Karl A. Smith, DDS,MD,MBA

This serves to respond to a complaint filed against our company under complaint ID # [redacted] We have read the complaint filed by [redacted] on behalf of his sisterThere has been no disagreement that [redacted] was owed a refund for overpayment of dental servicesThe disagreement was solely in the amount of the refundOur office has verified both with the patient's dental plan and the insurance commissioner for the State of Virginia that the refunded portion is correct in the amount of $A check was sent to [redacted] for that amount on 07/29/2016.In [redacted] **'s original complaint, he states that “ [redacted] met all conditions of the plan”As was discovered, after a line-by-line review of [redacted] **’s record (facilitated by [redacted] **’s complaint), [redacted] did not meet all of the conditions “of the plan", by making a late payment [redacted] attempted to state that the patient had verbal permission, however, I have reviewed each phone call from our in-office call log that verifies these discussions and there was no record of that call by [redacted] **.We will not be seeing [redacted] for any visits in the future, her account has been refunded any and all overages, and her file is inactive in our office.Unfortunately in this situation, a complaint was filed on behalf of a patient but not by the patient herself, severely limiting our abilities to explain and/or disclose information that is protected health information in any attempt to resolve the problem prior to it escalating to your agency.Thank you for your time in this matterPlease call me directly at [redacted] should you need any further assistance or clarification.Regards,Beverly W [redacted] Office ManagerKarl ASmith, DDS, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
As I stated in my original complaint, I called the office to request an appointment I was referred to DrSmith's office by another dentist I was very specific when I called the office I asked if there is a charge for the consultation Your office representative replied "No, there is no charge for consultation." Your office manager is claiming that your office advertised the $consultation fee I never saw any advertisement for your office and so it is an unethical response/excuse for charging me The fee you charged me may not be a big deal for your business but as a hard working consumer, $is a lot of moneyAlso, DrSmith did not spend forty-five minutes with me He spent maybe or minutes with me I did not want your office to make a claim with my insurance company I left your office feeling as if I had been scammed I called my insurance company immediately after I left your office to explain the situation with hopes that they could advise me of a complaint process My insurance company suggested that I contact the Revdex.com
Regards,
*** ***

05/20/2015We are in receipt of the complaint on our businessThe complaint is in regards to a $fee charged for a consultation appointmentOur business advertises this rate of $for very specific types of consultation visits, including the type of consultation the consumer
requested when scheduling her appointmentIt is advertised publicly through all of our marketing materials and in correspondence to other healthcare providersThe $rate is a special discounted rate and considerably less than the full fee of $338.00.In this specific instance, the consumer was offered an option to bill the visit through dental insurance and she declinedOver minutes of time was spent in consultation with DrSmith and it is unfair for anyone to assume a professional's time is unimportant and worth nothingShould the patient decide to pursue future care with our office, we would be happy to offer a credit of any amounts paid to be used toward the overall costs of treatmentThank you,Beverly WOffice Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

This serves to respond to a complaint filed against our company under complaint ID #[redacted]. We have read the complaint filed by [redacted] on behalf of his sister. There has been no disagreement that [redacted] was owed a refund for overpayment of dental services. The disagreement was solely in the...

amount of the refund. Our office has verified both with the patient's dental plan and the insurance commissioner for the State of Virginia that the refunded portion is correct in the amount of $786.00. A check was sent to [redacted] for that amount on 07/29/2016.In [redacted]'s original complaint, he states that “[redacted] met all conditions of the plan”. As was discovered, after a line-by-line review of [redacted]’s record (facilitated by [redacted]’s complaint), [redacted] did not meet all of the conditions “of the plan", by making a late payment. [redacted] attempted to state that the patient had verbal permission, however, I have reviewed each phone call from our in-office call log that verifies these discussions and there was no record of that call by [redacted].We will not be seeing [redacted] for any visits in the future, her account has been refunded any and all overages, and her file is inactive in our office.Unfortunately in this situation, a complaint was filed on behalf of a patient but not by the patient herself, severely limiting our abilities to explain and/or disclose information that is protected health information in any attempt to resolve the problem prior to it escalating to your agency.Thank you for your time in this matter. Please call me directly at [redacted] should you need any further assistance or clarification.Regards,Beverly W[redacted]Office ManagerKarl A. Smith, DDS, LLC