King Family Dentistry

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The conversations stated in the response not only did not occur but the embellishments or patronizing comments are not appreciated I do not accept the explanation because Nicole was condescending and the alleged conversations upon my leaving the appointments never occurred My contentions are the same with the past practice discounts as a senior and being a patient for quite a few years one would think there would be no need for condescenion...one way or another A very flowery but untrue response from Nicole Regards, [redacted] ***

*** *** at King Family Dentistryplease reevaluate the effectiveness of your professional mannerismsYou were kind enough to offer me a discount then moments later insulted me with your six figure personality deficiency
When you approached me after seeing I was upset, you asked if there was a problem with the priceI said I cannot possibly pay that up frontThen, without personal regard to my situation, you so arrogantly walked away ranting that you did me a favor and no other dentist would go that low
I didn't ask for free treatment, I asked for a payment plan, and had you taken a moment to step off of your elitist pedestal, you might have found yourself in a position to understand that even $up front is actually difficult for someI am a single mom with no child support who not only works 40+ hours a week, but just landed a second job, even though it divides my time with my children even furtherI work hard for what I earn, and I have earned the right to expect respect
So, *** ***, although I am a highly intelligent, diligent, beautiful social delight, I'm also young enough to embrace a comforting moment of immaturity to give karma a little nudgeThat being said, I hope someone, someday, nudges you right off that pedestal, inherently knocking your teeth looseAnd as you are having them fixed, may your common sense with consideration to humanity come to be your first priority as you remember the times in your life when all you really needed was kindness from others

Pursuant to the letter that was
sent to King Family Dentistry in regards to our patient’s complaint, please
find below our detailed explanation of the situation
Our company policy for billing at
King Family Dentistry is as follows:
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Patients with Insurance:
Services are rendered and
insurance is billed with in 48hoursNo copays are due at the time of service
for insurance holding patients for standard services that do not acquire lab
costs (i.ecleanings, exams, xrays, fillings, and extractions, ect.) Copays
are due for patients with insurance at the time of service whenever services
are rendered that will acquire lab costs (i.edentures, crowns, bridges, and
dentures, ect.)
Patients without Insurance:
For patients without insurance, payment
is due in full at the time of service for all servicesAs a courtesy we apply
a 15% discount on standard services that do not have lab fees attached to them,
upon the patient’s requestTo get the discount applied to the account payment
must be made in full at the time of serviceIf payment is not made in full no
discount is givenNo exceptions
As outlined above, King family
dentistry has a standard office policy known by all employees on how to
properly bill our patientsWhen the person who filed this complaint became a
patient on 07/16/she had insurance so standard insurance billing was
initiatedThe patient was delinquent in paying for her services that were
rendered when she was covered by the insurance to the point where late fees
could have been assessed and the collections process could have been initiated
but we were lenient to her because of her financial situation
On 07/31/the patient
informed us that she no longer had insurance and all her services would be out
of pocketWe explained that discounts could be applied and explained how the
discounts workWe did not require the patient to pay in full at her first
non-insurance visit as an additional courtesy because she was new to this type
of billing, where payment is due at the time of serviceThe patient then came
to see us seven more times after that where we still gave her the discount even
though she was not paying in fullEach time we informed her of the policy but
still gave the discount even though she refused to pay in fullIn total she
received $in discounts that she technically was not eligible forWith
all discount inquiries aside payment is due in full within days of receiving
the bill in the mail and this particular patient took up to four months in some
cases to pay us and we still did not charge her late fees or send her to
collectionsWe did not take these actions because we did see that she was
making an active effort to settle the bill
Between the patients 04/17/
and 10/28/visit we had an office meeting with all of our employees and
notified them that we would be strictly enforcing the payment in full portion
of the policy for the patient to be eligible for the discountThey were
informed that there would be no exceptions whatsoever anymore, so all patients
would be treated fairlyThe alternate option would be to no longer give the
discount to anyoneWe did not feel this was the fair way to resolve the
situation because we would only be punishing those who stuck to the policies guidelines
The purpose of this meeting was to avoid situations like this where the patient
feels they are entitled to this courtesy discount no matter what
When the patient in question came
for her visit on 10/28/***, one of our front desk employees informed
her of the policy again and the patient said she would leave the office if she
could no longer make payments or get her discount*** explained that we
never want to lose a patient but this is how the discount policy works and the
patient was mildly rude to our employee before she left with no discount being
applied to her account because she was ether not willing or able to pay the
balance in full*** then took the training we gave her and applied it to
the situation by putting an alert, as written proof, on this patient’s account
stating that she informed her of the policy so there would be no discrepancy
about the policy with this patient at her future appointments
On 05/05/the patient came in
again for a routine visit and asked for the discount but was not going to be
paying in fullWe explained the policy to her again and notified her that we
had on record that this was discussed at her previous visit and we could only
give her the discount if she paid in fullShe left without paying anything
again and once again no discount was appliedWhen that month’s bill cycle was
generated and sent to her she returned the bill to us by regular mail with a
note on it stating she would not pay the balance until we send her a new one reflecting
a discountAs the office manager I handle all payment entries and when I came
across her note I called her and left a message on her machine that was firm
but gentle, stating how the discount policy works and that it is something we
strictly enforceI notified her that the discount would not be applied to her
account for the visit in question but we could apply it again for future visits
if paid in full at the time of serviceI also explained that if she would like
she could call me and we could discuss the situation further
Patient care and professionalism
is something I not only take seriously for my employees but something that I
strive for in myselfIt is a sad truth that everyone likes us until we ask
them to pay for their services and then we are branded as rude for following
policy and doing our jobIt saddens me that after I left the patient that
message instead of calling me to discuss, she instead called and simply asked
for a printout of her account outlining all of her treatment, insurance
payments, discounts, and patient paymentsI later found out after receiving
the official complaint that she asked for this information to provide to the
Revdex.com which is a drastic measure considering that we gave the patient ample
explanations of the policy, courtesy discounts that did not meet the policy guidelines,
and excessive amount of time to pay her bills without late fees or collection
agencies being involved
Everything I have documented
above can be seen on the patient ledger that we provided to the patient that
she then forwarded on to your Revdex.com Milwaukee officeBecause we truly care about
our patients and want to remedy the situation I am willing to backdate a 15%
discount to her services that were rendered on 10/28/2013, since that is the
day the written documentation was applied to the account stating officially
that she was told discounts would no longer be applied to her account unless
full payments at the time of service were madeI will not be applying any
discounts to the 05/05/services because the patient was fully aware of the
policy guidelines that needed to be met for the discount to be applied
Once again, I want to say that
this is a courtesy discount that we technically could give or not give to
anyoneIt is frustrating to have someone try to lower our rating with the Revdex.com
because of their own personal financial hardships and not taking our repeated
reminders of how the discount works seriouslyI think this patient is abusing
this process and giving information about our level of professionalism
and “random rules”I assure you the policy is the same for everyone
I am also now notifying the
patient again through these monitored transcripts that no other future
discounts will be applied unless policy guidelines are followedPer the
patients request for “no random rules to be applied” we will no longer overlook
her late payments and will proceed from here on out to treat her like all of
our other patientsIf her bills are not paid by the due date late fees will be
added to the accountIf a bill is outstanding for over days she will
automatically be sent to collections
I appreciate the time you took in
reading my response and if you or the patient need to reach me for further
detail or explanation please feel free to contact me at ###-###-####
Sincerely,
*** *** ***
Office Manager
King Family Dentistry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The conversations stated in the response not only did not occur but the embellishments or patronizing comments are not appreciated.  I do not accept the explanation because Nicole was condescending and the alleged conversations upon my leaving the appointments never occurred.  My contentions are the same with the past practice discounts as a senior and being a patient for quite a few years one would think there would be no need for condescenion...one way or another.  A very flowery but untrue response from  Nicole.
 
Regards,
[redacted]