Neal Oral & Maxillofacial Surgery

Patient was referred to our office from his orthodontist on May 3, He was seen in our Kirkland location on July 19th, On that day he met with a doctor who reviewed his health history, went over what to expect for the actual surgery, recovery, prescriptions, consent, as well as the financial information which clearly stated the charge for that visitHe stated in his complaint with the Revdex.com that he presumed the visit was at no chargeWhen is that last time anyone went to see a doctor or a dentist and it was free? He presented to our office without dental insurance to bill and still presumed it was at no chargeWe mailed him a statement on August 1st 2016,which came back undeliverable, re-sent on August 10th,and September 1,We called him on September 8th, emailed him on September 16th, and called again on September 21stHis account was send to our collection company on October 12th, as he would not respond to our attempts We also called him on September 26th to see if he was ready to schedule his surgeryA surgical assistant spoke with him and he stated that he was saving money and wanted us to call him again in a few monthsWe left him a final message on December 6th, and have not heard from him until his complaintWe can provide your office with his signed registration forms which states he would be responsible for his account and any charges accrued if needed Also we would like to note that yesterday he responded to an email that was sent to him in September stating he would be contacting the Revdex.comThat alone proves that he was receiving our messages but chose not to respondWe feel that we did everything possible to communicate with the patient and he chose not to respondIt's been months since he had his consultation and months since he was sent to collectionsHe told us he just found out about the balance, however we spoke to our collection company and they said they have had conversations with him

Complaint: ***
I am rejecting this response because:The business was not at all clear with me of any charges upfrontRegardless of the attempts to contact me after the fact, which clearly did not reach me, it should have been noted WHILE I WAS IN THE OFFICE that there would be a chargeWhat type of business fails to tell somebody of any charge at all until AFTER the consultation has already been conducted? Why was I not provided a receipt at the office? And again, I've never, every been charged for a consultationI'd like to know what service they provided me? Literally all that happened was a quick exam, just enough advise me to come in for multiple thousands of dollars worth of surgery. Also, (and this is really the icing on the cake), here's and email from Jennifer, who said she looked forward to meeting me for me COMPLIMENTARY exam:)Dear ***,Thank you for choosing our office for your orthodontic concernsI look forward to meeting with you on Thursday, 4/28/at 8:AM for a complimentary new patient orthodontic exam.***, our Treatment Coordinator, and I will do an extensive exam, which will include digital x-rays and photos and we will be able to answer any questions you may have at that timeOur goal in this initial appointment is to provide you with as much information as possible.Please follow this link to a program that allows you to fill out online health history forms and also view your x-rays and photos onlineThis is a secure way to submit your informationPlease log on, follow the directions to create your account and fill out the online questionaire at ***Once you have completed the form, simply choose [Submit]If you need to stop prior to completing the form, choose [Save] and you will be able to return to where you left off.You can also go to *** where you will find valuable information about our office, our team, directions to our location and contract information
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I think it should be noted that the two practices are run by husband and wife, both with the last name N***In addition to being slightly confusing to first time visitors, who may be led to believe that two dental practices named N*** within blocks of eachother might be part of the same institution, it also seems odd that one wouldn't know that they were sending me from a free consult to a charged exam, with no warning on either end At no point did either office mention to me a fee; MrsN*** referred me directly to her husband's Practice, where again, at no point did any staff or faculty mention anything about incurring any fee, nor was a receipt issuedAlso, to be clear, I was open in my public reviews that I was not unhappy with the treatment by the Drs., but was very unsatisfied with the deceptive payment practicesIt's $or so; I'm happy to withdraw my complaints if you take back the account from the collections agency, and dismiss this fraudulent fee.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The business was not at all clear with me of any charges upfrontRegardless of the attempts to contact me after the fact, which clearly did not reach me, it should have been noted WHILE I WAS IN THE OFFICE that there would be a chargeWhat type of business fails to tell somebody of any charge at all until AFTER the consultation has already been conducted? Why was I not provided a receipt at the office? And again, I've never, every been charged for a consultationI'd like to know what service they provided me? Literally all that happened was a quick exam, just enough advise me to come in for multiple thousands of dollars worth of surgery. Also, (and this is really the icing on the cake), here's and email from Jennifer, who said she looked forward to meeting me for me COMPLIMENTARY exam:)Dear ***,Thank you for choosing our office for your orthodontic concernsI look forward to meeting with you on Thursday, 4/28/at 8:AM for a complimentary new patient orthodontic exam.***, our Treatment Coordinator, and I will do an extensive exam, which will include digital x-rays and photos and we will be able to answer any questions you may have at that timeOur goal in this initial appointment is to provide you with as much information as possible.Please follow this link to a program that allows you to fill out online health history forms and also view your x-rays and photos onlineThis is a secure way to submit your informationPlease log on, follow the directions to create your account and fill out the online questionaire at ***Once you have completed the form, simply choose [Submit]If you need to stop prior to completing the form, choose [Save] and you will be able to return to where you left off.You can also go to *** where you will find valuable information about our office, our team, directions to our location and contract information
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I think it should be noted that the two practices are run by husband and wife, both with the last name N***In addition to being slightly confusing to first time visitors, who may be led to believe that two dental practices named N*** within blocks of eachother might be part of the same institution, it also seems odd that one wouldn't know that they were sending me from a free consult to a charged exam, with no warning on either end At no point did either office mention to me a fee; MrsN*** referred me directly to her husband's Practice, where again, at no point did any staff or faculty mention anything about incurring any fee, nor was a receipt issuedAlso, to be clear, I was open in my public reviews that I was not unhappy with the treatment by the Drs., but was very unsatisfied with the deceptive payment practicesIt's $or so; I'm happy to withdraw my complaints if you take back the account from the collections agency, and dismiss this fraudulent fee.
Sincerely,
*** ***

I understand the confusion the patient havingHis orthodontist that referred him to our practice and one of our doctors have the same last nameIt has never been our policy to provide complimentary consultationsThe email that he referenced was from the orthodontist that he saw in AprilHe didn't visit our practice until July 19, A simple phone call to our office or a response to one of the emails we sent would have straightened out the confusion and it could have turned out differentlyInstead he chose to ignore us and now he is writing untruthful things about our practice and how we take care of our patients

Patient was referred to our office from his orthodontist on May 3, He was seen in our Kirkland location on July 19th, On that day he met with a doctor who reviewed his health history, went over what to expect for the actual surgery, recovery, prescriptions, consent, as well as the
financial information which clearly stated the charge for that visitHe stated in his complaint with the Revdex.com that he presumed the visit was at no chargeWhen is that last time anyone went to see a doctor or a dentist and it was free? He presented to our office without dental insurance to bill and still presumed it was at no chargeWe mailed him a statement on August 1st 2016,which came back undeliverable, re-sent on August 10th,and September 1,We called him on September 8th, emailed him on September 16th, and called again on September 21stHis account was send to our collection company on October 12th, as he would not respond to our attempts We also called him on September 26th to see if he was ready to schedule his surgeryA surgical assistant spoke with him and he stated that he was saving money and wanted us to call him again in a few monthsWe left him a final message on December 6th, and have not heard from him until his complaintWe can provide your office with his signed registration forms which states he would be responsible for his account and any charges accrued if needed Also we would like to note that yesterday he responded to an email that was sent to him in September stating he would be contacting the Revdex.com. That alone proves that he was receiving our messages but chose not to respond. We feel that we did everything possible to communicate with the patient and he chose not to respondIt's been months since he had his consultation and months since he was sent to collectionsHe told us he just found out about the balance, however we spoke to our collection company and they said they have had conversations with him

I understand the confusion  the patient having. His orthodontist that referred him to our practice and one of our doctors have the same last name. It has never been our policy to provide complimentary consultations. The email that he referenced was from the orthodontist that he saw in April. He didn't visit our practice until July 19, 2016. A simple phone call to our office or a response to one of the emails we sent would have straightened out the confusion and it could have turned out differently. Instead he chose to ignore us and now he is writing untruthful things about our practice and how we take care of our patients.

Patient was referred to our office from his orthodontist on May 3, 2016.  He was seen in our Kirkland location on July 19th, 2016. On that day he met with a doctor who reviewed his health history, went over what to expect for the actual surgery, recovery, prescriptions, consent, as well as the...

financial information which clearly stated the charge for that visit. He stated in his complaint with the Revdex.com that he presumed the visit was at no charge. When is that last time anyone went to see a doctor or a dentist and it was free? He presented to our office without dental insurance to bill and still presumed it was at no charge. We mailed him a statement on August 1st 2016,which came back undeliverable, re-sent on August 10th,and September 1,2016. We called him on September 8th, emailed him on September 16th, and called again on September 21st. His account was send to our collection company on October 12th, 2016 as he would not respond to our attempts.  We also called him on September 26th to see if he was ready to schedule his surgery. A surgical assistant spoke with him and he stated that he was saving money and wanted us to call him again in a few months. We left him a final message on December 6th, and have not heard from him until his complaint. We can provide your office with his signed registration forms which states he would be responsible for his account and any charges accrued if needed.  Also we would like to note that yesterday he responded to an email that was sent to him in September stating he would be contacting the Revdex.com. That alone proves that he was receiving our messages but chose not to respond. We feel that we did everything possible to communicate with the patient and he chose not to respond. It's been 10 months since he had his consultation and 7 months since he was sent to collections. He told us he just found out about the balance, however we spoke to our collection company and they said they have had 3 conversations with him.