Ideal Dental of Arlington

06/07/To whom it may concern: I am writing regarding the complaint, with assigned ID [redacted] This guest came to our office and was diagnosed needing a deep cleaningThe patient needed all four quadrants of mouth doneHer insurance breakdown was done prior to treatment planning the patient and the insurance was expected to pay their full portion and we collected the patients portion (the amount insurance was not paying)After patient left the claim was submitted to insurance and the upper areas were denied due to frequencyI spoke with the insurance company and apparently, she went somewhere else before us to have the same work done and never informed us of this, therefore when we treatment planned the patient it showed insurance would pay for the full amount because we were unaware she had work done elsewhere Yes, patient did receive a bill showing days as well as a day and about phone calls trying to let patient know of her balance dueOur billing department makes multiple calls before statements and/or collectionsPatient never returned calls, emails or letters until the collection letter was receivedShe then called the office to complain and they tried to explain why she owed and the patient was mad that she received this bill when she has care creditWe explained we do not keep patient’s cards on file, which is why we were trying to reach herShe was mad and hung up and then left a bad google reviewI then, as the manager, reached out to the patient and offered my apologies as well as free whitening (a value of $399) to patient for troubles and agreed to write off the balanceThe patient then removed her review on Google and seemed grateful for me reaching outDuring the time that she was upset her spouse, who also reached out to the Revdex.com with a complaint ID of [redacted] , had an appointment and No showedWe have all of our patients sign documents regarding our no-show policyWe require hours for cancelling or rescheduling and will charge $if this is not doneThe patient after receiving his bill called and stated he cancelledHowever, I am the one with the afterhours cell phone and all voicemails are sent to my email for after hours and no cancellation was madeI still however let patient know we would write off the balance for the no show of $I then received these emails from the Revdex.com and reached out to patients as I was confused and thought they were resolvedPt didn’t reply until a few days later stating that these were done before she and I resolved the issueI let the patient know no problem and explained we needed to get them in for their next appointment and whiteningPatient didn’t reply so I waited and contacted the patient again two days later about setting up their free whitening and she replied back in a text that she was busy and that she let me know her free days and for me to not call her again as I had her free days and she didn’t want to “play games” whatever that meansI never received anything regarding her days off and she said she wasn’t going to play games with me and that she was going to leave the complaints with the Revdex.com until she received her statements showing no balance and she had gotten her “FREE WHITENING” and that then she would remove itI let the patient know that I would be sending all of this to the Revdex.com and that I would mail her statement out I am all about customer service and bending over backwards for patients, and I have with writing off over $in services for her and her husband when they are true balances and are completely responsible for themHer own insurance company has stated she owes this amount and offering over $in free whitening and then patient flips her switch and is fine and removes her bad reviews as she but then almost flips again with my office with the Revdex.com in order to get thingsI am trying to take care of this complaint with these patients but don’t know how else to do that Thank you, [redacted] Office Manager [redacted]

Complaint: [redacted] I am rejecting this response because: No one from the office try to contact meI can provide my call log to show that information as well as the payment that you're speaking of that payment didn't hit my bank account I have the bank statement to prove thatDid you mention that the first time that you drafted my account you took two payments instead of oneAnd you only waited to respond after the payment was not paid because you didn't draft my account because the month before you took double the payment and have to return itYou stated that you tried to help me in refer me out as well but you never sent the specialist phone number or information for me to contact him to schedule an appointmentYou're stating if I buy a car and I don't pay all the money I won't get the title I'm talking about my teeth in my health not a car something that's not valuableSo you're stating that a contract is more important than a person's healthI knew when I saw the other customer come back to pick up his money the first time I set an appointment that I should have got up and left shaking my head on Shady businesses [redacted]

This is in regards to the outrageous complaint with assigned ID of [redacted] Pt [redacted] has complained that she is wanting her crown seated and how she has been paying on a payment plan and feels she should receive her permanent crown now instead of following the contract guidelines [redacted] was given a contract which has been attached to this email stating she would make payments on her crown to pay her patient portion of what insurance didn't payShe is correct in that insurance has paid their portion but she has only made her first payment of the agreed payment plan and the second one declinedWe have reached out to the patient and told her she could come in and have her temporary redone and adjusted as it Ts probably sitting a little too high off the tooth causing the painThis is natural as the patient in numb when the temporary is placed and we explain to alt patients at that time they will need to come back in after the numbness wears off if the bite feels off in any wayShe knew and was made aware her permanent crown couldn't be seated until the balance was paidShe signed her paperwork and contract and then now after making only of the six payments she wants her crown seatedWe explained we would be happy to redo the temporary but we couldn't seat the permanentWe even discussed had she at least paid half we could discuss it but she has made one and the second declinedShe even stated in her Revdex.com complaint that she signed a contract and now she wants to change the termsShe is stating she is in pain and we have offered to help her but because the solution to help her not be in pain wasn't what she wanted she has complainedWe are more than happy to take care of this patient but we cannot glye away the treatment and take the chance that the patient stops paymentsYou can't get the title for a car until you pay it off, and you can't contact the Revdex.com and say I agreed to pay payments so why can't they just give it to me nowI am shocked at this complaint and that it is even considered to be a valid complaint [redacted] Office Manager

Complaint: ***
I am rejecting this response because:
I went to this facility on good faithI was old that after I was treated I went to pay and was told all was verified and fine I get a bill months laterI wrote a review and contacted the Revdex.comOn May the 23rdI was contacted by phone by *** the office manager she explained to me that she had been having a problem with her billing staff sending out statements she said that she would remove the bill and offered me a free whitingI explained to her then that I was not trying to get something for nothing but I was told that I has paid and owed nothingSo I removed the google reviewOn May 30th I text *** and let her know my days off, she texted me back that she has made a offer to remove the bill and give me a free whiting and then she received the letter form Revdex.com and she wanted to know whyI explained that the complaint was made on Saturday the and we didn't talk until the 23rd She said that she wanted to visit with we me to get this resolvedBut instead on June the 7th I received another bill from this companyI texted her on June 8th and ask why I was still getting billsI quote from her text that she had sent me ( I'm sure it was the last as I sent over your statement for u and your husband along with all the texts to the Revdex.com to show a no balance so I apologize the bill must have overlappedI ask her to send me over a statement for my records but have not received one*** has stated that customer service is very important to herAs I have said before something is very wrong with a facility that tries to bribe or manipulate customers to do what they want and this is what has been happen hereNothing has been resolvedShe has apologize and said that the bills has a no balance and that is fine all that I wanted was a statement showing that to keep with my recordsI didn't think that was a problem but upon reading her reply I guess it wasThey made a mistake and I complainedIf customer service is a priority then customers shouldn't be bribed, manipulated or lied tooIf this had been resolved as you have stated in text, than sending a statement should not be a problemAnd I will check my cell phone and house phone to make sure that they are working as will as the answering machines on both since you stated that you have tried to call several times and received no responseIf you lave a message you will get a response
*** ***

06/07/To whom it may concern: I am writing regarding the complaint, with assigned ID ***This guest came to our office and was diagnosed needing a deep cleaningThe patient needed all four quadrants of mouth doneHer insurance breakdown was done prior to treatment planning the
patient and the insurance was expected to pay their full portion and we collected the patients portion (the amount insurance was not paying)After patient left the claim was submitted to insurance and the upper areas were denied due to frequencyI spoke with the insurance company and apparently, she went somewhere else before us to have the same work done and never informed us of this, therefore when we treatment planned the patient it showed insurance would pay for the full amount because we were unaware she had work done elsewhere Yes, patient did receive a bill showing days as well as a day and about phone calls trying to let patient know of her balance dueOur billing department makes multiple calls before statements and/or collectionsPatient never returned calls, emails or letters until the collection letter was receivedShe then called the office to complain and they tried to explain why she owed and the patient was mad that she received this bill when she has care creditWe explained we do not keep patient’s cards on file, which is why we were trying to reach herShe was mad and hung up and then left a bad google reviewI then, as the manager, reached out to the patient and offered my apologies as well as free whitening (a value of $399) to patient for troubles and agreed to write off the balanceThe patient then removed her review on Google and seemed grateful for me reaching outDuring the time that she was upset her spouse, who also reached out to the Revdex.com with a complaint ID of *** had an appointment and No showedWe have all of our patients sign documents regarding our no-show policyWe require hours for cancelling or rescheduling and will charge $if this is not doneThe patient after receiving his bill called and stated he cancelledHowever, I am the one with the afterhours cell phone and all voicemails are sent to my email for after hours and no cancellation was madeI still however let patient know we would write off the balance for the no show of $I then received these emails from the Revdex.com and reached out to patients as I was confused and thought they were resolvedPt didn’t reply until a few days later stating that these were done before she and I resolved the issueI let the patient know no problem and explained we needed to get them in for their next appointment and whiteningPatient didn’t reply so I waited and contacted the patient again two days later about setting up their free whitening and she replied back in a text that she was busy and that she let me know her free days and for me to not call her again as I had her free days and she didn’t want to “play games” whatever that meansI never received anything regarding her days off and she said she wasn’t going to play games with me and that she was going to leave the complaints with the Revdex.com until she received her statements showing no balance and she had gotten her “FREE WHITENING” and that then she would remove itI let the patient know that I would be sending all of this to the Revdex.com and that I would mail her statement out I am all about customer service and bending over backwards for patients, and I have with writing off over $in services for her and her husband when they are true balances and are completely responsible for themHer own insurance company has stated she owes this amount and offering over $in free whitening and then patient flips her switch and is fine and removes her bad reviews as she but then almost flips again with my office with the Revdex.com in order to get thingsI am trying to take care of this complaint with these patients but don’t know how else to do that Thank you, *** *** Office Manager ***

This is in regards to the outrageous complaint with assigned ID of [redacted]Pt [redacted] has complained that she is wanting her crown seated and how she has been paying on a payment plan and feels she should receive her permanent crown now instead of following the contract guidelines [redacted]...

was given a contract which has been attached to this email stating she would make payments on her crown to pay her patient portion of what insurance didn't pay. She is correct in that insurance has paid their portion but she has only made her first payment of the agreed payment plan and the second one declined. We have reached out to the patient and told her she could come in and have her temporary redone and adjusted as it Ts probably sitting a little too high off the tooth causing the pain. This is natural as the patient in numb when the temporary is placed and we explain to alt patients at that time they will need to come back in after the numbness wears off if the bite feels off in any way. She knew and was made aware her permanent crown couldn't be seated until the balance was paid. She signed her paperwork and contract and then now after making only 1 of the six payments she wants her crown seated. We explained we would be happy to redo the temporary but we couldn't seat the permanent. We even discussed had she at least paid half we could discuss it but she has made one and the second declined. She even stated in her Revdex.com complaint that she signed a contract and now she wants to change the terms. She is stating she is in pain and we have offered to help her but because the solution to help her not be in pain wasn't what she wanted she has complained. We are more than happy to take care of this patient but we cannot glye away the treatment and take the chance that the patient stops payments. You can't get the title for a car until you pay it off, and you can't contact the Revdex.com and say I agreed to pay payments so why can't they just give it to me now. I am shocked at this complaint and that it is even considered to be a valid complaint.  [redacted] Office Manager

I am sending this letter in response to a complaint you received in your department regarding our office. The complaint was received on 3/22 with the assigned ID of [redacted]On this day, Mr. [redacted] made his complaint as well as placed horrible reviews on our website. Our phones are connected through...

the internet so when it went down so did our phones. I personal reached out to Mr. [redacted] and explained everything to him. I discussed his diagnosis and why he no longer qualified for basic cleanings and although he apparently was confused, he did sign the treatment consents for the day in order to be able to do treatment. We DO NOT do any treatment on our guests without a signed consent explaining all that's being done. Aside from all this I personally reached out to him and after explaining all of this and providing him with a discount Mr. [redacted] said he apologized and removed all bad reviews he posted and booked his next cleaning appointment with us. I do have all of this dialog saved in text messages as well. The guest stated he apologized for his quick retaliation and once he and I resolved the issue he said it was all fine. You are welcome to reach out to Mr. [redacted] and you will find he will have the same response. Please let me know if there is anything else we can do to rectify this situation.  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The situation with this business has been resolved.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: No one from the office try to contact me. I can provide my call log to show that information as well as the payment that you're speaking of that payment didn't hit my bank account I have the bank statement to prove that. Did you mention that the first time that you drafted my account you took two payments instead of one. And you only waited to respond after the payment was not paid because you didn't draft my account because the month before you took double the payment and have to return it. You stated that you tried to help me in refer me out as well but you never sent the specialist phone number or information for me to contact him to schedule an appointment. You're stating if I buy a car and I don't pay all the money I won't get the title I'm talking about my teeth in my health not a car something that's not valuable. So you're stating that a contract is more important than a person's health. I knew when I saw the other customer come back to pick up his money the first time I set an appointment that I should have got up and left shaking my head on Shady businesses[redacted]

06/07/17 To whom it may concern:   I am writing regarding the complaint, with assigned ID [redacted] This guest came to our office and was diagnosed needing a deep cleaning. The patient needed all four quadrants of mouth done. Her insurance breakdown was done prior to treatment planning the...

patient and the insurance was expected to pay their full portion and we collected the patients portion (the amount insurance was not paying). After patient left the claim was submitted to insurance and the upper areas were denied due to frequency. I spoke with the insurance company and apparently, she went somewhere else before us to have the same work done and never informed us of this, therefore when we treatment planned the patient it showed insurance would pay for the full amount because we were unaware she had work done elsewhere.                   Yes, patient did receive a bill showing 60 days as well as a 30 day and about 10 phone calls trying to let patient know of her balance due. Our billing department makes multiple calls before statements and/or collections. Patient never returned calls, emails or letters until the collection letter was received. She then called the office to complain and they tried to explain why she owed and the patient was mad that she received this bill when she has care credit. We explained we do not keep patient’s cards on file, which is why we were trying to reach her. She was mad and hung up and then left a bad google review. I then, as the manager, reached out to the patient and offered my apologies as well as free whitening (a value of $399) to patient for troubles and agreed to write off the balance. The patient then removed her review on Google and seemed grateful for me reaching out. During the time that she was upset her spouse, who also reached out to the Revdex.com with a complaint ID of [redacted], had an appointment and No showed. We have all of our patients sign documents regarding our no-show policy. We require 24 hours for cancelling or rescheduling and will charge $50 if this is not done. The patient after receiving his bill called and stated he cancelled. However, I am the one with the afterhours cell phone and all voicemails are sent to my email for after hours and no cancellation was made. I still however let patient know we would write off the balance for the no show of $50. I then received these emails from the Revdex.com and reached out to patients as I was confused and thought they were resolved. Pt didn’t reply until a few days later stating that these were done before she and I resolved the issue. I let the patient know no problem and explained we needed to get them in for their next appointment and whitening. Patient didn’t reply so I waited and contacted the patient again two days later about setting up their free whitening and she replied back in a text that she was busy and that she let me know her free days and for me to not call her again as I had her free days and she didn’t want to “play games” whatever that means. I never received anything regarding her days off and she said she wasn’t going to play games with me and that she was going to leave the complaints with the Revdex.com until she received her statements showing no balance and she had gotten her “FREE WHITENING” and that then she would remove it. I let the patient know that I would be sending all of this to the Revdex.com and that I would mail her statement out.   I am all about customer service and bending over backwards for patients, and I have with writing off over $300 in services for her and her husband when they are true balances and are completely responsible for them. Her own insurance company has stated she owes this amount  and offering over $700 in free whitening and then patient flips her switch and is fine and removes her bad reviews as she but then almost flips again with my office with the Revdex.com in order to get things. I am trying to take care of this complaint with these patients but don’t know how else to do that.   Thank you,   [redacted] Office Manager [redacted]