Mountainville Dental, PLLC

We are going to go back to the insurance company again as a co***esy as part of the claims are under the father of [redacted] ***, which seems to be out of the ordinary as [redacted] is living in another householdWe will do this as a co***esy onlyAs for the insurance that did not cover the family from 11/9/visits, they received the explanation of benefits directly from the insurance company denying the claim and it is always the patients responsibility to follow-upThat is why we have the signs in the office reminding all patients about this and to be aware of their insurance because we cannot take the full responsibilityWE have thousands of patients and we can only do the job properly if the proper information is forwarded to usThe patient listed the wrong insurance, we cannot be responsible for that errorAt then end of the day, the patient has a balance and they are responsible of their own affairsIt will take a few days to receive an answer from the insurance company in question and once we receive this I will reach outThank you MrsB***

[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: Apparently there is no one in the office that tracks Accounts payable or receivables for that matter. And to answer Mrs. B***'s inpertinent remark, My Husband lives in the same house hold with my childrens. Typically (with every other Doctors office) there is a bill that is sent to the client for payment. There was no bill sent for the initial bill in July ($76.60 charge). There was no phone call or anything to indicatie that there was any issue with the insurance. My daughter's and Husband go back to this dentist office in November, and no one notified my husband at that time of any issue with our insurance. We did not receive a bill in November. At the end of December I finally received a $504.60 bill with no explanation or phone call. It is obvious that good customer service is not of importance in this office, nor tracking the accounting portion of the business. Regardless of these obvious discrepancies, the gap between dates is another obvious indication of the mediocre way this office does business. A simple phone call could have avoided all of this, yet I was the one that had to call the office in January when I received this ludacris bill. If we are unable to resolve this issues by coming to an ethical accord, I will seek legal assistance in this matter. Regards, [redacted] ***

January 14, In response to the complaint above, I have attached all documentation indicating the patient owes the money and is responsible as they did not have the proper insurance in place.In listening to the phone call that my office manager had with *** ***, it is
obvious she is upsetI can understand this, however, because this was not caught immediately we offer to take off $from the bill as a co***esy, but continued to be argumentative.Her husband had already admitted to the error on his end about not getting the correct insurance at his place of employment and had committed to making payments on the account.It is always the patient's responsibility to understand and know their insurance no matter what the situation is and as you can see from the attachment we have signs all over the office.As the owner, I was present for the phone calls and at no time was our staff rude to herAt the end of the day, the services were rendered properly for the patient and the patient has a bill to pay

[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: ***
I am rejecting this response because: Apparently there is no one in the office that tracks Accounts payable or receivables for that matterAnd to answer MrsB***'s inpertinent remark, My Husband lives in the same house hold with my childrens Typically (with every other Doctors office) there is a bill that is sent to the client for paymentThere was no bill sent for the initial bill in July ($charge)There was no phone call or anything to indicatie that there was any issue with the insuranceMy daughter's and Husband go back to this dentist office in November, and no one notified my husband at that time of any issue with our insuranceWe did not receive a bill in NovemberAt the end of December I finally received a $bill with no explanation or phone callIt is obvious that good customer service is not of importance in this office, nor tracking the accounting portion of the businessRegardless of these obvious discrepancies, the gap between dates is another obvious indication of the mediocre way this office does businessA simple phone call could have avoided all of this, yet I was the one that had to call the office in January when I received this ludacris billIf we are unable to resolve this issues by coming to an ethical accord, I will seek legal assistance in this matterRegards,
*** ***

January 14, 2016In response to the complaint above, I have attached all documentation indicating the patient owes the money and is responsible as they did not have the proper insurance in place.In listening to the phone call that my office manager had with [redacted], it is obvious she is upset....

I can understand this, however, because this was not caught immediately we offer to take off $100.00 from the bill as a co[redacted]esy, but continued to be argumentative.Her husband had already admitted to the error on his end about not getting the correct insurance at his place of employment and had committed to making payments on the account.It is always the patient's responsibility to understand and know their insurance no matter what the situation is and as you can see from the attachment we have signs all over the office.As the owner, I was present for the phone calls and at no time was our staff rude to her. At the end of the day, the services were rendered properly for the patient and the patient has a bill to pay.

We are going to go back to the insurance company again as a co[redacted]esy as part of the claims are under the father of [redacted], which seems to be out of the ordinary as [redacted] is living in another household. We will do this as a co[redacted]esy only. As for the insurance that did not cover the family from 11/9/2015 visits, they received the explanation of benefits directly from the insurance company denying the claim and it is always the patients responsibility to follow-up. That is why we have the signs in the office reminding all patients about this and to be aware of their insurance because we cannot take the full responsibility. WE have thousands of patients and we can only do the job properly if the proper information is forwarded to us. The patient listed the wrong insurance, we cannot be responsible for that error. At then end of the day, the patient has a balance and they are responsible of their own affairs. It will take a few days to receive an answer from the insurance company in question and once we receive this I will reach out. Thank you Mrs. B[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: Apparently there is no one in the office that tracks Accounts payable or receivables for that matter. And to answer Mrs. B[redacted]'s inpertinent remark, My Husband lives in the same house hold with my childrens.  Typically (with every other Doctors office) there is a bill that is sent to the client for payment. There was no bill sent for the initial bill in July ($76.60 charge). There was no phone call or anything to indicatie that there was any issue with the insurance. My daughter's and Husband go back to this dentist office in November, and no one notified my husband at that time of any issue with our insurance. We did not receive a bill in November. At the end of December I finally received a $504.60 bill with no explanation or phone call. It is obvious that good customer service is not of importance in this office, nor tracking the accounting portion of the business. Regardless of these obvious discrepancies, the gap between dates is another obvious indication of the mediocre way this office does business. A simple phone call could have avoided all of this, yet I was the one that had to call the office in January when I received this ludacris bill. If we are unable to resolve this issues by coming to an ethical accord, I will seek legal assistance in this matter.
Regards,
[redacted]