Koren Dental Management, Inc.

Failure to complete needed paperwork and failure to communicate with me on any delay.I broke off a portion of my tooth (lower right back) while eating [redacted] on January 18, 2015. I immediately contacted my Denist office that I had already established care with in December of 2014 with Dr.[redacted]. I was told that the oncall doctor would return my call. That did not happen. I called again and was told that the doctor would be paged again and that I would be contacted. Never happened. I figured out a way to protect my exposed painful tooth until I could make it in to see them. I had an appointment in December and was told that everything was fine except for two of the teeth on the left side in the back. I was required to pay almost $300 that day as a deposit. I then paid approximately $600 on the day that I had the 2 temp crowns placed. I was told that I would have to have a crown on the tooth that I broke as well. Not what I wanted to hear after spending almost $1000 dollars on what I was told was needed. I inquired about this other crown being done on the day that I get the permanant crowns placed. I was told by Dr. [redacted] that it would be better to hold off on that. No problem. I made appointments to have my annual cleaning and crown done in May. He did a temporary fix at that time. Well, I received paperwork that I needed to have completed by my Dentist. I contacted this facility to get the fax number. I was given the wrong fax number by the staff. The number was also very hard to find online. I finally found a good number and faxed the paperwork to them on February 11 and asked that Dr. [redacted] complete it. I called to checked the status of my paperwork more than a dozen times. The front desk person, [redacted] repeatedly told me lies. That is not the right thing to do. I know that you want to cover for you doctor but you cannot do this. She told me that she faxed the completed paperwork on Feb 27, Mar 2 and 3. I was promised that it would be faxed on Feb 26 all by [redacted]. There was approximately 6 or 7 calls that no one answered because I think that [redacted] was screening the calls. She eventually had other people to start answering the calls for her because she continued telling me lies to cover for Dr. [redacted]. The last person that I spoke with told me that "Dr. [redacted] said that he would have to go through my entire chart to complete the form and that he just did not make the time to do this". Inappropriate to say the least. This form is 2 pages and I have only been there for 3 services. That is not too much to ask. They certainly did not mind taking my money but completing paperwork is an issue. I told [redacted] that I was going to find a new dentist and that this is unacceptable. She did not really seem to care. She did fax me the release of medical information form right away. I call back and told her that my other form was not there. She then stated "oh, let me check the fax machine". She also told me that the form was faxed "on March 2nd and 1630". I told her that it was checked this morning and the form was not there. The fax machine is in a locked room all night and it was just the way we left it on Monday, March 2nd when we returned on the 3rd. I had someone checking this machine all day since last week. This is a lack of professionalism by all of the staff involved. I ddo not accept this type of treatment from anyone and definitely not someone I am supposed to trust with my teeth or any other medical condition. This situation leaves much to be desired. This has been such a disappointment. I will never return to this place a day in my life. I live 5 minutes from there and thought that it would be ideal. The people discussed here are great individuals but horrible professionals and business staff. Desired SettlementThis form needs to be completed. Dr. [redacted] and [redacted] needs to provide a written apology as well as Dr. Koren since this is his business. I really do not have time for this at all. I am in graduate school and have so many other things that I could be doing. I have final exams in less than 2 weeks. I am sure that the people involved felt as though that was the end of this issue but I will not just let this go without it being addressed and without my form being completed. I work in the medical feild and know that it is not fun but it is a part of life and has to be done. We have people requesting that FMLA paperwork be completed all of the time. I know that it is not fun but it is part of that role. Most of the people in the office were kind and I thank them. Please make this wrong right. That is all that I can ask. Thank you.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]I reviewed the Revdex.com complaint that [redacted], submitted. I immediately pulled the insurance forms in question from the patient's document center. I called the patient to ensure the forms had in fact been sent/received in the appropriate office. Ms. [redacted] let me know that the forms were received. I also offered to E-mail or fax copies of the forms to Ms. [redacted] directly so she would have copies for her own file. She gave me her E-mail address and I forward the copies to her while we were still on the telephone. I then offered our sincerest apologies for the mishandling of her requested paperwork. I offered no excuses but did mention that requests of this nature typically take 3-5 business days to process however her request did come through during a time of severe winter weather for the office which could have contributed to the delay in our [redacted] office staff responding in a timely manner. During the twelve (12) business days following the request for paper work the office had six (6) weather related opening delays, closed days and/or close early days. I informed her that the attending dentist made it known that he would love the opportunity to continue to provide her dental care. She said there was never a question of the quality of care with regards to the actual dental treatment services; so she would consider continuing to allow us the opportunity to provide for her dental needs. I let her know that I have discussed the issue with the staff involved hoping to ensure that they have learned from the mistakes and take caution in the future when handling similar situations. I gave her my corporate office telephone number and my name and let her know that was more than welcome to contact me directly when and if she had any future issues such as this arise again. I again offered our apologies and encourage her to return to complete her work. She thanked me for the personal call.