Hjorth Dental

I have read the complainants rebuttal and have taken this opportunity to send the emailed copy of the front and back of the card finally sent to us by [redacted] on May 14th! As you can see the back of the card does not even correlate with the front of the cardIt seems as if the front of the cardis for delta dental and the back is from a health cardAgain, putting us inthe position to guess where to send the claims We can only do so much tohelp our patients maximize their insurance and their benefits and it alwayshelps if we have the correct informationI'm not sure which part she is is puting from our answer stating there is "no truth to it" but I can assure you we have documentation of all of our conversationsI have never personally talked to her about this matter and was actually on vacation when [redacted] called and left her messageAgain, she is not a patient hereI truly don't know what else we can do to help her.I am still not certain we will get payment based on the fact it took her so long to provide the corrected information We have bent over backwards to help herWe have been carrying her balance since February of and have allowed that to continue due to her relationship with one of our hygienists.We apologize for any short comings we may have had in customer service butas you can see from our record this has never been an issue before Thismay be a case of the mother being happier elsewhereIf this is what shechooses we will be happy to release her children's records without a fee.We appreciate her criticism and will work on our customer service skills andalways welcome an opportunity to learn and growDr [redacted] has read andapproved all of these emails and has said if Revdex.com or [redacted] would like tospeak to him directly he would be happy to take your call

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowI want to be clear, this action is not against the dental staff They have been nothing but kind However, considering this is [redacted] 's response, there is not much truth to it Considering she is part of the office staff, her customer service skills need improvement Regards, [redacted]

I am not surprised to hear that [redacted] filed a complaint but find it interesting that she has taken the time to do that, but not answer any of our calls for informationShe is not a patient at our officeHowever her children (two are over and one is **) are patients hereThey come on their own and are asked each and every time if any of their information has changedWell of course being kids, they always say no nothing has changed when in fact there were changesTheir insurance changedHowever they never informed us of this change until last week even though she has been receiving bills from us since March to which she has never responded until a week agowhen she left a message that her insurance changed and gave the id and group #We don’t know which insurance company it is we don’t know the claims address or employer, we have left several messages telling her this is a time sensitive matter as far as billing is concerned and that we need a copy of the front and back of the card to bill her insurance company correctly and also other information so to please call our officeShe always calls when we are closedShe left a message that she does not have a fax machine and to call her with our email address which we have done a total of times now without a response from her via our email addressThis is a case of responsibility being the patients/caretakers and her thinking that we can magically get all her information without her help that is not the caseWe have bent over backward trying to help get the claims paid as we want to get paid as wellWe pride ourselves on going over and above to help any of our patients and [redacted] and her family are no exception

I have read the complainants rebuttal and have taken this opportunity to send the emailed copy of the front and back of the card finally sent to us by [redacted] on May 14th! As you can see the back of the card does not even correlate with the front of the card. It seems as if the front of the cardis for delta dental and the back is from a health card. Again, putting us inthe position to guess where to send the claims.  We can only do so much tohelp our patients maximize their insurance and their benefits and it alwayshelps if we have the correct information. I'm not sure which part she is is puting from our answer stating there is "no truth to it" but I can assure you we have documentation of all of our conversations. I have never personally talked to her about this matter and was actually on vacation when[redacted] called and left her message. Again, she is not a patient here. I truly don't know what else we can do to help her.I am still not certain we will get payment based on the fact it took her so long to provide the corrected information.  We have bent over backwards to help her. We have been carrying her balance since February of 2014 and have allowed that to continue due to her relationship with one of our hygienists.We apologize for any short comings we may have had in customer service butas you can see from our record this has never been an issue before.  Thismay be a case of the mother being happier elsewhere. If this is what shechooses we will be happy to release her children's records without a fee.We appreciate her criticism and will work on our customer service skills andalways welcome an opportunity to learn and grow. Dr [redacted] has read andapproved all of these emails and has said if Revdex.com or [redacted] would like tospeak to him directly he would be happy to take your call.

I am not surprised to hear that [redacted] filed a complaint but find it interesting that she has taken the time to do that, but not answer any of our calls for information. She is not a patient at our office. However her children (two are over 18 and one is **) are patients here. They come on their...

own and are asked each and every time if any of their information has changed. Well of course being kids, they always say no nothing has changed when in fact there were changes. Their insurance changed. However they never informed us of this change until last week even though she has been receiving bills from us since March to which she has never responded until a week ago. when she left a message that her insurance changed and gave the id and group #. We don’t know which insurance company it is …we don’t know the claims address or employer, we have left several messages telling her this is a time sensitive matter as far as billing is concerned and that we need a copy of the front and back of the card to bill her insurance company correctly and also other information so to please call our office. She always calls when we are closed. She left a message that she does not have a fax machine and to call her with our email  address which we have done a total of 3 times now without a response from her via our email address. This is a case of responsibility being the patients/caretakers and her thinking that we can magically get all her information without her help…that is not the case. We have bent over backward trying to help get the claims paid as we want to get paid as well. We pride ourselves on going over and above to help any of our patients and [redacted] and her family are no exception.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I want to be clear, this action is not against the dental staff.  They have been nothing but kind.  However, considering this is [redacted]'s response, there is not much truth to it.  Considering she is part of the office staff, her customer service skills need improvement.
Regards,
[redacted]