Laser Comfort Dentistry

RE: [redacted] complaint In regards to the complaint, this misunderstanding is unfortunate The reason for a resulting bill to the patient is due to the insurance not covering ***’s treatment for a new partial [redacted] insisted on having a new partial and asked for it to be rushed from the lab so that he could have it in time for Christmas He did not ask us to pre-determine with the insurance company to make sure what would be covered We did tell [redacted] that the charges for a new partial would be about the same as we had quoted him for making major repairs to his then current partial, which he hated We do not tell people that insurance will cover total amount, because they rarely do In fact, as you see on the walkout statement, we know that the estimate was 50% of that treatment and [redacted] understood that as shown by his payment that day With regard to services needing to be paid in full, we do require that the estimated copayment be paid at time of service; however, we do not require the patient to pay the amount expected from the insurance company We do the courtesy of waiting for that payment Attached is the patient’s walkout for that day showing the total charges, the estimated insurance amount and his payment It shows a balance due of $representing roughly what we expected the insurance company to pay If the insurance company does not pay what we estimate, then the balance is sent to the patient to pay We began sending statements in January after the insurance denial Finance charges were not added until June after no payments had been made from previous statementsWe try very hard to help patients with their insurance benefits We call to get percentages on types of procedures and annual maximum and deductible Ultimately, if patients are extremely concerned about what insurance will pay, they need to request a pre-determination and wait the 30-days it takes to get that back Mr [redacted] was anxious to have teeth or he wasn’t going to go to family events for the holidays We did rush things at his request and get that done and he was very happy We would be happy to remove finance charges and accept reasonable payments to pay off this balance We are sorry for any misunderstanding It is always our intention to have clear communication with our patients

RE: [redacted] complaint In regards to the complaint,  this misunderstanding is unfortunate.  The reason for a resulting bill to the patient is due to the insurance not covering [redacted]’s treatment for a new partial.  [redacted] insisted on having a new partial and asked for it to be rushed...

from the lab so that he could have it in time for Christmas.  He did not ask us to pre-determine with the insurance company to make sure what would be covered.    We did tell [redacted] that the charges for a new partial would be about the same as we had quoted him for making major repairs to his then current partial, which he hated.  We do not tell people that insurance will cover total amount, because they rarely do.  In fact, as you see on the walkout statement, we know that the estimate was 50% of that treatment and [redacted] understood that as shown by his payment that day.  With regard to services needing to be paid in full, we do require that the estimated copayment be paid at time of service; however, we do not require the patient to pay the amount expected from the insurance company.  We do the courtesy of waiting for that payment.    Attached is the patient’s walkout for that day showing the total charges, the estimated insurance amount and his payment.   It shows a balance due of $394.23 representing roughly what we expected the insurance company to pay.  If the insurance company does not pay what we estimate, then the balance is sent to the patient to pay.  We began sending statements in January after the insurance denial.  Finance charges were not added until  June after no payments had been made from previous statements. We try very hard to help patients with their insurance benefits.  We call to get percentages on types of procedures and annual maximum and deductible.  Ultimately, if patients are extremely concerned about what insurance will pay, they need to request a pre-determination and wait the 30-60 days it takes to get that back.   Mr. [redacted] was anxious to have teeth or he wasn’t going to go to family events for the holidays.   We did rush things at his request and get that done and he was very happy.  We would be happy to remove finance charges and accept reasonable payments to pay off this balance.  We are sorry for any misunderstanding.   It is always our intention to have clear communication with our patients.

Complaint: [redacted]
I am rejecting this response because: I feel it is a shame that they have to lie to cover their mistake. They told my husband that insurance would cover $350.00 and we would pay $350.00. However, we ended up paying $425.00 when he finally received his partial. Then we received another bill for $388.00. When we first called to make appointment, we asked if they accepted our insurance. I feel they should have informed us they are NOT in the net. They seem to have a problem with honesty.
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Sincerely,
[redacted]