Holyoke Health Center

The Dental department has "cut off" all communication, by phone.You are put on hold, merely to leave a message.Then they do not return your call. A dentist from this office is trying to send me to a specialist(periodontist). They need my dental X-rays.Time is a factor.I've already had to cancel and reschedule one appointment,as the assistant at the specialist's office cannot get through to the dental department at Holyoke Health Center.The specialists office has been leaving messages since last Friday, with no reply.Desired SettlementI wish for the necessary X-rays to be sent to [redacted].I wish for the dental department to answer their phones, (promptly because time is a factor) be kind, and helpful.

Despite repeated assurance of the total cost of my dental visit, I was subsequently billed for four times the amount that I had been quoted. On [redacted] I sought out affordable emergency dental care for a painful suspected tooth abscess. I had dental coverage that would take effect the following day [redacted] but I didn't want to wait to be seen if I could find a free or affordable option for that same day rather than living with the excruciating pain through the holiday break. I discovered that the Holyoke Health Center, a local non-profit healthcare provider, offers emergency dental services on a sliding scale. I contacted their Chicopee branch on Memorial Drive (the office closest to me) and inquired as to whether they could see me that day and at what cost. I informed them that I didn't have insurance and had read that they offered a sliding scale. They told me that the emergency visit would cost $25, but that I would have to pay upfront. Even though I would have coverage as of the following day, $25 seemed like a worthwhile expenditure if it would address the pain that much sooner. I confirmed the appointment and repeatedly asked the staff to confirm that the only cost I was incurring was $25, and they assured me that was the total amount for my visit that day and that I would only incur additional charges if I had follow-up work done based on the findings of this initial exam. They took an x-ray of my problem tooth, and the dentist looked at the film, confirmed an abscess, and instructed the (technician?) to provide me with a prescription for pain medication and an antibiotic. My visit with the dentist lasted less than two minutes and he never looked in my mouth. I assumed this was the "quick, affordable" $25 service and left satisfied and grateful for their commitment to affordability, for seeing me so last-minute heading into a holiday, and for the relief that the prescriptions brought shortly thereafter. I cannot stress enough how many times I asked the staff to confirm that this REALLY WAS my only charge, and they did so (on the phone before I made the appointment, again when I got to the office, and again upon checking out). I even said "You're sure that I'm not going to pay this today and then get a bill for more?" and they said no, it was just $25 for the emergency visit and I would only be billed more if I received the additional work that the dentist advised would be necessary to repair the problem tooth (a root canal and crown). They wrote down the quoted cost for the root canal and crown should I opt to move forward with that additional work, but again assured me that my visit that day was just $25, which I paid. When I later received a bill in the mail for an additional amount, I assumed it was in error. Several months later, I received a restatement of the bill and again assumed it was in error. I filed it away mentally as something I would have to address if the provider didn't notice the error and correct it themselves. Just recently, I received the bill again along with a "final invoice before your account goes to collections" notification, so I called the billing department. I assumed that I would tell them that I had been quoted and already paid the $25 emergency visit fee and they would apologize for billing an additional amount and would correct their records. Instead, I spoke with a woman who was surprisingly rude and insulting. She was as opposite as you could possibly be to the friendly, helpful, "affordable for all" spirit expressed on the Holyoke Health Center's website. Rather than being helpful, she scolded me for not calling sooner...before admitting that calling sooner wouldn't have made any difference in their position that I owe the larger amount (again, four times as much as I had been quoted). She repeatedly said they "aren't responsible for what the girls at the desk tell people," despite my protests that I would not have gone forward with dental care that I could not afford. That is why I asked so many times for assurance that $25 was the only fee I was incurring for this visit.Desired SettlementI kindly request that the Holyoke Health Center correct their records and waive the additional amount that they claim is due for my emergency dental visit, bringing my amount due to zero.Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]Patient called about bill and spoke with one of our dental billers about it [redacted] she states that she was told by the front desk when she called that she would have to pay 25.00 she claims that she asked 20-30 times in the office if she would be charges anything else she states that the FD told her no there would be no other charge. I ask her why she did not call when she received a bill in [redacted] she though it was in error and I ask her why she did not call when she received a bill in [redacted], [redacted] she though they would just go away. She is only calling because she receive a collection letter. I did ask her this is the only reason she is calling if there was no letter she more than likely would not be calling I gave her supervisor phone #. we have 6 dental site and when patients call or walking for emergency visit without insuranceour Front Desk Receptionists have a scripts to explain the protocol of been seen without insurances. first we let them know what service they would get as an emergency visit.Palliative(emergency)exam treatment of dental pain-minor procedure.PA- may be taken for specific areas where extraction is anticipated, when infection or when an anomaly is suspected. Prescription- if infection is present and pain medication.The total cost of the emergency visit $122.00, if they don't have the complete amount we ask a least $25.00 dollar and we notify them that they are responsible for the remaining balance of the visit. We refer them to our Managed care department to apply for any of the state insurance.If the patient would like to call me and discuss an payment agreement for her balance, we can work something out that is affordable for her. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was never advised of any additional charges. There was never a mention of a $122 charge. To the contrary, I was repeatedly told that the only charge for my visit that day would be $25, and that I would not be billed any additional amount unless I had follow-up treatment beyond the emergency visit. The fact that I did not call the billing department sooner than I did has no bearing whatsoever on the fee that I was quoted at the time that I decided to proceed with the emergency visit. The amount that is affordable for me is the one that I was quoted and agreed to pay at the time of service. To charge me an additional amount after the fact is disingenuous.Final Business Response Good Afternoon,I spoke to Ms. [redacted] this morning and I adjusted off the balance she had of $76.00.This issue is now resolved and I let her know if she needs anything else, to please call me direct.[redacted]