Newport Sand and Gravel

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Actually, I spoke to someone in the Corporate Office (Linda) who understood my complaint specifically to the money owed to me from the Oct and Nov claims She said she would call the Billing Office to release those funds already in my account after the Billing Office could 'verify' with the insurance company that the claim had been processed I don't know if it was 'coincidence' that the Billing Office received the final check from the 4/25/claim or if it was corporate office call but I did receive the money in my account today, 5/18/I am not at all satisfied with the events and the lack of customer service from Houston NW Dental and from their Billing Office For one, Colleen's view of "rules are rules", clearly disregards customer service and how to resolve an issue that is the dental facility's error I understand rules but a business should also do everything necessary when a mistake has been made by their employees Colleen stated that the office employee was training and there is a "learning curve" Therefore, when the dental office employee told me I had a $credit on 4/25/17, IF she had gone to the NEXT PAGE she would've seen that I had a larger amount credited Colleen also told me what I need to do as a patient, which is to look at my EOBs so I am aware if anything that is owed to me This is not for her to assume or tell me how to run my personal matters Finally, when she pointed out that I was getting more money she made it sound like they are giving me a bonus IT'S MY MONEY I would like a copy of this complaint sent to the Corporate Office, so they can decide if Colleen is representative of their values and customer service Regards, [redacted]

We are sorry Ms*** did not except our response but unfortunately, rules are rules I spoke with Ms*** yesterday (May 15, 2017) and informed her as soon as we receive the insurance payment from *** we will process the refund back to her In fact, we received the payment later yesterday afternoon and she will be getting more money than expected! This is one of the reasons why we wait until all claims are finalized I informed Ms*** of her credit amount and will notify her when refund is completed

This is in response to Ms. [redacted] complaint of our office.  I spoke with Ms. [redacted] on Aug. 15, 2016 & expressed my sincere apologies for the mishaps at the dental office.  As she stated Dr. [redacted] had a full schedule of patient's on July 21, 2016 and after a dispute he quit without...

notice.  The staff was scrambling around trying to accommodate his patients as well as the other patients who were scheduled with the other dentists.  I explained to Ms. [redacted] the staff wasn't prepared for this type of unprofessionalism coming from one of our dentists and did get caught off guard.  Perhaps more apologizes to the patients would have been in order, however, they were just trying to get everybody seen.  At her request we did reschedule Ms. [redacted] after a specific date was arranged for Dr. [redacted] to come and finish treatment already paid for which after a full schedule was made, he decided not to show up for his patients.  As Ms. [redacted] addressed in her letter, another dentist tried to help her out and she refused.  We did then follow her requests by giving her the bridge after a release was signed.  On the original date we were not aware of Dr. [redacted] intentions to up and quit like Ms. [redacted] is thinking.  If we knew, he wouldn't have had a full schedule so to make it easier on the staff and other dentists there. Ms. [redacted] does have a balance of $375.00 for services which were denied by her insurance company and she signed all the necessary forms stating she was aware of any unpaid balances from her insurance company would be her responsibility.  For us to write off the $375.00 balance on Ms. [redacted] account would be unfair to all the other patients he left.  The balance comes from her bridge which was prepared and given to her, why would she think making her balance $0 would fix Dr. [redacted] quitting without notice.  I did apologize to her and explained there is no "training manual" for if a dentist decides to walk out with a schedule full of patients.  We were just as surprised as she was and wished it never happened.Ms. [redacted] is responsible for her balance of $375.00 and again we do apologize for any inconveniences this situation may have caused.  We wish she understood what happened was not intentional and only want the best for her dental needs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Actually, I spoke to someone in the Corporate Office (Linda) who understood my complaint specifically to the money owed to me from the Oct 2016 and Nov 2016 claims.  She said she would call the Billing Office to release those funds already in my account after the Billing Office could 'verify' with the insurance company that the claim had been processed.  I don't know if it was 'coincidence' that the Billing Office received the final check from the 4/25/17 claim or if it was corporate office call but I did receive the money in my account today, 5/18/17. I am not at all satisfied with the events and the lack of customer service from Houston NW Dental and from their Billing Office.  For one, Colleen's view of "rules are rules", clearly disregards customer service and how to resolve an issue that is the dental facility's error.  I understand rules but a business should also do everything necessary when a mistake has been made by their employees.  Colleen stated that the office employee was training and there is a "learning curve".   Therefore, when the dental office employee told me I had a $22 credit on 4/25/17, IF she had gone to the NEXT PAGE she would've seen that I had a larger amount credited.  Colleen also told me what I need to do as a patient, which is to look at my EOBs so I am aware if anything that is owed to me.  This is not for her to assume or tell me how to run my personal matters.  Finally, when she pointed out that I was getting more money she made it sound like they are giving me a bonus.  IT'S MY MONEY.   I would like a copy of this complaint sent to the Corporate Office, so they can decide if Colleen is representative of their values and customer service.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I will escalate this complaint further based on the documented responses provided during this process.  I maintain as I have repeatedly and previously stated the business staff was dishonest, withheld pertinent information and quickly processed my payment of $726.00, never saying a word about Dr. [redacted]' immediate resignation.  I was sat in the dental chair, told Dr. [redacted] had an emergency, told I would need a shot and would be taken care of by another dentist.  I said no.  The assistant was pulled away abruptly to a meeting called on the spot while I waited.  Rude, discourteous and unprofessional service standards.  After wasting my time waiting unnecessarily I ask to be rescheduled for service with Dr. [redacted] and I am told to contact Dr. [redacted] on Tues., 7/26 because they didn't know when Dr. [redacted] would return.    
This is unacceptable service, I was not treated with dignity and respect.  Let me be clear, no I don't want something for nothing but I want this situation to be remedied to my satisfaction with regard to the lack of transparency and accountability demonstrated by this dental company.  
Regards,
Kathy V. [redacted]October 11, 2016

As I stated in my previous response, our office is sorry for any inconvenience Dr. [redacted] caused when he was so unprofessional and quit that morning of Ms. [redacted] appointment.  I also stated the balance is Ms. [redacted] responsibility and if the balance goes uncollected by our office we will be forced to seek an outside collection agency.  We do understand her concerns and are more than willing to make payment arrangements but cannot just write it off when she has the product.

This response is in regard to Ms. [redacted]'s complaint of our office.  Yes, our patient is correct when stating a refund is owed to her.  I spoke with her on April 27, 2017 and informed her I would audit her account to see if the amount of the refund was correct and fill out the...

paperwork.  I explained to her the office policy of not releasing any refunds until all dental claims are paid.  For example, If we were expecting $100.00 from the insurance company for a procedure and they paid $80.00, the patient would be responsible for an additional $20.00 and if the insurance company paid $120.00, the patient would be due an additional $20.00.I checked with Ms. [redacted]'s insurance company and the last payment still unpaid will be released today and they paid an additional $32.60.  Which means her refund will be even more than we expected.  She just has to wait until we receive the payment and we can refund her money.  With regards to her statement of us "keeping her money", it is the patient's responsibility to contact us after each procedure and ask for any refunds owed to them.  The credits were on her account and all she had to do was ask.  Ms. [redacted]'s 1st credit was on her account after her October visit and didn't inform us until April.  Her insurance company should be paying us this week and then we will give her the refund.Colleen [redacted]Supervisor / Central Business