Natural Stone & Tile Design Inc.

We are very sorry to hear of the events surrounding the services Mr*** received at Bright Now! Dental.This matter seems to stem from misinformation communicated to Mr*** by a third party at another officeWe have made several attempts to communicate directly with the treating dentist in
this matter and have made several requests for supporting documentation so that we can come to a resolution, and have received only a few incomplete records and no direct communication from the treating dentistPrivacy restrictions preclude a more detailed addressing of concerns in this case in a public forumWe remain open to receiving additional information and direct communication from Mr***' treating dentist in an appropriately compliant manner

The original refund amount for $was communicated to the patient’s parent before the refund check was createdAt the time, the parent didn’t express any concerns with the $available for refund on the patient’s accountThe refund check was delivered to the dental office location as agreed
with the parentOnce the refund check was picked up no issues regarding the amount were communicated to our staff or to our Billing DepartmentThe complete ortho account was audited as requested by the patient’s parentA software error dated 09/30/was identified and correctedAn additional refund check was processed and delivered to the dental office for pick upThe patient’s parent received the additional refund on 09/09/

Complaint: ***
I am rejecting this response because: I have spoken directly with ***, the accounting manager for to 7, and she changed her position several times;i initially stating that they did not give authorization for the crown to be replaced, at another point claiming that the Oregon office told them replacing crown was my idea because I wanted to get whitening, and finally stating that their records indicate that I complained that I thought it was loose and had to be told not to put my finger between the teeth (which they thought might have contributed to the crown coming loose just shy of a year later)When I informed *** that she had just changed her position several times during the course of our conversation, she denied thatUpon my assertion that I had been recording the call, she immediately disconnected the call
Regards,
*** ***

The patient contacted our Billing Department on February 13, 2017 to request a refund for treatment not completed in our office.Her entire account was audited within 72 hours to determine the correct refund amount. Patient was informed that her refund will be processed with a company check and the...

process can take up to 4 weeks.The audit showed patient was due back $156.60. The patient was informed this morning that her refund check would be delivered to the office today. The patient came to the office around 6 pmto pick up the refund check. The office manager personally took the time to address any concerns the patient had in regards to the refund process.

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 was thankful that [redacted] in the Billing Dept did make every effort to express her apologies for my billing issues. The dental office did make a quick response and effort to resolve my defund and audit concern with 1 business day. I was not upset with their efforts and scheduled myself and my daughter for dental work following my complaint. I knew that this issue would be resolved timely once the right person got a chance to review the payment records. I'm glad this complaint is noted but assures other customers that this dental office is Satisfactory to me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The last appointment I had with 7 to 7 Dental on 7/28/16 is not addressed. I went in for an exam on 7/26/26 and was told I needed three fillings. A billing rep, Mr. [redacted] came into the exam room and Said my co-pay for the fillings would be $297.85.  I said that I thought this Of high.  He replied that they could do it for $250.00.  I said that would be OK but I would have to pay the $50.00 later on.  He said that they would Just charge me the $200.00.  I gave him my Care Credit card and he Billed it for $200.  When he came back I asked why the co-pay was so high and he said that I had almost depleted my available funds with [redacted].    After I got home I called [redacted]  and they said that there Was at least $615.00 of funds available to me.  I waited  for [redacted] to send me the Explanation of Benefits for the fillings.   When I got the EOB I found That my share or co-pay was only $40.00. See figure 1 which is the treatment plan saying that my Pre-Payment was 271.95 See figure 2 which is a copy of Care Card being charged $200 See figure 3 which is a copy of the EOB  I contacted a managerl at the Potranco office of 7 to 7 and made an Appointment to see her.   I got there at nine am for the apt and waited for A half hour and was told she was stuck  in traffic and would not  be able to Meet with me.   I went home and made another apt with her.  She did meet With me and said she would  look  into it.   I later received a call from  her Saying they audited my account found they owed me $49.00 But they Were waiting on until the claim mentioned in  this letter arrived. Then they said they had "reprocessed" a claim from a year earlier Then they called and said they didn't owe me anything.  I contacted a Ms. [redacted] at the Potranco office of 7 to 7 and made an Appointment to see her.   I got there at nine am for the apt and waited for A half hour and was told she was stuck  in traffic and would not  be able to Meet with me.   I went home and made another apt with her.  She did meet With me and said she would  look  into it.   I later received a call from  her Saying they audited my account found they owed me $49.00 But they Were waiting on until the claim mentioned in  this letter arrived. Then they said they had "reprocessed" a claim from a year earlier Then they called and said they didn't owe me anything.    
Regards,
[redacted]

Mrs. [redacted], A secondary audit of his entire account was completed to address this dispute. The findings are listed below: ·        Patient does not have a credit on his account. If fact after each EOB (Explanation of Benefits) from [redacted] was reviewed, his payment...

responsibility should have been an additional $224. ·        Patient received a $300 discount for the two crowns completed back in July 2015. ·        His dental insurance delayed payment for one of his crowns for 14 months. Due to this delay his dental insurance representative(s) could only provide inaccurate information when he contacted them with                benefit questions. ·        Our office is In-Network with [redacted] Insurance so his patient portion is determined by his insurance plan not by our office. ·        His dental insurance actually processed multiple claims for his services as Out-of-Network by mistake. ·        [redacted] already sent 1 letter to request a refund for a $29.30 overpayment. The letter contained an apology from his insurance company for the incorrect payment as well as for any inconvenience they                  caused. ·        Our office expects a few additional letters from [redacted] to correct the overpayment issues they caused with this patient. In conclusion he saved $524 for all the treatment he completed in our office. His current account balance is zero. Our office has a contractual obligation to refund [redacted] Insurance not the patient for any overpayments. Our company strives to deliver an exemplary patient experience clinically and administratively. Unfortunately, our efforts to best meet the patient's needs were not matched by the insurance company in this particular case.Regards, [redacted]Chief Operations Officer  Billing Department   [redacted]   [redacted]

Complaint: [redacted]
I am rejecting this response because: Why would I want to deal with this business any further? Also, why was this procedure completed before it was approved by my insurance company? Why did they tell me they were in my network? What are they offering? They have my x-rays on hand and Inited Concordia has x-rays that are not acceptable. Blurry.. if needed I can get a second in writing from la Cantera Dental. They currently have the same X-rays provided from 7 to 7..
Regards,
[redacted]

We are open to any communication from Mr. [redacted], regarding is concerns with the treatment completed at our office. Mr. [redacted] is free to submit the x-rays and clinical notes from the second opinion for review to: [redacted]. Also our Chief Clinical Officer is available to receive...

direct communication at: ([redacted] from the dentist that completed his second opinion to discuss his/her clinical findings. Unfortunately, privacy restrictions preclude a more detail addressing of his concerns of this case in a public forum.

Complaint: [redacted]
I am rejecting this response because: I was told the first day I called about the refund that I should receive a check in the mail within 5-7 business days. After 2 weeks I and no chexk, I found out the request wasn't even processed. I was not told the refund process was 4 weeks. I was actually promised it would be mailed out the "next day" each time I called. I finally got the check issued after I filed this complaint with Revdex.com. The one person who had to sign the check was never in the office everytime I called, that was the hold up apoarebtly. I finally was able to speak to her the day after the complaint. Upsetting that I had to file with Revdex.com to get a resolution that could have been easily taken care of in a timely manner. I did receive my refund check. 
Regards,
[redacted]