Kelly's Auto Center

Getting back to you in regards to [redacted]. Patient was seen in our office on 04/21/2015 for crowns with build-up on teeth #'s 7 & 8. Prior proceeding with treatments our patient received financial agreement that stated " I have reviewed the above treatment estimate. I understand that this is an ESTIMATE ONLY. As a courtesy Dr.Wong will process the dental claims, however, I accept financial responsibility for the charges in full. I understand that [redacted] is not involved in the contract with my insurance company or employer and that I am responsible for knowing the exclusions and limitations listed on my dental insurance contract." On 05/08/2015 crowns # 7 & 8 were cemented permanently. After few more weeks we have received a denial from patients insurance company stated, claim history on crowns # 7 and # 8 were performed at another office on 08/10/2010 and it's a 10 year frequency on crowns. I called patient right away and informed her of this information. I informed patient we can definitely put her on a payment plan with no additional interest charges. Patient said that she will contact her insurance company her self and will let me know. After few more week's we didn't hear back from patient. Our insurance coordinator **, have called her to set up a payment plan. Patient informed her how upset she was with us and we should of known this prior to getting any work done. Patient explained that she wouldn't be able to afford to pay such a bill. As courtesy we wrote off $481.60, which left the balance of $500.00. [redacted] left **, with her credit card authorization to start processing monthly payments. When **, tried processing the first payment, the credit card was declined. Since than I have called patient several of times, left her concerned massages to get back to us ASAP. Our patients are always are number priority and I will always go out of my way to make sure they not only get the best service, but the best financial options as well. Thank you!

I am rejecting this response because: They are lying about the part where they didn't hear from me for several weeks after I contacted my insurance company.  I called their office that same week I was informed my insurance rejected the claim.  I spoke to [redacted] and it's interesting how she didn't mention the part when I told her one of her front office staff members scheduled me for a cleaning 4 months after my initial appt/cleaning with them, I asked the girl if my insurance will cover it because to my understanding insurance only covers cleanings every 6 months, when the girl checked she said my insurance covers 4 per year.  When I looked online it says 2 per year.  [redacted] said she will talk to her staff and check into why I was given that information.  [redacted] is the one who never called me back!  How unprofessional is that.  The next thing I know is I get a bill in the mail with a hand written note saying my insurance declined payment and I am responsible for $981.60.  I immediately called dental excellence and asked to speak to office manager or someone in billing. I was transferred to **, I told her about bill received.  She repeated her self saying what the note said,  I asked her what is your job in the billing department.  She states they check with insurance for covered benefits.  I said to her, so it was your job to check when my last crowns were done, (even though I had already mentioned this to [redacted] on my first visit) or to check if my insurance would cover this.  She says yes normally they check that, but the paper they gave my is just an estimate.  I said the part that upsets me the most it that they had more than one chance to check before I had my crowns done, to check if my insurance would pay or not.  First visit I went in for a cleaning/consult, that's when I signed the treatment case for my crowns and cavitie, I was scheduled to come back approximately two weeks later to do cavity and start crowns.  After that I came back two weeks later to have crowns cemented.  They had about a month to verify if my insurance would cover the crowns or not. ** apologized, I also mentioned [redacted] was supposed to call me back regarding the cleaning scheduled 4 months after the first cleaning and I never heard from her. ** apologized again.  I told ** I was very upset with their office and told her I wanted this to be over with.  I said I work part time and have 4 daughters, can't afford to pay $981.60. But I can probably pay half in payments to be done with them and I will never go back to this office again. ** apologized again but agreed to me paying half of what they are billing me for.  You see they did not discount $481.60 out of the kindest of their hearts. I was the one who asked for this. I honestly feel like she agreed to the discount because she knows their office made a mistake.  So we agreed on 5 payments of $100, I gave her my card info. On the day the funds were supposed tone withdrawn there wasn't enough funds available, still today I do not have the $100 dollars to make that payment.  On 9/11/15 ** called me to ask me to remove the complaint I made with the Revdex.com because we settled it.  I would like to express that just because we settle it doesn't mean I'm a satisfied patient. I'm still very upset about the whole situation.  Bottom line, like I told [redacted] and [redacted] I would have known my insurance wasn't going pay for the crowns I would have never gotten them done because I do understand its a cosmetic procedure.  One last thing I would like to add, [redacted] did mention that their office thought they would get payment for the crowns from my insurance because normally insurances pay for crowns every 5 years.  So it sounds to me like [redacted] office staff ASSUMED my insurance would pay but never actually verified it.

Getting back to you in regards to [redacted] [redacted]. Patient was seen in our office on 04/21/2015 for crowns with build-up on teeth #'s 7 & 8. Prior proceeding with treatments our patient received financial agreement that stated " I have reviewed the above treatment...

estimate. I understand that this is an ESTIMATE ONLY. As a courtesy Dr.Wong will process the dental claims, however, I accept financial responsibility for the charges in full. I understand that [redacted] is not involved in the contract with my insurance company or employer and that I am responsible for knowing the exclusions and limitations listed on my dental insurance contract." On 05/08/2015 crowns # 7 & 8 were cemented permanently. After few more weeks we have received a denial from patients insurance company stated, claim history on crowns # 7 and # 8 were performed at another office on 08/10/2010 and it's a 10 year frequency on crowns. I called patient right away and informed her of this information. I informed patient we can definitely put her on a payment plan with no additional interest charges. Patient said that she will contact her insurance company her self and will let me know. After few more week's we didn't hear back from patient. Our insurance coordinator **, have called her to set up a payment plan. Patient informed her how upset she was with us and we should of known this prior to getting any work done. Patient explained that she wouldn't be able to afford to pay such a bill. As courtesy we wrote off $481.60, which left the balance of $500.00. [redacted] left **, with her credit card authorization to start processing monthly payments. When **, tried processing the first payment, the credit card was declined. Since than I have called patient several of times, left her concerned massages to get back to us ASAP. Our patients are always are number priority and I will always go out of my way to make sure they not only get the best service, but the best financial options as well. Thank you!