Hanosh Family Dentistry

Review: I began treatment in [redacted]’s office in May, 2015. I sat down with an insurance representative who gave me an estimate for services. I explained to the representative that I had two insurance plans: one Delta Dental employer plan, which allowed me to visit the [redacted] office, and a second Dental Dental Individual HMO plan that [redacted]’s office could not accept. I questioned her in depth regarding the retainer coverage quote because she stated that it was covered by my Delta Dental employer insurance at 100%. I stressed to her that if it wasn’t covered at 100%, I would have the orthodontic retainer made at my Delta Dental HMO office, in Lincoln, CA, and only use Dr. [redacted] for the annual services and fillings. She left the room, came back and assured me that it was covered. With this in mind, I signed the estimate and scheduled services.

On June 17, 2015, they completed my fillings and took a retainer mold. I made a payment of $188.80 at the time of service. The payment was higher than the initial estimate because my cavities were larger than anticipated. I was told that I would be called when the retainers arrived in two weeks. On July 3, 2015, I received a bill from [redacted] for $300. Upon receiving the bill, I called to question if the retainers were in and why I was receiving a bill for them when they were supposed to be covered by my Delta Dental employer plan. Because I could not get a clear answer, I had my mother call on my behalf. My mother spoke directly to the insurance representative who was extremely rude and dismissive. After several future unanswered messages, to their office over the last almost one year period, the account was turned over to the Butte County Credit Bureau.

I have never received the retainers, and if I did take possession of the retainers, after almost a year, they would not fit. At this point, the [redacted] office refuses to speak to me and tells me to just pay the collection agency. The dentist is great, but the office is unprofessional!Desired Settlement: I have NEVER taken delivery of the orthodontic retainers. In fact, after NOT receiving return phone calls, I had retainers through my HMO plan at no cost. Now, after a year, to expect me to pay for something that would not fit is extremely unprofessional. I expect this business to close my account with a $0 balance, have the Butte County Credit Bureau close my collection account at a $0 balance, and retract the negative rating from my credit report immediately.

Business

Response:

Thank you for your inquiry of May 18, 2016,After thorough review of this patient's dental records, it is determined that he was given an estimate for his orthodontic retainer (copy enclosed) and it was explained to him that the estimate was just that; an estimate. He was aware that if his insurance declined payment, he would be responsible for the full amount or any portion that they did not pay. He signed our declaration that he acknowledged the above explanation.It is therefore determined that he owes the amount of $350.00 and will be held responsible for it.Should you have any further questions, please contact me at your earliest convenience.Very truly yours,[redacted], DDS

Consumer

Response:

I am rejecting this response because: While it is a "he said/she said" situation regarding what was communicated with the estimation clerk at the time of signing the estimate, I find it unfortunate that the doctor will not consider that his staff made mistakes during this process. Regardless of what was signed, I know what was verbally communicated, and I find it sad that Dr. [redacted] staff will not take responsibility for this error. At this point, it seems we are up against a brick wall because Dr. [redacted] is not willing to consider anything other than a signed document. Regardless, what is not addressed by Dr. [redacted] response is the fact that I am being asked to pay for a device that was never delivered. I have contacted the [redacted] and Chico offices several times regarding my concerns regarding the delivery of this appliance and never received calls back. The individuals I have spoken to after it went to collections simply told me to contact the collection agency. When I asked that my concern be escalated to the doctor or other administrator, of the practice, my calls were never returned. My concerns are valid. The appliance was never delivered and now I am being asked to pay a collection agency for an appliance that I do not have. The collection agency states that they cannot assist with ensuring the property delivery of the appliance, so again a call was placed to Dr. [redacted] office. During the last call a representative told me to pay the collection agency and then contact them for an appointment. This raises another level of concern. If I have not been able to get a returned call regarding my issue with billing, then how can I trust that I will get an appointment for the delivery of the appliance once paid? Also, what if the appliance does not fit after such length of time? These are valid concerns. And, frankly these would not have been concerns had the office simply escalated my issues to someone with authority to work with me from the beginning. The handling of this situation, by Dr. [redacted] office has been unprofessional to say the least. I have [redacted] credit and am not someone who does not pay his or her bills. This is a situation that has resulted from a lack of professional communication, and is something that Dr. [redacted] should be concerned about.