Mark R. Gordon, D.D.S., M.S.

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This reasoning is again, not consistent with what I have been told in the past and I did e-mail the office the attachment with all of my Explanation of Benefits in April When I spoke with the office manager, she confirmed that she had received my e-mail, but did not have time to go through my file yet The original reason that was provided was that my insurance company paid by check and the fax machine had been down due to a power failure and she had no had time to reconcile the books To help speed up the process, I called [redacted] and found out the date of payment and that it had been made electronically I gave her a couple of weeks to catch up and then called, was given the same excuse only this time I was able to let her know the payment was made electronically I then printed out all of my EOB’s and created the attached spreadsheet showing that I had been charged twice, etc I e-mailed that to her and she did tell me that she had received it, but again, she just hadn’t gotten to my account This was in April It has been three months and she will no longer take my calls When the reclama was provided by the Revdex.com and she explained that she had called METLIFE, I called to see when the last call was made On July 30, 2014, [redacted] said they had NO record of any phone calls being made regarding my account for the past months But, the same claim from work in August was made again (and declined because it was already paid) and a new claim was put in for an appointment I never had (the date on the EOB is July 30, 2013, my first appointment was on August 20, 2013) Furthermore, the office has not addressed the fact that they charged my HSA account TWICE on 8/21/ I have included my HSA statement showing the withdrawals The bill does not reference any network fees and the write off amounts are often incorrect I have done a great deal of research to understand the billing process and have tried to help expedite the billing issues, but I am always given excuses as to why my account has not been relooked at It is clear that no one looked at the attachment as I have provided all of my EOB’s Instead of actually looking into things, the answer is to just resubmit to the insurance company and now they are submitting for appointments that I never had I have provided all of the paperwork to show that I do not owe any money, in fact, I was overcharged, yet nothing is looked at or addressed Regards, [redacted] ***

12/15/2015To Whom This May Concern:I Carol G*** apologize to *** *** for my abrupt phone conversation at 4:I had previously spoken to *** *** as did DrGordon explaining we will not be sending a refund and are appealing to the insurance company in writing We have sent in an
official written appeal and if the insurance company refuses to comply, we will be filing with APP & the insurance commission of VA

[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.  It is obvious to me this office is not going to change the way they do business. It is too bad they don't understand the core problem is not me complaining but their unethical billing practices which puts them in cash flow problems. I will just take my warnings to public media or social media forums to warn others. As I stated our dentist told us this was a problem and did not recommend them for that reason. We should have looked around more. I appreciate the hard work of the Revdex.com, as a business owner I understand customer feedback is key and eventually it all catches up.  Thank you
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am...

rejecting this response because:This reasoning is again, not consistent with what I have
been told in the past and I did e-mail the office the attachment with all of my
Explanation of Benefits in April.  When I
spoke with the office manager, she confirmed that she had received my e-mail,
but did not have time to go through my file yet.   The original reason that was provided was
that my insurance company paid by check and the fax machine had been down due
to a power failure and she had no had time to reconcile the books.  To help speed up the process, I called
[redacted] and found out the date of payment and that it had been made electronically.   I gave her a couple of weeks to catch up and
then called, was given the same excuse only this time I was able to let her
know the payment was made electronically. 
I then printed out all of my EOB’s and created the attached spreadsheet
showing that I had been charged twice, etc. 
I e-mailed that to her and she did tell me that she had received it, but
again, she just hadn’t gotten to my account. 
This was in April.  It has been
three months and she will no longer take my calls. 
When the reclama was provided by the Revdex.com
and she explained that she had called METLIFE, I called to see when the last
call was made.  On July 30, 2014, [redacted] said they had NO
record of any phone calls being made regarding my account for the past 3
months.  But, the same claim from work in
August 2013 was made again (and declined because it was already paid) and a new
claim was put in for an appointment I never had (the date on the EOB is July
30, 2013, my first appointment was on August 20, 2013). 
Furthermore, the office has not addressed the fact that they
charged my HSA account TWICE on 8/21/2013. 
I have included my HSA statement showing the withdrawals.  The bill does not reference any network fees
and the write off amounts are often incorrect. 
I have done a great deal of research to understand the billing process
and have tried to help expedite the billing issues, but I am always given
excuses as to why my account has not been relooked at.  It is clear that no one looked at the
attachment as I have provided all of my EOB’s. 
Instead of actually looking into things, the answer is to just resubmit
to the insurance company and now they are submitting for appointments that I
never had.  I have provided all of the
paperwork to show that I do not owe any money, in fact, I was overcharged, yet
nothing is looked at or addressed. 
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Although my wife was finally refunded the money only after I filed a complaint with Revdex.com and the State of Virginia Licensing for medical review, at no point was I ever threatening to anyone in the office of Dr. Gordon. Dr. Gordon's (sister) **. [redacted] was rude to both me and my wife on several occasions. In the end I was refunded the money, but we are not the only people with this issue. There are several online ([redacted]) reviews that state the same problem we had. Afterwards we explained what happened to our family dentist, who commented they stopped recommending Dr. Gordon's office the this specific reason (billing). It is unfortunate **. [redacted] is unaware of her inabilities to properly run billing properly and her self-admitted issues with cash flow problems at the office. At no point did I even raise my voice with **.[redacted]. I also asked to speak to Dr. Gordon on several occasions, as I fear either he has no idea this is an issue and he is losing patients over it and or he does not care and is complicit to the uncommon business practice of billing patients after procedures and not billing the insurance company directly. I received a call from the state of Virginia and there lead investigator called me last month to discuss the issue and stated it was considered unethical and they would look into the matter further. I thank the Revdex.com for looking into this issue. A little background on me. I possess a TOP SECRET clearance with the government and am a former credentialed federal agent. At no time did I commit any criminal activity. I would say the only criminal is the unethical practices of Dr. Gordon's office. Again thank you for looking into the matter.
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 wanted to update my case ##[redacted] regarding the issue with Dr. Gordon’s office refusing to refund my $128. 80 since Sept. 2015, in addition Dr. Gordon’s office’s false claim of stating I owe them $211 for a service they never provided and for inaccurately billing my dental insurance.  After numerous grievance letters, & phone calls from my insurance company [redacted] and with the help of Virginia Department of Health Physicians, I received my refund on June 25, 2016 from Carol G[redacted].  Thank you for all your help!
[redacted]

June 4, 2014
Dear **. [redacted],
It is most unfortunate that you and I have to take our valuable time to address this unfounded and incorrect complaint.  Enclosed you will find a copy of the receipt of payment that was sent to the patient.  This receipt was sent to the...

patient within three weeks of receiving this in a bulk insurance payment. Due to being out of town on some necessary family health issues involving my 92 year old mother and taking the place of her care and meeting her needs in place of my Sister, undergoing cancer surgery and treatment in Ohio (450 miles away) I was unavailable to reconcile the payment and issue a refund.  In addition to that, **. [redacted], is not a ptient of record in our office.  Out of courtesy we accepted his phone call, even though it was a day when our part time worker was out and all three phone lines were ringing and we had three patients in the reception area and two patients checking out.  I tried to explain but **. [redacted] would not allow me to speak and called 6 times in a row.  Each time I told him I would call his wife.  Each phone call he got louder and louder and he was so loud all the patients could hear him shouting through the receiver.  He made several statements and threats that could be considered criminal and when I explained it all to Dr. Gordon he suggested I call the police. I can honestly say, I was fearful for my personal safety and did not call the police in fear of what this man might do in retaliation.  I was not rude and it was all I could do to retain my composure during his harrassment.
His accusations are untrue and his expectation of not being refunded in a timely manner are unreasonable.  We didn't even receive the bulk check from the insurance carrier until April 18th and after my return on the 24th I refunded **. [redacted] on the 25th by giving her a credit on her charge.  I am so surprised that he would say they were never paid.
Dr. Gordon and I are not expecting an apology from **. [redacted].  We are pleased that [redacted]'s procedure has healed and her tooth has been restored. 
Respectively,

Handwritten Attachment

wd: Complaint # [redacted]
Inbox
x 
Revdex.com of Metro Washington DC <[email protected]>
Sep 15
to me 
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Mon, Sep 15, 2014 at 12:05 PM
Subject: Complaint # [redacted]
To: "[email protected]" <[email protected]>
My complaint is no longer in the system and it was not resolved.  I checked on it last week and it was being reviewed by the Revdex.com, but now I have no evidence of the complaint at all.  Can someone give me a status?
[redacted]
To [redacted] Complaint ID # [redacted] is still listed in our complaints. W...
Sep 19
[redacted]
2:40 PM (4 minutes ago)
to [redacted] 
To [redacted]
You  may contact the Bureau of Professional & Occupational Affairs (BPOA)-PA - State Board of Dentistry
PO Box [redacted]
Harrisburg PA 17105
Phone Number: ###-###-#### x
Fax Number: ###-###-#### x
Website: http:[redacted]
Mission:  The State Board of Dentistry, through the licensure of dentists and dental hygienists and the certification of expanded function dental assistants, insures that such individuals are suitable and qualified.  The Board issues, suspends and revokes licenses and certificates.  In addition, the Board supervises dentists, dental hygienists and expanded function dental assistants to insure that they are complying with licensure and certification requirements and investigates complaints made against these individuals.  The Board develops standards of professional conduct, including continuing education requirements, in order to maintain a high level of integrity and performance in the practice of dentistry.