Marianna Detwiler, DDS

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: DrDetwiler in her very first sentence tells a lie, she advised that the bill was paid in full, yet sent me a bill for $(which I have sent you a copy of) that bill was sent out June 02, Now she has accused me of filing this complaint without just cause, I beg to differ as you can see I have submitted my telephone records corroborating my complaint of repeatedly calling her office to get the information I needed to move forward with my surgical team for my knee replacement Not only did DrDetwiler inconvenience me by not answering my questions, or calling me back as she stated she wouldShe inconvenienced the staff at Hershey Medical Center as well I have suggested to them to no longer recommend DrDetwiler to their patients in the hopes that no one else will have to go threw what I haveIf they should choose not to is completely their decision I have advised them of my situation and can only hope that they have heard my anguish and will make a decision that is best for their future patients This situation has really affected me, my health and state of mind have be rattled and I really really try not to get upset because my health is very much affected by stress.With that being said in order for this situation to be resolved I would like to have a statement of account from DrDetwiler, that the bill is Paid In Full as she stated in the very first sentence of the letter she sent you.Thank you for you attention to this matter[redacted] Regards, [redacted]

The balance was paid in full on the date of service The information requested by the patient's medical providers was sent to them prior to the complaint being filed That is a matter of record since, not only did we send the requested information to the patient's physician, we also sent the information to the medical records department The information was scanned into the medical record at the outside facility twice prior to the complaint (Dated and time-stamped.) Based on the above, the complaint seems to be without merit Furthermore, the patient, in the complaint, gave conflicting statements regarding what she was advised that her treatment needs were There are several other points that we dispute, but since the claim is baseless, addressing each individually will not likely give this patient satisfaction Thank you for the opportunity to address this matter.Please note that the delay in responding in writing was because we were awaiting the patient's clarification as requested by the Revdex.com.Sincerely, Marianna Detwiler, DDS

July 11, Dear *** ***:We are in receipt of your letter and the complaint that was madeTo clarify, the same complaint has now been received twice, once for Marianna ***, DDS which was the former practice name prior to a name change due to marriage.Our
goal is to address the dental needs of those we serve in a professional and caring mannerWe at this office are saddened to see such a complaint filed and we offer the following response:The person who sent the report to your office stated that a "temporary employee" told her that her insurance was "out of network", but that we would "submit (her) insurance claim, then bill (her) later"The person who took her call was the hygienista long-term employee of this officeThe hygienist advised me that she was only told the patient's insurance was ***She stated that she did not agree to any payment plan or other financial arrangement The hygienist would not have known that the patient had a *** policy unless the patient told herThe complainant's report that the office would send a claim to the *** insurance, then bill the patient later does not make sense since *** plans do not pay out-of-network providers.The caller was scheduled for the following dayWhen she presented, she completed and signed the office's financial policy which we have in place to clarify how financial matters are handledIt clearly states that payment is expected at the time services are renderedA sign which is prominently displayed at the reception desk states the same messageThe lady then provided her dental insurance card which showed that her plan was a DMOThe dental assistant advised her that her insurance card indicated the plan was a DMODMO plans only make remuneration to providers who have contracted with that particular insurance companyThe dental assistant advised her that we would be happy to see her, but that DMO's do not pay out of networkShe further explained that, as the patient had agreed by endorsing the financial policy, payment is expected at the time services are renderedThe dental assistant then called the insurance company to verify whether or not there were out-of-network benefits, was advised that there were not and informed the patient.The lady claims in her report that "most dental offices will offer payment plans or care credit," I do not know if that is true, but by providing a financial policy for the patient to review and agree to by signing prior to treatment, we are making every effort to make sure that patients understand the financial terms of their care so that disputes may be avoidedThe following are excerpts from the "Financial Policy":"Payment for office visits is required at the completion of the visit." Under "Patient Responsibilities" regarding insurance, "Be aware of what services are covered." This is followed by a listing of the plans in which we participate and "if you have a plan other than (the listing of plans), you will be responsible for the total balance at the time of service." "I have read the above financial policy and wilt abide by its terms therein." There is a line for the signature of the responsible party and the date.Most disturbing is the individual’s accusation that she was in a lot of pain and we "refused to treat" (her) or "allow (her) to talk to the doctor." We do not refuse to treat patients and we certainly make every effort to help those in painThe dental assistant reports that she was clear that we would be happy to see herThe lady asked if she could arrange a payment planWhen the dental assistant advised her that we do not make payment plans for initial visits, the lady leftWe did not refuse to treat herThe dental assistant had simply asked that the lady abide by the Financial Policy to which she had already agreed and the lady chose to leaveShe called back later the same day and stated that she would like to reschedule as she will soon have new insuranceWhen we called her back to schedule, she did not answer nor has she returned our call even though a message was left informing her that the purpose of the call was to accommodate her with another appointment,I have worked with the same dental assistant since and I do not believe that she would ever refuse to let someone speak with meShe even called the individual's insurance to clarify that there were no out-of-network benefits which is above and beyond what would be expectedI am confident that the same assistant would inform me if someone presented with symptoms of pain.It seems odd that a lady who reportedly felt that we hadn't accommodated her called back the same day to rescheduleShe also had the option of calling the office if she wished to speak with me, but she did notShe could have sent a letter stating her concerns to the office, but she chose to go directly to the Revdex.comBy her own statement, she knew this office was out-of-network with her insuranceShe agreed to our financial policy, then made this complaint after she decided she did not want to abide by the terms to which she had agreed.Thank you for allowing us the opportunity to present this informationWe appreciate your role in trying to resolve such issues.Sincerely

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Dr. Detwiler in her very first sentence tells a lie, she advised that the bill was paid in full, yet sent me a bill for $216.00 (which I have sent you a copy of) that bill was sent out June 02, 2017.  Now she has accused me of filing this complaint without just cause, I beg to differ as you can see I have submitted my telephone records corroborating my complaint of repeatedly calling her office to get the information I needed to move forward with my surgical team for my knee replacement.  Not only did Dr. Detwiler inconvenience me by not answering my questions, or calling me back as she stated she would. She inconvenienced the staff at Hershey Medical Center as well.  I have suggested to them to no longer recommend Dr. Detwiler to their patients in the hopes that no one else will have to go threw what I have. If they should choose not to is completely their decision I have advised them of my situation and can only hope that they have heard my anguish and will make a decision that is best for their future patients.  This situation has really affected me, my health and state of mind have be rattled and I really really try not to get upset because my health is very much affected by stress.With that being said in order for this situation to be resolved I would like to have a statement of account from Dr. Detwiler, that the bill is Paid In Full as she stated in the very first sentence of the letter she sent you.Thank you for you attention to this matter.[redacted]Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

The balance was paid in full on the date of service.  The information requested by the patient's medical providers was sent to them prior to the complaint being filed.  That is a matter of record since, not only did we send the requested information to the patient's physician, we also sent...

the information to the medical records department.  The information was scanned into the medical record at the outside facility twice prior to the complaint.  (Dated and time-stamped.)  Based on the above, the complaint seems to be without merit.  Furthermore, the patient, in the complaint, gave conflicting statements regarding what she was advised that her treatment needs were.   There are several other points that we dispute, but since the claim is baseless, addressing each individually will not likely give this patient satisfaction.  Thank you for the opportunity to address this matter.Please note that the delay in responding in writing was because we were awaiting the patient's clarification as requested by the Revdex.com.Sincerely, Marianna Detwiler, DDS

Review: the doctors office advised me that they would treat me and submit my insurance claim then bill me later when I called to set up the appt, I told them my insurance info and what plan I had, they said it was out of network but they would be able to do that, I then get to the office the following day and they advise me that I must pay for all services(xrays,cleaning,exam,etc) , Most dental offices will offer payment plans or care credit. I came to that office as emergency and was in alot of pain, they refused to treat me or allow me to talk to the doctor . they said it must have been an temp employee that provided the info and apologized...Desired Settlement: since , I was not able to speak to the doctor it is possible that she may not be aware of how her employees are handling insurance claims and payments and should not be giving out misleading or misinfo, if their (temp employees) do not know then they need to get the info before setting expectations with potential clients...

Business

Response:

July 11, 2014Dear [redacted]:We are in receipt of your letter and the complaint that was made. To clarify, the same complaint has now been received twice, once for Marianna [redacted], DDS which was the former practice name prior to a name change due to marriage.Our goal is to address the dental needs of those we serve in a professional and caring manner. We at this office are saddened to see such a complaint filed and we offer the following response:The person who sent the report to your office stated that a "temporary employee" told her that her insurance was "out of network", but that we would "submit (her) insurance claim, then bill (her) later". The person who took her call was the hygienist. a long-term employee of this office. The hygienist advised me that she was only told the patient's insurance was [redacted]. She stated that she did not agree to any payment plan or other financial arrangement The hygienist would not have known that the patient had a [redacted] policy unless the patient told her. The complainant's report that the office would send a claim to the [redacted] insurance, then bill the patient later does not make sense since [redacted] plans do not pay out-of-network providers.The caller was scheduled for the following day. When she presented, she completed and signed the office's financial policy which we have in place to clarify how financial matters are handled. It clearly states that payment is expected at the time services are rendered. A sign which is prominently displayed at the reception desk states the same message. The lady then provided her dental insurance card which showed that her plan was a DMO. The dental assistant advised her that her insurance card indicated the plan was a DMO. DMO plans only make remuneration to providers who have contracted with that particular insurance company. The dental assistant advised her that we would be happy to see her, but that DMO's do not pay out of network. She further explained that, as the patient had agreed by endorsing the financial policy, payment is expected at the time services are rendered. The dental assistant then called the insurance company to verify whether or not there were out-of-network benefits, was advised that there were not and informed the patient.The lady claims in her report that "most dental offices will offer payment plans or care credit," I do not know if that is true, but by providing a financial policy for the patient to review and agree to by signing prior to treatment, we are making every effort to make sure that patients understand the financial terms of their care so that disputes may be avoided. The following are excerpts from the "Financial Policy":"Payment for office visits is required at the completion of the visit." Under "Patient Responsibilities" regarding insurance, "Be aware of what services are covered." This is followed by a listing of the plans in which we participate and "if you have a plan other than (the listing of plans), you will be responsible for the total balance at the time of service." "I have read the above financial policy and wilt abide by its terms therein." There is a line for the signature of the responsible party and the date.Most disturbing is the individual’s accusation that she was in a lot of pain and we "refused to treat" (her) or "allow (her) to talk to the doctor." We do not refuse to treat patients and we certainly make every effort to help those in pain. The dental assistant reports that she was clear that we would be happy to see her. The lady asked if she could arrange a payment plan. When the dental assistant advised her that we do not make payment plans for initial visits, the lady left. We did not refuse to treat her. The dental assistant had simply asked that the lady abide by the Financial Policy to which she had already agreed and the lady chose to leave. She called back later the same day and stated that she would like to reschedule as she will soon have new insurance. When we called her back to schedule, she did not answer nor has she returned our call even though a message was left informing her that the purpose of the call was to accommodate her with another appointment,I have worked with the same dental assistant since 1997 and I do not believe that she would ever refuse to let someone speak with me. She even called the individual's insurance to clarify that there were no out-of-network benefits which is above and beyond what would be expected. I am confident that the same assistant would inform me if someone presented with symptoms of pain.It seems odd that a lady who reportedly felt that we hadn't accommodated her called back the same day to reschedule. She also had the option of calling the office if she wished to speak with me, but she did not. She could have sent a letter stating her concerns to the office, but she chose to go directly to the Revdex.com. By her own statement, she knew this office was out-of-network with her insurance. She agreed to our financial policy, then made this complaint after she decided she did not want to abide by the terms to which she had agreed.Thank you for allowing us the opportunity to present this information. We appreciate your role in trying to resolve such issues.Sincerely

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,