For the three procedures performed there are no dental codes. We use the code 3999 - which is an unspecified endodontic procedure. We will be more than happy to write an explanatory for the patient to present to the dental insurance company. We know already, however, that the procedures...
are not covered by insurance. Therefore, there is no refund due.
Sent: Monday, November 28, 2016 10:52 AM Subject: Complaint ID# [redacted] Good morning, This complaint was resolved on 07/22/2016 and the refund was processed. Thank you, Aida C[redacted]| Office Manager Lovett Dental 6137 Kirby Dr. Houston, Texas 77005 (: (713) 490-8888 |7: (713) 490-6462 *:...
Sent: Friday, February 24, 2017 12:06 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Hello, I spoke with Mrs. [redacted] and we have issued her a refund. Mrs. [redacted] was happy and thankful. J Thank you, Aida [redacted]| Office Manager Lovett Dental 6137 Kirby Dr....
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Begin forwarded message:
From: [redacted] <[redacted]>
Date: August 13, 2014 at 6:14:15 PM CDT
To: "[email protected]" <[email protected]>
Subject: complaint
sorry ..but the complaint isnt resolved. ive been gone out of the country and just got back today. I called [redacted] at lovett and told her to email me her email and fax number so I cld send over my info from my new dentist that shows I have all these cavities still and she never contacted me... and when I did call her she was very rude as if I was bothering her and making stuff up. then she kept saying well I dont know what to tell you and I work in customer service .. you should never say that . I hv spoke to someone at the dental society and I hv to call lovett back to get the dentist's names that worked ony mouth and I will do that tomorrow.
[redacted]
The complaintant was contacted regarding her outstanding balance. The balance was due to her insurance company’s refusal to pay for x-rays due to frequency. Her policy limitations are once every three years for a panoramic x-ray. As a new patient, we require x-rays be taken before any work is...
done.
The complaintant was offered a discount, but she refused the offer. We have no alternative but to send her account to our collection agency.
Subject: Complaint ID# [redacted] Good morning, This complaint was resolved on 07/18/16. Spoke with the patient to confirm and she was happy. Please let me know if you have any additional questions for me. Thank you, Aida [redacted]| Office Manager Lovett Dental 6137 Kirby Dr. Houston, Texas 77005 **...
[redacted]: aida.[redacted]@lovettdental.com| :: Lovettdental.com PRIVILEGED and CONFIDENTIAL: THIS ELECTRONIC TRANSMISSION, AND ANY DOCUMENTS ATTACHED HERETO, MAY CONTAIN CONFIDENTIAL AND/OR LEGALLY PRIVILEGED INFORMATION. THE INFORMATION IS INTENDED ONLY FOR USE BY THE RECIPIENT NAMED ABOVE. IF YOU HAVE RECEIVED THIS ELECTRONIC MESSAGE IN ERROR, PLEASE NOTIFY SENDER AND DELETE THE ELECTRONIC MESSAGE. ANY DISCLOSURE, COPYING, DISTRIBUTION, OR USE OF THE CONTENTS OF INFORMATION RECEIVED IN ERROR IS STRICTLY PROHIBITED. This email is intended only for the use of the party to which it is addressed and may contain information that is privileged, confidential, or protected by law. If you are not the intended recipient you are hereby notified that any dissemination, copying, or distribution of this email or its contents is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Internet communications are not assured to be secure or clear of inaccuracies as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Therefore, we do not accept responsibility for any errors or omissions that are present in this email, or any attachment, that have arisen as a result of e-mail transmission
Patient's wellness is [redacted] number 1 concern. Patient came in as an emergency patient. An extraction was needed. After extraction was performed, Lovett Dental was not notified of any infection. It is normal after extraction that the healing process be from 4 to 6 weeks depending on the...
patient's ability to heal. When a bridge is permanently set a topical numbing agent is applied, but there may be discomfort and a feeling of pressure. The dentist, at the time of the permanent seating, recommended a full exam follow up, but the Patient has not contacted the office to set up an exam. An insurance claim is in the Appeals Process with the Patient's insurance company. Lovett dental is dedicated to working closely with the Patient and the Patient's insurance company to resolve any issues or concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
HI, I think I just need to clarify that No numbing agent was provided to me in the final setting therefore, the pain was unbearable and I was crying throughout the process. Both the doctor and the assistant saw that I kept on screaming/crying of pain at the time of the permanent seating. I made a decision to follow up with another dentist, which I think I understandable following my experience at Lovett. I am now with a dentist at [redacted] in [redacted]. thank you for listening to my complaint. I do hope the appeal process continues regarding the charges. I just wanted this email to serve as clarificationthank you [redacted]
From: Aida [redacted] [mailto:aida.[redacted]@lovettdental.com] Sent: Wednesday, November 23, 2016 11:06 AM To: drteam <[email protected]> Subject: Revdex.com Case# [redacted]) Good morning, I have been in contact with Mrs. [redacted] and we are in process of a refund for her. After reviewing...
her account Lovett Dental was only responsible for refund of $57.00 but as a curtesy to her we will refund her $217.00 due to her misunderstanding the treatment and the insurance fees. Patient is very happy and thankful. Please let me know if you have any additional questions for me. Thank you and Happy Thanksgiving J Aida [redacted]| Office Manager Lovett Dental 6137 Kirby Dr. Houston, Texas 77005 (: (713) 490-8888 |7: (713) 490-6462 *: aida.[redacted]@lovettdental.com| :: Lovettdental.com PRIVILEGED and CONFIDENTIAL: THIS ELECTRONIC TRANSMISSION, AND ANY DOCUMENTS ATTACHED HERETO, MAY CONTAIN CONFIDENTIAL AND/OR LEGALLY PRIVILEGED INFORMATION. THE INFORMATION IS INTENDED ONLY FOR USE BY THE RECIPIENT NAMED ABOVE. IF YOU HAVE RECEIVED THIS ELECTRONIC MESSAGE IN ERROR, PLEASE NOTIFY SENDER AND DELETE THE ELECTRONIC MESSAGE. ANY DISCLOSURE, COPYING, DISTRIBUTION, OR USE OF THE CONTENTS OF INFORMATION RECEIVED IN ERROR IS STRICTLY PROHIBITED.
Sent: Friday, July 01, 2016 2:28 PM To: drteam Subject: Lovett Dental Revdex.com Complaint ID: [redacted] Good afternoon Revdex.com, I spoke to the manager Bill F[redacted] at our Lovett Dental Humble Practice and he has contacted and corrected the issue with the [redacted] below. Patient informed us...
she will call you as well. Thank you, Marcos A[redacted], B.S, R.D.A | Director of Coaching and Development Lovett Dental
Lovett Dental attempts to explain all the nuances of an individuals insurance policy to every patient. We also attempt to be very clear about the procedure(s) that will be performed. When
an insurance company verifies benefits they also give us a disclaimer that verification of benefits is not a guarantee of payment. In this instance the insurance company has again denied coverage. The patient has received a statement for which she is solely responsible. It is our recommendation that the patient contact the insurance company to get the benefits deserved. Concerning the patient's discomfort, the patient was contacted by the dentist as a follow up and was not told of extreme pain and trauma. Lovett Dental also recommended a follow up exam, but the patient never made an appointment. We are sorry the patient did not choose to continue with Lovett Dental, but are glad that the patient is continuing her mouth wellness with another dental clinic.
The Lovett Dental manager responded not to resolve the issue but to put a blame and make accusations. I have the right as a client to complain when my rights are not fulfilled. Again, below is the detail of the events that lead to this complaint. I am a client that had a terrible experience from the care of Lovett Dental staff located in 6137 Kirby Drive, Houston, Texas. My first dental visit was on December 29, 2016 at 1400H for new crown on left lower teeth 2nd and 3rd molar and replacement of crown on right upper teeth 1st premolar. During the preparation for the crown Dr. Barbara [redacted] ( the staff calls her Dr. B) had issues, malfunctioning of the equipment. Another staff assisting her was in a rush to leave to pick up her car. She was the one who made the mold for the permanent crown and temporary crown on left lower teeth 2nd and 3rd molar which later when I was actually able to chew food it was too high that it’s hitting my upper teeth thus, I was prepared the temporary discomfort eating my food. Furthermore, the other dental staff took over the other staff that was in a hurry to leave. She then prepared the temporary right upper teeth 1st premolar ill fitted. While she was performing the task the hygienist indirectly telling her to hurry up so she can start the cleaning. At this time my mouth so numb that I can barely open my mouth and the staff keeps on telling me to open my mouth wide, I repeatedly told her I can’t using my hand gesture but despite letting her know that she still ask me to do so. She said she understood but yet she would ask me again to open my mouth wider. I cannot express myself effectively enough because I cannot talk my mouth was so numb yet during the deep cleaning I had an extreme pain 10/10 on a pain scale. I had to tolerate it for many reasons: My mouth was totally numb, my mandible felt like about to break, hygienist had to place a mouth piece to keep my mouth open I tried using my hand gesture but they were both focused on just finishing the task Dr. Barbara [redacted] was gone (According to Aida [redacted] the local anesthetic will be ineffective at that time) In regards to this statement “Also the hygienist didn’t finish on her till 7:30pm that day and we close at 6:00pm. I explained that to Mrs. [redacted] is she was rushing on her she would have finished her before 6pm but she stayed late to make sure she does a good job no matter on how long it takes.” The hygienist completed the task at 1900H not 1930H. I paid the $ 3,503.45 in cash at 1903H as reflected in my receipt. My husband had to call me because he was worried it was late I was there since 1400H. At 1930H I was home with my family. “She had left the office happy” Were did you gather the statement above. I can barely talk when I left; I was drooling in my suit and on the floor. None of your 2 staff that night made sure I had a napkin to catch the drool and reminded me about it. I was extremely tired I was there for 5 hrs just for preparation for new crown on left lower teeth 2nd and 3rd molar, replacement of crown on right upper teeth 1st premolar and deep cleaning. I was very disappointed that night but I cannot express it due to my medical limitations, my mouth being numbed. Your client should come first. If you cannot perform the procedure efficiently and comfortably for your client do not perform it. I made a phone call to the dental clinic the following day December 30, 2016 @ 1025H, 1340H, 1459H, and 1555H. I attempted to speak directly with Dr. Barbara [redacted]. First call the physician was not available, left a message to the receptionist she told me she will give the message to her. No call back from the physician therefore, I attempted to call again the second, the third time same response from the receptionist. Finally, at 1555H I was worried that Dr. Barbara [redacted] will leave without talking to me with my concern I insisted to be on hold. When I told her my concerns my mouth still numb, my face very edematous and still having a lot of pain she said it was normal but if I am worried I can go to the clinic. I told her I never had the signs and symptoms when I had my crown, root canal deep cleaning done in the past that is why I was concerned. I did not want to have irreversible complications from dental procedure. On January 6, 2017 after persistent discomfort plus my terrible experience with the dental procedure I decided to call the manager Aida [redacted]. I tried to tolerate everything but the discomfort was not dissipating. I did mention to her I do not have the privilege just to take off, I have to work and on the weekend their clinic is close only for pediatric patients which is my available days. On January 23, 2017 at 1400H I came in to have my permanent crown placed, again it was a disappointment “the crown did not fit” I had to go thru pain again 10/10. The temporary crown was removed, in the process I had extreme sensitivity on my left lower teeth 2nd and 3rd molar. Dr. Barbara [redacted] was aware of my pain but nothing was done she said it was normal. In addition, when the temporary crown was removed I smelled a foul odor, I asked the doctor because I was concerned she said because of the temporary crown. I had to ask her if irrigation of antibiotic necessary to prevent problem, she instructed the staff to irrigate with mouthwash instead. When I was exiting the clinic I had to ask for the manager so I can speak with her regarding another issue I encountered. Meanwhile, I was gagging because I had a very unpleasant taste in y mouth I had to ask the manager Aida [redacted] for a toothbrush and toothpaste. Apparently there was dried glue in my mouth that I had to manually remove plus brush it off. The dental staff just left it in my mouth, did not even put a little effort to remove it. It was a terrible feeling and taste. Again, I asked myself “how does Lovett dental treat their clients” I hope no one is experiencing what I am going thru because nobody deserves that kind of treatment. As your client I have the right to receive the right treatment and procedure. I have the right to be comfortable. I do not have to have pain and discomfort to have dental procedure done. Am I right or am I wrong. As soon as I walked in the office the first sentence that Aida [redacted] said “the hygienist feel bad, she was hurt she had to stay over and all she got was a complain from the patient. She would rather be home with her family but she stayed for you. She said she will never do it again. My staff cannot work overtime so she had to adjust her time. She also mentioned she spoke to her staff regarding my complain. She only apologized when I defended myself on what she was telling me about the hygienist. What she does to her staff is not my concern. She also mentioned that I was the only one that complain, which offended me then, she rephrased it when I commented about it. She then said many complaints. I was still disappointed when I left the clinic, actually traumatized that I have to go thru pain again. My husband saw me suffer everyday since December 29, 2016 and he knows I am a very patient person always try to tolerate things. As a concern husband after I informed him that I had to go thru pain again due to ill fitted permanent crown he called the clinic to make them also realize that my suffering has to be ended. I needed another voice, someone that cares about my wellbeing. In regards to this statement “Then I asked them if this is about money I have no problem reimbursing the money you guys paid. Mrs. [redacted] then got quite but the husband thanked me and told me NO we don’t want the money and that his wife will come in for her next visit” I was quite because I was extremely disappointed on how she was trying to treat me like she mentioned above” is it about the money”. I was thinking at that time how insensitive this person is about my suffering, the pain is not worth that money. What she actually said she will reimburse the money and I can go to another dentist. I responded to her “I will not go to another dentist to take over the incomplete procedure because in the future the Lovett dental has the full responsibility for the end result or any complications may occur”. “Also the husband told me that the reviews that they posted can be revised.” My husband did not mention about revising reviews, the reviews are factual just so all my statements. “I even told myself next time she comes in I should ask her to have our conversations recorded or I will not be alone with her in my office because God knows she will change things again on me. If she is in pain I have asked her multiple times to come in”. Again, all my statements are factual . I agree a conversation can be recorded only with the consent of both parties and with equal number of witnesses. Moreover, patient’s confidentiality has to be maintained at all times inside and outside work. To summarize, the reason I had to file a complaint because my rights as a client was not fulfilled as expressed in details above. Respectfully, [redacted] Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
We have finished the treatment for Mrs. [redacted]. She left happy and told me that she liked the service she had received on her follow up appointment. Please let me know if you have any additional questions for me. Thank you,Aida [redacted] | Office ManagerLovett Dental6137 Kirby Dr.Houston, Texas 77005[redacted]?: aida.[redacted]@lovettdental.com | ?: Lovettdental.com ________________________________________
An EOB is an estimate of benefits. It is not a guarantee of payment or of the amount charged for treatment rendered. Lovett Dental has attempted to work closely with the patient and her insurance company, but at this time have exhausted all resources in an attempt to collect from the insurance...
company. As a service provider Lovett Dental can request insurance payments, but we cannot force an insurance company to pay. Lovett Dental has suggested that the patient work with her insurance company to request any remaining benefits deserved.
Revdex.com:
This letter is to inform you that Lovett Dental Center has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/8/2015...
5:13:36 AM and assigned ID [redacted]
Regards,
Thank you but dis regard the last email. I just checked my mail box and the check was there. Though I still am dissatisfied with Lovett Dental, I thank you for all your help. Have a blessed weekend!
We apologize for any misunderstandings. The doctor provides dental care in which she feels is the best course of treatment for the patient. Needing a deep cleaning can be a serious issue and once there is a diagnoses given for this type of service, its unethical to provide a routine...
cleaning. A second opinion is always an option for the patient. If you would like to schedule another consultation with the [redacted], please contact the provider. Thank you
The office apologizes for any delay in processing your refund. The amount that is refunded back to the original amount of purchase with your Care Credit is $600.00. The lab costs associated with processing your case is non refundable of $300.00. Other services such as office...
co-pays and extractions are non-refundable. If you need a breakdown of your account ledger for services performed and completed, please contact the office.
wow!! I am so sick of this. This is a he said/she said issue...
The doctor was Not notified of trauma???? she caused the trauma...she WITNESED IT along with the assistant. You have got to be kidding me.
I will contact the insurance..
I do hope people read this evaluation. This has been a Truly emotionally and physically traumatizing and dtraining experience.
Case closed!!!!!!!!!!!!!!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
For the three procedures performed there are no dental codes. We use the code 3999 - which is an unspecified endodontic procedure. We will be more than happy to write an explanatory for the patient to present to the dental insurance company. We know already, however, that the procedures...
are not covered by insurance. Therefore, there is no refund due.
You may get a second opinion with another provider. Not with Lovett Dental. We hope you can find a [redacted] who can fit your needs.
Sent: Monday, November 28, 2016 10:52 AM Subject: Complaint ID# [redacted] Good morning, This complaint was resolved on 07/22/2016 and the refund was processed. Thank you, Aida C[redacted]| Office Manager Lovett Dental 6137 Kirby Dr. Houston, Texas 77005 (: (713) 490-8888 |7: (713) 490-6462 *:...
aida.c[redacted]@lovettdental.com| :: Lovettdental.com [redacted] [redacted] [redacted] [redacted]
[redacted]
[redacted]
Sent: Friday, February 24, 2017 12:06 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Hello, I spoke with Mrs. [redacted] and we have issued her a refund. Mrs. [redacted] was happy and thankful. J Thank you, Aida [redacted]| Office Manager Lovett Dental 6137 Kirby Dr....
Houston, Texas 77005 (: (713) 490-8888 |7: (713) 490-6462 *: aida.[redacted]@lovettdental.com| :: Lovettdental.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Begin forwarded message:
From: [redacted] <[redacted]>
Date: August 13, 2014 at 6:14:15 PM CDT
To: "[email protected]" <[email protected]>
Subject: complaint
sorry ..but the complaint isnt resolved. ive been gone out of the country and just got back today. I called [redacted] at lovett and told her to email me her email and fax number so I cld send over my info from my new dentist that shows I have all these cavities still and she never contacted me... and when I did call her she was very rude as if I was bothering her and making stuff up. then she kept saying well I dont know what to tell you and I work in customer service .. you should never say that . I hv spoke to someone at the dental society and I hv to call lovett back to get the dentist's names that worked ony mouth and I will do that tomorrow.
[redacted]
The complaintant was contacted regarding her outstanding balance. The balance was due to her insurance company’s refusal to pay for x-rays due to frequency. Her policy limitations are once every three years for a panoramic x-ray. As a new patient, we require x-rays be taken before any work is...
done.
The complaintant was offered a discount, but she refused the offer. We have no alternative but to send her account to our collection agency.
Subject: Complaint ID# [redacted] Good morning, This complaint was resolved on 07/18/16. Spoke with the patient to confirm and she was happy. Please let me know if you have any additional questions for me. Thank you, Aida [redacted]| Office Manager Lovett Dental 6137 Kirby Dr. Houston, Texas 77005 **...
[redacted]: aida.[redacted]@lovettdental.com| :: Lovettdental.com PRIVILEGED and CONFIDENTIAL: THIS ELECTRONIC TRANSMISSION, AND ANY DOCUMENTS ATTACHED HERETO, MAY CONTAIN CONFIDENTIAL AND/OR LEGALLY PRIVILEGED INFORMATION. THE INFORMATION IS INTENDED ONLY FOR USE BY THE RECIPIENT NAMED ABOVE. IF YOU HAVE RECEIVED THIS ELECTRONIC MESSAGE IN ERROR, PLEASE NOTIFY SENDER AND DELETE THE ELECTRONIC MESSAGE. ANY DISCLOSURE, COPYING, DISTRIBUTION, OR USE OF THE CONTENTS OF INFORMATION RECEIVED IN ERROR IS STRICTLY PROHIBITED. This email is intended only for the use of the party to which it is addressed and may contain information that is privileged, confidential, or protected by law. If you are not the intended recipient you are hereby notified that any dissemination, copying, or distribution of this email or its contents is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Internet communications are not assured to be secure or clear of inaccuracies as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Therefore, we do not accept responsibility for any errors or omissions that are present in this email, or any attachment, that have arisen as a result of e-mail transmission
Patient's wellness is [redacted] number 1 concern. Patient came in as an emergency patient. An extraction was needed. After extraction was performed, Lovett Dental was not notified of any infection. It is normal after extraction that the healing process be from 4 to 6 weeks depending on the...
patient's ability to heal. When a bridge is permanently set a topical numbing agent is applied, but there may be discomfort and a feeling of pressure. The dentist, at the time of the permanent seating, recommended a full exam follow up, but the Patient has not contacted the office to set up an exam. An insurance claim is in the Appeals Process with the Patient's insurance company. Lovett dental is dedicated to working closely with the Patient and the Patient's insurance company to resolve any issues or concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
HI, I think I just need to clarify that No numbing agent was provided to me in the final setting therefore, the pain was unbearable and I was crying throughout the process. Both the doctor and the assistant saw that I kept on screaming/crying of pain at the time of the permanent seating. I made a decision to follow up with another dentist, which I think I understandable following my experience at Lovett. I am now with a dentist at [redacted] in [redacted]. thank you for listening to my complaint. I do hope the appeal process continues regarding the charges. I just wanted this email to serve as clarificationthank you [redacted]
From: Aida [redacted] [mailto:aida.[redacted]@lovettdental.com] Sent: Wednesday, November 23, 2016 11:06 AM To: drteam <[email protected]> Subject: Revdex.com Case# [redacted]) Good morning, I have been in contact with Mrs. [redacted] and we are in process of a refund for her. After reviewing...
her account Lovett Dental was only responsible for refund of $57.00 but as a curtesy to her we will refund her $217.00 due to her misunderstanding the treatment and the insurance fees. Patient is very happy and thankful. Please let me know if you have any additional questions for me. Thank you and Happy Thanksgiving J Aida [redacted]| Office Manager Lovett Dental 6137 Kirby Dr. Houston, Texas 77005 (: (713) 490-8888 |7: (713) 490-6462 *: aida.[redacted]@lovettdental.com| :: Lovettdental.com PRIVILEGED and CONFIDENTIAL: THIS ELECTRONIC TRANSMISSION, AND ANY DOCUMENTS ATTACHED HERETO, MAY CONTAIN CONFIDENTIAL AND/OR LEGALLY PRIVILEGED INFORMATION. THE INFORMATION IS INTENDED ONLY FOR USE BY THE RECIPIENT NAMED ABOVE. IF YOU HAVE RECEIVED THIS ELECTRONIC MESSAGE IN ERROR, PLEASE NOTIFY SENDER AND DELETE THE ELECTRONIC MESSAGE. ANY DISCLOSURE, COPYING, DISTRIBUTION, OR USE OF THE CONTENTS OF INFORMATION RECEIVED IN ERROR IS STRICTLY PROHIBITED.
We will be more than happy to write an explanatory for the patient to forward to the insurance company. There is no refund owed the patient.
Sent: Friday, July 01, 2016 2:28 PM To: drteam Subject: Lovett Dental Revdex.com Complaint ID: [redacted] Good afternoon Revdex.com, I spoke to the manager Bill F[redacted] at our Lovett Dental Humble Practice and he has contacted and corrected the issue with the [redacted] below. Patient informed us...
she will call you as well. Thank you, Marcos A[redacted], B.S, R.D.A | Director of Coaching and Development Lovett Dental
Lovett Dental attempts to explain all the nuances of an individuals insurance policy to every patient. We also attempt to be very clear about the procedure(s) that will be performed. When
an insurance company verifies benefits they also give us a disclaimer that verification of benefits is not a guarantee of payment. In this instance the insurance company has again denied coverage. The patient has received a statement for which she is solely responsible. It is our recommendation that the patient contact the insurance company to get the benefits deserved. Concerning the patient's discomfort, the patient was contacted by the dentist as a follow up and was not told of extreme pain and trauma. Lovett Dental also recommended a follow up exam, but the patient never made an appointment. We are sorry the patient did not choose to continue with Lovett Dental, but are glad that the patient is continuing her mouth wellness with another dental clinic.
The Lovett Dental manager responded not to resolve the issue but to put a blame and make accusations. I have the right as a client to complain when my rights are not fulfilled. Again, below is the detail of the events that lead to this complaint. I am a client that had a terrible experience from the care of Lovett Dental staff located in 6137 Kirby Drive, Houston, Texas. My first dental visit was on December 29, 2016 at 1400H for new crown on left lower teeth 2nd and 3rd molar and replacement of crown on right upper teeth 1st premolar. During the preparation for the crown Dr. Barbara [redacted] ( the staff calls her Dr. B) had issues, malfunctioning of the equipment. Another staff assisting her was in a rush to leave to pick up her car. She was the one who made the mold for the permanent crown and temporary crown on left lower teeth 2nd and 3rd molar which later when I was actually able to chew food it was too high that it’s hitting my upper teeth thus, I was prepared the temporary discomfort eating my food. Furthermore, the other dental staff took over the other staff that was in a hurry to leave. She then prepared the temporary right upper teeth 1st premolar ill fitted. While she was performing the task the hygienist indirectly telling her to hurry up so she can start the cleaning. At this time my mouth so numb that I can barely open my mouth and the staff keeps on telling me to open my mouth wide, I repeatedly told her I can’t using my hand gesture but despite letting her know that she still ask me to do so. She said she understood but yet she would ask me again to open my mouth wider. I cannot express myself effectively enough because I cannot talk my mouth was so numb yet during the deep cleaning I had an extreme pain 10/10 on a pain scale. I had to tolerate it for many reasons: My mouth was totally numb, my mandible felt like about to break, hygienist had to place a mouth piece to keep my mouth open I tried using my hand gesture but they were both focused on just finishing the task Dr. Barbara [redacted] was gone (According to Aida [redacted] the local anesthetic will be ineffective at that time) In regards to this statement “Also the hygienist didn’t finish on her till 7:30pm that day and we close at 6:00pm. I explained that to Mrs. [redacted] is she was rushing on her she would have finished her before 6pm but she stayed late to make sure she does a good job no matter on how long it takes.” The hygienist completed the task at 1900H not 1930H. I paid the $ 3,503.45 in cash at 1903H as reflected in my receipt. My husband had to call me because he was worried it was late I was there since 1400H. At 1930H I was home with my family. “She had left the office happy” Were did you gather the statement above. I can barely talk when I left; I was drooling in my suit and on the floor. None of your 2 staff that night made sure I had a napkin to catch the drool and reminded me about it. I was extremely tired I was there for 5 hrs just for preparation for new crown on left lower teeth 2nd and 3rd molar, replacement of crown on right upper teeth 1st premolar and deep cleaning. I was very disappointed that night but I cannot express it due to my medical limitations, my mouth being numbed. Your client should come first. If you cannot perform the procedure efficiently and comfortably for your client do not perform it. I made a phone call to the dental clinic the following day December 30, 2016 @ 1025H, 1340H, 1459H, and 1555H. I attempted to speak directly with Dr. Barbara [redacted]. First call the physician was not available, left a message to the receptionist she told me she will give the message to her. No call back from the physician therefore, I attempted to call again the second, the third time same response from the receptionist. Finally, at 1555H I was worried that Dr. Barbara [redacted] will leave without talking to me with my concern I insisted to be on hold. When I told her my concerns my mouth still numb, my face very edematous and still having a lot of pain she said it was normal but if I am worried I can go to the clinic. I told her I never had the signs and symptoms when I had my crown, root canal deep cleaning done in the past that is why I was concerned. I did not want to have irreversible complications from dental procedure. On January 6, 2017 after persistent discomfort plus my terrible experience with the dental procedure I decided to call the manager Aida [redacted]. I tried to tolerate everything but the discomfort was not dissipating. I did mention to her I do not have the privilege just to take off, I have to work and on the weekend their clinic is close only for pediatric patients which is my available days. On January 23, 2017 at 1400H I came in to have my permanent crown placed, again it was a disappointment “the crown did not fit” I had to go thru pain again 10/10. The temporary crown was removed, in the process I had extreme sensitivity on my left lower teeth 2nd and 3rd molar. Dr. Barbara [redacted] was aware of my pain but nothing was done she said it was normal. In addition, when the temporary crown was removed I smelled a foul odor, I asked the doctor because I was concerned she said because of the temporary crown. I had to ask her if irrigation of antibiotic necessary to prevent problem, she instructed the staff to irrigate with mouthwash instead. When I was exiting the clinic I had to ask for the manager so I can speak with her regarding another issue I encountered. Meanwhile, I was gagging because I had a very unpleasant taste in y mouth I had to ask the manager Aida [redacted] for a toothbrush and toothpaste. Apparently there was dried glue in my mouth that I had to manually remove plus brush it off. The dental staff just left it in my mouth, did not even put a little effort to remove it. It was a terrible feeling and taste. Again, I asked myself “how does Lovett dental treat their clients” I hope no one is experiencing what I am going thru because nobody deserves that kind of treatment. As your client I have the right to receive the right treatment and procedure. I have the right to be comfortable. I do not have to have pain and discomfort to have dental procedure done. Am I right or am I wrong. As soon as I walked in the office the first sentence that Aida [redacted] said “the hygienist feel bad, she was hurt she had to stay over and all she got was a complain from the patient. She would rather be home with her family but she stayed for you. She said she will never do it again. My staff cannot work overtime so she had to adjust her time. She also mentioned she spoke to her staff regarding my complain. She only apologized when I defended myself on what she was telling me about the hygienist. What she does to her staff is not my concern. She also mentioned that I was the only one that complain, which offended me then, she rephrased it when I commented about it. She then said many complaints. I was still disappointed when I left the clinic, actually traumatized that I have to go thru pain again. My husband saw me suffer everyday since December 29, 2016 and he knows I am a very patient person always try to tolerate things. As a concern husband after I informed him that I had to go thru pain again due to ill fitted permanent crown he called the clinic to make them also realize that my suffering has to be ended. I needed another voice, someone that cares about my wellbeing. In regards to this statement “Then I asked them if this is about money I have no problem reimbursing the money you guys paid. Mrs. [redacted] then got quite but the husband thanked me and told me NO we don’t want the money and that his wife will come in for her next visit” I was quite because I was extremely disappointed on how she was trying to treat me like she mentioned above” is it about the money”. I was thinking at that time how insensitive this person is about my suffering, the pain is not worth that money. What she actually said she will reimburse the money and I can go to another dentist. I responded to her “I will not go to another dentist to take over the incomplete procedure because in the future the Lovett dental has the full responsibility for the end result or any complications may occur”. “Also the husband told me that the reviews that they posted can be revised.” My husband did not mention about revising reviews, the reviews are factual just so all my statements. “I even told myself next time she comes in I should ask her to have our conversations recorded or I will not be alone with her in my office because God knows she will change things again on me. If she is in pain I have asked her multiple times to come in”. Again, all my statements are factual . I agree a conversation can be recorded only with the consent of both parties and with equal number of witnesses. Moreover, patient’s confidentiality has to be maintained at all times inside and outside work. To summarize, the reason I had to file a complaint because my rights as a client was not fulfilled as expressed in details above. Respectfully, [redacted] Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
We have finished the treatment for Mrs. [redacted]. She left happy and told me that she liked the service she had received on her follow up appointment. Please let me know if you have any additional questions for me. Thank you,Aida [redacted] | Office ManagerLovett Dental6137 Kirby Dr.Houston, Texas 77005[redacted]?: aida.[redacted]@lovettdental.com | ?: Lovettdental.com ________________________________________
An EOB is an estimate of benefits. It is not a guarantee of payment or of the amount charged for treatment rendered. Lovett Dental has attempted to work closely with the patient and her insurance company, but at this time have exhausted all resources in an attempt to collect from the insurance...
company. As a service provider Lovett Dental can request insurance payments, but we cannot force an insurance company to pay. Lovett Dental has suggested that the patient work with her insurance company to request any remaining benefits deserved.
Revdex.com:
This letter is to inform you that Lovett Dental Center has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/8/2015...
5:13:36 AM and assigned ID [redacted]
Regards,
Thank you but dis regard the last email. I just checked my mail box and the check was there. Though I still am dissatisfied with Lovett Dental, I thank you for all your help. Have a blessed weekend!
We apologize for any misunderstandings. The doctor provides dental care in which she feels is the best course of treatment for the patient. Needing a deep cleaning can be a serious issue and once there is a diagnoses given for this type of service, its unethical to provide a routine...
cleaning. A second opinion is always an option for the patient. If you would like to schedule another consultation with the [redacted], please contact the provider. Thank you
The office apologizes for any delay in processing your refund. The amount that is refunded back to the original amount of purchase with your Care Credit is $600.00. The lab costs associated with processing your case is non refundable of $300.00. Other services such as office...
co-pays and extractions are non-refundable. If you need a breakdown of your account ledger for services performed and completed, please contact the office.
Thank you
wow!! I am so sick of this. This is a he said/she said issue...
The doctor was Not notified of trauma???? she caused the trauma...she WITNESED IT along with the assistant. You have got to be kidding me.
I will contact the insurance..
I do hope people read this evaluation. This has been a Truly emotionally and physically traumatizing and dtraining experience.
Case closed!!!!!!!!!!!!!!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,