]
I am rejecting this response because:First [redacted]'s written statement:  "my office does not guarantee any prostheses for the sheer fact that they are used for by respective patients to "eat" , function", etc..........Really so [redacted] is in the business to just make people look ecstatically better after loss of natural teeth.  All patients opt to have dentures made and are used for the purpose of eating.  Yet the quality of the product which is produce at Affordable Dentures in Waco is so sub-standard breakage would be obvious. I can understand his statement for only that reason...........yet he never once disclosed his office does not guarantee the product they sell. Further he states Website for MY practice (Waco, TX) does not provide any warranties or guarantee nor does it state that is does. Please see Web Ad printed  from the Web site listing Location in Waco, TX with phone phone number [redacted] Statement, Unfortunately, a prosthesis can "break" especially when opposing natural teeth as I have discussed w/pt on multiple occasion. Please see complete dental records obtained from the office of [redacted]. You will note when I began this treatment/services  on 1/28/16 at NO such time did he discuss with me on multiple occasions "breaks" can occur.  The first mention was on 7/12/17. After the purchase of the second denture which failed less than 60 days after purchase. The first denture was delivered on 8/3/16 and it broke 6/23/17. The second delivered on 7/12/17 and broke 9/6/17.  NOTE that [redacted] only disclosed "breakage" after I paid another $1987.50 for the purchase of a second denture.  [redacted] "we have never committed fraud and never will". see attachment which is my EOB received from Humana Dental.........Fraudulent claim for date of service 6/27/17.  This was for a exam and I was not even in the office on this date.  And as of this date the office of [redacted] has not sent notice to my insurance carrier of any refund. $25.00 or $25,000 its still Fraud!! [redacted] "We had a new employee that accidentally filed I believe for a repair in regards to a different date of which she had contacted the insurance carrier as soon as it was discovered.  This was an honest mistake  of which did not impact the patient in any way."  You will find copy of the EOB for date of service 6/23/17.....note this claim was to have been filed for only the temporary repair on 6/23/17.  I did not authorize [redacted] to file for the purchase of the second denture which I purchased since he would not  properly repair/fix the  first denture. You will note that my insurance carrier paid only a exam fee of $25.00 and reset the clock for coverage for  a new denture.  My current dental carrier will only pay for 1 new denture every 5 years.  My 5 years began 8/3/16.   I made it very clear on 6/23/17 that my dental insurance WILL not pay for a second new denture yet they would pay for a correct repair.  [redacted]'s office was to have filed for only the repair to the first denture. Yet since he filed for both repair and a whole new denture my insurance denied the claim and  reset my time with my carrier to 6/23/17 not 8/3/16.  So it in FACT DID impact me as a patient.[redacted] statements allege that he suggested that I seek treatment from a Prosthodontist due to me being upset and refusal to call his office for help and due to my travel time and work it maybe a better idea to see someone more local and this is why I suggested the optional help of a Prosthodontist.............yet my dental records clearly state on 9/6/17 was the very first time he made mention "Other option I gave to patient was to see a Prosthodontist if she was not happy w/future breakage's/fx's.  It had NOTHING to do with my travel time or work nor my refusal to call his office.  Please also  note in these same medical notes "I explained  to pt. that I would not charge for services today"  Yet [redacted] billed my insuring company for this no-charge.   I will upload this document as needed as I can not provide more than 4 attachments.   
Regards,
[redacted]

My Associate, Dr. [redacted] has predominately seen and treated the patient; however, I stepped in to evaluate pt's. prostheses and help Dr. [redacted].  Between Dr. [redacted] and I, we have done as much as we realistically can to please the patient.  Mr. [redacted] has not been charged for...

any of the services/treatments he has received since November 12, 2015 -- yes, November 12, 2015.  He had requested an optional tube of Sock-it gel that day and was charged $20.00 for it.  Our team has always given Mr. [redacted] 100%; however, he has made extremely demeaning comments to me.  Pt. has always left satisfied upon treatment completion from of our office and then we hear back from him again w/ conflicting opinions.  I feel at this time that there is absolutely nothing we will be able to do to please the patient.  His main concern as he told us in the past was monies and we have not charged him for all the attempts we have made to help him.  I respectfully ask Mr. [redacted] to find a Dentist that can possibly please him more than my team and I can as we have completely exhausted all options at this point.   Respectfully,[redacted]

Complaint: [redacted]I am rejecting this response because:I have made it very clear that the only resolve is to provide me with full refund as there is no repairing that last denture purchased on 6/23/2017. as stated by the Prosthodontist.  The uploaded attachment is clearly reflects the 100 day guarantee his web site and does not clearly state that the Waco location nor [redacted] DOES NOT honor this.  This is misleading and falls under Deceptive Trade Practices.[redacted] can place blame on his staff all he wants, my EOB's proves that he billed not only for the 6/23/2017 date of service which my insuring company paid $25.00 of the $2050.00 claimed, but also for the 6/27/2017 date of service in the amount of  $25.00 when I was not there. It is his practice and he is responsible for the actions of his staff.  The buck stops at HIM!!![redacted] did continue to bill me for the unpaid balance as noted in 8/4/17 billing. And would have continued to bill me for the $37.50 and the additional $175.00 denied by my insuring company for 9/6/17 claim until I made it clear on 9/7/17 that per his recommendations that  I would see a Prosthodontist and  my demand of a full refund in my October 9th email. I have NEVER stated that he has denied me care. [redacted] DID NOT disclose to me until 7/12/2017, after the second final purchased denture on 6/23/17 in the amount of $1987.50 in regards to prosthesis fracture which he now calls it verses breakage .  This was information that should have been disclosed on 1/28/2016.  THIS IS PROOF OF both Deceptive Trade Practices and Predatory Business Practices. I refuse to continue to come into the office of [redacted] and he had made it very clear that he will continue to bill my insuring company even if he tells me that the visit is a no charge. And as a contracted Humana Provider he is also not to charge any patient amounts above the negotiated rate which he has done repeatedly with me. THIS IS BLATANT PREDATORY BUSINESS PRACTICES also.  I have obtained my necessary Dental records (which I paid for) and am now under the care of a Prosthodontist as per [redacted] on 9/6/17 per my records previously furnish.  And I again request a full refund in the amount of $1987.50.
Regards,
[redacted]

Ms. [redacted] is more than welcome to see me for her repair.  My office does not guarantee any prostheses for the sheer fact that they are used by respective patients to "eat", "function", etc.  Website for MY practice (Waco, TX) does not provide any warranties or guarantees nor does it state...

that it does.  Unfortunately, a prosthesis can "break" especially when opposing natural teeth as I have discussed w/ pt. on multiple occasions.  In regards to Ms. [redacted]'s dental insurance fraud accusation, we take every matter seriously and we have never committed fraud or never will.  We had a new employee that accidentally filed I believe a repair in regards to a different date of which she had contacted the insurance carrier as soon as this was discovered. This was an honest mistake of which did not impact the patient in any way and insurance carrier had noted the accidental error.  I apologized to the patient multiple times for my employee's error; however, she would get verbally "aggressive" towards the staff each and every visit.  Again, I will be more than happy to repair her prosthesis at no charge to the patient; however, I believe she had another Dentist repair her prosthesis and then it broke thereafter.  I've even written off any balances that Ms. [redacted] had on her account.  I have never denied dental care to Ms. [redacted] and have always treated her w/ the respect that she most definitely deserves.  Ms. [redacted] had emailed my Receptionist approx. 1+ month ago and we responded immediately stating the same facts + offered her a "no charge" repair regardless of what had happened w/ her prosthesis beyond my control.  Since patient was upset and refused to call my office for help, I had suggested she seek possible treatment w/ a "Prosthodontist" but made it clear to her that she is still more than welcome to see us.  Due to her travel time and work, I thought it may be a better idea to see someone more local and this is why I suggested the optional help of a "Prosthodontist".  I respectfully asked pt. to call our office so I can take care of her; however, she would call our corporate office requesting refunds as she has done multiple times.  Again, I'm more than happy to see Ms. [redacted] in regards to her prosthesis repair even though we do not guarantee or warranty prostheses in general.  Respectfully,[redacted]