Hampton Family Dentistry

*** *** ***
*** *** *** * *** *** *** *** ***
*** *** *** ***
*** ***
*** ** ***
Re: ID #***
Dear *** *** ***,
Thank you for another opportunity to respond to *** ***’s complaint*** *** stated that she started receiving bills one year after the procedure was performedOur records show that we started the billing process on July *,
Her response also stated that numerous calls were placed to the office requesting information and an itemized statementStandard operating procedure in this office is to document phone calls from patients who have billing concernsWe do not have any record of phone calls from **or *** ***; however, we attempted to contact them by telephone and there was no answer to our callsOn 9/**/we sent a delinquency noticeWe did not receive a response from the *** regarding the notice
If *** *** contacted her insurance company for a copy of the EOB they would have advised her that the procedure was not a covered expense and she was responsible for paymentShe did not state whether or not they sent her a copyIf she had received the EOB, and read it, she would have seen their note stating that the placement of the device was not coveredBenefit explanations are also available on their dental insurance website for subscribers and providers
A detailed bill, billing statements, a copy of the EOB, and paperwork that *** *** signed will be sent to her immediately
Again, the *** account will be cleared from collections as soon as payment in full is received
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:

[Your Answer Here]The statement from the business is untrue. The procedure was performed in June of 2011. Our insurance was accepted as payment in full with the exception of a gold chain that needed to be placed for the orthodontist. My daughter needed to have a gold chain due to a nickle allergy, the cost of the chain was $75.00 which was paid at the time of service by debit card. I first received a bill in the beginning of 2013 for $250.00, numerous calls were placed to the office requesting information, an itemized statement was requested and never received. I even contacted my insurance company to request copies of the E.O.B. I have never recieved a phone call back from this office, my phone number has been the same for at least 20 years. Is it common practice for a professional office to bill over a year after a procedure was performed? I have previously requested all documentation stating that I owe this amount, I want a detailed bill and office notes as well as copies of any paperwork that I may have signed. I would also like copies of all bills that were sent to me as well as proof of payment from our insurance plan. Thank you.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], 
Thank you for the opportunity to respond to [redacted]’s complaint regarding billing and collection issues. 
[redacted]’s daughter was treated at our office on 6/*/11. At that time two procedures were performed. The...

fees for the procedures were $400 and $450 and the cost of the device was $450. Insurance combined the procedures into one payment so we waved the $400 procedure fee. The claim for the device was denied as a non-covered service. 
At the time of the visit [redacted] was told that the device was not covered by their insurance. He was not told that the office accepted the insurance payment as payment in full as stated in [redacted]’s complaint. [redacted] paid $75 by credit card on the day of the procedure. On 7/*/11 another $125 was paid, in cash, toward the balance. 
We have been sending bills to the [redacted] since 7/*/11. We did not receive a response until the account was sent to collections. 
On 4/**/11 [redacted] signed a Consent for Services document that read, “Patients who carry dental insurance understand that all dental services furnished are charged directly to the patient and that he or she is personally responsible for payment of all dental services. This office will help prepare the patients insurance forms or assist in making collections from the insurance companies and will credit any such collections to the patient’s account. However, this dental office cannot render services on the assumption that our charges will be paid by an insurance company.” 
The [redacted] account will be cleared from collections as soon as payment in full is received. 
Sincerely,
[redacted]

Review: My daughter received services through this office a few years ago. She was covered by insurance for the services except for the cost of a gold chain that was placed in her mouth which my husband paid cash for. On the day of service my husband was told that her visit was paid in full and no further visits were necessary. After a year and a half we started receiving bills for $250.00. We spoke to the office representative who stated that after reviewing the files it was found that the insurance did not cover this and we were responsible. At the time of visit the office accepted the insurance payment as payment in full. After almost two years how can an office balance bill? This was an in-network provider when my daughter had services rendered.Desired Settlement: I would like the bill to be adjusted, there should be a zero balance and my name should be cleared from collections.

Business

Response:

Dear [redacted],

Thank you for the opportunity to respond to [redacted]’s complaint regarding billing and collection issues.

[redacted]’s daughter was treated at our office on 6/*/11. At that time two procedures were performed. The fees for the procedures were $400 and $450 and the cost of the device was $450. Insurance combined the procedures into one payment so we waved the $400 procedure fee. The claim for the device was denied as a non-covered service.

At the time of the visit [redacted] was told that the device was not covered by their insurance. He was not told that the office accepted the insurance payment as payment in full as stated in [redacted]’s complaint. [redacted] paid $75 by credit card on the day of the procedure. On 7/*/11 another $125 was paid, in cash, toward the balance.

We have been sending bills to the [redacted] since 7/*/11. We did not receive a response until the account was sent to collections.

On 4/**/11 [redacted] signed a Consent for Services document that read, “Patients who carry dental insurance understand that all dental services furnished are charged directly to the patient and that he or she is personally responsible for payment of all dental services. This office will help prepare the patients insurance forms or assist in making collections from the insurance companies and will credit any such collections to the patient’s account. However, this dental office cannot render services on the assumption that our charges will be paid by an insurance company.”

The [redacted] account will be cleared from collections as soon as payment in full is received.

Sincerely,

Consumer

Response:

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:

[Your Answer Here]The statement from the business is untrue. The procedure was performed in June of 2011. Our insurance was accepted as payment in full with the exception of a gold chain that needed to be placed for the orthodontist. My daughter needed to have a gold chain due to a nickle allergy, the cost of the chain was $75.00 which was paid at the time of service by debit card. I first received a bill in the beginning of 2013 for $250.00, numerous calls were placed to the office requesting information, an itemized statement was requested and never received. I even contacted my insurance company to request copies of the E.O.B. I have never recieved a phone call back from this office, my phone number has been the same for at least 20 years. Is it common practice for a professional office to bill over a year after a procedure was performed? I have previously requested all documentation stating that I owe this amount, I want a detailed bill and office notes as well as copies of any paperwork that I may have signed. I would also like copies of all bills that were sent to me as well as proof of payment from our insurance plan. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

Re: ID #[redacted]

Dear [redacted],

Thank you for another opportunity to respond to [redacted]’s complaint. [redacted] stated that she started receiving bills one year after the procedure was performed. Our records show that we started the billing process on July *, 2011.

Her response also stated that numerous calls were placed to the office requesting information and an itemized statement. Standard operating procedure in this office is to document phone calls from patients who have billing concerns. We do not have any record of phone calls from **. or [redacted]; however, we attempted to contact them by telephone and there was no answer to our calls. On 9/**/13 we sent a delinquency notice. We did not receive a response from the [redacted] regarding the notice.

If [redacted] contacted her insurance company for a copy of the EOB they would have advised her that the procedure was not a covered expense and she was responsible for payment. She did not state whether or not they sent her a copy. If she had received the EOB, and read it, she would have seen their note stating that the placement of the device was not covered. Benefit explanations are also available on their dental insurance website for subscribers and providers.

A detailed bill, billing statements, a copy of the EOB, and paperwork that [redacted] signed will be sent to her immediately.

Again, the [redacted] account will be cleared from collections as soon as payment in full is received.

Sincerely,