KidsKare Dental

KidsKare, P.C. received the above-referenced customer complaint and appreciates the opportunity to respond. Regarding this complaint KidsKare, P.C. would like to share with you that we are focused on delivering quality and affordable dental care to all of our customers. Be assured that KidsKare...

P.C. has not "ripped off" nor would we intentionally rip off any of our valued customers. [redacted] (mom) called in to the KidsKare, P.C. office requesting a dental appointment for her daughter [redacted] (patient) who was in extreme pain. Scheduler advised Mom that our next available appointment would be on Tuesday, May 3rd. Mom stated child had been up all night and probably wouldn’t make it until Tuesday.  Scheduler than advised mom that due to her account with us being in Collections for non-payment that she would be a Self-Pay(out of pocket) until she cleared up the issues with her Insurance. Mom advised that was fine, she still wanted to schedule the appointment with our office. An emergency appointment was scheduled for [redacted] at 9:30am on 4/28/2016. Mom arrived with child and signed her in where Mom was once again advised of her current self-pay status. Mom was given a cleaning estimate for $75; the discount fee instead of the normal $148-per private insurance (saving $73). Mom prepaid for the cleaning, exam, and x-rays with a credit card.  Mom was advised that should work need to be done on child today; payment was due in full and Mom once again agreed and signed our Payment Policy. Mom asked how much an extraction was. Mom was advised depending on simple or surgical it could be from $77-$80, mom than advised Receptionist to keep her credit card as a deposit until she checked out and better knew what treatment would be needed. Hygienist completed cleaning and patient was rolled over to our waiting area while paperwork was prepared for restorative work to be done. Mom was explained in great detail that due to the severe decay of the teeth that a pulpotomy and a crown would need to be placed on teeth S and T. Mom was explained what a pulpotomy and a crown was, and what it costed, mom said ok, and signed our Patient Consent For Treatment (exhibit B). Mom was very calm and appeared to be very understanding of details conveyed to her. Mom never removed her sunglasses the entire time she was in our building but she never seemed to show a negative or concerned demeanor. Mom sat through entire procedure observing the entire time. Patient was released and given discharge instructions and was rolled over to the Check Out window.  Mom asked Billing if we were still not able to use her Insurance. Billing got Manager to make sure that she was relaying the correct information to patient. Manager accompanied Billing Clerk to window and advised mom she would need to clear up her Credit Bureau account for past due debt as previously discussed. Mom stated she would do that as she didn’t know what was going on. Manager said that was fine, just to let us know and for today the total due was $464. Mom said ok. Billing Clerk ran the card for the amount of $464 and mom and Manager continued discussing the Credit Bureau debt. Billing Clerk provided mom with receipt. Mom reviewed and signed receipt and threw it at the Billing Clerk.  Mom and child walked out of the building and left. About 15 minutes later [redacted]’s father called and asked for Manager. Manager picked up the phone and [redacted] (father) identified himself and began yelling and shouting that we were a rip off charging that much for dental work without telling his wife, and that he was going on a trip and that now he only had half his trip money. Manager advised father that mom agreed to charges and treatment and assured him mom was advised of all costs and signed all proper paperwork.   Manager advised father that patient was in excruciating pain per Mom’s complaint; and that was the necessary treatment to relieve the child. Manager advised she was sorry about his trip money but unfortunately the child’s dental needs had been neglected for over 2 years and that was the reason the cost was so high due to the extent amount of work the child needed. Father seemed to be a bit more agitated after being advised of the 14 restorations the patient had for over 2 years with no proper dental care. Father continued to scream and yell wouldn’t let the Manager respond to anything he was asking or saying. Manager told father that he was not being fair to please let her have a chance to respond to the accusations as they were half-truths. Father shouted are you calling my wife a liar? Manager advised that she had not nor would she ever say that. Father shouted I’m reporting you and hung up on Manager.  A while later Father called and asked for Manager to advise her that call was being recorded and that we had horrible Google reviews, he had filed a report on google review, we were the worst dentist around, and that he filed reports everywhere. Manager advised Father that he was no longer trying to address any issues he was calling to be verbally abusive and bash KidsKare, P.C. so she didn’t feel comfortable carrying on with the conversation any more. Any further billing or records requests could be made in writing and ended the call.  At about 4:30pm (4/28/16) Mom comes into KidsKare, P.C. asking for Manager. Check In advised mom that Manager was in a conference call, and she could either try to help her or take a message. Mom asked for child’s records. Most generally there is a $10 fee per set of records but Manager advised Check In that Mom’s request would be for free-NO CHARGE. Mom asked if she could make payment arrangements with Check In for services rendered on 4/28/16. Mom was advised by Check In that we do not do payment plans. Mom states she wanted her records mailed to her as she would not be returning and left. Mom went outside of the building and sat outside in the parking lot watching the building for a long period of time. Staff members (5employees) kept an eye on the vehicle as Mom wouldn’t leave the premises.  Mom and father are borderline beginning to behave in an unprofessional and hostile manner which is beginning to cause some concern. KidsKare, P.C. sincerely regrets any inconvenience this issue may have caused. I feel that this is just a misunderstanding. Maybe if [redacted] and [redacted] could clear up the Credit Bureau Debt; out of pocket costs would be greatly reduced for them. [redacted] has extensive dental needs and I do hope that she does receive the consistent dental care she greatly needs, and we would love to continue treating her on a self-pay status. In no way has KidsKare, P.C. tried to be manipulative about costs. Services were rendered for [redacted] who was in extreme pain. Services were rendered with mom’s consent and full understanding of the treatment. All proper documentation was completed with Mom. Father has every right to be saddened about [redacted] having to use his trip money; however; he was not present for treatment and is not accurately reporting the details. Unfortunately, anger seems to be fueling the report he has provided Revdex.com and Google review. I sincerely look to resolve this matter in a fair and efficient manner. Please feel free to contact me directly at ###-###-#### if you have any additional questions or concerns in this matter. Name: Ms. T[redacted], Office Manager, Executive Response Tell us why here...

Complaint: [redacted]
I am rejecting this response because:Non of the paperwork of the procedure and cost was aknoledge until billing. When wife set up appointment nobody advise her of self pay, employees are lying thru their teeth literally to not get in trouble. And if those were the real charges why wasn't there a discount for self pay on the entire bill. Insurance would of paid less for everything done.  Manager wasn't there to explain self pay charges and insurance , they kept my wife credit card until procedure was done she didn't leave it with them at will like the report of lies say. Will not recommended anyone of my friends,customers, coworkers and family to go to kidz Care Pc. Taken advantage of somebody that can defend themselves with words and doesn't know how medical companies work. Knowing that she had to be self pay they upsell her instead of doing what my daughter came in for just a tooth extraction. Our insurance company its a diferent one than the past one, we could of get the work done anywhere else were they will take the insurance that ww pay already but the doctor push my wife into getting it done right there right now. 
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]