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Ivy Endodontic

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Ivy Endodontic Reviews (1)

We sincerely regret that such situation arose from our office with the patient, which has carried over for about 6 months. We understand the frustrating situation that patient had to come across due to initial errors from insurance company and miscommunication from our company.Since the moment we...

found out about the initial mistake from insurance Company, with the help of patient's updates through phone calls, we have been working on patient's case to resolve the issue with insurance company in timely manner and putting our best effort to minimize negative impact on patient. Therefore, our priority in this case was to work directly with the insurance company on patient's behalf.Insurance company made an error when processing our claim, so the payment was sent to patient instead of our office. When we called insurance company to check on the status of claim, we were informed of their mistake, so we contacted patient to arrange transfer of the payment to our office. A few days later, we received a payment on an insurance Company check, therefore, we processed it in patient's account. After about two weeks, insurance company has sent us another check of their correct reimbursement. Upon receiving the payment from the insurance company and knowing that they made correction to their previous mistake, we waited for their refund request in writing in order to send out a refund from our office. It was only when we got a phone call from an insurance representative, that we realized that the first insurance payment we had received was actually from patient and that we must have had a miscommunication within our company and failed to follow through his request to be informed when we receive his payment.Patient then updated us that he was receiving refund request from the insurance company, so with that information, we contact insurance company ourselves to arrange it so that patient would no longer be bothered with further financial responsibility. However, insurance failed to keep their words at multiple occasions as patient received more notices from them and from Collection agency. Therefore, we persistently contacted insurance company to resolve the issue and for them to contact the collection agency to cancel his account. We understood the severity of the situation for patient, which was why we did our best to prevent further actions against him.it was unfortunate that we had to give sometime during this whole process to get an update from the insurance Company each time as it took weeks for them to process our paperwork and refund submissions. We were also very frustrated that the insurance company would not follow through with their arrangements we had made with them at multiple occasions. Therefore, we worked with the insurance company to finally have reached clearance of his case with them and with Collection agency.

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Address: 12865 Main St #201, Garden Grove, California, United States, 92840

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