Metro Dentalcare

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

October 21, 2017Revdex.com of MinnesotaSRiver Ridge CircleBurnsville, MN 55337Attn: [redacted] Case # [redacted] Dear Ms [redacted] ,We apologize that the patient's experience was not a positive one We always strive to give patients the best experience and always provide treatment plan estimates from their insurance such that we can provide patients with better understanding of their coverage and out of pocket costs estimate.Typically, we do provide for an exam in order to diagnose and provide treatment In this case, the consultation is necessary in order to diagnose and provide care for the patient with the treatment Relative to this account, as a courtesy, we will provide a one-time adjustment of the consultation fee to this account in order to facilitate the closure of this case We sincerely understand the frustration by the patient and will strive to always explain to our patients their treatment plan costs.Thank you for the opportunity to respond.Sincerely,H [redacted] Quality Assurance

It seems the patient was refunded on for the amount requested We will have our accounts manager review the process for refunds to patients with the practiceOur guideline is to process within days

I am sorry to hear of the complainants experience with our organization It seems since this letter was filed, a resolution has been achieved with the practice and the patient The patient did pay for the services rendered

March 27, 2017 RevDex.com of Minnesota 2706 Gannon Road St. Paul, MN 55116 Attn: [redacted] Case # [redacted] Dear Ms. [redacted] , We have attempted to contact the patient with no success and request that the patient contact our Quality Assurance Team. We last left a message for the patient at the number provided on 3/20/2017. Thank you for the opportunity to respond. Sincerely, Quality Assurance

I am rejecting this response because:
In response to your email The dental office refused to see me when I went to my appointmentI paid the balance that day in August In order for the dentist to see me I had to pay an additional amount of money, which I didn't not haveSo therefore they cancelled appointment The $that they are referring to was sent to an attorneyI call attorney they told me it was in litigationI paid that Bill in full on 3/13/ I do not owe them a dime I have all there printouts where the amounts have changedThey never called me about problems only about the balanced owed I have wrote to medicare advised I shouldn't have had to pay anythingI have written to attorney General and have seeked counsel At this time I will wait to heard from attorney General and proceed

Final Consumer Response /* (2000, 6, 2016/03/14) */
Case can be closed - I received the refund

Initial Business Response /* (1000, 5, 2016/02/19) */
To whom it may concern:
We have received your request to provide a response to a concern filed with your agency by a patient recently seen for care in one of our practices
After discussing this concern with the treating dentist it is our
understanding that a full mouth series of x-rays were indicated to provide appropriate careAccording to our records, the patient's last full mouth series of x-rays were taken in our practice on 12/3/In reviewing the patient's insurance plan, it was determined that a full mouth series of x-rays is covered every monthsWe were not aware of nor did the patient disclose to us that they had received treatment at another dental practiceWe will be contacting the patient to work through a resolution
Initial Consumer Rebuttal /* (2000, 7, 2016/03/03) */

I am rejecting this response because:
I was informed that this policy that I agreed to was in effect going back to my first date of service, which, even according to the response given, is not accurate Also, I paid for services up front based on what was quoted to me by MetroDental If fact, no information had been provided to me regarding this matter in my communications with MetroDental until I got the Revdex.com involved Additionally, I was denied this information until now and still have yet to be provided with proof of this policy that they say I agreed to

October 21, Revdex.com of Minnesota SRiver Ridge Circle Burnsville, MN Attn: *** *** Case #*** Dear Ms
***, We apologize that the patient's experience was not a positive one. We always strive to give patients the best experience and always provide treatment plan estimates from their insurance such that we can provide patients with better understanding of their coverage and out of pocket costs estimateWe have made many attempts to connect with the patient with no success, both by telephone, at least six times since the date of appointment as well as via USPS through our statements at least ten times. In this, we have reviewed our records and found that the treatment and care provided was appropriate for the patientHowever, as a courtesy, we will provide a one-time billing adjustment in order to facilitate the closure of this case. Thank you for the opportunity to respondSincerely, H***

August 30, Revdex.com of Minnesota Gannon Road StPaul, MN Attn: *** *** Re: Case #*** Dear Ms***: In response to the latest correspondence, our Financial Policy was signed by the patient on 6/20/2012. The policy is attached for review in which the patient agreed to the terms outlined in the policy. Communication was documented between the patient and our clinic on 9/18/in which payment by the patient was not possible as well as on 12/17/that patient was unable to make payments and the patient was aware of their accounts at collections In regard to the patient’s request for us to provide this policy, we will gladly provide a copy of the signed financial policy once the patient signs a release of records. Again, we stand by our decision not to re-open the patient’s family account with our clinics due to the terms and conditions of our financial policy not being met by the patient. Sincerely, Hanna ***, Quality Assurance Coordinator

Tried reaching the patient to resolve the concern, patient has not returned my call

It is true that the complaintant did offer to pay at the time of  treatment, however with the patient having an insurance plan we file to insurance and anticipated receiving some benefit. Once we received the denial from the insurance company, we then applied the discount plan benefit , which...

the patient signed up for.  I understand this may seem like a long process and it is, we have to follow the proper claim adjudication process defined by legislature. As far as the patient getting a letter the day after they paid,  a statement hasdalready been generated and sent in the mail.  We did adjust the accrued charge for delayed payment of $3.50, the patient has a zero balance.

August 29, 2016 Revdex.com of Minnesota 2706 Gannon Road St. Paul, MN 55116 Attn: [redacted] Re: Case #[redacted]   Dear Ms. [redacted]:   We have received your correspondence in regarding to concerns expressed by the patient as it relates to our decisions to keep the...

patient’s account closed due to a history of bad debt.  In reviewing the patient’s account, our patient record documentation indicates that the patient signed our financial policy on 06-20-2012.  The ledger for this account shows a history of delinquent payments in 4/2010, 8/2010, 12/2012 and 2/2013, leading to collections status.  Our history showed that multiple communications was made between the patient and us, and that the patient was aware of their bad debt and collections status.    Relative to this account, satisfactory and timely payment from our patient was not demonstrated leading to our decision not to re-open the patient’s family account with our clinic.  Please contact us should there be the need for additional information. Thank you for this opportunity to respond. Sincerely, Hanna [redacted]Quality Assurance Coordinator

March 21, 2017 Revdex.com of Minnesota2706 Gannon RoadSt. Paul, MN 55116Attn: [redacted]Case #[redacted]Dear Ms. [redacted],We apologize that the patient's experience was not a positive one.  We always strive to give patients the best experience and always provide treatment plan...

estimates from their insurance such that we can provide patients with better understanding of their coverage and out of pocket costs estimate.   We always encourage that the patient reach out to their insurances to verify our estimates as many times, insurances has maximum annual coverage and deductibles that apply specific to their plans.  It should be noted that we reached out to the patient multiple times, via postal office and telephone with no success.  Regarding to this complaint with the Revdex.com, we have also reached out to the patient via telephone and have yet to receive a call back.  Relative to the visit in question, our dental team reached out to the patient with a standard care call in July 2015 after their dental visit and the patient informed us that everything was wonderful and we informed the patient that adjustments can be made at the next appointment if needed.  Our records show that the patient’s last dental visit was in August 2015 where no dental concerns were brought up by the patient.  We understand that dental concerns do arise throughout the years due to the nature that dentition shifts.  We do encourage our patients to schedule their dental appointments when concerns arise so that we can help address the dental issues in a timely matter.  In this case, the patient hasn’t reached out to us for a dental appointment since August of 2015.Relative to this account, as of today, the patient has an outstanding balance and in order for us to clear the status of this account, the balance needs to be addressed by the patient for services rendered.Thank you for the opportunity to respond.Sincerely,Quality Assurance

It seems the patient was refunded on 5.23.16 for the amount requested.  We will have our accounts manager review the process for refunds to patients with the practice. Our guideline is to process within 30 days.

Dear Ms. [redacted],We apologize that the patient's experience was not a positive one.  We always strive to give patients the best experience and always provide treatment plan estimates from their insurance such that we can provide patients with better understanding of their coverage and out of pocket costs estimate.However, in this case, we were not able to control the timeframe that the patient's insurance company took to payout for services rendered.  It should be noted that the patient's insurance took 1 1/2 months for payment of services rendered.  Our billing letters are auto cycled by dates of the month, so it was unfortunate that the patient received the letters due to the timeframe it took for us to receive payment from their insurance.  Relative to this account, as of today, the patient does not have a balance, we did not report them to the credit bureau and there is no damage to their credit by us.  We sincerely understand the frustration by the patient and managed this to the best of our abilities given the timeframe of payment from the patient's insurance company.  Thank you for the opportunity to respond. Sincerely, H. [redacted]Quality Assurance

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.

I am sorry to hear of your unsatisfactory experience at Metro Dentalcare.  In reviewing your complaint it was discovered when you made payment to the practice there was a fee remaining due to a collection fee.  As a courtesy for you we will adjust the fee and your account will have a 0...

balance. I apologize for any inconvenience.Metro Dentalcare

I think you guys have the complaint submitted with the wrong dental office..... I submitted for Metro Dentalcare