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Hill Country Community Clinic

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Hill Country Community Clinic Reviews (2)

Dear Mr***, I was recently notified of the complaint that you posted to the Revdex.com regarding your dental care at Hill Country. I carefully reviewed your complaint with all parties involved. First and most importantly I apologize for our failure to respond quickly
to your complaintWe were able to identify where our communication failure happened and are very sorry that this happened to you. We appreciate our patients who take the time to call and you should not have been treated this wayActions have been taken to improve our call back process and prevent future errors like this. I am sorry that your last call was droppedHill Country installed a new phone system during this time and had experienced some call transfer problems. I can assure you that no staff member here deliberately hung up on you but understand that it this must have been a very frustrating experience. And now to respond to your primary concern: the fee for the initial visitI am sorry for the confusion that was generated by this fee. Our clinic policy requires a periodic or focused exam and diagnostic x-rays for any patient that needs an evaluation of new issuesIn your case the new issues would be the lost filling and crownThis fee should have been explained and collected at the time of that visitOur failure to do so certainly contributed to the misconception that this was a complimentary visit. We will waive the $fee for this visit immediately. We appreciate any patient who takes the time to give us constructive feedbackYour contribution is a valuable lesson for our business. Thank you*** ***Hill Country Health and Wellness CenterCompliance Officer###-###-####

Review: I have been a dental patient of Hill Country Health & Wellness Center located in Round Mountain, CA for a number of years now. I recently had a crown fall off and a filling fall out. So I called Hill Country to make an appointment to have the root base under the crown extracted as well as have the lost filling replaced. I was told that I should come in for a quick evaluation, which my understanding was that it was complementary. So I went in and the evaluation with [redacted], DDS lasted maybe all of 2 or 3 minutes. He looked in my mouth and said, yes the once crowned tooth needed to be pulled and the lost filling replaced. So I proceeded to the scheduling desk to make an appointment. Which I did and asked if there was anything else and was told no. So I left. I returned for my scheduled appointment on May 21, 2015 and had the once crowned tooth extracted. Having no dental insurance, I have always been asked to pay for rendered services before I leave. Which I did. A total of $168.00, as indicated by the person taking the payments. I received another appointment to have my lost filling replaced and went on my way. Then to my surprise I received a bill in the mail for $147.00 for the initial evaluation that was supposed to be free. I called Hill Country and talked to their billing person [redacted]. I asked her what was going on with the bill and explained that I dont believe I owe the amount billed. She indicated that she would have to talk to the office manager and would get back to me. Having waited several days I again called and asked to talk to the office manager. I was told that she wasnt in so I asked to be connected to the biller. I was transferred and then heard a click, which I can only assume was the biller hanging up on me. Here it is June 2nd and still havent heard anything from Hill Country.Desired Settlement: I have always paid up front for services rendered and don't believe I owe the $147.00. I would also expect a phone call back from the biller as indicated she would do.

Business

Response:

Dear Mr. [redacted], I was recently notified of the complaint that you posted to the Revdex.com regarding your dental care at Hill Country. I carefully reviewed your complaint with all parties involved. First and most importantly I apologize for our failure to respond quickly to your complaint. We were able to identify where our communication failure happened and are very sorry that this happened to you. We appreciate our patients who take the time to call and you should not have been treated this way. Actions have been taken to improve our call back process and prevent future errors like this. I am sorry that your last call was dropped. Hill Country installed a new phone system during this time and had experienced some call transfer problems. I can assure you that no staff member here deliberately hung up on you but understand that it this must have been a very frustrating experience. And now to respond to your primary concern: the fee for the initial visit. I am sorry for the confusion that was generated by this fee. Our clinic policy requires a periodic or focused exam and diagnostic x-rays for any patient that needs an evaluation of new issues. In your case the new issues would be the lost filling and crown. This fee should have been explained and collected at the time of that visit. Our failure to do so certainly contributed to the misconception that this was a complimentary visit. We will waive the $147 fee for this visit immediately. We appreciate any patient who takes the time to give us constructive feedback. Your contribution is a valuable lesson for our business. Thank you[redacted]Hill Country Health and Wellness CenterCompliance Officer###-###-####

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Description: Health & Medical - General

Address: 29632 Hwy.299E, Round Mountain, California, United States, 96084

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