Key West Crossing Dental Associates

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Complaint: ***
I am rejecting this response because:
This information is not accurate and does not actually address the information or, possibly, misinformation that I was given at the actual office.
I attempted to pay all outstanding bills the last time I was physically in the office the desk manager refused to take payment, citing a credit on my accountAdditionally, Cindy neglected to mention that they billed the wrong insurance company for my son's first visit in early 2014, which I believe I referred to in my original complaintIn this instance, they somehow billed my old insurance for his dental appointment, rather than using the new insurance information that I had provided to the office at his visit.
I was in the office, I tried to pay them, and the office staff told me, to my face, TWICE, that I did not owe money because I had an account credit.
In order to obtain information on the bills they keep sending me, I had to call the office TWICE over the span of two months and request an itemized bill TWICE.
The repeated errors and misinformation brings to question whether I, or anyone, can truly trust the billing practices at this officeEither the office made an error in telling me I had an account credit, or they made an error and billed me money that I do not oweEither way, they made the errorThe mistake isn't mine, it is theirsRather than apologize for giving me misinformation when I was in the office, they have antagonized and insisted that I am either stupid or lyingAs you'll note, my initial complaint is, in part, that they do not send out itemized billsI do not see that they have truly resolved this issueIt also included a complaint that their billing was inaccurateRegardless of whether they billed me correctly, at some point, I was given very firm and inaccurate information, which led to this complaintMy complaint is not about whose name the bills come in or how frequently they comeI don't mind paying for my dental careWhat I mind is the inconvenience of attempting to pay for it only to have the provider refuse payment and then send me a surprise bill with no explanationThe first time I called, they were not even able to provide an explanation on the phone and admitted that the billing looked weirdThe second time, I was met with dismissal and treated with extreme disrespect, a tone which comes through in the response that Cindy providedHad this office apologized for the confusion they caused and admitted that they had made a mistake, the whole situation would have worked out differently.
Honestly, I do not think a response from Cindy is appropriateI believe the practice owner should see these communications and be aware of the kinds of errors their staff are making and of the fact that misinformation and non-itemized bills are being given to customers
Regards,
*** ***

November 19, 2014
To Whom It May Concern;The patient in question has been receiving care in our office for almost 2 years.In early 2013, the patient received treatment, Her insurance company denied the claim stating her plan had been terminated. After a call from the...

patient, her insurance company paid the claim. This was their error, not ours.In late 2013, the patient received treatment, some of which we knew would not be covered by her insurance. The patients ESTIMATED portion was collected at this time. After payment by her insurance company, there was s small balance. Therefore, statements were sent starting April of this year.In July of this year, the patient received a fluoride treatment. The cost is $25.00. The charge was not collected from the patient at the time of services, nor was the previous balance. Statements have been sent monthly.I spoke to the patient in October of this year. I explained to her where the balance is coming from. I explained to her bills are coming in her husbands name because she designated him guarantor, I sent her an itemized statement of her account. I sent her EOB’s from her insurance company that state the amount due from the patient.The patient received treatment in our office. The quality of care has not been questioned. There is a balance of $53.60 due to us from the patient. This amount is also supported by her insurance company. Regardless of whose name the bills came in and/or how frequently they come is irreverent. We are asking that the patient pay her balance due.Regards,
Cindy MOffice Manager