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Newby Orthodontics

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Newby Orthodontics Reviews (4)

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 Regards, [redacted]

See attached document

This letter is in response to the concerns shared with your organization, the Revdex.com, about an experience with our business, Newby Orthodontics, by Ms. [redacted], parent of our patient, [redacted]
I am in much appreciation of your sharing this experience with me. I was truly dismayed by...

the miscommunication and subsequent negative experience by Ms. [redacted]. After thorough review with all involved personnel, I immediately addressed this atypical experience with Ms. [redacted] personally.While Ms. [redacted] had no problems with the quality of care which we have provided her son and other family members, her temporary frustration was expressed with our Financial/Insurance department.I informed Ms. [redacted], due to the tremendous transformation of our Financial/Insurance department, there was a significant miscommunication concerning her account and any balance which may have been due. After my explanation, Ms. [redacted] fully understood and truly desired to retract her complaint filed with your organization. However, Ms. [redacted] was informed that this could not be done. Ms. [redacted] understands that she was never billed incorrectly. Her account status was just presented and explained in a confusing manner by a NEW employee. At the time of this miscommunication, this NEW employee had inherited the responsibility of managing this account without the benefit of fully understanding or being made aware of the various factors such as; previous insurance, new insurance, family discount and any balance.Ms. [redacted]’ son [redacted], presented to our office with an extreme Orthodontic need involving the lack of space for eruption of permanent teeth, impacted ectopically erupting teeth, significant crowding and overall poor occlusion. When her son was covered with [redacted], he entered First Phase of treatment which involved the use of specific orthodontic appliances addressing this urgent need of care. Ms. [redacted] was aware of the urgent treatment need and the subsequent Resting Phase and Second Phase treatment which would also be necessary once the teeth were fully erupted and developed. The timing of eruption and development of teeth is not under the control of the Dentist nor Orthodontist. If the timing of eruption and development is longer than anticipated, sometimes extending years, orthodontic treatment may be prolonged. It is in no way usual and customary for my office to “bill” any family for prolonged treatment due to these uncontrollable reasons. There were no additional fees assessed to Ms. [redacted] outside of what was not covered by [redacted] due to termination of coverage.It is widely known that my office does not deny treatment due to the lack of financial or insurance coverage. This office is truly understanding of varied and often transient family financial dispositions. I have never felt that these circumstances should stand in the way of any patient receiving the continuity of the quality compassionate care provided by my office. If there is a balance, there is communication and if indicated, flexible payment arrangements are made. This office does not decline treatment in any way. Ms. [redacted] has visited our office since this experience with trust knowing that I truly care for her son, her family and her continued positive experience.Once again, thank you for sharing these concerns with me. It is through organizations such as yours that help to ensure that businesses such as Newby Orthodontics will always provide quality compassionate care in our communities.If you are in need of any additional information, please feel free to contact me directly.Sincerely, [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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. 
Regards,
[redacted]

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Address: 5050 Oaklawn Drive, Cincinnati, Ohio, United States, 45227-1434

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