September 8, Revdex.com Complaint: ***(***) To Whom It May Concern:On February 9, Ms*** visited our office tor a routine
cleaning with exam and x raysThe hygienist notes are: "Bp- 116/P-Pt presents with no ccAfter probing and viewing x-rays- pt presents with early stages of perio, Needs scrp 1-teeth all quads- mod bosSlight evident bone loss on X-rays, It's been yrs sincelast professional cleaningMGR"While here, the patient also had a veneer re-cementedDue to the condition of her dental health, at this time, the patient was given a treatment plan with a cost estimation and the two-hour deep cleaning was scheduled for February 17thHygienist notes from that day are; "Ptpresents with no ccBp- 109/P-Dx- localized periodontitisAfter probing and viewing x-rays - ptpresents 4-mm pockets with generalized mod/severe bleedingPerformed SCRP all quadsHand scaled followed by cavitron to remove cal and bacteriaTissue erythemic in localized areasOHI to include brushing and flossing dailyPlace pton chlorMGR".The patient began receiving monthly statements while our office was waiting to receive payments from her insurance companyOur office was never able to collect any payments from the patient or her insurance company.On March 3, 2016, I spoke with her insurance company to inquire as to why payment had never been made to our office and the representative informed me that they had paid the insurance claims directly to Ms***, I called and spoke with the patient letting her know what her insurance company had said and that she was now responsible for the full amountShe said that she would send the payment inStilt, our office never received any payment and statements were being continuously sent out.On the final notice that was sent out prior to sending the patient to collections, she was informed that if she was turned over to collections, her insurance company would be notified and that she could potentially face on Investigation for insurance fraud.After this account was sent to collections, Ms*** submitted a payment of $to our office even though this still leaves an outstanding amount of $Because Ms*** denies having been informed of her balance, I feel it is Important to point out that she included a statement from March along with the payment she made in August, thus proving that she was receiving the statements we were sending.In response to her claim that we did not file with her secondary insurance, we do not have any secondary insurance on file for her family and it is not customary for our office to file with secondary insurance companiesWe submit claims to primary insurance and then provide the patient whatever they request for them to file personally with their secondary insurance company.Since Ms*** had received every payment from her primary insurance company, she had sufficient information to file with her secondary.Regarding her desired settlement: 1) We are unable to call this bill back from collections until the entire amount is paid in fullWhen it is paid in full, we will be happy do so2) There Is no confirmation that the secondary insurance was tiled as we do not have a secondary on file for this family and it would have been up to the family to file with a secondary insurance3) We will be happy to mail (not e-mail) a complete account ledger listing procedures and payments for the entire family4) We will be happy to provide dental records to any dentist the patient requests us to send them to for the entire family.Sincerely, *** ***Jennifer Grant Family Dentistry
Complaint: ***
I am rejecting this response because:
1) You STILL have not delivered upon my requests You SAY you will, but I've got nothing in hand yet I've been asking for the exact same thing now for over a monthYOU NEED TO SEND IT TO ME2) You admit you're making an assumptionYour assumption is INCORRECT There were TWO attempts to collect- in January when I received the first statement to which I responded in March when I received the second statement to which I also responded again.
3) NEVER has anyone in your office ever stated to me, until I filed this complaint, that you would not file secondary insurance! In fact, your insurance coordinator told me on TWO OCCASIONS (January & March) that the insurance WOULD be filedI am going to file a formal complaint with the state licensing board if you do not deliver upon my repeated requests within the next business days I am also NOT going to withdraw this complaint because you have made NO EFFORTS to act upon my requests.
Regards,
*** ***-***
Complaint: [redacted]
I am rejecting this response because:
1) I am not a dental professional, and I do not understand all of the technical jargon in the response.
2) I note that you have now sent me yet another bill, attempting to collect additional fees. I will not be paying this bill, as my position is that this should never have been sent to collections. I find it odd that you can provide me with a bill, but not the items that I've requested, namely:
Itemized statement showing charges/ write offs/ etc.
On the itemized statement, procedures which either were a) optional, or b) should have had a pricing discussion with me in advance of performing them, flagged
Medical/ dental records release
3) Your accounting of the contact is factually incorrect. The way this went is:
Day of appointment- I provided my new insurance indicating that my old insurance is now secondary. Your staff expressed understanding of this at the time. Note: at the end of this appointment, Misty indicated, "This was the easiest and fastest descaling I've ever done." I don't know what a descaling is, I thought I was getting my teeth cleaned.
January 2016- I received a statement, unitemized, showing that for what I believed to be a preventative cleaning (fully covered by my insurance) that I owed $892. I reviewed my EOBs at that time, when I was also preparing my taxes. I phoned your office because I could tell my secondary insurance had not been filed. I reiterated to your office during that call that I was a) shocked at the charges; and b) to please file my secondary insurance. Your office indicated they would file the secondary insurance and did not address the charges- they indicated that those charges were for the procedures performed. I requested an itemized statement, not just a bill with an amount on it. They said they would send it (I never have received it- I assumed at the time that you didn't send it because you were filing the secondary insurance).
March 2016- I received 2 statements on the same day. One was blank/ unitemized, showing a balance still of $892. The other showed a balance of $892, with a handwritten note accusing me of insurance fraud, still unitemized. I again contacted your office. I explained, again for the 3rd time, the secondary insurance needed to be filed. I indicated that I'm happy to pay the bill once the insurance is properly filed and all payments have been made. Your office again said they would file the insurance.
3.5 months go by, and in July I received a call from a collections agency.
never once did anyone in your office indicate that you have a "policy" of not filing secondary insurance. This "policy" is also not posted in your office anywhere (at least it wasn't the last time I was there), nor do I recall seeing this "policy" in my patient forms that I signed almost a decade ago.
I was your customer for around 10+ years, spent thousands of dollars with you for your services, and never did I not pay my bill. To be treated, as a long standing customer, in this manner is disturbing to say the least.
Regards,
[redacted]-[redacted]
September 8, Revdex.com Complaint: ***(***) To Whom It May Concern:On February 9, Ms*** visited our office tor a routine
cleaning with exam and x raysThe hygienist notes are: "Bp- 116/P-Pt presents with no ccAfter probing and viewing x-rays- pt presents with early stages of perio, Needs scrp 1-teeth all quads- mod bosSlight evident bone loss on X-rays, It's been yrs sincelast professional cleaningMGR"While here, the patient also had a veneer re-cementedDue to the condition of her dental health, at this time, the patient was given a treatment plan with a cost estimation and the two-hour deep cleaning was scheduled for February 17thHygienist notes from that day are; "Ptpresents with no ccBp- 109/P-Dx- localized periodontitisAfter probing and viewing x-rays - ptpresents 4-mm pockets with generalized mod/severe bleedingPerformed SCRP all quadsHand scaled followed by cavitron to remove cal and bacteriaTissue erythemic in localized areasOHI to include brushing and flossing dailyPlace pton chlorMGR".The patient began receiving monthly statements while our office was waiting to receive payments from her insurance companyOur office was never able to collect any payments from the patient or her insurance company.On March 3, 2016, I spoke with her insurance company to inquire as to why payment had never been made to our office and the representative informed me that they had paid the insurance claims directly to Ms***, I called and spoke with the patient letting her know what her insurance company had said and that she was now responsible for the full amountShe said that she would send the payment inStilt, our office never received any payment and statements were being continuously sent out.On the final notice that was sent out prior to sending the patient to collections, she was informed that if she was turned over to collections, her insurance company would be notified and that she could potentially face on Investigation for insurance fraud.After this account was sent to collections, Ms*** submitted a payment of $to our office even though this still leaves an outstanding amount of $Because Ms*** denies having been informed of her balance, I feel it is Important to point out that she included a statement from March along with the payment she made in August, thus proving that she was receiving the statements we were sending.In response to her claim that we did not file with her secondary insurance, we do not have any secondary insurance on file for her family and it is not customary for our office to file with secondary insurance companiesWe submit claims to primary insurance and then provide the patient whatever they request for them to file personally with their secondary insurance company.Since Ms*** had received every payment from her primary insurance company, she had sufficient information to file with her secondary.Regarding her desired settlement: 1) We are unable to call this bill back from collections until the entire amount is paid in fullWhen it is paid in full, we will be happy do so2) There Is no confirmation that the secondary insurance was tiled as we do not have a secondary on file for this family and it would have been up to the family to file with a secondary insurance3) We will be happy to mail (not e-mail) a complete account ledger listing procedures and payments for the entire family4) We will be happy to provide dental records to any dentist the patient requests us to send them to for the entire family.Sincerely, *** ***Jennifer Grant Family Dentistry
Complaint: ***
I am rejecting this response because:
1) You STILL have not delivered upon my requests You SAY you will, but I've got nothing in hand yet I've been asking for the exact same thing now for over a monthYOU NEED TO SEND IT TO ME2) You admit you're making an assumptionYour assumption is INCORRECT There were TWO attempts to collect- in January when I received the first statement to which I responded in March when I received the second statement to which I also responded again.
3) NEVER has anyone in your office ever stated to me, until I filed this complaint, that you would not file secondary insurance! In fact, your insurance coordinator told me on TWO OCCASIONS (January & March) that the insurance WOULD be filedI am going to file a formal complaint with the state licensing board if you do not deliver upon my repeated requests within the next business days I am also NOT going to withdraw this complaint because you have made NO EFFORTS to act upon my requests.
Regards,
*** ***-***
Complaint: [redacted]
I am rejecting this response because:
1) I am not a dental professional, and I do not understand all of the technical jargon in the response.
2) I note that you have now sent me yet another bill, attempting to collect additional fees. I will not be paying this bill, as my position is that this should never have been sent to collections. I find it odd that you can provide me with a bill, but not the items that I've requested, namely:
Itemized statement showing charges/ write offs/ etc.
On the itemized statement, procedures which either were a) optional, or b) should have had a pricing discussion with me in advance of performing them, flagged
Medical/ dental records release
3) Your accounting of the contact is factually incorrect. The way this went is:
Day of appointment- I provided my new insurance indicating that my old insurance is now secondary. Your staff expressed understanding of this at the time. Note: at the end of this appointment, Misty indicated, "This was the easiest and fastest descaling I've ever done." I don't know what a descaling is, I thought I was getting my teeth cleaned.
January 2016- I received a statement, unitemized, showing that for what I believed to be a preventative cleaning (fully covered by my insurance) that I owed $892. I reviewed my EOBs at that time, when I was also preparing my taxes. I phoned your office because I could tell my secondary insurance had not been filed. I reiterated to your office during that call that I was a) shocked at the charges; and b) to please file my secondary insurance. Your office indicated they would file the secondary insurance and did not address the charges- they indicated that those charges were for the procedures performed. I requested an itemized statement, not just a bill with an amount on it. They said they would send it (I never have received it- I assumed at the time that you didn't send it because you were filing the secondary insurance).
March 2016- I received 2 statements on the same day. One was blank/ unitemized, showing a balance still of $892. The other showed a balance of $892, with a handwritten note accusing me of insurance fraud, still unitemized. I again contacted your office. I explained, again for the 3rd time, the secondary insurance needed to be filed. I indicated that I'm happy to pay the bill once the insurance is properly filed and all payments have been made. Your office again said they would file the insurance.
3.5 months go by, and in July I received a call from a collections agency.
never once did anyone in your office indicate that you have a "policy" of not filing secondary insurance. This "policy" is also not posted in your office anywhere (at least it wasn't the last time I was there), nor do I recall seeing this "policy" in my patient forms that I signed almost a decade ago.
I was your customer for around 10+ years, spent thousands of dollars with you for your services, and never did I not pay my bill. To be treated, as a long standing customer, in this manner is disturbing to say the least.
Regards,
[redacted]-[redacted]