Madison Dental Group P.C.

Review: A tentative appointment was made with Madison Dental Group for Friday, August ** with receptionist pending confirmation of new insurance plan being accepted by Madison Dental Group for services to be rendered. No appointment confirmation was recieved nor was confirmation of acceptance of new insurance plan. As appointment was not confirmed, I did not present myself on 8/** for appointment.

On 9/*/2013 I received an invoice for a $75.00 broken appointment fee. As there was never confirmed appointment, I hereby charge Madison Dental Group with unlawful and unethical collection practices.Desired Settlement: I wish to recieve a billing adjustment in the amount of $75.00 for incorrect charges by Madison Dental Group. I also wish to recieve letter of apology for unprofessional behavior and failure to confirm appointments with patients. Practices are not conducive to positive relationships with patients.

Business

Response:

Dear [redacted],

l would like to take this opportunity to respond to a customer complaint (ID #[redacted]) regarding a billing issue that occurred on August **, 2013. The customer ([redacted]) failed to keep his scheduled appointment on August **, 2013 and was charged with a "Broken Appointment Fee". This appointment was originally scheduled for August **, 2013 for which he arrived over 25 minutes late for a confirmed 50 minute appointment. The patient did not contact us regarding the fact that he would be late so we could not prearrange any schedule changes to accomodate his tardiness. It was at that time he was told he could not be seen and would need to reschedule because the planned procedure would run into someone else scheduled time, penalizing the next patient who would be arriving on time. At that time he rescheduled for the [redacted]. He also has a history of 2 previous appointments (October *, 2012 and January *, 2013) which were confirmed with the patient that he failed to keep, but no "Broken Appointment Fee" was applied as a courtesy to the patient.

In our office, in order to provide timely service to all of our patients, we operate by scheduled appointments ONLY. We do not schedule "Tentative Appointments", as each appointment represents time reserved to that specific patient. We also require 24 hours notice of cancellation to avoid a fee: Often we do not enforce the "Broken Appointment Fee" unless someone has a history of not showing for appointments or repeatedly arriving late.

Every new patient to our office receives a copy of our guidelines that they review and sign and is kept as part of their record. Patients are also made aware that appointment confirmations are a courtesy with which we will try our best to provide for them; however, it is still the patient's responsibility to remember and keep their scheduled appointments. We also try our best to review each patient's insurance coverage before their appointments; however, this is very labor intensive and we ask that our patients taken some responsibility to know What coverage they have for themselves.

I have enclosed with this letter, copies of those forms stating our practice guidelines that [redacted] had signed when first coming to our practice.

Please let me know ASAP if there is any other information that you need from me or feel free to contact rile at [redacted] ext. [redacted] * **

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The attached document incorrectly states that my arrival at [redacted]'s office on 8/**/13 was 25 minutes late. I arrived at the Doctor's office 10 minutes late and had notified a receptionist by phone that I would be late to the scheduled appointment. Additionally, [redacted] claims that I have 2 previous "no show" appointments on my record. Those appointments were cancelled.

Finally, the late fee that I'm being charged for was in reference to an appointment that was scheduled for 8/**/13, subject to Madison Dental Group accepting my new employers insurance coverage. I was assured by the receptionist at Madison Dental Group that the office would confirm acceptance of my new insurance carrier directly. Because that never happened an appointment was never confirmed. If "tentative appointments" are not offered per the practice guidelines that [redacted] references, then his staff should not offer to liaise with patients in such a manner.

I do not accept his response to my claim and would suggest that his practice seek to work with patients in a more professional manner going forward.

Sincerely,

Review: the [redacted] of the site, originally informed me that the office works with my daughter's dental plan.

after I had signed all the papers and the doctor had performed the procedure, the [redacted] of the office started harrasing calls that went on and on on my mobile phone.

I have suspected that either the dental office, or the dental insurance , Dentaquest, are not telling me the truth abou the fees that were payed to the doctor.

I want to know what is the problem there, anf if the fees were drawn from Dentaquest and from me at the same time, then I want to recieve a refund. this is an illegal practice!Desired Settlement: If it was in my power, I want the manager of the office to apologize to me personally.

she was extreemly, extreemly agressive and I had never ever had such bad experience, a traumatizing one.

and, of course, I want to know whether the money were payed by Dentaquest to [redacted], if the money were payed, then I am intitled to the refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

the [redacted] of the site, originally informed me that the office works with my daughter's dental plan.

after I had signed all the papers and the doctor had performed the procedure, the [redacted] of the office started harrasing calls that went on and on on my mobile phone.

I have suspected that either the dental office, or the dental insurance , Dentaquest, are not telling me the truth abou the fees that were payed to the doctor.

I want to know what is the problem there, anf if the fees were drawn from Dentaquest and from me at the same time, then I want to recieve a refund. this is an illegal practice!