Lifesmile Dental Care of Hazelwood

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ THE C.D.TCODES AND DESCRIPTIONS ISSUED BY THE A.D.ACHANGE ON A YEARLY BASIS, SO THERE MIGHT BE A SLIGHT DISCREPANCY IN THOSE DEFINITIONSI WAS NOT ABLE TO DETERMINE HOW MS [redacted] CAME UP WITH AN AMOUNT OF $IN HER DISPUTETWO CHARGES OF $FOR FOR PERIDEX FOR A TOTAL OF $40.00, AND A ONE TIME CHARGE OF $FOR PERIO CHARTING TOTALS $WE UNDERSTAND THE CONCERNS OF MS***, AND WOULD NEVER WANT HER TO FEEL THAT WE ARE BILLING HER IN AN UNETHICAL MANNERWE GREATLY VALUE HER AS OUR PATIENT AND AS A GESTURE OF GOOD WILL WE ARE WRITING OFF HER ENTIRE REMAINING BALANCE OF $WE HOPE THIS HELPS RESOLVE THE SITUATION TO HER SATISFACTION AND WILL CONSIDER STAYING WITH OUR PRACTICEPLEASE FEEL FREE TO CONTACT ME DIRECTLY IF YOU HAVE ANY FURTHER QUESTIONS OR CONCERNS [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ 08/10/12:56pm [redacted] RESPONSE TO Revdex.com: MR [redacted] HAD A UNIT BRIDGE PREPARED ON 3/26/PRIOR TO THIS WE SUBMITTED A REQUEST FOR A PRE-AUTHORIZATION OF BENEFITS FROM HIS INSURANCE CARRIER, [redacted] WE RECEIVED THE PRE-AUTHORIZATION BACK INFORMING US THEY WOULD ISSUE BENEFITS IN THE AMOUNT OF $PLUS AN IN-NETWORK DISCOUNT, LEAVING MR [redacted] WITH AN OUT-OF-POCKET EXPENSE OF $WE WENT OVER ALL OF THIS WITH MR [redacted] AND FILLED OUT AND SIGNED A FINANCIAL AGREEMENT WHICH STATES CLEARLY AND REPEATEDLY , THAT HE WAS RESPONSIBLE FOR THE ENTIRE BALANCE, REGARDLESS OF WHAT HIS INSURANCE CARRIER WOULD PAYTHE CLAIM FOR MR [redacted] 'S TREATMENT WAS FILED ON 3/27/14, THE DAY AFTER THE BRIDGE WAS PREPAREDTO EVERYONE'S SHOCK, [redacted] DECIDED TO DENY THE CLAIM DUE TO A MISSING TOOTH CLAUSE NUMEROUS PHONE CALLS AND RE-SUBMISSIONS WERE MADE TO [redacted] OBJECTING TO THEIR DECISION SINCE WE HAD A WRITTEN PRE-AUTHORIZATION FOR THIS TREATMENTDURING ONE PHONE CALL TO [redacted] , THEY ( [redacted] ) CLAIMED THERE WAS NEVER A PRE-AUTHORIZATION SENTI GAVE THEM THE REFERENCE NUMBER AND THE REPRESENTATIVE SAID SHE "COULD NOT FIND IT IN THE SYSTEM" I FAXED IT TO THEM AND ONLY RECEIVED ANOTHER DENIALONE OF OUR STAFF MEMBERS, ***, CALLED [redacted] REGARDING THIS MATTER AND THE REPRESENTATIVE TOLD HER THAT PRE-AUTHORIZATIONS WERE NOT A GUARANTEE OF PAYMENTWE WERE AS FRUSTRATED AND UPSET AS MR [redacted] AND MADE EVERY POSSIBLE ATTEMPT TO GET HIS CLAIM PAID AS [redacted] SAID THEY WOULDAFTER ALL ATTEMPTS TO GET HIS CLAIM PAID, WE ADVISED MR [redacted] THAT HE WOULD BE RESPONSIBLE FOR THE BALANCEAFTER DISCUSSING THE MATTER WITH MR [redacted] , WE OFFERED TO REMOVE ALL OF THE LATE FEES AND ALSO WRITE OFF AN ADDITIONAL $AND SETTLE THE ACCOUNT FOR $MR [redacted] NEVER RESPONDED TO THIS OFFER AND WAS EVENTUALLY ADVISED THAT HIS ACCOUNT WOULD BE PLACED WITH OUR COLLECTION AGENCY IF HE DID NOT RESPOND AND SET UP SOME TYPE OF PAYMENT ARRANGEMENTSHIS ACCOUNT WAS PLACED WITH OUR COLLECTION AGENCY ON 4/15/OUR OFFICE DID EVERYTHING WE COULD TO TRY AND RESOLVE THIS SITUATION, AS A RESULT WE HAVE LOST A LOT OF MONEYIF I WERE MR [redacted] , I WOULD BE FILING THIS COMPLAINT AGAINST [redacted] , NOT US

I am writing in response to the complaint filed against our office by *** ***.In March of 2017, Ms*** decided to receive Invisalign treatment with our office and signed a contract for payment; a copy of that agreement is enclosed. Ms*** then decided not to proceed with the
treatment after comprehensive orthodontic records and impressions had already been taken. The impressions are only a part of the process and if they needed to be re-taken, it would have been at no additional charge.After learning that Ms*** did not want to proceed with treatment, I informed her that the fee for comprehensive orthodontic records would be $400.00. Ms*** felt this was excessive and agreed that she should pay something and thought $would be fair. I explained this to the doctor, who then offered to settle for $300.00. Ms*** agreed to this, and I refunded her for the amount charged to her Care Credit card, less $300.00.We then received a dispute from Care Credit stating that Ms*** was going to honor our agreement and was getting a refund for the full amount. Upon learning this, I made numerous phone calls to Ms*** to discuss this and get the matter amicably resolved. Ms*** failed to return any of my phone calls. Given the fact that Ms*** failed to keep our agreement, her account was placed with our collection agency for the regular fee of $

Complaint: [redacted]
I am rejecting this response because: I was never informed of or approved this charge. I did not receive braces and should not have to pay this high fee that was never disclosed to me.
Sincerely,
[redacted]

see attached

Initial Business Response /* (1000, 5, 2016/02/29) */
THE C.D.T. CODES AND DESCRIPTIONS ISSUED BY THE A.D.A. CHANGE ON A YEARLY BASIS, SO THERE MIGHT BE
A SLIGHT DISCREPANCY IN THOSE DEFINITIONS. I WAS NOT ABLE TO DETERMINE HOW MS. [redacted] CAME UP WITH AN AMOUNT OF $105.00 IN HER DISPUTE. TWO...

CHARGES OF $20.00 FOR FOR PERIDEX FOR A TOTAL OF $40.00, AND A ONE TIME CHARGE OF $25.00 FOR PERIO CHARTING TOTALS $65.00. WE UNDERSTAND THE CONCERNS OF MS. [redacted], AND WOULD NEVER WANT HER TO FEEL THAT WE ARE BILLING HER IN AN UNETHICAL MANNER. WE GREATLY VALUE HER AS OUR PATIENT AND AS A GESTURE OF GOOD WILL WE ARE WRITING OFF HER ENTIRE REMAINING BALANCE OF $135.00. WE HOPE THIS HELPS RESOLVE THE SITUATION TO HER SATISFACTION AND WILL CONSIDER STAYING WITH OUR PRACTICE. PLEASE FEEL FREE TO CONTACT ME DIRECTLY IF YOU HAVE ANY FURTHER QUESTIONS OR CONCERNS.
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/10) */
08/10/2015 12:56pm [redacted] RESPONSE TO Revdex.com: MR. [redacted] HAD A 3 UNIT BRIDGE PREPARED ON 3/26/14. PRIOR TO THIS WE SUBMITTED A REQUEST FOR A PRE-AUTHORIZATION OF BENEFITS FROM HIS INSURANCE CARRIER, [redacted]. WE RECEIVED THE PRE-AUTHORIZATION BACK...

INFORMING US THEY WOULD ISSUE BENEFITS IN THE AMOUNT OF $1052.00 PLUS AN IN-NETWORK DISCOUNT, LEAVING MR. [redacted] WITH AN OUT-OF-POCKET EXPENSE OF $1237.00. WE WENT OVER ALL OF THIS WITH MR. [redacted] AND FILLED OUT AND SIGNED A FINANCIAL AGREEMENT WHICH STATES CLEARLY AND REPEATEDLY , THAT HE WAS RESPONSIBLE FOR THE ENTIRE BALANCE, REGARDLESS OF WHAT HIS INSURANCE CARRIER WOULD PAY. THE CLAIM FOR MR. [redacted]'S TREATMENT WAS FILED ON 3/27/14, THE DAY AFTER THE BRIDGE WAS PREPARED. TO EVERYONE'S
SHOCK, [redacted] DECIDED TO DENY THE CLAIM DUE TO A MISSING TOOTH CLAUSE.
NUMEROUS PHONE CALLS AND RE-SUBMISSIONS WERE MADE TO [redacted] OBJECTING TO THEIR DECISION SINCE WE HAD A WRITTEN PRE-AUTHORIZATION FOR THIS TREATMENT. DURING ONE PHONE CALL TO [redacted], THEY ([redacted]) CLAIMED THERE WAS NEVER A PRE-AUTHORIZATION SENT. I GAVE THEM THE REFERENCE NUMBER AND THE
REPRESENTATIVE SAID SHE "COULD NOT FIND IT IN THE SYSTEM" I FAXED IT TO THEM AND ONLY RECEIVED ANOTHER DENIAL. ONE OF OUR STAFF MEMBERS, [redacted], CALLED [redacted] REGARDING THIS MATTER AND THE REPRESENTATIVE TOLD HER THAT PRE-AUTHORIZATIONS WERE NOT A GUARANTEE OF PAYMENT. WE WERE AS FRUSTRATED AND
UPSET AS MR. [redacted] AND MADE EVERY POSSIBLE ATTEMPT TO GET HIS CLAIM PAID AS [redacted] SAID THEY WOULD. AFTER ALL ATTEMPTS TO GET HIS CLAIM PAID, WE ADVISED MR. [redacted] THAT HE WOULD BE RESPONSIBLE FOR THE BALANCE. AFTER DISCUSSING THE MATTER WITH MR. [redacted], WE OFFERED TO REMOVE ALL OF THE LATE FEES AND ALSO WRITE OFF AN ADDITIONAL $700.00 AND SETTLE THE ACCOUNT FOR $1003.00. MR. [redacted] NEVER RESPONDED TO THIS OFFER AND WAS EVENTUALLY ADVISED THAT HIS ACCOUNT WOULD BE PLACED WITH OUR COLLECTION AGENCY IF HE DID NOT RESPOND AND SET UP SOME TYPE OF PAYMENT ARRANGEMENTS. HIS ACCOUNT WAS PLACED WITH OUR COLLECTION AGENCY ON 4/15/15. OUR OFFICE DID EVERYTHING WE COULD TO TRY AND RESOLVE THIS SITUATION, AS A RESULT WE HAVE LOST A LOT OF MONEY. IF I WERE MR. [redacted], I WOULD BE FILING THIS COMPLAINT AGAINST [redacted], NOT US.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]